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Event Ticketing FAQs

Below are some of the most common questions we get asked with regards to our event ticketing. If you have any further queries, please contact

Does the event take place outside?

The majority of our events take place in the Great Hall of the Castle Keep. If there is any difference, this will be stated in the event details themselves. We also hold a lot of events in the Harbottle Suite of the Black Gate which is fully accessible. It's worth noting that the Great Hall of the Castle Keep can get very cold in the months of October to March, so please bear that in mind and wrap up warm.

Are there seats available?

Yes. Most of our events are seated, with music gigs being the main exception as these are standing, unless otherwise stated. Though chairs are always available for anyone who needs one, please ask a member of staff.

I haven't received my tickets in the post, what do I do now?

Tickets aren't sent through the post, but rather via email (hence we don't need to charge a booking fee or any extras) so please check your email address for all you need. (including your junk and spam folders).

I haven't received my tickets via email, what do I do now?

Please check you junk and spam folders as some email providers do pop our emails in there. If our email is not there, please be aware that some service providers can block our emails from coming through entirely (we are working on resolving this problem) but your name and ID will be enough for entry. You can also register and access your order details by logging in too. If you have any further problems, please email

Can I bring my own sweets?

Of course, we just ask that customers are respectful of those around them and clean up after themselves.

I can't make this event now, can I have a refund?

Unfortunately not. Much like a lot of cinemas, we don't offer a refund policy for tickets. You can post in our various Facebook events and sell your tickets on to someone who may want them in case of a sell-out though.