Information
Mobile/Digital Tickets
Delivery options are detailed on Ticketmaster when purchasing your tickets.
Purchase Options
Tickets can be purchased online at Ticketmaster HERE
Box Office Location and Times
The box office will be open from 3pm on the day of the event and is located at the North gate
entrance. This is accessible near the Castle Mews of North Road and inside Bute Park
What are the Payment Plan Options?
You are now able to pay for your tickets in instalments on Ticketmaster using Klarna.
Klarna offers two options to customers depending on your order value. You can either split your payments in to 3 instalments using the ‘Split by 3 option’ or using the ‘Slice It’ option you can pay in 6,9 or 12 instalments.
The Klarna payment plan options available for your order will display as you proceed to the checkout on Ticketmaster. Please ensure you read the Klarna terms and conditions before proceeding with your payments as you may be subject to a credit search and interest charges using the ‘Slice It’ option.
I have not received my tickets yet
If you have not received your digital tickets, please check your Ticketmaster online account or contact Ticketmaster by visiting help.ticketmaster.co.uk
Having troubles booking online?
Please visit help.ticketmaster.co.uk
I can’t come to the festival anymore; Can I get a refund?
Tickets are non-refundable. Please refer to the terms and conditions on our website HERE
Is the event outdoors?
Yes, please ensure you dress for the weather and don’t forget your sun cream!
Can I bring a Chair?
Fold away seating is NOT permitted.
If it rains will the concert still go ahead?
Absolutely! Concerts are only ever cancelled due to the weather if the conditions become dangerous. However, you cannot bring an umbrella, so please dress appropriately.
What is your policy for Children?
All under 18s must be accompanied by an adult ticket holder (aged 18 or over). No unaccompanied under 18s are allowed on site. Please be aware no prams are permitted at Cardiff Castle.
Can I buy official Merchandise?
Yes, if available, official merchandise will be available to purchase within the festival.
Can I bring Food and Drink?
Food and drink are not permitted however there are food and drink concessions within the event.
1 x sealed water bottle is permitted per person max 500ml
1 x empty reusable water bottle is permitted.
There will be free water re-fill stations at the venue.
If you have a medical condition, then a doctor’s note will permit diet-specific food and drink only. More information on this will be announced shortly.
Can I apply to be a trader?
Please email info@depotcardiff.com for further information
Can I bring a Dog?
No animals, other than guide or hearing dogs, are permitted on site.
TRAVEL
Car Parking
Nearest car parks? There is no parking available at the Castle. The closest alternative car parks are the NCPs on Westgate Street, Cardiff Arms Park or Sofia Gardens .
Public Transport Info
Click here for a map of city centre bus stops and service frequencies.
Where is the nearest Bus and Train station?
Both Cardiff Central and Cardiff Queen Street stations are located within easy walking distance of the Castle.
Taxis
Local taxi firms are Dragon Taxis and Capital Cabs.
ACCESSIBILITY
How do I purchase an Accessible Ticket?
We want Cardiff Castle to be an event accessible for all. To ensure we have the correct level of facilities we ask customers to purchase the correct type of accessible ticket on Ticketmaster. The following options will be available:
• Wheelchair Platform
• Ambulant
• Hearing Impairment
• Essential Companion
To purchase an accessible ticket please click HERE
If you have any questions, please contact bookings@depotcardiff.com or visit help.ticketmaster.co.uk
Accessible tickets not showing up to purchase on Ticketmaster?
If accessible tickets (Wheelchair, Ambulant, Deaf / Hard of Hearing and Companion) are not showing up as an option to purchase on Ticketmaster, this means unfortunately it has sold out therefore unavailable to buy.
What if I require an Essential Companion?
There is an option to select a companion ticket when you are purchasing an accessible ticket. Once you have selected a companion ticket, there will be an
approval process. For the approval process, you will be contacted to provide supporting documentation for validation of your request.
Companion tickets must be selected with an accessible ticket as they cannot be requested on their own.
Please check the terms and conditions for companion tickets to see what type of supporting documentation you can provide.
If your request for a companion ticket is not approved, the access team can advise on the procedure.
Terms and Conditions for Essential Companion Tickets
If you have selected a companion ticket, you will be contacted to provide one of the following forms of supporting documentation as evidence to grant a complimentary companion ticket:
• Any level of DLA
• Any level of PIP
• Medical professional’s letter
• Armed forces independent payment
• War disablement pension
• D/Deaf or blind registration
• Nimbus access card
• Blue Badge – Only accepted as adequate evidence for accessible car parking.
Further information is available HERE
If you have any questions, please contact bookings@depotcardiff.com or visit help.ticketmaster.co.uk
What is an Ambulant Ticket?
An ambulant ticket is for customers who have a medical requirement for an essential companion to attend the festival.
Customers who have purchased an ambulant ticket will be contacted to provide proof for a companion ticket.
Accessible Viewing Platform
The accessible viewing platform is a raised platform located with prime view of the stage. There are accessible toilets and a changing unit located nearby.
This area is for customers who require a wheelchair to make their experience comfortable.
The accessible viewing platform has a limited capacity and is strictly for access customers plus 1 companion only.
To purchase a ticket for the accessible viewing platform please click HERE
Accessible Toilets
Accessible toilets are situated at the accessibility viewing platform and main toilet blocks in the arena.
Ground Conditions
The Castle grounds are flat- Just over the drawbridge at the Castle entrance, there is a cobblestone path running the length of the site.
Strobe Lighting and Special Effects
Smoke machines, strobe lights, fireworks and other effects may be in use at this event. Anyone affected by these should bear this in mind.
Medication
You are permitted to bring required medication into Cardiff Castle. Please bring a copy of your prescription or a doctor’s note. Please make sure you only bring enough for the duration of the festival and ensure you keep it safe with you at all times.
Chairs
Chairs are not allowed into the area for any of the Cardiff Castle concerts.
If you have any questions, please email bookings@depotcardiff.com
Assistance Dogs
Assistance dogs are permitted on site. If you require to bring a registered assistance dog, please contact bookings@depotcardiff.com
British Sign Language
If you require a BSL interpreter please do purchase a hearing impairment ticket and we will provide a interpreter.
Temporary Impairments
Please note that Cardiff Castles accessible facilities cannot cater for people with temporary impairments such as broken bones, healing injuries and those who are pregnant.
If you do have a temporary impairment, please be aware that there will be a lot of walking to get around the festival and not many places to sit.
If you have any questions, please contact bookings@depotcardiff.com
Accessible Transport
You can find out about accessibility on buses HERE
You can find out about accessibility on trains HERE
Accessible Taxi Firms
Capital Cabs Ltd have wheelchair accessible taxis and minibuses for hire.
How far is the drop of point to the main entrance?
There is a drop off point located just outside the North Gate entrance
Contact us
Please email bookings@depotcardiff.com for any more performance access enquiries.
If you require a call back, please do leave your phone number with a message in the box below and a member of the team will call you back.
SAFETY AND SECURITY
Free Drinking Water
There is free drinking water available at the re-fill drinking stations. Please look out for the signage within the arena.
1 x sealed water bottle is permitted per person max 500ml
1 x empty reusable water bottle is permitted.
If you have a medical condition, then a doctor’s note will permit diet-specific food and drink only.
Welfare Tent
There are medical and welfare facilities available within the arena. Please ask a member of security to direct you to the facilities if required.
Lost Property
If you have lost anything at Cardiff Castle, please contact info@depotcardiff.com and clearly describe the item you have lost.
If you are at Cardif Castle, please locate your nearest member of the stewarding team or staff.
Medication
You are permitted to bring required medication into Cardiff Castle. Please bring a copy of your prescription or a doctor’s note. Please make sure you only bring enough for the duration of the festival and ensure you keep it safe with you at all times.
Bag Policy
Small bags/rucksacks are permitted. Bag searches will be in operation.
Prohibited Items
You can see out prohibited items in our terms and conditions here HERE
Crime Prevention
We advise against bringing valuables to the event, however, if you choose to do so please keep them hidden from view where possible.
Can I bring an Umbrella?
Umbrellas are not permitted as they obscure the view for others.
Can I bring a Camera?
Any cameras that are deemed as “Professional” will not be permitted into the arena.
Permitted:
Non-Professional Recording Equipment (Point & Shoot Cameras, Flip Video Cameras, etc.)
Not Permitted:
Professional Recording (Photo, Video, Audio) Equipment (NO Detachable Zoom Lense, Tripods or Other Commercial Equipment) Selfie Sticks
CCTV
The event arena and surrounding areas are covered by CCTV.
Re Admittance Policy
There is strictly no readmission on day wristbands. Day ticket holders should expect queues at the entry gate and arrive with plenty of time before the first act they wish to see – no refunds will be given for acts missed.