Frequently Asked Questions
Can I get a refund or change my tickets? +
Can I get a refund or change my tickets? -
We're sorry, but once a purchase has been made, tickets cannot be refunded for any reason. We are unable to change or transfer tickets to another date, time or venue. If a performance has allocated seating then we are not able to move seats within that performance. It is important that you are 100% happy with all the choices you made when making your booking and check the details before making payment. This forms part of our purchase T&C's that you will have confirmed as having accepted in order for your booking to be processed.
Why can’t I take my 13 year old son into a 15 rated film even if he is accompanied by me? +
Why can’t I take my 13 year old son into a 15 rated film even if he is accompanied by me? -
The British Board of Film Classification is the body that gives ratings to all films that are shown in the UK. For a 15 certified movie the rating is very clear, “No-one younger than 15 may see a ‘15’ film in a cinema”. In this case it is not a parental decision to make and by law Cinemas must do as much as possible to ensure that children do not gain entry to films which are not suitable for them as set out in the ratings guidelines. Identification as proof of age may be required. More information is available from www.bbfc.org.uk
Why can’t I find out what times the films will be showing at the Movie House next month? +
Why can’t I find out what times the films will be showing at the Movie House next month? -
Like most cinemas, we can only work on our film programme one week at a time and just under a week in advance. There are many reasons for this, but the main reason is that each week we have to analyse the previous weekend’s box office and look at how each of the films have performed. This is so we can bring together a programme, which has the most popular films showing at the most convenient times for the benefit of our audiences. In the case of ‘big event movies’ we always try to have the times programmed for sale several weeks in advance. Normally by the Tuesday evening of each week you can start booking your tickets for the forthcoming weekend’s new releases.
Why are some films released in the rest of the country but are not released in Northern Ireland until several weeks later? +
Why are some films released in the rest of the country but are not released in Northern Ireland until several weeks later? -
The reason behind this is that sometimes the film distributors simply do not have enough copies of their film to cover all the cinemas in the UK. Unfortunately, as a result, audiences in Northern Ireland occasionally have to wait several weeks until enough copies become available from other cinemas in the UK.
Why when I have booked tickets for The Movie House is it shown on my credit card statement as ‘Movie House Jacro Ross-on-Wye’ or 'Jet Centre Jacro Ross on Wye'? +
Why when I have booked tickets for The Movie House is it shown on my credit card statement as ‘Movie House Jacro Ross-on-Wye’ or 'Jet Centre Jacro Ross on Wye'? -
All credit card transactions that are made during a visit to any Movie House Cinema are processed by our long standing IT partners, Roe Computer Systems who are based in the town of Ross on Wye in Herefordshire, England. Jack Roe Computer Systems have supplied Ticket and Kiosk POS software to all Movie House Cinemas for over 15 years. You can visit the Jack Roe website through our links section .
Is it possibe to buy Movie House Gift Vouchers? +
Is it possibe to buy Movie House Gift Vouchers? -
Yes, our Gift Cards can be bought at any of our five cinema complexes during box office opening hours. Gift cards are a very popular present to give someone, whether its for their birthday, as a thank you or any other special occasion. Gift cards can be purchased in multiples of £5 and are presented in a Special envelope. They can be used at any Movie House Cinema, for any film, at any time, with no restrictions. You can even use them at our kiosks to purchase Drinks and Popcorn!!
Can I book my tickets now for any of the Movies that are in the Coming Soon Pages? +
Can I book my tickets now for any of the Movies that are in the Coming Soon Pages? -
Most weeks users will be able to book for films that appear in our coming soon pages. As a general rule, any of the coming soon films that have a release date of the following Friday will be open for booking several days before it goes on release (usually the Tuesday evening).
If I have booked two tickets am I guaranteed my two seats? +
If I have booked two tickets am I guaranteed my two seats? -
If you have booked your two tickets then you are guaranteed your two seats, this is because we never over-book any of our screens. However because we believe our customers should have the freedom of choice in where they want to sit, we do not allocate specific seats. The earlier you arrive the more choice of seats you will have. All customers who have pre-booked tickets are advised to arrive at least ten minutes before the start of the performance to choose their seats and ensure that they are seated together. Screenhost staff are always available to help our customers find seats if required. Customers who have any special requirements should contact box office staff on arrival.
When I go to book my tickets, the Jack Roe TaPoS booking site asks my computer to accept a "Cookie". What is a Cookie and what does it do? +
When I go to book my tickets, the Jack Roe TaPoS booking site asks my computer to accept a "Cookie". What is a Cookie and what does it do? -
To put it very simply, a "adding a cookie" is a technical term for a standard practice by most internet sites. What it basically does is that when you visit a website for the first time, it adds a "cookie" so that it remembers you and your computer the next time you visit that site. For example, when you book your tickets online with Movie House, a user must enter in their name, telephone number & email address. So the next time you visit the Movie House booking site, you won't have to type in all these details again! At NO time will the site hold on to your credit card number, so that each time you visit the booking site you will only have to type your card number in. If you don't accept the cookie then we cannot book your tickets, however if you would like to get rid of the cookie at a later date, then you can do so by opening your internet options on the Tools menu. (Note: Please refer to the help menu on your computer before carrying out any changes)
Are Babies & unaccompanied children admitted to the Cinema. +
Are Babies & unaccompanied children admitted to the Cinema. -
Customers are permitted to bring a baby into a cinema screen, however we would ask that parents of crying babies would remove them from the screen outside to the foyer area. We reserve the right to refuse admission to children who are unaccompanied by an adult.
Do you sell a Monthly Movie Pass? +
Do you sell a Monthly Movie Pass? -
There are no plans at present to introduce a monthly movie pass.
What does "Free List Suspended" mean? +
What does "Free List Suspended" mean? -
When you see the term ‘Free List Suspended’ beside a particular film title, this means that some type of Free Tickets, cannot be used by a customer to see that film. In most cases this applies to the first two weeks after a film’s release date. This is a standard condition of the film distributors, Disney, 20th Century Fox, etc... It applies to all cinemas in the UK and is not a Movie House decision.