Help - Multiplex Cinema | Kyiv, Kharkiv, Dnipro, Kherson and all over Ukraine

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Frequently asked questions

How cinemas work during an air raid.

How cinemas operate during a red-level air raid alert:

In case of a red-level air raid alert, the cinema halts screenings and announces the need for all visitors to move towards the nearest shelter.

If the air raid alert lasts less than 30 minutes, the screening will be resumed.

If the air raid alert lasts more than 30 minutes, the screening will be canceled.

If you purchased a ticket online, promo codes for your next visit to the cinema (for the same number and category of seats as in your order) will automatically be sent to the email address provided when placing the order.

Tickets purchased at the cinema box office can be exchanged immediately after the air raid alert ends or during the cinema's working hours within 14 days.

Special procedures during a yellow-level alert:

In the case of a yellow-level air raid alert, the cinema halts screenings and informs visitors of the location of the nearest shelter.

After the alert is lifted, the cinema resumes ongoing screenings.

Exceptions apply to cinemas located in shopping malls, which cease operations and stop serving visitors during air raid alerts, regardless of the alert level or the nature of the danger.

These cinemas follow the same procedures as those for red-level alerts.

Ticket refund policies:

Refunds are available for canceled screenings, including those canceled due to a red alert.

For screenings interrupted by yellow alerts and later resumed, refunds will be provided to guests who chose to leave the screening.
How cinemas operate during power outages

Unfortunately, currently, power outage schedules are unexpected for us, as well as for other consumers.

If there are sessions available on the website/app - the cinema has power.

If there are no sessions - the cinema is out of power.

You can check the power status in the cinema by following this link

You can exchange offline purchased tickets at the cinema box office immediately after the power is restored or within 14 days.

If you bought a ticket online, you will automatically receive promo codes for the next cinema visit (for the same number and category of seats that were in the order) to the email address provided during the purchase.

Why is the wardrobe not working?

Due to military actions on the territory of Ukraine, a large number of air raids are heard every day. When an air raid starts, all of our guests and employees immediately evacuate to a safe place. Since it's important to leave the building as quickly as possible during evacuation, visitors are evacuated without their outerwear. By keeping your outerwear in the hall, all of your belongings will remain with you during the evacuation, and you won't get cold while waiting for the air raid to end in a shelter.
Where can I leave my things?

In case lockers are available in the cinema: Our cinema has convenient lockers where you can leave your belongings and outerwear. Alternatively, you may leave your items in the hall. In case of an air alarm during the movie, you will have your outerwear with you immediately. In case lockers are not available in the cinema: Outerwear can be left in the hall. In case of an air alarm during the movie, you will have your outerwear with you immediately.
Where exactly in the hall can I put my things?

In the hall, you can hang your coat on the back of your chair or put your things on the neighboring chair if it's free.
Why do I have to sit in a movie theater with my upper clothing on?

This decision was made to ensure our guests don't freeze during evacuation due to an air alarm. If you don't want to take your belongings with you to the hall, you can leave them in the lockers.

How to return an online order?

Tickets purchased online can be returned if the movie has not started yet or if no more than 10 minutes have passed since its start. You can make the return yourself through your personal account on the website or in the application. Also, by sending a request through the refund form.

During a state of war, ticket funds are not refunded. When returning an order, you will be sent promo codes for the next cinema visit for the quantity and category of seats that were in the order.

The promo code will be sent to the email address that was specified during the order, immediately after the request for ticket return is processed.

The bar products, as before, are refunded to the same card with which the payment was made within three days (depending on your bank).

Tickets for charity screenings for 1 UAH are not subject to return.
How to return an order made at the cinema box office?

If you bought tickets at the box office, you can exchange them for new ones directly at the cinema box office. To do this, you need to have the tickets, receipt and a document that confirms your identity. During a state of war, the cost of purchased tickets is not refunded.
What are the terms of returning promo codes?

The promo code will be sent within 24 hours after returning the order. Look for them in the mailbox you provided during the order.
I did not receive funds for the return.

During the state of martial law, when you return, you receive a promo code for your next visit to the cinema. The promo code will be sent within 24 hours of your return order. Funds are non-refundable.
Is it possible to return a ticket for a charity session?

Tickets for charity sessions for 1 UAH are non-refundable!
Can the tickets be exchanged?

Exchange service is unavailable.
Can I book tickets?

Unfortunately, booking service is not available. Purchase your tickets online in advance and secure the best seats for yourself.

Age restrictions for watching a movie.

Age restrictions are set by the Ministry of Culture of Ukraine and are marked on the film with a rating of 0+(GA)/ 12+/ 16+/ 18+. Viewers who have not reached the appropriate age can attend a 16+ or 18+ session only accompanied by a parent or legal guardian of the child. Children under 14 years old must be on the cinema premises accompanied by an adult.
When will the schedule be available?

The schedule for the new cinema week (Thursday - Wednesday) becomes available on our website no later than Wednesday. The "Coming Soon" section of the website contains announcements of movies with their release dates. To not miss the start of ticket sales, we recommend subscribing to notifications on the movie page.
Showing trailers before the movie

All cinemas are required to show trailers for upcoming films. This is provided for in the terms of cooperation with official distributors, who are the official owners of the films in Ukraine. According to the rules of visiting the cinema, Multiplex may also place short commercial blocks before the session.
Movies in the original language

At Multiplex, you can watch movies and new releases in the original language with Ukrainian subtitles! Find the current schedule of screenings in the "Now in cinemas" section or at the https://multiplex.ua/promotion/38 link.
Will the movie be shown in my city?

If you didn't find the movie in the cinema schedule on the website or in the app, most likely its distribution hasn't been approved for showing in your city.

What is the technology of film screening?

The cinema display technology is a combination of projection, sound, technical equipment, and cinema hall parameters that provide the best viewing experience of films in the cinema.

Multiplex uses the most modern technologies with the maximum effect of presence, such as IMAX, IMAX Laser, Screen X.

Display technologies and formats are different concepts. In each technology and cinema hall, films can be shown in both 2D and 3D formats, depending on the format the film was shot in.
What types of halls are there?

Standard halls are equipped with Good seats. Also, in the last row of the cinema hall, there may be Super LUX seats with reclining chairs.

LUX is a hall with comfortable reclining chairs that provide an elevated viewing experience.

VIP (TRC Atmosfera) is a hall with comfortable two-seater sofas and service.

Chill out is a new format hall with poufs instead of chairs.

What are 3D glasses?

To watch a 3D movie, you need to either bring your own or purchase personal 3D glasses. They are sold online or at the cinema box office along with tickets. The glasses will remain with you, so they can be used for future visits. There are two sizes of personal 3D glasses: adult and child. Additionally, clips for glasses are also available for sale.
Where can I pick up glasses purchased online?

3D glasses can be collected at the cinema box office or Popcorn Market.
Do children need special 3D glasses?

So, you need to purchase special kids' 3D glasses. The current price is available at the cinema box office/online bar.
Do I need to buy glasses for Lazer and Imax technologies?

Yes, for watching movies in IMAX 3D and IMAX LAZER 3D, the cost of personal glasses is 60 UAH.

For watching movies in the Lazer 3D format, glasses are provided free of charge before the session.

What are the current promotions?

Promotions and discounts are constantly updated and may depend on your city. All promotions are available at https://multiplex.ua/promotions
Is there a discount for children?

Children under 6 years of age can enter the hall for free without providing a separate seat. Only one child can accompany one parent for free. For 3D format screenings, children need to purchase 3D glasses. The current price of the glasses can be found at the cinema ticket booth/online bar.
Are there any discounts for students, schoolchildren or retirees?

Yes, discounts of 20 UAH off the ticket price for seats in the GOOD sector are available at the cinema ticket offices with a valid document. These rates take effect after the first weekend of the film's release and cannot be combined with other promotions.
Is there a birthday discount?

Unfortunately, we currently do not have any additional discounts or bonuses for birthdays.
Concessionary tickets

Currently, preferential tickets can only be purchased at the cinema box office:

- free tickets for people with disabilities (with relevant documentation) are available only in cinemas with special seats.
- discounts of 20 UAH off the ticket price are available for seniors, students, and schoolchildren for post-premiere shows (with proper documentation).
- the "Single Ticket" option allows free admission for orphans and children without parental care (with the original "Single Ticket" document). Group visits to the cinema with the "Single Ticket" tariff are available by prior arrangement. For one film screening, no more than 4 people with a "Single Ticket" can enter at the same time, subject to availability. This tariff includes one person visiting "Good" seats no more than 8 times a month.

Can I book a cinema hall rental?

You can rent a cinema hall for private screenings, presentations, private parties, or colorful photo sessions. Additional information can be obtained from the manager of a specific cinema or by contacting the support service through the feedback form.
Is it possible to organize a group visit to the cinema?

A group trip can be organized by contacting us through the feedback form or directly at the cinema box office for sessions before 18:00 from Monday to Friday.
Discounts on group viewing

You can arrange a group visit at the cinema box office by leaving a request through the feedback form on the website or by contacting the cinema manager directly.

What to do if you forgot things at the cinema?

If you forgot something at the cinema - don't worry! Fill out the feedback form and we will help you find your lost item.
How to contact the cinema directly?

You cannot contact the cinema directly, but you can submit a request through the feedback form and a responsible manager will contact you.
Can I get a movie poster at the cinema?

Unfortunately, we cannot provide a poster as it contradicts the agreement with the film distributor.
Work at Multiplex

If you wish to join the Multiplex team, send your resume through the feedback form. All information about job openings at Multiplex can be found on the portals work.ua and rabota.ua
What to do if it's too cold or hot in the cinema?

You can contact a cinema staff member and report about this situation for its quick resolution. In addition, our staff can provide a warm blanket for comfortable viewing.*

*Please note that blankets are not available at the RC "Promin" in Lutsk.

I have a promo code, how can I use it?

To activate a promo code, you need to enter the code in the field "Have a promo code?" during the checkout process.
If it is a promo code for a bar, then it must be shown to the bartender or cashier to receive the corresponding product.
Gift certificates

You can purchase gift certificates for cinema and bar at the cinema box office. The expiration dates and rules for using certificates are specified in their description. Please note that tickets purchased with a certificate or subscription cannot be returned.
Subscriptions

If you purchase a subscription, you can use one code the number of times indicated in the subscription. Activate the code on the website or in the app for the chosen seats by entering it in the "Have a promo code?" field during checkout. Please note that it is impossible to return tickets purchased with a certificate or subscription.

Subscriptions for RC "Promin" in Lutsk can be purchased at the cinema box office. The subscription can be used directly at the cinema box office.

Official rules for visiting Multiplex cinema.

Rules and Terms of the MULTIPLEX Cinema Network

1. These rules are developed in accordance with the Civil Code of Ukraine, the Law of Ukraine "On Consumer Rights Protection," and regulate the relationship for the provision of film screening services in cinemas between Visitors (hereinafter referred to as "Visitors" or "Visitor") and LLC "Cinema Team," as the operator of the MULTIPLEX cinema network.
2. The contract between the Visitor and the Cinema is concluded as a public agreement by the Visitor joining it, who purchased a ticket for film viewing or completed Registration on the website or mobile application MULTIPLEX.ua.
3. By purchasing a ticket for a film viewing or completing Registration, the Visitor confirms they have read these Rules and agrees to comply with them.
4. The addresses of the Cinema Network theaters, the number of auditoriums in each Cinema, the number of seats, screening schedules, peculiarities of visiting cinemas during quarantine, emergencies, wartime, or temporary amendments to these rules, as well as other information about each Cinema in the network, are posted on the website multiplex.ua (hereinafter referred to as the "Website") and constitute an integral part of these Rules.

4.1. The working hours of each Cinema in the network are specified on the Website and may change at the administration's decision. During the period of martial law or other legal regimes, the working hours of cinemas may depend on restrictions imposed by state and local governments, shopping mall administrations, as well as military administrations of administrative-territorial units, including curfews.
5. The Cinema's ticket office, Popcorn Bar, and Cinemarket commence operations 20 minutes before the start of the first screening and conclude operations 30 minutes after the beginning of the last screening, in accordance with the Cinema's operating schedule.

6. TICKET SALES, EXCHANGE, AND REFUND
6.1. A Visitor's right to view a film in the MULTIPLEX Cinema Network is confirmed by a Ticket, which is a standardized document.
6.2. Tickets for film viewings in the Cinema are sold at the prices applicable in the respective MULTIPLEX Cinema location.
6.3. A ticket contains information about the movie title, date and time of the session, price, auditorium number, row, seat number, and a unique QR code.
6.4. Tickets are sold through the Cinema's ticket offices, online on the Website, and via the MULTIPLEX mobile application. Payment for tickets is made in local currency either in cash or by bank card using acquiring services selected by the Cinema. The Cinema is not liable for the process and results of payment operations conducted by banks or payment systems and holds no liability for calculation accuracy or non-fulfillment/improper fulfillment of payment directives by the Visitor.
6.5. A ticket purchase is considered completed upon its appearance in the Personal Account in the mobile application or Website. Tickets purchased through the Website are stored in the Visitor's Personal Account, sent to their e-mail address, or phone number provided during authorization or a one-time purchase. A ticket without a QR code is deemed invalid.
6.6. When selling a ticket for a film with age restrictions for the viewing audience, the cashier has the right to ask the Visitor to present a document confirming the age of the individual attending the restricted film. The Visitor is obliged to comply.
6.7. Ticket sales for a film stop 20 minutes after the start of the respective film session.
6.8. Ticket reservations are not available.
6.9. In cases of tardiness, failure to attend the Cinema, refusal to watch the film after its screening has started, or the Visitor's age mismatch with the established restrictions, tickets are non-refundable and cannot be exchanged. The Cinema is not obligated to compensate the Visitor for the ticket cost.
6.10. Cancellation of sessions, interruptions, or rescheduling due to circumstances beyond the Cinema's control ("air raids," terrorist threats, reports of bomb threats, missile strike warnings, power outages, fires, or other uncontrollable situations) fall under force majeure circumstances and are not considered a cancellation/interruption due to the Cinema's fault. In such cases, the Cinema is not obligated to refund money or exchange tickets for another session.

In such instances, the Cinema:
- Notifies Visitors of the danger or force majeure;
- Announces Cinema evacuation or Visitor evacuation in specific cases;
- May offer the Visitor to attend the selected film at a different time or date or to watch another film by issuing a promo code for the same number and category of seats as in the original order. The ticket-to-promo-code exchange is carried out upon the purchaser's request at the Cinema's ticket office. Promo codes cannot be exchanged further, and no refunds are issued for promo codes.

6.11. If no tickets have been sold by the session start time, the Cinema reserves the right to cancel the session and discontinue ticket sales for that specific session.
6.12. Due to delays in film releases by film studios, technical issues, poor-quality screenings by the Cinema, screenings of another film instead of the purchased session, or other Cinema-responsible causes, the session may be canceled or rescheduled to another day and time.

In this case, the Cinema:
- Informs the Visitor as soon as possible about the cancellation or schedule changes through contact details provided when purchasing the ticket or posts an update on the Website;
- Depending on circumstances, may offer the Visitor to attend the selected film at another time or date, watch a different film, or refund the ticket cost in cash. Ticket exchanges or refunds are carried out upon the ticket holder's request at the Cinema's ticket office as outlined in these Rules.

6.13. Refunds in cases outlined in these Rules are processed:
6.13.1. Upon the customer's request with presentation of the ticket, a fiscal receipt for ticket purchase, an ID, and submitting a claim to the cashier (no later than 10 minutes after the session's start, or within 14 days in the case of session cancellation by the Cinema).
6.13.2. By submitting an electronic refund request through the "Help" section on https://multiplex.ua/, within 14 days of the session's cancellation. A valid ticket, fiscal receipt, and ID must be uploaded for verification (no later than 10 minutes after session start or 14 days post cancellation).
6.14. Refunds for tickets—regardless of the Visitor's chosen payment method—are processed via bank transfer to the account details provided in the Visitor's claim within 30 calendar days of the claim submission.
6.15. Visitors, receiving promo codes as ticket replacements under these Rules, may use them within six months of issuance. Promo codes are valid for the same category and number of seats as the original ticket.
6.16. Visitors can exchange purchased tickets for another session of equal or lesser value at any time, but no later than 10 minutes after the session begins. For cash-purchased tickets, the physical receipt is necessary, and exchanges must occur at the issuing ticket office.
6.17. Visitors acknowledge the Cinema bears no liability for session cancellations or schedule changes.

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Offer Terms

Offer Provisions

PROPOSAL (OFFER) FOR THE CONCLUSION OF THE AGREEMENT ON THE PURCHASE AND SALE OF GOODS AND PROVISION OF SERVICES

Private Joint-Stock Company "MULTIPLEX-HOLDING", Limited Liability Company "CINEMA TEAM", and other entities operating under the MULTIPLEX trademark in cinemas in Cherkasy and Lutsk (hereinafter collectively referred to as "MULTIPLEX Network Participants", and each MULTIPLEX Network Participant directly selling Goods and/or providing Services to the Buyer for a specific Order, in the context of such Order referred to as "Cinema" or "Seller"), each acting on its own behalf and in its interest, offers (extends an offer) to conclude an agreement for the purchase and sale of Goods and provision of Services (hereinafter referred to as the "Agreement") under the terms and procedure specified below. The Agreement under this offer is deemed concluded by the Buyer with the Cinema (Seller) directly providing the selected Goods and/or Services.

Acting with the purpose of purchasing Goods and receiving Services, the Buyer accepts the terms of this proposal to conclude an agreement for the purchase and sale of goods and provision of services (hereinafter – Agreement) under the following terms.

General Provisions

1.1. The information provided below constitutes an official proposal (offer) from the Cinemas to any individual or legal entity (hereinafter referred to as the Buyer) to conclude an agreement for the purchase and sale of goods and provision of services. This agreement is public, meaning that according to Article 633 of the Civil Code of Ukraine, its terms are the same for all buyers.

1.2. The provisions of this proposal (offer) determine all essential conditions of the Agreement and are the same for all buyers.

1.3. In accordance with Article 642 of the Civil Code of Ukraine, the full and unconditional acceptance of the terms of this proposal (offer), confirming the conclusion of the Agreement for the purchase and sale of goods and provision of services under the terms offered below, is the act of placing and confirming the order.

1.4. By placing an Order, the Buyer confirms their agreement and unconditional acceptance of the terms of this proposal (offer).

1.5. By concluding the Agreement (i.e., accepting the terms of this Proposal (Offer) by placing an Order), the Buyer confirms the following:

a) The Buyer is fully informed and agrees with the terms of this proposal (offer);

b) While accepting (placing the order and making subsequent payment for the goods and/or services), the Buyer gives consent to the Cinemas for the collection, processing, storage, and usage of their personal data in the understanding of the Law of Ukraine "On Personal Data Protection". The Buyer grants permission for the collection, processing, storage, and use of their personal data under the terms defined by the Law of Ukraine "On Personal Data Protection". This permission for personal data processing is valid throughout the Agreement's duration and for an indefinite period thereafter. Furthermore, the Buyer confirms that they are informed (without additional notification) of the rights established by the Law of Ukraine "On Personal Data Protection", the purposes of data collection, and that their personal data is transferred to the Cinemas for the possibility of fulfilling the terms of this Agreement, facilitating settlements, and receiving invoices, acts, and other documents. The Buyer also agrees that the Cinemas have the right to provide access and transfer their personal data to third parties without any additional notifications, without altering the purpose of personal data processing. The Buyer acknowledges that the scope of their rights as the subject of personal data under the Law of Ukraine "On Personal Data Protection" is known and understood.

c) The Buyer is fully informed and agrees with the rules of the Cinema, specified at the link and undertakes to adhere to these rules.

Terms and Definitions

2.1. Cinemas – entities carrying out business activities at the Locations outlined in the "Details" section. Information about entities operating under the MULTIPLEX trademark in cinemas in Cherkasy and Lutsk is available in Consumer Corners.

2.2. Goods and services - the description defined by the Cinemas specifying the price, name, and assortment, available on the electronic service https://multiplex.ua.

2.3. Buyer – a capable individual ordering Goods and Services from the Cinemas using the Service https://multiplex.ua under the terms of this public proposal (offer).

2.4. Order – a Buyer’s request for the purchase of Goods and provision of Services addressed to the Cinemas, completed and provided via the software tools of the service https://multiplex.ua.

2.5. Service https://multiplex.ua – a collection of data accessible via web browser and software modules, unified under a single management system, located online at https://multiplex.ua.

2.6. Location of Cinemas’ business activity – "MULTIPLEX" cinemas, whose location is defined on the Service https://multiplex.ua online.

Subject of the Agreement on the Purchase and Sale of Goods and Provision of Services

3.1. The Cinemas undertake, under the terms and procedure defined in this proposal (offer) to conclude an agreement on the purchase and sale of goods and provision of services, to sell, transfer ownership of the Goods, and provide services based on the Buyer’s Order, while the Buyer undertakes to receive and pay for such Goods and/or Services according to the terms of the Agreement.

3.2. The Cinemas confirm that they have all the necessary permits for business activity, as required by the legislation regulating the legal relations arising and active in the process of fulfilling the Agreement. They also guarantee the right to sell goods and provide services without any restrictions according to the current legislation of Ukraine, and undertake responsibility for violations of the Buyer’s rights during the fulfillment of the Agreement and realization of goods and provision of services.

3.3. The Buyer accepts the terms of this proposal (offer) and concludes the Agreement upon placing an Order by clicking the "Order" button through the Service https://multiplex.ua or by other means, which signifies the Buyer’s acknowledgment of this proposal (offer) and agreement to its terms.

Order Placement Procedure

4.1. The Buyer independently places an Order through the Service https://multiplex.ua by adding selected Goods and Services to the "Basket" by clicking the "Add to Basket" button or otherwise, and confirming acceptance of this Proposal (offer).

4.2. Only registered Buyers can place Orders for Goods and Services on the Service https://multiplex.ua.

Price and Payment Procedure
Rules for visiting a cinema during quarantine restrictions

In the cities with quarantine restrictions of the red zone, we can admit viewers only with a "green" COVID certificate or a negative PCR test or a rapid test performed no more than 72 hours before visiting the cinema.

In the cities with restrictions of the orange and yellow zones, besides these documents, you can also visit the cinema with a "yellow" COVID certificate.

Persons under the age of 18 can visit the cinema without the aforementioned certificates and tests. Bring your COVID certificate in electronic and/or printed form and come watch movies safely.

What personal information do you store?

Our systems store the following personal data: name, phone number, email address. This is necessary for us to fulfill our obligations and provide you with a processed online order. But don't worry, your data is safe. Personal data is stored only on electronic media and used only for its intended purpose. Transfer of data to third parties is not possible.
How can I delete my personal data?

You can delete your account in several ways:

Through your personal account on the website or in the mobile application, by clicking on the "Delete account" button in the "Profile" section.
By contacting support and submitting a request through the feedback form. Your account will be deleted manually.

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