Refunds & Exchanges

This page collects the warnings shown during booking on the Renaissance Cinemas website. The general rule is that a confirmed booking cannot be refunded to a card or in cash, and cannot be exchanged for another show, cinema, or seat. The only exception is an eligible cancellation credited to the Digital Wallet, under the conditions below.

Before you pay

• Check the movie, showtime, cinema name, and address before you pay. We cannot cancel or exchange tickets because the branch or showtime was wrong.
• If you already have a temporary booking with seats and you start a booking for a different show, the earlier temporary booking is removed.
• The timer on the seat map is the time left to finish the booking. When it ends, an unconfirmed booking is released.

No card refund and no exchange

• The amount is not returned to a bank card, mobile wallet, Fawry, or cash.
• The movie, showtime, cinema, and seat numbers cannot be changed after confirmation.
• Offers, promotional discounts, and complimentary or specially priced tickets are not refundable.

Cancellation into the Digital Wallet

A signed-in customer with a verified mobile number may cancel a confirmed booking before the show starts. The amount is added to that customer’s Digital Wallet only.

• Cancellation is available until 1 hour(s) before the show starts. After that time it is not offered.
• The booking must be confirmed and upcoming, and paid with an online method that is allowed for a wallet refund.
• Each order number can be credited to the wallet once. A cancellation cannot be undone.
• The credit is the booking total recorded before cancellation, and it includes the online booking fees. Concession products bought with the order are not part of that amount.
• The credit expires 3 months after it is added. Expired credit is not paid out in cash and is not returned to a card.
• The balance is personal. It cannot be transferred, withdrawn as cash, or used at the cinema box office. It can be used to book tickets on the website.
• If part of the order was paid from the Digital Wallet and the rest by card or mobile wallet, an eligible cancellation credits the booking total to the Digital Wallet, not back to the card.

Full Digital Wallet terms

Cinema and show warnings

• Down Town cinema, Cairo: entry to the auditorium is by order of arrival, not by the seat number on the ticket.
• A show marked as dubbed in Arabic is not presented in 3D, and 3D glasses are not used.
• For a 3D film, the listed price does not include 3D glasses.
• Children under the age of 4 are not permitted in the auditorium.
• Food and drinks from outside the cinema are not allowed.
• The age rating on the film is enforced: 8+, 12+, 16+, 18+, or 21+. Anyone under that rating is not admitted to that show.

Payment methods

• Orange Cash, We Pay, and Etisalat Cash may be unable to complete a booking. If that warning is shown at checkout, do not pay with those wallets, or the amount may be taken without a completed booking.
• Fawry cash must be paid within the time shown on screen, using the reference number at Fawry Pay or in the Fawry app. The booking is not confirmed until that payment is completed.

Gift vouchers and free invitations

• A voucher cannot be cashed, split, combined with another offer, or sold.
• A free invitation is redeemed only at the box office of the same cinema, and only on the original booking day.