FAQs

  • Access – how many stairs?

    The theatre is up a flight of stairs with 21 steps. There is a handrail along the left side of the stairs. There is a short turn to the right at the top the stairs.

  • Memberships – What is a membership card?

    For licensing reasons all theatre patrons are required to have a membership card for the additional cost of £1.50 on your first visit. Patrons who do not purchase a membership card with their ticket at the time of their online booking and do not present one at the door will be required to pay for a new one when collecting their tickets.

    Please note, memberships are allocated per customer not per group. You must be able to present a membership card each for all tickets purchased under the Members Adult title.

  • Ticket collection – Do I need to collect my tickets on arrival?

    Due to Covid-19 regulations, all our tickets are now digital. When you book your ticket, you will receive a booking confirmation. This is your ticket.

    Please ensure you have the barcode available to be scanned by a member of our team upon arrival. There is no need to print this – please use your phone or tablet! Our box office and auditorium will open 20 minutes before the show start time.

    Upon arrival, if necessary, you will be issued a membership card by a member of our team.

  • Seat allocation – where am I sitting?

    Due to Covid-19, we are operating with a reduced capacity of 30 seats. We are offering tables of 2 however if you would like to make a group booking, please contact the team on mail@canalcafetheatre.com. 

    You will receive an email with your table and seat allocation prior to your visit to the theatre.

  • Concession tickets – what is classed as a concession?

    We offer concession tickets to all over 60’s, students, and equity card holders. Please note, you will be required to show proof of identity and/or a student or equity card if you have purchased or are looking to purchase a concession price ticket.

  • Refunds / Exchanges

    Due to Covid-19, we have updated our refunds and exchange policy. If you would like to discuss your options, please email the team on mail@canalcafetheatre.com.

    Regrettably, our box office staff will not be able to offer any refunds or exchanges on the door and if necessary, they will hand you over to the management team to assist you with your query.

  • Can I re-sell my ticket?

    You are not permitted at any stage to re-sell a Canal Café Theatre ticket by your own means. This is law for all commercial and fringe theatres unless the theatre itself is working with a third-party ticketing company.

    If you would like to re-sell a ticket as a member of your party is no longer attending the show, please inform our box office staff on collection of your tickets.

    We will always look re-sell ticket on a sold-out performance and if successful, you will be informed of this via email in the following week. We will then be in touch if a refund is possible.

    However, we are unable to guarantee a re-sale at any point and please note, that our box office staff are not permitted to issue you a refund on the door if a re-sale has taken place.

  • Food / Drink – can I have a drink during the show?

    In partnership with the Bridge House pub, we are offering a pre-order menu for food and drinks. This is to abide by current social distancing regulations.

    Please see our ABOUT page for more information.

  • Timings – what is our late comers’ policy?

    Our box office team will be available for the first 15 minutes once a show has begun however,  if you are any later than 15 minutes, we will be unable to permit you into the show.

  • Trying to contact the team?

    Our team are currently working remotely on Monday – Friday between 12pm – 6pm. However, please note that we are a very small team, and therefore things like illness and meetings take us away from our computers! If you have been unable to reach us , please don’t hesitate to email us again at mail@canalcafetheatre.com and we will endeavour to get back to you as quickly as possible.

    During this time, our phone line is not in use.