Store Policy | Refund Policy | Other AFF Policies

Store Policy

Austin Film Festival has the right to refuse a sale or admission for any AFF product or event at its sole discretion.
All merchandise, Badge add-ons, Film & Food tickets, Film Passes, Competitions entries, Virtual Summer Film Program classes, membership, individual film tickets, special events, AFF Presents, Virtual Badges, or Conversation in Film purchases are non-refundable for any reason.
By making a purchase you understand that your email address will be added to AFF’s email list. If you are not interested in receiving emails you can opt out.

AFF may, in its sole discretion and at any time determined by AFF, cancel or refuse any individual or company the following: Credentials, purchases, and/or hotel reservations made through AFF. AFF will not be responsible for any penalty, fee, loss, or expense that might result from such action.

Unused Credentials have no monetary value and cannot be refunded, nor credited to future years, or events. AFF will not issue refunds or credits due to failure to redeem a discount coupon during the registration process. Discounted prices are based on the date payment is received in the AFF office. Lost or stolen Credentials will not be replaced. In the event Credentials are lost or stolen, new Credentials will need to be purchased for a Participant’s continued access to the Events, including showcases, parties and conference content.

AFF reserves the right to revoke a Credential for any reason in AFF’s sole discretion (for example, if anyone other than the authorized individual tries to use a Credential). AFF will not issue refunds for Credentials that have been revoked.

You are solely responsible for ensuring AFF receives full payment for any AFF purchases you make. If such payment cannot be charged to your credit card or if a charge is refunded for any reason, including chargeback, you agree that we reserve the right to cancel your order. If you have already received your Badge or merchandise you agree to immediately correct any payment errors upon notice of such error. AFF reserves the right to collect a $100 administrative fee in addition to any unpaid amounts in connection with any bad checks or uncorrected payment problems.

Bounced Check Policy– If we receive a returned check from our bank for a payment you made, you will be invoiced for the original amount of the check plus a $50 bank fee. The payment of the invoiced amount will be due within 30 days of invoice date. We will not re-submit the original check, nor will we accept another check for the re-payment.

PRICE PROTECTION POLICY

From time to time, we offer limited flash sales. As with any commercial transaction, there is always a chance that a purchased item will go on sale at some point in the future. Flash sales cannot be combined with any other offer. While our flash sales rarely offer a lower price than previously available, in the instances where they do, we offer price protection for those who purchased a product within 72 hours of the start of a flash sale: one-time price adjustment for items marked down within seventy-two (72) hours of the date on your purchase. Items purchased with coupons or promotional discounts are not eligible for price adjustments and cannot be combined with any other offer (including entrant discounts). Limit one coupon or promotional discount per transaction. To obtain a price adjustment on a qualified purchase, you must call 1.800.310.FEST, or send us an email message at info@austinfilmfestival.com within a seventy-two (72) hour window of the flash sale start date. Include your order number in your message.

HEALTH AND SAFETY POLICY

Please be informed of the preventative health measures that may be required to attend AFF events. We will be following government mandated guidelines in effect, at the time of the event. Please note that select partner venues may require additional steps prior to admittance, and attendees of these AFF events should be prepared to adapt to each of our venue’s specific protocols. This is our policy for the foreseeable future, and it is subject to change.

REFUND POLICY:

Badge refund requests for the upcoming Austin Film Festival must be in writing and sent by U.S. first class mail or email to refunds@austinfilmfestival.com, postmarked by July 15, 2022. All refunds will incur a $75 processing fee. After July 15, 2022, all payments are non-refundable for any reason, including but not limited to illness, acts of God, or travel-related problems. All merchandise, Badge add-ons, Film & Food tickets, Film Passes, Competitions entries, Virtual Summer Film Program classes, membership, individual film tickets, special events, AFF Presents, Virtual Badges, or Conversation in Film purchases are non-refundable for any reason.

In the event that Austin Film Festival has to cancel our physical event, Badge and Film Pass Holders (only applicable to live event purchases) will have the following options:

• A full refund of your 2022 Badge or Film Pass
• Apply the purchase price of your registration towards our virtual experience if applicable* (Depending on original purchase price, you may owe additional funds for your Virtual transfer)
• Transfer your registration to 2023’s Austin Film Festival Live event (dates TBD)
• Support our organization by donating the price of your Badge or Pass to our organization as we continue to support the writing community! Austin Film Festival is a year-round 501(c)(3)non-profit organization.

Badges are non-transferable and are the property of Austin Film Festival, Inc.

Refunds will be issued either via the original method of payment or other method approved by Austin Film Festival, if such original method is not available. AFF does not refund unused credentials. Unused credentials cannot be credited for future year’s attendance. 

Badge and Film Pass privileges may be revoked at any time for any reason without liability to Austin Film Festival. You hereby release and hold harmless Austin Film Festival, Inc. and its subsidiaries and affiliated companies, successors, assigns, and licensees, and their respective officers, directors, employees, and agents from any claims resulting in attendance of an Austin Film Festival, Inc. event.

Special events may require purchase of a separate ticket for entry. If you have any questions about the Festival, your membership, Badge, or Film Pass purchase, please contact info@austinfilmfestival.com or call 1-800-FEST (3378).

SUMMER FILM CAMP REFUND POLICY

Austin Film Festival has adjusted our refund policy regarding both our in person and virtual Film Programs for the Summer of 2022. 

Due to the minimal time between purchase and camp, all  purchases of Austin Film Festival’s Virtual camps or workshops are nonrefundable. 

If you purchased a Summer Film Camp for 2022, a refund of 80% of class tuition is offered only with written notice, which may be received by email to refunds@austinfilmfestival.com and yfpdirector@austinfilmfestival.com from the parent or legal guardian of an enrolled student received no later than Friday, April 29th, 2022. After this date, all purchases are final and will not be refunded.

Students who cannot attend camp due to pandemic exposure will have the option to switch to a different in-person camp session or virtual camp session at no cost, camp capacity/space permitted. The difference in class price from an in-person camp to a virtual camp is non-refundable and will be considered a donation to the Young Filmmakers Program. 

Please note that in the event that Austin Film Festival must cancel a camp or workshop session, a full refund will be honored to all those who have purchased. This policy applies to both virtual and in person camps. 

IF YOU REGISTERED FOR SUMMER FILM CAMP:

Our Young Filmmakers Program Director will contact you with further information within the next few weeks for your child’s registration information.

IF YOU SUBMITTED TO ANY OF OUR COMPETITIONS:

Once an entry payment has been received we cannot provide a refund. If a payment is disputed by an entrant for any reason, the entrant may be subject to any transaction fees or similar amounts incurred by AFF in connection with the dispute. AFF reserves the right in its sole discretion to reject or disqualify any ineligible entries, without a refund.

IF YOU ORDERED MERCHANDISE:
If you ordered merchandise online, your items will be mailed to the address you provided. The purchaser assumes all risk and damage incidental to the mailing of these items, whether occurring prior to, during, or after the mailing process. Service/Handling charges are non-refundable. All merchandise products are non-refundable.

IF YOU PURCHASED A MEMBERSHIP:
If you ordered a membership, you will be added to our Membership database and begin receiving regular emails and letters about upcoming events. All membership purchases are non-refundable.

IF YOU PURCHASED ATTENDANCE TO CONVERSATIONS IN FILM, A SPECIAL EVENT SCREENING, OR YEAR-ROUND EVENT:
If you ordered a Conversation in Film or special event/screening ticket, your name will be added to the will-call list and you will receive an email notification with further information. These event tickets are non-refundable.

IF YOU PURCHASED A BADGE OR FILM PASS:

If you ordered an Austin Film Festival Badge or Film Pass, a copy of your order confirmation WILL BE NECESSARY to pick up your Badge or Film Pass at registration.

You will receive your registration packet at the Festival’s location, which will include your Badge or Film Pass and other information to help you navigate the Conference and Film Festival.

Registration Location TBD

FILM ADMISSION POLICY: Badgeholders and Film Passholders MUST be in line no later than 20 minutes prior to the scheduled start time. Priority admission is given to all Badgeholders. Film Pass holders will be seated after all Badgeholders have entered the theater. General Admission tickets will go on sale 20 minutes prior to each screening. Once General Admission tickets have gone on sale, Badgeholders and Film Passholders will no longer have priority admittance. Badgeholders and Film Passholders arriving AFTER the 20 minutes mark must go to the back of the General Admission line. ALL theater seating will be on a first come, first served basis. Neither Badgeholders nor Film Passholders are guaranteed a seat, only admission up to capacity. NO ONE will be admitted into the theater 15 minutes after start time. Austin Film Festival Staff will adhere to this policy even in the event of a delayed screening. Thank you for your cooperation. *SPECIAL EVENTS MAY REQUIRE PURCHASE OF SEPARATE TICKET FOR ENTRY. If you have any questions about the Festival, your membership or your badge purchase, please contact info@austinfilmfestival.com or call 1-800-310-FEST (3378).

BADGE PHOTOS: ALL Badgeholders are required to have their pictures printed on their credentials (Film Passholders are not required to send in a photo.) Please email a passport style photo to pictures@austinfilmfestival.com . If we do not receive your photo, your Badge WILL NOT be available for pickup at registration, and you can expect up to a 1-2 hour wait at registration while we take and print your picture on-site.

PURCHASING BADGES/PASSES FOR MULTIPLE PEOPLE

If you are purchasing Badges or Film Passes for multiple people, please send the name, email address, and phone number to registration@austinfilmfestival.com once you receive your confirmation email.

AFF’S GHOST RANCH WRITERS RETREAT COURSE FEE REFUND POLICY:

Refund requests for AFF’s Ghost Ranch Writers Retreat must be in writing and sent by U.S. first class mail or email to refunds@austinfilmfestival.com, postmarked by June 1, 2022, and all refunds will incur a $75 processing fee. After June 1, 2022, all payments are non-refundable for any reason, including but not limited to illness, acts of God, or travel-related problems.  All add-on purchases are nonrefundable.

In the event that Austin Film Festival has to cancel the physical event, registrants will have the following options:

• A full refund of your registration fee
• Support our organization as we continue to support the writing community! Austin Film Festival is a year-round 501(c)(3)non-profit organization.

Registration fees are non-transferable and are the property of Austin Film Festival, Inc.

Refunds will be issued either via the original method of payment or other method approved by Austin Film Festival, if such original method is not available. Unused registrations cannot be credited for future events.

Purchases may be revoked at any time for any reason without liability to Austin Film Festival. You hereby release and hold harmless Austin Film Festival, Inc. and its subsidiaries and affiliated companies, successors, assigns, and licensees, and their respective officers, directors, employees, and agents from any claims resulting in attendance of an Austin Film Festival, Inc. event.

Special events may require purchase of a separate ticket for entry. If you have any questions about the Festival, your membership, badge, or film pass purchase, please contact info@austinfilmfestival.com or call 1-800-FEST (3378).