FAQ's

Updated: 18th January 2022

From buying tickets through to anything Covid related, please find the answers to our frequently asked questions below;

Covid-Related Cancellations and Rescheduling

How do I know if the show I have tickets for is cancelled or postponed?


We have a page on our website dedicated to show & event status. This shows if an event has had a programming change and the reason for it. We would also contact all customers via email who would be affected by any changes to the event they have booked. www.thegrangetheatre.com/eventstatus




I have tickets for a show that has been cancelled. Will I receive a refund?


Yes for all cancelled events, you will be automatically refunded via the original payment method from our box office. Please allow up to 14 working days for these funds to appear back into your account. These refunds are in conjunction with the terms and conditions of purchase.




I have pre-ordered refreshments for a cancelled show? What happens now?


You will recieve a full refund for your order excluding a 2.5% card transaction fee which is non refundable. Please allow some time for these to be processed.




A member of the party has tested positive for Covid - can we have a refund?


We offer insurance for all customers for Covid/illness and other situations to help protect you. Outside this insurance the venue is unable to refund any tickets in these circumstances. You can sell or gift these tickets to someone else, but please note that any refund for a cancelled show would come back to the original booker and any refund protection isnt transferrable.




We have purchased booking protect - how do we claim for a refund?


This is separate from the venue box office and we ask you to follow the documentation sent to you. You will need your booking reference and we ask you to start this process before the date and time of the performance. Please follow: https://bookingprotect.com/apply-for-a-refund/




What does Booking Protect cover?


A full list of what Booking Protect covers can be found here: https://bookingprotect.com/our-product/what-we-cover/ And a full list of Coronavirus cover can be found here: https://bookingprotect.com/coronavirus-guidance/





Keeping you Safe

What is the theatre doing to keep all safe during this time?


We are following the latest guidance for all audience, cast, crew and visitors to the theatre to keep you all safe. The following page shows all we are doing and a link to our latest documentation and our safety procedures to keep everyone safe. www.thegrangetheatre.com/covid19




Are you operating a Covid Pass entry requirement?


Yes we are implimenting a spot check on Covid passes or a negative lateral flow test for all those aged over 12 years old. Please visit our page which details all the details you need to know. Please have one of these ready if you are asked to show it by one of the team - this is an entry requirement for all shows currently. www.thegrangetheatre.com/covidpassport




I dont have a Covid Pass - will a negative lateral flow result be ok?


Yes we are currently operating a system where it is either a green pass on your Covid Pass or proof of a negative lateral flow test (please dont bring the test to the theatre. We ask for proof of the text/email from where you recorded the result) www.thegrangetheatre.com/covidpassport




I am not happy attending due to the rise in cases? What options do I have?


We are following the latest guidance and laws relating to Covid 19 and understand you may have reservations in visiting the theatre. Please see our Keeping you Safe page. We are unable to refund in this instance and you may be able to exchange to another performance which is quieter or onto the balcony seats. This is subject to availability and can be done upon arrival to the theatre. You can gift or resell your tickets if you wish to but the sold on tickets wouldnt be covered by refunds or cancelled performances.





Exchanges & Refunds

How do we get a refund for a show please?


All tickets are non refundable unless in the case of a cancelled event/show. In this case your tickets will be automatically refunded with an email. There is no need to contact the venue in this case. We offer booking protect insurance at the checkout for each booking which we highly reccomend as this insures you against illness and many other instances.




How do I exchange my tickets for another show?


We will exchange tickets for the same production/event where possible. These are on a case by case basis and subject to availability. Only an email from the original person booking the tickets will be responded to for any exchanges. Please contact the venue by using: Contact Us We have currently suspended all exchanges for the Pantomime until we know if there are any capacity limits being imposed on shows after Christmas by the Government.




We want to give our tickets to someone else or sell them - can we do this?


You can resell or give your tickets to someone else. But we would like to point out the following;

  • Booking Protect Insurance doesnt transfer to a newly named person
  • Any cancelled show refunds would automatically go back to the original customers bank
  • The new customer wouldnt receive any updates/changes in terms
  • No exchanges are permitted to a third party (ticket holder using a different email address)
  • Tickets are scanned/checked at the venue and any duplicates are void




Is there somewhere I could resell my tickets?


Yes we have created a facebook group for this purpose: https://www.facebook.com/groups/grangetheatretickets This is managed and moderated by the venue. Any ticket selling posts on our main page are automatically deleted.





Booking Tickets

How do I book tickets for an event at The Grange Theatre?


Our box office is run and managed by Ticketsource Book Online: www.thegrangetheatre.com/boxoffice Telephone: 01606 539040 (Option 1) We sell some tickets via Eventbrite and Ticketmaster for specific but not all events.




Are there booking fees in addition to the ticket price?


No we include all booking fees into the ticket prices as we believe in what you see is what you pay.




Do I need to print my e-tickets?


We encourge you to print as little as possible to help us with our reduction on waste. You can show us your e-tickets displayed on your phone to enter the venue. We ask you download them from the email to your phone or take a screenshot so they are accessible in the theatre.




I have ordered tickets to be posted to us over the phone and they havent arrived yet. What can I do?


Please allow extra time for the tickets to arrive by post. We will have your booking on our list so please dont worry. You can call our box office 01606 539040 (Option 1) to ask about your postal tickets should you be worried about these.




I have not received my E-tickets via email - what can I do?


Please check your junk mail folders for your tickets in the first instance. You can request new tickets to your event by visiting the dedicated Help & Support page at Ticketsource. If you are worried you can email us from the same email address using our contact page to let us know and we will check your email address is correct and resend your tickets to you (this option may have more of a delay that the first option due to the current high demand on the theatre team in the office)





Whilst you are here

Can I buy tickets on the door for a performance?


Yes you are able to buy tickets on the door for a performance. It is not currently possible to add on booking protection when purchasing on the door. We reccomend booking online if this is something you would like to add onto your booking. For the pantomime we accept card and cash payments and for all other shows we accept cash only. You can only purchase tickets for the current production on the door of the theatre.




Is there a cloakroom?


We are not currently operating any cloakroom or coat/umbrella stands at the theatre due to the current Covid safe measures in place.




What time can I arrive to the theatre?


The theatre foyer and bar is open 30 mins before each performance time. You can enjoy a drink from the bar at this time and pre-order for the interval too.




Where can I leave pushchairs and buggies?


We dont allow any pushchairs or buggies into the theatre auditorium due to space and fire safety. You can leave these in the theatre foyer as guided by the venue staff.




What happens if I arrive late?


We understand that arriving late is sometimes unavoidable. Upon arrival please make yourself known to a member of staff who will advise you when to enter the theatre. Each show has specific latecomer points when we try to get latecomers seated during the applause points. Please be aware though that some shows do not allow latecomers.




Can I take photographs and Videos of the performances?


No, the Theatre's policy states that unless we announce otherwise, photography and filming is not permitted in the theatre once a show has started out of respect to the performers, for the safeguarding of young performers, GDPR and due to copyright. We do however encourage all customers to have pre-show theatre selfie; tag us @grangetheatre / @grange_theatre. We're on Instagram, Twitter and Facebook.




Where are the toilets situated?


The theatre toilets have been adjusted temporarily due to Covid 19 to allow more space. These are signposted at the theatre. If you require a disabled toilet, please see one of the theatre staff who will be able to assist you.




Where do I park?


Please use the car park across the road from the theatre signposted with a recognised blue P sign. Blue badge holders can park at the front of the Senior School building but these are subject to availability and sometimes coned off for coach parties.




Is there free customer Wi-Fi at the theatre?


Sadly at the moment this isnt ready for our customers. We are working on this at the moment with new access points already installed for this. As soon as we are ready we will announce this and update our website.