Welcome back: What to know before you visit
Welcome back!
We’ve been busy making improvements to our building to ensure that your return visit is enjoyable and as safe as possible. On this page, you’ll find details of the new measures we have in place and what you can expect when visiting us.
This page is updated regularly so please check back before your visit to ensure you have the latest information.
Watch this short video which introduces you to some of our changes. For Audio Description, please click here.
The changes we've made to keep you safe
We’ve made improvements to our building to ensure it’s safe for you to return:
- Hand sanitising stations
- Enhanced cleaning regime
- Reduced capacity
- Entrance and exit via the front of the building
- PPE for staff
- More signage to guide you around the building
- Online bookings for the Caffi Bar & Cinema
- Self-scanning for tickets
- Table service in the Caffi Bar
- Contactless payment
Our staff are fully trained in new health and safety measures and are available to help you throughout the building or at our Information Desk. Our Front of House teams can by identified via their branded Chapter shirts.
What you can do to work with us
So that we can stay open, and to keep everyone as safe as possible, we ask you to work with us:
- Do not enter if you have COVID symptoms
- Register for Track & Trace
- Wear a face covering
- Wash your hands regularly
- Maintain social distancing
- No more than six per bubble
- Book online for Caffi Bar & Cinema
New opening times
The building is open 7 days a week, 9am – 10pm
Information Desk: 9am – 9pm
Café: Monday – Sunday, 9am – 9pm (food served all day, detailed serving times here)
Bar: Monday – Sunday, Midday – 10pm (last orders 9.30pm)
Gallery: Tuesday – Sunday, 11am – 5pm, closed Mondays
Cinema: Monday – Sunday, from 2pm. (See film listings for specific dates & times of screenings)
Theatre: Closed until further notice
Re-opening in pictures
To help you visualise the changes we’ve made, we’ve created a gallery of images.
Frequently Asked Questions
If you have a question that isn't answered here, or isn't in our Food & Drink, Cinema, Gallery, Ticket Information or Access pages, please email enquiry@chapter.org and we'll get back to you as soon as we can.
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Do I need to wear a face covering at all times?
Yes. You need to wear a face covering when you visit. The only time you can remove your face covering is when seated at a table in our Caffi Bar. Some people are exempt from wearing face coverings.
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What if I’m unable to book tickets online?
Staff at our Information Desk can only take bookings in person, if you're unable to book online. We regret that we can no longer take bookings over the phone. Payment is by contactless only. Visit our Ticket Information page for more details.
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Are you accepting cash payment in the venue?
At our Information Desk, we are only taking contactless payment for tickets and you will not be able to pay by cash. In our Caffi Bar we will only accept cash if you have no other way of paying.
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I have symptoms or have tested positive for COVID-19. Can I get a refund or exchange my tickets?
We're not offering refunds if you're unable to attend due to COVID, however, we can exchange your tickets onto another screening, subject to availability. You can request an exchange up to 24 hours prior to the event start time by emailing ticketing@chapter.org or by leaving a voicemail when phoning 029 2031 1050. Please do not enter the building if you have any symptoms of COVID. For full terms and conditions on ticket refunds, credit and exchanges, please see our Terms & Conditions.
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Will Chapter’s printed monthly brochure and programme notes be available?
No. In the interests of Health and Safety, we will not be printing listings material or programme notes. All films and events will be displayed on our website under What’s On. You can sign up to our mailing list for programme information straight to your inbox.
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I’d like to speak to a member of staff to report an issue. Who can I speak to?
Our Front of House team are available at all times of the day. Please go to the Information Desk, which is located to the left of the main entrance, and ask for the Duty Manager.
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How have you reduced capacity in your building?
We have reduced capacity in all areas. We have allowed for a maximum capacity of 8 people in the Gallery. We have reduced capacity in our Cinemas, introduced allocated seating, and cinema seats and rows have been removed to allow for safe access. We have reduced the number of tables in the Caffi Bar, and they are at least 2m apart.
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Will the gift shop be open?
No. Our shop is closed until further notice.
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How do I book a wheelchair space in the cinema?
To book a wheelchair space in the cinema, you’ll need to contact a member of our team. Please call 029 2031 1050 (please leave a voicemail if you have trouble getting through, and someone will get back to you as soon as possible). Alternatively, you can book in the venue at our Information Desk (to the left of the main entrance). Unfortunately our ticketing system doesn’t currently allow booking online for wheelchair space. We’re working to resolve this, so please check back for updates.
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Will there be any events taking place outside?
Yes. We may have occasional events that will take place outside and we will follow Government guidelines for each project.
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How will you be gathering details for Track & Trace?
At our welcome reception desk (in front of the main entrance), and throughout the building, we are gathering details for Track & Trace. We’ll also have details from table booking systems and our Box Office. We’re monitoring updates from the Welsh Government and we’ll adapt our systems accordingly. Details on our Data Privacy Policy can be found here.
Food & Drink
What to know before visiting our café bar, including how to book a table and ordering food & drink
