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.
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?
We’re no longer gathering details for Track and Trace.
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Do I need to wear a face covering at all times?
You’re no longer be required by law to wear a mask. However, we advise you continue to do so to keep everybody safe.
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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've returned to full capacity across the building.
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Do I need a COVID Pass to enter the building?
You’re no longer required to show a COVID pass for entry to our cinemas and theatres.
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What if I’m unable to book tickets online?
Staff at our Information Desk can take bookings in person. 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.
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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.
