Buying and Refunding Tickets

Ticket refund policy:

Event Organizers/Cinemas have established the following Ticket refund rules for Tickets purchased by the Customer.

  1. Tickets are non-refundable:
    • At least 48 hours before the Event;
    • At least 15 minutes before beginning of movie at Kinoforum 15 (Forum Shopping Mall) cinema;
    • At least 30 minutes before beginning of movie at Eurasia Cinema7;
    • At least 30 minutes before beginning of movie at Lumiera Cinema (ЦУМ);
    • Tickets are non-refundable at Keruen Cinema (Talan Gallery);
    • At least 1 (one) hour before beginning of movie at Arsenal 3D (Atyrau) cinema;
    • At least 1 (one) hour before beginning of movie at Aru Cinema;
    • At least 30 minutes before beginning of movie at Arman Asia Park (Astana) cinema;
    • At least 1 (one) hour before beginning of movie at Galaxy Cinema;
    • At least 1 (one) hour before beginning of movie at Festival Cinema Dolby Atmos 3D;
    • At least 30 minutes before beginning of movie at Arman (Asia Park Shopping Mall) (Almaty) cinema;
    • At least 30 minutes before beginning of movie at Arman 3D (MART Shopping Mall) (Almaty) cinema;
    • At least 1 (one) hour before beginning of movie at Arman 3D (Almaty, Dostyk Ave.) cinema;
    • At least 30 minutes before beginning of movie at Cinema Alem;
    • Tickets are non-refundable at Smart Cinema;
    • Tickets are non-refundable at Kinoalem cinema;
    • Tickets are non-refundable at Esentay сinema (Satpayev);
    • At least 1 (one) hour before beginning of movie at Arsenal (Astana) cinema;
    • At least 30 minutes before beginning of movie at Dostar Cinema;
    • Tickets are non-refundable at Step Cinema;
    • At least 30 minutes before beginning of movie at Left Cinema (Kyzylorda) cinema;
    • At least 24 (twenty four) hours before beginning of show at Independent theater «P2P»;
    • At least 1 (one) hour before beginning of movie at Irtysh Cinema Dolby Atmos cinema;
    • At least 1 (one) hour before beginning of movie at Cinema Park (Aksay) cinema;
    • At least 1 (one) hour before beginning of movie at Korkem;
    • After beginning of movie/event;
    • After ticket validation (after ticket check at entrance);
    • After ticket printing at Organizer's ticket office;
    • If refund is not provided for by Event rules.
  2. Halyk Finservice LLP does not charge a service fee for ticket refund. The following organizers/cinemas charge a service fee for ticket refund in accordance with their internal rules:
    • 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 5 (five) business days.
  6. In case of incorrect functioning of the Kino.kz Kazakhstan cinema listings computer service (the System), technical failure, error, incorrectly displayed price, incorrectly specified location, etc., claims for ticket refund will be accepted upon provision of a screenshot/video recording of the error. Halyk Finservice LLP also reserves the right to cancel all actions of the Customer in the System, returning the parties to their original position, with a subsequent refund and cancellation of the Ticket.
  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;
  8. The Customer acknowledges and agrees that Halyk Finservice LLP is not the Event Organizer/cinema and is not responsible to the Customer for the refund/non-refund of Tickets. All claims should be directed to the Event Organizer/Cinema;
  9. Other terms and conditions for Ticket refunds are specified in the accession agreement posted on the Kino.kz website/application.

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).