Capital Hoedown ticket holders looking for a refund can now fill out a form online, but the company administering the refunds says it is the festival itself that will be cutting the cheques.
Front Gate Tickets said it was contracted to handle ticket purchases and customer service for Capital Hoedown, but not to process refunds.
A website was set up after the ticket vendor was flooded with requests for refunds from ticket holders to the three-day country music festival, who have become increasingly nervous about a music festival that has changed its venue in the last month and seen a number of high-profile acts bow out.
Denis Benoit, the head of Concert International, the group running the country music festival, said earlier this week the show was still being planned for Aug. 10 to 12 at a ranch on Fallowfield Road in Stittsville.
But the promoter has yet to release a lineup of artists performing at the festival. Artists such as Taylor Swift, Reba McEntire, Terri Clark and Sheryl Crow have removed the festival from their tour schedules.
Front Gate Tickets said all refunds will be paid in full, including service and shipping fees.
"All refunds will be processed as a check and be sent from the Capital Hoedown offices in Ottawa. Please allow up to 2 weeks to receive your check in the mail. If you do not receive your check, then please contact Capital Hoedown at firstname.lastname@example.org," reads a message on the Capital Hoedown website.
Capital Hoedown had trouble securing a venue earlier this year after it failed to pay the city to hold the event at its original location, Walter Baker Park in Kanata.
The city cancelled its deal with the promoter, leaving Concert International to scramble to find its new location in Stittsville.