Terms of Service
Last updated October 24, 2026.
The service
CineConcierge answers inbound theater phone calls and, when a theater enables SMS, inbound texts about showtimes, hours, ticket prices, and theater policies. We do not sell tickets on the phone or by text. The theater remains responsible for its own box office, films, and guest policies.
Accounts and billing
Theater customers sign up for a plan (Starter or Growth; Dormant after a paid month), pay through Stripe, and keep login and location settings accurate. Minute and SMS pools are described on the pricing page and in the admin dashboard. If minutes are exhausted, callers may be transferred to staff instead of automatic answering.
New Cinema Relations support staff may access your HQ to provide support, fix problems, or when you ask. Every access is logged, and you can ask for a record of access to your account.
Acceptable use
Do not use the service for unlawful content, spam, or marketing blasts. Custom AI Persona is a paid add-on: your own AI name, voice, tone, catchphrases, sound clips, or a custom AI persona. Personality and voice settings must not impersonate a real person or a copyrighted film character. NCR may suspend a line that violates carrier, Twilio, or these terms.
SMS program terms
Guests opt in by texting the number shown on that theater’s location page, or, if the theater offers it, by saying a clear yes on a call. After a clear yes, the assistant confirms the last 4 digits of the number. If the theater offers it, a caller may be offered: a back-in-stock alert the guest asks for (may include one photo of the item); a note when a title they asked about is booked; a link to apply for a job; a deposit link plus at most one reminder if unpaid. Back-in-stock and booked alerts only go out if it happens within 90 days. We never ask for a card by text. We never send marketing texts. Messages are transactional customer care, not promotions. Guest texting starts once the carriers approve the theater’s texting registration.
The texting setup fee is a one-time charge of $49 plus applicable tax, charged before we file your registration. It is non-refundable, except for duplicate payments and as stated here. If carriers reject the registration, your first resubmit is free. If a filing attempt fails, we will retry at no additional charge, and if we have not filed within 30 days of payment for reasons within our control, you may request a refund of the fee.
Message frequency: we text when the guest texts in or says yes on a call; up to 5 messages per day. Message and data rates may apply. Re-opt keywords after STOP: START, UNSTOP, or YES.
Carriers are not liable for delayed or undelivered messages.
Reply STOP to cancel. Reply HELP for help, or email support@newcinemarelations.com.
We do not share, sell, or rent mobile phone numbers or text opt-in information to third parties or affiliates for marketing or promotional purposes. See the Privacy Policy.
Bookings
Private parties, rentals, and HQ-listed events are optional. The theater sets event types, including whether a fixed deposit applies and whether that deposit counts toward the total. The phone assistant never takes a card. When Stripe Connect Standard is connected and a deposit is set, we email a Checkout link to the adult booker. Deposit links are emailed, and if the theater offers it, texted only if the guest says yes on the call. The theater is the seller via Stripe Connect. NCR’s platform fee on that charge is off. A deposit booking confirms only when Stripe reports the payment paid. Without Connect, or with deposit set to none, the booking is request-only until the theater confirms. Holds last 24 hours (48 optional) inside the theater’s minimum notice window. Each event type has its own deposit and refund window (default 7 days). Ordinary movie tickets follow the theater’s own refund policy. Off in Quebec. The booker must be an adult. We do not collect child names or health notes. Booking records are kept 36 months.
When you say yes on a call to a text, we record the theater, what you asked for, your number, and the time, and keep that record for 36 months.
All booking times are shown in the theater's local time.
If a hold ends without a paid deposit, we'll send the booker one email letting them know.
If the theater cancels a booking, the booker gets a full refund of any deposit.
Streaming parties: You're responsible for having the rights to anything you show. No admission may be charged, and the event can't be advertised to the public. The theater may stop any content that isn't licensed or appropriate, and no refund is due for content stopped for that reason. The theater also reserves the right to stop offering streaming parties, including for a party already booked. If it does, the theater will let you know as soon as possible and offer you either one of its current movies or cancellation with a full refund of your deposit.
We never ask for a card by text.
CineConcierge will never ask a guest to pay by text or over the phone.
AI answers
Answers are generated from the theater’s profile, hours, and loaded showtimes. Listings can be incomplete if a ticketing feed is down. The service may transfer to staff or offer voicemail when it cannot help. Do not treat an automated answer as a ticket sale or a guarantee of a seat.
Disclaimer of warranties
The service is provided “as is” and “as available,” without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose, and non-infringement, to the extent allowed by law. NCR does not warrant that the service will be uninterrupted or error-free, or that an automated answer is complete.
Limitation of liability
To the extent allowed by law, NCR is not liable for carrier outages, ticketing-system downtime, or a guest’s reliance on an automated answer. NCR’s total liability for claims arising out of the service is limited to the fees the customer paid NCR in the 12 months before the claim.
Governing law
These terms are governed by the laws of the State of New York, without regard to conflict-of-law rules. Disputes are heard in the state or federal courts located in New York.
Changes
NCR may update these Terms. We will post the new version on this page and update the “Last updated” date. Material changes will also be sent to the billing email on the account. Continued use after the effective date is acceptance of the updated Terms.
Termination
Either side may end the service. The customer may cancel in the billing portal or by emailing [email protected]. NCR may suspend or terminate a line that violates these terms, carrier rules, or the law. After termination, voicemails follow the 90-day retention (with the same warning and keep options while the files remain), and call records follow the 36-month schedule, then are deleted. We may keep billing records as required by law.
If you brought your own number to CineConcierge, it stays yours. After service ends, we'll hold it and email you how to transfer it. Numbers not transferred within 30 days after the hold ends may be released.