Customer support

What are the Terms & Conditions?

Article 1. Definitions and Application

  1. In these General Terms and Conditions, the following terms shall have the meanings set out below:
  • Subscriber: the natural person who has concluded an agreement, as referred to under Subscription, with Vereniging Cineville;
  • Subscription: the written agreement between Vereniging Cineville and the Subscriber which grants the Subscriber the right to unlimited visits to Film Screenings at the Cinemas affiliated with Vereniging Cineville, against monthly payment under the conditions described below, for the duration of the agreement;
  • Cineville card: a card provided by Vereniging Cineville to the Subscriber, which serves as proof of the Subscription;
  • Cinema: a cinema/movie theatre affiliated with Vereniging Cineville;
  • Cineville: the collaboration between Vereniging Cineville, which distributes and offers the Cineville card to the Subscriber (Cineville card) in the Netherlands, and Cineville B.V., which performs the operational execution for the relevant services associated therewith, with the website www.cineville.nl, reachable via klantenservice@cineville.nl or by letter to Antwoordnummer 11689, 1000 RA Amsterdam;
  • Customer Service: the customer service of Cineville, reachable via klantenservice@cineville.nl or by letter to Antwoordnummer 11689, 1000 RA Amsterdam; -** Film Screening**: every regular film screening at a Cinema. This shall in any event not include private viewings, certain festivals, and other events. Any Surcharges are not included in a Film Screening;
  • Visitor Terms and Conditions: the visitor terms and conditions of the Cinemas affiliated with Vereniging Cineville;
  • Subscription Fee: the costs for the Subscription, which costs are due by the Subscriber;
  • Surcharges: costs which are not included in the Film Screening, such as – but not limited to – surcharges for 3D screenings, 70mm screenings, Dolby Atmos, and other surcharges which are also charged to regular visitors.
  1. These General Terms and Conditions apply to and form part of the relationship between Cineville and the Subscriber.
  2. The Visitor Terms and Conditions of the Cinema visited by the Subscriber and Cineville's privacy statement also apply to the relationship between Cineville and the Subscriber. Vereniging Cineville is the Controller for the Subscriber's personal data processing, and has concluded a Data Processing Agreement with Cineville B.V., which is the Processor. The Subscriber declares to be familiar with these Visitor Terms and Conditions. Should any provision in the Visitor Terms and Conditions conflict with a provision in these General Terms and Conditions, the provision in these General Terms and Conditions shall prevail.
  3. Cineville reserves the right to amend these General Terms and Conditions. Amendments of a minor nature to the General Terms and Conditions shall be accepted by the Subscriber without further action. Significant amendments to the General Terms and Conditions that are detrimental to the Subscriber shall be provided to the Subscriber by email and/or post at least one month before the amendment takes effect. The Subscriber is free not to accept these amended conditions. The Subscriber is also free to state in writing that they wish to terminate the agreement. In that case, the agreement shall terminate automatically upon the effective date of the amended conditions.
  4. Should any of the provisions in these General Terms and Conditions be declared void, this shall not affect the validity of the remainder of these General Terms and Conditions.

Article 2. Content and Use

  1. The Subscription is personal and non-transferable.
  2. Cineville provides the Subscriber with a physical Cineville card showing the Subscriber's name, date of birth, and a passport photo. These details must have been provided by the Subscriber to Cineville at the time of the (online) ordering process. If the Subscriber uses the Cineville app, the Subscriber also receives a digital Cineville card that the Subscriber can show in the Cineville app. The Cineville card serves as proof of the Subscription.
  3. The Subscription entitles the Cineville card holder to access every regular Film Screening at a Cinema, except in the event that no tickets are available for a Film Screening.
  4. Cineville reserves the right to refuse a Subscription to, 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. For every Film Screening to be visited, the Subscriber must obtain an admission ticket from the Cinema where the Film Screening takes place, upon presentation of the Cineville card. This admission ticket is only valid in combination with the Cineville card.
  6. Upon presentation of their Cineville card, the Subscriber is entitled to one admission ticket per Film Screening.
  7. The admission ticket can be collected from the box office of the Cinema where the Film Screening takes place, or digitally via the Cinema's online booking system, from one and a half hours before the start of the Film Screening.
  8. An admission ticket for a subsequent Film Screening can only be collected 90 minutes after the start of the Film Screening for which an admission ticket has already been collected.

Article 3. Duration and Termination

  1. The minimum period for entering into a Subscription is four full months, subject to the provisions of Article 3.5 and subsequent articles.
  2. After the expiry of the period of four full months, the Subscription can be terminated with Cineville subject to one month's notice, on the understanding that the Subscription ends on the last day of the following month.
  3. When purchasing a Subscription, a cooling-off period of fourteen days (statutory right of withdrawal) applies from the day of receipt of the temporary Cineville card, during which the Subscriber can terminate the Subscription without stating reasons, provided that the Subscription has not yet been used. The Subscription Fee shall then be returned to the Subscriber.
  4. Termination shall be effected by: a. using the termination function via the Cineville app or website, or b. sending an email to klantenservice@cineville.nl, or c. sending a letter to Antwoordnummer 11689, 1000 RA Amsterdam. A valid termination shall include at least the desired termination date and the name under which the card holder is known to Cineville.
  5. Cineville has the right to terminate a Subscription with immediate effect if the Subscriber: a. has provided incorrect data to Cineville; b. has committed fraud in the use of the Cineville card; c. has failed to comply with the payment obligation pursuant to Article 4; d. does not comply with the Visitor Terms and Conditions of the visited Cinema. e. after warnings, continues not to use a reservation without cancelling it (in a timely manner), as addressed in Article 7. The Subscriber's Cineville card will be blocked by Cineville in this case.
  6. If Cineville has terminated the Subscription pursuant to paragraph 5 of this Article and the minimum subscription period of four months has not yet expired, the Subscriber is obliged to pay the Subscription Fee for the remaining minimum subscription period. The Subscriber is not entitled to a refund of the Subscription Fee already paid.
  7. If Cineville has terminated a Subscription pursuant to paragraph 5 of this Article, Cineville reserves the right to refuse to conclude a subsequent Subscription with that person.
  8. If a Subscription has been terminated by the Subscriber and the former Subscriber wishes to conclude a new Subscription within 6 months after the termination of the Subscription, the old subscription can be reactivated. In this case, the Subscription is re-entered into for a minimum of four months and the Subscriber is not obliged to pay any extra administration costs to Cineville in addition to the monthly subscription price.
  9. If Cineville decides to discontinue its services relating to the Cineville card, it is entitled to do so at any time. Cineville cannot be held liable for any damage suffered by the Subscriber due to the discontinuation of the Cineville card service. Subscription Fee already collected in advance from the Subscriber shall be refunded by Cineville to the Subscriber's specified account within a reasonable period.

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 amend the amount of the Subscription Fee. Cineville shall notify the Subscriber of this one month before the price change takes effect. The Subscriber has the option not to accept the price change. In such a case, the Subscriber has the right to terminate the Subscription as of the date the price change is implemented, in accordance with the method determined in Article 3.4.
  2. Cineville reserves the right to apply different rates per age category. For example, Cineville applies a reduced rate for young people to promote cinema attendance among youth. The current amount of the Subscription Fee can be found on the website.
  3. The Subscription Fee is paid monthly by the Subscriber via direct debit, with the exception of the first instalment. The first instalment must be paid online by the Subscriber using iDEAL. By paying the first instalment via iDEAL, the Subscriber activates the automatic monthly direct debit. The bank account used by the Subscriber for the iDEAL payment of the first instalment will be used by Cineville for the collection of subsequent instalments of the Subscription Fee.
  4. The first instalment is calculated based on the number of remaining days in the relevant month, divided by 30 and multiplied by one month's Subscription Fee.
  5. By signing or online ordering of the Subscription (the agreement), the Subscriber authorises Cineville, or a third party to be designated by Cineville, to collect the Subscription Fee.
  6. In the case of an online order for the Cineville card Subscription, Cineville shall send the temporary Cineville card (in PDF format) to the Subscriber's specified email address after payment of the first instalment has been made.
  7. Cineville reserves the right to block the Subscriber's Cineville card if the direct debit is reversed for any reason whatsoever. The Cineville card will be reactivated as soon as the due Subscription Fee 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 card was blocked. The Subscriber's monthly payment obligations are not suspended by the disabling of the Cineville card. The minimum subscription period of four full months must be paid for the months that expire during the blocking of the Cineville card.
  8. If the Subscriber fails to comply with the payment obligations under these General Terms and Conditions, a maximum of three payment reminders will be sent via email. During the reminder process, the invoice may be increased with administration costs, for which a warning will be issued first. Cineville will also transfer the payment claim to a collection agency designated by it. The amounts laid down in the statutory scale for extrajudicial debt collection costs apply here. The (extra)judicial costs that Cineville will reasonably have to incur as a result of this non-compliance by the Subscriber shall be borne by the Subscriber.

Article 5. Delivery Time

  1. If the Cineville card is purchased online, a temporary Cineville card (in PDF format) will be provided to the Subscriber via the specified email address within 24 hours. Cineville endeavours to deliver the definitive Cineville card within approximately 10 working days. The delivery times cannot be regarded as a strict deadline. Delays may be caused for various reasons.
  2. If the Cineville card is requested via the paper Application Form, the Cineville card will be delivered to the home address within a maximum of four weeks after the request.

Article 6. Loss, Damage, or Theft

  1. The Subscriber shall report the loss, damage, or theft of the Cineville card to Customer Service as soon as possible.
  2. Following a report, as stipulated in the first paragraph of this Article, a new Cineville card may be sent by Cineville to the Subscriber. In the event of damage, a photo of the damaged Cineville card must be sent to Cineville's Customer Service by email.
  3. A replacement Cineville card costs the Subscriber €10. Cineville is entitled to 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 card 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 at the Cinema from 90 minutes up to no later than 15 minutes before the start of the screening. If the ticket is not collected on time, the reservation will lapse. Collection times differ per Cinema.
  2. Subscribers may have a maximum of fifteen (15) reservations at the same time.
  3. If a Subscriber cannot or does not wish to use a reservation, the Subscriber must cancel the reservation. Cancellation can be done via the link in the confirmation email the Subscriber receives from the Cinema. It is also possible to cancel via the Cineville website. Only the main booker of the reservation can cancel it, even if they have reserved for other Cineville card holders.
  4. Cancellations must be made as soon as possible, but no later than half an hour prior to the Film Screening.
  5. The first two times that a reservation is not used without cancelling it (in a timely manner), Cineville will send a warning to the Subscriber via email. For every subsequent time that a reservation is not used without cancelling it (in a timely manner), Cineville is entitled to disable the option to reserve for a period of 1 to 2 weeks. If the option to make reservations is disabled for the Subscriber, the Subscriber will be informed of this by email.
  6. If, even after the reservation option has been blocked, the Subscriber continues to frequently not use a reservation without cancelling it (in a timely manner), Cineville is entitled to unilaterally terminate the Subscription in accordance with the provisions of Article 3.

Article 8. The Cineville App

  1. It is possible to place a reservation at a Cinema via the Cineville app. Reservations made via the app are subject to the same conditions as reservations via the website, as set out in Article 7.
  2. If the Subscriber suspects that their account is being used without their consent, the Subscriber must notify Cineville of this. This can be done by sending an email to: klantenservice@cineville.nl.

Article 9. Customer Data

  1. The Subscriber shall notify Cineville immediately of any changes to the Subscriber's details, such as changes to the Subscriber's name, address, email address, or bank account number.
  2. Cineville is never liable for incorrectly entered data by the Subscriber. Any damage – in whatever form – suffered by the Subscriber due to incorrectly entered data cannot therefore be recovered from Cineville. The risk of the accuracy and completeness of the information provided by the Subscriber is entirely for the account and risk of the Subscriber.
  3. More information about your (customer) data used by Cineville to be able to provide a Subscription can be found in the privacy statement.

Article 10. Customer Service

For questions or complaints about these General Terms and Conditions or the use of the Subscription, payments, loss, damage and/or theft of the Cineville card, terminating a Subscription and/or changing customer data, one can contact Cineville Customer Service. This is reachable via klantenservice@cineville.nl or by letter to Antwoordnummer 11689, 1000 RA Amsterdam.

Article 11. Engagement of Third Parties

Cineville has the right to engage third parties in 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 Cinema can be submitted to the relevant Cinema. After making a reservation via the Cineville website or app, the further financial settlement is handled by the Cinema. In the event of complaints or questions about this, the Subscriber can also contact the Cinema. For questions about the Cineville card, the Subscriber can find many answers on the website (cineville.nl/klantenservice) or can contact Customer Service.

Article 13. Applicable Law and Choice of Forum

Dutch law applies to the legal relationship between Cineville and the Subscriber and all resulting obligations and/or relationships. Disputes between the parties shall be exclusively submitted to the competent court in Amsterdam. Disputes are preferably resolved first via Customer Service or a dispute resolution procedure.

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