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’re avoiding queuing in our building by using spacing markers on the floor, reduced capacities, single direction staircases and a much simpler bar system.

✔ Building Access - When you arrive come to the front door and lots of signs (and staff) will get you to the right place.

✔ Physically Distanced Seating - Following government guidelines we’re distancing seats. Your tickets will specify a door to enter and exit through into the theatre and the doors will open earlier to avoid any rush or queuing for seats.

✔ 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.

✔ Test & Trace - We will ask each member of your group to give test & trace contact details on arrival. While this is optional it’s incredibly useful in the fight against Covid-19. These details will be stored securely, used for track and trace only and destroyed after 21 days.

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

✔ Limited Capacities - We’ve reduced the seats available for sale in all our venues – this will mean much less congestion in the building and fewer people in the theatre.

✔ 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 - We have toilets available for public use however we’ll reduce the number of people able to enter in and out at any time and they will be more frequently cleaned.

✔ 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.

Face Coverings - We ask that you wear a face covering during your visit to Theatr Clwyd to ensure maximum care for all visitors and staff members. It can be only be removed to consume food or drink.


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 filling in this form online or by ringing our box office on 01352 344101 (our phone lines can be busy so the online form is always the better option).
    • The form will timestamp and send you a copy for your peace of mind.
    • 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 filling in this form online or by ringing our box office on 01352 344101 (our phone lines can be busy so the online form is always the better option).
    • The form will timestamp and send you a copy for your peace of mind.
    • 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 Development Trust Ltd (Registered Charity No. 1104878) 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!