Ticket refund policy:

1. Tickets are non-refundable:
   • At least 48 hours before the Event;
   • At least 15 minutes before beginning of movie at Kinoforum 10 (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 1 (one) hour before beginning of movie at Illuzion Maxima cinema;
   • At least 30 minutes before beginning of movie at Cinema Alem;
   • At least 30 minutes before beginning of movie at Pixel Family Cinema;
   • At least 30 minutes before beginning of movie at Pixel Cinema;
   • At least 1 (one) hour before beginning of movie at Kinoman cinema;
   • At least 1 (one) hour before beginning of movie at Shagala Center cinema;
   • At least 2 (two) hours before beginning of show at ARTiSHOK theatre;
   • Tickets are non-refundable at Smart Cinema;
   • Tickets are non-refundable at Sun 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 24 (twenty four) hours before beginning of show at Independent theater «P2P»;
   • At least 30 minutes before beginning of movie at Aizhuldyz Cinema cinema;
   • At least 1 (one) hour before beginning of movie at Irtysh Cinema Dolby Atmos cinema;
   • Tickets for the "Orda in Astana" event are non-refundable and non-exchangeable;
   • 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. 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).