Terms and Conditions
These terms & conditions, which set out the general terms of trading, may be amended from time to time.
“We” refers to REEL CINEMAS LTD, and “you” or “the customer” refers to anybody who purchases a ticket, uses our website, or visits our cinema in person.
Tickets Purchased online, by phone or in person, are non-refundable or exchangeable unless the performance is cancelled for any reason. In that instance, the whole amount will be refunded by the same method by which you made the purchase.
When you purchase via the REEL CINEMAS LTD website or app, your transaction is made with REEL CINEMAS LTD. By purchasing tickets using the service provided by REEL CINEMAS LTD you are agreeing to accept and abide by all terms and conditions published herein.
In the event of any query which relates to the tickets or cinema-related products purchased (e.g. pricing, age restriction etc.), please contact your selected cinema directly.
Only products and services permitted by UK law are offered for sale via the website.
This website is used for the purchase of cinema tickets and cinema-related products.
Please note that 3D glasses may be required when purchasing tickets for 3D films. Wherever possible, the booking pages indicate whether your purchase includes 3D glasses. However, due to the variety of 3D systems used by modern cinemas, the type of glasses required and whether or not these may be purchased in advance can vary from cinema to cinema. If in any doubt as to 3D glasses arrangements at your selected cinema, please contact the cinema directly.
Purchases made via this website are subject to ticket availability. Your order constitutes an offer to purchase from your selected cinema, and the on-screen booking confirmation indicates acceptance of your offer on behalf of your selected cinema by REEL CINEMAS LTD. At this point, a contract exists between you and your selected cinema.
An automated booking confirmation is sent to the email address you enter when purchasing tickets and cinema-related products. This details your transaction reference and/or a unique booking reference which should be quoted when collecting your purchase at the cinema. Please ensure that you check your confirmation carefully, as it may not be possible to rectify mistakes unless your selected cinema is informed immediately. Note that the cinema's stated terms and conditions with regard to refund or cancellation apply in the first instance.
We recommend that you either print a copy of your booking confirmation to take to the cinema with you or ensure your confirmation is available on your mobile device, as proof of your reservation.
We reserve the right to refuse your booking request on behalf of your selected cinema.
Please note that ticket availability can fluctuate in response to changes made at the Box Office, and cinemas can remove seats from sale at short notice. Where seat availability changes after you have entered the booking process, your booking will not be completed, and you will have the opportunity to select alternative seats, if available.
Please note that your seat selection may be automatically adjusted in accordance with cinema policy, in order to prevent single seats being left unallocated (e.g. on the edge of an aisle). Wherever this is necessary, our systems will advise you, and you will be given the opportunity to select alternative seats.
Tickets purchased in advance via our website or app will be available for collection prior to the start of your chosen film from the Box Office, upon presentation of your booking confirmation or credit card. Where available, tickets purchased in advance via our website or app will be available by using an automated ticket collection machine (ATM).
Tickets must not be re-sold for profit.
Prices on this website include tax where applicable.
Promotional vouchers and discounts must be redeemed at the time of purchase. Some offers are not available for certain performances or advance bookings so, please check the Terms and Conditions applicable to the offer.
If a film is age-restricted (12A, 15, or 18), whether or not a ticket has been purchased online, the customer must bring recognised identification, such as a passport, driving licence, or official student card. If authentic identification cannot be provided when requested, you will not gain entry to the film, and your tickets will be refunded. The final decision with regard to the production of identification and its suitability to prove age rests with the staff of the cinema.
Babies under the age of 1 year can be admitted to any film rated U, PG or 12A provided that they sit on the lap of an adult for the duration of the film, and are removed from the auditorium should they cause a disturbance to other customers. This does not apply to specific Parent & Baby screenings.
A ticket will be required for children over the age of one year.
You must show your booking reference or scan your QR code in order to collect your tickets.
If you book the wrong product in error, please let us know immediately in order for us to change the booking. If you do not do so within one hour of making the original booking you will not be entitled to a refund.
If you fail to attend a performance for whatever reason you will not be entitled to a refund, unless in exceptional circumstances. The final decision over refunds rests with the Duty Manager.
Gift vouchers are not refundable or exchangeable and will be valid for 12 months from the date of issue.
For anyone who is demonstrating acts of anti-social behaviour, REEL CINEMAS LTD reserves the right to refuse admission, or will require that the individual/s leave the premises. This is at the sole discretion of the Duty Manager. In these circumstances, no refund for tickets, food or drink will be given.
Anti-social behaviours include:
- Any form of physical or verbal aggression towards our staff & customers or acting in an anti-social way.
- Disturbing or disrupting others’ enjoyment of the film, including the use of mobile devices during the film performance.
- If a person/s appears to be intoxicated or under the influence of other drugs.
- Any copyright infringement.
- Where there might be a risk of safety to others.
- Smoking on the premises.
- Drinking alcohol not purchased on the premises, and infringing licensing law.
REEL CINEMAS LTD accepts no responsibility for any loss, theft or damage to personal property that is brought onto our premises.
We may need to search customers' possessions whilst on the premises, in the interest of safety, security and other reasonable causes. We reserve the right to refuse entry or for customers to leave the premises without entitlement for a refund if they fail to comply with this request.
Some images used on our website or printed materials promoting the cinema or offers are for illustrative purposes only.
FILM CERTIFICATION AND ID POLICY
No one younger than 12 may see a 12A film in a cinema unless accompanied by an adult. Anyone aged 12-15 and anyone who may appear younger than 12 will be asked for proof of ID (valid passport or pass card) to confirm their age before they can see a 12A certificate film unaccompanied by an adult.
No one younger than 15 may see a 15 certificate film in a cinema. Anyone aged 15-17 and anyone who may appear younger than 15 will be asked for proof of ID (valid passport or pass card) to confirm their age. Without this proof of ID, we are not legally permitted to allow someone into a 15 certificate screening, we will not be able to sell them a ticket at the cinema, and we will have to refund the price of any ticket purchased online.
No one younger than 18 may see a 18 certificate film in a cinema. Anyone who may appear younger than 18 will be asked for proof of ID (valid passport or pass card) to confirm their age. Without this proof of ID, we are not legally permitted to allow someone into a 18 certificate screening, we will not be able to sell them a ticket at the cinema, and we will have to refund the price of any ticket purchased online.
REEL CINEMAS LTD runs a strict age restriction policy, and as such, you must be prepared to present a valid ID if you look under 25.
We accept the following forms of ‘valid ID’:
- Driving licence
- Photographic Student Card
- Yoti digital ID (free app available from Apple App Store or Android Play)
PLEASE NOTE: Parental consent or accompaniment is NOT a valid form of identification.
If valid identification cannot be provided when requested, you will not gain entry to the film, and your tickets will be refunded.
The final decision with regard to the production of identification; and its suitability to prove age rests with the staff of the cinema, and the manager’s decision in this matter is final.
FOOD AND DRINKS POLICY
Neither hot food nor alcohol may be brought onto the premises. Therefore, we ask that you do not bring food and drinks purchased from outside sources. If you do so, we will ask you to leave it behind the counter until the end of the film.
Alcohol may only be purchased and consumed in licensed areas.
Customers may be refused entry if unable/unwilling to comply with the above terms and conditions.
WEBSITE TERMS AND CONDITIONS
By accessing our website, as well as any other media channel, form, mobile website or related application that you have read, it is understood that you agree to be bound by the website terms and conditions. If you do not wish to be bound by these terms, you must leave the website immediately.
Our website is provided free of charge to users and cannot guarantee that it will be error-free. We reserve the right to amend, modify or discontinue any part of the website without notice and without liability.
The website and the materials on it are protected by copyright, trademark and other intellectual property laws. The materials on the website are not to be copied or reproduced, and the information provided on the website is not intended for distribution.
The website is intended for users at least 13 years of age. All users under the age of 18 must have permission from their parents or guardian before using this website.
This website does not allow users to submit, alter or post content.
The site contains links to third-party websites, such as our ticketing and payment providers, and social media accounts, as well as graphics, text, photographs, music, sound, video or other content belonging to or originating from third parties, such as film trailers. Such third-party content posted on or made available to users and is not monitored, investigated or checked for accuracy by us and we are not responsible for any third-party content. If you decide to leave the site and access the third-party content, these terms will no longer apply.
We may, from time to time, allow advertisers to display their adverts or certain information on certain areas of our site. Any advertiser will take full responsibility for the content of the advertisements placed on our site, although REEL CINEMAS LTD will check that these are appropriate before allowing them.
This card cannot be exchanged for cash or credit. Unused amounts are non-refundable after 24 months.
REEL Rewards("REEL Rewards") is operated by REEL Cinemas Ltd. Our registered office address is Sital House, 3 - 6 Cattle Market, Loughborough, Leicestershire, LE11 3DL, VAT number GB 892 2076 12. This is also our business address.