STER-KINEKOR THEATRES REFUND POLICY

In accordance with our practices as guided by the Consumer Protection Act, we request our guests to be mindful before purchasing their tickets. We urge you to confirm the location, title, and time of the movie you wish to book.

It is important for all guests to note that at the time of purchase, the number of tickets will be removed from the theatre’s inventory, reducing the number of seats available for the chosen show time. While this allows Ster-Kinekor to provide guests with the clear benefit of guaranteed seats, it prevents us from reselling the already booked tickets.

Should you not be able to attend your chosen movie, you will need to advise Ster-Kinekor contact centre 0861 MOVIES (668437) three (3) hours before the advertised start time of the show. Refunds for bookings made with a credit card can be managed on our mobile application.

Subject to verification, Ster-Kinekor will either transfer your movie ticket to an alternative session or refund the purchase price of your movie ticket by issuing you with a Ster-Kinekor re-admission voucher to the same value. Refunds will not be in the form of cash or an electronic transfer of money. Booking fees are non-refundable.

If a movie session does not screen due to any technical issues or load shedding, and or any other reason(s) outside of our control, then Ster-Kinekor Theatres will offer you a re-admission voucher of the same value. Please ensure that you receive your re-admission voucher from the cinema manager at the cinema as no vouchers will be issued through our contact centre.

Food and beverage: Ster Kinekor Theatres are not obligated to provide a refund for food and beverages if a customer is not satisfied with the taste and quality of the drink or the taste and quality of the popcorn purchased. Should you have any complaints about your food and beverage, then this must be dealt with at the cinema house by escalating to the manager on site.

Movies screened at our theatres have synopsis and trailers which can be viewed on our website www.sterkinekor.com before bookings are made. We do operate in line with the regulations of the South African Film Publication Board (FPB). Our services and code of conduct are aligned with the policies of FPB.

Note that it is the guest(s) responsibility to be aware of and to adhere to the age restrictions applicable to movies exhibited in the Republic of South Africa and governed by the Film and Publications Board of South Africa. Should a Ster Kinekor manager or other staff member be presented with a valid cinema ticket, purchased online or by any other means, by a person not meeting the age restriction criteria attached to the movie, Ster Kinekor Theatres is legally compelled to deny entry to the cinema to the said person(s) and no ticket refunds or re-admission tickets will be granted.

In circumstances where FPB (Film Publication Board) has no age restriction assigned to the movie, then an alternative movie experience will be offered or an immediate re-booking for a different movie and date, or a refund on request by the guest(s). Ster-Kinekor will NOT process refunds for tickets that were redeemed and not scanned at the Ticket Verification Station (TVS).

In situations where the movie did not meet your expectations, the movie made you feel uncomfortable/unwell, booking was for the wrong date or time, no refund will be made/processed.

E-vouchers cannot be redeemed for cash in part or whole as they are non-refundable or exchangeable. These vouchers must not be sold or offered for re-sale or used for advertising, promoting, or other commercial purposes (including competitions or trade promotions) or to enhance the demand for other goods and or services including (loyalty/rewards programs), either by the original purchaser or any subsequent bearer,
unless Ster-Kinekor Theatres’ prior written consent is obtained. If the e-voucher is used in breach of these terms and conditions, the e-voucher maybe canceled without a refund and the bearer of the e-voucher may be refused admission.

Ster-Kinekor Theatres does not process refunds for any block/group bookings or voucher sales. Refunds will ONLY be processed for technical issue(s) that might hinder the movie from being screened.

Stair lights, advertisements, and trailers format or display related issues will be handled at the cinema level and no refund request(s) will be processed through our contact centre.

Refund requests for all technical related issues both on the website and mobile platform where the guest was double debited, no confirmation received, or error on the website are all subject to investigation before the refund is approved and processed.

Refund’s duration and time and contact telephone number:
Refunds/reversals on credit card purchases may take up to 7 working days. EFT/Bank transfers may take up to 14 working days.
Ster-Kinekor contact centre 0861 MOVIES (668437)