Is a refund or exchange available for my booking?

Ensure you are familiar with Moonlight Cinema’s Terms of Sale and how it may affect your booking.   

Depending on your individual circumstance, you may have different options available to you in terms of your requesting a change to your booking. See below for different scenarios and how we might be able to assist in these instances.  

1. Booked online for the wrong cinema venue?

It is not possible to exchange your tickets in this scenario. Please check our article HERE for more information on how we can assist in this instance. 

2. I wish to swap my booking for a different session. My original booking is more than 24 hours away

Eligible online booking holders can access our online self-serve swap tool through their online booking confirmation email. Online booking holders can access a maximum of 1 change to their booking, and this change must be confirmed +24 hours before the original session is due to begin. Customers are only entitled to exchange their tickets into sessions that appear on the self-serve swap portal. If your preference is not appearing to swap into, that means you are not eligible to exchange to that option. To access the self-serve swap portal for your online booking, ensure you are logged into your Cinebuzz account, go to your online booking confirmation, and you will see the option to ‘Change Session’. Select this and proceed to select a new session. Please check our article HERE for more information on if your booking may be eligible to swap, and for further instructions on how to swap your online booking.

3. I wish to swap my booking for a different session. My original booking is less than 24 hours away, or has already commenced

It is no longer possible to exchange your tickets in this scenario. Please check our article HERE for more information.

4. Purchased tickets on-site and wish to refund or exchange?

In this instance, it is not possible to exchange your tickets through any online source, as you hold a copy of the original and physical tickets. You will need to head to your booked venue for assistance prior to the booked session time on your physical ticket stub.  

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If you cannot see your scenario above and require assistance, please contact us HERE. Ensure you do contact us at least 24 hours prior to your booked session start time so we can best assist. Contacting us within 24 hours of your booked session start time, limits your options for assistance. Again, ensure you are familiar with Moonlight Cinema’s Terms of Sale and how it may affect your booking.