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you are unhappy with any aspect of your ticket booking or visit to one of our cinemas, please get in touch with our Customer Services team by email at [email protected] or call us on 0333 003 3444 from the UK, or 0818 304 204 if calling from the Republic of Ireland. We always welcome customer feedback, good or bad, and we aim to resolve customer issues amicably, so it is important that you let our Customer Services team know about your complaint and give us a reasonable opportunity to resolve it. If you are still not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. We will advise you of the name and contact details of the ADR provider at the end of our customer complaints process and whether or not we agree to take part in an ADR process. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution Portal http://ec.europa.eu/consumers/odr/.
Cineworld have a strict no hot food or alcohol policy, and we reserve the right to refuse customers entry into the screens with hot food or alcohol bought outside the premises. All our cinemas display the necessary signage, advising customers of this policy. As a food operator, we offer a wide range of drinks and snacks to satisfy our customers.
No, customers are not permitted to smoke on the premises of any Cineworld cinema. This includes any form of electronic cigarette or other artificial smoking devices. Cineworld reserves the right to require any person or customer found to be in contravention of this rule to leave the premises immediately without any entitlement to a refund.
Ads and trailers normally last between 20-30 minutes before the film begins. We recommend all customers arrive at the cinema 20 minutes ahead of the advertised start time to ensure they have the best possible experience. We also recommend you are promptly seated at the advertised start time to ensure you do not miss the beginning of the film, should adverts be unexpectedly shorter.