Picturehouse Cinemas Closure October 2020 | FAQs

The Picturehouse Team

05 Oct 20


When is Picturehouse temporarily closing?

From Friday 9 October 2020. 


When will Picturehouse reopen?

At present there is no date for re-opening, however we will continue to monitor the situation closely and will communicate any updates once film studios are able to bring their major film releases back to the big screen. We will also continue to follow government and health authority guidelines to ensure we are in a position to re-open with the health and safety of our colleagues and customers as a priority.


How will you let customers know when cinemas are up and running again? 

We will post any updates on our website and social channels as well as sending an email to current newsletter subscribers. Before Friday 9 October,  you can sign up to receive our newsletters by creating a MyPicturehouse account here


Can I access MyPicturehouse while cinemas are closed?

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


I have a gift card, when does it expire?

We have extended all gift cards to December 31st 2021.




Membership


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

Although we are temporarily closing our cinemas, your Membership will continue.  We'd like to reassure you that you will not lose the value of the fees paid for your Membership as we will be extending your Membership period for the time we are closed. This does not affect any rights you may have in relation to your Membership. 

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


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

No payments will be taken during our period of closure. 

Right now, we are not able to confirm our reopening date. 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?

All Picturehouse customers who pre-booked tickets online, via our app or on the phone will be automatically issued a refund within 14 business days. 

Customers who purchased tickets in-person should contact [email protected] and our Customer Care team will be able to help you.

 

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

Customers who purchased tickets with a gift card should contact [email protected] and our Customer Care team will be able to help you. 

 

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 are working hard to ensure that those who purchased tickets will be refunded within 14 business days. Any customers who have purchased their tickets through third parties will need to get back in contact with the third-party to claim their refund.

We expect a heavy volume of enquiries over the next several days, and we hugely appreciate your patience as we work hard to respond to them all in a timely manner.


How do I get in contact with you?

You contact us via email on [email protected].