Playing Commercial Ads After Scheduled Movie Time Is A Breach Of Contractual Obligation: Medak District Consumer Commission Holds PVR Inox Liable

The District Consumer Disputes Redressal Commission, Medak at Sangareddy, comprising Smt. P. Kasthuri (President), Sri Gajjala Venkateswarlu (Member), and Sri Makyam Vijay Kumar (Member), has held that delaying the screening of a movie by exhibiting commercial advertisements after the scheduled start time printed on the ticket amounts to deficiency in service and unfair trade practice.

The Commission observed that the show time mentioned on a movie ticket creates a contractual obligation between the theatre and the consumer, and any deviation without prior disclosure or consent amounts to breach of that obligation.

Facts of the Case

The complainant, an advocate, booked two movie tickets for himself and a friend through the BookMyShow platform (Opposite Party No. 2) for the film “Court: State vs Nobody” at INOX Leisure Ltd. (Opposite Party No. 1), which was subsequently amalgamated with PVR Ltd. pursuant to an order of the National Company Law Tribunal and renamed PVR INOX Limited (Opposite Party No. 3). The show was scheduled to commence at 10:00 PM on 15 March 2025.

Instead of beginning the movie at the scheduled time, the theatre screened commercial advertisements and trailers between 10:00 PM and 10:09 PM, resulting in a delay of about 9 minutes. The complainant alleged that due to this delay and the duration of the film, the show ended around 12:02 AM instead of the expected time, causing inconvenience, mental agony, and alleged loss of pre-scheduled professional engagements

He filed a consumer complaint seeking refund of the ticket price, compensation for mental agony and inconvenience, and litigation costs.

Arguments by the Opposite Parties

BookMyShow (Opposite Party No. 2)

The ticketing platform contended that it merely acted as an intermediary facilitating ticket booking and had no control over the management or screening schedule of the theatre. Its role was limited to providing booking services, which had been duly performed.

PVR INOX Limited (Opposite Party No. 3)

The theatre management submitted that it is legally required to screen Public Service Announcements (PSAs) and other government-mandated content prior to films. It also relied on its right to carry on trade under Article 19(1)(g) of the Constitution, which includes exhibiting advertisements. It further contended that the complainant's estimate of the movie's duration was incorrect, relying on the CBFC certificate which recorded the film's duration as 150.03 minutes.

Observations and Decision

The Commission noted that the complainant had purchased tickets for a show scheduled at 10:00 PM, but the movie actually began around 10:09 PM after advertisements and trailers.

Examining government guidelines on screening of public service announcements, the Commission observed that such content is required to be displayed before the movie package begins or during the interval. It cannot be used to delay the start of the movie beyond the time printed on the ticket.

The Commission held that the show time printed on the ticket creates a contractual obligation. Any deviation without prior disclosure amounts to breach of contractual obligation and causes inconvenience to consumers.

It found that the delay was not attributable to technical reasons or mandatory PSAs but resulted from commercial advertisements played after the scheduled start time to generate revenue. This conduct was held to amount to deficiency in service and unfair trade practice.

With regard to BookMyShow, the Commission held that it merely facilitated booking and had no control over screening schedules. Accordingly, no deficiency in service could be attributed to it.

The Commission also noted that while the complainant's estimation of the film's total duration was not fully accurate in light of the CBFC certificate, the central issue remained the unjustified delay in commencement of the show.

The Commission partly allowed the complaint and held the theatre operator liable. It directed:

• Payment of ₹5,000 as compensation for mental agony and inconvenience.

• Payment of ₹3,000 towards litigation costs.

• Opposite Party No. 3 to adhere strictly to the screening time printed on the ticket without any deviation.

The Commission declined refund of the ticket amount. The complaint against BookMyShow was dismissed.

The Commission further directed compliance within 45 days, failing which the compensation amount shall carry interest at 9% per annum from the date of complaint till realisation.

Case Title: HarshaVardhan Gujjeti vs. M/s. INOX Leisure Ltd. & Ors.

Case No.: C.C. No. 47 of 2025

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