FAQ's - Movie House

A web transaction has fully completed only when you see a successful confirmation message displayed on your device screen. This message will also contain a Booking Reference code or an ALT Reference code.

If your booking was successful then yes, a booking confirmation is sent to the email address that typed in during the sale. However, please be aware that booking emails can end up in junk or other mailbox folders so may not be visible in your main inbox. In addition, each day we do see a number of misspelt email addresses which is something outside or our control. Ultimately 99.9% of all emails will be sent and received within 10 - 20 seconds of a successful transaction message being displayed on your device. Only in the event of an unprecedented level of demand might a booking email take several minutes to be received.

If you cannot find your booking email, then you can get in touch with us using the contact form on the website or by telephone and we will re-send a copy of the email or correct the email address if an error was made when keying it in. If you made a note of your booking confirmation code or you saved the tickets to your Google or Apple Wallet then that will be all that is required when collecting your printed tickets and the email will not be required

In some circumstances it is possible that a booking attempt can fail. If it does you should see an error displayed that something has gone wrong and to try your purchase again. However your bank might have still received the authorisation request and placed a hold for that amount against your account. Your bank will then drop their authorisation hold and the failed transaction will be removed from your banking app in accordance with their procedures and timeframes and we have no influence over that. In most cases this happens the same or next day.

A large majority of the traditional high street banks will quickly reverse an authorisation amount usually by the very next day. This means that the pending transaction simply disappears from your app balance. However, we have seen increasing number of reports that some of the newer internet banking services such as Starling, Monzo and Revolut can take several days if not up to a week to action this. Please contact your bank directly to discuss that as it will be an issue for them to resolve.

Cinema and other event tickets that have a specific performance date are not subject to the same right to refund as other goods or services. To complete your booking, you will have agreed to our terms and conditions of sale which includes a specific no-refund policy.

Our terms and conditions are available to read and must be accepted prior to all bookings being confirmed. They are also available at any time by clicking on the link at the bottom of every page at https://movie-house.us/terms