Refund Policy

1. General Provisions

1.1. This Policy regulates the conditions for refunds for tickets purchased through the NeoScala website or other sales channels.

1.2. The Policy is an integral part of the Public Offer.

2. General Conditions for Refunds

2.1. Refunds are made exclusively for tickets that have not been used.

2.2. Refunds for tickets are only possible 2 hours before the start of the session for which the tickets were purchased.

2.3. To refund tickets purchased at the cinema box office, you must present the fiscal receipt of purchase and the ticket(s).

3. Method of Refund

3.1. Refunds are made in the same way that the payment was made.

3.2. If the payment was made through the WayForPay payment system, the refund is processed through the corresponding payment gateway by submitting a request by the customer through their personal account on the Cinema's website. In this case, 100% of the order amount is refunded, excluding a 2% payment gateway fee.

3.3. If the payment was made at the cinema box office, the refund is made exclusively through the cinema box office.

3.4. The refund period depends on the issuing bank of the payment card and can range from 1 to 30 banking days.

4. Cancellation or Change of Session

4.1. In case of cancellation or rescheduling of a session initiated by the cinema, the User has the right to:

- receive a full refund; or

- exchange the ticket for another session of equivalent value.

4.2. In case of partial viewing or interrupted session, the decision regarding compensation is made by the administration individually.

5. Air Alarm and Force Majeure

5.1. In case of an air alarm, the session may be stopped or rescheduled.

5.2. If the session cannot be continued, the User may be offered:

- a refund; or

- attending another session.

5.3. Force majeure circumstances (power outages, technical failures, military actions, other circumstances of irresistible force) are considered individually.

6. Cases When Refunds Are Not Made

Refunds are not made in cases of:

- late arrival for the session;

- no-show for the session;

- violation of cinema attendance rules;

- voluntary refusal after the session has started;

- used ticket (scanned QR code).

7. Procedure for Appeal

7.1. A request for a refund for tickets purchased through the cinema's website can be submitted through the personal account or customer support.

7.2. A request for a refund for tickets purchased at the cinema box office can only be submitted in person by the customer at the cinema box office.

7.3. The cinema has the right to request confirmation of purchase (ticket, fiscal receipt, transaction data).

8. Limitation of Liability

8.1. The cinema is not responsible for delays in refunds caused by banks or payment systems.

8.2. All disputed situations are resolved in accordance with the current legislation of Ukraine.

9. Final Provisions

9.1. The cinema reserves the right to change this Policy without prior notice.

9.2. The current version is always available on the NeoScala website.

Refund Policy

1. General Provisions

1.1. This Policy regulates the conditions for refunds for tickets purchased through the NeoScala website or other sales channels.

1.2. The Policy is an integral part of the Public Offer.

2. General Conditions for Refunds

2.1. Refunds are made exclusively for tickets that have not been used.

2.2. Refunds for tickets are only possible 2 hours before the start of the session for which the tickets were purchased.

2.3. To refund tickets purchased at the cinema box office, you must present the fiscal receipt of purchase and the ticket(s).

3. Method of Refund

3.1. Refunds are made in the same way that the payment was made.

3.3. If the payment was made at the cinema box office, the refund is made exclusively through the cinema box office.

3.4. The refund period depends on the issuing bank of the payment card and can range from 1 to 30 banking days.

4. Cancellation or Change of Session

4.1. In case of cancellation or rescheduling of a session initiated by the cinema, the User has the right to:

- receive a full refund; or

- exchange the ticket for another session of equivalent value.

4.2. In case of partial viewing or interrupted session, the decision regarding compensation is made by the administration individually.

5. Air Alarm and Force Majeure

5.1. In case of an air alarm, the session may be stopped or rescheduled.

5.2. If the session cannot be continued, the User may be offered:

- a refund; or

- attending another session.

5.3. Force majeure circumstances (power outages, technical failures, military actions, other circumstances of irresistible force) are considered individually.

6. Cases When Refunds Are Not Made

Refunds are not made in cases of:

- late arrival for the session;

- no-show for the session;

- violation of cinema attendance rules;

- voluntary refusal after the session has started;

- used ticket (scanned QR code).

7. Procedure for Appeal

7.1. A request for a refund for tickets purchased through the cinema's website can be submitted through the personal account or customer support.

7.2. A request for a refund for tickets purchased at the cinema box office can only be submitted in person by the customer at the cinema box office.

7.3. The cinema has the right to request confirmation of purchase (ticket, fiscal receipt, transaction data).

8. Limitation of Liability

8.1. The cinema is not responsible for delays in refunds caused by banks or payment systems.

8.2. All disputed situations are resolved in accordance with the current legislation of Ukraine.

9. Final Provisions

9.1. The cinema reserves the right to change this Policy without prior notice.

9.2. The current version is always available on the NeoScala website.