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Ticket refund policy:

  1. Tickets are non-refundable if:
    • they are bought for Astana Opera;
    • returned less than 48 hours prior to the Event;
    • returned less than 15 minutes prior to showtime at the Kinoforum 10 cinema theater (Forum Shopping Mall);
    • returned less than 30 minutes prior to showtime at the Eurasia Cinema7 cinema theater;
    • purchased at the Keruen Cinema cinema theater (Talan Gallery);
    • returned less than 1 (one) hour prior to showtime at the Arsenal 3D cinema theater (Atyrau);
    • returned less than 1 (one) hour prior to showtime at the Aru Cinema cinema theater;
    • returned less than 30 (thirty) minutes prior to showtime at the Arman Asia Park cinema theater (Astana);
    • returned less than 1 (one) hour prior to showtime at the Galaxy Cinema cinema theater;
    • returned less than 1 (one) hour prior to showtime at the Festival Cinema Dolby Atmos 3D cinema theater;
    • returned less than 30 (thirty) minutes prior to showtime at the Arman cinema theater (Asia Park Shopping Mall) (Almaty);
    • returned less than 30 (thirty) minutes prior to showtime at the Arman 3D cinema theater (MART Shopping Mall) (Almaty);
    • returned less than 1 (one) hour prior to showtime at the Arman 3D (Almaty, Dostyk ave.) cinema theater;
    • returned less than 30 (thirty) minutes prior to showtime at the Cinema Alem cinema theater;
    • returned less than 1 (one) hour prior to showtime at the Illusion Maxima cinema theater;
    • returned less than 30 (thirty) minutes prior to showtime at the Pixel Family Cinema cinema theater;
    • returned less than 30 (thirty) minutes prior to showtime at the Pixel Cinema cinema theater;
    • returned less than 1 (one) hour prior to showtime at Kinoman cinema theater;
    • returned less than 1 (one) hour prior to showtime at Shagala Center cinema theater;
    • they are bought for the Fantasy World Park Organizer. The ticket is valid for 7 (seven) days;
    • returned less than 2 (two) hours prior to showtime at ARTiSHOK theater;
    • purchased at the Smart Cinema cinema theater;
    • purchased at the Sun Cinema cinema theater;
    • purchased at the Kinoalem cinema theater;
    • after the beginning of the event;
    • after validation of tickets;
    • after printing the tickets at the Organizer’s ticket office;
    • refund is not provided for in the rules of the Event.
  2. Kino.kz charges no service fee during ticket refund. The following Organizers charge service fee during ticket refund:
    • Kinopark / Kinoplexx network (if the Ticket(s) is returned more than one hour before the start of the Show - in the amount of 10% (ten percent) of cost of the Ticket(s), if the Ticket(s) is returned less than one hour before the start of the Show - in the amount of 20% (twenty percent) of cost of the Ticket(s))
  3. Partial ticket refund is not allowed.
  4. The ticket cannot be exchanged for another ticket.
  5. Customer’s money will be refunded to the same payment card from where the payment was effected within 3 (three) business days.
  6. If the Kino.kz website does not work correctly, claims for refunds will be accepted, if a screenshot/video of the error is provided.
  7. Taking into consideration procedures and rules of the Organizer, the Customer should start cinema ticket refund procedure at least 2 minutes prior to the time specified in clause 1 of this Policy.

Ticket refund procedure:

  • Check that your phone number is displayed in your profile (add your phone number, if required);
  • Enter My Tickets section;
  • Select the ticket you want to return;
  • Press Open Ticket button;
  • Under the open ticket, press Return Ticket button;
  • Read the refund policy carefully;
  • Check the "I agree" box under the timer;
  • Press the "Return ticket" button;
  • Wait for the results.

If the Kino.kz website does not work correctly, claims for refunds will be accepted, if a screenshot/video of the error is provided.

Customer Service: +7 705 927 80 09 (phone), +7 776 808 97 38 (WhatsApp).