Please read the following terms and conditions carefully – when you buy a ticket by telephone, in person at the box office or online, you are agreeing to our terms and conditions.
Definitions:
- In these terms and conditions ‘we’, ‘us’ and ‘our’ means Palace Cinema Broadstairs, operated by Vision Box Cinema Ltd, company number 09831081.
- ‘Palace Cinema’ also includes venues where we screen films offsite.
- You, Customer or Audience means anyone who visits the cinema.
Please note: For Private Hires, different terms may have been agreed between us and the hirer. In this case different terms may apply – please refer to us with any questions.
These Terms and Conditions do not and shall not affect your statutory rights as a consumer.
TICKETS AND CONDITIONS OF SALE
- Please check your ticket details carefully as we can’t guarantee that mistakes will be rectified after the booking has been confirmed.
- Changes to advertised programme: All tickets are sold subject to the Palace Cinema’s right to alter the advertised programme or screening without prior notification.
- Online sales availability: Online sales are available up to advertised film start times unless otherwise stated and subject to availability.
- Booking fees: A non-refundable booking fee of 50p per ticket up to a maximum of £2 (for four tickets or more) applies to all sales made online or over the phone. In the case of a ticket bought online or over the phone being refunded by us, the booking fee is non-refundable. Please note that booking fees go direct to our online sales provider, Savoy Systems. There are no booking fees for tickets bought in person at the box office.
- Full payment for advance bookings: Tickets purchased in advance – online, over the phone or in person – must be paid in full at the time of booking. We are not able to take reservations.
- Changes to ticket prices and availability: All tickets, price types and discounts are subject to availability and can be changed and/or withdrawn without prior notice. We reserve the right to introduce offers and price changes without prior notice. The price of your ticket will be the price set at the time we accept your order.
- Concessions and free entry: For all our standard film screenings, concession tickets are available for children 14 and under, people over 60, students and unwaged. Free tickets are available for companions accompanying a disabled person who holds a CEA card [please see our ACCESS page for more details or ask a member of staff] and for babies 12 months or under. Where a concession is claimed, proof of identity and concession entitlement may be required and only one reduction can be applied to each ticket. Reductions may be limited.
- Ticket re-sale: Tickets are sold for private use only and are not for resale for commercial gain to the holder. If we have reason to believe that tickets are being resold for commercial gain, we may invalidate them and refuse entry to the performance.
- Lost, stolen or destroyed tickets: We are not responsible for any ticket that is lost, stolen or destroyed. Duplicates may be issued at our discretion.
- Ticket collection: Tickets are held at our box office at the Palace Cinema, Harbour Street, Broadstairs CT10 1ET unless otherwise stated. Where ticketing is hosted by a third party, i.e. for some special events and private hires, the Palace Cinema is not responsible for tickets. In that instance, these terms and conditions will not apply.
- Special effects in film or event: If customers have any special requirements or concerns about any special effects which may be featured in a screening or event, they should let the Palace Cinema know prior to booking. Special effects may include, but not be limited to, sound, audio visual, or lighting effects.
TICKET EXCHANGES AND REFUNDS
- Exchange requests can only be made a minimum of 24 hours before the screening or event, and only during the Palace Cinema’s part-time box office hours (Tuesday, Friday, Saturday and Sunday, 4-9pm). Exchange requests received during hours we are not open on these four days or on the three days we are closed (Monday, Wednesday, Thursday) cannot and will not be processed.
Exchange requests received during hours we are not open on these four days or on the three days we are closed (Monday, Wednesday, Thursday) cannot and will not be processed.
- Exchange options and price differences: The exchange can be for another event or screening up to one month ahead of the original booking, subject to availability. Where the new screening is of a higher cost, the price difference will be charged, but if lower we regret that we are not able to offer a refund.
- Refunds: We regret that tickets cannot be refunded except in the case of a screening / event cancelled by the Palace Cinema. In this case all tickets including booking fees are refunded by the same method with which you made the original purchase (card, cash or Palace Gift Voucher).
- Booking fees: Booking fees incurred by you when booking tickets online or over the phone are non-refundable.
MEMBERS’ TICKETS
- Marine & Amber Pals’ free tickets: As a benefit of Marine and Amber Pal annual memberships, Pals are issued with a number of free tickets depending on the membership type. Pal free tickets are automatically applied to the online membership account at point of joining or renewing and must be redeemed within 12 months as they will expire with that year of membership.
- Crimson Pals’ free tickets: Members with a Crimson Pal annual membership have access to booking tickets at no cost for most performances in our programme.
- Ticket availability: Tickets for screenings and events are subject to availability and as such may not all be available for m embers.
- Members’ benefits: Details of member benefits and how to access them are on our website [link to MEMBERSHIP page] and at the booking stage.
FOOD & DRINK
- We request that you only consume food and drinks bought from the cinema.
- It is strictly prohibited to bring your own alcohol or hot food into the premises as this is in breach of our licence. We reserve the right to confiscate hot food and alcohol which is brought onto the premises, in which case these items will be returned to you at the end of the screening.
- You must observe the licensing regulations at the cinema concerning the sale and consumption of alcoholic drinks. We operate a Check 25 policy and you may be challenged to provide a valid photographic ID card to confirm your age.
HEALTH AND SAFETY
- You must adhere with any health and safety procedures or instructions that are in place or notified to you by our staff or by notices.
- No member of the audience is permitted to obstruct or sit on the stairs or in a foyer, passageway or the aisle as these are fire access routes. The only customers who may use the aisle during a screening are wheelchair users or carers with babies under 12 months in a buggy or pram; only one of these per screening with the wheelchair user taking precedence.
- For the safety and comfort of all customers and to avoid fire risk, items larger than a small rucksack (i.e. something that cannot comfortably be kept with you in your seat) may not be permitted into the auditorium. If you are unsure, please ask us before your visit, as we have limited space to store personal belongs.
ANIMALS
Guide, hearing or other assistance dogs are welcome but other animals are currently not permitted.
PERSONAL BELONGINGS
We accept no responsibility for loss of or damage to your personal belongings while on the premises.
CONDITIONS OF ENTRY
- Refusal of admission / Removal: We reserve the right to refuse admission and also to request that ticket holders leave the cinema at any point on reasonable grounds, including for health and safety, licensing reasons, or where we believe other customers’ or staff comfort, enjoyment or security may be affected. We will take any appropriate action to enforce this, without a refund.
- Film start times: Screenings start at or up to 5 minutes after their advertised times. Tickets may not be available for purchase after the screening start time.
- Film classification: We are required by law to refuse the sale or admission to a screening to anyone who, in our opinion, is below or appears to be below the minimum age required by the relevant classification of the British Board of Film Classification, or equivalent classification (For more information about certification, including full BBFC guidelines, please visit bbfc.co.uk LINK). You may be asked for appropriate photographic proof of age ID (e.g. passport, driving license, PASS card) to enter a screening or event; If you are unable to prove your age, you will not be able to watch the film. Events may be age restricted and it is the responsibility of the ticket holder to check before purchasing. Refunds may not be issued if the ticket holder has purchased an incorrect ticket type.
- Latecomers: Latecomers are permitted where possible at staff discretion. Pre-booked tickets can be collected from the box office if the screening has commenced, however latecomers (if permitted) will be seated by staff to minimise disruption to other members of the audience and may not be able to take the seats designated on their tickets.
- Filming / Recording: The unauthorised use of photographic or recording equipment, including mobile phone cameras, is not permitted without prior arrangement with us.
- Mobile phones: Ticket holders must turn off mobile phones and other devices or switched to silent mode during the screening. Failure to do so may result in being asked to leave the screen.
- Ticket holders must comply with all relevant statutes, safety announcements and venue regulations whilst attending the event.
PRIVACY
When making a booking with us your personal information is processed through our Box Office system. We use your information to:
- Fulfil ticketing and/or gift and membership purchase requests, including confirmation of your booking or purchase to you or your gift recipient by email and/or letter.
- Process payments. Please note: We do not store any credit card or other payment information once the transaction has been completed.
- Provide the best possible customer service and to help us with our internal administration.
- Contact you with important information relating to your booking or purchase, such as confirming your order, reminding you of an upcoming event you’ve booked for or letting you know about updates to event details.
We are committed to protecting your personal information and being transparent about what information we hold about you. Tickets are sold subject to the Data Protection Act 2018, UK GDPR and any subsequent amendments. Our PUBLIC PRIVACY POLICY is here