Frequently Asked Questions

How do I buy a ticket?

How do I buy a Mini Cini-ma ticket / ticket for under 1 year old?

How do I book a wheelchair space / ticket?

How do I book a carer ticket?

Can I collect tickets booked online before the start of an event?

Can I exchange my tickets?

How do I get a refund?

How do I redeem coupons, vouchers, MEERKAT code and VIPs?

How and when do discounts apply, including Zebra Card discount?

Why can't I use my VIP ticket or get any discount when I have a Zebra Discount Card?

What do I do if I lose my Zebra Card?

Changing your password

I can’t get in touch with the box office?

What are the age limits for RollerCity, Hawthorne Theatre, Garden City Cinema and Soft Play City?

What is the Babes-In-Arms policy?

What is the registered carers policy?

Can I light candles within CW Entertainment?

Can I bring my own food into CW Entertainment?

Can I bring an entertainer to my child’s party?

My online booking has been unsuccessful but my bank is saying the money has been taken from my account?


How do I buy a ticket?

  1. Go to the website that you require (Garden City Cinema, Hawthorne Theatre, RollerCity or Soft Play City) and choose the film/ show/ session you want along with the date.
  2. You will be taken to a sales screen where, if there is more than one showing of the event, you can choose the one you want by clicking ADD & PROCEED, otherwise you will go straight to the seating plan.
  3. For Live Events and Film screenings, you will be taken to a seating plan showing which seats are available and which have been sold. If there is more than one price, these will be shown above the plan. Select the one you require and then click on the plan for the number of seats you require. A read out will tell you how many you have chosen and what the total cost is. PLEASE NOTE: If you are a Zebra Card holder, your discount will NOT show up at this stage. Press ORDER SEATS and on the next screen PROCEED TO CHECKOUT.
  4. Once you have chosen your seats, you have 20 minutes to complete your order or your seats will be released.
  5. You will now be taken to a registration screen. If you are a new user, you will need to create an account.  Once you have registered, the system will recognise if you are a Zebra Card holder and apply any discounts. If you are a returning customer, you can log into the system using your unique CRM number or your email address plus your password. It is at this point that any Zebra Card discounts will be applied; please make sure that you are logging in with the account that the Zebra Card is registered to or you will not receive your benefits.
  6. If you are a new customer, choose the PAYMENT METHOD and read and agree to (tick) the Terms and Conditions. Press SUBMIT and you will be taken through to our secure online credit card payment system. Returning customers will be taken straight to the credit card payment system to agree the details.
  7. Once your payment has been authorised, you will see a summary of the sale and it will also be sent out to the email address supplied.

 

How do I buy a Mini Cini-ma ticket / ticket for under 1 year old?

  1. Go to the website that you require (Garden City Cinema, Hawthorne Theatre, RollerCity or Soft Play City) and choose the film/ show/ session you want along with the date, bearing in mind that Babes-in-arms are only allowed into certain films/ shows and sessions.
  2. You will be taken to a sales screen where, if there is more than one showing of the event, you can choose the one you want by clicking ADD & PROCEED, otherwise you will go straight to the seating plan.
  3. For Live Events and Film screenings, you will be taken to a seating plan showing which seats are available and which have been sold. If there is more than one price, these will be shown above the plan. Select Carer and then baby and assign a seat and then ORDER SEATS. A read out will tell you how many you have chosen and what the total cost is.  Please note that Zebra Card discount does not apply to Mini Cini-ma screenings.  Select ADD & PROCEED, this is where the price will be shown correctly and reflect what your final payment amount will be.
  4. PROCEED TO CHECKOUT
  5. You have 20 minutes to complete your order or your seats will be released.
  6. You will now be taken to a registration screen. If you are a new user, you will need to create an account.  Once you have registered, the system will recognise if you are a Zebra Card holder and apply any discounts. If you are a returning customer, you can log into the system using your unique CRM number or your email address plus your password. It is at this point that any Zebra Card discounts will be applied; please make sure that you are logging in with the account that the Zebra Card is registered to or you will not receive your benefits.
  7. If you are a new customer, choose the PAYMENT METHOD and read and agree to (tick) the Terms and Conditions. Press SUBMIT and you will be taken through to our secure online credit card payment system. Returning customers will be taken straight to the credit card payment system to agree the details.
  8. Once your payment has been authorised, you will see a summary of the sale and it will also be sent out to the email address supplied.

 

How do I book a wheelchair space / ticket?

You can only book a wheelchair space/ticket through the Box Office.  Please call - 0300 3039 620.

 

How do I book a carer ticket?

  1. Please see our Carers Information page for full details on eligibility.
  2. Once your Registered Carer Card had been issued, follow the normal booking process either online, in person or on the telephone.
  3. You must use the correct price type: Reg Disabled and Carer (Free with Reg Disabled/Concs) to select a seat each. On events where concessionary tickets apply and the patron being cared for is eligible, use both the Reg Disabled (Concs) and Carer (Free with Reg Disabled/Concs) price type to select a seat each. Please note in both scenarios, the discount will be applied automatically when you are logged into your account.
  4. Tickets for the carer must be processed in the same transaction as the ticket for the accompanied person.
     

Can I collect tickets booked online before the start of an event?

Yes. You can collect tickets booked online at any time before the start of an event.

When your online booking is successful, you will receive a confirmation eTicket email. If you have a printer, you can print this confirmation email and show it at the entrance of the event. If you don’t have a printer and you still prefer to have the paper ticket, not to worry, just check your confirmation email for the 10-digit Unique Ticket Collection Number written in red and bold letters (please note this is not your order number or the number on your emailed payment e-receipt).  Make a note of this 10-digit number, go to the self-service Tickets Collection Machine at the entrance of our Box Office Foyer, enter the number on the screen and tap the check button to print your tickets.

However, if you have a smartphone and don’t want to print your ticket, you will be admitted to the event you bought tickets for by simply showing your confirmation email on your phone at the entrance of RollerCity, Soft Play City or screens 1, 2 or 3.
 

Can I exchange my tickets?

Yes, we will exchange tickets but only on a like-for-like basis. So, for instance, we will exchange film tickets for film tickets, or RollerCity tickets for RollerCity tickets. If there is a price difference, this will either be refunded or added on for payment – but please bear in mind also that there is a £2 Administration fee (per transaction) for Exchanges.

With live theatre performances, however, an exchange is not so easy. As live prices are often very different, straight exchanges cannot always be made, plus the contract that we have with the incoming company may not allow for it either. This is especially true for amateur companies or those hiring the theatre where the Box Office take is exclusively theirs and we are not always at liberty to adjust their income. It is always worth asking if you can exchange on a live show if you need to, but please be aware that sometimes we cannot.

 

How do I get a refund?

We are sorry but we do not refund tickets. If, for whatever the reason CW Entertainment 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.

If "weather" or other circumstances prevent the customer from attending CW Entertainment and its operations, no replacement or refund will be given. The decision not to attend any event is then purely that of the hirer or customer.

 

How do I redeem coupons, vouchers, MEERKAT code and VIPs?

  1. MEERKAT codes and VIPs can only be redeemed at the box office.  Please call 0300 3039 620 or come in and visit us. Please note you will be required to give your name and address when redeeming these items.  
  2. For coupons and vouchers, you can input your code and information once you have selected your tickets and proceeded to the payment screen.  Tick the box next to "Use Coupons & Vouchers'' and this will expand to allow you to enter the coupon or voucher details. Then simply select "Add Gift Voucher'' or "Add Coupon'' fill in the details and select "Add & Proceed''. This will then automatically add any discounts to your account.

 

How and when do discounts apply, including Zebra Card discount?

  1. 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.
  2. Other discounts will apply once you have logged into the payment system and are in 'My Basket'. 

 

Why can't I use my VIP ticket or get any discount when I have a Zebra Discount Card?

Sometimes some films are advertised as No Discount or VIP, No Free Tickets or Free List Suspended. What this means is that no free tickets as directed by the film distributors can be used for the film. The restriction is usually in the first 2 weeks of a major new release. During this short period of time, free or complimentary tickets and vouchers are rendered invalid.
 

What do I do if I lose my Zebra Card?

Our Zebra Cards are printed for free for the first time, however should you lose your Zebra Card and need us to issue you a new card there will be a £2 charge.

 

Changing your password

Either go to the booking page of the website, click on "My Account" on the top of our new websites or go to https://tickets.cwentertainment.co.uk/CrmLogin.aspx. Login as you would normally, it will then take you to the Account Details page. Click the "Change Password" button and this will enable you to change your password.

 

I can’t get in touch with the box office?

The Box Office phone line is open from 10am until 7.30pm everyday

The Box Office will try to answer all your calls when they can. The only times when Box Office may not be able to answer your calls is when they are dealing with customers at the desk already or times when the Box Office is very busy. This is when a session in RollerCity is going in, a film screenings is about to start or a theatre performance is due to start. Please leave a message on the answer phone and one of the Box Office team will get back to you.

You will not be able to buy tickets for future shows within the half-hour period before the start of an activity at CW Entertainment. This is so that the Box Office can concentrate on getting that activity started on time.

 

What are the age limits for RollerCity, Hawthorne Theatre, Garden City Cinema and Soft Play City?

There are specific age limits depending on the activity you would like to do.

  • RollerCity sessions have age limits and can be found on the RollerCity website
  • All films screenings at the Garden City Cinema has age limits and can be found on each individual film page
  • Selected Theatre performances have age limits and will be indicated on each individual performance page
  • Soft Play City sessions have an age limit and can be found on the Soft Play City website

 

What is the Babes-In-Arms policy?

Babes-in-arms (children aged under 12 months) are allowed into Soft Play City and RollerCity but must obtain a free ticket for entrance.  Babes-in-arms (children aged under 12 months) are allowed into pantomime performances and the screening of any films that starts at midday or before.  The film screening must be age appropriate so a U, PG or 12A certification. A complimentary ticket must be obtained from any till point for any Babes-in-arms.  To keep distractions to a minimum during these performances, we ask that you take the baby outside if they are continually crying.

What is the registered carers policy?

Registered Carers get a free ticket when coming in with a registered disabled patron and a patron in a wheelchair. While in a Mini Cini-ma screening, the baby is free.

Registered Disabled - If you are a Registered Disabled patron coming with a registered carer use both the Reg Disabled and Carer (Free with Reg Disabled/Concs) price type to select one seat each for a film or theatre performance.

To receive the free carer ticket for some events where concessionary tickets for seniors, students and children are available, use the Reg Disabled (Concs) and Carer (Free with Reg Disabled/Concs) price type to select one seat each for a film or theatre performance.

Mini Cini-ma Screenings - When booking a Mini Cini-ma screening, use both Baby and Carer ticket types to select one seat each.

Wheelchair users – Should call the box office to book, 0300 3039 620.

 

Can I light candles within CW Entertainment?

Under NO circumstance can candles be lit in CW Entertainment.

 

​Can I bring my own food into CW Entertainment?

We’re sorry but we do  not allow customers to consume their own food on the premises. Humphrey’s Cafe has a wide range of foods and drinks at affordable prices to please every palate and we allow our customers to take food and drink from there into film screenings and public skate or play sessions. We do not charge the same prices as the major film chains  - in fact we are significantly cheaper, even without the Zebra Card discount – and with our extended opening times, we always have something available for the customer.

The only exceptions to this rule are Birthday cakes in party sessions, specialised food for the under-12 month child in Soft Play City, and any pre-arranged party where the customer requires a special diet for religious or cultural reasons, eg: Halal or Kosher foods.

 

​Can I bring an entertainer to my child’s party?

You are able to bring an entertainer to an Exclusive Party in Soft Play City or RollerCity, however unfortunately it is not possible during a Fun and Food session party or Skate ‘n’ Scoff session party where there are other people in the session.

 

​My Online booking has been unsuccessful but my bank is saying the money has been taken from my account?

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 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 after 5 working days.