From November 2021

Planning your visit:

• How can I buy tickets? How can I collect tickets? How will they be checked on entry
  Initially we are only offering the option to buy tickets online. We will not be issuing paper tickets, your tickets will be sent by email. On arrival your name will be checked by a team member at the door so you do not need to print your tickets at home.
• What if a show/film gets cancelled?
  If we have to cancel a screening, we will inform you and make a full refund.

• What happens if I am ill and can’t make it? Can I get a refund?
  Yes. If you feel unwell we will offer you a voucher to return in future.

• Will you take cash?
  No cash please. We only accept card payment.

• Unreserved/reserved houses?
  We have reserved seating as usual, so you can choose your seats. Some events will be socially distanced.  These will be marked clearly on the booking page.

During your visit:

• How are you enforcing social distancing in the cinema and cafe?
  We have reconfigured our cinema seating to ensure you have safe distance around seats. We have clearly marked out spacing while you wait to enter the cinema & buy concessions. Our staff will on hand at all times to help you with any questions and make it a relaxed and enjoyable visit.

• Are you testing temperatures on the way in?
  No we will not be testing temperatures on the way in.

• Will I have to wear a face mask?
  From 30 November 2021, please note that University of Kent Students, Staff and Gulbenkian audience members are expected to wear a mask in all communal areas of our building.

• How are you cleaning your venue?
  All our spaces are cleaned thoroughly and regularly. All our spaces will be cleaned regularly, so you will always enter a newly cleaned venue.

• How will we know where to sit?
  On arrival you can pick up drinks and then will be asked to wait in our foyer. Our front of house team will call you when the cinema is ready to open.

• Toilets
  We are asking our audiences to use the toilets responsibly. We have provided hand sanitiser and clear messaging to wash your hands on exit. Toilets will be cleaned regularly.

• What happens if someone is coughing in the theatre/cinema? Can I leave/get my money back?
  We ask all audience members who feel ill to stay at home and can offer them a refund to come back when they feel better. Anyone visibly unwell on arrival will be given a refund and politely asked to come back another time. If you have concerns about a fellow audience member please raise this with a member of our front of house team. We want everyone to be able to relax and enjoy the film.

• If I have a first aid issue – will staff be able/want to look after me?
  Yes – we always have a trained first aider on site who will attend to you if required.

• Can you evacuate safely in an emergency?
  Yes – our fully trained staff will be on hand should an alarm go off. We have adapted our emergency plan to allow for social distancing on exit.

• Will car parking charges be contactless?
  Monday to Friday before 5pm, we now have contactless payment available at the car park ticket machines. Car parking is free after 5pm on weekdays and all day at weekends.

• How will you consider vulnerable people?
  Our staff are on hand to support all audience members and ensure their experience is enjoyable and safe. Please let us know on arrival if you have any specific concerns.

Food & Drink:

• Is your café open, and what times?
  Please visit our Eat & Drink page for more information about our cafe and opening hours

• Want to skip the queue? Can I pre-order my drinks and snacks?
  Our café is offering advance booking of drinks and snacks as part of your online booking after you’ve selected a ticket.  These will available for collection on arrival from our cafe, please ask our team member on entry who will be able to help.

• What can I buy?
  Currently in the evenings and at weekends we are offering drinks and snacks (crisps & popcorn).  Hot food from our kitchen will be available in the evening on certain dates only.  Please visit our Eat & Drink webpage.