After the festival you may apply for a refund of any credit you have remaining on your wristband. See below for further instructions on this.

The deadline to apply for a Manual Refund is October 7, 2016.

 

Credit Card: Leftover funds on your account purchased online or on-site at the event using a credit card will automatically be refunded back to your card (less a $3.50 ref und processing fee) by September 30, 2016. There is no need to apply for a refund.

 

Debit Card & Cash: Leftover funds on your account purchased on-site at the event using debit card or cash will require you to complete a Manual Refund form in your online account page, providing your bank details for deposit. Upon verification, the refund will be processed by October 21, 2016. Follow the instructions below:

 

  1. Login to your cashless account at https://grapegrain.pay.intellifest.com/login
  2. If you do not know your password, click the Forgot Password link.
  3. Follow the link in your email to reset your password and access your account.
  4. Click the Refund tab on the top menu bar.
  5. Complete form and click Create to complete.
    TIP: Your financial institution number, branch number and account number can be found on the bottom of a cheque.

 

All refunds are subject to a 
$3.50 processing fee. Refund processing is subject to verification of the data inputted by the guest in the Manual 
Refund form. The guest is responsible for submitting accurate data.

 THE GRAPE & THE GRAIN IS A CASHLESS FESTIVAL

YOUR WRISTBAND IS YOUR TICKET AND YOUR DIGITAL WALLET

Your personalized festival wristband is your ticket to get into the festival faster and will also be used as your digital wallet to make purchases at the festival – all with a simple tap of your wristband! Enjoy fast, convenient and secure transactions at all food vendors, alcohol vendors and merchandise tents on-site using your high-tech, RFID-enabled wristband.

 

Cashless is the only method of payment accepted on-site using your festival wristband. You can add funds to your account at a physical Top-up Station located throughout the event or online via your smart phone. Alternatively, you may contact us via our Contact Form and request your unique wristband ID to register and top-up ahead of the festival.

 

Once your account is topped-up, you’re ready to make purchases on-site by simply tapping your wristband to one of the payment points at the vendor stands. The amount will automatically be deducted from your account!

 

WHAT IS ‘ENABLE AUTO TOP-UP’?

 

The easiest way to add credit to your account is to “Enable Auto Top-up” when you’re adding credit for the first time. With the “Enable Auto Top-up” feature, your account balance will automatically re-load $25 credit into your account when your balance drops below the $5 amount. This way, you never have to worry about running low on credit at the festival and you won’t need to spend any time finding a Top-up Station before making purchases on-site. The pre-paid amount will automatically be charged to your credit card and you will receive an email notification. It’s simple and super convenient!

 

Feel free to top-up as much as you want or “Enable Auto Top-up” for maximum convenience. All unspent credit will be refunded back to you after the event (less a $3.50 refund processing fee). Please review our refund policy.

 

IMPORTANT: DID YOU PURCHASE MULTIPLE WRISTBANDS?

 

Register a new account for each wristband if you want to keep your spending separate. Assign a wristband to each of your festival buddies and have them each create a new account with their wristband ID number.

 

FYI – If you add two or more wristband numbers into the same account, this is called a “Shared Family Account“, and all linked wristbands will be able to make purchases using the same pool of funds in the account. You will NOT be able to separate spending amounts.

 

 

STEP-BY-STEP INSTRUCTIONS ON HOW TO REGISTER YOUR WRISTBAND

 

STEP 1 – Creating Your Account: Click on the “Register Your Wristband” button to be re-directed to the registration page. Click “Register” to register with your information or use an existing Facebook account to sign up. You will receive an email from Intellipay asking you to confirm your registration by clicking the activation button in the email. Follow the instructions on the website to finish setting up your account.

 

STEP 2 – Linking Your Wristband: Once you’re logged in, click the “Wristbands” Tab at the top menu and select “I have a wristband”. Enter the Security Code (shorter number) and Wristband Number (longer number) that we will email you when you buy tickets online. Click “Add”.

 

STEP 3 – Topping Up Your Account: Click the “Top-up” Tab at the top menu. You will be asked if you want to “Enable Auto-Top-up” (see below for details). You can click “Maybe later” or “Yes, enable”. Enter the amount you wish to top-up, review your order and click “Checkout” when ready. You will be re-directed to the payment site where you can enter your credit card information.

 

You will receive confirmation of the transaction on the website, as well as an email receipt sent to your inbox automatically. You will also be able to view the transaction and download the receipt on your account page.

 

ENABLE AUTO TOP-UP: The easiest way to add credit to your account is to “Enable Auto Top- up” when you’re adding credit for the first time. With the “Enable Auto Top-up” feature, your account balance will automatically re-load 25$ credit into your account when your balance drops below the 5$ amount. This way, you never have to worry about running low on credit at the festival and you won’t need to spend any time finding a Top-up Station before making purchases on-site. The pre-paid amount will automatically be charged to your credit card and you will receive an email notification. Any balance remaining at the end of the event is refunded back to you! It’s simple and super convenient!

FREQUENTLY ASKED QUESTIONS

 

1) What is “cashless” payment and how does it work?

 

Our cashless payment system operates in a similar manner to pre-paid cards. At The Grape & The Grain, we will be using high tech, RFID-enabled wristbands that include an embedded electronic chip in the RFID tag that will act as your key to pay for food, drinks, and merchandise at the event.

 

You will need to first create your cashless account, link your wristband information, and load pre-paid credits into your account (refer to the Step-by-Step Instructions above).

To make a purchase, tap your wristband on an RFID reader located at each vendor stand to open a transaction. Place your order with the vendor staff. To confirm and close the transaction, you will be required to use the same wristband to tap a second time. The order amount will automatically be deducted from your account and an email receipt will be provided.

 

2) How does cashless payment benefit me?

 

Cashless payment technology offers many benefits including:

  • Faster transaction times
  • Reduced wait time and line-ups
  • Super convenient; no need to carry wallets and fumble through change/tokens
  • Efficient and saves time through pre-top-up and auto-top-up; no need to hit the ATM
  • Safe and secure; no need to worry about getting your wallet lost of stolen
  • Overall, an enhanced guest experience!

 

3) Do I need to do anything with my wristband before the festival?

 

Before you arrive at the festival, to save yourself time, please register your wristband and create your personalized cashless account. Once you’re logged in, you will need to link your wristband information in order to top-up and add pre-paid credit into your account. Any leftover credit will be refunded to you in accordance to our refund policy. By pre-loading credit into your account online in advance, you can immediately visit the concession and merch stands when you arrive at the festival without having to look for a Top-up Station. You can always load more credit through our festival mobile app or at a physical Top-up Station located throughout the event grounds.

 

4) Why should I register my wristband?

 

Creating an account and registering your wristband is not mandatory, as we are always very careful to keep you incognito. However, by signing up and linking your wristband, you gain access to cool online features such as being able to top-up in advance and add credit into your account to avoid lines at the event, track your on-site purchases, receive an automatic refund, enter into giveaway contests and more.

 

The Grape & The Grain is not responsible for lost or stolen wristbands. However, if you’ve created an account and linked your wristband in advance, we will be able to cancel and reissue you a new wristband at no cost to you. So we recommend you play it safe and register!

 

5) I bought multiple tickets/wristbands, do I need to create multiple accounts?

 

Register a new account for each wristband if you want to keep your spending separate. Assign a wristband to each of your festival buddies and have them each create a new account.

 

FYI – If you add two or more wristbands into the same account, this is called a “Shared Family Account”, and all linked wristbands will be able to make purchases using the same pool of funds in the account. You will NOT be able to separate or specify spending amounts for each wristband.

 

6) How do I add credits to my account at the festival?

 

You can top-up at one of the on-site Top-Up Stations located throughout the event grounds. However, vendor stands will not be able to top-up for you, so make sure you have enough credit on your account before making purchases. Trained staff will be on-hand to help you through the process.

 

7) Can I transfer my credits from my wristband to another one?

 

No, unfortunately you cannot transfer credits once they are in your personalized account. However, any leftover credit will be refunded to you in accordance to our refund policy.

 

8) I’m going to the festival with a family member / friend and we want to share credits from the same account instead of having two accounts. Is that possible?

 

Yes, if you add two or more wristbands into the same account, this is called a “Shared Family Account”. All linked wristbands will be able to make purchases using the same pool of funds in the account. You will NOT be able to separate or specify spending amounts for each wristband.

 

Make sure you want to share your credit before you link multiple wristbands. Once a wristband is added to an account, you won’t be able to create a new account for that wristband or transfer it to another account.

 

9) Can I split the cost of something with a friend?

 

No, unfortunately you cannot split payment for an item. Only one wristband can be used to open the transaction, and that same wristband must be used to close and confirm the purchase. This is a security feature to ensure the purchaser is in control of their own spending.

 

10) I’ve lost my wristband! What should I do?

 

If you’ve created an account online and linked your wristband to it, no worries! Visit Customer Service at the event and they will deactivate your lost wristband and issue you a new one. Please bring valid photo ID. Link the new wristband number to your account and continue having a great time – your money is still on your account if you’ve previously linked it.

 

However, if you did NOT create an online account and didn’t link your wristband to the account, unfortunately your remaining credit balance can no longer be retrieved. To get a replacement wristband, visit a Customer Service kiosk and show proof of your original event ticket purchase along with valid photo ID. If someone else bought the tickets on your behalf, you will need to bring the original purchaser with you to the kiosk and show proof of purchase along with valid photo ID. Replacement wristbands will be issued at the discretion of the Customer Service Representative.

 

To avoid this issue, we strongly recommend you create an account and link your wristbands to that account prior to the festival. Treat your wristband the same way you would treat cash! We are not responsible for any funds stolen / missing from your wristband if you lose it.

 

11) What if I have leftover credit at the end of the event? What is your refund policy?

 

All credit left unredeemed by October 10, 2016 will be refunded in accordance with the terms below:

  • Credit Card: Leftover funds on your account purchased online or on-site at the event using a credit card will automatically be refunded back to your card (less a $3.50 refund processing fee) within 10 business days following the end of the event.
  • Debit Card & Cash: Leftover funds on your account purchased on-site at the event using debit card or cash will require you to complete a Manual Refund in your online account page. Upon verification, the refund will be processed within 10 business following the closure of the refund form.
  • All refunds are subject to a 
$3.50 processing fee.
  • Refund processing is subject to verification of the data inputted by the guest in the Manual 
Refund Form. The guest is responsible for submitting accurate data.
  • The deadline to apply for a Manual Refund is October 31, 2016.

 

Still have questions or troubleshooting issues? Please e-mail phoenix@phoenix-productions.ca

 

Provide the following information:

  • 
Full registered name
  • Wristband number(s)
  • 
What action you are trying to take (topping up, registering, etc.)
  • Where the problem appears (e-mail, login screen, external payment site, etc.)
  • What the exact error message is
  • Transaction number (if applicable) 
If you have questions on-site at the festival, please speak with a representative at Customer Service or a Top-Up Station.