Cinejoy Ticketing & Pass FAQ

Do I need an account to buy tickets?

Yes. You need to be logged in to the Creatics platform to purchase tickets or passes. If you don’t have an account yet, you can join for free here and then log in to proceed with your purchase.

What happens after I buy a ticket?

Once you’ve purchased a ticket or pass, the movie or event will become available to you at the appropriate time. For Showcase movies, you can watch anytime during the festival dates after purchase. For Spotlight live events, you can buy in advance, and the Join button will appear only when the live event begins. All your purchased tickets and passes are saved under My Tickets in your account. If you don’t see the event listed or accessible, make sure you’re logged in and check the My Tickets section to access your purchase.

How does payment work? Why do we use Stripe?

We use Stripe as our payment gateway because it is a secure, reliable, and widely used payment processor. Stripe ensures your payment is safe with encrypted, PCI-compliant transactions. When you’re ready to pay, you’ll be redirected to Stripe’s secure page where you can use a credit or debit card, Google Pay, Cash App Pay, or bank transfer where available.

Will I receive a receipt?

Yes. Once your payment is complete, you’ll see a confirmation on the screen, and a receipt will also be emailed to you. The email will come from stripe.com with the subject: "Your Creatics Enterprises (Cinejoy) receipt". If you don’t see the email, check your spam folder or contact us.

How do I know when the live event starts?

The date and time for Spotlight events are listed on the event page and in your My Tickets section. Add the event to your calendar to avoid missing it. We’ll also send reminder emails before the event begins so you’re ready to join on time.

What if I don’t see my purchased event?

First, make sure you’re logged in. Then, go to your My Tickets section where all your purchases are stored and accessible. If you still don’t see your movie or event, contact us and we’ll help resolve it.

What if I have payment issues or questions?

If you experience any problem during payment or have questions about charges, email us at [e-mail] or use the chat feature on the site. We’ll help you resolve it as quickly as possible.

How can I request a ticket refund? 

We’re sorry to hear you’re considering a refund. If something didn’t work out, we’d love a chance to make it right.

Please write to us at [e-mail] or reach out via the Creatics chat assistant and share the reason for your cancellation. Our team is happy to look into the issue and do our best to resolve it quickly.

While Cinejoy tickets are generally non-refundable due to the digital and limited-time nature of our programming, we do review refund requests on a case-by-case basis. If the issue is on our end or remains unresolved after troubleshooting, we’ll be glad to issue a full refund—no hassle.

Refunds are not guaranteed for reasons such as change of mind, schedule conflicts, or user error. However, our goal is always to ensure a great experience, so don’t hesitate to reach out—we’re here to help.