FAQ – January 2019 Policy Changes

Why are you changing the Refund Policy?
The main changes are for tickets to regular film screenings – premium events such as NT Live, NY Met etc
are still able to be refunded (up to 48hrs before showtime). Most cinemas sell tickets on a non-refundable
basis and we need to update our policy to this. Sometimes our customers who book in advance knowing that
a refund will be processed, are in effect reserving seats they may not need and therefore blocking a better
choice of seats for other customers. We can also have a scenario where a show is ‘sold out’, and advise other
customers of this, only to find that refunds have been processed very close to the show time and there are
now spare seats that other customers could have bought, which can be frustrating for everyone. We will also
be able to get through phone calls to the cinema quicker, if we are not tied up with dealing with multiple
refunds on the phone – which means other calls can be dealt with much more efficiently.
If you have any further comments, please feel free to contact the cinema at [email protected]


FAQ – General

Why am I being asked to Log In before I can buy tickets online?
Your membership is linked to the email address you gave us when you signed up, so you will have to log in to access your free tickets and discounts. If you have not set up a password yet you can go to Password Reset and follow the instructions.

How can I apply my members discount online?
After choosing your seats you will be prompted to log in; just log in with the email address associated with your membership and you will be asked before payment whether you would like to apply any discounts or use any free tickets you may have.

Can I book tickets online for my friend who is also member?
You can indeed, but you will need to know their Patron Number or Membership Card Number and Surname.
This is information you will have to ask your friend for as we cannot give it out.
To find your own Patron Number just log in to our website and go to ‘My Membership’ in the navigation bar.

Do you sell gift vouchers?
Yes. Gift Vouchers are available to purchase online HERE, in person at the cinema or by phone on 01284 754477. Please note that during busy periods phone lines may not always be available.
Just ask a member of staff for more details.

What are the rules for film certification?
For 12A films, under 12s must be accompanied by someone over 18. You must be 15 or over to see 15 certificate films and 18 or over to see 18 certificate films; this is law and there is no discretion about these age rules; it even includes babies, the only exception being our Parent & Baby Screenings. For more information, go to www.bbfc.co.uk

What does 12A stand for?
12A stands for ’12 Advisory’ which means anyone can see these films but under 12s must be accompanied by someone over 18.

Can I leave my children alone to see a film?
Anyone can see a film rated U or PG however, we stipulate that children under the age of 7 are accompanied by an adult.

How much does it cost to phone the box office?
Calls are charged at the standard rate from a BT landline. Any tickets booked by phone require a £1.50 booking fee (£1 for members). This fee is non-refundable.

Why aren’t you screening a film I saw listed in your programme?
We strive to ensure that all programme information is correct at the time of printing. However, we sometimes have to make changes in response to customer demand and circumstances beyond our control. It’s advisable to check our website for up­ to ­date information.