As of Monday 18th April, it is no longer a legal requirement to wear a face covering, but please continue to wear them if you'd like. Access to sanitisation stations, rigorous cleaning procedures and our updated refund policies remain the same – all of which ensure that everyone will continue to feel safe and comfortable at Picturehouse.


What safety precautions does Picturehouse have in place?

As always, the health and well-being of our employees and customers is our number one priority. In light of the ongoing Coronavirus (COVID-19) pandemic and government advice, we have put a number of safety measures in place which will allow us to provide a safe environment for our employees and customers.

  • Our screenings will continue to have allocated seating, ensuring audiences can check screen capacity and choose their own seat.
  • Hand sanitiser stations will remain set up at each cinema for customers and employees to use.
  • Our already high cleaning standards will continue and we will regularly sanitise the high touchpoints within the cinema.
  • Face coverings are no longer mandatory for visitors and staff members. Our staff will be provided with face covering and/or visors as part of their uniform, and all employees will receive specific COVID-19 training.
  • Protective screens remain in use at our kiosk areas.
  • Contactless payments are encouraged. 
  • Cafes, bars and restaurants will be open.


Will face coverings be mandatory for customers and your staff? 

As per current government guidelines, face coverings are no longer required.


Will your refund policy be changing?

Our refund policy has been adjusted to ensure flexibility for customers who are exposed to COVID-19, exhibit COVID-19 symptoms, or are unable to make the screening for other reasons.

Customers are able to receive a refund up to 2 hours before their show, minus booking fees.

Refunds are only available through our Customer Care team who will be happy to help you with this. Please call 0207 018 3629 (calls charged at your local rate). The customer care team is available from 09.00–19.00 daily. 


Where will hand sanitiser be placed in the cinema? 

All cinemas will have at least one sanitisation station which will contain hand sanitising gel. The locations will vary from cinema to cinema depending on the layout. 


Can I bring my buggy to Big Scream screenings?

Buggies are welcome, but if possible and to avoid disappointment please consider alternative options as storage space is limited. 


Will I be able to pay with cash?

Yes, but contactless payments are preferred and encouraged for the safety of our customers and staff. There will be a limited number of cash tills in each cinema. All tills can accept contactless methods and the limit on payments has been raised to £100 now. 


Will I be able to buy tickets at the cinema? 

Whilst there will be the capacity to buy tickets at our cinemas, we would encourage all customers to book in advance. 


Will I be able to buy food and drink at the cinema? 

Our kiosks will be fully stocked and our wide range of delicious snacks and drinks remain available. Cafes, bars and restaurants will also be open. Please check your local Picturehouse Cinema page for more information.


I still need a ticket refund, what do I do? 

Please contact our Customer Care team at [email protected] and we'll be happy to help. 


Can I access my MyPicturehouse account now?

Yes, MyPicturehouse remains open and easy to use. 


I received complimentary ticket codes or retail voucher codes that have expired/are due to expire. Will I get new ones?

If you received your complimentary tickets from the Picturehouse Customer Care team, please email us at [email protected]

If you received your tickets through a third party, such as an employee perks scheme, please contact the scheme directly. 


How do I get in contact with you?

Please contact our customer care team at [email protected] and we'll be happy to help. The customer care team is available from 09.00–19.00 daily and look forward to helping you with your visit.