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

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 your visit.

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


Covid Passes

Welsh Government now requires people to show their Covid status to attend performances at cinemas and theatres. That means that you’ll need to demonstrate your Covid status to legally attend events at the theatre. If you’re only visiting the public areas of our building and not attending a show then you don’t need to show a Covid Pass to come in.

Everyone aged 18+ coming to an event will need to show either an NHS Covid Pass, or proof of a recent negative lateral flow test result.


How do I get an NHS Covid Pass in Wales?

You can get your NHS Covid Pass online through the NHS website. If you’ve been vaccinated in Wales you can’t use the NHS app to generate your pass.

You’ll need to have had at least two doses of an NHS Covid vaccine, be registered to a GP in Wales and over 16 – this pass proves your fully vaccinated status.

You’ll need to register or login with your NHS account, and follow the instructions on screen to set up your pass. Make sure you have photo ID (your passport or driving license) ready to upload during the process.

The pass will generate a QR code which you can show on your smartphone to gain entry to our auditorium. If you’d rather, you can also download and print your Covid Pass to show us. More Info


How do I get an NHS Covid Pass if I’m not in Wales?

The NHS in England, Scotland and Northern Ireland have their own versions of a Covid Pass - please visit the website relevant to your local NHS for more information.

You should apply for a Covid Pass from the nation in which you are registered with a GP.

If you were vaccinated outside the UK, you will need to show an official vaccine certificate from that country. The Welsh Government has published a list of recognised international vaccine certificates.


What if I can’t access the NHS Covid Pass Online?

You can show us proof of a recent negative lateral flow test result. The result should be from no more than 48 hours before your performance.

Just show us the official NHS email or text message confirming your negative result. Please don’t bring your physical lateral flow test stick with you – you must upload the result and show us confirmation to gain entry.

You can order lateral flow tests for free online.


What if I am not vaccinated?

You can show us proof of a recent negative lateral flow test result. The result should be from no more than 48 hours before your performance.

Just show us the official NHS email or text message confirming your negative result. Please don’t bring your physical lateral flow test stick with you – you must upload the result and show us confirmation to gain entry.

You can order lateral flow tests for free online.


Can I use the card I was given when I was vaccinated?

No. We will only accept NHS Covid Passes and official vaccination certificates as proof of your vaccinated status. Please follow the guidance above to get your NHS Covid Pass.


How do get a paper Covid Pass?

If you need a paper certificate then you can call the NHS on 0300 303 5667 (charges may apply).

How do I get a Lateral Flow Test?

You can order Lateral Flow Tests online via the NHS – this is the link our team uses – Click here.

Can I refuse to bring one?

Yes you can, but legally we would not be allowed to admit you to see the show.

What if my lateral flow test is positive?

Not to worry, these things happen. While we don’t offer refunds we can put your tickets on credit or transfer them to an alternative performance – see the bottom of the page for more information.

Why are Theatr Clwyd insisting on people using the NHS Covid Pass?

The NHS Covid pass has been made a legal requirement for people attending events at the cinema, theatre, nightclubs and large events in Wales by Welsh Government . We legally have to enforce the use of Covid Passes or we would face a substantial fine, or potentially closure.

How Will It Work?

We’re working out a quick and simple system for when you arrive. We’ll check NHS Covid Passes on the ground floor (we’ll have a few of our team around to help where we can) and then you’ll be free to move around the building. Tickets will be checked as you enter the auditoria (which will help, we hope, avoid queues and make life easier for everyone).


Safe & Comfortable

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 is open but without tunnel access to the building..

Gaps between bookings – Performances until 15th November will have reduced capacities and gaps between groups.

Timed entry – Our tickets will have a recommended time to enter the theatre to help reduce the 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.


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 until 31 Jan 2022.

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!