Verified: 31 July 2026 05:30 am IST
Industry: Cinema Exhibition and Entertainment
Jurisdiction: India
Primary Regulator: Department of Consumer Affairs (Legal Metrology & CCPA)
Important Safety Warning: Beware of the “Fake Ticket Refund Scam.” Scammers frequently buy ads on Google displaying fake PVR INOX customer service helplines. This is a scam. PVR INOX staff will never ask you to download a screen-sharing app (like AnyDesk) or ask for your UPI PIN to process a “refund” for a cancelled show.
Level 1: Customer Support (Initial Complaint)
How to complain: Do not search for random phone numbers online. Open the PVR INOX App or website and navigate to the ‘Customer Experience’ / ‘Feedback’ section (pvrcinemas.com/feedback). You can submit an online request, email their central support desk at feedback@pvrinox.com, or call their official national helpline at +91-8800900009. They also offer WhatsApp support at +91-8800989898. You must ensure you receive a unique ticket or reference number.
Availability: The Contact Centre and WhatsApp support operate daily from 9:00 AM to 10:00 PM IST.
Timeline: Standard resolution for billing, food quality, or ticketing issues is typically within 48 to 72 hours.
Level 2: Internal Escalation (Cinema Manager)
Who to contact: If Level 1 fails, or if your complaint involves a severe on-site issue (e.g., hygiene, AC failure, staff misbehavior, or being overcharged above MRP at the concession stand), you must escalate internally. If you are still at the cinema, immediately request to speak to the Duty Manager or Cinema Manager. If you have left, you must reply to your Level 1 ticket email (feedback@pvrinox.com) and explicitly request that the complaint be escalated to the Regional Manager for that specific cinema location.
Timeline: The internal grievance desk must review the escalation and provide a reasoned resolution within 7 to 10 days.
Level 3: Final Internal Escalation (Corporate Office)
Who to contact: If the local management and regional escalation desk fail to resolve the issue to your satisfaction, you must escalate to the final internal authority at their Corporate Office. Written legal notices must be sent via physical post to: Grievance Officer, PVR INOX Limited, Corporate Office: Block A, 4th Floor, Building No. 9A, DLF Cyber City, Phase – III, Gurugram, Haryana – 122002. (Note: The Mumbai address is their Registered Office for SEBI/Investor relations, but operational consumer complaints are handled in Gurugram).
Timeline: The Corporate Office must respond within 15 to 30 days as per internal corporate guidelines.
Level 4: Regulatory Authority (National Consumer Helpline)
Authority: Department of Consumer Affairs (National Consumer Helpline).
Portal/Contact: If PVR INOX’s Corporate Office rejects your claim, or the company fails to refund a wrongly charged amount, you have exhausted internal remedies. You must register your grievance on the National Consumer Helpline (NCH) by calling 1915 or visiting consumerhelpline.gov.in. You can explicitly cite “Legal Metrology Rules” if the cinema was selling packaged water or food above the printed MRP.
Level 5: Legal Action (Final Step)
Pre-Litigation: Ensure you have documented all correspondence, including the final rejection from the Corporate Office, to serve as evidence for the Consumer Commission.
Court/Arbitration: If pre-litigation fails, file a formal complaint for “Deficiency of Service” or “Unfair Trade Practices” against PVR INOX Limited. You can file this case entirely online with the District Consumer Disputes Redressal Commission using the government’s unified e-Jagriti portal (e-jagriti.gov.in).
Community Action: Is PVR INOX refusing to refund a cancelled ticket, or did they force you to buy food above MRP? Reply below (do not share your passwords or full billing details), and our community will point you to the right resources!