Customer support

Article 1. Concepts and application

1. In these General Terms and Conditions, the following terms shall have the following meanings

   Subscriber: the natural person who has concluded an agreement with Cineville, as referred to under Subscription; Subscription: the written agreement between Cineville and the Subscriber entitling the Subscriber, during the term of the agreement, to unrestricted access to screenings by the Cineville member theatres, subject to monthly payment under the conditions described below; Subscription fee: the costs for the Subscription, which costs are payable by the Subscriber; Conditions for visitors: the conditions for visitors of the Cineville film theatres; Cineville: the Cineville Association, www.cineville.nl, klantenservice@cineville.nl, Reply number 11689, 1000 RA Amsterdam; Cineville Pass: a physical pass issued by Cineville to the Subscriber, which serves as proof of the Subscription, and a digital Cineville Pass that the Subscriber can display in the Cineville app; Film theatre: a film theatre/cinema affiliated with Cineville; Film screening: every regular film screening in a Film Theatre. In any case, this does not include private performances, special premieres, retrospectives, film marathons, 3D performances and some festivals and other events. In a film screening, any surcharges are not included; Customer service: Cineville's customer service, accessible via klantenservice@cineville.nl or via a letter to answer number 11689, 1000 RA Amsterdam; Surcharges: costs not included in the Film Show, such as - but not limited to - surcharges for 3D shows, 3D glasses, D-BOX, Dolby Cinema, XD and Dolby Atmos.

2. These General Terms and Conditions apply to and form part of the relationship between Cineville and the Subscriber.

3. The relationship between Cineville and the Subscriber is also subject to the privacy statement. The Terms and Conditions for Visitors to the Cineville Film Theatre that the Subscriber visits also apply, regardless of whether the Subscriber has made the reservation via the Cineville website or app. The Subscriber declares to be familiar with these Visitor Conditions. If any provision of these Terms and Conditions for Visitors is in conflict with any provision of these Terms and Conditions, the provision of these Terms and Conditions shall prevail.

4. Cineville reserves the right to amend these General Terms and Conditions. Minor changes to the Terms and Conditions are accepted by the Subscriber without further action. Significant changes to the General Terms and Conditions to the detriment of the Subscriber will be made available to the Subscriber by e-mail and/or by post at least one month before the change comes into effect. The Subscriber is free not to accept these modified terms and conditions. The Subscriber is also free to indicate in writing that he or she wishes to terminate the agreement. In that case, the agreement shall end by operation of law at the time of entry into force of the amended terms and conditions.

5. If one of the provisions of these General Terms and Conditions is declared null and void, this will not affect the validity of the rest of these General Terms and Conditions.

Article 2. Content and use

1. The Subscription is personal and non-transferable.

2. Cineville will provide the Subscriber with a physical Cineville Pass showing the Subscriber's name, the starting date of the Subscription and a passport photo. This information must have been provided to Cineville by the Subscriber at the time of the (online) ordering process. If the Subscriber uses the Cineville app, the Subscriber will also receive a digital Cineville pass that the Subscriber can display in the Cineville app. The Cineville Pass serves as proof of the Subscription.

3. The Subscription entitles the Cineville Pass holder to access to any regular screening in a Film Theatre, except in the event that tickets are no longer available for a Film screening.

4. Cineville reserves the right to refuse Subscriptions to persons, including but not limited to persons with whom a previous Subscription has been terminated in accordance with Article 3.5 of these General Terms and Conditions.

5. The Subscriber must obtain an admission ticket for each Film Show on presentation of the Cineville Pass from the Film Theatre where the Film Show takes place. The ticket collected is only valid in conjunction with the Cineville Pass.

6. The Subscriber is entitled to one admission ticket per Film Show on presentation of his Cineville Pass.

7. The admission ticket can be collected from the box office of the Film Theatre where the Film Show takes place up to one and a half hours before the start of the Film Show.

8. An admission ticket for the next Film Show can only be collected 90 minutes after the start of the Film Show for which an admission ticket has already been collected.

Article 3. Duration and termination

1. The minimum period for taking out a Subscription is four full calendar months, subject to the provisions of Article 3.5 et seq.

2. Subscriptions may be cancelled at Cineville after the expiry of a period of four full calendar months with due observance of one month's notice, on the understanding that the Subscription will end on the last day of the following calendar month.

3. If the Subscription is purchased online, a reflection period of 14 days will apply from the date of receipt of the temporary Cineville Pass, during which the Subscriber may cancel the Subscription without giving reasons, provided that the Subscription has not yet been used. The Subscription fee will then be returned to the Subscriber.

4. Termination shall be effected by:

a. e-mail it to klantenservice@cineville.nl, or

b. send a letter to Answering number 11689, 1000 RA Amsterdam.

A valid cancellation shall contain at least the desired cancellation date and the name by which the cardholder is known to Cineville.

5. Cineville has the right to cancel a Subscription with immediate effect if the Subscriber:

a. provided incorrect information to Cineville;

b. has committed fraud in the use of the Cineville Pass;

c. has not fulfilled the payment obligation in accordance with Article 4;

d. does not comply with the Terms and Conditions for Visitors of the visited Film Theatre;

e. after warnings does not continue to use a reservation, without (timely) cancellation, as dealt with in Article 7.

In this case, the Subscriber's Cineville Pass will be blocked by Cineville.

6. If Cineville has cancelled the Subscription pursuant to paragraph 5 of this article and the minimum subscription period of four full calendar months has not yet expired, the Subscriber must pay the Subscription Fee for the remaining minimum subscription period. The Subscriber is not entitled to a refund of already paid Subscription fees.

7. If Cineville has cancelled a Subscription pursuant to paragraph 5 of this article, Cineville reserves the right to refuse to take out a subsequent Subscription with that person.

8. If a Subscription has been cancelled by the Subscriber and the former Subscriber wishes to take out a new Subscription within one year of cancellation of the Subscription, the Subscription must be taken out for at least four full calendar months and the Subscriber must pay Cineville a lump sum of € 25 in administration costs in addition to the monthly subscription price.

9. If Cineville decides to discontinue its services relating to the Cineville Pass, it shall be entitled to do so at any time. Cineville cannot be held liable for any damage suffered by the Subscriber as a result of the discontinuation of the Cineville Pass service. Any Subscription fees already collected from the Subscriber will be refunded by Cineville to the Subscriber's specified account within a reasonable period of time.

Article 4. Subscription fee and payment

1. The current amount of the Subscription Fee can be found on the website. Cineville reserves the right to change the amount of the Subscription Fee. Cineville will notify the Subscriber one month before the price change takes effect. The Subscriber has the option of not accepting the price change. In such a case, the Subscriber has the right to cancel the Subscription as of the date on which the price change is introduced, in accordance with the manner stipulated in article 3.4.

2. Cineville reserves the right to charge different rates for different age groups. Cineville, for example, applies a reduced rate for young people in order to encourage them to visit the film. The current amount of the Subscription Fee can be found on the website.

3. The Subscription Fee is paid monthly by direct debit by the Subscriber, with the exception of the first instalment. The first instalment must be paid by the Subscriber in cash at the checkout, or can be paid online with iDEAL. By paying the first instalment at the cash register or via iDEAL, the Subscriber activates the monthly direct debit. The bank account with which the Subscriber pays the iDEAL payment for the first instalment and/or the bank account number entered by the Subscriber on the order form at the box office will be used by Cineville for the collection of the subsequent Subscription Fee instalments.

4. The first instalment is calculated on the basis of the number of remaining days of the month in question, divided by 30 and multiplied by a month's Subscription Fee. If a Subscription starts after the 20th of the month, the subscriber also pays the full next calendar month.

5. By signing or ordering the Subscription (the agreement) online, the Subscriber authorises Cineville or a third party designated by Cineville to collect the Subscription Fee.

6. It is not possible to pay the subscription fee at the box office of a Film Theatre, with the exception of the payment of the first instalment.

7. In the case of an online order for a Cineville Pass Subscription, Cineville shall send the temporary Cineville Pass (in PDF format) to the Subscriber's e-mail address provided after payment of the first instalment via iDEAL.

8. Cineville reserves the right to cancel the Cineville Pass in the event that the collection is interrupted for any reason whatsoever. The Cineville Pass shall be put back into use as soon as the Subscription Fee due has been credited to Cineville's account. The Subscriber is not entitled to a refund of the Subscription Fee for the period during which the Cineville Pass was not in use. The Subscriber's monthly payment obligations shall not be suspended due to the decommissioning of the Cineville Pass. The minimum subscription period of four full calendar months must be paid for the months that expire during the blockade of the Cineville Pass.

9. If the Subscriber fails to comply with the payment obligations set out in these General Terms and Conditions, Cineville shall assign the payment claim to a collection agency to be designated by it. This is subject to the amounts laid down in the statutory graduated scale for extrajudicial collection costs. Any judicial or extra-judicial costs reasonably incurred by Cineville as a result of the Subscriber's failure to comply shall be borne by the Subscriber.

Article 5. Delivery time

1. If the Cineville Pass is requested via the paper Application Form, the Cineville Pass will be delivered to your home address no later than 2 weeks after the request.

2. If the Cineville Pass is purchased online, a temporary Cineville Pass (in PDF format) will be provided to the Subscriber within 24 hours via the e-mail address provided. Cineville makes every effort to deliver the final Cineville Pass within approximately 5 working days. The delivery times cannot be regarded as a strict deadline. Delays can be caused by several reasons.

Article 6. Loss, damage or theft

1. If the Cineville Pass is lost, damaged or stolen, the Subscriber shall report this to the Customer Service Department as soon as possible.

2. Following a notification, as provided for in the first paragraph of this article, a new Cineville Pass may be sent by Cineville to the Subscriber. In the event of damage, the damaged Cineville pass must be sent to Cineville or returned to the box office.

3. If no damaged Cineville Pass is returned, a replacement Cineville Pass will cost the Subscriber € 10,-. Cineville may collect this amount from the Subscriber's account by direct debit.

4. The Subscriber is not entitled to a refund of the Subscription Fee for the period during which the Cineville Pass cannot be used due to loss, damage or theft.

Article 7. Reservation and cancellation

1. If the Subscriber has reserved a ticket online (via the Cineville website or in the Cineville app), the ticket must be collected from the Film Theatre from 90 minutes to 15 minutes before the start of the performance at the latest. If the ticket is not collected on time, the reservation will be cancelled.

2. Subscribers can have up to five reservations at a time.

3. If a Subscriber is unable or unwilling to use a reservation, the Subscriber must cancel the reservation. You can cancel via the link in the confirmation e-mail that the Subscriber receives from the Filmtheater. It is also possible to cancel via the Cineville website. Only the person in charge of the booking can cancel the booking, even if he or she has booked for other Cineville pass holders.

4. Cancellations should be made as soon as possible, but no later than half an hour prior to the Film Show.

5. On the first two occasions that a reservation is not used, without cancelling it or cancelling it in time, Cineville will send a warning to the Subscriber by e-mail. For each subsequent time that a reservation is not used, without (timely) cancellation, Cineville is entitled to cancel the possibility of making a reservation for a period of 1 to 2 weeks. If the ability to make reservations is disabled for the Subscriber, the Subscriber will be notified by e-mail.

If the Subscriber's failure to make use of a reservation, even after the possibility of making a reservation has been blocked, continues to occur more frequently without cancelling it or cancelling it in good time, Cineville will be entitled to unilaterally terminate the Subscription in accordance with the provisions of Article 3.

Article 8. The Cineville app

1. It is possible to make a reservation in the Cineville app at a Film Theatre. Reservations made via the app are subject to the same terms and conditions as reservations made via the website, as included in article 7.

2. If the Subscriber has added other Cineville pass holders to the app as friends, it is possible to make reservations for these friends and these friends can make a reservation for you. The reservation, made for you by a friend, is subject to the conditions set out in article 7.

3. If the Subscriber suspects that his or her account is being used without his or her consent, the Subscriber must inform Cineville accordingly. This can be done by sending an e-mail to: klantenservice@cineville.nl.

Article 9. Customer data

1. The Subscriber shall immediately notify Cineville of any changes to the Subscriber's details, such as changes to the Subscriber's name, address, e-mail address or account number.

2. Cineville shall never be liable for incorrect data entered by the Subscriber. Any damage - in whatever form - suffered by the Subscriber as a result of incorrect information entered shall not be recoverable from Cineville. The risk of the accuracy and completeness of the information provided by Subscriber is entirely for the account and risk of the Subscriber.

3. For more information about your (customer) data used by Cineville to issue a Subscription, please refer to the privacy statement.

Article 10. Customer service

1. If you have any questions or complaints about these General Terms and Conditions or about the use of the Cineville Pass, payments, loss, damage and/or theft of the Pass, cancellation of a Subscription and/or changes to customer data, you can contact the Cineville customer service. This can be reached via klantenservice@cineville.nl or via a letter to answer number 11689, 1000 RA Amsterdam.

Article 11. Engage third parties

Cineville has the right to engage third parties for the execution of the Subscription. More information about these third parties can be found in the privacy statement.

Article 12. Complaints

Any complaints about the visit to the Film Theatre can be submitted to the relevant Film Theatre. After making a reservation via the Cineville website or app, further financial processing is done by the Filmtheater. In case of complaints or questions about this, the Subscriber can also contact the Filmtheater. For questions about the Cineville Pass, the Subscriber can find many answers on the website (https://klantenservice.cineville.nl/) or he can contact the Customer Service.

Article 13. Applicable law and choice of forum

The legal relationship between Cineville and the Subscriber and all resulting obligations and/or relationships shall be governed by Dutch law. Disputes between parties will exclusively be submitted to the competent court in Amsterdam.