Customer sues PVR INOX over cashless payment policy

A patron of the PVR INOX multiplex in Ahmedabad’s Paladium Mall has taken legal action after the cinema allegedly refused to accept cash for tickets and refreshments, insisting on payment solely through UPI.

The incident

On 13 September 2026, lawyer Utkarsh Dave visited the multiplex to watch a film. When he approached the ticket counter, staff reportedly declined to take cash and directed him to pay via UPI. The same refusal was repeated at the food and beverage counter, leaving the customer with no alternative payment method.

Legal notice sent

Following the encounter, Mr Dave issued a legal notice to the PVR INOX chain, demanding a response within seven days. The notice questions the multiplex’s “cash‑less only” policy and seeks clarification on why customers are being compelled to use a single digital payment platform.

Cashless policy under scrutiny

The notice highlights that the multiplex did not display any clear signage indicating a mandatory cash‑less policy at the point of sale. It argues that customers should not be expected to discover such a restriction only after attempting to pay with cash.

RBI Act and consumer protection

Mr Dave’s counsel cited Section 26(1) of the Reserve Bank of India Act, 1934, which recognises RBI‑issued notes as legal tender. The argument is that a business cannot outright refuse legal tender without breaching principles of transparency and fairness. The notice also references the Consumer Protection Act, suggesting that the multiplex’s practice may contravene consumer rights if a formal cash‑less policy has not been properly communicated.

Implications for businesses

The case raises broader questions for retailers and service providers about the legality of enforcing exclusive digital‑payment methods. While many establishments are moving towards cash‑less transactions for efficiency, they must ensure that any such policy is clearly disclosed and does not infringe on the legal tender status of cash.

Next steps

The matter now rests with the courts to determine whether PVR INOX’s approach complies with Indian law. A ruling could set a precedent for how cinemas and other public‑facing businesses implement cash‑less policies across the country.