Is a refund or exchange available for my booking?

You can find Event Cinemas’ Refund and Return policy HERE. Ensure you are familiar with this policy and how it may affect your booked tickets.  

Depending on your individual circumstance, you may have different options available to you in terms of your request to cancel and refund, or exchange your online booking. See below for different scenarios and how we can assist in these instances. 

1. Booked online for the wrong cinema location?

It is not possible to exchange your tickets in this scenario. Please check our article Can I refund or exchange? I booked the wrong cinema location? for more information on how we can assist in this instance. 

2. Booked online for the wrong film, date, time and your original session has already passed?

It is not possible to exchange your tickets in this scenario as your booked session has already passed. Please check our article Can I refund or exchange? I booked the wrong date, time or film online and the session has already passed?for more information on how we can assist in this instance. 

3. Booked online for the wrong film, date, time and your original session is within 2 hours of starting?

It is not possible to exchange your tickets through any online source in this scenario as your booked session is too close to the start time. You can either head in store to your booked venue for assistance prior to the booked session time on your tickets, or contact our customer service team HERE for other options. Please check our article Can I refund or exchange? I booked the wrong date, time or film online and my session is starting within 2 hours for more information on how we can assist in this instance. 

4. Booked online for the wrong film, date, time and your original session is more than 2 hours away from starting?

In this instance, all online booking holders can access our ‘self-service’ swap option through their online booking confirmation email. Online booking holders can access a maximum of 1 change to their booking, and this change must be confirmed +2 hours before the original session is due to begin. Customers are only entitled to exchange their tickets into sessions that appear on the self-serve swap portal. If your preference is not appearing to swap into, that means you are not eligible to exchange to that option. To access the self-serve swap portal for your online booking, ensure you are logged into your Cinebuzz account, go to your online booking confirmation, and you will see the option to ‘Change Session’. Select this and proceed to select a new session. Please check our article Can I refund or exchange? I booked the wrong date, time or film online and the session has not started yet? for more information for further instructions on how to swap your online booking.  

5. Booked in store and you hold a physical copy of your movie tickets and wish to refund or exchange?

In this instance, it is not possible to exchange your tickets through any online source, as you hold a copy of the original and physical tickets. You will need to head in store to your booked venue for assistance prior to the booked session time on your physical ticket stub.  

6. Booked online and already ‘checked in’ to your booking through the app, but now wish to refund or exchange?

It is not possible to exchange your tickets through any online source in this scenario as you have already checked in for your booking and this deems your booking as ‘used’. You will need to head in store to your booked venue prior to the booked session time on your tickets for further assistance.  

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For other instances where you may request a refund or exchange and cannot see your scenario above, please contact us HERE for further advice. Ensure you do contact us prior to your booked session commencing so we can best assist. Contacting us after your booked session has already passed, limits your options for assistance. Again, ensure you are familiar with Event Cinemas’ Refund and Return Policy and how it may affect your booked tickets.