Complaints procedure and Returns policy for Cinema Benefits members.

Your Right To Complain

Every year we sell thousands of cinema vouchers and eCodes (“Tickets”) to our customers with no problems, however, every so often someone may not have had a 100% positive experience. Perhaps you had to wait longer than you thought for your tickets to arrive, or perhaps when you ordered we were out of stock of a particular ticket type and this wasn't communicated to you clearly. Unfortunately, these things happen. We know we are not perfect. But we aim to be. That is why we have a complaints procedure. Sometimes we can put things right; sometimes we can only explain ourselves and apologise. But we do want to learn from our mistakes and what you tell us helps to improve our service to you.

We will treat your complaint seriously and quickly and our aim is to leave you with a positive experience of using Cinema Benefits.

What Can I Do?

It is important that the team at Filmology know that you are unhappy and to give them the chance to put things right. Don't be afraid to speak to a member of our team directly – he or she might be able to sort out the problem straight away. Otherwise, move to the more formal process.

Making a Formal Complaint

There are several ways to make a complaint. You can put the information in a letter and send it to Filmology Complaints c/o Sodexo Motivation Solutions UK Ltd 1 Southampton Row, London, WC1B 5HA or you can email customerservices@cinemabenefits.com and type 'Complaint' in the subject header if you prefer. Your complaint will be investigated by a Team Manager under the direction of the Head of Operations.

We will aim to acknowledge your complaint within 2 working days and respond in full within 2 working weeks. However, if the issue is complicated, any delay will be explained and you will be kept informed of progress.

Returns Policy for Cinema Benefits

Once you've purchased “Tickets” from the Cinema Benefits website, if you then change your mind you are welcome to return the items ordered and receive a full refund, providing you let us know within 14 days of receiving your “Tickets” that you have changed your mind.

A cancellation charge will be applied for each “Ticket” refunded.

To return any items ordered, the items must be returned unused, in perfect condition and in the original packaging. To let us know you'd like to return your goods simply email us at customerservices@cinemabenefits.com  and enter “Returns" in the subject header.

Until you return the items to us, you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for packages lost or damaged during transit back to us. It is your responsibility to return them via a secure method of post and wrap items adequately to prevent damage.

We will only apply the refund to your card when the paper tickets or vouchers have been returned to us and they have been inspected.

If you have changed your mind when you have ordered eCodes, we will issue a refund providing the eCodes are unused. An electronic check of the eCodes will be carried out and the eCodes will then be disabled.

If you have purchased an order using a credit or debit card the refund will be applied to the same card, we will not be able to process your refund on a different card or by different methods. We will apply your refund within 7 days of inspecting the goods returned.

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