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FAQS
Answers to great questions
FAQS
Answers to great questions

Questions and Answers

FESTIVAL FAQ

Are there ID requirements or an age limit to enter the event?

The festival is FREE to enter for all ages. You are required to show your ID for alcoholic beverages. You will get a stamp at the Festival Check-In (located in Warren Station)

Festival Access - can I get in without a ticket?

The festival is FREE to enter for all ages. You are required to show your ID for alcoholic beverages or to participate in the sampling. There is a festival bar if you want to just buy a drink a-la-carte and enjoy the bands. Kids are free to enter.

If I don't want to participate in the festival tasting?

The festival is FREE to enter for all ages. You are required to show your ID for alcoholic beverages. There is an official festival bar in the event grounds that will serve a variety of canned beer, wine and cocktails.

What is the refund policy?

No refunds. This is a rain or shine event.

What are my transportation & parking options getting to the event?

We want you to get to and from our festivals safely!  The best thing to do is book a room for the weekend! For all guests not staying at the resort, you may park in the FREE River Run Lot. Guests of the resort will have access to underground parking if staying in River Run.

What can't I bring to the event?

No coolers, pets, outside alcohol, drugs, smoking or firearms.
Bring a smile, a chair, a picnic blanket, and an empty stomach!

Where can I contact the organizer with any questions?

Can I bring my dog to the festival?

No sorry. Due to the crowd size and outdoor food booths we ask you leave your pets at home. Service dogs are allowed with proper documentation.

Tickets in advance?

We recommend getting all tickets in advance.  We cannot guarantee inventory at the day of the event. PLEASE NOTE: Saturdays sell out.

Can I update my registration information?

Yes, you can update your registration information and tickets via Tixr.

Do I have to bring my printed ticket to the event?

It is helpful, but you can also check in with your mobile device or under your name with a valid ID. We ask that all members of the party be present at check-in so that we may check ID’s to insure the individuals are 21 and over who receive the ticket with alcohol. Tickets will not be issued to those individuals who are not present, you will need to come back with those guests to check them in so they can obtain their wristband and ticket.

The name on the registration/ticket doesn't match the attendee. Is that okay?

Yes, you will only be asked to show your ID, if you do not have either a printable ticket or mobile ticket. We do not match each ticket shown to an ID. We do ask that if you will be checking in with an ID and were the sole purchaser for your groups tickets, that you have your entire party with at check-in.

What is the Event Photography/Videography Policy?

By entering and by your presence here, you consent to be photographed, filmed and/or otherwise recorded. Your entry constitutes your consent to such photography, filming and/or recording and to any use, in any and all media throughout the universe in perpetuity, of your appearance, voice and name for any purpose whatsoever in connection with the production presently entitled: Keystone Neighbourhood Company.

You understand that all photography, filming and/or recording will be done in reliance on this consent given by you by entering this area. If you do not agree to the foregoing, please do not enter this area.

TAP TO PAY WRISTBAND FAQ

How do I get my wristband?

You will receive your wristband after you arrive at the festival grounds and go to Festival Check-In.

Festival Check-in is located at Warren Station and is open from 10:30-4:45 pm each day. Park in the free River Run Village parking lot and Warren Station is located at 164 Ida Belle Drive.

 

Please make sure you have purchased tickets for the day you are planning to attend the festival. You may only pick up tickets for present parties. There are no refunds or ticket changes allowed. Email events@keystoneneighbourhood.com with questions or concerns.

I bought a festival package, and see the term "stored value solution", what does this mean?

You will receive a wristband that will act as your wallet. You’ll load up your wristband with funds and pay for everything by tapping your wristband. You’ll spend less time in queues and less time worrying about cash, but most importantly, more time enjoying the event!

How do I load funds onto my wristband?

To load funds onto your wristband IN ADVANCE (recommended) you can Top-Up online at the following websites

You can also Top-Up on the day of the event by visiting one of the Top-Up points onsite. (look for the teal tents)

How do I Top-Up my wristband online?

  1. Go to the portal.
  2. Register to create an account or sign in if you have already created one.
  3. Go to Top-Up and select the preconfigured amount you would like to top up or enter it into the customizable field.
  4. Enter your card details and confirm.
  5. You will receive a QR code via email. Take the QR code with you to the event and present it to a Top-Up staff member at a Top-Up Booth to add the funds to your wristband.

Note: If you have topped up more than once, we only need to scan your most recent QR code. Make sure you have the right QR code!

How do I purchase food and drink during the event?

Simply tap your wristband at any of the food tents or bar tents that accept wristband transactions to pay for your order. The amount due will be deducted from your wristband.

*Wristband sales are not valid at merchandise vendor tents or in any village merchant locations*

Can I use cash or credit card to make purchases at the festival?

You may use cash and credit cards to purchase drinks at our festival bar(s) and merchandise tents.

PLEASE NOTE: Food Vendors DO NOT accept cash or credit cards, only wristband credentials.

How will I know how much credit I’ve got left on my wristband?

You can request a balance check from any device, in addition to when you make a transaction at any food booth.

What if I lose my wristband?

If your wristband is lost or stolen, you can get a replacement. However, please keep in mind that your wristband is similar to cash. This means we can issue a new wristband, but any associated value will be lost.

– If you lose your wristband at an event and are given a replacement, please use one of the top-up stations to add funds to your new wristband. Do not top up your wristband with your online account. Your online account will be linked to your lost wristband and we will be unable to load the funds to the new wristband.

I’ve bought more than one ticket, can I top up multiple wristbands from the same account?

No, you can’t top up multiple wristbands from the same account. For each wristband, you will have to create a separate account to top up online.

Can I transfer my money to someone else’s wristband?

No, your credit is not transferable.

Can I split my payment with my wristband and credits on the same transaction?

No, you can only use one payment method per transaction.

What if I have unused credit on my wristband after the festival?

You can claim back any unused funds online starting 3 days after the event. Online cashouts are the only method for claiming back unused funds. Online cashout will cost $3.00 per cashout.

PLEASE NOTE: YOU MUST HAVE YOUR FESTIVAL WRISTBAND OR THE ID NUMBER ON THE BACK OF IT TO CASH OUT.

How do I cash out my wristband?

To cash out, visit the online portal and register your wristband.

Cashout will open the Wednesday after each festival and will close at 5pm the following Monday. Cashouts will be subject to a $3.00 processing fee.

PLEASE NOTE: YOU MUST HAVE YOUR FESTIVAL WRISTBAND, OR THE ID NUMBER FROM THE WRISTBAND TO CASH OUT. 

I've lost my wristband - can I still cashout?

No. Your wristband acts like cash. Without your wristband ID, we can’t provide you with a cashout.

Help! I still have questions?

If you have further questions, ask any of the staff at the festival. If you require further information, send an email to:

Are there any fees?

There is no fee associated with obtaining a wristband. Wristbands will be subject to a $3.00 cashout fee.

When does cashout open?

Cashout will open the Wednesday after each festival at 10am, and will close at 5pm the following Monday.

When does cashout close?

Cashout will open the Wednesday after each festival and will close at 5pm the following Monday.  After this time, no cashout requests will be processed, so please make sure you request a cashout before the cashout window closes.

Cashouts will be processed 5-7 working days from the cashout window closing. Please keep hold of your wristband until you get your money back.

My wristband ID isn’t recognized

Please check you are not mistaking 0’s for O’s and I’s for 1’s and B’s and 8’s. Also make sure there is no spacing and that you are using the correct capital letters. The system is case sensitive.

How long will it take for me to receive my cashout?

Cashouts can take 7 working days from the request being received. This is based on the correct information being submitted.

How do I know my cashout was successful?

You will receive an email confirmation to let you know your cashout was successful.

I haven’t submitted my cashout request and have missed the deadline

The deadline for cashout requests has been very clearly stated – on social media, website and on posters around the site. If you have missed the deadline, we will be unable to refund you. All funds left on wristbands and not cashed out will be considered a donation to the event.