We tremendously value the positive feedback and support we've received from customers at Picturehouse since our reopening, and we appreciate all our visitors' adherence to the changes implemented to help ease the spread of Coronavirus (COVID-19). In keeping with Government guidelines, from September 3rd 2021 onwards some of the practices put in place will be adjusted. 

The restrictions on physical distancing and limits to the size of social gatherings will be removed. This will be reflected in our public areas like cafes and bars. Our screenings will continue to have allocated seating, ensuring audiences can check screen capacity and choose their own seat.

Test and Protect Scotland strongly suggests that indoor hospitality venues collect the contact details of customer to help with Test and Protect Scotland

Access to sanitisation stations, rigorous cleaning procedures, and our updated refund policies remain the same, and social distancing and face coverings remain mandatory for both staff and visitors unless exempt – all of which ensure that everyone will continue to feel safe and comfortable at Picturehouse.

Above all, we aim to continue to ensure that both customers and employees will continue to feel safe and comfortable at Picturehouse.

What safety precautions do Picturehouse have in place?

As always, the health and wellbeing 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.

  • Visitors are encouraged to scan the Test and Protect Scotland QR code to check in to the building on arrival, but are no longer required to. Customers aged 16 or over who do not have the app can utilise our GDPR compliant manual system whereby details will be written on slips and stored confidentially for 21 days.
  • Our screenings will continue to have allocated seating, ensuring audiences can check screen capacity and choose their own seat.
  • Hand sanitiser stations will remain setup at each cinema for customers and employees to use.
  • Our already high cleaning standards will continue and we will regularly sanitise the high touch points within the cinema.

  • Face coverings remain mandatory for all visitors and staff members unless exempt. Our staff will be provided with face coverings 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.
  • We are taking part in English and Scottish public health authorities' Coronavirus (COVID-19) Contact Tracing/Test and Protect scheme. This continues to be mandatory in Scotland. To find out more, please see our privacy notice here.

  • Will you be maintaining social distancing at your cinemas? 

    Social distancing guidelines have been removed but adjustments to bookings and physical distancing measures around our cinemas will stay in place,.

    Will face coverings be mandatory for customers and your staff? 

    Face coverings remain mandatory for customers and employees. Customers may remove their face coverings when seated, and when eating and drinking, both in screens or in our cafes, bars and restaurants.

    Are there any exemptions to wearing face coverings in your cinemas? 

    Yes, the following groups are exempt and won't need to wear face coverings in our cinemas:

    *Children 11 and under

    *People unable to wear face coverings because of an illness or a physical or learning disability

    *Carers/companions providing assistance to someone who relies on lip reading to communicate

    *People who feel that wearing a face covering would cause them severe distress

    We recommend customers who are exempt please let the member of staff serving them know. Staff will be trained not to challenge customers in relation to the above exemptions but instead to take the customer at their word.

    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 10am - 6pm daily. 

    How will toilets operate safely? 

    Distancing measures in our toilets continue to be in place. Toilets will be cleaned frequently and the frequency of checks will be increased. Where possible, there will be staff members monitoring the toilets during busy periods and controlling capacity. We will be working together with our customers to ensure that toilets are clean and safe at all times. 

    I have symptoms of COVID-19, can I receive a refund on my tickets?

    Following government guidance, we ask that you and members of your household do not come to the cinema if one of you is showing symptoms.

    If you or a member of your household have symptoms of COVID-19, please call our Customer Care team on 0207 018 3629 (calls charged at your local rate), who will be able to help issue you a refund (minus any booking fees) up to 2 hours before your show.

    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 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 £45 now. 

    Will I be able to buy tickets at the cinema? 

    Whilst there will be 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, with our exciting new menu available for all. 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 on [email protected] and we'll be happy to help. 

    Will my Picturehouse gift card/gift box still be valid? 

    Yes, all Picturehouse gift cards and gift boxes will be accepted until 31 December 2021. 

    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 on [email protected] 

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

    How do I get in contact with you?

    Please contact our customer care team on [email protected] and we'll be happy to help. The customer care team is available from 10am - 6pm daily, and look forward to helping you with your visit.