Refund Policy
In short
- Not watched yet? We will refund you, up to the moment you press play.
- Already started watching? We cannot refund, because the film has been delivered.
- Something went wrong technically? Tell us and we will fix it, reissue your ticket, or refund you.
- Bought twice by mistake? We will refund the duplicate.
The rest of this page explains those in full.
1. Before you buy
A ticket is a licence to stream one film within a limited window. Before paying, please check the release date, how long your access lasts, how many devices it covers, and the age rating. All of it is shown on the ticket page.
2. Your right to cancel
A film you stream is digital content supplied online. Consumer law in several countries gives you a short cancellation period for online purchases — but that right is lost once delivery of the digital content begins, if you have asked for it to begin and acknowledged that you lose the right.
At checkout we ask you to confirm both. In practice this means:
- Before you press play — you may cancel and we will refund you in full.
- After you press play — the film has been delivered, and the right to cancel no longer applies.
If you are a consumer in the United Kingdom, this reflects the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you are in Nigeria, your rights under the Federal Competition and Consumer Protection Act 2018 are unaffected by this policy.
3. When we will refund you
- You have not started watching, and you ask us before your window closes.
- You bought the same ticket more than once by accident.
- We withdraw or postpone a film while you hold an unused ticket.
- A fault on our side prevented you watching and we could not put it right.
- Your ticket was bought fraudulently through your account without your knowledge.
4. When we cannot refund you
- You watched the film, in whole or in part.
- You did not get round to watching it and your window expired. We send a reminder before this happens.
- You did not enjoy the film. We understand, but taste is not a fault.
- Your device, browser or internet connection could not support playback, and the trailer played correctly for you. The trailer uses the same technology and is there to test with.
- You breached our Terms of Service and we closed your account.
5. If something goes wrong technically
Please tell us before you ask for a refund — most problems are fixable in minutes, and we would rather you saw the film.
Email support@lanternfilmhouse.com with your order number, the device and browser you are using, and what you are seeing. If we cannot resolve it, we will reissue your ticket with a fresh window or refund you in full, whichever you prefer.
If a fault on our side interrupts you mid-film, we will extend your window so you can finish.
6. How to ask for a refund
Email hello@lanternfilmhouse.com with:
- your order number, from your confirmation email
- the email address on the account
- the reason for the request
We aim to respond within 2 working days, and to decide within 5.
7. How refunds are paid
Refunds go back to the original payment method. We cannot refund to a different card or account.
Once we approve a refund we process it within 5 working days. Your bank or provider may take several days more to show it — that part is outside our control.
Refunds are made in Nigerian Naira for the amount paid. If you paid on an international card, the amount you receive may differ because of exchange rates.
8. Chargebacks
If you have a problem, please come to us first. Raising a chargeback with your bank before contacting us costs us a fee even when the claim is withdrawn, and we may suspend the account while it is investigated.
9. Complimentary and discounted tickets
Tickets issued free of charge or through a promotional code carry no cash value and cannot be refunded. Where a discount was applied, any refund is for the amount actually paid.
10. Contact
hello@lanternfilmhouse.com