Frequently asked questions

In case of an air raid warning, the cinema suspends current screenings and evacuates guests and staff from the cinema to the nearest shelter.

If the air raid warning lasts less than 20 minutes, the screening will resume. If the air raid warning lasts more than 20 minutes, the screening will not be resumed.

An exception is the city of Lutsk, RC "Promin" - the screening will be resumed if the warning lasts less than 30 minutes, if the air raid warning lasts more than 30 minutes, the screening will not be resumed.

Offline purchased tickets can be exchanged at the cinema box office immediately after the air raid warning is over or within 14 days.

If you purchased your ticket online, you will automatically receive promo codes for the next cinema visit (for the same number and category of seats as in the order) to the email address specified during the purchase.

Unfortunately, at the moment, power outage schedules are unexpected for us, as well as for other consumers.

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

If sessions are unavailable, the cinema is without power.

You can check the status of power availability in the cinema at this link.

Offline purchased tickets can be exchanged at the cinema box office immediately after power is restored or within 14 days.

If you purchased tickets online, you will automatically receive promo codes for your next cinema visit (for the same quantity and category of seats as in your order) at the email address provided during the booking process.

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.

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.

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.

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.

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.

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.

The promo code will be sent within 24 hours after returning the order. Look for them in the mailbox you provided during the order.

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.

Tickets for charity sessions for 1 UAH are non-refundable!

Exchange service is unavailable.

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

Age restrictions are set by the Ministry of Culture of Ukraine and are marked on the film with a rating of 0+/ 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.

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.

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.

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.

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.

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.

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.

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.

3D glasses can be collected at the cinema box office or Popcorn Market.

So, you need to purchase special kids' 3D glasses. The current price is available at the cinema box office/online bar.

No, it's not necessary. For Laser and IMAX technologies, we provide special glasses before the session for free.

Promotions and discounts are constantly updated and may depend on your city. All promotions are available at https://multiplex.ua/promotions

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.

Yes, discounts of 10 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.

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

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 10 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.

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.

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.

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.

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

You cannot contact the cinema directly, but you can submit a request through the feedback form and a responsible manager will contact you.

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

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 

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.

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.

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.

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.

So, you can pay with your eSupport card for any services at the Multiplex network: tickets or bar products (except for alcoholic beverages). You can find answers to all your questions on the official Diia website: https://e-aid.diia.gov.ua/#places

You can make payment both online and at the cinema box office. To make an online payment, simply enter your card details when purchasing on the website or in the app. To make a payment at the box office, you need to add an electronic card to Apple Wallet or Android Wallet and make sure your phone supports NFC.

You can pay by eSupport card for any services of the Multiplex network, including products from the bar (except for alcoholic beverages)

Sure. The return procedure is the same as for payments with a regular bank card: after returning the tickets, you will receive a promo code for the next cinema visit for the same quantity and category of seats that were in the order. The funds will not be refunded to your account. 

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.

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.

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.