This Booking Policy applies to all ticket purchases made with Wellington Orbit (“we”, “us”, “our”). By completing a booking, the customer (“you”, "your") enters into a contract subject to the terms set out below. Nothing in this policy affects your statutory rights under UK consumer law.

1. Booking Confirmation

1.1 Tickets are sold for the specific screening, date, time and performance selected at the time of booking.
1.2 It is your responsibility to check booking details at the time of purchase. We are under no obligation to rectify booking errors once a booking has been completed.

1.3. It is your responsibility to ensure that relevant evidence is available for validation by us during your visit for CEA, Meerkat Movies, WOW Membership and other concession-based ticket types. Failure to provide evidence may result in you being refused entry and you will be required to pay the cost difference for a full-price ticket for your age. No refund will be offered in this circumstance. We reserve the right to refuse or ask for supplementary evidence where appropriate, and our decision is final.

1.4 It is your responsibility to present the booking confirmation/collection code upon arrival in order to be admitted to the performance. 

2. Changes to Bookings

2.1 Any request to change a booking, including exchanges or credit requests, must be made prior to the scheduled performance time.
2.2 Once the performance has commenced or has taken place, no changes, exchanges, credits or refunds will be available, except where required by law.

3. Exchanges and Gift Cards

3.1 Where you are unable to attend a booked screening, we may, at our sole discretion, offer one of the following remedies:

An exchange to an alternative screening, subject to availability; or
A gift card to the value of the ticket(s) purchased.
3.2 Gift cards issued under this policy are non‑refundable, have no cash value, and may only be used in accordance with their stated terms and conditions.

 

4. Refunds

4.1 Change‑of‑mind refunds are not offered.
4.2 Where a refund is approved, it will be issued by gift card only.
4.3 Refunds to the original payment method will be considered only in exceptional circumstances, at the sole and absolute discretion of Wellington Orbit management.
4.4 No refund will be issued for screenings that have already taken place, except where required by law.

5. Cancelled or Significantly Delayed Screenings

5.1 Where a screening is cancelled by Wellington Orbit, you will be entitled to either:

A gift card; or
A refund to the original payment method.
5.2 A screening shall be deemed cancelled where the film is delayed by 45 minutes or more from its scheduled start time.

5.3 Our liability in respect of any cancelled screening shall be limited to the face value of the ticket(s) purchased. We shall not be liable for any associated costs, including travel, accommodation, or loss of enjoyment, except where required by law.

 

6. Statutory Rights

6.1 Nothing in this Booking Policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation.

6.2 Where a statutory refund is required, it will be processed in accordance with the applicable legal requirements.

7. Discretionary Review

7.1 Any request not expressly covered by this policy will be reviewed on a case‑by‑case basis.
7.2 You may be required to provide sufficient information, including your name, contact details, booking reference, and screening details, to allow your request to be considered.