Cashless - FAQs

In times of questionable political decisions regarding the raise of V.A.T. and the obligation to use a cash register we were finally confronted with the challenge to find the best solution in compliance with the law for our guests attending Nova Rock Festival. After ample consideration of our choices we will go the way lots of other European festivals have already gone: There will be no more cash in use at Nova Rock Festival. Payments will solely be made with a card. These cards can be obtained directly at the festival. You can top up the card on site by using cash, a bank card (Maestro), a credit card (Visa, Master Card) or a voucher that you can buy online. This new technology offers numerous benefits and makes payments all around the venue easier, faster and secure.

Glossary:

  • NOVA ROCK Card: Hence only called "Card" in short. The Card allows you to make cashless payments just like with a bank card - only easier and faster.
  • Top-Up Station (Ladestation): In our containers you will find assistance to add money to the Card (=top up) or get your credit back in cash (=pay out). In every Top-Up Station you will have the opportunity to ask questions about the system and problems with its handling. Our Card-crew will be glad to help you out.
  • Card number: Every Card has its unique number/code, which is connected to your transactions.
  • Online Info Portal: Via the following link you can check your credit balance using your Card number and read the FAQs: www.novarock.at/cashless
  • Receipt: The receipt complies with Austrian laws regarding the obligation to use cash registers and hand out receipts and is provided online with every transaction.

What is a NOVA ROCK Card?

The Card enables you to pay on site similar to a bank card. The Card is equipped with a RFID chip. Credit will be added directly to the Card. The Card is available in these varieties:

  • Standard (up to 249€)
  • Silver (up to 449€)
  • Black (above 500€).
The amount of your first top-up determines which Card you get.



How does paying with the Card work?

It's EasyEasy
Mehr zu Easy ...
:

  • Get your Cashless Card on site at a Top-Up Station (Ladestation) and add suitable credit to it. The deposit for the Card is 5€.
  • Any financial exchange in the venue and on the camping site will be conducted through the Card. Cash will not be accepted. Exceptions: Trash deposit, Shuttle Buses and Bathing Buses (to go for a swim). For that there will be a cash machine close to the Top-Up Station around where the wristbands will be issued.
  • Payment process: Hold your Card to the payment device, check the amount on the display and our bar crew then confirms the payment. Mistakes cannot be rectified later and cancellations are not possible. The amount is deducted from the credit balance. Only when the payment process is completely finished, you will get the product / service afterwards.
  • Tip: Before you line up e.g. at the bar, always mind your credit balance so you can avoid lining up twice because of insufficient credit.
  • Every Cashless Card has a unique number code printed on it.
  • Put in this code at www.novarock.at/cashless or in the Nova Rock App and you can see your current credit balance and transactions at all times (Internet connection required). Also, you can have your current credit balance checked at all assisted Top-Up Stations and with the bar crew.
  • Personalization: You can also personalize your card, in order to do that you have to state your Email-address, your first and last name at www.novarock.at/cashless. Thereby you can disable the Card in case of loss, you can have possibly remaining credit on the Card transferred back online (for this you have to state your bank details separately before the transfer) and you will receive a 5% voucher for next year's Early Bird Ticket (offer valid until 15.07.2016).
  • Aside from the possibility to get remaining credit transferred back comfortably to you online (only available with personalization), you can also get a cash pay-out on site at one of the main Top-Up Stations (one near the wristband issue point, one at the entrance to the venue and one at the camping site near the food court).

Where do I get the Card?

You can get your Card on site at every one of our assisted Top-Up Stations (Ladestation).
Here you see the Top-Up Stations at a glance: Top-Up Stations area map.

Is there a deposit for the Card?

YesYes
Mehr zu Yes ...
, there is a deposit for the Card: 5€ per Card.

This amount will be deducted from your first top-up. That means: When you get yourself your Card and add 100€ to it, there will be a credit balance of 95€ on it. The remaining 5€ will be kept as a deposit and will be locked. You will only get back the deposit when you return the Card on site. The deposit can only be refunded in cash in exchange for the Card on site. Returning the Card is only possible at the marked Top-Up Stations until Monday 13.06.2016 12:00 noon. A refund is not possible after that date.

How do I add credit to the Cashless Card?

You can buy a Nova Rock Credit Voucher beforehand at the Online Shop. After the sale is finalized you get a code which you can use on site to get your Card more quickly (fast lane for voucher owners).The Credit Vouchers are available in these varieties:

  • 50€
  • 100€
  • 250€
  • 500€.

You can top up the card on site with any amount at every Top-Up Station by using
  • a bank card (Maestro)
  • a credit card (Visa, Master Card)
  • or cash.
By handing over cash, putting in your PIN or signing the credit card receipt the top-up is considered confirmed. Only your bank according to their TOS can help you with abuse of your bank card/credit card by third parties.

At the Top-Up Stations you can also add credit. It makes sense to top up a suitable amount right away.

Should there be verifiable monetary advantages for the guest through handling errors, the guest is not authorized to spend this money. We reserve the right to correct these errors as soon as they become obvious.

What is a Top-Up Station (Ladestation) and where do I find one?

"Deine Ladestation zum Cash laden!" (Your Top-Up Station to top up) - Top-Up Stations are specially branded containers with assistance where

  • you can get your Card
  • top up your credit
  • check your credit balance
  • and get help with your questions.
In addition, there are three main Top-Up Stations which are bigger and better staffed (one near the wristband issue point, one at the entrance to the venue and one at the camping site near the food court), where you can also get your credit back in cash.

Here you see the Top-Up Stations at a glance: Top-Up Stations area map.

Do Top-Up Stations have opening hours?

The main Top-Up Stations (see Top-Up Stations area map) are staffed around the clock, we will spread our Card-crew here according to the demand. We are offering this service at night, but we ask for your understanding that there will only be a small team on duty and longer waiting times are possible.

Where can I see my current credit balance?

  • Every Cashless Card has a unique number code printed on it.
  • Put in this code at www.novarock.at/cashless or in the Nova Rock App
  • and you can see your current credit balance and transactions at all times (Internet connection required). Also, you can have your current credit balance checked at all assisted Top-Up Stations and with the bar crew.

How much should I add to the Card, reasonably?

Generally there is no minimum top-up. But it makes sense to get a suitable amount of credit for the whole festival right away:

  • You spare yourself from some unnecessary walks to the Top-Up Stations.
  • It will not happen to you that quickly that you're at the bar and realize when paying that you're out of credit (back to the start).
  • You get your money back easily and comfortably, therefore it's better to add a bit too much than too little (see "How will I get my money back?").

How will I get my money back?

Online

You can get your remaining credit transferred back to you online comfortably after the festival (only possible with personalization of the Card).
  • Notice that the online retransfer is only active from Tuesday, 14.06.2016 14:00 on. At that point all of the transactions from the festival are guaranteed to be synchronized in the system.
  • You have to arrange the online retransfer inside of the following 4 weeks (until 12.07.2016).
  • When transferring back to an Austrian account number, no transfer fees or charges will be deducted.
  • The domestic transfer can take up to 5 working days. With foreign accounts we reserve the right to retain handling or service fees thereby incurred. Depending on the country, the transfer may take several days up to weeks.

At the festival site

You can get your remaining credit back in cash directly on site at one of the main Top-Up Stations (one near the wristband issue point, one at the entrance to the venue and one at the camping site near the food court). For logistical reasons, unfortunately we have to round down the pay-out to 50 Cent increments e.g. your remaining credit of 7,80€ gets rounded down to 7,50€ in cash and you lose your claim to the difference.

We recommend to make use of the online retransfer in any case. We ask for your understanding that there might be longer waiting times during peak times like main departure time. Should it be impossible due to acts beyond our control to pay out the credit in cash on site, the online retransfer can still be arranged comfortably from home.

Notice that the cash pay-out is only possible until Monday, 13.06.2016 12:00 noon. The same goes for the return of the Card in order to collect the deposit (5€). After that the remaining credit can only be refunded via the previously described online transfer option during the stated time period. The card deposit (5€) cannot be refunded when using the online retransfer.

What are my benefits?

  • The card system saves time,
  • is EasyEasy
    Mehr zu Easy ...
    to handle
  • and will shorten waiting times at catering outlets.
A regular financial transaction with cash always takes more time e.g. for handing over the change. With the card the duration is reduced to a minimum. There is no necessity to carry cash all the time and the system increases security and transparency of the payment transactions and leaves the guest free of care. For further benefits see personalization.

How do I benefit from personalizing the Card?

You can also personalize your card, in order to do that you have to state

Thereby you can
  • disable the Card in case of loss,
  • you can have possibly remaining credit on the Card transferred back online (for this you have to state your bank details separately before the transfer)
  • and you will receive a special treat in form of a 5% voucher for next year's Early Bird Ticket (for the festival for which you personalized your Card) via Email. The voucher is valid until 15.07.2016.
You can personalize your Card until Tuesday 14.06.2016 and profit from the 5% voucher (see above).

Where and how can I personalize the Card?

In order to do that you have to state

By doing that you have the immediate benefit that you can disable your Card in case of loss.

Should you not be able to personalize your Card online, you can get a short personalization form from our Card-crew and submit your data by hand to our authorized Card-crew. We ask for your understanding that there can be delays in the data entry and you will only be able to enjoy the benefits of personalization after your data has been successfully entered into our system.
Notice: Please write legibly - in case of illegibility, writing errors and misrepresentations we cannot conclude the personalization.

Will there still be a cash machine?

There will be a cash machine (see area map) close to the Top-Up Station around where the wristbands will be issued. It serves to provide cash for those activities that take place outside the festival area and require cash:

  • Shuttle Buses
  • Bathing Buses (to go for a swim) 
  • trash deposit.

How secure is my data?

State-of-the-art technology and encryption methods are being used to protect the data and credit balance of the guests. Reliability and data security are the main priority.

What happens if my card is damaged?

Every guest is obligated to handle their Card properly and carefully. We will not be liable for the lack of care of a Card (e.g. damage/loss/theft of non-personalized Cards) or incorrect use by the guest.

How can I disable my Card?

If you have lost your Card you can alert our Card-crew - as long as your Card has been personalized already and the data is successfully stored in our system your Card can be disabled. It can take a few minutes until your Card is disabled completely.

Unfortunately we cannot be held liable for the misuse of your Card in the time until it can be completely disabled by us. Tip: Take good care of your Cards!

Can the system break down?

A breakdown of the system is virtually impossible. Thanks to the possibility of transferring data over the mobile network no special infrastructure is needed, professional monitoring of the system is being conducted online permanently. Should there be disruptions in the mobile network or the on-site internet connection, the system also works reliably in offline mode and is therefore fail-safe.

Currency

All transactions will be conducted exclusively in EUR.

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