COVID-19 UPDATES AND FAQs

CHANGES FROM 24 FEBRUARY 2022

From the 24th February, people in England will no longer need to self-isolate. However, for the safety of everyone, we politely ask that if you are experiencing COVID symptoms or receive a positive test result that you do not visit the cinema at this time.

From the 26th January face coverings at indoor venues will no longer be mandatory. However, for the safety of our customers, staff and volunteers, we politely request that all cinema-goers continue to wear masks while inside the auditorium.

Many of our screenings are very quiet at the moment with lots of space and ticket availability - we hope this will also give you some confidence in booking. We're very happy for you to move seats to a more spacious area at our quieter screenings. Please ask a member of staff for assistance on arrival.

Socially distanced seating: We have now removed socially distanced spacing from our seating. You will still be able to select your own seating allowing you to leave your own space should you wish. We will be reviewing this regularly and communicating any changes.

Sanitiser stations: Stations will still be freely available around the venue and our one-way systems will remain in place. The auditorium and all touch points will be thoroughly cleaned in line with current COVID-19 guidance after every screening.

NHS Test and Trace: Test and Trace os no longer in operation so there is no need to sign in or scan the QR code when you arrive at the cinema.

COVID FAQS

BOOKING

Can I make my booking in the normal way?

We kindly ask all customers to buy their tickets in advance either from our website or at the Town Hall – however, tickets will be available to buy on the door. We kindly ask you to allow additional time when arriving at the cinema if you plan to purchase tickets in this way.

Can I buy tickets on the door?

Yes. We kindly ask you to allow additional time when arriving at the cinema if you plan to purchase tickets in this way.

What if I display symptoms before my visit?

If, in the run-up to your booked screening, you or anyone in your household develop any of the symptoms of COVID-19 (high temperature, new or continuous cough or a loss of or change to sense of taste and/or smell), we ask that you do NOT come to the cinema, but instead contact us at [email protected] to organise a refund for your tickets. If possible, please let us know within 6 hours of the scheduled film start time.

Is Royston Picture Palace supporting NHS Test & Trace?

NHS Test and Trace is no longer in operation so we have removed our QR code posters.

ARRIVAL AT THE CINEMA

How will my visit to Royston Picture Palace be different?

The cinema doors will, as usual, be open 30 minutes before each screening. We ask you to arrive in good time to purchase refreshments and locate your seats.

We’ll be asking you to enter the foyer in the usual way and join the queue inside towards the main stairwell. Where possible, please try to remain 2m apart from other booking groups in the queue.

All refreshments will be available, and we politely ask you to wear your mask when not eating or drinking.

Will you be asking to see vaccination passports?

At this time, in line with Government and industry guidance, customers will not be required to show proof of vaccination on arrival at the cinema.

ACCESS REQUIREMENTS

What if I have requirements that make it hard for me to queue?

If for any reason you are unable to queue, please let a member of staff know and we will assist you.

The front row of our first floor auditorium seating is accessible for those with mobility requirements, and we ask that if possible when making your booking, you leave these seats free for others who may need them. These seats will be available with appropriate social distancing measures in place.

FACE MASKS

Do I have to wear a mask?

Whilst no longer mandatory, for the comfort and safety of others, we ask customers to wear masks at all times during their visit to the cinema – including during the film (when not eating or drinking).

In line with Government advice, children under the age of 11 will not be required to wear face masks.

We know masks can be uncomfortable, but we have made this decision with the safety of all of our customers, staff and volunteers in mind, and really appreciate your co-operation in this matter.

What if I am exempt from wearing a mask?

If you are exempt from wearing a mask, please let a member of staff know when you arrive.

What if I forget my face mask?

We will have a limited stock of disposable masks available should you forget yours. Please take these home with you for disposal at the end of the screening.

What if I don’t want to wear a face mask?

Whilst we can no longer enforce mask wearing, we do politely ask you to consider the safety of all of our staff and guests and continue to wear masks if you are able.

STAFF TRAINING

Will Royston Picture Palace staff and volunteers be wearing PPE?

For everyone’s protection, all of our staff and volunteers will be wearing a face masks and will be regularly sanitising and washing their hands.

What training have Royston Picture Palace staff undertaken?

Every member of staff and all volunteers will have participated in our venue Training Afternoon where we will have taken them through all of our new health and safety processes and procedures. They will also each have taken and passed an online training module set up by the UK Cinema Association (UKCA) – Coronavirus basic awareness for Cinemas and will be fully up-to-date on Government guidelines in response to the COVID-19 outbreak.

SOCIAL DISTANCING

How will social distancing be implemented at the cinema?

Whilst social distancing is no longer mandatory, when in and around the cinema (visiting the toilets for example) we ask that you keep 2m away from other customers who are not in your household group. Please ask a member of staff if you are unclear about anything.

REFRESHMENTS

Will I be able to buy refreshments?

Refreshments will be available at screenings but should only be consumed once seated in the auditorium.

Please pay using contactless cards where possible.

In support of Royston Picture Palace, we politely ask that you do not bring your own refreshments into the cinema.

DURING THE FILM

What will be happening with air flow in the auditorium?

The Air Conditioning unit in the building has undergone a thorough service and is safe for use. It will be turned up to a higher-than-usual setting in order to maximise airflow around the auditorium.

What if I feel unwell during a screening?

If you start to cough repeatedly during a screening, or develop a high temperature, we ask that you and your guests leave the auditorium immediately for the health, safety and comfort of all other customers and our staff/volunteers. If the symptoms are in-line with COVID-19 symptoms, you and your household are then advised to get tested as soon as possible and follow the current Government advice regarding self-isolation.

If you feel unwell in any other way, please leave your seat and alert a member of staff.

AT THE END OF THE FILM

What happens after the screening?

When the screening finishes, we ask you to remain seated until the lights come up at the end of the credits and ask you to exit row by row – please do not leave until the row in front of you has cleared. We appreciate this will take a little longer than usual so please allow for this when working out arrangements for your visit (babysitters/taxis etc).

What if I develop symptoms after my screening?

If you (or anyone in your household) develop COVID-19 symptoms (high temperature, new or continuous cough or a change to or loss of sense of taste and/or smell), within 14 days of your visit, please follow Government guidelines around testing and isolation, and contact us as soon as possible. We will then begin the process around Test and Trace procedures.

Similarly, if we hear that any other customer has developed symptoms since their visit, we will use the details provided at booking to contact you or the person who booked your tickets and advise on next steps.

GENERAL FAQs

Seating choice

If you are coming to the cinema with small children, the front row of the balcony has restricted viewing for them (due to the height of the balcony rail). It is fine for taller children and adults.

Please note that row A is the front row in the first floor auditorium. Row AA is the front row of the balcony seating.

Cinema seats start on row D. Rows A-C are removable chairs and may be more suitable for those who require a little extra leg room.

Is the cinema wheelchair accessible?

Yes. Royston Picture Palace has what we hope is a good provision for the less mobile. The front entrance is ramped with handrails either side; there is an accessible toilet on the ground floor; we have a lift between the ground and first floors and there is provision within our seating plan for up to three wheelchair users with carers.

Do you have a booking procedure for customers with accessibility requirements?

Yes. The layout of the cinema means that it is necessary for us to change the layout of the seating to give access to wheelchair users. Therefore we ask that wheelchair users contact [email protected] so that we can book your seating for you.

Please indicate which film you wish to attend and whether you wish to bring a carer (who will be offered a complimentary seat in the vicinity of your wheelchair space). You will then be contacted to confirm your booking. Payment will be taken at the Box Office on the night.

The CEA card

The CEA Card is a national concessionary card developed by the UK Cinema Association for UK cinemas in order to allow people with disabilities to obtain one free ticket for a person accompanying them to the cinema. Click here to obtain your card.

Is Royston Picture Palace available for private hire?

Unfortunately not at this time.

How can I find out more about cinema classifications?

Click here to find out more about the film classifications and an explanation of what they mean.

How much are tickets?

In light of the ongoing challenges brought on by Covid-19, we are simplifying our ticketing structure and increasing our prices for the first time since we took over management of the cinema. We hope you will understand the need for these changes to ensure we can continue to run Royston Picture Palace and improve the range of films and events for our customers.

Our new ticket prices will apply to all screenings from the 1st April 2022.

Daytime (screenings starting before 17:00)
Adult (over 18): £8.00
Concessions (see below): £7.50
Child (under 18): £5.00
Family ticket (2 adults + 2 children or 1 adult + 3 children): £22.00

Evening (screenings starting on or after 17:00)
Adult (over 18): £9.00
Concessions (see below): £8.50
Child (under 18): £6.00

Arts on Screen
Please see ticket price information for each event.

Concession prices are available to those who are: 65 and over, students, unemployed, registered as disabled, military personnel (and their spouses), Uttlesford Concession Card holders

An online booking fee of 60p per ticket is applied to each booking (capped at £2.40 per transaction) to help cover the costs of running our ticketing system (it costs around £7,000 per year to run the ticket system). There will continue to be no booking fees for ticket purchases at the Town Hall.

Please note we operate a no refunds or exchange policy unless related to symptoms of COVID-19. Unfortunately we cannot refund booking fees.

Can I volunteer to help out?

Yes! Royston Picture Palace is supported by a dedicated team of volunteers who voluntarily give up their time to run our community cinema. If the performance isn’t full, they are able to watch the performance for free.

Duties include anything from assisting with ticket sales, helping the audience with any queries, selling refreshments, and assisting with the implementation of health, safety and fire regulations. We also have a limited number of paid Duty Manager roles.

All volunteers are given full training to enable them to complete all tasks assigned to them.

If you would like to join the team of volunteers or apply for a Duty Manager role, please email [email protected]