Digital Wallet

Terms & Conditions

Effective date: these Terms apply to all use of the Digital Wallet feature on the Renaissance Cinemas website and related services.

These Digital Wallet Terms & Conditions (“Terms”) govern the Renaissance Cinemas Digital Wallet (the “Wallet”), a non-cash credit facility operated by Renaissance Cinemas (“Company”, “we”, “us”, or “our”). The Wallet allows eligible customers, under the conditions set out below, to cancel certain confirmed bookings and receive a credit in the Wallet instead of a monetary refund to a card, bank account, or cash.

By using the Wallet, requesting a self-cancellation that results in a Wallet credit, or otherwise accessing Wallet-related features on your account, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Wallet or request Wallet-based cancellation.

1. Definitions

• “Wallet” means the customer Digital Wallet balance recorded against a verified mobile phone number and associated opaque wallet identifier.
• “Credit” means an amount added to the Wallet (including from an eligible booking cancellation), subject to expiry and these Terms.
• “Available Balance” means the portion of Credits that has not expired and has not already been used, calculated in accordance with our ledger and expiry rules.
• “Eligible Booking” means a confirmed upcoming booking that meets all eligibility, ownership, payment-method, and timing conditions in these Terms.

2. Eligibility and account requirements

• You must be logged in to a Renaissance Cinemas customer account with a verified mobile phone number. Unverified accounts are not entitled to Wallet balance display, self-cancellation to Wallet, or Wallet Credits.
• You may request cancellation of an Eligible Booking only if (a) the booking is linked to your account (user ownership), or (b) the booking’s customer phone number matches your verified mobile number (digit-normalized comparison).
• A guest booking may be linked to your account from My Bookings before the applicable cutoff. Linking does not by itself create a refund; cancellation remains subject to all other conditions in these Terms.
• We may refuse, reverse, or withhold a Wallet Credit where we reasonably believe there is fraud, abuse, error, duplicate claim, ineligible payment method, or a breach of these Terms or our general Terms of Service.

3. Cancellation conditions

• Self-cancellation is permitted only while the current time is earlier than the show start time minus 1 hour(s). After that cutoff, the booking is not eligible for Wallet cancellation through the website.
• Only confirmed upcoming bookings are eligible. Past shows, already cancelled bookings, and non-confirmed bookings are excluded.
• Only bookings paid using payment methods expressly designated by the Company as eligible for Wallet self-refund may be cancelled into the Wallet. Bookings paid by other methods are not entitled to Wallet credit under these Terms.
• Each booking may give rise to at most one Wallet cancel-refund Credit for the same order number. Duplicate or repeated claims will be rejected.
• Cancellation, once successfully processed, is final and cannot be reversed through the website. Seats and related booking rights are released in accordance with our systems.

4. Nature of the Wallet refund (no card or cash refund)

IMPORTANT: A successful self-cancellation under these Terms results solely in a Credit to your Digital Wallet. It does not constitute, and you are not entitled to, a refund to your bank card, original payment instrument, bank account, or cash.

• The Credit amount is based on the booking total recorded on the booking immediately before cancellation, as determined by our systems.
• No portion of the cancelled booking amount will be returned to the card or payment method originally used, except where required by mandatory applicable law (if any) independent of these Wallet Terms.
• Offers, promotional discounts, and complimentary or specially priced tickets are not subject to refund to the Wallet, card, bank account, or cash. Where a booking includes an offer or promotion, any non-refundable promotional value is excluded from Wallet Credit as determined by our systems and these Terms.
• Wallet Credits are not legal tender, are not a bank deposit, and do not earn interest.
• Wallet Credits have no cash surrender value and may not be redeemed for cash, cheque, bank transfer, or any monetary payout.
• By confirming cancellation, you expressly accept Wallet Credit in full and final settlement of any claim relating to that booking’s price under the self-cancel programme, subject only to mandatory law.
• Administrative adjustments (for example staff deposits or withdrawals performed in our internal tools) are recorded in the Wallet ledger and remain subject to the same Available Balance and expiry rules unless we state otherwise in writing.

5. Expiry of Credits

• Each Credit expires 3 months after the date and time it is added to the Wallet, unless a different period is stated by the Company in writing for a specific promotion.
• Only the Available Balance (unexpired and unused Credits) may be applied toward future eligible purchases when Wallet checkout is enabled.
• Upon expiry, unused Credit is forfeited automatically. Expired Credit is not restored, extended, or paid out as cash, except where mandatory law requires otherwise.
• Where multiple Credits exist, usage is applied in accordance with our ledger rules (including first-in / unexpired-lot allocation). Your account Wallet view shows Available, Used, and Expired amounts for transparency.

6. Use of Available Balance

• Available Balance is intended solely for purchasing movie tickets (and such other products or services as the Company may expressly enable) on Renaissance Cinemas online channels that support Wallet payment.
• Wallet balance is personal to the verified phone / Wallet identity. It may not be sold, assigned, transferred, pooled, or shared with another person.
• No Renaissance Cinemas employee, contractor, or representative is authorised to ask you for Wallet access, passwords, one-time codes (OTP), verification links, or any credentials related to your Wallet or account. Any such request should be treated as fraudulent and reported to support.
• Wallet Credits cannot be accepted or redeemed at cinema box offices or other in-theatre point-of-sale counters. Box-office staff have no ability to apply Wallet credit to walk-up or in-cinema purchases.
• We may decline Wallet payment where the Available Balance is insufficient, the Credit has expired, the feature is unavailable, or the transaction is otherwise ineligible.
• Until Wallet checkout is enabled for customers, Credits may accumulate from eligible cancellations and remain subject to expiry even if not yet spendable at checkout.

7. Limitations and disclaimers

• The Wallet is provided on an “as available” basis. We do not warrant uninterrupted access to account screens, cancellation, or ledger displays.
• To the fullest extent permitted by applicable law, the Company is not liable for indirect, incidental, or consequential losses arising from Wallet use, expiry of Credits, or inability to cancel after the cutoff.
• Nothing in these Terms excludes liability that cannot be excluded under mandatory Egyptian law.
• These Wallet Terms supplement our general Terms of Service, Privacy Policy, and Refunds & Exchanges policy. In case of conflict regarding Wallet self-cancellation and Credits, these Terms prevail for that subject matter.

8. Amendments

• The Company may amend these Terms at any time by publishing an updated version on this page. Continued use of the Wallet after publication constitutes acceptance of the updated Terms.
• The version displayed on this page at the time you request a cancellation or use Available Balance is the version that applies to that action.

9. Governing law

These Terms are governed by the laws of the Arab Republic of Egypt. Any dispute arising out of or relating to the Wallet shall be subject to the competent courts of Egypt, without prejudice to mandatory consumer protections (if any) that apply.