Applies to: https://globallensga.com and related online services of the festival.
Refund contacts: support@globallensga.com

1) General principles
• Refunds are issued in non-cash form to the original payment method.
• Payment system fees and exchange rate differences are not refunded, unless otherwise expressly stated.
• Processing period - up to 10 business days after confirmation of the request (the crediting period depends on the bank/provider).
• Purchases from our partners/venues (third parties) are refunded according to their rules - please contact their support.

2) Submission fees
The submission fee covers administration and viewing and is usually non-refundable. Exceptions are possible:
• Duplicate payment for the same application (upon confirmation of transactions) - 100% refund.
• Technical failure on the platform side, due to which the application was not received/reviewed - 100% refund.
• Withdrawal of the application before the start of the viewing (before the status "in progress") - 50% refund.
The request is submitted within 10 days from the date of payment, indicating the application/receipt ID.
• In other cases, the Festival has the right to refuse a refund.

3) Tickets for online screenings
• If you did not start viewing in the allotted "screening window" - 100% refund upon request before the window closes.
• If you started viewing and watched <10 minutes, but encountered a technical problem that our support cannot fix - 100% refund or transfer to another session.
• If the viewing was ≥50% of the declared duration - no refund.
• Problems with the Internet connection on the user's side are not grounds for a refund, but we will offer a transfer if possible.

4) Souvenirs and printed materials
• Digital goods (PDF certificates, session recordings) - cannot be returned after issuance/downloading.
• Physical goods (merch) - exchange/return within 14 days in case of a manufacturing defect or assembly error. Return shipping: according to support instructions.

5) Certificates, laurels and badges (laurels)
• The fee for issuing/reissuing a PDF certificate is not refundable after it has been generated.
• Corrections of typos due to the fault of the festival - free of charge;
• Laurels sets (png/eps) are provided according to the status; refunds for sets already issued are not provided.

6) Promotional codes, packages and discounts
• If you refuse some of the services in the package, recalculation is made at full (non-promotional) prices for the remaining services.
• Promotional codes and promotional discounts are not converted into money and are not compensated upon return.
• If the refund results in a discrepancy with the terms of the promotion, the amount will be recalculated.

7) Cancellation/postponement by the festival (force majeure)
• If the event is cancelled by the organizer - 100% refund of the ticket/pass price.
• If postponed - you can choose a new date or request a 100% refund.
• In case of partial changes to the program/list of speakers, no refund is provided if the main service is preserved.

8) Chargeback and fraud prevention
• For unjustified chargebacks, we have the right to withhold an administrative fee and suspend access to services until the investigation is completed.
• The festival may request proof of identity/payment to prevent abuse.

9) How to issue a refund
Send a request to support@globallensga.com with the subject "Refund" and indicate:
1. Full name and email account;
2. Order number/transaction ID;
3. service/category (application, pass, ticket, etc.);
4. reason for request and confirmation (screenshots, support letters, receipt).
We will confirm receipt and provide estimated processing times.

10) Applicable law and disputes
The policy is governed by the substantive law of Switzerland. Disputes not resolved by negotiations are referred to the competent court of Geneva, unless otherwise provided by mandatory rules.

11) Policy updates
We may change the terms of return. The current version is published on the website; significant changes will be additionally announced.