What to know before you visit
Welcome! On this page, you’ll find information on what you can expect when you come to Chapter and details of the measures we have in place to ensure that your visit is enjoyable and as safe as possible. This page is updated regularly so please check back before your visit to ensure you have the latest information.
Last updated 3 January 2022
In line with Welsh Government guidelines, we’ve made some changes. Access to the building is via the front doors only and you need to register at our front desk for Track & Trace. There’s 2m social distancing across all areas of the building and for film screenings and performances, we’ve returned to reserved seating. We advise you to book tickets online in advance. It’s mandatory to wear a mask unless seated at a table in our café bar (exemptions apply).
Café Bar
If you’re visiting our café bar, there’s no need to book. When you arrive, you must register for Track & Trace at our front desk. A member of our team will then take you to your allocated table. You can order in two ways: follow the simple instructions using the QR code on your table, or order from your seat with a member of staff. Whichever way you choose, a member of our team will bring your food and drink to the table. If you want food or drink to takeaway, you’ll still need to register at our front desk and a member of staff will guide you to the takeaway point. It’s mandatory to wear a mask unless seated at a table (exemptions apply).
Cinemas & Theatres
If you’ve booked a ticket online, register at the front desk for Track & Trace. You can then make your way straight to the cinema or theatre where you can scan your QR code at the entrance. You’ll need to show a COVID pass or proof of a negative lateral flow test on entry. Seating is reserved and we’re selling at a reduced capacity to ensure 2m social distancing. Please sit in your allocated seat (you’ll find your seat number on your ticket, seating plans for our cinemas can be viewed here). We advise you to book online in advance. You must wear a face mask during all film screenings and theatre performances (exemptions apply).
Gallery
The gallery is free to attend, and no booking is required, but you must register at the front desk for Track & Trace. Visitor numbers are restricted to 10 at any one time and you must wear a mask whilst moving around the space. Please maintain social distancing. If you’d like to see our exhibition, make your way straight to the gallery entrance where a member of our team will be happy to welcome you.
Hire spaces
If you’ve hired a room with us, you’ll need to register for Track & Trace at our information desk. Our staff will then issue your key and accompany you to the space. You must wear a mask until you are in your allocated room.
COVID Passes in our cinemas and theatres
In line with Welsh Government legislation, if you’re aged 18+ and coming to see a film or performance, you’ll need to have an up-to-date NHS COVID Pass indicating that you’ve been fully vaccinated or have had a recent negative lateral flow test (within 48 hours).
You can register for a COVID Pass on the NHS website here. Lateral flow tests are free and can be ordered online here.
COVID Passes and test results will be checked at point of entry to our cinemas, theatres and any of our spaces where a performance is taking place. We’ll accept the following:
- Digital NHS COVID Pass (with QR code)
- Printed certificate from Welsh Government (please note these take up to 10 working days so you’ll need to plan ahead)
- Confirmation of a recent negative lateral flow test received by text or email from gov.uk (within 48 hours and alongside proof of identity)
Make sure you arrive in plenty of time before an event.
If you book to come and see a performance or film, please make sure you have a COVID Pass before attending otherwise you'll be refused entry and you won't get a refund.
For the further information, please visit Welsh Government’s website and our FAQs.
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
- Track & Trace
- Entrance via the front doors only
- Enhanced cleaning regime
- Reduced capacity
- PPE for staff
- More signage to guide you around the building
- Online bookings
- Self-scanning for tickets
- Table service in the Café Bar
- Contactless payment
- Six people per booking (for cinema, theatre and café bar)
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
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
- Order at your table
- Wear a face covering
- Wash your hands regularly
- Maintain social distancing
- Book online
Opening times
The building is open 7 days a week, 8.30am – 11.30pm
Sunday – Wednesday 9am-10pm, Thursday – Saturday 9am-11pm
Information Desk: 9am-9pm
Café: Sunday – Wednesday 9am-10pm, Thursday – Saturday 9am – 11pm (for food service see detailed serving times here)
Bar: Sunday – Wednesday Midday – 10pm, Thursday – Saturday Midday – 11pm
Gallery: Tuesday – Sunday, 11am – 5pm, closed Mondays
Cinema: Monday – Sunday, see film listings for specific dates & times of screenings.
Theatre: See performance listings for specific times and dates
Re-opening in pictures
To help you visualise the changes we’ve made, visit this 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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Will you be gathering details for Track & Trace?
Yes, we'll be taking details for Track & Trace. On arrival, please register at the front desk.
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Do I need to wear a face covering at all times?
Yes, it’s mandatory to wear a mask at all times, except when seated in our café bar. Face coverings must be worn in our cinemas, theatres and gallery (exemptions apply).
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Will staff be wearing face coverings?
Yes. Our staff will wear face coverings at all times (unless they are medically exempt). We prefer visors, but under government legislation hospitality staff must now wear masks. We apologise if this creates challenges for our D/deaf community and we are looking at ways that we can offer a more accessible service. Elsewhere in the building staff will be wearing clear face visors.
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How have you reduced capacity in your building?
We have reduced capacity in all areas. There will be 2m between each booking in our cinemas and theatres and rows have been removed to allow for safe access. Tables in the Café Bar will be at least 2m apart. We have allowed for a maximum of 10 people in the Gallery.
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Do I need a COVID Pass to enter the building?
No. This legislation only applies to our cinemas, theatres or any space where a performance is taking place. COVID Passes and test results will be checked at point of entry.
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How do I get a COVID Pass?
You can get a digital NHS COVID Pass online via the NHS website here. Please register or login with your NHS account. Follow the instructions on the screen, you’ll need to upload a photo ID during the process.
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What if I can't access the digital COVID Pass?
If you’re unable to access the digital COVID Pass, you can request a paper based certificate from Welsh Government by calling 0300 303 5667. Please note these can take up to 10 working days so you’ll need to plan ahead.
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How do I get a lateral flow test?
Lateral flow tests are free and can be ordered online here. If you’re unable to use the online service, you can order tests by calling 119, or collect from your local pharmacy.
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I haven’t got a COIVD Pass, will you accept my vaccination card?
No. We only accept the official proof of vaccination status which is the digital NHS COVID Pass or a letter from Welsh Government. Or the confirmation of a negative test result received by text or email from the NHS.
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I forgot to do a lateral flow test within 48 hours of my event and I don’t have a COVD Pass, will I be refused entry?
Yes. Unfortunately, if you’re unable to provide us with a negative lateral flow test result taken within 48 hours of the event, and if you don't have a COVID pass, you will be refused entry.
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Do these rules for COVID Passes and test results apply to everyone?
No, if you’re under the age of 18 you don’t need a COVID pass or negative test result. Some people are exempt from vaccination and/unable to do a lateral flow test. If this is the case for you, you’ll need to provide proof of exemption and a photo ID.
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Will I get a refund if I turn up to an event without my Covid Pass or negative test result?
If you booked after 15 November, we won’t be offering refunds. However, if you booked before 15 November, and you don’t have a Pass or negative test result, you will be offered a refund.
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What if I don't have the vaccine?
If you haven’t had the vaccine, you’ll need to present a negative test result taken within 48 hours of the event, received by text or email from gov.uk. You’ll also need to show proof of identity.
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I don't live in Wales, how can I prove my vaccination status?
Health services in England, Scotland and Northern Ireland have another version of a COVID Pass which we will accept - please visit your local NHS website for further information.
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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 by contactless is encouraged. Visit our Ticket Information page for more details.
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Are you accepting cash payment in the venue?
We strongly encourage booking in advance online or, if you are in the venue, paying by contactless. We can accept cash payment in exceptional circumstances.
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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. 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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Will the gift shop be open?
No. Our shop is closed until further notice.
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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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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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When are tickets taken off sale?
Tickets for film screenings are available to purchase online up to 15 minutes before the advertised start time, subject to availability. Tickets for virtual events are available to purchase online up to 1 hour before the advertised start time, unless stated otherwise, and subject to availability.
Food & Drink
What to know before visiting our café bar, including how to book a table and ordering food & drink
