Do you notify your users of the latest events to go live?
Yes, is the answer to your first question if you have opted to receive information from us during registration. Users are notified of new events and we send out newsletters periodically (as we know daily emails are annoying!).
Help! I can't load my documents?
Don't panic! It will probably be something very simple.
1. You are notified of the type of computer files we accept adjacent to the area where you need to load them. Please check your file complies with one of them first.
2. Does your file name have an punctuation in it e.g. Cora's.doc in this case the apostrophe is not recognised by any system so rename the document coras.doc save and try again.
3. Is your file larger than 5MB? If so please resize it using many of the free resizer programmes available on the internet.
4. Make sure you are loading the correct file in the correct area.
5. Still at a loss? Lets see if we can assist directly. Send your domument/file/image etc to us at firstname.lastname@example.org along with your user name e.g. John Smith and the email address you registered with and give us 24 hours to get you back on track.
If accepted for event when is payment taken? Are we given time to pay?
As soon as you are accepted by the organiser, an attempt to take payment from your card will be made shortly after. If you are not sure you are ready to apply to an event, please do not apply, or, hold the event in your 'shopping basket' until you are ready. Many organisers offer a discount and we advise of this at check out or the organisers do this on their event page.
WHY? Unfortunately too many traders waste an organisers time by saying they want a stand at an event, send their forms off knowingly with either a post dated cheque or 'forget' to put one in. The organiser accepts their application as the exhibitor pleads ignorance, but then pulls out of the event at the last moment, or worse, bounces a cheque at some point.
So, understandably, more event organisers are now requiring a financial commitment from potential exhibitors, by (subsequently) a cleared payment up front, with their application. Some organisers require full payment, some opt to take a deposit and allow exhibitors to pay the remainder at a later date – however, until the balance is paid no stand will be assured by any organiser, using our system or not!
We handle an organisers payment option/s on their behalf, providing the exhibitor with the choice they give you. Your money goes directly to the organiser concerned. The contract is between you and the organiser, not Event Owl, we are the conduit allowing the saving of data for streamlining the application process down to a minute or two for you the exhibitor. Depending on when the event is you can always decide to book when you can pay of course, if there are any stands remaining.
Payment from your card is ONLY taken IF you are accepted by the organiser, we will send you an email to this effect. If you are declined the system forgets your card details.
Why can’t I pay by cheque, faster bank transfer, cash, bacs etc.?
Technology is not going away but only moving forward at a very fast pace. Online transactions are here to stay. With the banking system protecting us all from fraud, and with companies like ours buying software protection to keep your transactions secured, that cash stored under your mattress is more likely to get pinched by a burgler and a cheque more likely to be altered.
Bacs has limitations in that it only does one job, transfering money from one account to the other. Our system not only transfers money from one account to another (a card is only a portable bank account access point really when you think about it) but takes this information, plus the breakdown of other financial info and puts it into yours and the organisers dashboards, along with all your application information. This extra information cuts down the chasing, amending and reconciling at both sides.
Can I withdraw from an event?
YES! IF the organiser approves of it, though we cannot gaurentee any refunds after receiving your acceptance email from the organiser. You then fall user the organisers terms and conditions which you ticked and received by email.
All YOU need to do is sign in, and within’ Exhibitors’ on the navigation bar, click on Purchases. On the event listing concerned click the WITHDRAW link. Then drop an email to the organiser explaining the situation.
The organiser will then receive your email, and an automated email from us, advising that you wish to withdraw. They then hopefully (!) they will approve this withdrawl and you will be notified when they do by Event Owl. The organiser then issues any refund (NOT us).
If after being accepted and receiving the acceptance email, you see an oversight and/or realise your order is wrong, as your card will have been charged already you will be under the organisers terms and conditions.
You can withdraw and reapply if your oder was wrong, however the organiser will need to review their t's and c's and may not refund until you have re-booked.
Related topic - Help! I've applied for an event and forgot to use my promotion code!
Just follow the above procedure, re-apply, and use your promotional code when you get to check out. Click on 'Apply' next to it which will add your discount/promotion offer to the total.Then at the bottom of the order click 'Apply Now'.
Related topic - I am ususally given a discount/free stand but have no promotion code?
Simply call the organiser concerned, which, if you are entitled, will provide you with a discount/promotion code. This is simply entered at the check out in a box at the top of the order once you've clicked on 'Apply now'. Be sure to click on 'Apply' next to the box. The discount/promotion will be applied to your total, then click the 'Apply Now' button again.
What are Stripe and Event Owl fees?
Stripe is a worldwide payment gateway, similar to others like PayPal, Worldpay, Sage Pay and so forth. It charges for transferring your money from your bank to that of a receiving bank.This is very nominal and safegaurds your payment 'going missing'. In the case of a refund from an organiser, Stripe will refund their fee. Event Owl charges a one-time, non-refundable fee per ‘accepted’ event application, which pays for our websites administration. We always encourage organisers to pay one or both of these fees, but alas some may not. We will advise you of this at check out through.
I am really struggling to upload my documents.
When you click on the pink buttons Event Owl opens a portal to YOUR OWN computers library. You'll need to search for that document (we use MS Doc's, Jpegs and PDF's in the main, and others as directed) select it, click on 'Open' in your library and hey presto it will load into Event Owl. Insurance documents - ensure you attach your PUBLIC LIABILITY insurance summary detailing your business name, cover dates and amounts, insurers name, and policy number. These last three items need to be the same as in the three boxes found in your Exhibitor profile which ask for this information. If thay are not matching you cannot apply to an event via the system. It's our way to help both sides ensure the legal stuff is covered! Follow the notes though on each application.
I’ve just received an email saying you’ve had a problem with my card, what do I do?
These things sometimes happen;
- Check you have sufficient funds on your card/in your bank account (including transactions that have not yet cleared). If you have insufficient funds, simply follow the instructions on your email or in My Purchases and try with another card.
- It might just be your bank not recognising Stripe (who we use to process your card securely) as a payment gateway. If it is your bank, clear it for Stripe.com transactions and try again following the instructions we provide on the email we sent you with the error message.
i. Click on Exhibitors in the purple zone
ii. Click on Purchases
iii. In the Right Hand Column click on the link to Pay deposit or Pay Balance now or Pay in Full now and follow the instuctions provided.
Keep an eye on your card/bank account to ensure the payment goes through, and on your emails and your Purchases list. If we encounter another issue we will flag this up for you.
How do I use promotional codes?
You will have been given a code to use by the Event Organiser. When you get to the check out you will see a box asking for this information once you click Apply now. Simply type it in, click apply and any discount will be taken off your total.
Why are you charging VAT on my order?
Some larger organisations are VAT registered and charge VAT on certain exhibitor stands and other extras. They will have been asked to submit their VAT registration information as a pre-requisite before charging you VAT. This information will be made available to you at the time of booking and on your receipt under ‘My Purchases’.
The event I attended was cancelled how do I get a refund?
Event Owl is only the agent between yourself the exhibitor, and the organiser, as per our Terms of Service. You are responsible for checking each event organiser’s terms and conditions. Once you tick the box on the application form that you agree to the organiser’s terms and conditions, this strikes a contract between you/your business and the organiser. Therefore you need to address the issue directly with the Event Organiser for any refunds due as per their terms and conditions. A copy of this is always sent to you with your order confirmation email..
I am really struggling with my application, can I call you?
Of course you can, our tel no is 0330 332 6224 or drop us a line via the comments box. We will call you as soon as one of the team becomes available.