Our Customer Relations team is here to help you navigate the Festival and ensure every guest receives clear, equal care. To keep things fair for our entire community, our staff are responsible for applying TIFF’s established policies consistently.

Because these policies are set at an organizational level, our team members are not decision-makers and aren't authorized to make individual exceptions, alter rules, or connect patrons directly with executive leadership. TIFF management operates under these exact same guidelines.

We truly appreciate your kindness and respect toward our team as they work hard to support you within these standard guidelines

TIFF is committed to maintaining a safe, welcoming, and respectful environment for all guests, staff, and volunteers, as outlined in the TIFF Code of Conduct.

We enforce a strict zero-tolerance policy for abusive, aggressive, or harassing behavior—whether written, verbal, or in person. Calls, chats, or correspondence that violate our Code of Conduct or contain inappropriate language will be terminated immediately. Serious or repeated violations may result in the revocation of ticketing privileges, account suspension, or refusal of service.

Customer Relations staff are not authorized to provide official statements or comment on behalf of TIFF.

Customer Relations staff cannot provide direct contact information, transfer calls, or facilitate contact with TIFF Communications, department leads, or executive management.

For all media, press, or communications inquiries, please contact TIFF Communications.

• Refunds: All sales are final. TIFF does not offer refunds.
• Lost or Stolen Tickets: TIFF does not issue refunds, reissuances, or physical reprints for lost or stolen tickets. Because tickets are digital, you can access yours anytime by logging into TIFF Festival Account Manager or Ticketmaster.ca.
• Third-Party Purchases: TIFF is not responsible for transactions made through unauthorized third-party sellers or resale channels. Tickets purchased from unofficial sources will not be refunded, reissued, or supported.

To protect your account security, proof of identity is required for all customer relations requests:

• In Person / On Site: Present a valid government-issued photo ID to receive assistance from our box office or on-site representatives.
• On-Site: Once verified, your tickets will be texted directly to your mobile device.
• By Phone: Complete a brief security verification with our Customer Relations team.

Staff can only issue or print tickets directly to the account holder. A valid government-issued photo ID matching the account name is required for all in-person box office support.

We are unable to print tickets for past screenings, tickets that have been posted for resale, or tickets that have been transferred.

TIFF reserves the right to cancel or alter any screening or event, in whole or in part, at any time without prior notice.

• If a Screening Is Cancelled: Ticket holders may be eligible for a voucher for a similarly priced event, issued at TIFF’s sole discretion.
• Liability: TIFF is not liable for any costs or damages resulting from event cancellations or schedule changes.

All ticket transfers initiated through the official TIFF ticketing platform or Ticketmaster are final, non-reversible, and non-refundable upon submission.

TIFF Customer Relations is unable to cancel, reclaim, or reverse a ticket transfer after it has been sent or accepted by another account holder. Once accepted, a ticket license is legally issued to the recipient's private account, and TIFF staff have no administrative authority to modify or remove assets from an independent account.

Account holders are solely responsible for verifying recipient details prior to confirming any transfer, and TIFF assumes no liability for transfers executed in error, sent to incorrect recipients, or resulting from unauthorized third-party arrangements.

During peak sales, response times increase across all channels. Requests are handled first-come, first-served. To help us serve everyone quickly:

• Select the Correct Phone Queue: Specialized lines (like Accessible Seating) are strictly reserved for those needs. Callers using incorrect queues to bypass wait times will be moved to the main queue, resetting their spot in line.
• Avoid Re-contacting Across Multiple Channels: Re-submitting the same request via chat, email, and phone creates duplicate tickets, slows down our team, and delays our response to you and others.
• Maintain Your Line Spot: Hanging up and calling back resets your position. For the fastest service during peak periods, we strongly recommend booking online.

To protect your personal data and keep response times fast, please follow these channel guidelines:

• Live Chat (General Inquiries Only): Chat is strictly for quick questions and navigation support. Agents cannot process any transactions via live chat, including ticket sales, transfers, exchanges, or membership renewals.
• Email (No Transactions or Sensitive Data): TIFF does not process any transactions over email. For your privacy and security, never send credit card details, account passwords, or government IDs via email. Any emails containing payment information will be deleted immediately without processing your request.
• No Urgent Ticket Requests via Email: Email is not monitored for real-time transactions or time-sensitive needs (such as same-day ticket exchanges, last-minute returns, or immediate purchases). Please log into your online account, call the Call Centre, or visit the Box Office for transaction support.