The answer to our most common questions are here – make sure you read them before you come! If there is a question that doesn’t appear amongst the FAQs then please let us know.
How Do I Buy Tickets?
Tickets can be purchased in advance via the ‘Buy Tickets’ button on our website or facebook page. This will take you to our ticket company’s website (Ticketsource). If you prefer to purchase tickets over the phone then you can call Ticketsource on 0333 666 3366 but please note there will be an additional £1.50 booking fee for phone bookings. When booking please use an email address that you have access to after work hours and at the weekend as event updates will be sent to this email. Events frequently sell out and in these cases there will be no tickets available on the door.
If you are offered tickets for sale by a secondary agent or by another guest please be aware that you will have no recourse in the event of a film cancellation. If an event gets cancelled we will only refund the card that purchased the tickets so if you do buy tickets from a fellow guest we’d strongly recommend that you only do so from friends or family. If you see tickets for sale at a higher than list price or on sites other than those linked to on our website please let us know.
How do I get my e-ticket?/My ticket hasn't arrived
Sometimes the email with the tickets attached can end up in your junk/spam file – please check there – tickets normally arrive within a few seconds of booking. If you still can’t find them please call Ticketsource on 029 2071 3201 and they’ll email them to you again. Alternatively please bring some ID along in the name of the person who made the booking and we’ll find them for you manually.
Can I bring children?
We welcome family groups. The classification of each film is clearly marked, so please use this as a guide as to whether it is suitable for your children. We also recommend visiting www.commonsensemedia.org.uk for reviews about films written by parents and children, please note these reviews are independent and you should always use your own discretion and the BBFC rating when deciding if a film is suitable for your child. Please ensure that your children are accompanied by an adult at all times and ensure that they do not disturb other audience members during the screening. Please note that children under the age set by the BBFC rating will not be permitted on site and refunds will not be given.
Our evening films start after dark and end late – please bear this in mind when bringing children.
We also offer ‘Before Sundown’ films for families that run during the day – these are U or PG rated and suitable for all.
What do the BBFC ratings mean?
U – Suitable for all
PG – Parental Guidance. This means a film is suitable for general viewing, but some scenes may be unsuitable for younger children. A PG film should not disturb a child aged around eight or older. Parents should consider whether the content might upset younger or more sensitive children.
12 & 12A – 12A means that anyone aged 12 or over can go and see the film unaccompanied. The A stands for ‘accompanied’ and ‘advisory’. Children younger than 12 may see the film if they are accompanied by an adult (eg someone over the age of 18), who must watch the film with them.
15 – No-one under 15 is allowed to see a 15 film at the cinema. 15 rated works are not suitable for children under 15 years of age.
18 – No-one under 18 is allowed to see an 18 film at the cinema. No 18 rated works are suitable for children.
All our films start after dark and end late – please bear this in mind when bringing children.
Can I get a refund?
Unfortunately we cannot offer refunds on ticket purchases. We appreciate that sometimes circumstances mean that you can no longer make an event, in those situations please try to pass the tickets on to a friend or family member as we are unable to offer refunds if you decide not to come.
What about the weather?
In the event of wet weather, the screening will still go ahead, please check the forecast in advance and come dressed accordingly! Remember to bring warm (maybe even waterproof!) clothing and a blanket if you wish, as it can get cool after the sun goes down. Only in the case of extreme weather, such as dangerously high winds or lightening, will the screening be cancelled. In the event of a cancellation we will try to reschedule the showing or exchange tickets to a different showing (subject to availability). Unfortunately we cannot give refunds. You can, however give your tickets to someone else. For the avoidance of doubt we only cancel in exceptional circumstances where the safety of our guests and staff could be compromised or where the equipment could be damaged. If you look at the weather forecast and decide not to come we cannot offer a refund or exchange.
My event was cancelled - what happens now?
If your event was cancelled the ticket booker will receive an email with instructions on what will happen next. Where possible we’ll try to reschedule, sometimes this isn’t possible due to time restrictions or licensing requirements so you’ll have the opportunity to transfer your ticket to another event. If you’re unable to attend any other event or rescheduled date we’ll refund your ticket in full.
What can I bring?
- A picnic or enjoy the food and drink available on site
- A torch or lantern can be useful
- Warm clothes and blankets and mats to sit on, with plastic underneath in case the ground is damp
- Chairs are welcome but you may be asked to sit at the side or the back to avoid blocking other people’s view of the screen.
- Gazebo’s, raincoats and windbreakers if the weather dictates
Whatever you bring please remember to take it home with you, we borrow many of our venues from the wildlife that live there
Some venues may have restrictions on what can brought in, please check the venue specifics
What can't I bring?
- Your own music systems
- Some venues may have restrictions on what can brought in, please check the venue specifics. This may include alcohol.
Is there parking?
Parking is available on site or nearby at most venues. In some cases, it may be advisable to use public transport. Please see specific venues for details.
Photography on site
We love to see your photos so please post them on our facebook page, the best ones will get a something nice as a thank you! Also we may take pictures at our events for use in publicity or promotion, by attending our event you are consenting for your image to be used. If you are a professional photographer and wish to take photos at one of our events you must contact us in advance at firstname.lastname@example.org for written approval prior to the event.
Is seating provided?
Not as standard but we do have a limited number of super comfy beanbags available to hire. These are always really popular so to avoid disappointment you’d be wise to book them when you buy your tickets. You’re welcome to bring your own seats and chairs but please be aware that you may be asked to sit at the side or the back to avoid blocking other people’s view of the screen.
Can I bring my dog?
Unfortunately we don’t admit dogs, cats or pet snakes to our screenings, unless they’re a guide or hearing dog.
Is smoking permitted?
Smoking is permitted at most of our events but please consider those around you and smoke away from the screening area. At some venues, we may ask you to smoke only in specific areas.
I may need assistance at an event, what help can I get?
Staff are always available to assist disabled audience members as required. Please let us know of any requirements you may have in advance, by emailing tickets @sundowncinema.co.uk so we can assist you to the best of our ability. It is worth noting that our outdoor screenings tend to be on grass and sometimes across park land but our stewards can help you get across any rough ground if necessary.
We do our best to identify places close to our venues where our disabled patrons can be dropped off and collected, though parking may not always be possible.
We have yet to find a way of an appropriate way to provide access to deaf and blind guests but we are actively looking at new technologies that may allow us to use audio description, captioning or enhanced audio that would provide an additional level of access, we’ll also keep you posted if we put on additional nights of popular films which would carry subtitles. We’ve looked at audio loops but thus far they’re a little temperamental in a temporary outdoor setting – but it is something we’re keen to achieve and we’ll keep working on it.
What happens in the event of a technical failure
We carry back ups of everything at every Sundown Cinema event – multiple copies of the film, a spare projector and at some events a spare screen (this is likely to be a high definition LED screen). We will do everything possible to make sure you get to see the film – it may mean a short delay whilst we switch projectors or that you end up watching the screen on a smaller screen but we understand that you’ve made a massive effort to come out and see us so we’ll do everything we can to put the film on. Of course sometimes something will snap/break/refuse to work and there’s nothing we can do, if that happens we’ll try to put the film on at a later date, offer exchanges for tickets and generally try to put things right. We don’t refund tickets unless we are absolutely unable to offer a suitable alternative.