FAQ

This is a car park right next to us, find out more here.

A receipt of your card payment will be emailed to you and you will then receive a second email confirming your tickets and other purchases if any. This email tends to arrive a minute or two after.

If you cannot find your ticket confirmation email, the first thing to do is to check your spam, junk mail or trash folder.

If you do not receive your ticket confirmation, you can email us: hello.campuswest@welhat.gov.uk

You can access your online account only when it is activated i.e. by booking online or having your account and password set previously. All your purchase history along with details of tickets for your up and coming events will be listed on your account.

You do not need to print the tickets out but you can just show the ticket details displayed in your online account as this will allow you entry to your film, session or event at Campus West.

An online booking is successful when you get a confirmation email of your order with your selected seats or spaces reserved for you.

However there are few occasions when online transactions are unsuccessful and customers are told by their bank that the money has been taken from their account. What happens in such situations is that the bank authorises the payment and ring-fenced the money with the expectation that we will collect the payment but we may be unable to do this if there is a communications failure or an error during the booking process. Since we cannot claim the money, the tickets are not released, no confirmation email is sent and the seats or spaces will still be available to be booked. For the customer, the money will be returned back automatically by the bank into the customer’s account usually within 5 working days.

• Click on My Account icon at the top of your screen
• Login as you would normally
• Your name and CRM will appear at the top of the screen
• Click on the drop down arrow at the top of the screen adjacent to your CRM and select Personal Details
• Just below the address, select Change Password
• The Change Password pop up is displayed, follow the instructions and click OK when done
• This guide - how to change your password on your Campus West online account shows you how to carry out the steps above.

• Click on My Account icon at the top of your screen
• Login as you would normally
• Your name and CRM will appear at the top of the screen
• Click on the drop down arrow at the top of the screen adjacent to your CRM and select Personal Details
• Just below the address section, select Edit
• The Edit pop up page is displayed, follow the instructions and click OK when done

This guide - how to change your contact details on your Campus West online account shows you how to carry out the steps above. Apart from your CRM ID, you can change everything here including your login name.

We are sorry but we do not refund tickets. If, for whatever the reason Campus West and its operations closes due to unforeseen circumstances i.e. snow, other inclement weather and building evacuation or for whatever reason, we will offer replacement tickets to at least the value of the original ticket.

Zebra Card Discount will be recognised once you have logged in and give you the discount if applicable. See here for all Terms and Conditions of the Zebra Card.

Other discounts will apply once you have logged into the payment system and are in 'My Basket'.

We are very happy to provide donations where we can, however to only those groups, organisations and events that are located within the district of Welwyn Hatfield. Borough Council.

As a result, if you would like to request any donations we will need you to fill out the application form and we will process your form and, as long as you meet our criteria, we will then send some complementary tickets out to you.

Guidelines:

• We require at least 4 weeks’ notice of the event
• The official address for the group you are requesting donations for must be within Welwyn Hatfield Borough Council.
• You can only receive one donation per calendar year.
• Donation requests will only be accepted via this form.
• Most donations are comprised of 4 x complementary tickets to Roller City, Soft Play City or The Cinema. Expiry date will be 6 months from date of issue.
• If successful, donations will be sent out via email