FAQ VOX
General Information
Where is VOX Cinemas located?
Mall of Egypt location can be found on the Find us page.
What are the different types of Movie Ratings?
These are the details for each rating, as stated by the Ministry of Culture.
| 18TC | Rated 18+ until confirmed by the Ministry of Culture. Entry to the cinema must comply with the age restriction of final confirmed rating. Booking prior to confirmed rating, is at customers discretion. |
| 18+ | No persons under 18 years of age will be admitted. Babies not allowed. |
| 16+ | No persons under 16 years of age will be admitted. Babies not allowed. |
| 12+ | No persons under 12 years of age will be admitted. Babies not allowed. |
| PG | Parental Guidance is required. |
| G | General Exhibition - open for all ages. |
Please note that it is against the law for underage people to enter Restricted Movies, even with their parents. You may be asked for identification to prove your age.
Will cinema staff ask for ID?
Yes, cinemas staff can ask for photo identification as proof of age. You will be refused entry to the movie if you cannot provide an identification document to verify your age.
What is the minimum age to pay for a ticket?
Children under 3 years old can enter the cinema for free. Please note: this does not entitle the child to a seat. 3D Glasses will need to be purchased as an extra.
Is smoking permitted in the cinema?
Smoking in not allowed within the VOX Cinemas location. This includes the foyer, cinemas and washrooms.
Can I bring young children to the cinema?
Babies and toddlers under age of 4 year old will not be permitted inside the cinema for any movies after 6pm - except for the KIDS Cinema experience.
Please do not bring young children to Gold and 4DX Cinema experience.
Do your cinemas provide spaces for wheelchairs?
Our cinemas have allocated wheel chair seats in the screens. Please check availability and purchase a ticket at the ticket counter.
Can I see what subtitles are displaying on a movie?
Yes, the subtitles are listed on the movie information pages.
Can I bring food from outside into the cinemas?
Food and beverages purchased outside the cinema are not permitted inside the cinema.
How much do 3D glasses cost?
3D glasses cost 15 EGP each. Your 3D glasses can be re-used.
Where do I collect my 3D glasses?
3D glasses can be collected from our staff at the ticket counters and candy bar in the cinema.
Stored Payment Options
Log in as a VOX member to store you credit or debit cards to your VOX member account.
Your Account
What are the benefits of creating a VOX Member account:
- Quicker booking with saved contact details
- Stored payment details
- Access to your upcoming and past movie purchase history
How do I reset my password?
Please reset your password by selecting the forgotten password link found on the login page.
Bookings
Is there a booking fee for online purchases?
No, there is no fee for online ticket bookings.
What forms of payment do you accept for online bookings?
We accept VISA and MasterCard for online bookings.
How do I use my E-ticket?
Your E-ticket is the QR Code and Booking ID included on your booking email or stored on your Apple Wallet. Simply present this E-ticket at the cinema ticket counter or candy bar to collect your printed tickets. Please note this is a receipt only. A printed ticket must be collected at the cinema to enter the movie.
How many tickets can I book online?
You may purchase a maximum of 10 tickets per booking. You may complete as many bookings as you would like.
What should I do if I don't receive my booking receipt email?
Please email us through the contact us form. Provide your name and the first 6 and last four digits of your bank card. If you wish to visit the cinema, please provide proof of the purchase at our ticket counter (eg a bank statement).
How do I make group or private bookings?
Please email us at vox.moeg@maf.co.ae with details of the cinema, size of group and event that you would like to organize.
Refund Policy
VOX credit is our version of a credit note. We do not issue cash refunds, but if you change your mind about a purchase made online up to 30 minutes before the movie start time, you will be issued a refund in the form of VOX credit. 1 VOX credit = 1 EGP. The full amount (plus any associated booking fee) will be credited into your VOX wallet and can be used for future online purchase at VOX Cinemas.
VOX credit can be used on any future purchased at egy.voxcinemas.com and is automatically applied at checkout. VOX credit cannot be exchanged for cash.
NOTE: Refunds cannot be made on guest bookings and bookings that have used a promotion, bank or teclo offer.
Cancellations or booking changes are not possible in the following cases:
- Movie schedule time starts in less than 30 min
- Tickets have been collected at the kiosk or scanned
- Discounted tickets from bank or telco offers
- Tickets with F&B purchases that have been activated via Prepare Now or QR Code
- Tickets can’t be refunded or exchanged at the kiosk
How to request a Refund
To request a refund, go to “My Account”, view “Past Purchases” and click "Manage Booking". If your purchase is eligible for a refund, a "Refund Booking" button will be visible. Please allow up to 30 minutes for the refund amount to be credited to your VOX Wallet.
VOX Credit Terms & Conditions
- This feature is only available for bookings made from registered accounts
- Credit is valid for 90 days from date of deposit and can be viewed in My Account > WALLET. After 3 months, the credit will automatically expire.
- VOX credit can only be used online
- 1 VOX credit = 1 EGP
- VOX credit cannot be exchanged for cash
- At checkout, any available VOX credit will be applied to your order automatically
- VOX credit can be used on both tickets and F&B
Can I exchange my ticket?
Booked a ticket and can’t make a session? Don’t worry about it! You can request a refund by contacting our Call Centre hotline at least 30 minutes before your scheduled session. Registered users will also have the option to receive their refund in the form of VOX Credits. Simply log in to your account to explore this feature. For more details, visit voxcinemas.com.
Terms and Conditions:
- Tickets purchased with any bank offers are non-refundable and non-transferable.
- This option is not valid in conjunction with any special promotions or offers at VOX Cinemas.
- Exchange is valid on online ticket purchases made through the website and VOX app only.
- Subject to approval.
Where can I see my VOX credit and activity?
You can view your VOX credit and activity on the “Wallet” section, which can be found in "My Account" on the VOX Cinemas website or app.
Why can't I see my VOX credit at checkout?
To view your VOX credit, you must be logged into your account. If you are logged in, any balance from your VOX credit will be automatically applied to your basket total at checkout. You will also have the option not to use your VOX Credit if you want to save it for later. However, it must be used within 3 months.
What if I do not have a registered VOX account?
You can swap your ticket for another session. This is limited to the same type of ticket. Please contact our support team or visit the cinema to support with this. Please request this at least 30 minutes before showtime.