STAMP OF APPROVAL
We are extremely proud to have been issued with the Dubai Assured stamp having implemented all public health protocols for the prevention and management of COVID-19.
Dubai Assured is a collaboration between the Department of Tourism and Commerce Marketing, Department of Economic Development and Dubai Municipality and was issued to VOX Cinemas following an extensive health and safety verification process.
The stamp is a testament to our commitment to uphold the highest health and safety standards. Guests can rest assured that we are exceeding guidelines to ensure everyone can enjoy an exceptional experience with added peace of mind.
In compliance with government regulations, and following our own comprehensive health and safety assessment, VOX Cinemas in six emirates in the UAE have reopened. The health, well-being and safety of our employees and guests remain of paramount importance to us and we have taken all necessary precautions, to ensure it is now safe to reopen.
In these uncertain times, we appreciate that you may have concerns and we want to give you peace of mind by answering your most frequently asked questions.
If you have any additional questions or concerns please contact our customer care team by emailing firstname.lastname@example.org.
We look forward to welcoming you back.
Is it safe to return to VOX Cinemas?
Your health and well-being remains our number one priority. We would like to assure you that we are reopening in compliance with government guidelines and have taken all necessary precautions to ensure it is safe to reopen. During our temporary closure, we conducted enhanced cleaning and sterilisation of the premises and we have also implemented enhanced safety protocols, designed to ensure that our employees and guests have a comfortable experience with added peace of mind.
What health and safety measures have you taken to ensure it is safe to return?
In addition to our already stringent sanitisation standards, we have put in place enhanced measures to ensure the health and safety of our guests and employees. We are using fogging machines to disinfect large areas and our staff are cleaning and sanitizing surfaces frequently, paying particular attention to high touch points such as counters, POS and payment terminals.
In line with government regulations, it is now mandatory for guests to wear a face mask and employees are required to wear a face mask and gloves. We have also introduced new measures to ensure that physical distancing is maintained throughout the guest journey. You can read all about our safety protocols in detail here.
How are you ensuring the health and safety of your staff?
The health and well-being of our employees and guests remain our number one priority. We have put in place stringent measures to ensure our businesses are safe and we are conducting enhanced cleaning and sterilisation.
We are in regular communication with our employees to ensure they are aware of preventative measures and safety precautions. It is now mandatory for staff to wear a face mask and gloves, which we will be supplying. As an added precaution, we are also taking the temperature of staff when they arrive at work.
How are you enforcing physical distancing?
Guests are reminded to maintain respectful physical distancing at all times and we have implemented additional measures to ensure this is enforced such as installing instructional signage and deploying safe distancing ambassadors to guide guests on best physical distancing practices. Our cinema auditoriums are operating at government mandated capacity. The seating layout has been set up keeping the changing rules and your safety in mind.
Guests can also enjoy a queueless cinema experience by advance booking their tickets online and we provide a contactless collection service so guests can keep a safe distance from staff. To further minimise physical contact and exposure, we offer contactless payment options and guests will be asked to self-scan their tickets before entering the auditorium.
Do I need to wear a face mask and gloves?
In line with government regulations, it is now mandatory for guests to wear a face mask.
Are there any age restrictions?
Guests of all ages are permitted at VOX Cinemas in Dubai, Abu Dhabi, Fujairah, Al Ain, Ajman, Ras Al Khaimah, and Sharjah.
Is it safe to order food?
We have extensive measures in place to ensure the highest levels of food safety are maintained such as monitoring and recording the temperature to ensure it is safe for consumption. Staff are also following strict safety protocols which include sanitising workstations every 30 minutes and washing their hands at least every 20 minutes and before handling food. Guests can also pre-order their food online and we also provide a contactless collection service to minimise physical contact.
Can I eat at the cinema?
In line with government regulations, F&B is permitted within cinema auditoriums in fully sealed single use packaging. In line with the rules and practices of F&B dining areas, masks can be removed for the purpose of eating and drinking.
What are the different types of Movie Ratings?
These are the details for each rating, as stated by the Ministry of Information and Culture.
|18TC||The final rating of this movie is yet to be confirmed by the National Media Council. Until then it’s rated 18+. Please bear this in mind while booking your tickets as all transactions are non-refundable.|
|21+||No persons under 21 years of age will be admitted. Identification and proof of age will be required.|
|18+||No persons under 18 years of age will be admitted. Babies not allowed.|
|15+||No persons under 15 years of age will be admitted. Babies not allowed.|
|PG 15||Customer may be aged 15 years and under, but must be accompanied by someone 15 years old or older. Please note content may not be appropriate for 15 years and below, booking to be at the discretion of guardians and parents.|
|PG 13||Customer may be aged 13 years and under, but must be accompanied by someone 13 years old or older. Please note content may not be appropriate for 13 years and below, booking to be at the discretion of guardians and parents.|
|PG||Parental guidance suggested. Some material may not be suitable for children.|
|G||General Exhibition - open for all ages.|
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.
Will cinema staff ask for ID?
Yes, cinemas staff can 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.
What is the minimum age to pay for a ticket?
Children under 3 years old can enter the cinema for free. Please note: this does not entitle the child to a seat. 3D Glasses will need to be purchased as an extra.
Do your cinemas provide spaces for wheelchairs?
Our cinemas have allocated wheel chair seats in the screens. 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.
How long do movies typically stay in theaters?
That 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 cinema.
How much do 3D glasses cost?
3D glasses cost AED 3 each. Your 3D glasses can be re-used. Note: THEATRE and IMAX ticket price includes 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. THEATRE and IMAX Glasses will be provided at the cinema entry.
Can I book a cinema for a private event?
Yes, our cinemas can be booked for private screenings, conferences, staff outings or birthday parties.
Stored Payment Options
Log in as a VOX member to store you credit or debit cards to your VOX member account.
How do I redeem a bank offer?
Please log in as a VOX Member to redeem the available ticket offers. First select your session and then either login or sign up on the following login page. If you checkout as a guest, you will not be able to redeem the ticket offers.
Why do I need to login to access ticket offers?
We are making improvements to keep your bank card details secure.
Why can't I see my bank card in the available ticket offers drop down?
If your selected showtime has an available ticket offer, it will display in the available ticket offers drop down on the ticket offers step of the booking flow. If your card is not displaying, please check that you card is valid on the ticket offer pages.
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 page and we will investigate.
What are the benefits of creating a VOX Member account:
- Access to ticket offers
- Stored payment details
- Quicker booking with saved contact details
- Access to your upcoming and past booking history
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?
Please view your upcoming and past booking history by selecting Purchase History on the My Account page. This can also be accessed via the Settings section of the mobile apps.
Can I refund my ticket(s)?
Yes, VOX Cinemas account holders can request a refund in the form of VOX credit up to 30 minutes prior to the scheduled start time. After this time, refund requests will not be accepted. Offer tickets are non-refundable.
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?
Print your tickets at one of our cinema kiosks by entering in your booking reference number.
How do I use my E-ticket?
Scan the code on your booking email at the ticket podiums before entering the cinema. Please note that your E-ticket contains all the tickets in the booking, and you should enter 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 receipt email?
Please email us through the contact us form. Provide your name and the first 6 and last four digits of your bank card. If you wish to visit the cinema, please provide proof of the purchase at our ticket counter (e.g. a bank statement).
Can I exchange my ticket?
Booked a ticket and can't make the session? Don't worry about it, we can swap your booked session time for another movie and time in the same cinema and way to watch. Visit our ticket counter on the day or contact us at least 24 hours prior to the session on our contact us form. Subject to availability of the preferred session time and movie.
How do I make group or private bookings?
Please email us at email@example.com with details of the cinema, size of group and event that you would like to organize.
Gift Vouchers Online Redemption
How do I redeem my gift voucher online?
Select the movie and showtime of your choice from our website/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%-off 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 nonrefundable 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.
Other Important Information:
• Online vouchers can only be redeemed for movie tickets. 3D glasses, food and drinks etc. are not included.
• Vouchers for THEATRE and GOLD packages cannot be redeemed online.
• Vouchers that include complementary 3D glasses cannot be redeemed online.
• Spoil passes i.e. complimentary tickets provided in lieu of a technical error at the cinema cannot be redeemed online.
• If a voucher gets upgraded or downgraded to an experience different from the one for which it was issued, it cannot be redeemed online.
• Online vouchers can only be redeemed for movie tickets at VOX Cinemas in the UAE. Voucher redemption for other regions will be introduced shortly.
• Rewards points are not awarded for tickets purchased with a gift voucher.
VOX credit is our version of a credit note. We do not issue cash refunds, but if you change your mind about a purchase made online up to 30minutes before the movie start time, you will be issued a refund in the form of VOX credit. 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 credit can be used on any future purchased at uae.voxcinemas.com and is automatically applied at checkout. VOX credit cannot be exchanged for cash.
NOTE: Refunds cannot be made on guest bookings and bookings that have used a promotion, bank or teclo offer.
Cancellations or booking changes are not possible in the following cases:
- Movie schedule time starts in less than 30 min
- Tickets have been collected at the kiosk or scanned
- Discounted tickets from bank or telco 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 date of deposit and can be viewed in My Account > WALLET. After 3 months, 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 tickets(s)?
If you would like to exchange your ticket for a different seat or session, please request to refund at least 30 minutes prior to the start time and use VOX credit to purchase a new ticket.
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 VOX Credit if you want to save it for later. However, it must be used within 3 months.
What if I do not have a registered VOX account?
You can swap your ticket for another session. This is limited to the same type of ticket. Please contact our support team or visit the cinema to support with this. Please request this at least 30 minutes before showtime.
ORDERING FOOD & DRINKS ONLINE
Is the online food and drinks menu same as the one served at the Candy Bar in the cinema?
Yes, both menus are the same however you’ll find more items on offer at the Candy Bar. We do plan on increasing the number of items available on the online food and drinks menu in the next few months.
Can I collect my order from another cinema?
Your online order can only be collected from the cinema that you had selected on the website/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 the order has been activated i.e. the QR code is scanned at the kiosk or the Candy Bar in City Centre Deira.
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 telco 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 redeem my free Rewards popcorn online?
Your free Rewards popcorn can only be redeemed at the Candy Bar in the cinema at the moment, but you will be able to redeem it online in within the next few months.
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/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 member of staff 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.