FAQ

How can I sign-in to my account?

If you’ve made a booking before December 2016, your account was already automatically created. In order to sign-in to your account, you need to visit our shop and click on sign-in at the top right corner of your screen. You then have to use your email in order to send yourself a password that you will be able to use to sign-in to your account.

If you’ve made your first booking after December 2016, the first password for your account should have been sent to you from our system by email.

The password consists of random characters, so we recommend you to change it upon signing up for the first time.
 

What can I do in my account?

You can do the following things:

- Request to edit your booking (add extra additions, change information about you or your friends, change selected options)

- Download the Booking Confirmation PDF

- View details of your current booking or

- Pay for any unpaid or partly paid bookings you’ve made so far.

Additionally, you can also edit your profile details or change your password.

Is the information I give during STEP 2 of my booking safe?

Yes! All your information is processed by a safe system from GoNParty, the official ticketing and travel agency for Hard Island. All information is encrypted and processed safely.

Is it possible to arrange a payment plan and split the payment into several installments?

Yes! Until April 1st, it is possible to divide your payment into 2 or 3 equal installments. Only the first installment has to be payed right away, while the rest can be payed according to the due dates at STEP 4 of your booking process.

Furthermore, we are presenting a cool new feature - you can divide every installment between your friends! This means that you don't have to find ways to get money back from your friends when you make a group booking. All you have to do is send the payment link to each friend and they will pay their own installment.

NOTICE: Payment plans are only available for our holiday options (e.g. accommodation packages).

How can I make a purchase at the Online shop?

Simply follow the steps in the booking process. If you need help, please contact us via our live support chat, email help@hardisland.com or Facebook message.

For payment with credit or debit card, upon reaching STEP 4, simply follow instructions below:

1. Prepare your card (Visa, Mastercard or Maestro)

2. Click on the button below and wait a few moments

3. Enter the details of your card and click 'Pay'

For maximum security, all payments are processed by Braintree Payments, a PayPal company. Their processing system is embedded into our Online shop.

Please note: If your Maestro card does not have a 3 digit CVV number on your card, then you need to find another debit/credit card from family member or friends.

I tried to complete the payment process and my payment did not go through, what can i do?

If your was not completed, there are several possibilities. First check if you mistyped your credit/debit card number or your security number. If it’s correct and payment is still not processed, check with your bank if you have sufficient funds for your purchase or if there is a daily limit set on your card. The daily limit needs to be at least 1 EUR higher than the amount you want to pay. If it is lower, you need to ask your bank to raise or remove it. If you still can't process your purchase successfully, please contact us via our live support chat, email help@hardisland.com or Facebook message.


When and how will I receive my voucher?

First you receive a booking reception email, which confirms that we have accepted your order. It will be confirmed after the payment is completed. After successful payment a payment confirmation email will be sent with attached PDF document ‘Booking confirmation’.

Many people ask the question: "When will I get my voucher?" We know it feels unusual to not get your voucher/ticket immediately after finishing the booking process, but we think that it is better for our customers to get the voucher just before the festival, print/save it then and not think too much about it - that way you don't have to look for it in your emails later, worry if lose access to your email, etc.

Also, we want your voucher to be perfect. There is important information related to the purchased offer we want to include on the voucher to make it more practical and informative, and that info is unfortunately not available yet due to complex logistics of organising an amazing holiday for thousands of people coming from all over the world to Hard Island.

So, we promise to send you the voucher with all info you need, as one simple but yet very informative pdf document. Just be patient, you will get it ample time before your arrival.

What is a booking confirmation?

The booking confirmation is an official document issued by GoNParty to the customer (payee) as proof of the booking and payment. As the main legal document that verifies the formal relationship between GoNParty and the customer, it contains all details of your booking. It also serves as an invoice after the services have been provided.

What is a voucher?

The voucher is an official document that is being exchanged for the appropriate service/bracelet at Hard Island 2017. The person doing the booking (client) is also the person receiving the voucher.

Will I have to print out the voucher?

This is entirely your choice. You can either print the voucher or simply show it on your smartphone.

The currency on my credit or debit card is not EUR, what do I need to do?

Nothing. The amount is automatically transformed to EUR according to daily currency rates.

Who can I contact with questions regarding my booking?

You can contact our team of helpful agents via our live chat support in the right bottom of the website, email help@hardisland.com or send a Facebook message.