Welcome Back

Judy (Katherine Parkinson), dressed in 1950s clothing, sits happily in a lounge holding a cloth and a plate. Her husband sits next to her

Welcome Back!

We’ve put in some measures for this event to make sure your experience is safe, clean and enjoyable.

Here’s what we’re doing and how they’ll affect you visit.

Please note these may change as lockdowns are eased or implemented.


Safe & Comfortable

Reduced Queuing - We’ve floor queue markers, single direction staircases, more bars and a bar app for interval drinks.

Face Coverings* - Face coverings still have to, by law, be worn in our building. They help make sure that everyone can enjoy our shows, particularly vulnerable groups as well as our teams (including our actors!). They can be removed when eating or drinking.

* (Unless you are exempt for medical reasons, or are under 11 years old)

Car Parking – Our underground car park will reopen on 1 Oct (but without tunnel access to the building) – the outdoor car parks will remain open until then.

Building Access – Our car park tunnel remains closed (due to ongoing damp and mould issues) – our front doors are clearly labelled with in and out doors.

Gaps between bookings – Performances until 15th November will continue to have reduced capacities and gaps between groups. Performances until 5th September will remain socially distanced.

Timed entry – Our ticket will have a recommended time to enter the theatre so you don’t need to pass anyone on your row.

Hand Sanitiser Points - There’s hand sanitising points around the building – as you enter but also at the top of staircases. Using them is incredibly helpful.

NHS App – We’d really recommend all audiences use the NHS App when visiting our building and scan in on arrival to help prevent the spread of Covid.

Contactless Payments - We would highly encourage contactless payments during your visit and we have contactless payment points throughout the building.

More Bars – We will open a bar on the ground floor and also in our gallery on busier night to help avoid queues and congestion.

Increased Cleaning - We’re cleaning our building more – you may see us wiping down surfaces during your visit – it’s all scheduled so nothing to worry about.

E-Tickets - Please consider them if you can – we send you a simple e-mail with your booking attached – you don’t have to print them, you can show them at the doors on your smartphone.

Toilets – Please wear a face mask when using our toilets – additional toilets will be signposted around the building to help avoid congestion.

✔ Checking Temperatures - As you enter the building we’ll check your temperature (it’s a quick, non-contact 5 second process) – if you do have a slightly high temperature we’ll just ask a couple of checks to make sure you’re okay.


Order your drinks and snacks with our new Theatr Clwyd Bars app.

Order any time, from when you purchase your ticket, right up until the start of the show.

Download our Theatr Clwyd Bars app for free, to order your drinks and snacks.

Available on iOS and Android.
You can also order online here.


Refunds

It’s important to us that you have confidence when booking your tickets with us. For a limited period we are changing our refund policy in response to the Covid-19 outbreak – this will make our tickets more flexible if you’re unwell, have been asked to isolate, or don’t feel comfortable attending a show.

These changes are applicable for all events between 1 April 2020 and 1 August 2021.

If the show is cancelled

If there is another lockdown or there is a company illness and the show is cancelled then we will make sure that your money is protected and you get your money back.

  • You will be entitled to a full refund.
  • You may be asked if you would like refunding to your payment card, a credit note with the theatre, to exchange your tickets to a rescheduled performance or if you’d like to give the full or a partial amount of your refund as a donation to help the theatre with its work.
  • Refunding a full audience is a big job so can take a few days to complete.
  • If you’ve paid in cash or by cheque it can sometimes take longer for us to refund you.
  • Please ensure when you book that you give us an e-mail address and phone number.
If you are ill and unable to attend

If you’re ill or have Covid-19 symptoms in the days leading up to your visit we’d ask that you’d get in touch and we can help move or credit your tickets to ensure everyone remains safe.

  • We are able to offer a credit note with the theatre or an exchange to a different performance. There is a £1 per ticket charge to do this (this is free for members)
  • You will need to let us know 6 hours prior to the performance by ringing our box office on 01352 344101 (our phone lines can be busy) or by emailing box.office@theatrclwyd.com
    • Credits may take a couple of days to show up on your customer account.
    • If exchanging to a difference performance and the tickets selected are more expensive we may ask you to pay the difference between those seats (if they are a lower cost then we will credit note the difference to you).
  • We don’t offer refunds back to payment cards unless in exceptional circumstances.
If you are not ill but unable to attend

If you’re feeling anxious or nervous about visiting then we can help move or credit your tickets to ensure life’s as easy as possible.

  • We are able to offer a credit note with the theatre or an exchange to a different performance. There is a £1 per ticket charge to do this (this is free for members)
  • You will need to let us know 6 hours prior to the performance by ringing our box office on 01352 344101 (our phone lines can be busy).
    • Credits may take a couple of days to show up on your customer account.
    • If exchanging to a difference performance and the tickets selected are more expensive we may ask you to pay the difference between those seats (if they are a lower cost then we will credit note the difference to you)
  • We don’t offer refunds back to payment cards unless in exceptional circumstances.

Make a donation

This will help us to get through these difficult times, including managing the costs of freelance actors and creatives.


By donating to us you will support our work both on and off stage.

As a registered charity, Theatr Clwyd Trust Ltd (Registered Charity No. 1189857) we're able to claim Gift Aid on your donation. Gift Aid is a fantastic way to be able to give a little more with no extra cost to you. If you are eligible for Gift Aid we are able to claim 25% from HMRC on top of your donation.

Your £10 donation to us will become worth £12.50!