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FAQs

  • Access

    • Can I access with a camera?

      Entering the festival with professional photo or video cameras, recorders, drones or selfie sticks is not allowed.

    • Can I access with my motorbike helmet or other transport elements such as skateboards or bicycles?

      No, large objects such as suitcases, bags or large backpacks, skateboards, motorbike helmets aren't allowed.

    • Can I bring animals into the festival?

      Bringing in animals of any kind is not allowed, except for guide dogs accompanying visually impaired people duly identified.

    • Can I bring food or drink into the festival?

      You can only enter with one bottle of water — maximum size: 0.5 l.

    • What is the minimum age to enter Paradise?

      All festival-goers must be of legal age.

    • Is there access to the festival for people with reduced mobility?

      Yes, the festival has access to the general public area for people with reduced mobility.

    • Can I come back in Paraíso if I leave the festival?

      Once you leave the festival, you won't able to come back in on the same day.

  • Site and schedules

    • How do I get to Paraíso?

      Find all the information here.

    • Does Paraíso have a parking facility nearby?

      Paraíso doesn't have a parking facility for cars or other vehicles, although there are parking spaces and a parking facility nearby. However, we remind you that you can also come to Paraíso by public transportation, by bus and metro, both with stops very close to the festival.

    • Is there a map to see where things are located at the festival?

      Yes, you can check it here. If you prefer, you can also download it.

    • What are Paraíso's opening hours?

      The doors will open at 17:30 and each session will end at 5:30.

    • Is there a time limit to access the festival?

      No, you can access both days at any time after doors open. Remember that if you have to exchange your day ticket or two-day ticket for your wristband, you'll have to do so between 17:00 and 3:00 at the Wristband Collection Office.

  • Services

    • Is there a cloakroom service?

      No.

    • Is there is any lost objects office?

      If you find or lost any object at Paraíso, go to:

      • During the festival:

        These will be taken to the information office

      • After the festival:

        On Sunday 16 you can pass by the venue for get them back. Ask to our security crew.

        On Monday 17 at 11am: Found objects will be taken to Moncloa Police office. C/ del Rey Francisco, 15. Telephones: 060 | 915 488 130 | 902 102 112

    • Is there a lost and found point?

      If you find or lose an object at Paraíso, go to the information point.

    • Can I buy gluten-free, vegetarian or vegan food at Paraíso?

      Yes.

    • Can I buy gluten-free beer at Paraíso?

      Yes.

    • Can I buy tobacco at the festival?

      No. If you are a smoker, remember to buy your tobacco before entering the festival.

    • Is there an internet connection?

      No. The festival has mobile coverage, although we cannot guarantee its quality.

    • Are there toilets for people with reduced mobility?

      Yes.

    • Is there a camping area at Paraíso?

      No.

  • Tickets

    • Where can I purchase my Paraíso ticket?

      In the Tickets section of our website.

    • Can I purchase tickets at the festival?

      Yes, at our ticket offices from 17:00 to 3:00 as long as tickets are available.

    • I've purchased my ticket but I haven't received an email confirming the sale. What should I do?

      Contact the official sales channel via email stubhubtickets@stubhub.es or call +34 910 608 519.

    • What happens if I purchase a ticket in an unofficial sales channel?

      Paraíso cannot guarantee the validity of a ticket purchased through an unofficial sales channel.

    • What should I do if I lose my ticket?

      Make sure the ticket hasn't fallen into someone else's hands. Only the first ticket presented at the festival entrance will be valid. Any ticket with the same code presented later will be considered invalid.

    • How can I contact customer service?

      If your query concerns ticket sales, please write to stubhubtickets@stubhub.es or call +34 910 608 519. For all other queries, please contact us at hola@paraisofestival.com.

    • Can I get an invoice for my ticket?

      The ticket itself is valid as an invoice. However, if you're a company, you can contact hola@paraisofestival.com.

    • Can I return or modify my ticket?

      Once purchased, tickets cannot be cancelled or modified.

    • Are tickets nominal?

      No.

  • Cashless wristband

    • How do I get my Paraíso wristband?

      If you've already purchased your two-day ticket or day ticket, before entering the festival you must go to the Wristband Collection Office, with your ticket printed or on your mobile. You can only redeem your own. If you've purchased a premium two-day or day ticket, go to the Accreditation Office.

    • What's the wristband for?

      It'll allow you to access the festival and you'll be able to pay for what you consume inside the festival using the cashless system.

      Schedule: 17:00 to 3:00, Friday and Saturday.

      Check their locations on the Paraíso map.

    • Can you only pay with your wristband?

      Yes, it' s the only payment method accepted at the festival, except for the Paraíso Shop, where you can only pay in cash or by credit card.

    • How do I top up my wristband?

      You can top up your wristband at any of the Tuents by Tuenti Cash Points at the festival. With a minimum of €5 and a maximum of €300, you can only top up multiples of €5, as many times as you want.

    • Can I request a refund of what I haven't spent?

      Yes, you can request a refund in two ways:

      At the festival - Immediate refund without management fees.

      At the Cash Points displayed as "Refund". Refund in cash, regardless of how you topped up your wristband.

      Outside the festival - Non-immediate refund with a €1 management fee.

      The period to request a refund online at www.paraisofestival.com/en/information/pulseras-cashless starts on June 18 and ends on June 28. After this time, we'll process your request and you'll receive a bank transfer. Remember you must keep your wristband to submit your refund request online.

    • How do I know how much my wristband has?

      You can check your balance at the Tuents by Tuenti Cash Points, bars and stalls in the gastronomic area.

    • The chip on my wristband is broken or not working properly.

      Go to customer solutions at the Tuents by Tuenti Cash Points.