FAQS

TICKET ENQUIRIES

• The event I have bought a ticket for has been cancelled – what do I do? Will I receive a refund?

  In the event of a show being cancelled, refunds will be in accordance with the promoter’s T&Cs at their discretion – you will need to contact them and/or your ticket agent.

• I can’t find my ticket/ticket confirmation, what should I do?

  Please access your account on your ticket provider website and try to download the ticket directly from there.

  If you still can’t see your tickets, please contact your ticket provider directly for assistance.

• I put in the wrong email address, what should I do?

  Please contact your ticket provider for assistance with your booking reference in the subject line.

  Kaboodle: silverworksisland@kaboodle.com

  Other ticket agents: please contact them directly.

• What is your ticketing policy?

  All tickets will be checked and scanned on entry. Tickets can either be printed or, in the case of e-tickets, displayed on your mobile. If you have purchased a pre-1pm or pre-2pm ticket and arrive after the time specified, the venue reserves the right to refuse entry or impose a late entry fee.

  Please bring a valid form of photographic ID with you to the event (please note, we only accept valid passports, foreign national ID cards, driving licences or Home Office approved PASS cards as identification and/or proof of age).

  If there is a name on your ticket, you must provide valid photographic ID to match this name.

  Any fake, invalid or duplicate tickets will be rejected.

  Please ensure that you purchase your ticket(s) from an authorised ticket agent. Authorised ticket agents vary from show to show – please check with the promoter of the show you’re interested in to see if a particular agent is authorised.

  If you purchased through the Silverworks website, your ticket provider will be Kaboodle. Their customer service email is silverworksisland@kaboodle.com

• The show is sold out – how do I use the resale system?

  Once a show sells out at Silverworks Island, resale systems on Kaboodle and Resident Advisor will be automatically activated. Please note that we strongly advise against buying or selling tickets for sold out shows through any platforms other than Kaboodle and Resident Advisor which are the only authorised resale systems. Resale tickets will appear on Kaboodle & Resident Advisor’s ticket pages as and when existing ticket holders decide to list their ticket, so we encourage you to check back on a regular basis if there are none available when you initially look. If you purchased through the SWI website, your ticket provider will be Kaboodle. Their customer service email is silverworksisland@kaboodle.com

CONDITIONS OF ENTRY

• What does the challenge 25 policy mean?

  If you are lucky enough to look under the age of 25, you may be asked to show identification to prove your age to be granted entry to the venue for all shows where age restrictions apply.

  For further information on the Challenge 25 policy, please visit www.challenge25.org.

• What is Silverworks Island entrance policy?

  All tickets will be checked and scanned on entry.

  Searching is a condition of entry to protect your safety and that of other visitors.

  All persons entering the venue are also governed by the licence conditions and are liable for searches by security staff.

  Full body and bag searches will be carried out before entry is granted. Any refusal by the ticket holder to comply with such searches may result in refusal of admission and eviction from the venue without refund or compensation. You are entitled to refuse the search and leave the venue at any point.

  Once you have left the venue, re-admittance will not be permitted.

• What is Silverworks Island’s drug policy?

  Silverworks Isalnd operates a strict zero tolerance drugs policy. Searches will be in operation and this is a condition of entry to the venue.

  Anyone found in possession of illegal substances will be refused admission, ejected from the venue and may also be liable for prosecution.

  We reserve the right to pass your details to the relevant authorities should we consider an offence or criminal act has taken place.

• When is last entry to shows?

  Most shows at the venue have a last entry time.

  Please check this before buying your ticket, as we cannot guarantee entry after last entry.

• What forms of ID do you accept?

  We only accept a valid passport, foreign national ID cards, driving license or home office approved PASS hologram as identification and/or proof of age. If there is a name on your ticket, you must provide valid photographic ID to match this name
  Please note that we cannot accept expired or out-of-date forms of ID. If you are not able to provide a valid and in-date form of ID, you may be refused entry on to the premises.

• What is the bag policy?

  We do not allow bags or rucksacks on site that are bigger than an A4 piece of paper (21cm x 30cm). If you bring a bag or rucksack larger than this to site you will not be permitted entry onto site with it.

  Please only bring essential items with you to the venue.

• Can I bring my own food and drink?

  No food can be brought into Silverworks Island, but we have a wide selection of great food traders (including vegan and vegetarian options) and bars within the venue.

• Are there any prohibited items I’m not allowed to bring?

  Please note, you are NOT permitted to bring any of the following items into the venue:

  Light-up devices (including but not limited to: fairy lights, light-up headwear, glowsticks, torches), inflatables of any size, costume masks, flags, banners, signs, inappropriate branded items and any other items which we consider to be unsafe or pose a risk to public safety and/or security, professional cameras and recording equipment, glowsticks, illegal substances; legal highs or any other psychoactive substances; food; any form of liquid (including drinks and perfume); chewing gum; bottles; weapons; ammunition; explosives; horns; whistles; drums; fireworks; or any other article which may be used as a weapon of missile, or which may, in our reasonable opinion, cause danger or disruption to visitors at the venue (regardless of whether or not such item is illegal or is carried for specific purposes). We reserve the right to confiscate any prohibited items. Anyone found in possession of such items will be refused admission, ejected from the venue and may also be liable for prosecution.

  No refunds will be given to customers who are refused admission due to possession of prohibited items.

  We reserve the right to confiscate any Prohibited Items. Anyone found in possession of such items will be refused admission, ejected from the venue and may also be liable for prosecution. No refunds will be given to customers who are refused admission due to possession of Prohibited Items.

  If you have any specific reasons for bringing Prohibited Items into the venue (for example, because you have a dietary or medical condition), please contact us prior to the event on info@silverworksisland.com.

  Animals, with the exception of guide dogs, are not permitted in the venue.

GENERAL ENQUIRIES

• Can I pay by card at Silverworks Island?

  We are a cashless venue, our bars and food traders only accept card and contactless payment methods.

• Can I bring a water bottle?

  Transparent, empty bottles are permitted. Opaque or metal bottles are not allowed inside the venue.

• Is there free water available?

  Free water stations will be available around the site.

• Is there a dress code?

  Silverworks Island is an outdoor venue so please dress appropriately for the weather. Due to the nature of the ground we also recommened wearing sensible and comfortable footwear.

• What is your Privacy & Cookies Policy?

  Our Privacy & Cookies Policy can be found here.

SET TIMES

• When will set times be released?

  Set times are displayed on social media on the day of the show. Instagram: @silverworksisland.

  Please note that set times are subject to change.

TRAVEL & GETTING HERE

• How to I get to Silverworks Island?

  Please visit our Location page.

• Can I park at Silverworks Island?

  There is strictly no parking at Silverworks Island or in the surrounding area. Please do not drive to the venue.

• Leaving the venue

  When leaving the venue, please consider our neighbours and leave quietly. We have a designated pick-up point on site for private hire cars and a taxi rank.

ACCESSIBILITY & MEDICAL ENQUIRIES

• How can I submit an accessibility request?

  You can submit a request for accessibility for any of our shows  HERE.

  If you have any further queries regarding accessibility, please contact our team at: access@silverworksisland.com

• What should I do if I feel unwell at Silverworks Island?

  We have a dedicated Welfare and Medical area on site. Please let a member of staff know you feel unwell, and they can direct you to the Welfare and Medical area.

  Regardless of the cause of your ill-health, our staff are trained to be non-judgemental with your well being placed with the utmost importance.

• Can I bring my prescription medicine or medical equipment?

  Yes – if you have any specific reasons for bringing prohibited items into the venue (for example, because you have a dietary or medical condition), please contact us prior to the event on access@silverworksisland.com

  When you arrive onsite, please make security staff aware that you are bringing medical items in with you. Please contact us prior to the event and we can verify any items you need to bring on site. Please note, when bringing any medication on-site it must be the required dose and in its original packaging.

SAFETY & WELFARE

• What is Silverworks Island's drugs policy?

  Silverworks Island operates a strict zero tolerance drugs policy. Searches will be in operation and this is a condition of entry to the venue. Anyone found in possession of illegal substances will be refused admission, ejected from the venue and may also be liable for prosecution. We reserve the right to pass your details to the relevant authorities should we consider an offence or criminal act has taken place.

• What do I do if I feel unwell?

  If you or any of your friends feel unwell when you are at SWI, please find a member of staff immediately. All our staff and our dedicated medical and welfare teams are here to help and offer assistance, without judgement. We work closely with The Loop to provide information on harm reduction.

• Is free drinking water available?

  Yes, free drinking water stations are located around the venue.

• Welfare and heat

  We will be allowing customers to being their own suncream to the venue, in original bottles of up to 100ml only. We will have sun cream readily available at the welfare tent and the info point. Please look after yourself and others in the heat, and stay hydrated at our free drinking water points across the venue. Please ask a member of staff for directions to the nearest water point.

• What are some signs of a drug-related emergency?

  Some of the signs of a drug-related emergency include excessive sweating, significantly raised temperature, muscle rigidity, non-responsiveness, chest pain and seizures. Be aware of the symptoms and seek help quickly if you or any of your friends experience these.

LOCAL RESIDENTS

• I’m a local resident and what to get in touch, how can I do so?

  Please email us on community@silverworksisland.com and a member of the team will get back to you as soon as possible.

JOB OPPORTUNITIES

• Where can I check out job vacancies?

  Thank you for your interest in a career at Silverworks Island.

  BAR OPERATIONS & STAFFING
  Our bar operations and staffing are handled by Field Vision – to apply to be a part of their team, please click here.

  BROADWICK
  Please click here for job opportunities at Broadwick.