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COVID-19 FAQs

posted 01 May 2020

When will the theatre reopen?

The Joseph Rowntree Theatre is currently closed following government advice regarding the COVID-19 pandemic. The theatre will remain closed until the government advice changes and we have productions to stage.

Is the box office open?

Our box office is currently closed; however, our volunteers are working from home processing the refunds and exchanges for the shows that unfortunately were unable to take place. We have also taken the decision to suspend the sale of all future shows until it is clear when we can reopen. As such our box office is closed for the sale of tickets.

I bought tickets for a cancelled show, what are my options?

The Joseph Rowntree Theatre is a charity and we are asking customers to consider donating all or part of the ticket money to the theatre to support what we do. You can request a refund either as a credit on your customer account to use next time you purchase tickets or as a payment back to the card you made the purchase on.

When should I hear from you?

Our box office team are working through all the bookings for cancelled or rearranged shows. If we hold an email address for you will receive an email from us with your options. If we do not hold an email address one of our box office team will give you a call.

I would like a refund

Please bear with us and wait for us to contact you regarding the tickets you purchased. We will get to your order shortly. If you urgently need a refund please email boxoffice@jrtheatre.co.uk or call 01904501935 and one of the team will be able to help you.

When can I buy tickets for future shows?

Whilst the timescales for reopening the theatre are uncertain, we have taken the decision to not sell tickets for future shows at this time.

Once it is clear when the theatre can reopen, we will decide on a date to start selling tickets again and will announce this in advance by email and on social media.

I would like to support the theatre. How can I do that?

As a charity run by the community the cancellation of a significant number of shows has reduced our income. We would welcome your support, you can donate online by clicking donate at the top of this page.  Alternatively you can call our box office 01904501935.

We rely on volunteer to operate all aspects of the theatre please do take a look at the opportunities to volunteer

I would like to buy tickets for a future show, can I do that?

Whilst the theatre is not open and we have no information about the date the theatre can reopen the trustees have taken the decision to cease the sale of tickets for all future shows.  This decision will be reviewed when more information is available and a confirmed decision on when theatres across the country can reopen.

Once a clear date is set for reopening the trustees will then decide when to put tickets back on sale ensuring we communicate this date in advance so everyone is aware.

I asked for a refund but have not received it

We are processing refunds as quickly as we can on a daily basis, we have noticed a number of customers have mistakenly asked for the funds to be credited to their theatre box office account. If you have not received your refund within 7 days of expecting it please email boxoffice@jrtheatre.co.uk and we can look into it for you.

Can I call the box office?

Our box office team (who are working from home) are busy working through refunds and exchanges but they are contactable on the usual number 01904 501935 between 10am and 2pm Monday to Saturday.

I still have a question?

Please email boxoffice@jrtheatre.co.uk with your question and one the volunteer team will come back to you.  It may take a little longer than normal to reply to you, so please do bear with us.

You can also contact us through Messenger or Facebook.

Alternatively give our box office team a call on 01904 501935 between 10am and 2pm Monday to Saturday.

How can I ensure I get updates from the Joseph Rowntree Theatre?

You can sign up for our mailing list 

You can follow us on Facebook, Twitter or Instagram where we will post updates.

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