Refund Policy

Refund Policy

Thank you for purchasing tickets with us. Please read our refund policy below before completing your purchase:

This Refund Policy applies to tickets purchased through the COCA Theatre website and other official COCA Theatre ticketing channels.

1. Ticket Purchases

Please check your film or event, date, screening time, ticket type, and seat selection carefully before completing your purchase.

Once a booking has been successfully confirmed and paid for, tickets are generally non-refundable, non-exchangeable, and non-transferable, except in the circumstances described below or where otherwise required by applicable law.

A change of mind, scheduling conflict, accidental booking, late arrival, or inability to attend does not automatically entitle the customer to a refund or exchange.

2. Cancellations by COCA

If COCA cancels a screening or event, affected customers will be informed using the contact details provided during booking.

Depending on the circumstances, COCA may offer:

• a refund of the affected ticket;
• an exchange to another available screening or event; or
• another appropriate alternative.

COCA will provide information about the available option(s) when notifying affected customers.

3. Changes to a Screening or Event

Film schedules, screening times, programmes, or other event details may occasionally change due to operational requirements, technical issues, distributor or rights-holder requirements, or circumstances beyond COCA's reasonable control.

Where COCA makes a material change to a confirmed screening or event, affected customers will be informed of any available refund, exchange, alternative screening, or other arrangement, as appropriate.

Minor changes that do not materially affect the booked screening or event do not automatically entitle the customer to a refund.

4. Unable to Attend

If you are unable to attend your booked screening or event for personal reasons, your ticket will generally not be eligible for a refund or exchange.

This includes, but is not limited to:

• change of mind;
• scheduling conflicts;
• illness or other personal circumstances;
• transportation or travel delays;
• incorrect selection of the film, event, date, time, ticket type, or seat during booking; and
• failure to arrive in time for the screening.

Any exception offered by COCA is at COCA's discretion, subject to applicable law, and should not be considered a continuing entitlement or policy for future bookings.

5. Late Arrival and No-Shows

Customers are encouraged to arrive at least 15 minutes before the scheduled screening time.

Late entry may be restricted where necessary to avoid disrupting the screening or other guests.

Late arrival, missed screenings, or failure to attend (no-show) does not automatically entitle the customer to a refund, exchange, credit, or alternative screening.

6. Technical or Operational Issues

If COCA is unable to provide a screening or event due to a technical or operational issue within its reasonable control, COCA may offer affected customers a refund, exchange, alternative screening, or other appropriate remedy.

Where an interruption is temporary or the screening can reasonably continue, the circumstances will be assessed by COCA before determining whether any remedy is appropriate.

7. Dining + Film and Other Package Tickets

Where a ticket includes additional benefits, such as Dining + Film dining credit, vouchers, food and beverage inclusions, or other package benefits, any refund or exchange will be assessed based on the status of the entire package.

If any included dining credit, voucher, product, or other benefit has already been redeemed, used, or consumed, this may affect the amount or availability of any refund.

Dining credits and vouchers are not redeemable for cash unless otherwise expressly stated by COCA or required by applicable law.

8. Promotional and Complimentary Tickets

Promotional tickets, discounted tickets, complimentary tickets, vouchers, memberships, and special offers may be subject to additional refund or exchange conditions communicated at the time of purchase or issue.

Unless otherwise stated, complimentary tickets have no cash value and are not eligible for a cash refund.

9. Refund Processing

Where a refund is approved, COCA will provide information regarding the refund process.

Approved refunds will generally be returned through the original payment method, where reasonably possible.

The time required for a refund to appear may vary depending on the payment method, bank, card issuer, payment gateway, or other third-party payment provider.

Any third-party fees that are non-refundable to COCA may also be non-refundable to the customer, to the extent permitted by applicable law and disclosed to the customer where required.

10. Purchases Through Third-Party Platforms

Where tickets are purchased through an authorized third-party ticketing or payment platform, the refund may need to be processed through that platform and may also be subject to its applicable procedures and processing timelines.

Customers should follow the instructions provided by COCA or the relevant platform when requesting or receiving an approved refund.

11. How to Contact Us

If you believe your booking is eligible for a refund or need assistance with a cancelled or changed screening, please contact us and provide your name, booking reference, and relevant booking details.

COCA Theatre
Titik Dua Ubud
Jl. Cok Rai Pudak No.48, Peliatan
Kecamatan Ubud, Kabupaten Gianyar, Bali 80571, Indonesia

Email: info@titikdua.id
WhatsApp / Telephone: +62 811-9693-9391

This Refund Policy should be read together with the COCA Theatre Terms & Conditions. Where applicable, refunds will be handled in accordance with those Terms & Conditions and Indonesian law.