frequently asked questions
Q. I have lost my tickets. Can you replace them?
A. Like any other box office or ticket agency, we cannot replace lost tickets, unfortunately.
Q. Is it possible to get a refund on my ticket?
A. Sorry, we cannot refund unwanted tickets.
Q. I've ordered tickets online but have not received them. When will I get them?
A. Skiddle are the online ticket agents and should email your tickets. If you have not received them, please contact Skiddle, not us, as we don't know which tickets are ordered online. There is a contact email and number on their website at www.skiddle.com
Q. Will tickets be available on the gate?
A. Probably, but check website and Facebook for announcements in the event of a sell-out. However, it is very probable that CAMPING tickets will be sold out, and almost certain that Campervan/Caravan tickets will be sold out. If you intend to come but have not yet bought tickets we strongly advise you, particularly if camping, to buy your tickets well in advance. It will also save you money of course!
Q. Why is there a booking fee charged on top of ticket price?
A. Due to the nature of Festival ticket sales, credit card facilities are hard to obtain. Ticket agencies are the only way to take online payments, and it is the agency, NOT A New Day Festival, which imposes the booking fee for their services.
You can avoid booking fees by buying mail order. There is no booking fee but there is a one-off handling & postage fee of £5 per order, not per ticket.
WHERE IT IS, PARKING AND TRANSPORT
Q. Where is it?
A. Mt Ephraim Gardens, Staple Street, Hernhill, Faversham, Kent ME13 9TX.
Mount Ephraim is approximately 1 mile from the end of the M2 and is located between the villages of Boughton and Hernhill. Follow the brown and white tourist signs from the A2 and A299.
Q. Are there any parking facilities?
A. Yes, and parking is free.
Q. Where is the nearest railway station?
A. Faversham Station, approx 2.5 miles from Mt Ephraim.
Q. Is there a bus service from Faversham Station to the venue?
A. There is a daytime bus service from Faversham to Staple Street, very close to the venue, on Friday and Saturday, finishing around 6pm. No service on Sunday. There should be plenty of taxis on hand each evening.
WHAT CAN I BRING?
Q. Can I bring fireworks?
A. Sorry - fireworks are strictly prohibited.
Q. Can I bring my camera?
A. Professional camera equipment is not permitted. You can bring your 'professional' hand held camera but the use of tripods, lens cases and other professional equipment is not allowed without press accreditation. These are the rules of the artists and not A New Day Festival.
Q. Can I bring my own alcohol, bottles and glass to the festival?
A. To enable us to comply with the four licensing objectives alcohol cannot be brought into the festival arena but can be brought onto the campsite. We do, however, provide a very reasonably priced bar. Glass cannot be brought in to the festival or the campsite for health & safety reasons. You can take alcohol OUT of the venue back to the campsite, and the bar does off-sales of 4 pint bottles.
Q: A ban on bringing alcohol is understandable but why can't I bring my own food?
A: Stallholders pay us to trade at the festival, thereby subsidising the price of your tickets. If they don't make money because people bring their own food, they won't come again meaning higher ticket prices and no food stalls for those who don't want to bring their own food! It's simple economics. Obviously, there is no restriction on the campsite, just in the music venue itself.
Q: Can I bring my dog?
A: Well behaved dogs (and owners) are welcomed, but all dogs MUST be kept on a lead at all times, and of course any fouling must be removed IMMEDIATELY.
IMPORTANT: one year (2017) we had dogs roaming free and some owners not clearing up their dog mess, which is both anti-social and disgusting. We like dogs, we don’t want to ban them, so please consider this!
Q. Can I bring fold-up chairs, wind breaks or gazebos?
A. Fold-up chairs are permissible but after dark when the arenas are at their busiest, we request that they are removed from the front of the arena. Wind shields or gazebos cannot be brought into the festival arena.
Q. Can I park my car next to my tent or caravan?
A. Not next to, but car parking is very close to campsites. If you camp in Campsite B you will be parked in same field as your tent, but not NEXT to your tent. If you camp in Cricket Pitch campsite you need to park in car park and carry your gear to the campsite.
Q. Can I put a tent next to my friend's caravan/campervan?
A. Yes, but taking note of Campervan guidelines which will be strictly policed.
Q. Can my friends keep a space for my car and tent next to theirs?
A. No, you must meet up off site and arrive together.
Q. Can I place an awning at the side of my caravan/campervan?
A. Campervan and caravan pitches are 6 metres wide and allow for a campervan/caravans up to 3m in width to be sited in the centre of that space. This is to ensure that everyone is comfortably sited and have sufficient space between each neighbour. If your awning takes your overall accommodation width much over 3m, and to be fair to all campsite occupants, then you should buy a second pass unless you are sited next to friends and they are happy for you to encroach on that space with your awning. If you pitch a tent next to your camping vehicle then no awning is permitted.
Q. Are there any concessions for the disabled?
A. We have had to review our policy, so please read carefully. A person requiring a carer must be in possession of higher rate DLA or enhanced rate PIP with a care component. Just having a Blue Badge will not qualify for carer concession. Disabled people with a clear need for a carer can buy a ticket with carer option on the ticket page.
Q. Are there any disabled parking and disabled camping facilities?
A. For those that are not camping there is a disabled parking area adjacent to the festival entrance. On arrival please let the stewards know that you are disabled and they will direct you to the parking area. Disabled parking & camping is STRICTLY for Blue Badge holders. Any vehicle in disabled area without a blue badge will be removed!
If you are camping, there is a separate disabled parking and camping area adjacent to the exit of the campsite. There are also disabled toilets in this area.
Q. How accessible is the site for the disabled?
A. Almost all the site has good disabled access. However, the terrain can be quite demanding. There are several steep gradients - especially in front of the main stage - and there are no tracking mats provided for the pathways, should it rain. We advise that guests in standard self-propelled wheelchairs may not find the site very straightforward. We recommend the use of Free-Wheel adaptors or, if you prefer, the rental of motorised scooters via Shopmobility at Whitefriars Canterbury (2nd Floor Car Park - They validate parking too!). Scooters should be booked in advance by calling 01227 459889
Disabled toilet facilities are available for the festival and disabled campers will be situated close to disabled toilets on the campsite.
Q. Can I charge my disability scooter during the festival?
A. Scooters can be charged next to the disabled viewing platform during the day. We are looking into the possibility of overnight charging facilities but can’t promise anything just yet.
CAMPERVAN RULES and GUIDELINES
• There are limited numbers electric hook-up points which MUST be booked in advance. If you have not purchased a hook-up, DO NOT set up in a hook-up place - you will be moved on!
• Water is provided, but please bring a suitable container.
• Waste disposal is provided.
• The pitching of tents with campervans is discouraged for safety reasons, however if your group is too large to fit into your campervan/caravan, you may pitch one small two person tent immediately beside the vehicle (max size 3x2 mtrs). Anything bigger will require an extra pitch purchase. Tent cannot be pitched if you use an awning on your van. Max awning size 2.5 mtrs.
• There is NOT room for gazebos. If you want to pitch a gazebo you must purchase an extra pitch for it. No windbreaks are permitted.
Please note: Cars cannot be parked next to campervans or caravans. Please use the public car parks provided.
Q. Can I sleep in my van / car?
A. Not in the car park. Of course you may class your car or van as a campervan if you wish, in which case you must purchase a campervan pass and park in the campervan area.
Q. Are there any restrictions on tent size?
A. No but please try to be sensible and fair to others. Please try to use a tent that covers your basic needs. And remember gazebos are not permitted – we have limited campsite room and we need to accommodate as many people as possible in order to survive!
Q. Are there shower and toilet facilities (including disabled facilities) on the camp site?
A. There are toilets throughout the site. Showers are situated in the cricket pavilion
Q. Can I have a barbeque or fire at the camp site?
A. GAS BBQ's are allowed but must be off the ground. Flat throwaway BBQ's or any type of open fire are not allowed.
Q. Are there any electrical hook-ups and water supplies on the campsite?
A. There are fresh water standpipes on the campsite. Electric hook-ups are available but limited supply, and MUST be booked in advance. Hook-ups must not be shared with a splitter - that's not how it works!
Q. Are we likely to be kept awake all night in the campsite by noisy revellers?
A. We have been 'advised' by the council that local people WILL complain about any excess noise at night. We would request that noise is kept to a minimum throughout the campsites. Naturally many people will be enjoying a late-night drink with friends - so will we! - but please, no shouting, shrieking or rowdy behaviour. We cannot allow any amplified music after 12.30am. Campsites will be patrolled by security officers and if they ask you to be quieter please comply with their request; it's for a very good reason. Generally speaking, the cricket pitch campsite is quieter than the others.
Q. Is Glamping available?
A. Yes, Glamping and Pre-pitched Camping available via Camel Camp - see details on Information page. Please note that glampers also need a standard camping ticket, per person.
Q. We are travelling a long way - can we arrive and camp up on Thursday?
A.Yes, we now have limited availability for Thursday camping, for which an extra Thursday camping ticket is required. Thursday campers may arrive between 4pm and 8pm Thursday - NO ADMITTANCE AFTERWARDS until Friday 10am. To access campsites you will need 4Day camping tickets. Alternatively there are many private campsites in Kent where you can pitch up on the Thursday. See https://www.lovecamping.co.uk/campsites/south-east/kent
Q. Can we camp without actually attending the festival?
A. No, the campsite is for festival ticket holders only. Access to campsite is not possible without a camping ticket AND a festival ticket.
Q. I've had a bad experience at other festivals with insufficient or unclean toilets. Are your facilities any better?
A. Oh yes. We have plenty of toilets that are cleaned and serviced constantly throughout the weekend and topped up with soft toilet paper.
Q. Is there a cash machine on site so I can withdraw cash?
A. No. We are simply not big enough for the facility. The bar, box office and merch stall take both cash card payments, as do most of the stalls, but we advise you to bring cash with you in case of signal failure!
Q. Are children welcome?
A. Yes, of course! Children under 10 are admitted FREE.
Children under 16 must be accompanied by a ticket-holding adult, and Family Tickets [2 adults and 2 Youths (10-15)] are available at discounted prices.
Q. I'd like to perform at A New Day Festival. Who do I contact?
A. email email@example.com
Q. I would like to advertise in the Programme. Who do I contact?
A. email firstname.lastname@example.org
Q. I would like to have a FOOD trading stall. Who do I contact?
A. email email@example.com
Q. I would like to have a non-food stall. Who do I contact?
Q. I would like to be a steward. Who do I contact?
A. email firstname.lastname@example.org
Q. I would like to talk about sponsorship. Who do I contact?
A. email email@example.com
Q. Do I need to bring ID?
A. If you are lucky enough to look under 25 you must bring ID for purchase or consumption of alcohol
Q. I can't find the answer to my query. Who do I contact?
A. Please send your query to firstname.lastname@example.org