Once again, we deeply apologize for the anxiety and inconvenience caused by difficulties with the TIFF Online Ticket Sales system.
 
Apology and Update Regarding Online Ticket System Failure on October 15, 2016　2016.11.30 [Updates]
 
Contact Us
 
 
The content has been revised on Nov. 18 (Fri)
 
1. If you made a booking through the website and settled by credit card
 
2. If you made a booking through the website and chose a convenience store payment
   A. Customers who have not completed the refund procedure as of Nov. 18 (Fri.)
   B. Customers who have registered the refund form by Nov. 18 (Fri) and chose refund by postal money order (yubin-kawase)
   C. Customers who have registered the refund form by Nov. 18 (Fri) and chose refund by Bank Transfer
 

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If you made a booking through the website and settled by credit card
For customers who bought tickets on Oct. 15 (Sat) and completed the payment, but the seats aren’t secured.
 
The secretariat of the film festival has completed to the cancellation of the payment through your credit card company. (*No action is required on your part)
 
The day on which you will be receiving the refund depends on your credit card company. We apologize for the inconvenience, but we would like you to check your credit card statement.
 

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If you made a booking through the website and chose a convenience store payment
For customers who bought tickets on Oct. 15 (Sat) and settled payment at a convenience store, but the seats aren’t secured.
 
A. Customers who have not completed the refund procedure as of Nov. 18 (Fri.)
We will continue the refund procedure for your ticket fees and the ticketing service fees even after Nov. 19 (Sat.)

We will send you e-mails (in accordance with the transaction number) once again regarding the refund method to the e-mail address which you registered at the time of purchase.

For customers who we cannot contact by e-mail, we will contact you by phone.
 
B. Customers who have registered the refund form by Nov. 18 (Fri) and chose refund by postal money order (yubin-kawase)
It will be dispatched within 5 business days (excluding Saturday, Sunday & holiday) after your registration.
 
C. Customers who have registered the refund form by Nov. 18 (Fri) and chose refund by Bank Transfer
By post, we will immediately send Bank Account Information Sheet to the registered address, please fill out the sheet and post it back to TIFF by using the sase (self-addressed stamped envelope) that is enclosed.
Refund will be made within 5 business days (excluding Saturday, Sunday & holiday) after we receive the receipt of your Bank Account Information Sheet.
Also, we will inform you of completion by e-mail.