Welcome Back!

Welcome back to Theatr Clwyd – this page has more information about what we have in place to make sure your experience is safe and enjoyable.

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

Before your visit

✔ Check Your Tickets - Please double check your tickets – we sometimes have people arrive for the wrong performance (and occasionally for the wrong venue) – a quick check helps avoid any problems!

✔ Access Requirements – Our underground car park is open but without tunnel access to the building..

✔ Pre-Order Your Drink – You can pre-order your drinks by using our app to order. It’s available on android and IOS.

Arrivals

✔ Road Closures – The road outside the theatre is closed due to the redevelopment – look out for the big yellow signs as you approach the theatre which will help direct you the right way. If you’re coming from Mold (or our local pub the Glasfryn) then you’ll need to turn in front of the law courts to reach our car park!

✔ Parking - The underground car park is run by Flintshire County Council. It’s free after 5pm but paid the rest of the day. The parking prices (before 5pm) are (currently) £1.50 for a full day and £1 for 3 hours. The parking machines are, sadly, cash-only, however our bar can help with change!

✔ Our Tunnel - Our tunnel is now permanently closed (due to major water issues and our capital redevelopment). There’s a staircase from the car park (which can be a little damp when it’s raining) - it’s something that will be addressed with our redevelopment. The pathway up the hill is well-lit and has a super high-grip surface made of recycled tyres.

✔ Accessible Drop Off Point - We have an accessible, flat access drop off point behind our new foyer – go up the road that leads behind the theatre to get to it. While you can’t park up there you’re fine to pause for 5 mins to help people inside. If you have any problems then drop us a call and we can find ways to help.

✔ Recommended Arrival Time – Please arrive 30 mins before the show, while we are sometimes able to admit latecomers this isn’t always the case and we have limited latecomer seats.

✔Our Theatre Village - Our new temporary theatre village foyer opens 90 mins prior to the show starting – we’ve a lovely bar, great new toilets, hot & cold drinks and you can read our theatre newspaper while you wait!

During Your Visit

✔ Contactless Payments - We would highly encourage contactless payments during your visit and we have contactless payment points at our bar and ticket desk.

✔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 - There’s no need to print out your e-tickets – simply show them at the doors on your smartphone.

✔Toilets – We have more toilets than in our previous building, however there may, sometimes be queues. Our redeveloped building will, however, have vastly more loos!

✔Emergency Exits – During our redevelopment work we’re predominantly using one door to enter and exit the main house, but don’t worry, we have three emergency exits should we need to evacuate the theatre.

After Your Visit

✔ Your Feedback – Let us know what you thought of your experience with us. The day after the event we’ll send you a survey – we read all of them and make changes where we can – you can also drop us an e-mail to box.office@theatrclwyd.com

✔ Tell your friends – If you enjoyed your visit to us then please tell your friends, we reply on the support of our communities and audiences to make sure that the arts continue to thrive in North Wales.

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 outbreak – this will make our tickets more flexible if you’re unwell or are isolating.

These changes are applicable for all events until 1 August 2022

If the show is cancelled

If the show is cancelled then 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 12 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.
  • Credits must be redeemed within 18 months.
  • 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.
  • Credits must be redeemed within 18 months
  • 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.

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!