Please familiarize yourself with these General Terms and Conditions of Business of the Blitz-CineStar multiplex (“Blitz-CineStar”), provider of public screening of audiovisual works and other services that are periodically provided at the CineStar multiplexes, before making a decision to use the service, or to make a reservation, order and payment for the service (provided by the service provider, Blitz-CineStar LLC with its headquarters in Rruga Fehmi Agani 79/8, 10 000 Prishtine, Kosovo, unique ID number: 811930438, and/or before entering the premises of the CineStar multiplex in general. If you have any questions or uncertainties regarding the terms of business, please contact us at the email address: [email protected], or directly with the Blitz-CineStar staff.

Acceptance of the General Terms and Conditions

1. By using and/or ordering the service and/or purchasing or otherwise acquiring a cinema ticket for the use of services (including all available sales channels) and/or entering the premises of CineStar multiplex, you accept these General Terms and Conditions of CineStar Blitz-multiplex (“General Terms and Conditions”), as well as all other rules and conditions of use of Blitz-CineStar services that apply at the time of use. If you do not agree with this, please do not use or order services, purchase or otherwise acquire tickets for the use of services, and do not enter the premises of CineStar multiplex.
2. All other questions related to services, payment, as well as the use of CineStar multiplex in general are subject to the valid rules at the time of use.
3. In the case of transferring a ticket from the buyer to a third party, these General Terms and Conditions are transferred and applied to each holder of the respective cinema ticket, as well as to the person who is using, ordering, purchasing or acquiring the service at the relevant time, or who is present in the premises of CineStar multiplex. The buyer is obliged to inform the person to whom they are transferring the cinema ticket about the provisions of these General Terms and Conditions.

Changes to the General Terms and Conditions and Entry into Force

1. Blitz-CineStar reserves the right to modify and/or supplement these General Terms and Conditions at any time, and such changes shall become effective on the day of their publication. By continuing to use the service after the changes to the General Terms and Conditions, it shall be deemed that you accept such modified or supplemented General Terms and Conditions. Blitz-CineStar advises you to review these General Terms and Conditions prior to using, ordering, purchasing, or otherwise acquiring cinema tickets for the use of services or entering the premises of the CineStar multiplex to be informed of any potential changes to them.

Ticket purchase

5. Reservation of cinema tickets is not possible, only for Stars Club Plus members and tiers above if active.
6. Blitz-CineStar reserves the right to limit, enable, or disable the possibility of reservation for certain screenings and/or services and/or auditoriums and/or specific zones within the auditorium and/or certain cinemas and/or for certain specific periods at any time.
7. Cinema tickets can be purchased at CineStar multiplex box offices, on the website, or through the iCineStar application.
8. The online purchase of cinema tickets (website and iCineStar application) is regulated in accordance with the General Terms and Conditions of Internet payment.
9. Cinema tickets can be paid for in cash or by bank card.
10. Children pay the full price of a cinema ticket regardless of age.
11. The prices listed on the cinema ticket price list, which is available on the website and at the cinema box office, apply to the purchase of cinema tickets for a particular screening or service. The price of the cinema ticket includes VAT. Product prices are subject to change until the start of the purchase or reservation of tickets, about which Blitz-CineStar will inform the customer in a clear and understandable manner.
12. A fee for online processing is charged for each ticket purchased online (hereinafter referred to as the Online Fee).
13. The online fee is 0,15 € including VAT, (0,13 € net) regardless of the ticket price. When purchasing tickets online, the price is shown as the sum of the ticket price and the online processing fee.
14. The online fee is charged per ticket, not per transaction.
15. When purchasing cinema tickets in cash, the customer is obliged to count the returned money on the spot because we do not accept subsequent complaints. Blitz-CineStar reserves the right to change prices.
16. The visitor is obliged to check the data on the desired service, time and place of the screening, and all other data immediately after receiving the cinema ticket, as subsequent complaints will not be considered.
17. Cancelling purchased tickets or services is not possible. Exchanging a purchased ticket or service for another service is possible no later than one hour before the start of the screening for which the cinema ticket was purchased, exclusively at the cinema box office, except in the case of special promotions (1+1 free, tickets purchased at a discounted price…), for the same screening due to a change of seating and for cinema tickets purchased in advance, for which no exchange or refund is possible. Advance sales mean that tickets are released for sale a week or more before the date of the screening of a film.
18. The customer is not entitled to compensation for an unused or partially used (due to lateness) or lost cinema ticket.
19. Refunds (money, bonus tickets, points…) cannot be requested for purchased cinema tickets that have not been collected.

1. Refunds for Gold Class Gift Vouchers and Gift Cards are not possible.
2. In case of cancellation or non-use of the purchased service “Your Private Cinema” by the customer, refunds are not possible. It is possible to change the date or time of the “Your Private Cinema” service upon request by the customer submitted no later than 48 hours before the initial date/time of the service.
3. Cinema tickets (coupons/vouchers) won in prize games, regardless of the organizer of the prize game (CineStar or business partner), cannot be used for premium formats (4DX, Gold Class, ScreenX, Gaming Hall etc.), pre-premiere screenings, spectacles and documentaries. Surcharge for the length of the film, VIP and LOVE BOX seats, ROYAL BED seats and 3D projection are possible, according to the currently valid CineStar price list.

Service “My CineStar Tuesday”

23. The service is provided by Blitz-CineStar to all users who purchase a ticket for a screening that takes place on Tuesdays, and this can be done online through the iCineStar app, on CineStar website or at the CineStar box office.
24. When using the service, Blitz-CineStar does not guarantee a seat in the hall.
25. Users can obtain a cheaper cinema ticket by purchasing tickets at the Blitz-CineStar box office, online through the CineStar website and iCineStar app.
26. A registered user can pay for their cinema ticket in cash or with bank card. When using the Stars Club membership to pay for the service, points are recorded on the card. The cheaper cinema ticket price, i.e., the service, does not apply to special screenings, Spectacles, previews, and Gold Class. Add-ons (3D, eXtreme, screenX, Dolby, 4DX, VIP seats, LoveBox, ROYAL bed seats, and supplement for movies longer than 120 min/140 min) are charged at full price for the cheaper cinema ticket within the service.
27. Blitz-CineStar reserves the right to exclude certain films and screenings shown on Tuesdays from the “My CineStar Tuesday” service. Accordingly, the ” My CineStar Tuesday ” service does not apply to previews, concerts, sports events, opera, and other content determined by Blitz-CineStar. In such cases, the ticket is charged at full price according to the price list.
28. Limitations of the cheaper cinema ticket within the ” My CineStar Tuesday ” service:
29. It is not possible to pay for the ticket in partial amounts, e.g., partly in cash and partly with Stars Club points or vouchers.
30. It is not possible to request the difference in amount between the regular ticket price that the visitor won in a contest and the cheaper ticket price within the ” My CineStar Tuesday ” service.
31. The “My CineStar Tuesday” service cannot be applied to birthday packages, exceptional screenings, and group discounts;
32. The ” My CineStar Tuesday” service does not apply to Gold Class cinema, Spectacles, previews, and other content determined by CineStar (concerts, sports events, etc.).
33. The “My CineStar Tuesday” service is not available on holidays, public holidays, and for preview screenings;
34. Add-ons are charged at full price for the cheaper cinema ticket within the “Moja CineStar Srijeda” service according to current price list.

Box-Office counters

1. For the working hours of ticket sales booths, please check the website and working hours info.
2. Ticket sales booths close half an hour after the start of the last screening.

Entrance to the cinema theaters

1. The right to enter the cinema hall is obtained by presenting a valid cinema ticket or confirmation of purchased tickets.
2. Entry into the cinema hall without a valid cinema ticket is prohibited. Blitz-CineStar reserves the right to check the right to enter as well as the basis for obtaining a discount and, in case of the lack of mentioned documents, to prohibit entry into the hall and remove the visitor from it. For this reason, the visitor is required to have a cinema ticket and proof of the right to obtain a discount (such as a student ID card, etc.) until the end of the projection.
3. Visitors who want to enter the hall after the start of the projection will be allowed entry at the discretion of Blitz-CineStar staff, only if it does not disturb other visitors.
4. Bringing weapons, digital cameras, and similar devices for image or sound recording is not allowed.
5. Only food and drinks purchased at the CineStar multiplex sales points are allowed in the hall. Blitz-CineStar reserves the right to prohibit entry into the hall if the visitor has products purchased elsewhere and has the right to keep such products until the end of the projection and then return them to their owner.
6. Bringing animals (of any kind) into the hall is not allowed, except for guide dogs for blind people and people with special needs. Guide dogs for blind people and people with special needs can attend the projection or service provided they have a muzzle and are on a leash and with a show of their ID/passport proving that the dog is trained as a guide dog. There is no fee for them.
7. In CineStar Megaplex Prishtina Mall, there are halls with secured seats for people with disabilities. It is recommended to check in advance the adaptability of the hall to the specific visitor’s needs.

Behavior in the premises of the CineStar multiplex and theaters

1. The visitor is obliged to sit in the seat indicated on the ticket and to behave carefully and responsibly towards the property and premises of CineStar multiplex and cinema halls.
2. It is not allowed to disturb other visitors during the screening.
3. Mobile phones should be turned off, and the use of any device capable of recording images or sounds during the screening is not allowed.
4. The use of roller skates, inline skates, skateboards, and similar items is not allowed in the indoor premises of the CineStar multiplex.
5. After a warning, Blitz-CineStar staff may remove visitors from the screening without the right to a refund of the ticket price if:

• they do not occupy the seats indicated on their cinema ticket;
• their behavior disturbs other visitors during the screening;
• they are, in the opinion of Blitz-CineStar staff, under the influence of alcohol or other drugs;
• they smoke in the CineStar premises, including cinema halls;
• they leave food scraps or in any other way dirty or damage the premises or property;
• they bring weapons or other prohibited items (drugs, etc.) into the CineStar premises, regardless of whether they will use these items in the cinema hall or not;
• they bring food and/or drinks purchased outside the CineStar premises into the CineStar premises, including cinema halls, without the permission of Blitz-CineStar staff.

1. At the end of the service, visitors must leave the cinema hall through the marked exits. It is not allowed to remain in the cinema hall after the screening has ended.
2. At the end of the screening, the visitor is obliged to return 3D glasses to the cinema staff (if they attended a 3D screening  and did not bring their own 3D glasses).
3. The use of electronic cigarettes (e-cigarettes) and similar products is prohibited in the CineStar premises.
4. In the CineStar premises, the visitor is obliged to respect the regulations related to the limitation of tobacco product use in force.

General information about 4DX system

1. The 4DX system uses 4DX motion seats that are programmed to move and vibrate during 4DX shows in combination with special ambient effects including air or wind blows, water spray, fog, mist, bubbles, scents, and flashing lights. By these General Terms and Conditions, CineStar wants to appropriately inform about all the features and potential hazards that arise and/or may arise from such movements and physical sensations in case of non-compliance with safety rules and instructions and, where applicable, on the obligation to prohibit the use of 4DX services or specifically 4DX motion seats. 4DX effects depend on each film shown in the 4DX theater, and we cannot influence their intensity, since CineStar does not program 4DX effects, but we receive them in digital form for each movie.
2. 4DX motion seats use intense movements and strong vibrations that can be dangerous and cause serious injuries during 4DX shows if safety rules contained in these General Terms and Conditions are not followed.

• Visitors with health problems or injuries should seek medical advice before using 4DX motion seats.
• During the show, except in cases of extreme necessity, standing up or moving around the 4DX theater is prohibited. Visitors who stand or move should return to their seats or leave the theater as soon as possible.
• Please pay special attention when entering, sitting or moving around the 4DX theater to ensure that clothing, personal belongings, or any part of the body are not caught between the 4DX motion seats and the walls or stairs.
• CineStar and 4DX are not responsible for the loss or damage of improperly stored items.
• In case of bringing food and drinks into the 4DX theater, please pay special attention to ensure that food and drinks are not spilled. If you drop items or spill liquids during the screening, please refrain from leaving your seats to retrieve such items and do not take any other action until the end of the show.
• For safety reasons, the use of child or extra seats and sitting on laps is strictly prohibited. Children under 4 years of age are not allowed to watch 4DX shows for safety reasons. Also, because 4DX motion seats can collide with other 4DX motion seats in front of or behind them, all children should sit next to, not in front of or behind, the person accompanying them.
• Please do not stand on footrests and be careful when moving around the theater to avoid tripping or falling over footrests.

55. It is strictly forbidden to bring fans, bubble devices, strobe lights, and fog machines into contact with foreign objects, including body parts, clothing, personal belongings, food, and drink, as they can cause serious injury and equipment damage. All foreign objects must be prevented from coming into contact with 4DX equipment at all times.

Wind: Please pay special attention to securing loose items such as scarves or hats that may be blown away during wind effects, as such items can cause equipment malfunctions. In the event that items are blown away during a 4DX show, visitors are strictly prohibited from collecting such items during the show. All items will be returned after the show with the assistance of CineStar staff.

Smell: Depending on the plot of the movie, smell effects similar to burning chemicals or smoke may sometimes be used. We ask all visitors not to panic in such cases because they are only effects, and in the event of any malfunctions or problems, all visitors will be notified by CineStar staff and escorted out of the hall in time.

Bubbles: The bubble liquid used during 4DX shows contains the same ingredients as regular washing detergent and should not cause damage to clothing, but may damage other personal items or stain sensitive materials such as leather or silk. We ask all visitors to store sensitive items before the show to prevent stains or damage.

Water: The spray water used during 4DX shows is purified and should not cause physical injury, but may wet clothing, damage moisture-sensitive clothing, cause light odors, and affect makeup. In addition, such water may cause discomfort when using 3D glasses. Sensitive items such as leather or silk products should be stored before the show to prevent stains or damage.

Prohibition and restriction of the use of 4DX service

4DX moving seats use intense movements and vibrations that can be harmful to certain categories of people. To prevent accidents or injuries, the following persons must not use 4DX moving seats or attend 4DX performances: a. Persons with health problems such as high blood pressure, heart diseases, back or neck injuries, epilepsy; b. Elderly persons, disabled persons, or blind persons (see also point 57); c. Pregnant women; d. Persons prone to motion sickness or physically or mentally sensitive persons; e. Persons under the influence of alcohol; f. Children under 4 years of age (children between 4 and 7 years old must be accompanied by an adult); g. Persons below 100 centimeters in height; and h. Due to the specifications of 4DX moving seats, persons weighing over 120 kilograms.

Due to safety risks, please watch the appropriate performance in a different format (not 4D format) if you belong to any of the above-mentioned categories of persons.

1. Please understand that the Service Provider for blind or disabled visitors must apply increased attention in each individual case to determine whether the aforementioned categories of visitors can safely watch the 4DX performance. For greater safety protection, such categories of visitors may require a helper or caregiver to attend the 4DX performance only after an authorized person from CineStar determines that it is justified in the particular case. Visitors who have been determined to be able to watch the 4DX performance must be fully informed of the included safety risks (which are listed in these General Terms and Conditions) and will be provided with assistance when seating them in the hall.
2. During the 4DX performance, you are obliged to comply with the safety warnings and instructions of the CineStar staff.
3. The following are not possible for 4DX performances:

1. Replacement of vouchers (if not 4DX voucher);
2. Additional charges;
3. Senior discounts;
4. CineStar coupons and vouchers (except in the case of specially agreed vouchers);
5. Cancellation of tickets.

Instructions for using the 4DX service and responsibilities

1. In order to fully enjoy the 4DX format movie:

• we advise you to use the restroom before the show if necessary and to secure valuable (such as mobile phones, etc.) and sensitive items (such as silk scarves, etc.);
• please be careful when moving around the 4DX theater and do not stand on footrests and remain seated until the end of the show;
• during the show, watch your belongings so they don’t fly away or get stuck due to the movements and effects of the 4DX system, which could cause malfunctions;
• please be particularly careful if you bring hot drinks, food, or ice cream into the 4DX theater and, in the event of dropping an item or spilling liquid, remain seated until the end of the show;
• for safety reasons, the use of children’s or additional seats and sitting in laps is strictly prohibited;
• expect to get a little wet – it’s part of the 4DX experience!;

1. You watch the 4DX show entirely at your own risk.
2. Blitz-CineStar is not responsible for any damage that may occur due to the audience’s actions contrary to the safety instructions and warnings given in these General Terms and Conditions.
3. Blitz-CineStar is not responsible for any loss, damage, or any other event that may occur during the 4DX show. CineStar is not responsible for any damages that may result from improper or contrary actions to these General Terms and Conditions during the 4DX show under any circumstances.

The right to change the theater and program

1. Blitz-CineStar reserves the right to change the screening room for which you have purchased cinema tickets, and you have no right to any claims against Blitz-CineStar in this regard.
2. Blitz-CineStar reserves the right to cancel a screening, as well as to make changes to the schedule or timing of screenings. In these cases, for a purchased cinema ticket, you have the right to request a refund, provided that you present the receipt for the purchased cinema ticket for which a refund is requested or exchange it for the same screening at another time.

Responsibility for belongings

1. The visitor is obligated to take care of personal belongings and keep them under their own supervision during the entire duration of the screening. Blitz-CineStar is not liable if the belongings are lost, destroyed, or damaged due to circumstances that could not have been avoided or resolved, or due to the actions or omissions of the visitor.
2. We recommend that valuable items are not brought into the premises of the CineStar multiplex, or that their safekeeping is arranged outside the premises. CineStar is not responsible for the loss or damage of such items.
3. Blitz-CineStar will exceptionally accept money, valuables, securities, and other valuable items that the visitor brings and wishes to deposit for safekeeping, unless it determines that it does not have suitable premises for their storage in a particular case, or if they are of excessive value compared to the type and category of the facility, if they are dangerous, bulky, or if their safekeeping exceeds the capabilities of Blitz-CineStar due to another justified reason. The visitor is obliged to contact the staff of Blitz-CineStar for all such items.
4. Blitz-CineStar is not responsible for lost or missing items that the visitor did not previously deposit for safekeeping according to the preceding point.

Parking

1. The parking is free as a part of Prishtina Mall.

Prohibition of audio and video recording

1. Audiovisual works and other works that are displayed and used during the provision of services are works protected by copyright and other intellectual property rights. Unauthorized reproduction, distribution, storage, taking other actions for distribution, public display or making available to the public such works constitutes a criminal offense. For this reason, any recording including audio and video recording during the film screening (even for private purposes) is not allowed.

Protection of Your Data

1. If it is necessary to provide certain personal data and data about your bank card for the purpose of using the service, the collection and processing of such personal data is subject to the Company’s Privacy Statement, which describes in detail how we use your data, what rights are guaranteed to you by the Data Protection Regulation, and how to exercise them.
2. All user card data is encrypted with a GeoTrust EV SSL certificate for maximum security and data protection.
3. To ensure the complete protection of your data, confidential card information (card number, expiration date, and CVV code) that you provide is not stored on the CineStar server. The CorvusPay system may store information about your bank card if you choose to save data on the payment page. In that case, it is not necessary to re-enter your bank card data during the next online payment.
4. The transaction via your card is managed by a third party (CorvusPay), which receives credit card number and other personal data exclusively for identification and transaction approval. CorvusPay takes care of the security of your data during credit card authorization. Data transfer is secured using the TLS security protocol. Blitz-CineStar is not responsible for any unauthorized use of your personal data and/or credit card number.
5. Blitz-CineStar uses video surveillance in accordance with the Law on Protection of Personal Data, the General Data Protection Regulation, and the Law on the Implementation of the General Data Protection Regulation for the protection of persons and property, or based on the legitimate interest referred to in Article 5 of the Law on Personal Data Protection. Details regarding personal data collected through video surveillance are regulated by the Company’s Privacy Statement.

Complaints

1. All complaints, besides e-mail [email protected]  can be submitted in person at the Blitz-CineStar business premises, as well as sent in writing o the following address:

Blitz-CineStar LLC
Rruga Fehmi Agani 79/8, 10000 Prishtine
Unique ID number: 811930438

Blitz-CineStar will respond to your complaint within 15 days from the date of receipt of the complaint.

In case the consumer is not satisfied with the response of Blitz-CineStar or does not receive a response within 15 days, the consumer may file a request for protection of his/her rights before competent inspectorate under the Ministry of Industry, Enterpreneurship and Trade.

Excluded right to unilateral termination in contracts concluded at a distance (online).

1. Since the public display services of audiovisual works represent services under Article 49 paragraph 1.12 of the Law on Consumer Protection, specifically services related to leisure time, where the provision of services is agreed upon on a specific day or for a specific period, we inform you that you do not have the right to unilaterally terminate the contract concluded at a distance as provided under Article 42 of the Law on Consumer Protection.

Liability limitation

1. You use Blitz-CineStar services solely at your own risk. Blitz-CineStar is not responsible for the content of the service, i.e. the content displayed in the projections. Blitz-CineStar is liable for material defects of the service in accordance with the provisions of the Obligations Act.
2. Blitz-CineStar is not liable for any damage that may arise from the actions of visitors or third parties contrary to these General Terms and Conditions.
3. Blitz-CineStar is liable only for damage caused by intent or gross negligence.
4. The maximum amount of damages for which Blitz-CineStar is liable under the contractual relationship related to the relevant service is limited to the amount paid for that service.

General provisions

1. The positive regulations of the Republic of Kosovo shall apply to the relationship between you and Blitz-CineStar. In case of dispute, the Kosovan court shall have jurisdiction.

In case of dispute between the consumer and Blitz-CineStar, the consumer may file a lawsuit before Kosovan court.