Refund Policy

1. General 
All tickets and concessions purchased online through the Filmhouse website or app are non-refundable except in the specific circumstances set out in this policy. By completing a purchase, you agree to these terms. 
 
2. When a refund will be issued 

Filmhouse will process a refund where the reason for the refund request is directly attributable to Filmhouse, including:

• A confirmed service disruption that prevented your scheduled screening from taking place. 
• A technical fault on the Filmhouse website or app that resulted in an incorrect charge, a duplicate transaction or a failed booking where payment was still collected provided upon reconciliation of account it is shown that the said payment was received by Filmhouse.  
• Cancellation of a screening by Filmhouse. 
• A significant change to a confirmed booking (e.g. change of screen, format, or showtime) made by Filmhouse without a minimum of 24 hours’ notice.

3. When a refund will not be issued 

Refunds will not be issued in the following circumstances: 

• Where the customer arrives late to or misses a screening. Such customer may however be entitled to claim any concession purchased along with the ticket.  
• Where the customer changes their mind after purchase. 
• In the case of a third-party payment, network, or device issue, which is outside of Filmhouse's control.
• Where the request is made more than 1 month after the original date of purchase. 

4. Vouchers in lieu of a refund

Where a refund would not ordinarily be issued under this policy, Filmhouse may, at its discretion, offer a voucher to the value of the original purchase as a goodwill gesture. This may apply in circumstances such as: 

• A booking made for the wrong cinema location; 
• Inability to attend a scheduled screening due to unforeseen personal circumstances; and 
• Any other genuine reason that can be substantiated
• Provided always, that the request for refund is escalated to Filmhouse at least two (2) hours before the scheduled screening time, for consideration. Any requests received after this timeframe will not qualify for voucher consideration, refunds, or rescheduling.  

Any voucher issued under this section, shall be valid for no more than 1 month from the date of issue. The said voucher can be used towards the purchase of any ticket and/or concession on the Filmhouse website or application, and are neither transferable nor redeemable for cash. The offer of a voucher is at Filmhouse's sole discretion and does not constitute an entitlement to a refund. 
In the case of a reschedule, the inability to use the ticket as rescheduled, automatically voids the tickets and such ticket shall not be qualified for another reschedule or a request of refund or issuance of a voucher.   

5. How to request a refund or voucher 

To submit a refund request, fill out the contact form here. You can also contact us via email at onlinesupport@filmhouseng.com or WhatsApp at 08123751498 and 08084641767 with the following: 

• Your name and contact details used at the time of booking. 
• Your booking reference number and the cinema location you were planning to visit. 
• Proof of payment, such as a bank or transaction receipt.
• A description of the issue and the reason for your refund request.

Filmhouse will review your request and respond within 5 working days. If approved, refunds will be processed to the original payment method within 5 working days of approval. Vouchers will be issued to your registered email address within 3 working days of approval – this may be expedited for urgent rebookings.  
 
6. Time limit 
Refund and voucher requests must be submitted within 1 month of the original purchase date. Requests made after this period will not be considered regardless of the reason. 
 
7. Discretion 
Filmhouse reserves the right to approve or decline any refund or voucher request at its discretion, including in circumstances not explicitly covered by this policy. Filmhouse’ discretion shall be exercised in accordance with the terms of this policy. 
 
8. Contact 
For refund requests, voucher requests or other queries, please fill out the contact form through the Contact Us section of the Filmhouse website and app. You can also reach out to us via email at onlinesupport@filmhouseng.com or WhatsApp at 08123751498 and 08084641767.