Refund Policy

CARIBBEAN CINEMAS REFUND, VOUCHER AND ACCOUNT CREDIT POLICY

1. GENERAL INFORMATION

The service of purchasing cinema tickets valid for Caribbean Cinemas of Puerto Rico and Territories (Aruba, Antigua, Curacao, Guyana, St Croix, St Kitts, St. Lucia, St Maarten, St Thomas, Panama & Trinidad), is a service of the company CINEMAS MANAGEMENT (hereinafter Caribbean Cinemas), which has its address at 1512 Ave. Fernández Juncos, San Juan PR 00909.

This document establishes the procedure for refunds, vouchers and credit to Caribbean Cinemas user account for online purchases of movie tickets/food and the cases in which it is applicable.

2. VOUCHERS AND ACCOUNT CREDIT PROCEDURE

As per Caribbean Cinemas' purchasing policy, all sales are final. Once the User (person who purchased one or more movie tickets) makes the purchase of one or more movie tickets and/or food and receives the corresponding purchase confirmation, Caribbean vouchers and/or credits may not be granted, except in exceptional cases. If so, service charges are non-refundable. Caribbean Cinemas reserves the right to evaluate any claim based on the justification provided by the customer.

The Voucher/Credit will be made only and exclusively as long as the terms and conditions detailed below are met:

The User must call 787-999-3292 or write an email to customerservice@caribbeancinemas.com describing the situation, for which Caribbean Cinemas will respond within a period of no more than 15 business days.

General conditions and validation.

Send an email to the address customerservice@caribbeancinemas.com with the following information and/or documents: indicate your full name, email, purchase code, selected cinema, amount of the purchase (attach the photograph or receipt image, which must be shown in a complete and legible way), explain the reason for the request. It is important that this claim is filed within the non-extendable period of 15 calendar days, counted from the date of the event and/or function that you could not attend. After the indicated period, Caribbean Cinemas is not responsible for the awarding of credit/voucher to your user account.

Caribbean Cinemas reserves the right to verify that claims for refunds, vouchers or credits are valid, correct and appropriate, as well as to review the authenticity of the cinema ticket and that it has not been redeemed.

3. PROCEDURE - REFUND

The purchasing policy dictates that every sale is final. Once the User (person who purchased movie tickets and/or food) makes the purchase of one or more movie tickets and/or food and receives the corresponding purchase confirmation, no refunds, voucher or credit can be made, except in exceptional cases. If so, service charges are non-refundable. The User must call 787-999-3292 or write an email to customerservice@caribbeancinemas.com describing the situation and Caribbean Cinemas will evaluate the claim.

The exceptional cases in which the refund of the purchase of movie ticket(s) will apply, will only be when a movie function cannot be exhibited due to force majeure, fortuitous event and/or by official disposition of competent authorities derived from situations beyond Caribbean Cinemas' control. The refund will be made only and exclusively in the following cases, as long as the terms and conditions detailed in each case are met:

a) When the cinema is forced to close due to natural disaster and/or by official order of the competent authorities.

When the cinema is forced to close due to natural disaster and/or by official order of the competent authorities, Caribbean Cinemas will proceed to make the automatic credit to your Caribbean Cinemas User account, in the absence of this, a refund will be processed automatically within the period of 15 business days after the closure of the cinema. In case of refund, it will be made automatically to the same means of payment used by the customer, that is, if the purchase was made through sales channels such as website, App, the cinema box office, automatic box office and/or kiosks, all of them official Caribbean Cinemas, the refund will be made to the bank card and/or the corresponding one, with which he made the purchase. In these cases, cash refunds cannot be made.

In the event that the customer has purchased their tickets through the cinema box office by making the payment in cash, the refund will be made in the same way by cash, for which the customer will have a non-extendable period of 15 calendar days to make their claim. This period will begin to run from the date on which the event and/or function could not take place and you must necessarily present the original of the receipt/ticket for admission to the cinema (which must be complete, legible, without erasures, scratches or breaks), as well as present a copy of your valid official identification.

The cash refund will be made exclusively at the theater where you purchased your tickets. After the indicated period, Caribbean Cinemas is not responsible for the refund.

Caribbean Cinemas will make the refund on the same day and/or within a period of no more than 15 business days after accepting the claim, as long as the customer complies with the requirements and documents specified correctly.

In the event that the cinema is closed, the customer must go for a refund at the time the cinema reopens, presenting the corresponding documents.

If the customer purchased their movie tickets using any benefit such as promotional coupons, discounts, etc., only the amount actually paid by the customer will be refunded. Service charges are non-refundable.

In case of having made the payment through CinemasClub points, Vouchers or Caribbean Cinemas User Credit, the refund will be made by these means indicated respectively, for which the customer must contact 787-999-3292 or write an email to the following address: customerservice@caribbeancinemas.com, with the following information and/or documents: indicate your full name, email, purchase code, selected cinema and explain the reason for the refund request. It is important that this claim is submitted within the non-extendable period of 15 calendar days to make your claim, counted from the date of the event and/or function that could not be carried out. After the indicated period, Caribbean Cinemas is not responsible for the refund, voucher or account credit.

Caribbean Cinemas will make the refund to the corresponding CinemasClub points balance, Credit or Vouchers, within 15 business days from the date on which the User makes his/her claim as long as he/she complies with the requirements and documents specified correctly.

b) When there is a change of schedule or cancellation in the screening of the film, which makes it impossible to provide another alternative service to the customer.

When the cinema finds it necessary to modify the schedule of the screening or cancel the screening, the automatic credit will be made to your Caribbean Cinemas User account, in the absence of this, a refund will be processed automatically within the period of 15 business days after the cancellation of the screening and the process established in the case indicated above in subsection a) will be followed.

If the User wishes to attend another function, he/she must make the corresponding purchase.

Situations not foreseen in this procedure will be resolved in a special way by Caribbean Cinemas, for which the User must write an email to the email address customerservice@caribbeancinemas.com describing the situation, for which Caribbean Cinemas will respond within a period of no more than 15 business days.

General conditions and validation.

Caribbean Cinemas reserves the right to verify that requests for claims for refunds and/or refunds are valid, correct and appropriate, as well as to review the authenticity of the voucher/ticket for admission to the cinema.

The User may see their refund, voucher and/or credit reflected in their Caribbean Cinemas user account or in the account statement of the card through which they made the payment, if it has been made through this channel.

The refund, credit or voucher will be made on the purchase of your tickets. If you have purchased food items, you must communicate it in your claim.

The User must provide his/her data correctly and completely and send the necessary information for the refund to proceed, in case of not sending the complete information and documentation and in time, it cannot be corrected, edited, and the refund will be inadmissible, and Caribbean Cinemas is released from any obligation.

The refund is non-transferable, non-exchangeable and non-negotiable.

Caribbean Cinemas reserves the right to initiate appropriate legal action in the event of any attempt at fraud or commission of any crime or misconduct by the User.

The personal data and/or sensitive information provided by the User will be treated in accordance with the Privacy Notice of Caribbean Cinemas.

Once the refund, credit and/or voucher has been made, the User grants in favor of Caribbean Cinemas and/or the affiliated or subsidiary company that made the payment, the most extensive receipt and settlement that is applicable by law, with respect to all the obligations derived from the ticket to the cinema purchased.

4. DOUBTS AND CLARIFICATIONS

Any question, clarification or complaint not established in these Terms and Conditions will be resolved by Caribbean Cinemas, please consult the email customerservice@caribbeancinemas.com or customer service telephone 787-999-3292 / 787-727-7137.

Caribbean Cinemas reserves the right to interpret, implement and make informed changes to this Policy to adapt it to new legal requirements and/or business needs.

Last updated: July 27, 2026.