Consumer watchdog orders music festival organisers to refund customers after cancellation

Wild Roots festival organiser Neil O'Connell (centre), pictured here in 2022 with circus performers for the launch of the festival that year. Organisers had to cancel this year's festival a week before it was due to start because of 'circumstances beyond [their] control'. File picture: Brian Farrell

The consumer watchdog has ordered the organisers of a Sligo music festival to refund customers who bought tickets after the event was cancelled shortly before it was due to take place, with significant fines or even prison time possible if they don't.

The Wild Roots Festival had been due to take place at the of May, but organisers announced its cancellation a week before citing “circumstances beyond [their] control”.

Acts such as Damien Dempsey, Ham Sandwich and Aslan had been due to perform at the festival. A general camping ticket for the weekend cost €210.

“Please know, we have done everything in our power to make it happen, but unfortunately, it is not possible now,” organisers wrote. “To say we are heartbroken is an understatement. 

"We worked extremely hard over the last five years through covid, the cost-of-living crisis and many other obstacles. We created a unique independent family-friendly festival in the northwest of Ireland.” 

It said that the refund process would start on June 22 and that customers would be kept updated.

However, the Competition and Consumer Protection Commission (CCPC) said it has been contacted by 39 customers who have not received their refund yet since the event was cancelled.

The CCPC has issued a statement to say it has ordered the organisers to repay customers who bought tickets for the Wild Roots Festival.

“The festival, trading under the name NOC Shop, has until August 16, 2024, to issue refunds or company bosses could face fines of €4,000 or a possible jail sentence of six months,” it said.

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The CCPC said that consumer law stated that where a trader fails to supply a service, the consumer has the right to a full refund. Once the consumer contacts the trader seeking their refund, they must be reimbursed within 14 days.

It has also advised consumers to check if they may be able to recover the cost of their ticket from their debit or credit card company through a chargeback process. “In order to start a chargeback, you should contact your bank or credit card provider immediately. Give them details of the disputed transaction and request that they follow it up," it said.

Last week, local radio station Ocean FM reported that a liquidator had been appointed to NOC Shop Ltd, and this firm had sent a letter to ticket purchasers. The letter stated that organisers were not in a financial position to reimburse purchasers but that they may be entitled to a refund due from their debit or credit card provider.