Päivitetty 5.11.2020

Terms and conditions of the Finnkino online store

 

1. General

These terms and conditions (also “terms”) of Finnkino Ltd’s (“Finnkino”) online store apply to all customer transactions in Finnkino’s web services or mobile apps. These terms apply to all customer transactions in the online store regardless of what terminal device the customer uses the service on. The customer may only use the online store in accordance with the prevailing terms and applicable law, as well as accepted practice. The terms constitute an agreement between the customer and Finnkino, and define the rights and obligations of the customer and Finnkino as regards the online store. 

When making bookings and purchases in the online store, the customer confirms that he/she has reviewed the prevailing terms and conditions and undertakes to comply with them.

In addition to these terms, the terms and conditions of Finnkino’s web service shall apply between the customer and Finnkino. Should there be any conflict between these terms and the terms of the web service, the terms of the web service shall prevail. If the customer has joined Finnkino’s customer programme, the terms of Finnkino’s customer programme shall prevail.

2. Service provider

Finnkino Ltd

Business ID: 0647239-1
Address: Mannerheimintie 113, 00280 Helsinki, Finland
Tel.: +358 (0)9 131 191

3. Registration

The customer may purchase tickets from Finnkino’s online store without registering as a customer of the online store. Registration to the online store is achieved by creating a customer profile where tickets can be stored.

When registering in the online store, the customer enters his/her e-mail address. This serves as the customer’s username in the online store. The customer must also select a password for the online store registration. The password is personal and disclosing it for the use of others is prohibited.

The customer can choose to join Finnkino’s customer programme; by joining it, the customer benefits from the discounts, benefits and promotional benefits offered by Finnkino.

Sending a sign-up e-mail and opening a customer account for the customer programme are required to join Finnkino’s customer programme. The customer account for the customer programme is opened by disclosing your e-mail address to Finnkino in accordance with the instructions available in Finnkino’s web service.

4. Booking tickets

Tickets for films that have been booked in the online store can be redeemed in the online store from the customer profile or via the cinema’s ticket sales outlets. The redemption period usually ends 45 minutes before the start of the film. However, the time of the film, opening hours of the cinema and advance sales of tickets, among other things, may affect the end of the redemption period. Tickets booked via advance sales should generally be redeemed within 4 days of the booking. The customer should always check the redemption period from the booking information.

If the booking quota for the film is full or the time to book tickets has expired, tickets can no longer be booked. Furthermore, it is not possible to book tickets for certain film festivals even if tickets are available for purchase in the online store.

5. Purchasing and redeeming tickets

E-vouchers, printable vouchers to be given as gifts, snack vouchers and tickets for films are available for purchase in Finnkino’s online store. Customers who have registered in the online store can also store tickets in their customer profile.

1–15 tickets can be purchased at a time. Vouchers and snack vouchers are sold in sets. Prices, size and validity vary. The affordable price of vouchers and snack vouchers is based on a quantity discount and limited time of use. Expired tickets cannot be exchanged or returned, and their validity period cannot be extended.

Vouchers can be used to redeem tickets from the online store, ticket machines or at ticket sales outlets. A voucher that is close to its expiry date can also be used to pay for films taking place after the validity period has expired as long as the tickets are redeemed before the expiry date.

Snack vouchers can be used at the cinema’s snack shop. It is not possible to purchase a new snack voucher from the online store with a snack voucher that is close to its expiry date.

All tickets for films shall be checked before entering the auditorium. The ticket to be checked can be a ticket printed at a ticket sales outlet or a machine, a self-printed ticket or a mobile ticket that is checked from the screen of a mobile phone. To prevent misuse, a picture taken of the above-mentioned tickets will not be valid for checking at the door of the auditorium.

6. Payment methods

The payment options valid in the online store include online banking credentials, the most common payment cards, Finnair Plus points, Finnkino’s paper vouchers, as well as electronic vouchers. The online banks available are Aktia, Danske Bank, Handelsbanken, Nordea, Osuuspankki, S-Bank and Ålandsbanken. The payment cards accepted in the online store are MasterCard, Visa and Visa Electron. We also accept Mobile Pay.

Online banking and payment card payments shall be made through the Netaxept payment service. Payments made in whole or in part with Finnair Plus points shall be made through Finnair’s payment service. Finnkino is not responsible for service disruptions due to telecommunication malfunctions or system disruptions of payment transaction partners. If there are any problems with a payment transaction or ticket delivery, please complete the web store error report form. If the error occurs when paying with Finnair Plus points, please contact Finnair’s customer service directly at finnair.plus@finnair.fi.

7. Cancellations

A ticket booking may be cancelled during the redemption period by logging in to the online store customer profile. In principle, the customer is not entitled to cancel purchased tickets because the purchase is for a recreational service taking place at a specific time.

In the event of an obstacle, tickets that have already been purchased may be exchanged at a ticket sales outlet of any Finnkino cinema before the start of the film. If visiting the cinema is not possible, you can cancel by calling Kinolippu (0600 007 007, EUR 1.99/min + local network charge/mobile call charge) or by email at asiakaspalvelu@finnkino.fi. Please include the purchase number or the ticket serial number in the message. A ticket exchance can only be made at the cinema.

Note. If you have payed your ticket with a voucher, corporate voucher or a refund ticket that is no longer valid at the time of cancellation, it is only possible to change the cancelled show to another show on the same date.

Voucher purchases cannot be cancelled and expired vouchers cannot be changed. 

8. Discounts and benefits

The discounts and benefits granted to the customer are determined based on the information entered in the customer account in accordance with the terms of the customer programme.

9. Wheelchair spaces

All Finnkino auditoriums have a limited number of wheelchair spaces. It is advisable to book or purchase tickets for the wheelchair spaces in advance due to the limited number of spaces and possible need to make special arrangements, etc. Bookings can be made by phone, from the cinema’s ticket counter or the online store, from which the tickets can also be purchased.

A free ticket for a helper can be booked in addition to the ticket for a wheelchair space by using the ticket category “Normal”. When the booked tickets are redeemed at the ticket counter, the salesperson will change the helper’s ticket to a free ticket. It is not possible to obtain a free ticket in the online store.

10. Fault situations

Fault situations in the online store most commonly result from the ticket sales system not receiving a confirmation of a payment made via online banking. Typical reasons for a failed ticket delivery include exceeding the period reserved for payment (15 minutes), as well as disconnection before the browser returns to Finnkino’s web service.

Online banking and payment card payments shall be made through the Netaxept payment service. Payments made in whole or in part with Finnair Plus points shall be made through Finnair’s payment service. Finnkino is not responsible for service disruptions due to telecommunication malfunctions or the system disruptions of its payment transaction partners. If there are any problems with a payment transaction or ticket delivery, the customer should complete the online store error report form. If the error occurs when paying with Finnair Plus points, the customer should contact Finnair’s customer service directly at finnair.plus@finnair.fi.

If a purchase confirmation page does not open after payment has been made or an error message is displayed after payment, it is advisable to check whether the purchase was successful from the customer profile. The details of a successful ticket purchase will be displayed under Ticket purchases in the customer profile. When purchasing printable vouchers or snack vouchers, the tickets will also be sent via e-mail as PDF attachments. If a paid purchase does not appear in the customer profile and no purchase confirmation e-mail is received, it is likely that the purchase has been cancelled. In such cases, the customer should make the purchase again and request a refund for the original charge as follows:

  • The customer completes the online purchase error report form. The form information is sent for processing by Finnkino’s customer service.
  • The customer purchases the tickets again.
  • The refund will be paid about one week after the refund request has been received.

Credit card payments will be credited directly to the credit card.

11. Mistaken purchase

If an error has been made in selecting the film and tickets have been purchased for the wrong film, the tickets may be exchanged free of charge at a ticket sales outlet of any Finnkino cinema before the start of the film for which the tickets were purchased in error. Tickets cannot be exchanged afterwards and Finnkino does not offer refunds for unused tickets.

E-vouchers purchased in error cannot be exchanged for printable vouchers or vice versa.