FAQ Topics

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FAQ Topics

  • Cinema Information
    • What cinemas does HOYTS operate?
    • What is Xtremescreen?
    • What is La Premiere?
    • What is the D-BOX?
    • What is METRO By HOYTS?
  • Cinema Accessibility
    • How does HOYTS cater to people with hearing disabilities?
    • Can people without hearing or visual disabilities attend captioned sessions?
  • Purchasing Tickets
    • Where can I purchase tickets from?
    • Where can I find ticket prices?
    • If I don't collect my tickets or go to the movie will I still get charged?
  • Careers
    • How can I get a job at HOYTS?
  • Sponsorship, Fundraising & Donations
    • Who can I contact for charity and/or sponsorship requests?
    • Do HOYTS sell or give away movie posters or merchandise?
  • Groups Bookings, Events and Birthday Parties
    • Can I make a group booking at my local HOYTS cinema?
    • I am interested 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?
  • Candy Bar
    • What are the prices at the candy bar?
    • What ingredients does the popcorn sold at HOYTS contain?
  • HOYTS CineVouchers
    • What are HOYTS CineVouchers?
    • What happens after I redeem my HOYTS CineVoucher online?
    • What are the restrictions on my CineVoucher?
    • Can I use my CineVoucher to see 3D movies?
    • Can I pre-purchase 3D glasses when I redeem my HOYTS CineVouchers online?
    • When redeeming my CineVoucher, can I pay the difference and upgrade to La Premiere, Xtremescreen or D-BOX?
    • Where can I redeem my CineVoucher?
    • What does my CineVoucher entitle me to?
    • When does my CineVoucher expire?
    • Can I replace, return or exchange CineVoucher?
    • Can I extend the validity of my CineVoucher?
    • If I purchased 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 CineVouchers?
    • Can I redeem my CineVoucher at a kiosk in cinema?
  • HOYTS Gift Cards
    • What are HOYTS Gift Cards?
    • What are the restrictions on my Gift Card?
    • Where can I redeem my 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?
    • 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 New Zealand, but the online Gift Store will only allow me to enter a New Zealand billing address, what do I do?
    • How do I use my Gift Card online to purchase my tickets?
  • 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 Movie Club 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?
    • How can I activate my HOYTS Rewards membership?
    • What is my user name?
    • I cannot remember my username or password, how do I retrieve this?
    • How can I update my membership details?
    • How can I unsubscribe from HOYTS Rewards newsletters?
    • I joined online, but haven’t received my membership card?
    • I’ve misplaced my membership card, can I have a replacement?
    • Membership Renewal
    • Free Sign-up and Renewal Ticket
    • Earning and Using Rewards Points
    • Members’ Movie Offer
    • Managing Your Subscriptions
    • HOYTS Rewards Students
    • Terms and Conditions
  • HOYTS Movie Club
    • What are the benefits of becoming a HOYTS Movie Club member?
    • How do I change my details / cancel my subscription to the HOYTS Movie Club?
    • I am a HOYTS Movie Club member and I have not received my membership card?
    • What is the Members’ Movie Offer?
    • How do I find out this week's Members’ Movie Offer?
    • Where do I buy tickets for the Members’ Movie Offer?
    • How many tickets to the Members’ Movie Offer can I purchase?
  • Contact Details
    • HOW DO I CONTACT YOU?
  • HOYTS Website
    • Why does the HOYTS site not work properly on my system?
    • How do I display the session times for my preferred cinemas?
  • 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 considered valid proof of age at the cinema?
    • When can a cinema refuse entry to an R Rated 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?
  • HOYTS Merchandise Returns Policy
    • Can I return merchandise?


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 $10* tickets to the nominated Members’ Movie Offer, 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 New Zealand or Australian address, a valid e-mail address and must be 14 years of age or older.

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

    • No. HOYTS Movie Club 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!

  • How can I activate my HOYTS Rewards membership?

    • 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.

  • What is my user name?

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

  • I cannot remember my username or password, how do I retrieve this?

    • 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.

  • How can I update my membership details?

    • 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’.

  • How can I unsubscribe from HOYTS Rewards newsletters?

    • 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’.

  • I joined online, but haven’t received my membership card?

    • 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.

  • I’ve misplaced my membership card, can I have a replacement?

    • 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.

    • The free sign-up ticket is redeemable for one general admission seat to any movie session including Xtremescreen. The pass may not be used for premieres, special or group events or for any screenings in Hoyts La Premiere, D-BOX, or 3D.

    • 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 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.

  • Members’ Movie Offer

    • 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 offer is not valid in conjunction with any other offer or special events (including gala screenings, Hoyts La Premiere, D-BOX or 3D). For select blockbusters members will be able to upgrade to view in 3D for an additional fee of $3.00.

    • In our weekly newsletters we will provide what the Members’ Movie Offer is for our members.

      Alternatively you can check HERE.

    • You can purchase tickets to the nominated Members’ Movie Offer in cinema and online. Be quick to secure your tickets!

    • You can purchase up to ten tickets to the Members’ Movie Offer.

    • Members’ Movie Offer tickets are generic, there is no definition between adult and children tickets. Due to the generic nature of the $10* Members’ Movie Offer, 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.

  • HOYTS Rewards Students

    • HOYTS Rewards Student membership is no longer accepting Student Members. All customers are invited to join HOYTS Rewards online here or in cinema for $10.00 per annum.

      Current HOYTS Rewards Student Members will retain their Student membership benefits of $7.50 Student Monday tickets at this time.

      Current HOYTS Rewards Student Members who are up for renewal will no longer be able to renew as a HOYTS Rewards Student Member. You can renew in cinema or online here for a standard HOYTS Rewards membership annual fee of $10.00 per annum. You will no longer have access to unique Student benefits (e.g. $7.50 Student Monday tickets) but will retain all HOYTS Rewards points and general bonuses you earned as a student member.

      We apologize for any inconvenience this may cause.

    • HOYTS Rewards is the best way to get rewarded for going to the movies. As a HOYTS Rewards Student member, you will receive:

      - One FREE general admission ticket when you activate your membership online
      - $7.50 Student tickets on Mondays
      - Points for your eligible purchases to redeem for free tickets, popcorn, choc tops and soft drinks
      - $10 tickets to a nominated HOYTS Rewards ‘Members’ Movie Offer’
      - Member-only discounts, competitions, invitations and priority ticket access for selected blockbusters
      - Exclusive web features: rate films, check your points balance and build a wish list of movies you want to see
      - Link to Facebook to share with friends ratings and organise Facebook events to the movies you want to see

    • The $7.50 Student Monday ticket is redeemable for one general admission seat to any movie session. An additional surcharge applies to use a $7.50 Student Monday ticket for any Xtremescreen or 3D session. The $7.50 Student Monday ticket cannot be used in D-BOX, La Premiere or at premieres, special or group events.

    • No. $7.50 Student Monday tickets are currently only available for film sessions showing on a Monday.

    • Yes. You can pre-purchase $7.50 Student Monday tickets on other days of the week so long as the tickets for the future session are on sale and so long as you purchase for a Monday session.

    • Yes. Once you have purchased a Student Membership in cinema and activated your account online or if you upgrade your current membership to a Student membership, the $7.50 Student Monday ticket will appear as a ticket option on the ticket selection page for Monday sessions only.

    • You can purchase one Student Monday ticket per session on Mondays for a maximum of 3 sessions each Monday.

    • Yes. You must present your valid New Zealand Student identification whenever you purchase $7.50 Student Monday or standard Student tickets in cinema. If you purchase standard Student tickets online you will be asked to present identification at the ticket collection point.

    • Yes, you will now be renewed as a HOYTS Rewards member for $10.00 per annum. You can renew online or in cinema. Student benefits are no longer available for renewing HOYTS Rewards Student Members.

    • A Student Membership works the same as a standard HOYTS Rewards membership in regards to free tickets, points and benefits. All queries relating to standard member benefits can be found in this FAQ document.

  • Terms and Conditions

    • The full terms and conditions can be found HERE.