Houserules

Coming into force: 25/07/2024

General provisions

1. By entering the premises of the cinema and/or by booking or purchasing a cinema ticket, the visitor acknowledges and accepts the provisions of these Rules.
2. The Cinema reserves the right to amend or modify this Policy at any time without prior notice.
3. All legal aspects not covered by the Rules are governed by the laws of Hungary and the decisions of the Hungarian authorities.
4. The cinema recommends, but cannot oblige, that you observe the age rating indicated in the programme, especially in the case of underage viewers.
5. Visitors assume full responsibility for the children they accompany, for informing them in a timely manner of the Cinema's Rules and for complying with them.
6. All visitors must buy a ticket, regardless of age, occupation or any other factor (small children, journalists, police officers, etc.).
7. The cinema ticket becomes valid 30 minutes before the start of the performance and becomes invalid at the end of the performance.  The area and services of the cinema are reserved for guests with a valid cinema ticket.  Persons without a valid cinema ticket may be removed from the cinema by the cinema staff.
8. Only the cinema ticket valid for the screening in question may be used to enter the theatres and the lobby, at the earliest 10 minutes before the start of the screening, unless otherwise specified by the cinema staff.
9. Visitors must reserve a seat in the corresponding row and seat number indicated on their ticket and keep their ticket or receipt until the end of the performance.
If, for any reason, the visitor is unable to occupy the seat indicated on the ticket, he/she should ask the cinema staff for assistance and follow the instructions given.
10. Only 1 bag per person may be taken into the cinema, the size of which must not exceed 25cm x 25cm x 40cm. Luggage storage is not available on the cinema premises. The luggage must be placed in such a way that the aisles are kept clear.

Copyrights

11. The use of image and/or sound recording devices (cameras, cameras, telephones, tape recorders, etc.) is strictly prohibited in all theatres.Any recording of images or sound from films in the theatres is an infringement of the law and will result in criminal and civil penalties. All programs, designs, text, visual layouts, illustrations, sound, video, film, works of art are protected by copyright and their recording, copying, modification without the written permission of the owner is strictly prohibited. The taking of photographs of cinema staff without their written consent is strictly prohibited. Photographs may be taken outside the cinema premises, in front of promotional panels with a camera icon, provided that the photograph does not show the cinema premises and the cinema staff.
12. Visitors infringing the copyright laws in force in Hungary will be removed from the premises by the cinema staff and a police report will be filed against them.

Movie list

13. The Cinema publishes the current weekly cinema programme on www.cinemacity.hu.
The Cinema shall not be liable for any inconvenience or damage caused by any untrue, inaccurate or incorrect information which is not owned by the Cinema or which is not published on media not ordered by the Cinema.
14. The indicated start time is not the start time of the film, because the cinema shows advertisements and trailers before the films.
15. The cinema reserves the right to change the programme.
16. The cinema reserves the right to change the programme until the start of the performance affected by the change.

Booking

17. The theatre will offer the possibility to collect pre-booked tickets up to 30 minutes before the start of the performance, after which they will be released through our ticket reservation system. VIP ticket reservation is not possible (Cinema City Arena, Cinema City Mammut Budapest). For the first show after opening hours, tickets can be collected 15 minutes before the start of the show. Please note that there may be queues at the box office, which may extend the waiting time, so we recommend arriving on time to avoid any inconvenience caused by the release of tickets not collected in time. The cinema cannot be held responsible for tickets not collected in time.
The cinema reserves the right to limit or eliminate the possibility of online booking for certain screenings and screenings.
18. We are not able to issue reserved tickets out of order.
19. Reservations may be transferred or rebooked by the cinema in the event of a change of programme/change of venue/other reasons. The theatre will endeavour to inform the guests of the change before the start of the film, provided that the guest has registered with correct details at the time of booking.
20. The cinema reserves the right to cancel or modify certain reservations:
      a. suspected intentional damage: in the event of intentional damage, the cinema will file a police report
      b. the guest does not register with real data when making the reservation
      c. technical problem, change of room, other cases
      d. in case of incorrect reservation.

Buy tickets

21. Tickets can be purchased ONLY at the cinema box office. After leaving the box office, we are unable to accept any complaints about tickets issued, paid or refunded for any incorrect date, time or film. 
ONLINE ticket purchase is available from the website www.cinemacity.hu and from the official Cinema City Hungary mobile app, as well as through the ATM machines located next to the box office of selected cinemas.
Before payment, it is recommended to check the following parameters: cinema, date, time, performance, ticket type. After the online purchase, it is necessary to check the confirmation e-mail and attachments sent by the cinema. If the customer has not received the above-mentioned attachment(s) or if the data do not match, he/she can contact our customer service: +36 80 800 800; +36 1 999 6161.

Tickets that are not bought from the cinema are out of the cinema’s responsibility.

22. In the event of a change of programme/change of venue/other reasons, the cinema may transfer tickets already purchased. The cinema does not guarantee, but will do its best to transfer the tickets already purchased to the number of seats and rows corresponding to the previous purchase, taking into account the availability of the theatre.
If, for any reason, the new room, row or seat number is not suitable for the customer, he/she may ask the cinema staff for further information.
23. The cinema reserves the right to refuse "free tickets" for certain screenings.
24. It is not possible to change money at the box office.

Ticket price, Discounts

25. Ticket prices can be obtained in person at the box office of the cinema of your choice, by calling the customer service, or by visiting www.cinemacity.hu on the website of the cinema of your choice. Our customer service can only be contacted by dialling a number.
26. Discounts are only available upon proof of eligibility. Annex 1: Discount cards Only one discounted ticket can be purchased with a certificate of eligibility. It is not possible to change the ticket into a discounted ticket afterwards, even if you present the ID card!

Buffet products

27. Only products purchased in the cinema (products purchased in the buffet or the café) may be brought into the cinema area; visitors may not bring food or drink purchased elsewhere into the cinema premises. 
28. For products that can be purchased in the cinema but are not produced in the cinema, the cinema is solely responsible for compliance with the distribution rules applicable to them.
29. If you've made it this far, you've made us really happy! :)
30. In the event of a cancelled (cancelled) cinema ticket or a cancelled performance, we are unable to refund the price of the buffet or café products purchased.
31. If you have any complaints about the buffet products, you can contact the cinema staff in person at the latest at the end of the performance, before the opening hours of the buffet, and submit the product and the receipt of purchase at the same time, so that we can verify the complaint after the product has been examined.

Cancel a movie ticket

32. In case of PERSONAL ticket purchase at a cash desk or ATM, the ticket can be redeemed against a receipt or invoice at the box office of the cinema where the performance is to be held, within opening hours, at the latest 1 hour before the start of the performance. 

If purchased ONLINE, the ticket can be cancelled by calling our customer service at the latest 3 hours before the start of the performance.  When requesting a cancellation, please take into account the opening hours of our customer service, if it is not available, you can cancel your ticket on the spot at the latest 3 hours before the start of the film. In the case of online purchases, if the ticket was purchased through the Cinema City official mobile app, the registered user of the app can cancel the ticket within their account by clicking on Request Ticket Cancellation at the latest 3 hours before the start of the screening. In the event of cancellation of a ticket purchased online, the amount purchased will be refunded within 14 days, the service fee for which will be deducted from the amount to be refunded. For the current cancellation fee, see the Online Purchase Conditions or contact our Customer Service. Our Customer Service can only be contacted by dialling a number.

When cancelling an Online Cinema Ticket, only the entire transaction can be cancelled, no partial cancellations - i.e. cancelling selected cinema tickets from multiple tickets purchased within a single transaction - are possible.

We are not able to change the ticket in any way, transfer it to another performance or exchange it for a gift ticket.

The cancellation deadline must be respected in relation to the opening hours of the cinema or the telephone Customer Service. For general cinema opening hours, please visit cinemacity.com.

If you have purchased a gift ticket, you can cancel your purchase via our Call Centre 3 hours before the start of the performance. Please have the serial number of your gift tickets ready before calling. In the event of cancellation, the deadline for redeeming gift vouchers remains unchanged and we are unable to extend it.

When purchasing tickets online, we cannot cancel the ticket or refund the ticket price in the following cases:

      a. If the ticket has been purchased less than 3 hours before the start of the film or has already started.

      b. If the purchased ticket is not used.

      c. If the guest provides incorrect or incomplete information to our customer service at the time of purchase.

We can only accept complaints about the purchase until the start of the film!

In any other case, which is not covered in point 32 of this policy, the right of withdrawal cannot be exercised by the consumer!

Cancelled, interrupted performance

33. In the event of a performance being interrupted or cancelled (technical failure, power failure, bomb threat, natural disasters, force majeure, etc.), the cinema will endeavour to inform its visitors of the possibilities. If the cinema does not provide any other information, it will issue an emergency ticket after the screening, on presentation of the ticket for the screening. The deadline for applying for and redeeming a Compensation Free Ticket is 90 days after the day of the cancelled or interrupted performance. Only holders of a valid cinema ticket for the performance concerned may exchange it for a cinema ticket for any performance of the same type as the original ticket at the box office of the cinema concerned, until the expiry of the redemption deadline indicated on the Compensation Ticket.
If a technical problem should occur during the screening of the film, please report it to the cinema staff immediately after the problem has been detected and during the screening, so that it can be rectified as soon as possible. Complaints about the quality of the film (sound or image defects) or the behaviour of other spectators can only be refunded during the performance. Such complaints after the end of the film may be rejected by the cinema.
35. In the event of delays, cancellations or delays due to other technical faults, we are unable to reimburse guests for any additional costs (e.g. parking, travel).

The cinema is private property

36. The cinema is private property and the cinema reserves the right to refuse entry to or exclude certain persons from the premises at any time at its sole discretion.
37. Any person damaging, stealing or not having a valid ticket will be reported to the police, regardless of the value of the damage.
38. The Guest agrees by these Rules and Regulations to use the cinema's furniture and toilets for their intended purpose. In the case of furniture: comfortable seating for the guest on sofas and chairs in the rooms. Lying down and putting your feet up is strictly forbidden!
In the case of toilets: only hand and face washing is allowed in the toilets.
In the event of vandalism, unsanitary behaviour or behaviour that disturbs other guests, the cinema staff may remove the guest from the cinema or order him/her to pay compensation for the value of the damage.    
39. Only cinema staff are allowed inside the cinema, but in areas closed to the public, except for escape routes, only in the event of an emergency (e.g. fire). Unauthorised intruders will be prosecuted by the cinema for trespassing and trespassing on private property.

Protecting guests

40. It is prohibited to bring into the cinema premises any object that is dangerous to public safety and/or disturbs the entertainment and comfort of other visitors. The Cinema reserves the right to decide which objects are included in this category, depending on the situation.
41. The cinema staff has the right to remove from the cinema premises any visitor who is disorderly or disturbing the entertainment of other visitors in any way (e.g. using a mobile phone during a performance). In this case, the cinema is not obliged to refund the ticket price.
42. Under 18s will not be served alcohol products.
43. The use of masks and imitation weapons is prohibited in the cinema. It is also forbidden to wear clothing that causes fear in other spectators.

Security measures

44. The cinema area is equipped with a security camera system, the images of which may be retained and recorded by the cinema. The cinema may use these recordings for the protection of its own property and to prove damage, but may only release or show them to private persons in the context of official proceedings and only after having been requested to do so by an official body.
45. Smoking (cigarettes, electric cigarettes, pipes) and the use of open flames are prohibited in the entire area of the cinema. It is strictly forbidden to bring any flammable material into the premises of the cinema.

Exclusion of liability of the cinema

46. The Cinema accepts no liability for the content of promotional material, films, trailers and advertisements displayed in the Cinema and will not compensate for any damage or loss arising from them.
47. The cinema is not responsible for valuables brought into the cinema premises or for lost or abandoned valuables.
48. The cinema accepts no liability for any damage or injury caused to a patron by another patron.
49. The cinema is not responsible for technical equipment not operated by the cinema (e.g. heating, cooling, parking system), for areas outside the cinema and their cleanliness. 
50. Due to the limited lighting in the cinema room, despite thorough cleaning, please check the seats before taking your seats and if you have any complaints about their condition, please report them to the cinema staff immediately, otherwise we will not be able to compensate you for any damage to your clothing.
51. There is an increased risk of accidents in cinemas during the screening period due to limited lighting. Please pay particular attention to this for your safety during the screening. To leave the cinema, please wait until the end of the film, after which you will be able to leave the theatre with the lights on half-light and after the end of the credits with the lights on full. The use of the cinema premises is at your own risk and we cannot be held responsible for any personal injury or damage to property that may occur in this connection.

Parking

52. Cinema guests are entitled to a 3-hour parking discount on the parking ticket from the shopping mall's parking area, starting from the time of entry into the parking garage. In malls with paperless parking, the QR code voucher can be requested at the cinema before the start of the screening. The discount can only be used once per parking card, even if the visitor watches a longer movie or multiple movies in succession, considering the time of advertisements and trailers shown before the movies. In case of technical issues (e.g., parking machine, SMS parking), please report it to the personnel responsible for the parking garage on-site. For further information, please inquire at the cinema.
 
Animals in the cinema

53. No dogs or other animals may be brought into the cinema. Except for assistance dogs.

Complaints forum

54. In the event of a problem or complaint, it is recommended that you report it verbally to the cinema staff on site immediately.
55. In the event of a complaint, you can also make your comments in writing

The email address to register a complaint on the ODR dispute resolution site is cinema@cinemacity.hu 
Any correspondence received at the complaint handling email address (cinema@cinemacity.hu) provided for the ODR dispute resolution page will be handled as indicated in the automated reply received.

We are not in a position to investigate and resolve complaints notified by other means. Complaints about cafeteria products are subject to the specific provisions of point 31 of these Rules.
The cinema may ask for the cinema ticket and receipt when dealing with a complaint, so it is necessary to keep them until the complaint has been dealt with. The competent supervisory body is: http://fogyasztovedelem.kormany.hu/
56. In the event of a complaint, the cinema will not be held responsible for any undelivered reply due to inaccurate information.
 

Appendix 1: ID cards entitling to a discount

Appendix 2: Terms & Conditions of gift vouchers