Picturehouse Cinemas Closure FAQs

Frequently Asked Questions

The Picturehouse Team

21 May 20


When will Picturehouse reopen? 

We're monitoring the situation and government advice and we will open as soon as we are able to.  The safety and well-being of our customers, our members and our staff is our utmost priority at Picturehouse and we're committed to providing a safe and healthy environment within our cinemas.


How will you let customers know when the cinema is up and running again?

We'll post any updates on our website and social media channels, send an email to current newsletter subscribers.


What's happening to your staff while your cinemas are closed? 

We were very pleased when the government announced its Coronavirus Job Retention Scheme to support companies like ours.  This scheme will allow us to do what we couldn't do before, which is to offer all our employees who are unable to work while our cinemas are closed, to be furloughed and still to be paid during this time, as well as keep their jobs for the future.  The well-being of our employees is our top priority and we will continue to support them as much as possible.



MyPicturehouse


Can I access MyPicturehouse while cinemas are closed?

MyPicturehouse will be temporarily unavailable while our cinemas are closed.  We'll email all Members once we're up and running again.



Membership


I am a Picturehouse Member.  What will happen to my Membership? 

Although we're temporarily closing our cinemas, your Membership will continue in line with the Picturehouse Membership terms (please see clause 17.3 which explains what can happen in circumstances beyond Picturehouse's reasonable control).  You won't lose the value of the fees paid for your Membership.  When we're able to reopen, we will be extending the duration of your Membership to reflect the period during which our cinemas are closed, at no extra charge.  This does not affect any rights you may have in relation to your Membership. 

If you wish to cancel your Membership and request a refund, please see our terms and conditions here.

If you have any other questions about your Membership, please contact our Customer Care team: [email protected]


Can I buy a Membership while cinemas are closed?

Yes you can.  Please email [email protected] and let us know what you'd like to purchase.  Full options are available here.  Once emailed, our Customer Care team will be in touch and will take your payment over the phone. 

Please note: Memberships cannot be purchased online at the moment. 

Annual Memberships purchased during this time won't start until the cinemas reopen.  Your new Membership will retain its value and be valid for a full year of cinema going.

You can also purchase e-Gift vouchers from our Gift Store. 

Please note: E-Gift vouchers cannot be redeemed until our cinemas reopen.


I am a direct debit customer.  Will my account still be debited whilst the cinemas are closed? 

If you have an active Direct Debit mandate with us, this will be used to charge your account for your Membership renewal (up to 14 days in advance).

Right now, our shutters are unavoidably down as we wait patiently with the nation for better times.  You can rest assured we will compensate you for the time we are closed by extending your Membership by that equivalent period, at no extra charge.  Certain events are out of our hands, but protecting the value of your Membership is something we can and will do for you.

For Direct Debit customers, we will also credit your Membership account with an extra free ticket that can be used from the day we reopen - as a thank you for continuing to support us in these trying times.

You do not need to take any action if you would like to keep your Direct Debit active.  If you do want to cancel it, simply contact your bank under the Direct Debit Guarantee.



Bookings


I have booked tickets.  What happens now?

Customers who bought tickets in person or have any questions regarding tickets should contact our Customer Care team with their booking reference number at [email protected].

Customers who pre-booked tickets online or over the phone have automatically been issued a refund. 


I have booked tickets using a Picturehouse gift card.  How will I get refunded?

Customers who booked tickets with a Gift Card should contact our Customer Care team at [email protected].


I have booked tickets using a third party voucher code for Picturehouse.  What happens now?

If you booked online using a third-party voucher code, you will be able to get a new code from the third party.  Please contact them directly. 


When will I be refunded?

We're working hard to ensure that customers who bought tickets will be refunded within 14 working days of cinemas closing.  Any customers who bought their tickets through third parties will need to get in touch with the third party to claim their refund.