Refunds are available in certain limited circumstances described below and at the sole discretion of the Nyali Cinemax management.
Refunds at the box office (in-person) will only be issued up to 30 minutes before the start of the movie showtime (applies for online tickets as well). For online ticket refunds not at the box office (not in-person), the customer should call the cinema on the listed phone numbers, +254 786 470 007/8; up to 30 minutes before the scheduled movie showtime to request a refund. Refunds after printed showtime will be permitted in exceptional circumstances and at the sole discretion of the manager on duty. Refunds of online ticket purchases will be refunded via the payment provider used and will not be paid out in cash.
The customer should ensure all details of the booking are correct before confirming the purchase of their tickets. Nyali Cinemax does not accept any responsibility for bookings that are incorrect due to errors on the part of the customer (for example incorrect time, date, number of tickets, seats, censor rating etc.). Exchange of tickets can be facilitated if an incorrect ticket type has been purchased. In such cases, the manager on duty will ensure that the correct tickets are issued and the correct payment is received.
In the case of a screening cancellation or evacuation which arose as a result of a situation beyond the cinema’s control, customers will be issued with a refund. Customers must present their original tickets to avail of a refund. Nyali Cinemax will not be liable to reimburse the customer for any expenses or other losses incurred.