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FAQs

We have answers to some FAQs on the following subjects which you might find helpful:

Refunds

Q) How can I get a refund?
A) Refunds are available up to 48 hours prior to the start of the show. To get a refund, either pop into the cinema where you have the booking or give us a call. Weíre sorry that weíre unable to refund booking fees. Q) Do you operate waiting lists for sold-out shows? A) Sorry, we donít. Refunds can be made up to 48 hour prior to the start of the film or production and tickets are returned to the website for resale. For returned tickets, keep checking the website for availability around two days before.

Online Bookings

Q) How do I use my 241 Meerkat code?
A) Meerkat Vouchers can only be redeemed in person at the Box Office. Just take your code to get two seats for the price of one, subject to availability.
Q) How do I get discounted tastecard tickets?
A) First, purchase the tickets from tastecard. Once this is done, the e-voucher or coupon can be converted into a ticket for the film of your choice at the Box Office in the cinema.
Q) Why can&39;t I see what's showing this Friday?
A) We update our schedules overnight every Monday, which means that weíre unable to confirm everything we'll be showing from a Friday until the Tuesday before.
Q) Why can&39;t I chose my seat online?
A) If you aren't asked where you would like to sit, itís likely that youíre booking for a show with unreserved seating, which means that you can choose where to sit when you enter the screen.
Q) I don't have a printer! How do I use my e-ticket?
A) That's okay! Just make a note of the booking reference on your email and bring it to any till (or ticket machine where applicable) in the cinema along with your payment card. Alternatively, show us the barcode on your smartphone and we'll scan it from there.
Q) How do I get the Picturehouse App?
A) You can download the Picturehouse app for iOS and Android from the Apple Store and Google Play Store respectively. To access the Membersí area you will need to activate your Membership card online via this link: https://www.picturehouses.com/activate-card.
Q) Do you charge a fee for booking tickets online or by telephone?
A) Yes. When you book cinema tickets online (which includes through our website, via mobile or via the Picturehouse app) or by telephone, a fee of £1.50 per transaction will apply, unless you are a Picturehouse Member. The £1.50 fee per transaction is in addition to the price of tickets. Our remote booking service, including our allocated seating offering, enables customers to secure a seat at their film of choice in advance, and indicate where they would like to sit if there is allocated seating, from the comfort of home or on the move. The £1.50 booking fee represents a charge for this remote booking service and includes an amount payable for processing your online/telephone payments and redemptions.

Memberships

Can I buy a Membership as a gift?
A) Yes! Pop into your local Picturehouse or visit the Picturehouse Gift Shop online at http://gifts.picturehouses.com/
Q) I recently became a Member but still haven't received my Membership card. How do I get one?
A) We don't send Membership cards by post unless it was purchased from the Picturehouse Gift Shop. Once you have bought your Membership, you may collect your card from the Box Office at any time by giving Box Office staff your email address and name.
Q) Why do Members' Free Previews 'sell' out so fast?
A) We arrange Members' Previews with the relevant film's distributor and very often share the auditorium with a media partner. This allows the distributor to generate extra publicity for the film by offering a newspaper half of the available tickets, while we get to host the screenings in our cinemas and offer the other half to our Members. As you would expect, demand for our half of the tickets is extremely high and we endeavour to publicise as clearly as possible when tickets are made available (make sure you are subscribed to the relevant cinema email newsletter to hear about this). Itís important to note that previews are a perk for Members and we cannot guarantee them or that every Member will get a ticket.
Q) How do I join Silver Screen?
A) Anyone over the age of 60 can join Silver Screen for free at the Box Office in the cinema. Silver Screen offers reduced priced tickets on selected shows as well as a free filter coffee/tea and a biscuit. If you are already a Retired Member, you automatically have Silver Screen on your Membership card.
Q) How do I join the E4 Slackers Club?
A) Anyone with a valid student ID card can join the E4 Slackers Club for free at the Box Office in the cinema. Just show it to staff at the Box Office when you sign up. If youíre already a Student Member, you automatically have E4 Slackers Club on your Membership card.
Q) What are Autism-Friendly Screenings?
A) These are special film screenings with subtle changes to the cinema environment, which means people who have sensory differences may have a more positive experience than they would in a traditional cinema setting. Changes include the following: the lights are kept on at a low level, the sound is turned down and there are no trailers or advertisements ñ just the film.

Tickets

Q) What age range is covered by a child ticket?
A) A child is classified as anyone between the ages of 2 and 15 years old. Babies under one are free but need to be on an adults lap, except in Big Scream screenings.
Q) How does your Family ticket work?
A) A Picturehouse Family ticket is applicable for 2 adults and 2 children or 1 adult and 3 children under the age of 15. Booking fees apply to Family tickets as Membership rates do not apply to this ticket type.
Can anyone attend a Silver Screen film?
A) Yes, Silver Screen showings offer discounted rates to Silver Screen members, but anyone can attend the film and pay the normal ticket prices, subject to the film classification restrictions.
Q) Which cinemas include a free baby-sized popcorn and baby-sized drink for children with a Family ticket?
A) The following sites offer these freebies for children on a family ticket: Stratford East, York, Liverpool, Duke Of York&39;s, Cambridge and Hackney.
Q) I&39;ve lost something at the cinema, can you help?
Weíll do our very best to reunite you with it. Please email customerservice@picturehouses.co.uk where the team will assist you or pop into the cinema.

Children And Young People

Q) Can my children come to films?
A) Anyone can come to U or PG films. However, we do stipulate that children under 8 are accompanied at all times. We also ask that parents take their babies out of the screen if they cause disturbance to other customers (except in Big Scream screenings).
Q) What does 12A stand for?
A) 12A stands for "12 Advisory". Anyone can go to these films but children under 12 must be accompanied by someone over 18.
Q) What about the other certificates?
A) No one under the age of 15 can go to films certified 15 and no one under the age of 18 can go to 18 certificate films. We donít have any discretion about these age rules: itís the law and we could lose our licence if we donít enforce it. This even includes babies ñ even though they are unlikely to take much in! The only exception is for Big Scream films. You can find out more about film certification at http://www.bbfc.co.uk

Programme Information

Q) Why aren't you showing a film listed in your programme?
A) While we make every effort to ensure that the information in our programmes is accurate, we do sometimes have to make last-minute amendments or cancellations. For the most up-to-date information, please check this website or call the booking line.

Telephone Information

A) 13p a minute plus your telephone company's access charge.

Card Types

Q) Do you take American Express?
A) Yes, we take AmEx in our cinemas, but not currently on the booking line.

Cookies

Q) Do you use cookies on your website?
A) Yes, there are various cookies. You can find more details here

Personal Data

Q) Do you share customer data with third parties?
A) We are completely committed to the principle of not providing our customer lists to third parties. We will only hand over personal information when there is a statutory obligation for us to do so (e.g. Section 109 of The Enterprise Act 2002). We never pass on your personal details to third parties for marketing purposes.