Here are the Cineworld terms and conditions, privacy information and legal notices for all the services we provide. They are subject to change and can be updated on a regular basis.
Gift cards and e-Gift cards
Introduction to the terms and conditions
1.1 The following terms (the "Terms") apply to any use by a visitor (the "User") of the Cineworld Web Site (the "Web Site"), and should be read carefully before any such use.
1.2 By accessing or using the Web Site, the User accepts and agrees to be legally bound by these Terms and acknowledges that Cineworld Cinemas Limited, as the owner and operator of the Web Site for the UK and Adelphi-Carlton Limited, as the owner and operator of the Web Site for Ireland, has the right to amend or vary these Terms and any of the contents of the Web Site from time to time at its sole discretion. Amendments or variations will take effect when they are posted on the Web Site and, as a result, the User should check the current version of the Terms each time he/she uses the Web Site. These Terms, as amended or varied from time to time, apply to all use of and access to the Web Site, both now and in the future.
1.3 PLEASE NOTE: Users must be aged 13 or over to register for and/or use the online services available on the Web Site, such as online booking and My Cineworld.
1.4 Additional terms and conditions may apply for any purchases made through the Web Site. If so, you will be prompted to view such additional terms and conditions on our Web Site at the time of such purchases and those terms and conditions will apply in addition to these Terms to the extent that the context permits.
2. General disclaimer
2.1 Although Cineworld Cinemas Limited and Adelphi-Carlton Limited have attempted to provide accurate information on the Web Site, Cineworld Cinemas Limited and Adelphi-Carlton Limited assume no responsibility for the accuracy or completeness of such information. Except as stated elsewhere in these Terms the User releases Cineworld Cinemas Limited and Adelphi-Carlton Limited, its affiliates and subsidiaries (together “Cineworld”), and all of their officers, directors, agents and employees, from any liability, for any claims, losses or damages arising out of or in any way connected with the User's use of the Web Site.
2.2 To the fullest extent permitted by law and except as stated elsewhere in these Terms, Cineworld shall not be liable to any person or entity for any direct, indirect, special, consequential or incidental damages, including (without limitation) lost profits or revenues, loss of opportunity, costs of replacement goods or services, loss or damage to data or business interruption, arising out of or related to:
(a) any access to or use of or inability to access or use the Web Site, any other hyperlinked web site or any other information or product included or described within the Web Site; or
(b) any person or entity's reliance on the information presented,
in each case whether arising in tort (including negligence), contract or otherwise even if the User has advised Cineworld of the possibility of such damages.
2.3 All information and content provided on the Web Site is provided "as is" without representation or warranty of any kind, either expressed or implied. Without limiting the foregoing, Cineworld does not represent or warrant that the Web Site or any of its contents are accurate, current, complete, free from technical or typographical errors, free from changes or harmful components introduced by third parties or free from periodic interruption or errors of any other type. Cineworld may revise the information or change the products or services mentioned on the Web Site at any time without notice. Any mention of non-Cineworld products or services is for information purposes only and constitutes neither an endorsement nor a recommendation of them. Neither Cineworld, nor their suppliers, make any representation or gives any warranty, condition or undertaking, expressed or implied, including (without limitation) as to the satisfactory quality, fitness for a particular purpose, suitability or non-infringement of any third party right or freedom from viruses, whether or not arising from a course of dealing, usage or trade practice.
2.4 Notwithstanding any other provision in these Terms, nothing within these Terms limits or restricts any person's liability for death or personal injury resulting from its negligence or that of its employees or agents.
2.5 These Terms and any disputes or claims arising out of or in connection with them (including non-contractual disputes or claims) are governed by the laws of England and Wales and the User can bring proceedings in the English Courts. However, if the User lives in Scotland, the Republic of Ireland or The Channel Islands the relevant law will apply and the User can choose to take action against Cineworld in his or her local courts.
2.6 Cineworld makes no representation that the content or materials on the Web Site are appropriate or available for use in other jurisdictions. Access to the Web Site's content or its materials from jurisdictions where such access is illegal is prohibited. Users who choose to access the Web Site from other jurisdictions do so at their own initiative and risk and are responsible for compliance with all relevant local laws. Cineworld is not responsible for any violations of law as a result of the User's actions.
3. Trade marks and other such rights
3.1 The trade marks and logos ("Marks") displayed on the Web Site are the property of Cineworld or other third parties. The User is not permitted to use these Marks without the prior written consent of Cineworld or the relevant third party proprietor of the Marks, and the User acknowledges that any such use may constitute an infringement of the relevant proprietor's rights.
3.2 The User acknowledges that all intellectual property rights in all materials on the Web Site remain the property of Cineworld or the relevant third party proprietor, licensor or other content owner. Except as expressly permitted herein, no portion of the information on the Web Site may be reproduced in any form, or by any means, without prior written permission from the Mark owner.
3.3 Users must not use any part of the content on the Web Site for commercial purposes without obtaining a licence to do so from us or our licensors.
4. Links to third party web sites
4.1 The Web Site contains links to third party web sites. Access to any other web site through a link on the Web Site is at the User's own risk and Cineworld is not responsible for the accuracy or reliability of any information, data, opinions, advice or statements made on these sites or the security of any link or communication with those sites.
4.2 Cineworld reserves the right to terminate a link to a third party site at any time.
4.3 The provision of a link to a third party web site through the Web Site does not mean that Cineworld endorses, authorises or sponsors that web site nor does it mean that Cineworld is affiliated with the third party web site's owners or sponsors. Cineworld provides these links merely as a convenience for the User.
5. Online ticket purchases and fees
5.1 The following terms apply if the User purchases tickets through the Web Site (which, for the purposes of these terms and conditions, will include purchases made using the Cineworld iPhone App, the Cineworld Android App, the Cineworld Mobile Site and the Cineworld Facebook Booking App).
5.2 Cinema tickets are sold by Cineworld at standard prices for the relevant performance. By requesting tickets through the Web Site, the User is placing a booking request for tickets on the Terms that is only deemed accepted by and binding on Cineworld once valid payment has been processed and the User has been sent an email confirmation of the User's booking.
5.3 Subject to certain exemptions as set out in Clause 5.4 below, a booking fee of 75p/75c per person (“Fee”) for whom a seat is booked will be payable by the User when purchasing tickets through the Web Site. This Fee is payable to Cineworld's sister company, Classic Cinemas Limited. The Fee is in addition to the price of a ticket but, to ensure the booking process is as clear as possible, it is included in the headline ticket prices shown. If a User does not wish to pay the Fee, it is possible to purchase tickets at the cinema in person, where it will not apply. By confirming his or her booking, the User agrees to pay the Fee, in addition to the price payable for tickets. Tickets are sold at the prices stated on the Web Site at the time of purchase. Users should be aware that prices for tickets may change between the date of purchase and the date of the relevant performance. Where the price paid for the tickets differs to the price for equivalent tickets available for purchase at the time and date of the performance, Cineworld will not charge for and Users may not claim any refund of the difference.
5.4 Currently, the Fee referred to in Clause 5.3 above is not payable in relation to:
5.4.1 tickets booked online using an Unlimited Card (although where tickets for other customers are booked as part of the same transaction, the Fee will apply in respect of those additional persons for whom seats are booked);
5.4.2 tickets for carers of disabled customers where the person the carer is accompanying can show a valid Cinema Exhibitors’ Association Card (CEA card) or locally issued disability card;
5.4.3 tickets redeemed pursuant to certain promotions where the relevant terms and conditions of the promotion state that a the Fee is not payable and
5.4.4 tickets purchased for specific charity screenings.
5.5 The email confirmation of a booking will set out the details of the cinema tickets purchased and the total amount paid, including the unique booking reference number (“booking reference”). Once this confirmation has been sent, the ticket price (and the Fee paid pursuant to Clause 5.3 above) is non-refundable. Cineworld is not responsible in the event that the User selects the wrong film when booking tickets via the Web Site, or if the User is excluded from viewing the film under the conditions below.
5.6 The User can either print his/her cinema tickets at home or pick up his/her tickets immediately at his/her selected Cineworld cinema following confirmation of his/her booking. Where users collect tickets at the cinema, they must do so no later than 10 minutes following the start of the performance. Any ticket booked online using an Unlimited card must be collected no later than 20 minutes before the advertised screening time on the day of the performance otherwise Cineworld may release it for general sale.
5.7 Tickets are dispensed in-cinema by one of our automatic ticket collection machines or can be collected at the Box Office or Ticket and Concession stand of the User's chosen Cineworld cinema.
5.8 The User will need to present the debit/credit/charge card that he/she used to make a booking or the booking reference in order to collect the relevant tickets in-cinema.
5.9 Where Cineworld has advised the User that e-ticketing is available for a particular booking, the User may use the e-ticket (containing a QR code) attached to the email confirmation of booking (“e-ticket”) in the chosen Cineworld cinema as their cinema ticket. The User may present their e-ticket on a mobile phone or on a print out at the relevant auditorium entry point for scanning by a Cineworld staff member to gain entry for the User or, in the case of a group booking, the User’s group (please see clause 5.10 below for further conditions regarding group entry using one e-ticket). If retail items have been ordered as part of the individual or group booking, the User must go to the Concession stand first to collect the retail items.
5.10 If an e-ticket is used to admit a group, all members of the group, including the User, must be admitted into the performance together and the User must be able to provide proof of ticket purchase for all members by showing the relevant e-ticket at all times during the group’s visit (including during a performance) if requested by Cineworld staff.
5.11 If the User would prefer to use printed tickets and, if applicable, printed retail vouchers, they may present their e-ticket at an automated ticket collection machine or a Concession stand and request printed tickets and, if applicable, retail vouchers. If tickets and, where applicable, retail vouchers are printed, the QR code on the e-ticket will no longer work and the printed tickets and vouchers must be used to enter the screen and collect retail items. Users should ensure that they arrive by the advertised performance time, as Cineworld reserves the right to refuse admission to customers who arrive after the start of the feature presentation
5.12 To make any payment by credit/debit/charge card, the User must provide the cardholder's name and email address, the card number, the card security code, the card expiry date and (where applicable) the card start date and/or issue number.
5.13 Transactions will appear on the cardholder's bank or card statement as a payment to Cineworld Classic.
5.14 For all concessions/student tickets, the User must bring proof of entitlement to the cinema as this may be required upon entry to the film or collection of tickets (where applicable).
5.15 Cineworld will endeavour to operate its cinemas in accordance with its advertised programme. However, there will be instances when its ability to show a performance is impaired by circumstances beyond its control. In such situations, Cineworld reserves the right to cancel a performance, vary the time it shows it or provide customers with an alternative performance. If Cineworld does have to cancel a performance, the User’s sole remedy shall be a refund of the admission price paid for the relevant tickets, and no other costs.
5.16 Cineworld draws the User's attention to the conditions of, for performances in the UK, the British Board of Film Classification certificate and, for performances in Ireland, the Irish Film Classification Office certificate for the film being shown and is obliged to and will refuse admission to any person who, in the opinion of an authorised Cineworld employee or representative, is under the minimum age required for admittance. Cineworld reserve the right to request any individual to provide proof of age and to exclude any such individual from any performance if they appear too young and/or cannot prove they are at least minimum age for admittance. In order for children under the age of 12 to be admitted after 7.00pm they must be accompanied by a parent or guardian. Children under the age of 8 must be accompanied by someone who is at least 18 years of age at all times (regardless of the film classification).
5.17 Use of the tickets will be subject to the terms and conditions set out in the Cineworld Terms of Entry, which forms part of these Terms.
5.18 Booking cancellations are currently only available online to our My Cineworld registered customers (including Unlimited subscribers with an on-line account). A cancellation is available up to 120 minutes (2 hours) prior to the start of the booked performance and only for bookings made directly on the website. After this time our standard cancellation policy applies. Funds will be returned to the same payment card used to make the booking, please note that this will exclude the previously charged booking fee and any additional fees for SMS confirmation or 3D glasses where applicable. Please note that funds cannot be returned to gift cards and redeemed voucher codes cannot be re-used. Tickets collected in-cinema will not be refundable.
5.19 Users may purchase cinema tickets on behalf of themselves or friends and family but they may not be offered for re-sale or re-sold.
6. Online purchases of retail items offer (only available at certain UK cinemas)
6.2 By requesting retail items through the Web Site, the User is placing an order for a voucher (“concessions voucher”) to exchange for specific retail items in the User’s chosen Cineworld cinema on the Terms that the order is only deemed accepted by and binding on Cineworld once it has processed valid payment and sent the User email confirmation of the User's order. Cineworld reserves the right not to accept orders.
6.3 The email confirmation of an order will attach the concessions voucher which will set out the details of the retail items selected together with a unique order reference number (“booking reference”). Other than the rights to cancel during the cancellation period as detailed below, once this confirmation has been sent, the purchase price is non-refundable and no changes may be made to the order. Cineworld is not responsible in the event that the User selects the wrong retail items when placing an order via the Web Site.
6.4 By purchasing a concessions voucher the User is expressly requesting the ability to use the concessions voucher as soon as he/she receives it. The User can pick up his/her retail items at the Click and Collect point (where available) or the Concession Counter of his/her selected Cineworld cinema following receipt of confirmation of his/her order.
6.5 The User will need to present either (i) the printed concessions voucher or (ii) the booking reference, or (iii) the payment card used to place the order for the concessions voucher at the Concession Counter of the chosen Cineworld cinema, in order to collect the relevant retail items. Where Cineworld has advised the User that e-ticketing is available for a particular booking, the User may present their e-ticket (containing a QR code) included in their email confirmation of an order on their mobile phone or on a print out for scanning by a Cineworld staff member at the Concession Counter to collect the relevant retail items or request that their concessions voucher is printed. Once concession vouchers have been printed the QR code on the e-ticket will no longer work and the printed concessions voucher must be used to collect retail items.
6.6 When the User redeems all or part of the concessions voucher the retail items collected will be deducted from the balance on the concessions voucher. The User must collect his/her retail items within 3 months of the date of purchase of the concessions voucher. Any retail items included on the concessions voucher which are not collected within that 3 month period will be cancelled and no refund will be given.
6.7 Cineworld will endeavour to supply all retail items specified on the concessions voucher on presentation of the relevant concessions voucher, but reserves the right to substitute the chosen retail items with alternative products of an equivalent or greater value where not available.
6.8 To make any payment by credit/debit/charge card, the User must provide the cardholder’s name and email address, the card number, the card security code, the card expiry date and (where applicable) the card start date and/or issue number. Transactions will appear on the cardholder’s bank or card statement as a payment to cineworld.co.uk for purchases in UK or The Channel Islands and cineworld.ie for purchases in Ireland.
6.9 Retail items are sold at the prices for the relevant items as stated on the Web Site at the time of purchase of the concessions voucher. Users should be aware that prices may change between the date of purchase and the date of collection of the retail items. Not all products, prices, offers and discounts for retail items available in-cinema will be available through the Web Site and not all products, prices, offers and discounts available on the Web Site will be available in-cinema. Except for our right to make substitutions (as set out above), concessions vouchers may only be redeemed for the retail items specified in the concessions voucher. No difference in price paid at the time of purchase may be claimed where prices, offers and discounts differ in cinema to those on the Web Site, at the time of purchase of the concessions voucher or collection of retail items or otherwise.
6.10 Concessions vouchers may not be exchanged for cash. Other taxes or costs may exist in relation to the concessions voucher that are not imposed by Cineworld.
6.11 The concessions voucher does not entitle the User to preferential treatment over other Cineworld customers for the collection of retail items.
6.12 The User may cancel his/her order for retail items and claim a refund by cancelling the concessions voucher at any time up to fifteen (15) calendar days from (and including) the day on which the User receives the email confirming acceptance of order as referred to in clause 6.3 (the "Cancellation Period"). If the concessions voucher has been used before the cancellation has been processed the amount of the refund will be reduced to reflect such use.
6.13 If the User wishes to cancel his/her order for the concessions voucher, he/she should write to the Customer Services Department at 8th Floor Vantage London, Great West Road, Brentford, TW8 9AG or email [email protected] stating the booking reference detailed on the concessions voucher. Alternatively you may use Cineworld’s template cancellation form. Once the Cancellation Period has expired the User will not be able to cancel his/her purchase or claim a refund of the value of the concessions voucher.
6.14 Except as expressly provided in these Terms, all warranties, conditions or other terms in favour of the User or any other person who uses the concessions voucher implied by Statute or common law are excluded to the fullest extent permitted by law. Nothing in these terms is intended nor shall it be construed to limit our liability for fraud or death or for personal injury caused by Cineworld’s negligence.
6.15 Cineworld shall not be liable to the User or any other person who uses the concessions voucher by reason of any failure or delay in performing any of its obligations in relation to issue or redemption of the concessions voucher or the User’s request for retail items through the Web Site under these terms if the failure or delay was due to any cause beyond Cineworld’s reasonable control.
6.16 Cineworld’s liability to the User or any other person who uses the concessions voucher shall not exceed the amount paid by the User for the concessions voucher. No other out of court complaint or redress system or compensation scheme exists in relation to the concessions voucher or the purchase of retail items.
6.17 Where Unlimited customers are entitled to claim discounts on retail items, they must do so in-cinema as discounts may not be claimed for retail items or concessions vouchers ordered through the Web Site.
6.18 Users will not be able to request retail items or order concessions vouchers through the Cineworld Mobile Site, the Cineworld iPhone App, the Cineworld Android App or the Cineworld Facebook Booking App.
6.19 English law governs these terms and all aspects of the relationship between Cineworld and the User for the purchase of the concessions voucher, unless the address the User gives to Cineworld when placing his/her order for a concessions voucher is in Scotland, when Scottish law applies or in Ireland, when Irish law applies. Cineworld will only write and communicate with the User in English.
6.20 If the User’s residential address is in the UK or The Channel Islands, the agreement for the purchase of the concessions voucher will be with Cineworld Cinemas Limited (company registered number 01915767), registered office 8th Floor Vantage London, Great West Road, Brentford, TW8 9AG). If the residential address is in Ireland the agreement for the purchase of the concessions voucher will be with Adelphi-Carlton Limited, trading as Cineworld Cinemas, (registered number 7640, registered office 8th Floor, Block E, Iveagh Court, Harcourt Road, Dublin 2, Republic of Ireland).
7. My Cineworld and My Cineworld Plus
Access to My Cineworld
7.1 To register for a My Cineworld account the applicant must be resident in the UK or Ireland and aged 16 years old or over. My Cineworld account holders (“Account Holders”) aged between 13 and 16 who registered before 25th May 2018 may continue to hold their My Cineworld account provided their parent/guardian helped them complete the registration process at the time (including helping them to read and understand the Terms and giving consent for the applicant to register (and sign up for any marketing communications).
7.3 Applicants may register for a My Cineworld account for themselves by signing up and submitting their details on the My Cineworld registration page on the Web Site at www.cineworld.co.uk/mycineworld/login#register or on the Web Site during the ticket booking process. Each person may only have one My Cineworld account at any time.
7.4 Applicants will need to provide their name, a valid email address, postcode of their home address and favourite or local cinema when signing up for a My Cineworld account. My Cineworld account holders (Account Holders) may also provide their date of birth, phone number, home address and other information about themselves in their My Cineworld account profile and save their payment details when booking tickets online. If an Account Holder is between 13 and 16 years old they can provide their parent or guardian’s email address and contact details if they prefer.
7.5 Access to the My Cineworld area of the Web Site and to My Cineworld accounts is restricted to authorised users only. Unauthorised individuals attempting to access the My Cineworld part of the Web Site or any My Cineworld account may be subject to prosecution.
7.6 The Account Holder is solely responsible in all respects for any use of the username and password which the Account Holder selects when registering for a My Cineworld account. The Account Holder must not share their password with, or transfer it to, anyone else.
7.7 If the Account Holder becomes aware of any unauthorised use of their username and password, they must notify Cineworld immediately either by emailing [email protected], or by telephoning 0333 003 3444 (UK) or 0818 304 204(ROI). Cineworld will not be responsible for any such unauthorised use.
7.9 When communicating with Account Holders Cineworld will use the contact information (email address and phone numbers) provided in the Account Holder’s My Cineworld account. It is therefore important that Account Holders keep their contact details updated.
7.10 Account Holders may update contact details and other personal information including their marketing preferences at any time through their My Cineworld account.
My Cineworld Plus
7.11 Account Holders must be aged 16 years old to purchase My Cineworld Plus. Account Holders aged between 13 and 16 who signed up for a My Cineworld account before 25th May 2018 may purchase My Cineworld Plus but only with the consent of their parent or guardian.
7.12 Account Holders with a valid My Cineworld account are eligible to purchase My Cineworld Plus. Customers who don’t already have a My Cineworld account will be given the option to register for either a standard My Cineworld account without purchasing My Cineworld Plus (by selecting the My Cineworld free account option) or for a My Cineworld account and purchasing My Cineworld Plus at the same time (by selecting the My Cineworld Plus option).
7.13 My Cineworld Plus is a paid-for upgrade to the standard (free) My Cineworld account. My Cineworld Plus (referred to as “My Cineworld Plus” or “My Cineworld Plus upgrade”) is valid for a period of 12 months from the date of purchase (Upgrade Period) and entitles the Account Holder to a discount on the standard price of all cinema tickets the Account Holder books online via their My Cineworld account (“My Cineworld Plus Discount”) during the Upgrade Period. The level of discount available when using the My Cineworld Plus Discount will be the level of discount published on the Web Site at www.cineworld.com/benefits at the time of purchase of My Cineworld Plus (although please note the level of discount may be changed from time to time in accordance with clause 7.29 below). The My Cineworld Plus Discount does not apply to the price of 3D glasses, booking fees such as those referred to in clause 5.3 (whether or not they are shown as included in the price of the ticket online), SMS confirmation fees, or any other items or services which may be purchased online via the Web Site, unless otherwise stated.
7.14 Cineworld may also make other offers available to the Account Holder at the time of purchase of their My Cineworld Plus upgrade (“My Cineworld Plus Offers”). Such offers are discretionary and may be withdrawn or changed by Cineworld from time to time without notice. Details of the My Cineworld Plus Offers available to Account Holders at the time of purchase of their My Cineworld Plus upgrade (if any) will be published on the Web Site and information about how to use them will be included in the email confirmation of purchase.
7.15 The My Cineworld Plus Discount is for personal use by the relevant Account Holder and may not be transferred, sold or otherwise shared on social media. Purchase of My Cineworld Plus will not give Account Holders any preferential rights of access for any screenings over other Cineworld customers and the My Cineworld Plus Discount and My Cineworld Plus Offers may not be used in conjunction with any other promotions offered by Cineworld unless otherwise stated (please see clause 7.16 below for use of My Cineworld Plus Discount and Offers in conjunction with Unlimited Cards).
7.16 My Cineworld Plus is available for purchase by Unlimited members who are also Account Holders. To use the My Cineworld Plus Discount in conjunction with an Unlimited Card the Unlimited member will need to link their Unlimited membership with their My Cineworld account by following the instructions in their My Cineworld account and completing the verification steps as displayed on screen. The My Cineworld Plus Offers may be used in conjunction with relevant discounts and offers available with the Unlimited Card unless otherwise stated.
How to purchase My Cineworld Plus
7.17 Account Holders may ask to purchase My Cineworld Plus by (i) selecting the My Cineworld Plus option on the Web Site during the ticket booking process or in their My Cineworld account, or on the My Cineworld login page at www.cineworld.co.uk/mycineworld/login#register and (ii) paying the purchase price (“Upgrade Fee”) online. By applying for My Cineworld Plus the Account Holder is expressly requesting that the My Cineworld Plus upgrade is applied to their My Cineworld account immediately on receipt of the confirmation email referred to in clause 7.19 below.
7.18 The Account Holder’s request to purchase My Cineworld Plus is only deemed accepted by and binding on Cineworld once it has processed valid payment of the Upgrade Fee and sent the Account Holder confirmation of their purchase. Cineworld reserves the right not to accept requests to purchase My Cineworld Plus.
7.19 If Cineworld accepts the Account Holder’s request to purchase My Cineworld Plus an email confirmation of purchase (“Confirmation Email”) will be sent to the email address linked to the Account Holder’s My Cineworld account. Except where the purchase of My Cineworld Plus is cancelled pursuant to clause 7.22, once the confirmation email has been sent, the Upgrade Fee is non-refundable.
7.20 The Upgrade Fee and renewal fees for each subsequent 12 month period of My Cineworld Plus upgrade purchased are available from the Web Site. The Upgrade Fee must be paid online at the time of purchase. Payment can be made using a debit, credit or charge card.
7.21 To make any payment by credit, debit or charge card, the Account Holder must provide the cardholder’s name and email address, the card number, the card security code, the card expiry date and (where applicable) the card start date and/or issue number. Transactions will appear on the cardholder’s bank or card statement as a payment to cineworld.co.uk for purchases in UK or The Channel Islands and cineworld.ie for purchases in Ireland.
7.22 The Account Holder may cancel their purchase of My Cineworld Plus and claim a refund of the Upgrade Fee at any time within 15 days from the date they receive the Confirmation Email. This period is known as the Cancellation Period. The Account Holder may use the My Cineworld Plus Discount and any My Cineworld Plus Offers as soon as the My Cineworld Plus upgrade has been activated on their My Cineworld account although, if the Account Holder subsequently cancels their purchase of My Cineworld Plus during the Cancellation Period, they will be charged and must pay for any savings they made using the My Cineworld Plus Discount and My Cineworld Plus Offers during that time. Where the value of the savings made by the Account Holder exceeds the Upgrade Fee the Account Holder may be charged and must pay the excess amount.
7.23 If the Account Holder wishes to cancel his/her purchase of My Cineworld Plus they must notify Cineworld Customer Services Department using Cineworld’s template cancellation form or otherwise in writing before the end of the Cancellation Period. The Account Holder should also include a copy of the Confirmation Email with their request to cancel or, if the Confirmation Email is not available, the following information should be provided: Account Holder name, email address associated with the relevant My Cineworld account, contact address and the date of purchase. Without this information Cineworld may not be able to identify the relevant account and/or process the refund. The cancellation request should be sent by email to [email protected] or by post to Cineworld Customer Services Department at 8th Floor Vantage London, Great West Road, Brentford, TW8 9AG. Once the Cancellation Period has expired the Account Holder will not be able to cancel his/her purchase or claim a refund of the Upgrade Fee (except as provided in clauses 7.31 and 7.32).
7.24 Following cancellation under clause 7.23 the Account Holder will receive a refund of the Upgrade Fee less a deduction for any savings made by the Account Holder through their My Cineworld Plus Discount and/or My Cineworld Plus Offers as referred to in clause 7.22 above. Refunds will be paid back to the credit, debit or charge card used for the relevant transaction or on a Cineworld Gift Card or e-Gift Voucher within 14 days of receipt of the Account Holder’s notification to cancel.
7.25 If the Account Holder cancels their purchase of My Cineworld Plus or the My Cineworld Plus upgrade is subsequently terminated the Account Holder will not be allowed to purchase another My Cineworld Plus upgrade for their My Cineworld account for a period of three months following the date of cancellation or termination.
Renewal of My Cineworld Plus
7.26 The My Cineworld Plus upgrade will be valid for a period of 12 months from the date of purchase unless cancelled or terminated earlier in accordance with these Terms.
7.27 When the My Cineworld Plus upgrade expires at the end of the Upgrade Period the Account Holder’s My Cineworld account will automatically continue with the benefits of the My Cineworld (free) account and the Account Holder will be able to use their My Cineworld account as normal but the My Cineworld Plus Discount and My Cineworld Plus Offers will no longer apply. The Account Holder will be able to renew their My Cineworld Plus upgrade for another year or purchase another 12 months of My Cineworld Plus upgrade at any other time by selecting the My Cineworld Plus option in their My Cineworld account and paying the Upgrade Fee at the then current rate online.
Changes to My Cineworld, My Cineworld Plus and these Terms
7.28 Cineworld may withdraw or amend any offers made to Account Holders (or other customers) or online facilities or functions available within the My Cineworld area of the Web Site including those applicable to any My Cineworld accounts, and any related Terms, at any time without notice. Any such changes will be posted on the Web Site but Account Holders will not be specifically notified.
7.29 Cineworld may withdraw My Cineworld Plus or change the My Cineworld Plus Discount, any other element of My Cineworld Plus and related Terms from time to time. Any such changes will be posted on the Web Site but Account Holders will not be specifically notified unless they are material changes applicable to them. Where the changes are to ensure compliance with law or regulation, or for security reasons, or are non-material, the amended discounts and/or terms will take effect when posted. Where the changes to My Cineworld Plus or related Terms are material, the Account Holder will be notified by email and the amended discounts and/or terms will take effect on the date specified in the email notice. If these changes are to the Account Holder’s disadvantage, the Account Holder may terminate their agreement with Cineworld in relation to their My Cineworld Plus upgrade (see clause 7.30 below). Please see clause 7.15 for further details regarding amendment and withdrawal of My Cineworld Plus Offers.
7.30 If the change(s) made pursuant to clause 7.29 are material and to the Account Holder’s disadvantage, the Account Holder will have 30 days from the notice date in which to terminate their agreement with Cineworld for their My Cineworld Plus upgrade. The Account Holder must notify Cineworld in writing of their request to terminate, stating the reason for termination (unless terminating under clause 7.22 in which case no reason is required). On termination of an Account Holder’s My Cineworld Plus upgrade under this clause 7.30 Cineworld will refund an amount equal to the value of the Upgrade Fee for the number of remaining full months of the Upgrade Period after the date of termination. Refunds will be paid back to the credit, debit or charge card used for the relevant transaction or on a Cineworld Gift Card or e-Gift Voucher. On termination, Cineworld will deactivate the My Cineworld Plus upgrade to the Account Holder’s My Cineworld account.
Suspension and termination of My Cineworld and My Cineworld Accounts
7.31 Cineworld may terminate, withdraw or suspend the My Cineworld area of the Web Site including the My Cineworld accounts at any time for any reason on reasonable notice in writing to the Account Holder. In this event, where an Account Holder has purchased My Cineworld Plus, Cineworld will refund an amount equal to the value of the Upgrade Fee for the number of remaining full months of the Upgrade Period after the date of termination.
7.32 Cineworld may immediately suspend and/or terminate an Account Holder’s My Cineworld account if:
(i) Cineworld suspects any fraud in any matter connected to the registration for or use of a My Cineworld account or any My Cineworld Plus upgrade;
(ii) the Account Holder or anyone else misuses their My Cineworld account, My Cineworld Plus Discounts or My Cineworld Plus Offers, for example sharing them with others on social media or using them other than for reasonable personal use;
(iii) the Account Holder commits any other material breach of these Terms which cannot be corrected or if it can be corrected has not been corrected within a reasonable time; or
(iv) the Account Holder engages in any behaviour or activity that is disruptive to or damaging to any Cineworld business or operation, process or practice, including breaching Cineworld’s Terms of Entry.
7.33 Cineworld may keep any Upgrade Fees that have been received in respect of an Account Holder’s account which has been suspended or terminated pursuant to clause 7.32. This right does not limit any other rights Cineworld may have against the Account Holder.
Applicable Law and Liabilities
7.34 If Cineworld fails to comply with this clause 7 of these Terms (My Cineworld and My Cineworld Plus), we are responsible for loss or damage Account Holders suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time of registration for My Cineworld or purchase of My Cineworld Plus, both Cineworld and the Account Holder knew it might happen.
7.35 Cineworld does not exclude or restrict its liability for fraud, for death or personal injury resulting from its negligence or that of its agents and nothing in this clause shall operate to exclude, restrict or limit this liability.
7.36 Cineworld will not be in breach of these Terms or otherwise be liable for any delay in performance of them to the extent that such breach or delay is due to circumstances beyond its reasonable control.
7.37 English law governs these terms and all aspects of the relationship between Cineworld and the Account Holder for the registration for and use of a My Cineworld account, any purchase of My Cineworld Plus and use of any My Cineworld Plus Discount or My Cineworld Plus Offers, unless the Account Holder’s residential address at the time of purchase of My Cineworld Plus is in Scotland, when Scottish law applies or in Ireland, when Irish law applies. Cineworld will only write and communicate with the Account Holder in English.
7.38 If the Account Holder’s residential address is in the UK or The Channel Islands, the agreement for the purchase of My Cineworld Plus will be with Cineworld Cinemas Limited (company registered number 01915767), registered office 8th Floor Vantage London, Great West Road, Brentford, TW8 9AG). If the residential address is in Ireland the agreement for the purchase of My Cineworld Plus will be with Adelphi-Carlton Limited, trading as Cineworld Cinemas, (company registered number 7640), registered office 8th Floor, Block E, Iveagh Court, Harcourt Road, Dublin 2, Republic of Ireland.
8. Prices, payment and VAT
8.1 Purchases made via the Web Site must be paid for using debit, credit or charge card or Cineworld Gift Cards or e-Gift Cards (where available).
8.2 All prices displayed on the Web Site (unless otherwise stated) are inclusive of VAT (where applicable).
8.3 All ticket prices displayed in the ticket booking process on the Web Site are inclusive of the 75p/75c fee described in Clause 5.3 above.
8.4 All transaction details, including payment card details, are encrypted using Secure Sockets Layer. Further, CCL seeks to ensure that bank details are never transmitted in clear text through the Cineworld booking system.
9. Web site security
9.1 The User agrees not to corrupt (or attempt to corrupt) any data or to circumvent (or attempt to circumvent) any of the security safeguards of Cineworld or any of its suppliers.
9.2 The User acknowledges that the Internet is not entirely secure and whilst Cineworld will take all reasonable steps to safeguard the security of any payment card information the User imparts through encryption methods, Cineworld shall not be liable for any damage that the User may suffer as a result of the loss of confidentiality of any such information.
11. Questions and complaints
11.1 All complaints or queries in relation to any purchases made online via the Web Site should be addressed to the Cineworld Customer Services Department in writing at 8th Floor Vantage London, Great West Road, Brentford, TW8 9AG, or by email to [email protected] or by phone 0333 003 3444 (+44 333 003 3444 if calling from Republic of Ireland).
11.2 Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to use alternative dispute resolution. The European Commission has established a website for online dispute resolution which is available at www.ec.europa.eu/consumers/odr, and which is designed to assist consumers in resolving disputes online without having to go to court.
12.1 The failure of Cineworld to insist upon or enforce strict performance of any provision of these Terms shall not be construed as a waiver of any provision or right.
12.2 Cineworld may assign, transfer or, where permitted by law, declare a trust over the benefit of its rights and obligations under these Terms to any party at any time without notice to the User. The User may not assign, transfer or declare a trust over his/her rights or obligations under these Terms without Cineworld's prior written consent, which may be withheld at its absolute discretion.
12.3 Cineworld will not be in breach of these Terms or otherwise liable for any delay in performance of them to the extent that such breach or delay is due to circumstances beyond its reasonable control.
12.4 If any part of these Terms is unenforceable, invalid or illegal (including any provision in which Cineworld excludes its liability to the User), the enforceability, validity or legality of any other part of these Terms will not be affected or impaired in any way.
12.5 Any notice to be given by either party to the other may be sent by email or recorded delivery to the address of the other. In the case of Cineworld, this address shall be Cineworld Cinemas, 8th Floor Vantage London, Great West Road, Brentford, TW8 9AG, or by email to [email protected], each as amended herein from time to time. In the case of the User, such an address shall be that provided at the time of registration or such other address as the User may from time to time have communicated to Cineworld in writing or by email to [email protected] or via their My Cineworld account. If sent by email, a notice shall be deemed to be received on the day it was sent or, if sent by recorded delivery, shall be deemed to be served two days following the date of posting.
12.6 Some of the provisions of these Terms are for the benefit of Cineworld and its officers, directors, employees, agents, subsidiaries, affiliates, suppliers and third party information providers. Each of these persons or entities shall have the right to assert and enforce those provisions directly against the User on its own behalf if the User violates any of these Terms. Save for the foregoing, the Contracts (Rights of Third Parties) Act 1999 shall not apply to these Terms and no rights or benefits expressly or impliedly conferred by them shall be enforceable under that Act against the parties by any other person.
12.7 The Web Site is provided by Cineworld Cinemas Limited, a company registered in England and Wales (company number: 01915767), whose registered office is at 8th Floor Vantage London, Great West Road, Brentford, TW8 9AG with VAT number 606 197 048 and by Adelphi-Carlton Limited, a company registered in Ireland (company number: 07640), whose registered office is at 8th Floor, Block E, Iveagh Court, Harcourt Road, Dublin 2, Ireland. Cineworld can be contacted at 8th Floor Vantage London, Great West Road, Brentford, TW8 9AG, by emailing [email protected] or by telephoning 0333 003 3444 or 0818 304 204 when calling from Ireland.
13. User Generated Comments
13.1 Cineworld reserves the right to remove user generated content from its website, especially if the content is;
- Likely to disrupt, provoke, attack or offend others
- Racist, sexist, homophobic, sexually explicit, abusive or otherwise objectionable
- Likely to offend with swear words or other language
- Condoning or encouraging breaking the law or participating unlawful activity including breach of copyright, defamation and contempt of court
- Advertising products or services for profit or gain
- Seen to impersonate someone else
- Including contact details such as phone numbers, postal or email addresses
- Written in anything other than English
- Linking to other websites which also break any of the guidelines mentioned in this list
- Encouraging activities which could endanger the safety or well-being of others
- Considered to be 'spam', posts containing the same, or similar message posted multiple times
- Off-topic for the particular message board
13.2 We ask that any contributors of user generated content on our website;
- Try to be fair, truthful and accurate
- Don't write anything discriminatory, racist, abusive, obscene, inflammatory or unlawful
- Take issue with the opinion, not the person
- Respect the fact other people’s opinions may differ from yours
- Show restraint when pointing out someone else's error or misinterpretation
- Don’t use spam
We make an effort to monitor content during normal business hours, and will try to respond to any issue arising as soon as possible.