Phoenix Cinema @ The Rex is committed to providing you with an enjoyable cinema experience. However, we understand that sometimes things don't go as planned. This Refund Policy outlines our policy regarding refunds for ticket purchases.

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General Policy

Generally, ticket purchases are non-refundable. Once a ticket has been purchased, we are unable to offer a refund, exchange, or credit unless one of the following circumstances applies:

• Cinema Cancellation: If a screening is cancelled by Phoenix Cinema @ The Rex due to unforeseen circumstances (e.g., technical issues, severe weather), you will be offered the choice of a full refund or an exchange for a ticket to an alternative screening of the same film (subject to availability).

• Significant Change to Screening: If there is a significant change to the advertised screening (e.g., change of film, significant change to the start time), you may be eligible for a refund if you notify us before the scheduled start time.

• Error on Our Part: If an error occurred during the booking process that was directly attributable to Phoenix Cinema @ The Rex (e.g., you were charged twice for the same tickets), we will gladly rectify the error and provide a refund for the incorrect charge.

 

How to Request a Refund (if eligible)

If you believe you are eligible for a refund under the circumstances outlined above, please contact us as soon as possible with your booking details and the reason for your request. You can contact us via:

• In Person: Speak to a staff member at the cinema during operating hours.

• Email: info@daylesfordcinema.org.au

Refund requests will be assessed on a case-by-case basis. We may require proof of purchase.

 

Exclusions

Please note that refunds will not be provided in the following circumstances:

• Change of Mind: If you simply change your mind about attending the screening.

• Late Arrival: If you arrive late and miss part or all of the film.

• No-Show: If you do not attend the screening.

• Incorrect Booking: If you made an error during the booking process (e.g., selected the wrong film, session time, or number of tickets) and did not notify us prior to the screening.

• Disruption Not Caused by Us: Issues arising from external factors beyond our control that do not lead to a cancellation or significant change by the cinema.

 

Processing Refunds

If your refund request is approved, we will process the refund using the original payment method. Please allow up to 10 business days for the refund to appear in your account.

 

Our Commitment

While we generally do not offer refunds, we are committed to ensuring your satisfaction. If you experience any issues during your visit, please speak to a staff member, and we will do our best to find a resolution.

 

Changes to this Refund Policy

We may update this Refund Policy from time to time. We will post any changes on this page.

 

Contact Us

If you have any questions about this Refund Policy, please contact us at:

Phoenix Cinema @ The Rex

47-53 Vincent Street Daylesford, Victoria 3460

info@daylesfordcinema.org.au