REFUND ELIGIBILITY 

1.1 We are not always able to refund ticket purchases because we sell tickets for specific screenings and set aside specific capacity for our customers. We also want to ensure that all of our guests have a fair opportunity to book tickets, so we try to encourage our customers to only book tickets for screenings which they know they can attend.

1.2 Because we want to ensure that we treat our valued customers fairly, we will however issue a refund to you if: 

1.2.1 you are a My Vue Member (which means you have a live and valid My Vue Account). Tickets purchased by a person who is not a My Vue Member will not be eligible for a refund for their online purchase under this paragraph until they have created a My Vue Account;

1.2.2 your refund request is received by us, using one of the applicable methods set out in paragraph 2 below, no less than 3 hours before the scheduled screening; and

1.2.3 your refund is not prohibited by paragraph 5 below.

1.3 We may also grant refunds in other circumstances, such as where we have to cancel or materially change a screening or where refunds are required by law. For more information, please refer to paragraph 4 below.