Frequently Asked Questions

In front of the Eusebius Church at the Audrey Hepburn Square in Arnhem, at number 1. Would you like to reach us by phone? The best way to reach us is by calling 088 1900 642 (daily from 10:00 a.m. to 8:00 p.m.).

If you’re not coming on foot or by bike, public transportation is a good alternative. City buses stop at the market (stop: Eusebius). Arnhem Station is within walking distance: about a ten-minute walk.

If you’re coming by car, the nearest parking garages are Rozet and Q-park. Rozet offers an attractive evening parking rate. More information

The café-restaurant Focus Eten en Drinken is open daily starting at 10:00 a.m. for coffee, lunch, drinks, and dinner. The kitchen is open until 8:30 p.m. (snacks are still available after that).

For movie tickets, gift cards, and information about the movie schedule, the Focus Filmtheater box office is open during the following hours:

Monday | from 12:00 p.m. to approximately 9:30 p.m. (until the last movie has started)
Tuesday through Sunday | from 10:00 a.m. to approximately 9:30 p.m.

The box office can be reached by phone daily from 10:00 a.m. to 8:00 p.m.: 088-1900642.

Focus is easily accessible to everyone. We have an elevator, and there are accessible restrooms on both the ground floor and the first floor.

All of our cinemas have at least two wheelchair-accessible seats. As a standard practice, we reserve three seats per cinema for wheelchair users and any accompanying person (1 person), with the exception of cinema 2. There, the wheelchair-accessible seats are located in the first row (at the front of the cinema, close to the screen). In the other cinemas, the wheelchair-accessible seats are located at the back of the cinema.

Would you like to use a wheelchair space? Please let us know by calling 088 – 1900 642 or emailing info@focusarnhem.nl. You can do this daily between 10:00 a.m. and 8:00 p.m., no later than 24 hours before the performance begins. We’ll then ensure, if necessary, that the chairs are removed in time and everything is ready for your arrival.

Are you already here? Please check in with one of our staff members so we can assist you right away and you can relax and enjoy the performance.

Please note: If wheelchair-accessible seats have not been reserved 24 hours before the performance begins, they will be made available to all visitors.

Would you like to reserve a wheelchair-accessible seat? Please let us know by calling 088 – 1900 642 or emailing info@focusarnhem.nl. You can do this daily between 10:00 a.m. and 8:00 p.m., no later than 24 hours before the performance begins. We’ll then make sure, if necessary, that the chairs are removed in time and everything is ready for your arrival.

Are you already here? Please check in with one of our staff members so we can assist you right away and you can relax and enjoy the performance.

Please note: if wheelchair-accessible seats have not been reserved 24 hours before the performance begins, they will be made available to all visitors.

Absolutely! During the hot summer months, our cinemas stay nice and cool, and in the winter, we heat them to a comfortable temperature. The average temperature in the theater is 21–22 degrees.

Absolutely. On the ground floor (after you’ve passed the reception desk but before you’ve gone up the stairs), there’s a coat rack diagonally across from the door to cinema 1, and a row of lockers across from that. There are also lockers on the second floor, near the stairs. These are free to use.

Email us (info@focusarnhem.nl) or call us (088 1900 642) to discuss it!

Yes. To support moviegoers with hearing impairments, all of our cinemas are equipped with the Sennheiser MobileConnect system. With this system, moviegoers can use a smartphone and the Sennheiser MobileConnect app to stream the movie’s audio to headphones, earbuds, or a hearing aid (provided both the smartphone and the hearing aid are Bluetooth-enabled). Before your visit, download the app here: Google Play Store or the Apple App Store, and remember to bring headphones or earbuds with you.

Click here for instructions (Sorry, they are only in Dutch)

Officially registered guide dogs are, of course, permitted throughout our entire facility, including in the screening rooms, provided they are on a leash.

Pets are only permitted in Focus Eten en Drinken (on a leash), not in the cinemas.

Yes, that’s right. Both at the filmtheater and at the restaurant, visitors can only pay by debit card. We do not accept cash. Online you can pay via iDeal or credit card.

There are several options:

• You can easily order your tickets online through the Focus website. (Except for Gelrepas tickets, wheelchair-accessible seats, and if you want to use a yellow free ticket.)
• If the cinema desk in the filmtheater is open, you can also purchase tickets there.

Click here for more information about ordering tickets online.

In the Netherlands, films traditionally premiere on Thursdays. That also marks the start of a new screening week. Every Monday afternoon, we announce the schedule for the new screening week, which runs from the following Thursday through Wednesday. Special and one-time programmes are often posted online earlier; see also Specials.

After purchase, the Focus gift certificate is valid for two more years; this is also indicated on all gift cards.

If you have a good smartphone, you can also have your tickets scanned from your screen—at your own risk. Set your screen brightness as high as possible and zoom in on the barcode. If you don’t see a QR code in your order, enable image downloading in your email program (at the top).

Focus does not issue refunds. Refunds are only issued if a performance is canceled. However, you can cancel your ticket up to 48 hours before the performance. You’ll find a link for this in the email containing your e-tickets. After canceling, you’ll receive a credit code that can be used for another performance at Focus.

If it’s less than 48 hours before the performance, you can no longer cancel your tickets. You might be able to give them to someone else who’d like them.

Cineville pass holders can cancel their tickets themselves using the link in the email with e-tickets that you receive from Focus. This is still possible even later than 48 hours in advance.

You can change your order up to 48 hours before the performance. You’ll find a link for this in the email with your e-tickets. Using this link, you can first cancel your tickets and then place a new order using the credit code you receive. Still having trouble? Please contact our office at info@focusarnhem.nl.

If it’s less than 48 hours before the show, you can no longer change your tickets. So be sure to check your order carefully before clicking “Confirm.”

Cineville pass holders can cancel their tickets themselves using the link in the email with e-tickets that you receive from Focus. This is still possible even later than 48 hours in advance.

Please wait 15 minutes: this delay is fairly common. If you still don’t have your tickets after 15 minutes, please call us (088 1900 642), and we’ll check to see if something went wrong.

Of course! When buying tickets online, you’ll eventually reach a screen where you can choose a payment method. There, select “Nationale Bioscoopbon.”

Next, take out your voucher; on the back, there’s a small box with a scratch-off layer. When you scratch it off, a code will appear that you can enter on the payment screen. Your tickets will then be paid for using the credit on the card.

If this doesn’t work for some reason, you can always make a reservation by phone and pay with the voucher when you pick up your tickets at the cinema desk.

You can purchase the F-pass online or at the ticket desk in Focus Filmtheater. Because it involves an extra step, purchasing it online is cheaper than filling out the form.

You can redeem the F-pass free ticket both at the desk in Focus Filmtheater and online. You’ll automatically receive the free ticket via email when you renew or sign up, in a message with the subject line “Je F-pas vrijkaart”.

This email contains two codes: a QR code (for redemption at the ticket desk) and a code consisting of letters and numbers for online use. To use the free ticket at the ticket desk, you must have the email with the QR code with you; this can be either on your phone or printed out.

Below are instructions for using the free ticket online:

• The online code is structured as follows: CE9A-F6B9-CFE6. (Note: this is a sample code for illustrative purposes)
• Go to www.focusarnhem.nl/agenda and select the movie of your choice.
• Click on the date and time for which you want to purchase tickets.
• First, select the number of tickets (at least two), then choose the “F-pass” ticket type, and below that, select the “F-pas vrijkaart” option. Please note: the free ticket can only be used in combination with an F-pass ticket.
• In the “Code” field, enter the entire code (without dashes), consisting of letters and numbers.
• Next, select your seats and click “Add to Cart.”
• Continue through the payment process and complete your order. Please note: If you haven’t completed the payment process but have already entered the code, the code may no longer work the next time you try to use it. In this case, please send us an email at info@focusarnhem.nl.

Other terms and conditions:

• The F-pass free ticket is valid for one year; after one year, the code will expire.
• The F-pas free ticket is intended for a guest and can therefore only be used in combination with an F-pas ticket.
• If you haven’t received the code around the renewal date, be sure to check your junk mail, spam, or promotions folder as well.
• The F-pass free ticket can only be used for regular films (including feature-length films) and for special screenings with a regular price. It cannot be used for special programs with a higher price, such as opera performances, IDFA on Tour, etc.

Yes, Focus is one of the more than 80 participating movie theaters in the Cineville network. You can find more information about the Cineville pass here.

Yes, you can use a MaDiWoDo voucher to attend all of our regular film screenings on Mondays, Tuesdays, Wednesdays, and Thursdays (except on holidays and during the Christmas break). The voucher can be used both online and at the ticket desk in Focus Filmtheater. You may not always be able to use your MaDiWoDo voucher for special screenings, or a surcharge may apply.

When purchasing tickets (both online and at the ticket desk), you can choose a seat right away. Please note: it is not permitted to leave a seat empty.

In some cases, seats are not assigned, such as for a special event or a performance with many invited guests. In such cases, this will be noted in the performance details.

Absolutely! Under the same roof as Focus Filmtheater, you’ll find our café-restaurant, Focus Eten en Drinken, open daily from 10:00 a.m. for coffee, lunch, drinks, and dinner. The menu is surprising, contemporary, flavorful, and creative. We cook with fresh, seasonal ingredients, using regional products as much as possible and putting vegetables front and center! Many of our dishes are vegetarian or vegan, and when it comes to meat and fish dishes, you can be sure we use organic meat and sustainably caught fish. You can also visit Focus for a perfect cappuccino, a delicious glass of wine, or a festive (non-alcoholic) cocktail. Click here for the menu

Focus Eten en Drinken is open daily starting at 10:00 a.m. for coffee, lunch, drinks, and dinner. We recommend making a reservation in advance for dinner. You can do so by phone (088-1900 600) or by clicking the reservation button on our website.

Yes, you can do this by phone (088-1900 600) or by clicking the reservation button on the Focus Eten en Drinken page.

Absolutely. As long as you let us know in advance and your request is within our capabilities, we’d be happy to accommodate your needs. For example, some dishes can be easily adapted to vegan versions.

That’s fine. But of course, it would be great if you could leave your glass or bottle on the designated cart after the film.

We currently have enough volunteers. If we need more people in the future, we will post a notice on our website.

Absolutely! At Focus Eten en Drinken, we’re regularly looking for enthusiastic hospitality staff. Check out the hospitality job openings here.

Paid positions at the Focus office become available only occasionally. Keep an eye on our website for updates.

On August 17, 2018, a GDPR complaint requesting enforcement action was filed with the Dutch Data Protection Authority (AP) against Focus Filmtheater, due to Focus Filmtheater’s refusal to accept cash payments at the box office and at the theater’s on-site restaurant, as well as its processing of personal data when a movie ticket is purchased. The AP rejected this complaint on November 28, 2019, because there was no violation of the GDPR or breach of privacy. Below, you can read more about how we process personal data and why this does not constitute a breach of privacy.

Focus has decided to allow only debit card payments for security reasons and to protect its employees. It is a well-known fact that a business is less attractive to robbers, thieves, and embezzlers if there is no cash on hand. Focus does not want to burden its employees—many of whom are volunteers—with this responsibility. Furthermore, using only debit card payments leads to a significant reduction in administrative burdens and associated costs. (See above for an explanation of debit card payments and privacy.)

By purchasing a movie ticket, a contract is formed between the moviegoer and Focus Filmtheater, as the provider of the film, pursuant to Article 6:217(1) of the Civil Code (BW). After all, this constitutes an “agreement” in which the parties commit to certain obligations: the movie-goer pays to see a movie, and Focus grants admission and screens the movie.

Ways to Purchase a Movie Ticket
There are three ways to purchase a movie ticket:

• with a movie voucher purchased elsewhere (possibly with cash)
• at the box office using a debit card
• through the Focus Filmtheater online store

To what extent is this in accordance with the right to privacy—the General Data Protection Regulation (GDPR)?
Under the terms of the agreement, Focus is permitted to process personal data based on Article 6(1)(b) of the GDPR. In doing so, Focus processes no more personal data than is necessary for the purpose, namely to provide its services to the visitor. In this regard, please refer to Focus’s privacy statement.

Re 1: Movie Theater Voucher
A ticket can be purchased completely anonymously, without any data processing, using a movie theater voucher that is freely available everywhere and can be purchased with cash.

Re 2: Paying at the Box Office with a Debit Card
a. Accepting only debit card payments is permitted by law.
The law does not require anyone to accept legal tender. Focus is therefore legally permitted to refuse cash (read more). In addition, there is an alternative available for movie tickets: Focus accepts movie vouchers. These can be purchased with cash at various retail locations outside the theater, such as a supermarket.

b. Debit Card Payments and the GDPR
When a payment is made by debit card, the payment processor processes personal data—including the bank account number—on behalf of Focus.

Focus uses a Payment Service Provider (PSP), namely CCV, for debit card payments. When processing payment data, CCV processes only (1) the visitor’s bank account number, (2) the amount, and (3) the payment date. CCV also applies the PAN masking technique. This is an international standard for processing financial transactions, established by the Payment Card Industry Security Standards Council (PCI SSC). As a result, Focus receives a monthly transaction statement showing only the last four digits of these masked bank account numbers, along with the amounts and the dates on which payments were made. This ensures that no individual bank account numbers are disclosed. Furthermore, CCV clusters this transaction data and provides it as aggregated totals, without any further personal identification details. As a result of this process, Focus has no access to personal data (nor to information regarding the corresponding movie attendance).

In its capacity as a processor acting on behalf of Focus, CCV processes the debit card payments; for this purpose, Focus has entered into a data processing agreement with CCV. CCV mitigates the associated risks, as outlined in CCV’s privacy statement, and sufficient safeguards have been put in place.

Re 3: Purchasing a Ticket via the Webshop
Through the webshop, at a minimum, the visitor’s email address, transaction data, and IP address are processed. This data is necessary for Focus to properly deliver the admission ticket. In the case of an order placed while logged into an account, additional personal data may be processed. This occurs only if the visitor has given their explicit consent.

a. Payment via Buckaroo
Payment can be made through the online store using iDeal or a pre-purchased movie ticket voucher. Focus uses the payment processor Buckaroo for this purpose. Buckaroo also applies PAN masking to bank account numbers. A data processing agreement has been entered into between Focus and Buckaroo; this agreement stipulates that the processing of personal data takes place entirely within the framework of the agreement the visitor enters into with Focus. The agreement also specifies the safeguards Buckaroo has implemented to protect personal data.

b. IP Address
When visiting the website, the visitor’s IP address is processed for statistical and analytical purposes. An IP address is personal data within the meaning of Article 4(1) of the GDPR. Pursuant to the judgment of the Court of Justice, an IP address may be processed if certain conditions are met.

Focus has a legitimate interest under Article 6(1)(f) of the GDPR for processing the IP address, namely to improve and maintain the website, as set forth in Article 11.7a, paragraph 3, subparagraph (b), of the Telecommunications Act.

Focus uses the website provider Eagerly for this purpose, which uses Google as a subprocessor. A data processing agreement exists between Focus Filmtheater and Eagerly. The practice known as IP masking is used. IP addresses consist of four so-called octets, each containing three digits. IP masking involves removing—or masking—the last octet. This occurs before IP addresses are stored or further processed, including by Google Analytics. As a result, Focus cannot determine which IP address is linked to which movie theater visitor, and the infringement on privacy is proportionate to the purpose served. Maintaining and improving the website can only be achieved through the use of IP addresses; there is no less intrusive method available for this purpose.

Focus has entered into a data processing agreement with Google via Eagerly. The visitor’s IP address is masked, and these IP addresses are not used further by Google; Focus has specified that Google is not permitted to process the personal data for its own use. Focus has limited the agreement with Google regarding the use of Google Analytics—by applying the Dutch Data Protection Authority’s (AP) “Guide to Privacy-Friendly Configuration of Google Analytics”—with respect to Google’s processing of personal data.

c. Cookies
When you visit the website, Focus places (a limited number of) analytical and functional cookies for the purpose of ensuring the website functions properly and analyzing visitor behavior in order to maintain and improve the website. This is done anonymously. This constitutes a lawful basis for processing under Article 6(1)(f) of the GDPR.

Website visitors are notified of the use of cookies via a pop-up upon their first visit, and are given the option to refuse certain cookies, namely marketing and tracking cookies.

Pursuant to Article 11.7a(3)(b) of the Telecommunications Act, no consent is required for cookies that are necessary for the website to function (functional cookies). This also applies to analytical cookies, intended to analyze quality and visitor behavior, provided that this does not infringe upon the visitor’s privacy or does so only to a minimal extent. Focus therefore has a legal basis for the use of the current functional and anonymous analytical cookies.

In addition, by configuring Google Analytics to be privacy-friendly, Focus has ensured that a restriction has been imposed on the general terms and conditions in the agreement with Google, which consequently may no longer process all data in the ways specified therein.