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If you are unsure about something then chances are you aren't the only one.

Check out our Freqently Asked Questions section and set your mind at ease.

If we haven't answered your question feel free to contact us here

1. Can I request a refund for the tickets I have bought?

Tickets can only be refunded or exchanged by us at least 60 minutes before a performance starts so that the ticket can be resold. Refunds will only be given on production of an un-torn ticket or with a booking reference if tickets have been purchased online, or if a pre-booked ticket has not been collected. If a booking fee has been paid this is non-refundable.

The exception to this is that tickets for premium-priced events can only be refunded up to midday on the day of the performance. Thereafter, tickets will only be refunded if the tickets can be sold on to customers on the door.

Refunds will be returned by the original method of payment.

We do not accept requests for refunds or exchanges by email. Applications for refunds or exchanges should be made by telephone to 01284 754477 or in person at the cinema. We do not accept responsibility if you are unable to claim a refund due to the cinema being closed or if the telephone line is not available for any reason.

2. 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 Rest and follow the instructions. 

3. 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.

4. Can I book tickets online for my friend who is also member?

You can indeed, but you will need to know their Patron 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 Settings' in the navigation bar.

5. Do you sell gift vouchers?

Yes. Gift Vouchers are available to purchase at the bar 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.

6. What are the rules for film certification?

For 12A films, under 12’s 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

7. What does 12A stand for?

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

8. 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.

9. 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).

10. Why couldn't I choose my seat when I went to book my ticket online?

If you haven’t been asked to choose your seats when booking online, then the show is unallocated seating and you just choose where to sit on arrival.

11. 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.

12. Is there parking available at the cinema?

There are car parks very close to the cinema and depending on when you visit us, you can sometimes park in the street outside. Click here and go to the Directions tab for parking information.

13. How do I become a Member?

All infomation on memberships can be found in our Membership section here

14. I bought my ticket online; where can I collect it?

When you book online you will recieve an email to confirm your booking;

You can print that email and bring it in to use as your ticket;

You can open the email on your smartphone and we will check it as a ticket;

You can bring in the credit or debit card that you paid with and you can print your ticket at the ATM in the front entrance;

If you are a member of Abbeygate Cinema we can also swipe your membership card to print your tickets.

15. Why can’t I always see what’s showing next week?

We run a Friday to Thursday schedule which is updated on a Monday night. This allows us to tailor the film timetable to better suit our customers; adding extra showings for popular films and giving you one off screenings that could otherwise be missed completely.