Frequently Asked Questions

Do you have a question?

Here are some of the most common things people are asking us

Tickets purchased online are non–refundable and are not available for exchange. 

No.The listed runtime is the duration of the film. There are approximately 15mins of preshow material including trailers.

If you don’t have access to a printer at time of booking, just bring your smartphone into the box office and we’ll print your ticket for you. 

Yes.Jump onto our website at to bookyour tickets online. You can also book via one of our in cinema kiosks. 

No. All vouchers need to be redeemed at the box office and in person.

With our Palace Nova Loyalty Program - every day is discount day. Why not sign up to receive our best possible pricing - every day. 

We want you to be comfortable so we have allocated seating in our cinemas. Please respect fellow cinema goers and use the allocated seat. If you book online or the kiosk you can choose your own seats.  

We offer both a FREE Palace Nova Star Card membership which gives significant savings, and also a Palace Nova Premium Movie Club which gives you access to our BEST price tickets! See our Loyalty page for more details and to join.

How do I renew my membership?  Visit your MY ACCOUNT page and click on the renew membership option or see our friendly staff at the cinema.

How do I upgrade to Premium membership?  You can upgrade you Star Card to our Premium membership at the cinema, please see our helpful staff, or please email

How do I earn Lumière Dollars?  Our Star Club card holders earn $1 for every $20 spent on ticket purchases. Premium Movie Club member earn $1 for every $10 spent on tickets purchases. You do need to sign in before purchasing tickets, so the Lumiere Dollars are attached to your membership.

How do I redeem Lumière Dollars?  You can redeem your Lumière Dollars on our website by logging in to your account for movie tickets and at the cafe bar for food and beverage purchases.

I have $4 of Lumière Dollars saved, what can I use it on?  Awesome! Let’s say you’ve purchased your movie ticket and you’d like to purchase one of our great handmade choc-tops. Just let the Palace Nova team know that you would like to use your Lumière Dollars, present your card (or your mobile barcode), and you’ll pay the price less $4.

We believe everyone should have access to enjoy the beauty of cinema. Please see our Access and Inclusion for details. 

Eastend – Convenient street and paid parking is available in the Rundle Street area. Click here for a map of paid parking spots in our area.

Prospect – Parking is available in our multi-level car park, with easy access to the cinema. There is also street parking on Prospect Rd, as well as on the side streets.

*Please note that street parking may be limited or restricted due to events and construction. 

Being the first cinema in Australia to reopen post Covid-19, Palace Nova Cinemas has taken several precautions to ensure that you continue to enjoy our usual rich selection of quality cinema in the safest environment possible. 

Social Distancing
Staggered session times and social distancing markers in foyer and cafe bar areas are in place to take the guess work out of proper social distancing measures.

Hand Sanitiser 
Sanitiser stations are available throughout our venues for your convenience.

Increased Cleaning
More frequent and rigorous cleaning programs have been implemented, which include contact surface cleaning and extended cinema cleaning in between all sessions.

Contactless Payment
Please pre-purchase tickets online where possible. Card payments are preferred at the cafe bar.

Staff Wellness
A staff 'wellness' policy has been adopted to ensure safety of all staff and guests involving temperature checks, hand sanitising and more to ensure that everyone who walks through our doors is as safe as possible.

All guests are encouraged to download and turn on the COVIDSafe App prior to visiting Palace Nova Cinemas.

Please stay home if you're feeling unwell. Palace Nova Cinemas are committed to providing a safe and healthy environment for you to enjoy your movie-going experience. Thank you for respecting our staff and your fellow movie-lovers.

Still confused about your issue? Please visit the feedback page and drop us a line