1. I have tried to book my tickets but was not given a choice of seating, is this correct?

We generally only allocate seats for performances which are deemed likely to be very busy. For non-allocated performances you simply choose where you would like to sit on arrival in the auditorium.

2. I represent a charity, any chance of some free tickets for a fundraising event?

Whilst we cannot promise to reply to every charity request (we get a lot!) we do need all requests to be made in the form of a letter on headed paper from the company or charity which is doing the fundraising.

3. I need to make a change to a booking that I've made. Can I do this online?

Unfortunately not. The terms and conditions of online booking do state that these tickets cannot be refunded or exchanged.

4. The film I want to see is new, and I can see times for it up to Thursday, but nothing from Friday onwards. Why is this?

Film times become available for the cinema week, which runs from Friday to Thursday, on the Monday beforehand (except where the Monday is a Public Holiday - in which case it'll be the Tuesday instead). Generally from around 5pm.

5. A film that I have been eagerly waiting for has been released nationwide, but isn't showing at Grantham. Why is this?

On an average week there are several new films being released, some of which are on a very limited release. These are restricted by the distributor to play only at certain cinemas.

6. What age classifies as a child/senior citizen etc?

Child = 12 months to 14 years

Adult =  15 years and over

Senior Citizen = Statutory Retirement Age

7. Do you do the Meerkat movies deal?

          Yes we do, once you receive your code enter the number into the Meerkat code when booking                  online to get your 241 cinema ticket (subject to the T&C's on the Compare the Market                               website). Meerkat movies are only valid for Tuesday and Wednesday showings.

View website here - https://www.comparethemarket.com/customer-rewards/meerkat-movies/

8. What do the U, PG, 12A, 15 or 18 symbols mean?

The cinema is a licensed premises and as part of the license it is required to uphold certain restrictions based on the BBFC certification for the films in question.

Whilst U and PG films have no restrictions and are simply advisory (to give guidance to parents as to the content of the film) 12A, 15 and 18 certificate films ARE restricted and the cinema has a legal duty to refuse entry to those who do not meet the criteria.

As such, people who appear to be below the age criteria for each film will be asked to provide an official form of identification that proves their age. Such ID includes a passport, driving license, birth certificate (as long as it is supported by something else proving they are the person to whom the certificate relates) or a card bearing the PASS hologram (https://www.citizencard.com).

Unfortunately, a parent or guardian's word CANNOT be accepted as proof in these circumstances.

For reference, the full criteria for each certificate is as follows:

U - Universal - Suitable For all

A U film should be suitable for audiences aged four years and over, although it is impossible to predict what might upset any particular child.

U films should be set within a positive framework and should offer reassuring counterbalances to any violence, threat or horror. If a work is particularly suitable for pre-school children, this will be indicated in the BBFCinsight.

PG - Parental Guidance

General viewing, but some scenes may be unsuitable for young children A PG film should not unsettle a child aged around eight or older. Unaccompanied children of any age may watch, but parents are advised to consider whether the content may upset younger, or more sensitive, children.

12A - Suitable for 12 years and over

Films classified 12A contain material that is not generally suitable for children aged under 12. No one younger than 12 may see a 12A film in a cinema unless accompanied by an adult. Adults planning to take a child under 12 to view a 12A film should consider whether the film is suitable for that child. To help them decide, we recommend that they check the BBFCinsight for that film in advance.

15 - Suitable for 15 years and over

No one younger than 15 may see a 15 film in a cinema.

18 - Suitable for adults only

No one younger than 18 may see an 18 film in a cinema.

9. Am I allowed to take my own food and drink into the cinema?

We operate a no own food and drink policy and may ask customers to leave any food and drink not bought on the premises at the retail stand to be collected when leaving the cinema.

As a food operator we offer a wide range of drinks and snacks to satisfy our customers but also protect our cinema furnishings and customers clothing. Not all movie-goers are considerate of others in their snack choices and we have needed to set clearer guidelines on what is appropriate.



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