FAQ VOX

COVID-19

In compliance with the General Commission for Audiovisual Media, and following our own comprehensive health and safety assessment, VOX Cinemas in Saudi Arabia has reopened. The health, wellbeing and safety of our employees and guests remains 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 customer.support@maf.co.ae.

We look forward to welcoming you back.

Is it safe to return to VOX Cinemas? 

Your health and wellbeing remain our number one priority. We would like to assure you that we are reopening in compliance with the Saudi Ministry of Health 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. 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 and will be operating at 50% capacity. 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 wellbeing of our employees and guests remains 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. The capacity in our auditoriums has been reduced to 50%. We have also reduced occupancy in other public areas such as restrooms and elevators.

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.

Will operating hours be the same?

Our operating hours will remain the same.

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? 

VOX Cinemas across Saudi Arabia are open to guests of all ages, in line with government guidelines.

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 sanitizing 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.

GENERAL INFORMATION

What are your ticket prices?

Ticket prices for all VOX experiences are as follows: 

Ticket Type

Riyadh Park

Red Sea Mall

Standard

SAR 50

SAR 50

Premium View

Not available

SAR 60

KIDS

SAR 50

SAR 50

Premium View

SAR 60

SAR 75

IMAX (Standard Seats)

SAR 60

SAR 75

IMAX (Premium View Seats)

Not available

SAR 85

GOLD

Not available

SAR 100

 3D glasses for all experiences can be purchased separately for 3.00 SAR from the ticket counters. 

A booking fee of 5.00 SAR will apply on all tickets booked online. 

What are the different types of movie ratings?

These are the details for each rating, as stated by the General Commission for Audiovisual Media:

VOX Cinemas will only open sessions for movies that have been censored.

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.
R18No persons under 18 years of age will be admitted. Valid ID will need to be presented in the cinema.
R15Admissions only for ages 15 and above. Valid ID will need to be presented in the cinema.
R12Admissions only for ages 12 and above. Valid ID will need to be presented in the cinema.
PG12Guests under the age of 12 must be accompanied by a guardian. Some material may not be suitable for children. 
PGParental guidance suggested. Some material may not be suitable for children.
GFor everyone aged 3 and above.

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 will not be permitted into the cinema. 3 years old and above will be required to pay for entry into the cinema. 

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.

Do your cinemas have separate screenings for families and single guests? 

  • Yes, we have screenings for families and single guests. 
  • Female-only sessions will screen R15 and R18 rated movies only. Children under the age of 15 are not allowed.
  • Please check your ticket type and the movie title carefully before proceeding to payment since all bookings are non-refundable and non-transferable. 

Can I bring children to GOLD?

Guests between 5-18 years can enter if accompanied by a guardian however guests under the age of 5 cannot be permitted into GOLD.

Can I see what subtitles are displaying on a movie?

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

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 are priced at 3.00 SAR each. All 3D glasses are re-usable. All tickets for the IMAX experience are exempt from this charge. 

Where do I collect my 3D glasses?

3D glasses can be collected from our staff at the ticket podiums or candy bar.


REFUNDS

Refund Policy 

VOX Cinemas account holders can request a credit refund on tickets and F&B purchases up to 90 minutes prior to the scheduled start time. The full amount (plus any associated booking fee) will be credited into your VOX wallet and can be used again on any online purchase at VOX Cinemas.

Cancellations or changes made to bookings less than 90 minutes prior to the scheduled start time are not eligible for refunds nor are tickets that have been collected or scanned. Unfortunately, VOX Cinemas is unable to refund tickets purchased as a “Guest” user online, at the kiosk, discounted tickets (bank or telco) or tickets with F&B purchases that have been activated via Prepare Now or QR code.

If you would like to exchange your online booking for a different session, please request a credit refund and purchase a new ticket using VOX credit.

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

  • Credit is valid for 90 days from date of deposit and can be viewed in My Account > WALLET
  • VOX credit can only be used online
  • 1 VOX credit = 1 SAR
  • 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 refund my tickets(s)?

Yes, VOX Cinemas account holders can request a refund in the form of VOX credit up to 90 minutes prior to the scheduled start time. After this time, refund requests will not be accepted. Offer tickets are non-refundable. 

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 90 minutes prior to the start time and use VOX credit to purchase a new ticket. 

What is VOX credit?

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 120 minutes before the movie start time, you will be issued a refund in the form of VOX credit. 1 VOX credit = 1 SAR

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

How long is my VOX credit valid?

VOX credit is valid for 3 months from the date of deposit to your Wallet. VOX credit will automatically expire after this time. 

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.

YOUR ACCOUNT

What are the benefits of creating a VOX Member account:

  • Credit refunds on bookings
  • Stored payment details
  • Quicker booking with saved contact details
  • Ticket, food and drinks offers

How do I reset my password?

Please reset your password by selecting the forgotten password link 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.

BOOKINGS

What forms of payment do you accept for online bookings?

We accept VISA and MasterCard for online bookings.

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.

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.

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 (eg a bank statement).