FAQ Topics

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FAQ Topics

  • Cinema Information
    • What cinemas does HOYTS operate?
    • What is Xtremescreen?
    • What is IMAX®?
    • What is La Premiere?
    • What is Directors Suite?
    • What is the Bean Bag Cinema?
  • Cinema Accessibility
    • Are HOYTS Cinemas accessible to people with disabilities?
    • How does HOYTS cater to people with hearing disabilities?
    • How does HOYTS cater to people with visual disabilities?
    • Can people without hearing or visual disabilities attend captioned sessions?
    • Can I book an wheelchair accessible seat online?
  • Candy Bar
    • What are the prices at the candy bar?
    • What ingredients does the popcorn sold at HOYTS contain?
  • Careers
    • How can I get a job at HOYTS?
  • Groups Bookings, Events and Birthday Parties
    • Can I make a group booking at my local HOYTS cinema?
    • I am interesting in holding a corporate event at HOYTS, how can I?
    • Can I hold a children's birthday party at HOYTS? Are there any package deals?
  • HOYTS Rewards
    • What are the benefits of becoming a HOYTS Rewards member?
    • How can I become a HOYTS Rewards member?
    • Who can join HOYTS Rewards?
    • I am a member of HOYTS Insider and already receive a weekly newsletter. Is this the same as HOYTS Rewards?
    • Can I be a member of HOYTS Rewards and the HOYTS Insider at the same time?
    • Activation and Account
    • Membership Renewal
    • Free Sign-up and Renewal Ticket
    • Earning and Using Rewards Points
    • Movie of the Week
    • Managing Your Subscriptions
    • Ratings and Reviews
    • Friends
    • Flicks List
    • Events
    • HOYTS Rewards Students
    • Terms and Conditions
  • HOYTS Insider
    • What are the benefits of becoming a HOYTS Insider member?
    • How can I update my details?
    • I cannot remember my username or password, how do I retrieve this?
    • How can I unsubscribe from HOYTS Insider newsletters?
    • I am a HOYTS Insider member and I have not received my membership card?
    • What is the Movie of the Week?
    • How do I find out what the Movie of the Week is?
    • Where can I purchase tickets to the Movie of the Week?
    • How many tickets can I purchase to the Movie of the Week?
  • HOYTS Black Card
    • What does my HOYTS Black Card entitle me to?
    • What are the restrictions on my HOYTS Black Card?
    • Can I use my HOYTS Black Card to see movies that are not general admission sessions?
    • Can I use my HOYTS Black Card to see 3D movies?
    • Does my HOYTS Black Card guarantee me admission to the session of my choice?
    • Can I give or sell my HOYTS Black Card to someone else to use?
    • WHERE can I use my HOYTS Black Card?
    • How do I use my HOYTS Black Card online to purchase my tickets?
    • Can I use my HOYTS Black Card at a self-service kiosk in cinema?
    • When does my HOYTS Black Card Expire?
    • Can I replace or exchange my HOYTS Black Card?
    • Can I renew my HOYTS Black Card?
    • If I purchased a HOYTS Black Card in Australia, can I use it in New Zealand and vice versa?
    • Where can I purchase HOYTS Black Cards?
    • Where can I find the complete set of Terms and Conditions relating to HOYTS Black Cards?
    • What if I have other questions about the HOYTS Black Card?
  • HOYTS Website
    • How do I display the session times for my preferred cinemas?
  • Sponsorship, Fundraising & Donations
    • Does HOYTS assist in the community?
    • Do HOYTS sell or give away movie posters or merchandise?
  • Movie & Session Times
    • Why do we have ratings?
    • What do the different ratings mean?
    • Who qualifies as a 'guardian' for a person under 15?
    • What is the difference between M and MA 15+?
    • Can a person below 18 years see an MA15+ movie without parental guidance?
    • What is considered valid proof of age at the cinema?
    • When can a cinema refuse entry to an MA 15+ or R 18+ film?
    • Where can I find more information on film classifications?
    • Where can I find session times?
    • Why are there no session times on your website past Wednesday?
    • Why does a movie not start at the advertised time?
    • Do you have special sessions for mothers and their babies?
    • Do you have suitable films for toddlers and young children?
    • Do you have special programs for different cultural groups?
    • Why should I see a movie in 3D?
    • Is it possible to wear 3D glasses over my prescription glasses?
    • Do you have 3D glasses for children?
    • What happens to 3D glasses after the movie?
  • Purchasing Tickets
    • Can I purchase tickets online to my local HOYTS cinema?
    • What does it mean when a movie is advertised as NFT, ‘No Free Ticket / No Discount Offers'?
    • What age restrictions are placed on Child tickets?
    • What age restrictions are placed on senior tickets?
    • Are seniors cards accepted at La Premiere, Directors Suite, Bean Bag cinema or 3D films?
    • What identification is required to access discounted tickets?
    • How do I purchase tickets securely online?
    • How many tickets can I purchase in one transaction?
    • Why is there an online booking fee?
    • Where do I collect my movie tickets?
    • When can I collect my tickets?
    • What do I need to bring with me to pick up my tickets?
    • What methods of payment do you accept online?
    • How secure is my credit card and personal information?
    • I have purchased online tickets for the wrong date. How can I correct this?
    • I have purchased tickets online and I have not received a booking confirmation. How do I collect my tickets?
    • I will not have the credit card with me on the day I collect my tickets, do I need the credit card?
    • I want to purchase uneven numbers of seats for La Premiere or Directors Suite online but the system will only allow me to purchase two at a time? How do I purchase seats separately?
    • Where can I find ticket prices?
    • If I don't collect my tickets or go to the movie will I still get charged?
    • How secure is the HOYTS website for purchasing online?
  • HOYTS CineVouchers
    • What are HOYTS CineVouchers?
    • What happens after I redeem my HOYTS CineVoucher online?
    • Can I redeem my HOYTS CineVouchers online for 3D sessions?
    • Can I pre-purchase 3D glasses when I redeem my HOYTS CineVouchers online?
    • How many HOYTS CineVouchers can I redeem online?
    • What do I do if I add too many HOYTS CineVouchers to my order?
    • Are there any fees for redeeming my HOYTS CineVouchers online?
    • Can I collect my tickets from the kiosk if I have redeemed my HOYTS CineVouchers online?
    • What are the restrictions on my HOYTS CineVouchers?
    • When redeeming my HOYTS CineVoucher, can I pay the difference and upgrade to La Premiere or Directors Suite?
    • Where can I redeem my HOYTS CineVouchers?
    • What does my HOYTS CineVoucher entitle me to?
    • When does my HOYTS CineVoucher expire?
    • Can I replace, return or exchange HOYTS CineVouchers?
    • Can I extend the validity of my HOYTS CineVouchers?
    • If I purchased HOYTS CineVouchers in Australia, can I use them in New Zealand and vice versa?
    • Where can I buy HOYTS CineVouchers?
    • Where can I find the complete set of Terms and Conditions relating to HOYTS CineVouchers?
    • Can I redeem my HOYTS CineVoucher at a kiosk in cinema?
    • Can I use my La Premiere voucher for a mainstream session?
  • HOYTS Gift Cards
    • What are HOYTS Gift Cards?
    • What are the restrictions on my Gift Card?
    • Where can I redeem my Gift Card and e-Gift Card?
    • Is there a fee to purchase a Gift Card?
    • How much can be loaded onto a Gift Card?
    • Can Gift Cards be re-loaded with additional funds after the initial purchase?
    • How can I check the balance on my Gift Card?
    • When does my Gift Card expire?
    • How can I check the expiry date of my Gift Card?
    • What if there is no expiry date written on the back of my Gift Card?
    • Can I replace, return or exchange Gift Cards?
    • Can I extend the validity of my Gift Card?
    • Can I use my Gift Card to make purchases at the Candy Bar?
    • Do I have to use the full amount on my Gift Card in one transaction?
    • If I purchased a Gift Card in Australia can I use it in New Zealand?
    • Where can I buy Gift Cards?
    • There are no funds loaded on my Gift Card. What can I do?
    • My Gift Card is not working even though there is still money left on it. What can I do?
    • Where can I find the complete set of Terms and Conditions relating to Gift Cards?
    • I live overseas and need a gift card sent to Australia, but the online Gift Store will only allow me to enter an Australian billing address, what do I do?
    • My HOYTS gift card has La Premiere / Directors Suite printed on it. Can I use this Gift Card for mainstream sessions?
  • HOYTS Merchandise Returns Policy
    • Can I return merchandise?
  • Contact Details
    • How to contact us?


HOYTS Rewards

  • What are the benefits of becoming a HOYTS Rewards member?

    • HOYTS Rewards is the best way to get rewarded for going to the movies!

      As a HOYTS Rewards member, you will receive; an free sign-up ticket*, points for your eligible ticket and candy bar purchases, access to $12* tickets to the nominated Movie of the Week, invitations to exclusive Members’ Preview Screening and premieres, access to member only offers and competitions, access to exclusive web features and ability to connect and share with your friends on Facebook.

  • How can I become a HOYTS Rewards member?

    • You can join HOYTS Rewards by purchasing a membership at your local HOYTS cinema or online.

      To purchase a HOYTS Rewards membership online, please click HERE.

  • Who can join HOYTS Rewards?

    • To join as a HOYTS Rewards member you must have a valid Australian or New Zealand address, a valid e-mail address and must be 14 years of age or older.

  • I am a member of HOYTS Insider and already receive a weekly newsletter. Is this the same as HOYTS Rewards?

    • No. HOYTS Insider and HOYTS Rewards are two separate memberships. HOYTS Rewards is our premium membership and rewards our members for eligible ticket purchases made both in cinema and online!

      If you are a HOYTS Insider member and would like to upgrade to a HOYTS Rewards membership, we will transfer your membership details so you can obtain all membership benefits.

  • Can I be a member of HOYTS Rewards and the HOYTS Insider at the same time?

    • No. If you are a HOYTS Insider member and upgrade to HOYTS Rewards, we will transfer you from the HOYTS Insider into HOYTS Rewards so you can obtain all membership benefits!

  • Activation and Account

    • You can activate your HOYTS Rewards membership online HERE.

      You can register up to five HOYTS Rewards memberships with the same email address, as long as the username and passwords are unique.

    • Your username is the username you provided us with in the field of ‘Membership’ when you activated your membership online.

    • To retrieve your password, please click the link 'Forgot password' located in the members login page. We will send you a password reminder to your email address that has been registered with us.

    • To update your details please log into your membership HERE and  click ‘Edit your details’, please make the changes required, enter your password and click ‘SUBMIT’.

    • To unsubscribe from our newsletters you will need to log into your membership online and click ‘Edit your details’ and unclick ‘Please send me weekly newsletters & HOYTS Offers’ under Subscriptions, enter your password and click ‘SUBMIT’.

    • If you have purchased your HOYTS Rewards membership online, you will need to collect your card in any HOYTS Cinema. You will need to take your email receipt confirmation with you and some form of photo identification and we can provide you with your card on the spot.  Your membership will be active and ready for you to use immediately.

    • You can replace your HOYTS Rewards card in any HOYTS Cinema free of charge. You will need to provide some proof of identification such as a driver’s license and answer some security questions such as a mobile number and we can replace it on the spot. Your current points will roll over and the only thing that changes on your account will be your membership number.

      Handy Hint – You can download the CardStar application on any smart phone and load your card barcode onto your smart phone. Presenting this in cinema will ensure points are allocated to your rewards membership.

  • Membership Renewal

    • Yes. Your HOYTS Rewards membership is an annual membership and is required to renew annually to obtain all membership benefits and rewards points. When you renew your membership, you will receive a free renewal ticket*.

    • You can renew your HOYTS Rewards in cinema or online and receive a free renewal ticket*.

      In order to renew your membership online please follow the steps below;

      1. After logging into your account, select ‘RENEW’
      2. This will take you to your ‘Edit your details’ page. Please review all details on your account in order make sure everything is up to date
      3. After you have reviewed this page please click ‘SUBMIT’
      4. You will be taken to the payment page where you will need to enter credit card details in order for payment to be processed

    • You may renewal your membership within 30 days of expiration. We will send you email to remind you that your membership is up for renewal.

    • When you renew your membership, you will receive free renewal ticket which is valid for six months. You will also keep all valid rewards points and rewards bonuses that are still active on your membership.

      As an added bonus if you renew your membership 14-30 days prior to it expiring, we’ll give you 100 bonus rewards points!

    • Yes. You can still renew your existing membership even after it has expired and you don’t require a new membership card.

      When you renew your membership, you will receive free renewal ticket which is valid for six months. You will also keep all valid rewards points and rewards bonuses that are still active on your membership.

  • Free Sign-up and Renewal Ticket

    • Your free ticket to a general admission session is included as a Rewards Bonus and is given to you upon activation of your membership online and when you renew your membership.

      Your free ticket is located in ‘Your Reward Bonuses’ when you log into your membership online. You can redeem your free ticket by presenting your membership card at the box office or online.

    • You can redeem your free ticket in cinema by presenting your membership card to our crew members.

      Alternatively you can redeem your free ticket online by logging into your membership and selecting the ‘HR REWARDS FREE’ ticket as your type of ticket.

    • Free sign-up and renewal tickets are redeemable for one general admission ticket to any movie session including Bean Bag cinema and Xtremescreen. You can upgrade your free ticket to a 3D session for $3.00* or a La Premiere session for $10.00* or a Directors Suite session for $10.00* or a HOYTS IMAX ® session for $4.00*. The free ticket cannot be redeemed for Members’ Preview Screenings, Gala Screenings, Special Events or Group Events.

    • Please ensure you are logged into your HOYTS Rewards membership.

    • Your free sign-up or renewal ticket must be redeemed within six (6) months of purchasing the Welcome Pack in cinema, joining online or renewing your membership.

  • Earning and Using Rewards Points

    • Rewards points may only be earned on either one adult ticket or one student ticket or one senior ticket or one concession ticket per card / per transaction / per session, plus an unlimited number of children tickets. We allow unlimited children tickets because we don't allow people under the age of 14 to join and don't want their parents to be disadvantaged.

      You will earn rewards points on all candy bar purchases, excluding selected merchandise.

      You do not earn rewards points for the purchase of a HOYTS Rewards membership as you receive a free ticket on sign-up.

    • You earn 10 rewards points per $1.00 spent on eligible ticket and candy bar purchases.

    • Once you have logged into your HOYTS Rewards membership online you can see your rewards points balance on your membership dashboard.

    • CineVouchers and gift cards earn rewards points upon their redemption when a HOYTS Rewards membership card is presented, not upon purchase. CineVouchers are redeemed at a fixed fee.

    • If you do not have your HOYTS Rewards membership card at the time of a purchase in a HOYTS cinema, you may supply your unique HOYTS Rewards membership number to our cinema team or provide personal details along with valid photo identification, such as a driver’s license.

      If you have kept your tickets from your recent cinema visit, please submit feedback with us via our Guest Experience Feedback Portal by clicking HERE.

      We will require the transaction number which is located on the bottom of your ticket stubs in the format of XXXXXX/XXX.

    • Yes. Multiple members may present their HOYTS Rewards membership cards in cinema to earn rewards points in the same transaction.

    • If you have kept your tickets from your recent cinema visit, please submit feedback with us via our Guest Experience Feedback Portal by clicking HERE.

      We will require the transaction number which is located on the bottom of your ticket stubs in the format of XXXXXX/XXX. If you do not have your tickets stubs on hand our Guest Experience Team may not be able to locate your purchases.

    • You can redeem your rewards points for tickets and selected candy bar items!

      You can check what your rewards points can be redeemed for via our Points Catalogue which can be located once you have logged into your HOYTS Rewards membership online by clicking ‘Your Rewards Points’ and ‘Points Catalogue’.

    • You can redeem your rewards points both in cinema and online for selected tickets and candy bar items.

    • No. You must have the sufficient amount of rewards points to redeem items entirety.

  • Movie of the Week

    • Every week, we nominate a movie and allow you to purchase discounted tickets within the promotional period. This ticket offer excludes an online booking fee of $1.10 per ticket when purchasing online.

      The Members' Movie of the Week is not valid in conjunction with any other offer or Special Events (including Gala Screenings, HOYTS IMAX®, Bean Bag cinema). For selected movies members will be able to upgrade to view in 3D for an additional surcharge of $3*, Xtremescreen for $3*, La Premiere for $10* and Directors Suite for $10*.

    • In our weekly newsletters we will provide what the Movie of the Week is for our members.

      Alternatively you can check HERE.

    • You can purchase tickets to the nominated Movie of the Week in cinema and online. Be quick to secure your tickets!

    • You can purchase up to ten tickets to the Movie of the Week.

    • Movie of the Week tickets are generic, there is no definition between adult and children tickets. Due to the generic nature of the discounted Movie of the Week, members will only earn points on one adult ticket per session regardless of any tickets purchased for children.

  • Managing Your Subscriptions

    • We use subscriptions to refer to emails and SMS communications we send you from time to time to inform you of exclusive offers and competitions.

    • To unsubscribe from our newsletters you will need to log into your membership and click ‘Edit your details’ and unclick ‘Please send me weekly newsletters & HOYTS Offers’ under Subscriptions, enter your password and click ‘SUBMIT’.

    • We send exclusive offers to our members via SMS at no cost to our members!

    • Should a member choose to send an SMS message to HOYTS Rewards, they will be charged the cost of a basic SMS message. For further advice please contact your mobile service provider.

    • No. We take your privacy very seriously and will not share your details with third parties unless it is essential for delivering a service to you, e.g. a courier to deliver a prize to you. From time to time, we may send you an offer for a third-party product or service we believe may be of interest to you. However, in such instances we will not share your details with the provider of that product or service. If your details are required or requested, you will be asked to supply them directly to the provider yourself. For select promotions which contain terms and conditions that include information regarding the transfer of details such as email address or postal address participating you agree to these terms and conditions.

  • Ratings and Reviews

    • To unlock a film to rate or review, you will need purchase your tickets on the HOYTS website and register your HOYTS Rewards membership at the time of purchase.

    • We allow you to rate the films on a five star scale.

    • We allow you to write and submit a 500-character free-text review of the films you have seen at HOYTS and used your HOYTS Rewards membership when you purchased your tickets.

    • We ask you to please observe the following rules when you write a review:

      - Do not use inappropriate language or concepts
      - Do not give away key parts of the movie (no spoilers)
      - Only review the movie and do not comment on anything else in your review

      If we find a review which breaks these rules, we may take it down and may terminate the author's HOYTS Rewards membership in accordance with the program's terms and conditions.

    • On the bottom right of each review is a ‘Report This’ link. If you see a review which breaks the rules, please click this and complete the form. We will endeavor to remove the review within 60 minutes of reading the notification form during business hours if we agree with the assessment.

    • From time to time, if you opted in to receive communications, we may send you special offers based on films you have seen and liked.

    • We have two visibility settings for ratings and reviews, which can be changed within the Edit Details section of your HOYTS Rewards account:

      - Everyone: these are potentially seen by any visitor to the HOYTS website, with your full name listed as the author.
      - Only my friends: These are only seen by your Facebook friends when you connect with Facebook

      The default setting for ratings and reviews is 'Only my Friends'

  • Friends

    • To get Friends, you must connect with Facebook. The rest is done automatically.

      HOYTS Rewards displays two types of friends:

      - Facebook Friends who are also members of HOYTS Rewards. These are the best kind of friends because you can share ratings, reviews and Movie Matches
      - Facebook Friends who are not members of HOYTS Rewards. We include these so you can share the benefits of HOYTS Rewards and encourage them to join up

  • Flicks List

    • The Flicks List is a feature that lets you indicate which films you most want to see, just like a wish list. You'll receive a reminder email when tickets for those films go on sale at HOYTS. In addition, if you have supplied your mobile number and opted in to receive mobile communications, we may send you a special offer for these films from time to time.

  • Events

    • The Events feature allows you to invite people to a specific session of a film at a HOYTS cinema once tickets for that film go on sale and manage that event within Facebook.

    • You create an event within the HOYTS Rewards section of the HOYTS Website. To create a movie event at a HOYTS Cinema in Facebook, you must first connect with Facebook. Next find and click the Facebook ‘Create an Event’ button next to the film of your choice in your Flicks List and Movie Matches.

    • Once created, an event for a visit to HOYTS is managed within your Facebook account. You can edit, cancel and manage invitations, including inviting by email friends who are not Facebook members.

    • The default Facebook setting for Events is ‘private’. You can convert this to a public event by clicking ‘Edit Event’ in the Facebook page for this event.

  • HOYTS Rewards Students

    • HOYTS are no longer offering HOYTS Rewards Student memberships.

  • Terms and Conditions

    • The full terms and conditions of HOYTS Rewards can be found HERE.