
Frequently Asked Questions
Can’t find what you’re looking for? Check out some of our most frequently asked questions.
Rescheduled performances and refunds
How do I find out if a performance is cancelled or rescheduled?
Log in to your online booking account and check your orders; any rescheduled performances will show here with new dates and tickets
Check the What's On section for your show - all rescheduled performances are listed with their new dates
*You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We advise you to check your junk/spam/work/alternative emails. Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend.
I haven't received my new tickets. What should I do?
Leeds Grand Theatre We advise you to check your junk/spam/work/alternative emails before contacting us; tickets for rescheduled performances will come from donotreply@leedsheritagetheatres.com
City Varieties Music Hall Your original tickets are valid for the rescheduled performance – we will not be issuing new tickets
You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend.I haven't received my refund for a cancelled performance.
We are processing refunds as quickly as possible but this process is taking much longer than usual due to a reduced workforce remote working and the amount of people we must contact. We thank you for your continued patience and understanding
Please note, It can take up to 10 working days for your bank to process a refund
Should you need to contact us, please email boxoffice@leedsheritagetheatres.com. Our email and social media channels are not monitored after 6pm midweek or over the weekend
Why haven't you refunded my booking fee?
The card I used for my booking has expired and I'd like a refund. What should I do?
I have vouchers for your theatres. Can I still use them?
Don't worry, all gift, programme, ice cream or drink vouchers will be extended when we reopen, regardless of expiry date. Please contact us when we reopen
Please note, this refers to Leeds Grand Theatre/City Varieties vouchers and not Theatre Tokens. For information about Theatre Tokens and expiry dates, please visit their website at theatretokens.com
Booking tickets
How do I book tickets?
Online: You can book tickets online via this website for Leeds Grand Theatre and City Varieties Music Hall performances. For Hyde Park Picture House you can either follow the links from this site or visit www.hydeparkpicturehouse.co.uk directly.
Telephone:
- We are now offering a limited telephone booking service between 10am and 2pm, Monday to Friday only. Please be aware that staffing of the phones may be restricted, and that email remains the best means of communication, along with our website and social media channels.
-
- Bookings for Leeds Grand Theatre or City Varieties Music Hall: 0113 243 0808
- Access line (for customers who wish to make a booking for someone with access needs): 0113 205 3899
- Hyde Park Picture House: 0113 275 2045 (currently closed for refurbishment)
- Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend. You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails.
In person: Our in person Box Offices are currently closed due to COVID-19.
How do I collect my tickets?
Ordinarily, tickets for our venues can be emailed, printed at home or collected from our Box Offices. However, we are currently not able to post any tickets due to COVID-19. You will receive electronic versions via email to be printed at home or shown on your phone when we reopen
Leeds Heritage Theatres encourages all patrons to request electronic versions of their tickets, which can be scanned upon entry, to be more considerate to the planet
You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails
What are the different seating areas?
Leeds Grand Theatre
- Stalls seats are at ground level
- Dress Circle is at first level
- Upper Circle is at second level
- Balcony and Upper Balcony are at the top of the auditorium
- Slip seats are at the side of the Upper Balcony
City Varieties Music Hall
- Stalls seats are at the lowest level
- Dress Circle is at first level
- Upper Circle is at second level
Hyde Park Picture House
- Stalls seats are at ground level
- Balcony is at first level
What does 'best available' mean?
What does Restricted View mean?
What is Booking Protection?
Why do I have to pay booking fees?
Are children allowed?
Live performance
- Any person aged 16 and under is classed as a child for live performance. Tickets are required for every child attending a performance
- We do not advise that children under 16 years attend our theatres without a responsible adult. Venue staff accept no responsibility for any unaccompanied children under 18 years
- Children under three will not be admitted unless the performance is specifically for young children - this will be clearly stated. We do not advise that children under three attend the Rock 'n' Roll pantomime at City Varieties Music Hall due to the length of the performance and sounds levels
- Some performances have age guidance (please see show information for details or call our Box Office). This will not prevent those under the age guidance being admitted but is to advise on content suitability
- We ask that any child causing a disturbance to audience members be taken to a quiet space outside of the auditorium until able to return. We’re afraid refunds will not be given
Screenings
- Any person aged 14 and under is classed as a child for film screenings. It is only applicable to titles with a U, PG and 12A certificate
- Sales for film screenings must observe the conditions of the British Board of Film Classification (BBFC) certificate for the film being shown. The Management has a legal obligation to refuse admission to any person, who in the opinion of the Duty Manager, is under the minimum age required for 15 or 18 Certificate films (including children in arms). Proof of age may be required in certain instances. For more information about certification please visit bbfc.co.uk.
- We ask that any child causing a disturbance to audience members be taken to a quiet space outside of the auditorium until able to return. We’re afraid refunds will not be given
What is your refund policy?
Refunds
Screenings- We will provide refunds for any pre-booked tickets when cancelled within 24hrs prior to the event. If you, or a member of your household/support bubble, is experiencing COVID-19 symptoms after this time, please contact our Box Office as soon as you can (before the performance) and we will look to transfer you to another performance or issue a credit note for use later. Please note, our phone lines are still unmanned so please use email to contact us boxoffice@leedsheritagetheatres.com
- All customers will have their temperatures checked on arrival as part of our COVID-19 safety measures. If you, or any of your group have a temperature of 37.8 degrees centigrade or above, none of the group will be admitted and we will issue a refund.
- Due to ongoing concerns over COVID-19, you can request a monetary refund up to one month before the date of the performance you're due to attend. Alternatively, you can request a credit note up to two weeks before the performance date. This is subject to change at any time
- If you, or a member of your household/support bubble, is experiencing COVID-19 symptoms after this time, please contact our Box Office as soon as you can (before the performance) and we will look to transfer you to another performance or issue a credit note for use later.
- All customers will have their temperatures checked on arrival as part of our COVID-19 safety measures. If you, or any of your group have a temperature of 37.8 degrees centigrade or above, none of the group will be admitted and we will issue a refund (minus booking fees*)
- For live performances we recommend purchasing ticket protection via Booking Protect as part of your booking – their COVID-19 terms and conditions can be found online here. The option will be presented to you as part of the booking process and any claims can be made directly via their website
*Booking fees are non-refundable as stated in our Terms & Conditions.
Can I still become a Priority Member?
During this period of closure, we appreciate anyone who can purchase, or renew a membership; any income is gratefully welcomed at this time whilst we are unable to sell tickets
Once we know how long the closure will be, your membership will be extended to ensure you receive a full year of benefits
Do you sell gift vouchers?
Give the gift of theatre. Leeds Heritage Theatres' gift vouchers can be purchased for use at Leeds Grand Theatre and City Varieties Music Hall. Expiry date one year - if you purchase them whilst our venues are closed, we will extend the expiry date once we reopen.
Alternatively, if you'd like to give the gift of theatre to someone who does not live in Leeds or Yorkshire, we sell Theatre Tokens which are valid nationwide. These can be purchased in person or on the phone via our venues (when open), or online at Theatre Tokens (we receive a small commission)
Your Visit
How do I find you?
What time do your doors open?
Leeds Grand Theatre and City Varieties Music Hall
- Doors to the venues and bars open one hour before the performance start time - access to the auditorium is 30 minutes before the performance start time.
- In the interests of customer safety, we do not allow access to our venues without a valid ticket; please arrange to meet members of your party outside if you need to collect tickets from them.
*The time on your ticket is the time the performance or film starts.
Are your venues accessible?
Will there be security checks?
Do you have toilet facilities?
Do you sell refreshments?
There are bars/kiosks in all our venues that open one hour before the performance and at the interval. We serve a good selection of draught and bottled beer, spirits, wine, soft drinks, tea and coffee, and snacks. Drinks can be taken into the auditorium to enjoy during the performance but must be decanted into plastic cups
We kindly ask that all refreshments be purchased onsite; our management reserves the right to confiscate any drinks or snacks that have not been bought from one of our bars/kiosks
None of our three venues serve hot food but there is a wide selection of restaurants, cafes and bars nearby that serve hot and cold food throughout the day
What is your latecomers policy?
What time does the show end?
Is there a dress code?
How do I collect lost property?
Leeds Grand Theatre's stage door on 0113 245 6014
City Varieties Music Hall on 0113 243 0808
Hyde Park Picture House on 0113 275 2045 (The Picture House is currently closed for renovation)
Can I request a birthday (or other) ‘shout-out’ at one of your shows?
Take Part
Where do I find information about your learning programme?
How do we become a School Partner?
Do you have risk assessments for educational visits?
Do you offer work experience?
We offer six work experience placements a year*. Placements tend to last one week and are aimed at secondary school students in Years 10-13
For more information about our work experience placements go to: Career Pathways , or complete our Work Experience Online Application and a member of our Learning team will be in touch
We review applications three times a year and offer two places each term.
How do I join your Youth Theatre?
Do you run public theatre tours?
Are your venues accessible?
Access
Are your venues accessible?
How do I book tickets?
Online: You can book tickets online via this website for Leeds Grand Theatre and City Varieties Music Hall performances. For Hyde Park Picture House you can either follow the links from this site or visit www.hydeparkpicturehouse.co.uk directly.
Telephone:
- We are now offering a limited telephone booking service between 10am and 2pm, Monday to Friday only. Please be aware that staffing of the phones may be restricted, and that email remains the best means of communication, along with our website and social media channels.
-
- Bookings for Leeds Grand Theatre or City Varieties Music Hall: 0113 243 0808
- Access line (for customers who wish to make a booking for someone with access needs): 0113 205 3899
- Hyde Park Picture House: 0113 275 2045 (currently closed for refurbishment)
- Should you need to contact us, please email boxoffice@leedsheritagetheatres.com but be aware that a response could take up to 10 working days. Our email and social media channels are not monitored after 6pm midweek or over the weekend. You can log on to your online account at any time to check your email and mailing preferences, and update if needed to ensure you receive the latest email communications. We also advise you to check your junk/spam/work/alternative emails.
In person: Our in person Box Offices are currently closed due to COVID-19.
Do you have toilet facilities?
Work With Us (including placements, work experience and volunteering)
Where do I find information about job vacancies?
Do you offer work experience?
We offer six work experience placements a year*. Placements tend to last one week and are aimed at secondary school students in Years 10-13
For more information about our work experience placements go to: Career Pathways , or complete our Work Experience Online Application and a member of our Learning team will be in touch
We review applications three times a year and offer two places each term.
How do I find out about volunteering?
Other
Where do I find press information?
Where do I find technical information?
Do you offer prizes for charities?
Leeds Heritage Theatres (a registered charity) supports community efforts and non-profit organisations by donating a limited number of ticket vouchers for a variety of fundraising and benefit events. It is our policy to only donate to non-profit organisations. Ticket donations are only considered for use at fundraisers. Before submitting a request, please note the following:
- The request must be presented on the official letterhead
- Include the company name, postal address, event name and date. Also, provide the name, phone number and email address of a contact person
- Provide a charity number where possible
- The request must be made at least four weeks in advance of the event
- Tickets will be distributed on a first-come, first-served basis
- Once a request has been received and reviewed, the contact person will be notified if the request has been granted
- If a request has been approved, a voucher for the collection of tickets will be issued
- Requests must be received in writing by mail or email
Vouchers are redeemable for tickets to selected productions during the current season. Tickets are subject to availability therefore to avoid disappointment we strongly recommend that the voucher be presented to Box Office at the relevant theatre in advance of the performance. Vouchers may not be used in exchange for a refund on previously purchased tickets or in combination with another other offer.
The voucher is only valid for the date/s stated on the voucher and cannot be exchanged for an alternative date or performance. Lost or misplaced vouchers cannot be replaced; only original vouchers accepted (no photocopies), vouchers have no cash value.
All donation requests are typically reviewed within two weeks. We appreciate your patience as we process and respond to each request. The organisation requesting the donation will be contacted by email or post regardless of whether or not the request is approved.
All donation requests should be direct to charity@leedsheritagetheatres.com.