FAQ
1. How can I reach your customer service department?
For any questions, you can reach us at hi@beneathehagiasophia.com.
2. What languages does Customer Service support?
We can support you in English. If you send us an email in Japanese, we will translate it and respond to you in English.
3. What time can I reach you in?
You can reach us 7 days a week between 09:00 - 22:00. Depending on the intensity, we can get back to you within two days at the latest.
4. How will the event be held?
The documentary will be screened online only on the specified days and times. There will be no other screenings outside these times.
On the day of the screening, the link and login password will be sent to you via e-mail.
5. What should I do if I do not receive the email on the day of the event?
To ensure you don't have trouble with any issues that we will send you three emails on the day which you will watch the documentary. The first email will be sent by 11:00 AM. If you haven't received an email by 11:00 AM, please contact us at hi@beneathehagiasophia.com
6. I didn't receive the email on the day of the event. Can I get a refund for this?
This issue is your responsibility. We provide the necessary information and warnings and try to take measures to prevent this from happening as much as we can. Therefore, no refund will be given.
7. What happens if there is a power or internet problem on the day of the event?
If at least 50 people apply to us with the same problem, another screening will be held in the same month on a date to be determined by Kinostanbul and Kinowyoming.
Unfortunately, we do not have a solution for individual problems. What is important for us is to show this documentary to the people who buy e-tickets on the day and time we specify.
8. How to proceed in cases due to problems caused by 3rd parties?
A third party tool will be used for digital display. In case of a problem caused by the third party, unfortunately, you will not be refunded. Instead, you will be screened on alternative dates.
9. What should I do if I haven't received an email regarding the e-ticket I purchased?
First, check your Junk and Spam folders in your email. If the email is not there either, please share the date of the transaction, your first name, and last name with us at hi@beneathehagiasophia.com so we can check the sales transaction.
10. Are any changes or refunds possible for the ticket I purchased?
As detailed in the sales contract, the purchased e-ticket is non-refundable.
11.I purchased a ticket but would like to exchange it for a different screening date. What should I do in this situation?
In this case, you need to provide us with your e-ticket and the new screening date at least one day in advance. Please share this information with us at hi@beneathehagiasophia.com.
12.What is the reason I cannot purchase the desired number of tickets?
For events, the maximum number of tickets that can be purchased in a single transaction is set to 1. Since an email and password will be sent to each person, we need to send this information to the individuals who will be watching.
13.Do you offer discounts for bulk or group ticket purchases?
Please contact us regarding this matter.
14.I bought a ticket for the wrong date/event. What can I do?
If you purchased a ticket for the wrong date, please contact us. Share the e-invoice of your purchase and the date you wish to attend with us from hi@beneathehagiasophia.com
14.How do Kinostanbul and Kinowyoming cooperate?
The documentary is owned by Kinostanbul. Kinostanbul and Kinowyoming are doing this project together. Kinowyoming only provides marketing, sales and support services.