COVID status checks for 2021 Sessions

COVID status checks for 2021 Sessions

For all Eden Sessions shows in September 2021, we will be introducing COVID status checks on arrival. Before entry to the venue, all ticket holders aged 11 and over will be required to demonstrate their COVID status in one of the following ways:

  • Proof they have completed a full course of vaccination (at least 14 days before the show).
  • Proof they have received a negative PCR or lateral flow test result (within 48 hours of the start of the Session).
  • Proof they have natural immunity based upon a positive PCR test within 180 days of the show but following the 10-day isolation period.

This proof must be presented upon arrival as follows:

Ticket Holders from England:

  • An NHS COVID Pass on the NHS App (not to be confused with the NHS Track & Trace App) – find out how on the NHS website. We recommend that you screenshot or download a copy of your NHS COVID Pass prior to arrival so that you have it ready to show on entry. Alternatively, you can show a printed copy.
  • A letter from the NHS (you can request one by calling 119 or online here) – please note a letter can take up to five working days to reach you and will be sent to the address registered with your GP.
  • An NHS text/email confirmation of a negative NHS lateral flow test (you can get free lateral flow tests using this link and you must log your result on the government website here).

Ticket Holders from Scotland:

If you live in Scotland, you can obtain your full vaccination status here

Ticket Holders from Wales:

If you live in Wales, you can obtain your full vaccination status here

If you do not receive your status letter in time, you will need to provide evidence of a negative NHS Lateral Flow Test by reporting the result here

Ireland, the EU/other International Ticket Holders:

Ticket holders from the EU and all other International Ticket Holders will be required to provide evidence of a negative NHS Lateral Flow Test by reporting the result here and presenting your NHS text/email confirmation on entry.

PLEASE NOTE: Failure to be able to produce the required certification will result in entry being refused.

FAQs

Does this apply to children/teenagers?

This applies to all concert-goers except those aged under 11 who are exempt and do not need to provide proof of their COVID-19 status to gain access to the shows.

How do I get a lateral flow test?

You can get lateral flow tests for free here and you must log your result on the government website here.

Please note that we will not be making Lateral Flow tests available at the site so please take a test before you come and bring proof of status.

How do I get an NHS COVID Pass?

You can get an NHS COVID Pass via the NHS App (not to be confused with the NHS Track & Trace App) – find out how on the NHS website

My COVID pass runs out before the date of the Eden Session I’m attending – what should I do?

If you cannot access your NHS COVID Pass in time, you will need to provide evidence of a negative NHS Lateral Flow Test, by reporting the result here and presenting your NHS email or text notification on entry.

I have not received my vaccination status letter in time what should I do?

If you do not receive your vaccination status letter in time, you will need to provide evidence of a negative NHS Lateral Flow Test, by reporting the result here and presenting your NHS email or text notification on entry.

I have not been vaccinated – can I attend the show?

There are two other ways you can demonstrate your COVID status to gain admission to the show:

  • Proof that you have received a negative PCR or lateral flow test result (within 48 hours of the start of the Session).
  • Proof that you have natural immunity based upon a positive PCR test (within 180 days of the show but following the 10-day isolation period).

I have not been vaccinated or taken a lateral flow test – can I attend the show?

The only other means of proving your COVID status in order to gain admission is to provide proof that you have natural immunity based upon a positive PCR test (within 180 days of the show (but following the 10-day isolation period)).

Can I get a refund if I am unable to attend a show due to COVID-related reasons?

Please see our Refund section and FAQs here.

Why are your day visitors not being asked for COVID status but Sessions go-ers are?

Eden, in common with many other visitor attractions, has maintained reduced day visitor capacity and timed ticketing in order to safely manage visitor flow throughout the day. Our day visitors are spread geographically across a very large site, enabling them to distance.

Sessions attendees will be in the concert arena in large numbers at one time. We are therefore asking for proof of COVID status for all ticket holders aged 11 and over to help keep everyone safe.

Are your staff also being tested/having to prove COVID status?

We are asking all our staff to ensure that they complete a lateral flow test on the morning of any Session they are working so that they can evidence a negative test result (or a PCR test negative result if they have taken one in the 24-hour period ahead of a Session).  We have supported the vaccination programme since introduction and encouraged our employees to take this up at all age levels.  We have allowed people to have these in work time without losing pay to support the take up of the vaccination.

Are the bands and their entourages/crew being tested/asked to prove COVID status?

There will be a requirement for all persons entering the Sessions production or artist areas and backstage (including Artists, Crews and guests, Production staff etc.) to be fully vaccinated or to take a lateral flow test before entry to secured areas.

 What other measures are Eden putting in place to reduce the risk of COVID transmission at the Sessions?

We strongly recommend that visitors continue to wear a face covering in appropriate (indoor) areas, including the Park and Ride bus and as indicated by signage on site, and to check in to Eden using the NHS COVID-19 contact tracing app.

We are a contactless and cashless site.

We are asking all our staff to ensure that they complete a lateral flow test on the morning of any Session they are working so that they can evidence a negative test result (or a PCR test negative result if they have taken one in the 24-hour period ahead of a Session).  We have supported the vaccination programme since introduction and encouraged our employees to take this up at all age levels.  We have allowed people to have these in work time without losing pay to support the take up of the vaccination.

Will I be asked to wear a face mask at the Sessions?

We strongly recommend that visitors continue to wear a face covering in appropriate (indoor) areas, including the Park and Ride bus and as indicated by signage on site.

I am the ticket purchaser but I can’t reach those that I bought Sessions tickets for to tell them about the admission rules – if they come without the proof can they get in? Can they have a lateral flow test at the site?

No – we will not be making lateral flow tests available at the site so please take a test before you come and bring proof of status.

Please note that failure to be able to produce the required certification as proof of COVID status will result in entry being refused for all Eden Sessions attendees aged 11 and over. It is very important that the ticket purchaser shares this information with all other Sessions ticket holders within their booking party, to ensure that they are fully aware of these requirements.

Can I get a lateral flow test when I arrive on site?

No – we will not be making lateral flow tests available at the site so please take a test before you come and bring proof of status.

Please note that failure to be able to produce the required certification as proof of COVID status will result in entry being refused for all Eden Sessions attendees aged 11 and over.

My child does not have access to the NHS COVID Pass, how can they prove their COVID-19 status?

If your child is aged between 11-16, they will be required to provide evidence of a negative NHS Lateral Flow Test by reporting the result here and presenting your NHS text/email confirmation on entry. Children aged under 11 do not need to provide proof of their COVID-19 status to gain access to the shows.

I have been vaccinated against COVID-19 outside of the UK, how can I prove my COVID-19 status?

If you have been vaccinated outside of the UK, you will be required to provide evidence of a negative NHS Lateral Flow Test by reporting the result here and presenting your NHS text/email confirmation on entry.

Can I use my COVID-19 vaccination card as proof?

No – we are only accepting proof as outlined as follows:

  • An NHS COVID Pass on the NHS App (not to be confused with the NHS Track & Trace App).
  • A letter from the NHS (you can request one by calling 119 or online here) – please note a letter can take up to five working days to reach you and will be sent to the address registered with your GP.
  • An NHS text/email confirmation of a negative NHS lateral flow test (you can get lateral flow tests for free using this link and you must log your result on the government website here).

I am clinically exempt from vaccination or testing, what should I do?

Please email the Box Office team on boxoffice@edenproject.com with the subject line: Eden Sessions entry – exemption from vaccination and/or testing. Please note that emails must be received a minimum of 48 hours prior to the Eden Session you are planning to attend.

Refunds:

I am not able to attend a show due to COVID-related reasons. Can I get a refund?

Refunds will be given in the following circumstances only:

  • You have received a positive result for COVID-19 after taking a lateral flow test within 48 hrs of the start of the Session. If you have taken a lateral flow test you must log your test and positive result here https://www.gov.uk/report-covid19-result and provide evidence of this. A screenshot will be acceptable proof.
  • You have received a positive result for COVID-19 after taking a PCR test within 48 hours of the start of the Session and can provide evidence of this. A screenshot will be acceptable proof.
  • You have received a text/email/phone call from NHS track and trace and have been told to self-isolate. You must submit (i) proof of the email/text you have received from the NHS track and trace team or (ii) proof that you were called by the NHS (to do this you will need to go to https://contact-tracing.phe.gov.uk/ to speak with a member of the contact tracing team to get confirmation. A screenshot of either will be acceptable proof.
  • You have been pinged by the NHS Covid-19 app and told to self-isolate. You must submit a screenshot/photo of the isolation message from their app showing the dates of isolation.
  • You are in a government ordered lockdown area or country and are therefore unable to attend the concert.

You must provide proof to support your refund application. Accepted forms of proof include:

  • Doctor’s note
  • Positive PCR or Lateral Flow Test (within 48 hours of the start of the Session)
  • Screenshot of isolation order from NHS Track and Trace or NHS COVID-19app

 Please note that refunds will not be given for the following circumstances: 

  • You have gone on holiday and then once out of England (or the UK), you are told that you must quarantine on arrival back into England (or the UK).
  • You are not willing to provide the required proof of COVID status to enable you to gain entry to the Eden Sessions.

How do I apply for a refund?

Please note that refunds must be requested by the original ticket purchaser, referencing the Eden Sessions booking reference. Any approved refunds can only be refunded directly to the ticket purchaser and against the original payment card.

Ticket purchasers who wish to apply for a refund must contact Eden Sessions and submit an accepted form of proof as soon as possible, and no later than 14 days of the show date. Please submit your refund claim by emailing sessionsrefunds@edenproject.com. Please ensure that your email includes:

  • The original Eden booking reference
  • The number of tickets that require a refund on that booking with the required proof for each ticket refund requested. E.g. If the original booking was for four tickets and two of these tickets require a refund due to COVID related reasons, two separate screenshots will be required demonstrating the proof listed above to qualify for refunds.

Refund requests will be processed within 30 days of the completed request to sessionsrefunds@edenproject.com provided the correct information is supplied when the original request is made. You will receive an email confirmation once the refund has been processed, and please allow 5 working days for funds to be received into your account.

Due to the high volume of emails/calls, we will not be able to respond immediately to individual queries. Thank you for your patience, and please bear with us during this very busy time.

Can I get a refund for my accommodation/travel?

We are only able to refund for the Eden Sessions ticket(s) plus booking fee. Eden Sessions terms and conditions state that we are not able to refund or reimburse any costs that may have been incurred for travel, accommodation, any other related goods or service or other compensation. Ticket purchasers will need to contact the accommodation and/or travel provider directly for their terms and conditions for refunds.

How do I claim a refund if I bought my tickets from a third-party site?

As stated in the Eden Sessions terms and conditions, claims for refunds must be made by the original ticket purchaser quoting their Eden Sessions booking reference. We are not able to issue refunds for sales made from third party sites. Please contact the third-party site directly for their terms and conditions for refunds.

My friend bought my ticket for me, how do I get a refund?

As stated in the Eden Sessions terms and conditions, claims for refunds must be made by the original ticket purchaser quoting their Eden Sessions booking reference.