Frequently Asked Questions
Q: Do I have to be a member to rent movies or games?
A: Yes. Membership is free. Register at one of our stores.
Q: How do I become a member?
A: Simply go to the location of your choice with two identification cards* showing your picture and current address. Your home phone number will be verified on the spot. If your cellular phone is your residential phone, please have it on hand when you apply for membership.
*Employees may not ask for a specific card. You may present the identification cards of your choice, as long as they show your picture and your address. Your lease cannot be used as a proof of address. With exception of your address and phone number, employees cannot write down any other number or information appearing on your cards, in accordance with the Privacy Act.
Q: Can I add other people to my membership file?
A: Yes. You may add up to four additional users, for whom you will be responsible, to your membership file.
Q: What is the minimum age to apply for membership?
A: You must be 18 years old. If you are a minor, you can rent movies or games by using your parent's membership, provided your name appears on the list of authorized persons in the file.
Q: Is my membership valid at other locations?
A: No. Since each store's computer system is independently operated, you will be asked to provide your basic membership information at each additional location.
Q: Do I have to leave a deposit for a device rental?
A: Yes. The amount required varies from one machine to another. For example, for an Xbox One console, a deposit of $500 is required. This amount will be given back to you when you return the device.
Q: What payment methods do you accept?
A: You can pay with cash, by debit or credit card (Visa or Master Card) or by Videotron le superclub and Microplay gift card.
Q: Can my rentals be returned to any store?
A: Each store has its own inventory, therefore rental items must be returned to the store from which they were rented.
Q: What happens if I return a movie or a game late?
A: Rental items are due back before the date and hour determined on the bill, at the time of the initial transaction. For any rental item returned after the due date, a late fee for a maximum of $2 per each additional day will be charged.
Q: How can I find out if my local store has the movie or game I want to rent?
A: Since each store operates its own inventory, please call or go to your store to see if the titles you are interested in are available. Click here to find the contact details of your store.
Q: What are the rental prices and rental periods?
A: Rental rates and periods vary by location, so please check with your local store for this information. Click here to find the contact details of your store.
Q: Is it possible to reserve movies or games?
A: Unfortunately, no. We give priority to clients who go directly to our stores.
Q: I would like to buy a movie that you don’t have in stock. Can I order it?
A: Yes. We offer a special order service. Contact your store to determine the availability of the product you are looking for. Click here to find the contact details of your store.
Q: I rented a movie and I didn’t like it. What is your policy on this matter?
A: At Videotron le superclub, your satisfaction is 100% guaranteed. If you don’t like the movie you rented, you can exchange it, free of charge. The replacement movie must be of equal or lesser value. You will have until the end of the initial rental duration to watch and bring back your replacement movie. Certain conditions apply. Does not apply to game rentals. Non-refundable.
Q: What is your lifetime warranty policy?
A: The lifetime warranty policy applies to previously viewed movies. Vidéotron le superclub agrees, upon presentation of the receipt at the store where the initial purchase was made, to repair or exchange any defective movie while the format exists. Vidéotron le superclub reserves the right to refuse to honour the warranty in case of abusive use. See staff for details.
Q: What is the Movies Nonstop program?
A: Our Movies Nonstop program lets you rent an unlimited number of regular movies* for $9.99 (+ tax) per month (maximum of three rentals at a time). The Movies Nonstop program includes all regular DVDs, Blu-ray, 3D and 4K movies*. No return date. No extended viewing fees. This program is available at participating locations. Details in store.
*New releases excluded.
Q: Why is the movie or TV series I want to rent not available in French at Videotron le superclub?
A: The movie or TV series is available in the original English version only. We received no information from the distributor about its intention to release a French version of this movie or TV series. Television broadcast rights and retail sales rights are negotiated separately, which explains why a series or movie that was translated into French and broadcast on television is not necessarily available as a rental. Moreover, since rights are negotiated territorially, the French version of a series or movie may be available in Europe, but not necessarily in North America.
Q: Where can I buy a Videotron le superclub gift card?
A: You can buy a gift card in store. Gift cards are valid in all Quebec locations. It is possible to activate a gift card in the amount of your choice, between $5 and $100.
Q: What is your exchange and refund policy?
A: View our exchange and refund policy.
Q: What is the customer satisfaction survey?
A: The customer satisfaction survey is an online form that allows you to evaluate the service that you received in store. You must have your bill in hand in order to be able to fill out the survey. You have 14 days from the time you receive your bill to complete the survey. Each month, a respondent is chosen at random and wins $500 in cash. Click here to fill out the survey.
Q: Who are the winners of the customer satisfaction survey?
A: Click here to see all the winners.