Why do I have to give a credit card number when booking online?
We take a credit card number to secure the seat booking. On arrival you need to go to the bar and buy your tickets with cash, card or gift vouchers.
I can’t set up an account with you.
At the moment we are helping people to set up an account. You need to call 01283 716257 between 9am and 10am Monday to Friday.
Why do you charge £2 to take my booking over the telephone?
It takes us about 10 minutes to take each booking however once you have an account it takes under 1 minute to book yourself in online. In order to take everybody’s booking on the telephone we would need to spend thousands of pounds on operators and the ticket price would have to go up substantially to cope with this. Therefore we now charge £2 for a telephone booking.
I can’t remember my password
If you can’t remember your password you need to press ‘reset password’ and we will send you another one by email. It’s a good idea when you have received your new password to change it to something that you will remember next time.
I’ve pressed the ‘re-set’ my password several times and nothing is being sent by email
A password will be sent but it’ll be in your spam. If you have pressed the reset button several times you need to ensure you have the last password for it to work. For instance if you have pressed the button four times the first password we send will not work – you need the fourth password.
I want to change my password to something I’ll remember
No problem just press the ‘Change Password’ button on the top of every page and you can put in a word that you’ll remember in the future.
Why has my credit card has been charged?
Your credit card will not be charged unless you don’t turn up or amend your booking.
Can I amend my booking to bring extra people?
You can amend your booking upwards or downwards, or you can cancel until you are 48 hours before your show. At this stage you can amend your booking upwards by up to two people.
Can I cancel my cinema tickets?
If you have COVID symptoms please DO NOT visit you. Please email us on firstname.lastname@example.org with details of your symptoms. If you feel well you can cancel your tickets 48 hours before the show you have booked and you won’t be charged. You will be sent a text to remind you. For shows marked with a blue dot ‘live shows’ you can cancel 30 days before the show. These cancellation periods give us a chance to re-sell the tickets if you can’t come. We decided to do this because our shows that were ‘sold out’ were always 30% empty with people cancelling at the last minute or not turning up at all.
Can I come to the café bar and book my seat for a future date?
Yes you can but there is now a charge of £2 as an operator will have to run upstairs into the office to speak to you over the telephone to take your booking. Please, if you can, book online as we don’t often have the staff capacity to take someone off the floor.
Can I come to the café bar and book my seat on the same day as the show?
Yes, we can book you in and you can buy your ticket at anytime during the same day that the show is on, right up to the time it starts.
Do you stop people going in if they are late?
We don’t stop you from going in but we do ask that you respect other customers and find your seat quietly.
I don’t want to give you my credit card details as it isn’t safe.
We use Sage Pay which is supposed to be very safe. Phoning up and giving one of our operators your card details for them to put them into Sage Pay is obviously less safe because there is human interaction. Booking over the phone will now be charged at £2.