COVID-19 FAQs

Whilst constantly reviewing the Government Guidelines, Clonter has also carried out a Customer Confidence Survey, and responding to those findings, we have devised our current policy.

Is there a reduced capacity for shows in the theatre?
We have reduced the capacity of performances in the auditorium and tickets will only be available in fixed groups of 1, 2, 3, 4, 5 or 6 tickets. Each fixed group will be distanced from the other groups in the auditorium by more than 1 metre and face coverings must be worn at all times.

How big can my group be?
Current government guidelines stipulate that groups must be no larger than 6 inside, or 2 households, but groups of up to 30 are permissible outside.

Will I need to wear a mask?
In line with government guidelines, face masks will still need to be worn throughout the theatre, including the auditorium, due to the review of the 21 June deadline. However, we hope that the 19 July deadline will enable us to lift this restriction in the auditorium.

We would still request that masks continue to be worn in all other areas of the theatre, unless seated to eat and drink, for the comfort and confidence of your fellow customers. This is in line with the guidelines, upon which we promoted the individual performance dates, following the outcome of our Customer Confidence Survey.

What if I have a medical condition that makes me exempt?
Just to confirm that you will not be required to wear a face mask if you have a physical or mental illness or impairment, or a disability that means you cannot put on, wear or remove a face mask; or putting on, wearing or removing a face mask would cause you severe distress. In these cases, you should wear an exemption lanyard. For all other enquiries please call us on 01260 224514 or email boxoffice@clonter.org. We will respond to you query as quickly as possible and appreciate your patience during this busy time.

Will you keep my details for Test and Trace?
All tickets within a particular group must be purchased by one booker and each group must consist of one household or support bubble. We will collect each person’s contact information and if required may share your contact details with NHS Test and Trace.

Will I have to queue when I arrive at the building?
Due to the limited number of seats available, Clonter does not anticipate this being an issue, but if there is a queue of any kind, this will be supervised and social distancing maintained.

Can I buy tickets at the venue?
All tickets must be bought in advance. To avoid queues you will be sent your tickets electronically and you can either print these at home or show them on your mobile device. If you are unable to access either of these methods, please contact the Box Office on 01260 224514 or boxoffice@clonter.org to organise your tickets to be sent by post.

Can I get a refund if I have symptoms or have been asked to self-isolate?
No-one with symptoms or who has been asked to self-isolate should attend the venue. With that in mind, we have updated our terms and conditions so that you now have up to 24 hrs before a performance to exchange your tickets or receive a full refund for these reasons.

If the show is cancelled will I get a full refund?
If we are required by any COVID-19 government guidance or restrictions to cancel a performance, tickets may be exchanged or refunded.

What if I have problem with my booking or e-ticket?
If you have any booking queries please email boxoffice@clonter.org and a member of our team will be delighted to assist you.

Can I make a group or school booking?
In line with current government guidance the maximum number of tickets in one group will be 6.

Can I leave the performance/building once I have arrived?
We will be operating a strict no re-admission policy.

Will there be temperature checks?
We will be doing temperature checks on arrival. We would appreciate your patience and co-operation with our staff during this process.

What security measures will be in place?
We won’t be doing any security checks.

What safety measures will be in place?
Everyone entering the building (Theatre staff, volunteers, performers and audience members) will all have a temperature check and sanitise their hands.

Will there be social distancing measures in the building?
We will be asking audiences to maintain social distancing from all other households or support bubbles whilst at the venue. We would ask that all visitors and audience members abide by all instructions given by our staff as well as signage and notifications to ensure the safety of everyone in the building.

How often will the theatre be cleaned and surfaces wiped?
The theatre will be cleaned prior to a performance and between every show. Front of House areas will additionally be cleaned during shows, while audience members are in the auditorium. Sanitiser stations will be located at the entrance to the venue and throughout the foyer and bar areas. Toilets will be cleaned before, during and after shows.

Can I buy food or drink at theatre performances?
No food will be available at the venue for the Jazz in June event (pre- 21st June), however audience members are welcome to bring their own picnic to have outside. There are a limited number of tables and chairs but you are at liberty to bring your own, plus gazebo, but we would ask that you ensure that you have removed all metal pegs, and take all your rubbish with you. A limited outside bar service will be available for the Jazz in June event, but it is hoped that bar service to tables will be possible in July, when picnicking inside the building will also hopefully resume. Due to the need to engage more bar staff, Clonter will now be introducing a new policy that all alcohol consumed inside the theatre must be purchased from the bar. It is encouraged that any purchases are made prior to the event, at the time of booking, via the box office. However a box office contactless card service will be in place at the event. Dining options for the Barber of Seville TBC.

Will I be able to buy a programme and merchandise for shows in the theatre?
Programmes will be available at the venue with contactless payments only. We would also encourage audiences to pre-order their programme when booking tickets for collection in the foyer on arrival.

If I am late can I still see the show?
We will be following a strict non-admission policy for late comers so please allow plenty of time for your journey.

Can I use cash in the venue to make a purchase?
Until further notice, we will only be accepting card and contactless payments.

How will we exit the auditorium at the end of the performance?
An usher will indicate when you are able to leave the auditorium, and we will ask audience members to maintain social distancing when leaving the performance.

Will the theatre performance be affected or altered in any way by the COVID-19- regulations?
Depending on the government guidelines, and consent of the performers, at the time of any given show, the ability to form performing bubbles may affect the performances, but the ambition is to make this as inconspicuous as possible, if a performing bubble cannot be achieved.

What if I develop any COVID-19 symptoms or have been in contact with someone with symptoms? When should I NOT attend the venue?
You should not attend the venue and contact us immediately if you:

• believe you may be infected with COVID-19;
• have experienced symptoms in the last 14 days;
• have been in close proximity to anyone who has experienced symptoms in the last 14 days;
• have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation; or
• have been instructed to self-isolate.

Any individual who considers themselves to be clinically extremely vulnerable or who is in the same household or support bubble as someone who considers themselves to be clinically extremely vulnerable is advised not to attend, if they have not had 2 vaccination doses.

If you have any further queries please contact us at boxoffice@clonter.org and a member of our team will be able to assist you.

Do babes in arms count within a household or bubble of 6?
Yes. Following the government guideline a household or bubble of 6 includes a child of any age.