FAQ

Since we would like you to enjoy our platform as much as possible, without any issues, here are all our frequently asked questions answered. If you have a question that has not been answered, feel free to contact us!

Livestreams

How do I watch a livestream?
Once you have bought or redeemed a ticket, go to the event page and click the yellow button ‘WATCH SHOW’. The livestream automatically begins at the start time of the stream.

Can I watch the livestream later or again?
Yes, you can. Once you bought a ticket you can rewatch the livestream within 48 hours. If you’re a GÂRDEN member the time you can rewatch a livestream depends on the subscription package you have. After a livestream has been broadcasted, it is still possible to buy a ticket to watch the livestream on demand.

Where can I watch a livestream?
GÂRDEN is accessible through a web browser on a smart TV, a computer or a mobile device. If you are able to connect one of these devices to your TV, you can also watch GÂRDEN livestreams on your TV.

How can I communicate with an artist during a livestream?
There is a chatbox visible on the right-hand side of your screen during a livestream. Via this chatbox, you can communicate with the performing artists and also with other viewers. Some of the questions asked in the chatbox will be answered during a Q&A session at the end of a livestream.

In which timezone are the livestreams broadcasted?
All of our livestreams are in CET or CEST.

Buying tickets and merchandise

How do I get a ticket? 
From the home page or the event page, click the yellow “Get your free ticket” button, which will take you to checkout. Once you have your ticket, you will receive a confirmation email with more details on how to watch the livestream. 

Members will see a different yellow button, this button will say “Member ticket”. Clicking this button will redeem your ticket for the livestream. 

What payment methods do you accept?
We accept payments with credit cards or via Ideal.

How does ‘Donate if you like’ work?
We want to make our livestreams accessible for everyone and anyone, so you get to decide if you would like to pay for them. Our livestreams are available for free when tuning in live, and also for rewatch. You can pay for a ticket if you would like to. This will then support our goal of empowering artists. 

50% of ticket (and donation) revenue goes directly to our artists.

How do I donate? 
If you would like to further support us and our artists, you can donate if you would like to. Go to the event page of the artists you would like to donate for and click the donation image at the bottom of the screen. You can decide how much you would like to donate. 

50% of the donation (and ticket) revenue goes directly to our artists.

Is it possible to get a refund?
If a livestream has been cancelled you will receive a refund automatically. If a livestream has been postponed, your ticket will remain valid. If you have simply changed your mind, you can request a refund via support@gardenmusic.eu with your contact information and an explanation of why you no longer want to join the livestream.

How do I purchase merchandise?
Before or during a livestream you can buy merchandise from the performing artists. This is only possible when a performing artist has merchandise. If so, this will be mentioned during the livestream. Please keep in mind that not all artists have merchandise.

Is it possible to return merchandise?
Unfortunately, it is not possible to return merchandise since we do not keep any stock.

Account and membership

How do I become a GÂRDEN member?
You can become a member of GÂRDEN through our member page. By becoming a member you will receive multiple advantages, like being able to rewatch the show for a longer period and to watch two or more livestreams at no extra cost per month.

How do I reset my password?
Lost your password? Ask for a reset.

How do I delete my account?
You can simply send an email with your account information telling us that you would like to have your account deleted.

How do I cancel my membership?
You can stop the auto-renewal of your membership on your profile page. You can also send an email.

How do I unsubscribe from your emails?
There are two sets of emails.

  1. Confirmation emails related to the membership or ticket(s) you bought.
  2. Our newsletters and service emails, which you can unsubscribe from at the bottom of each mailing.

Troubleshooting

What do I do when video and audio are out of sync?
If you experience this problem, it might help to close all other browser windows or unused applications as well as refresh your browser window. Also, make sure that your browser is up to date and that you are logged into your GÂRDEN account.

If you continue experiencing this, or other issues, please email support@gardenmusic.eu with a detailed explanation.

Unless you are watching a livestream live, we recommend using our support button on the bottom right of the page so we can make sure that you are fully enjoying the livestream.

About GÂRDEN

Where can I find more information about GÂRDEN?
Please visit our about page for more information on GÂRDEN.