FAQs


    1. Entry Guidelines

    a. Movie Ratings

    These are the details for each rating, as stated by the Ministry of Information and Culture.

    Please note that it is against the law for underage people to enter Restricted Movies, even with their parents. You may be asked for identification to prove your age.

    18TCThe final rating of this movie is pending approval by the National Media Council. In the meantime, it is provisionally rated 18+. Please consider this before booking, as tickets are non-refundable.
    21+No persons under 21 years of age will be admitted. Identification and proof of age will be required. Infants or babies are not allowed.
    18+No persons under 18 years of age will be admitted. Identification and proof of age will be required. Infants or babies are not allowed. 
    15+No persons under 15 years of age will be admitted. Identification and proof of age will be required. Infants or babies are not allowed. 
    PG 15Guests aged 15 and under may attend but must be accompanied by someone aged 15 or older. Please note that the content may not be suitable for guests aged 15 and below. Ticket purchases should be made at the discretion of parents or guardians.
    PG 13Guests aged 13 and under may attend but must be accompanied by someone aged 13 or older. Please note that the content may not be suitable for guests aged 13 and below. Ticket purchases should be made at the discretion of parents or guardians.
    PGParental guidance advised. Some material may not be suitable for children.
    GGeneral Exhibition - open for all ages.

    b. Cinema Entry Restrictions

    Most VOX Cinemas experiences are open to all age groups; however, certain cinema screens may be subject to specific entry requirements based on the film ratings.

    MOONLIGHT, GOLD and THEATRE Cinemas

    • Guests aged between five and 18 years old are allowed entry as per the movie restriction but must be accompanied by a guardian or parent. Children under 5 years of age are not permitted.

    4DX

    • Children aged 7 and under must be accompanied by a parent or guardian at all times.
    • Children under 100 cm or 1 meter in height are not permitted due to safety reasons.
    • 4DX is not recommended for guests who are pregnant, elderly, injured, or have heart conditions, back or spinal conditions, motion sickness, epilepsy or other medical sensitivities.

    2. VOX Credit Refund

    Refund Policy

    VOX credit is our version of a credit note. We do not issue cash refunds; however, if you change your mind about an online purchase, you may request a refund up to 30 minutes before the movie starts. Once approved, the refund will be issued in the form of VOX credits. 

    1 VOX credit = 1 AED. 

    The full amount (plus any associated booking fee) will be credited into your VOX wallet and can be used for future online purchase at VOX Cinemas. 

    VOX credits can be used on any future purchases at uae.voxcinemas.com and is automatically applied at checkout. VOX credits cannot be exchanged for cash. 

    NOTE: Refunds are not applicable on bookings made as Guest (without logging in to your VOX account) and bookings that have used a promotion, bank or telco offer.

    Cancellations or booking modifications are not permitted in the following cases:

    - Movie starts in less than 30 minutes

    - Tickets have been collected at the kiosk or scanned 

    - Discounted tickets from bank or telecommunication offers 

    - Tickets with F&B purchases that have been activated via Prepare Now or QR Code 

    - Tickets can’t be refunded or exchanged at the kiosk

    How to Request a Refund 

    To request a refund, go to “My Account”, view “Past Purchases” and click "Manage Booking". If your purchase is eligible for a refund, a "Refund Booking" button will be visible. Please allow up to 30 minutes for the refund amount to be credited to your VOX Wallet. 

    VOX Credit Terms & Conditions

    • This feature is only available for bookings made from registered accounts
    • Credit is valid for 90 days from the date of deposit and can be viewed in My Account > WALLET. After 90 days, the credit will automatically expire.
    • VOX credit can only be used online
    • 1 VOX credit = 1 AED
    • VOX credit cannot be exchanged for cash 
    • At checkout, any available VOX credit will be applied to your order automatically
    • VOX credit can be used on both tickets and F&B 

    Can I exchange my ticket? 

    You can request a refund by contacting our Call Centre hotline at least 30 minutes before your scheduled session. Registered users will also have the option to receive their refund in the form of VOX credits. Simply log in to your account to explore this feature. For more details, visit voxcinemas.com.

    Terms and Conditions:

    • Tickets purchased with any bank offers are non-refundable and non-transferable.
    • This option is not valid in conjunction with any special promotions or offers at VOX Cinemas.
    • Exchange is valid on online ticket purchases made through the VOX Cinemas website and app only.
    • Subject to approval.

    Where can I see my VOX credit and activity?

    You can view your VOX credit and activity on the “Wallet” section, which can be found in "My Account" on the VOX Cinemas website or app. 

    Why can't I see my VOX credit at checkout?

    To view your VOX credit, you must be logged into your account. If you are logged in, any balance from your VOX credit will be automatically applied to your basket total at checkout. You will also have the option not to use your 

    3. Cinema Experiences

    We offer a wide range of cinema experiences designed to suit every mood, occasion, and audience — from luxury and immersive formats to family-friendly and premium options.

    Explore all our cinema experiences here: https://uae.voxcinemas.com/ways-to-watch/summary

    4. General Information

    Will cinema staff ask for ID?

    Yes, cinema staff may ask for photo identification as proof of age. You will be refused entry to the movie if you cannot provide an identification document to verify your age.

    Can children aged 2 years and under enter the cinema for free?

    Yes, children aged 2 years and below can enter the cinema for free. However, this does not entitle the child to a separate seat. 3D Glasses may be purchased separately, if required.

    Does your cinema provide spaces for wheelchairs?

    Our cinemas have allocated wheelchair areas . To learn more, please purchase a ticket at the ticket counter.

    Can I see what subtitles are displaying on a movie?

    Yes, the subtitles are listed on the movie information pages.

    Do you screen movies in languages other than English?

    Yes, we offer movies in Hindi, Arabic, Malayalam, Tamil, Telugu and many more languages.

    Where can I find information on upcoming movies?

    All the information about the upcoming movies can be found on the Coming Soon page. Please note that if a movie isn’t listed here, it means the release date of that film hasn’t been confirmed. We add more movies once the dates are confirmed, keep checking to see what movies are coming out.

    How long do movies typically stay in cinemas?

    The theatrical window varies for every movie and depends on how it performs at the box office. The movie can last anywhere from 2 weeks to 4 months. Keep checking our website every week to know if the movie is playing in our cinemas. 

    Can I bring food from outside into the cinemas?

    Food and beverages purchased outside the cinema are not permitted inside the premises.

    How much do 3D glasses cost?

    3D glasses cost AED 3 each. Your 3D glasses can be re-used. Note: THEATRE and IMAX ticket prices include 3D Glasses.

    Where do I collect my 3D glasses?

    3D glasses can be collected from our staff at the ticket podiums or at the Candy Bar. For THEATRE and IMAX ticketholders, 3D glasses will be provided at the cinema entry.

    How do I save my payment options?

    Log in as a VOX member to store you credit or debit cards to your VOX member account.  

    What is are Operating hours?

    Our operating hours may vary depending on the location. For the most accurate information, we recommend checking the first movie session listed for your selected location on the VOX Cinemas website or app. The venue typically opens shortly before the first scheduled showtime of the day.

    5. Private Booking

    Can I book a cinema for a private event?

    Yes, our cinemas can be booked for private screenings, conferences, staff outings or birthday parties.

    For more information on group and corporate bookings, click here For more information on birthday party bookings, click here.

    How do I make group or private bookings?

    Please email us at events@maf.ae with details of the cinema, number of guests, and the type of event that you would like to organise.

    6. Bank Offers

    How do I redeem a bank offer?

    Banks offers are exclusively available to VOX members. To redeem a bank offer, select a movie session and log into or create your VOX account. Please note that bank offers are not available for bookings made as a Guest.

    Why do I need to login to access ticket offers?

    Logging in helps us enhance the security of your bank card details and provide you with a safer, more personalised experience.

    Why isn’t my bank card appearing in the list of available ticket offers?

    Ticket offers will appear in the drop-down menu during the ticket offers step if they’re applicable to your selected showtime. If your card isn’t listed, please ensure it’s eligible by checking the details on the ticket offers page

    What if my card number does not verify?

    Please check the guidelines of the ticket offer to confirm your card type is available under this offer. If your card type is listed, please send us an email through the contact us.

    7. VOX Account

    What are the benefits of creating a VOX account:

    • Access to ticket offers
    • Stored payment details
    • Quicker booking with saved contact details
    • Access to your upcoming and past bookings

    How do I reset my password?

    Please reset your password by selecting the forgotten password link found on the login page.

    How do I access my purchase history?

    To view your upcoming and past bookings, select Purchase History on the My Account page. This can also be accessed via the Settings section of the mobile apps.

    What forms of payment do you accept for online bookings?

    We accept Visa and MasterCard for online bookings.

    Can I print out my online tickets at the cinema?

    Yes, you can print your tickets at one of our cinema kiosks by entering your booking reference number.

    How do I use my E-ticket?

    Scan the code on your booking confirmation email at the ticket podiums before entering the cinema. Please note that your E-ticket contains all the tickets in the booking, so you should only enter the cinema when all your guests have arrived.

    How many tickets can I book online?

    You may purchase a maximum of 10 tickets per booking. You may complete as many bookings as you would like.

    What should I do if I don't receive my booking confirmation email?

    Please email us through the contact us form. Provide your name and the first six and last four digits of your bank card. If you wish to visit the cinema, please provide proof of purchase at our ticket counter (e.g. a bank statement).

    How do I make group or private bookings?

    Please email us at events@maf.ae with details of the cinema, size of group and event that you would like to organize.

    8. Vouchers

    How do I redeem my gift voucher online?

    Select the movie and showtime of your choice from the VOX Cinemas Website or app. At the ticket selection step, click Add a Voucher Code and you'll be asked for your voucher code. Enter the 16-digit alphanumeric code and click Apply Voucher to complete the process.

    You can redeem a maximum of 10 vouchers in a single transaction.

    Can I use a voucher along with a ticket offer or my Rewards points in a single transaction?

    You can use your voucher along with a ticket offer and/or Rewards points in a single transaction however only one promotion can be applied per ticket. For example: If you are checking out with two tickets, a voucher code can be applied to the first ticket and a 50% bank offer can be applied to the second one.

    You cannot apply more than one promotion to a single ticket.

    Can I exchange my voucher for cash?

    All vouchers are non-refundable and nontransferable.

    Can I use my voucher for more than one transaction?

    Once a voucher code has been redeemed online, it cannot be used again for another transaction.

    9. ORDERING FOOD & DRINKS ONLINE

    Is the online food and drinks menu same as the one served at the Candy Bar in the cinema?

    Online and in-store menus are the same, but there are special offers available in-store at the Candy Bar

    Can I collect my order from another cinema?

    Your online order can only be collected from the cinema that you had selected on the VOX Cinemas website or app while placing the order.                  

    Does my order start getting prepared once I have paid for it?

    No, we will not start preparing your order until it has been activated by scanning the QR code at the kiosk.

    Can I cancel my order if I’ve made a mistake?

    Yes, you can cancel your order and get a VOX credit only if:

    • your order has not been activated at the cinema kiosks or at the Candy Bar
    • your order was not bought with discounted tickets from bank and telecommunication offers

    Consult our VOX Credit and Refunds for more informations.

    Where can I find my QR code?

    The QR code for your food and drinks order can be found in the order confirmation email. You can also view the QR code in your order history if you were logged in as a VOX member while making the purchase.

    Can I make changes to my order after I’ve paid for it?

    Once you have paid for your order, it can no longer be amended. You can cancel your order and place a new one. To cancel your order and get a VOX credit refund, go to “My Account”, view “Past Purchases” and click "Manage Booking". If your purchase is eligible for a refund, a "Refund Booking" button will be visible. Please allow up to 30 minutes for the refund amount to be credited to your VOX Wallet. 

    Find out more on VOX credit refund here. 

    Can I add extra items to my existing order?

    It is not possible to add items to an order that you have already paid for. If you want to order additional items, you can place a new order online or at the Candy Bar or food kiosk in the cinema.

    What happens if my phone runs out of battery at the cinema?

    If your phone runs out of battery at the cinema and you cannot access your QR code, please present the credit/debit card used to pay for the order, at the Candy Bar. Our staff will give you an order number which can then be used to retrieve your food and drinks order from the kiosk or the hot food collection point.

    What happens if I cannot find my QR code? 

    If you cannot find your QR code, please provide the credit/debit card number used to make the purchase to our customer support team or a staff member at the Candy Bar. Our staff will give you an order number which can then be used to retrieve your food and drinks order from the kiosk or the hot food collection point.

    THEATRE Pods in IMAX

    What is the screen size at THEATRE Pods in IMAX?

    The THEATRE Pods in IMAX screen measures at 23 metres x 12.3 metres

    What is the sound format at THEATRE Pods in IMAX?

    THEATRE Pods in IMAX uses IMAX Immersive 12.1 Audio format

    What types of seats are available at THEATRE Pods in IMAX?

    THEATRE Pods in IMAX offers four types of seats: Regular seats, Premium seats, Preferred view, and THEATRE Pods.

    What F&B packages are available at THEATRE Pods in IMAX?

    THEATRE Pods in IMAX offers the same F&B packages offered at THEATRE. To view the menu, click here

    Are THEATRE Pods in IMAX accessible for People of Determination (POD)?

    Yes, access for PODs are available but limited to Regular seats located on the first row from the screen.

    For 3D movies, are 3D glasses available at THEATRE Pods in IMAX?

    Yes, dedicated IMAX 3D glasses will be provided at THEATRE Pods in IMAX and MAX. All 3D glasses must be returned at the end of the movie session.

    What is the cancellation policy at THEATRE Pods in IMAX?

    The same cancellation policy applies to THEATRE Pods in IMAX and other VOX Cinemas experiences. For more information, please visit the FAQs