Frequently Asked Questions
GENERAL
How do I find out more about Bristol Film Festival?
If you would like more information about our events, you can subscribe to our mailing list using the form below. You can also find out more on Facebook, Instagram, or follow us on Twitter.
EVENTS
TICKETS
How do I purchase tickets?
Tickets are available to purchase via the event pages. You can see what’s on here. We also occasionally work with ticketing partners in Bristol, including Wriggle.
How do I receive my tickets?
Your tickets will be sent to your email account following your payment being processed. This is usually automatic, but can be delayed during busy periods.
I have purchased tickets but not received them. How do I resolve this?
Please check any junk email folders for your tickets – if you think you have used an incorrect/out of use email address, please contact us directly and we can amend this for you. At every event we keep a list of ticket-holders, so if you have lost or misplaced your tickets, please bring along a form of ID and an order confirmation – we will be able to find your order from this information.
I have bought tickets for an event, but can no longer attend. Can I get a refund?
We operate a no refund policy - however, we are able to issue event credits to the value of your order if the application is made 48 hours before an event. You can read more, and apply for an event credit here.
Red Carpet Club members are able to claim for refunds up to 48 hours before an event. Please note that this policy is only applicable to tickets purchased directly from Bristol Film Festival.
An event I wanted to attend has now sold out – what can I do?
If an event you are looking to attend has sold out, please add your name to the waiting list by using the form on the event page. If tickets become available, people on the waiting list will be offered priority booking.
Can I purchase tickets on the door?
Wherever possible we will offer tickets to be purchased on the door*, depending on the nature of the venue and the remaining capacity. However, we cannot guarantee this will be the case and make a decision on an event-by-event basis.
*additional charges may apply
I have a BuyAGift or Red Letter Day Voucher - how do I redeem this?
Please contact us with details of your voucher, including your long voucher code number. We will contact you once your voucher has been activated. You can find our event programme here. If you have a voucher for a Film & Wine Tasting event at Averys, our programme of Vintage Screenings can be found here.
CONCESSIONS
What concessionary rates do you offer?
Where possible, we offer concessionary rates to Under 16s, Students, Over 65s, NHS/Emergency Service workers, and members of the Armed Forces. At the event, you may be required to show Valid ID or proof of occupation. If this is not provided, additional charges may apply.
Are your events suitable for children?
We host a wide range of events for all ages throughout the year. Many of these are family events, but we do screen events that are only open to over eighteens. We ask that parents use their own judgement when looking through our festival programme, and note the ratings of the films that we show.
Events for adults will be marked as such, and ID may be required at the venue. Our stewards have the right to refuse entry to anybody they believe to be under the minimum age requirements.
I am attending an over eighteens event. Should I bring ID?
Yes – we operate a Challenge-25 policy and will ask for proof of age if necessary. Unfortunately if you cannot produce a valid ID, we will be unable to permit entry to the event, and will not be able to issue a refund.
ACCESSIBILITY
Are your events accessible for disabled guests?
Bristol Film Festival visits venues across the city, and therefore accessibility will vary from event to event. Specific information is provided on the ‘Accessibility’ tab of each event. Please contact us directly if you have any further questions.
If you have specific access requirements, or require seating in a specific location, please contact us directly to arrange.
Do you offer complimentary tickets for carers?
Yes – for the majority of our events, complimentary tickets for necessary carers for disabled guests. Documents demonstrating eligibility may be required – if these cannot be produced, additional charges may apply. Documents we accept include:
Front page of DLA / PIP (no specific rate)
Credability’s Access Card (with a plus one symbol)
Letter from a GP/NHS consultant
CEA card
Do you host subtitled screenings?
The majority of our films are screened without subtitles as standard - subtitled screenings will be clearly marked. Please contact us if you require a subtitled screening, as we are sometimes able to arrange this on a case-by-case basis.
VENUES
I have a question about a specific event/venue.
We recommend checking information about the venue on event specific pages – we will include any venue or event specific information on the ‘Important Information’ tab.
What time should I arrive for an event?
Every event has a ‘Doors’ time stated on the event page. This is when we will start admitting guests. Additionally, there are film start and end times listed on the event page. Please note these are approximate - we aim to start and finish within ten minutes of these times.
Do I need to bring seating to your events?
Seating is provided at our events, unless stated otherwise on the event page. If you are unsure, please contact us. In some cases, add-on premium seating is available to purchase at an additional cost.
Are food and drink permitted at your events?
Bristol Film Festival takes place in a number of venues throughout the city. Therefore, food and drink policies vary. In several venues, licensing laws mean that only food and drink purchased on the premises is permitted in the venue. Our ‘Important Information’ tab on each event page will advise on each specific event. Please respect individual policies regarding food and drink – they are in place for a reason!
ADD-OnS
An add-on listed for an event is not available - why?
If you are unable to purchase an add-on at your event, they have sold out or are no longer available.
I would like to add something to my order, but have already completed my purchase - what can I do?
Please contact us with details of your order, and what you would like to add, and a member of the team will contact you directly.
Can you accommodate dietary restrictions/requirements for add-on food options?
In many cases we are able to accommodate dietary restrictions/requirements, but this is on a case-by-case basis. Please contact us to discuss specific products.
RETAIL
I have placed an order but would like to make a change. What should I do?
Please contact us at info@bristolfilmfestival.com with details of your order. Where possible we will endeavour to change your order, but we cannot always guarantee this.
I have not received my order. What should I do?
If you have not received your order within 3 working days of the stated delivery date, please contact us at info@bristolfilmfestival.com. We will aim to have your parcel delivered as soon as possible, or issue a replacement or refund if necessary.
I have a query about one of your products.
We’re happy to talk about any of our products in greater depth - just contact us!