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COVID-19

I have tickets for a performance that has been affected by the closure. What do I do?

We will be contacting all ticket holders individually regarding performance cancellations to offer full refunds and credit notes. We are a small team, but we are doing our best to keep on top of this, so please expect an email from us a couple of days prior to the date of your performance.


If you do request a refund, please allow 7-14 days for refunds to land in your account. Delays can depend on your banking provider.

I don't want a refund. Can I get a credit note instead?

Yes, absolutely! We love credit notes.

Do Credit Notes expire? And how can I use them?

Credit notes do not expire! You can use the voucher code we will send you to book tickets online or over the counter at the box office. You can use credit notes against popcorn and drinks as well. We love credit notes.


I bought my tickets over the counter or over the phone and I want a refund. What do I do?

If your tickets were bought over the phone or over the counter we will need to process the refund over the phone. Get in touch with our box office managing team (boxofficemanager@princecharlescinema.com) who are still hands on and will be able to assist.


Please note that credit notes can be issued automatically through our system, so we wouldn’t require a contact number. Also, we love credit notes.

I have an annual membership and I’m missing out. Help.

All active annual memberships will be extended to cover the length of the closure.

How will I know when the doors are opening again?

We will continue to monitor the situation and will be posting updates across our social media channels which remain active during this period. Make sure you subscribe to our mailing list as we will make sure to notify everyone via email too.

What can I do to support the cinema?

The best way to support us is by purchasing a Membership, Gift Membership or Gift Voucher. And just promise to come back as soon as we open!

Will you reschedule all cancelled performances?

As it stands, we are hoping to bring back as many of our cancelled screenings as we can once we have a potential reopening date.


Though it's worth noting, we only have 2 screens and almost an entire year of plans mapped out and booked [just not yet announced] so shuffling everything is simply not possible.


But we promise we are trying and it is strongly advised you sign-up to our mailing list to keep updated on all changes, updates & programme returns once we have them in place.

LOCATION AND OPENING TIMES

Where are you located?

We are at 7 Leicester Place at the north east corner of Leicester Square, just up from the Angus Steakhouse. Closest tube stations are Leicester Square and Picadilly Circus. Check out our home page for a map.

What time do you open?

The Box Office opens 15 minutes before the first film of the day.


Doors close 20 minutes after the last film has begun.

When can I get into the screen?

Doors to the screen open 10 minutes before the advertised time.


Please note that for busy screenings you may be asked to queue outside until the screen is ready.This is due to the limited space in the foyer and bar area.

Is this the Leicester Square Theatre/where is the Leicester Square Theatre?

No, we are not. When facing the cinema if you look over to your right, that doorway with all the LEICESTER SQUARE THEATRE signs is the Leicester Square Theatre.

HOUSE RULES

Performance Start Times

All films start 10 minutes after the advertised time. For interactive screenings, such as our Sing-A-Long-A shows, the pre-show / introductions start at the exact advertised time.  

Late Arrivals

We allow admissions up to 10 minutes after the film has started/ 20 minutes after the advertised time.


Please be aware that once the film has started the management reserves the right to refuse admission to latecomers in order to minimize disturbance.


For busy screenings, latecomers maybe be asked to sit towards the back of the cinema.

Phone Usage

Please turn your phone off and refrain from checking it for the duration of the films performance.


Yes the light may be dim to you, but it is distracting to others so please keep it in your pocket. Twitter will still be there when the film has finished. Promise.


We want to keep our screens a 100% phone-free environment once the film has started.


If we catch you using your phone, you will be politely asked to put it away.  If you're a repeat offender you may be asked to leave the screen, even if you're one of the only people in the screen.


And it goes without saying that all photography, audio and video recording are not permitted in the screen once the film has started.  I know it may be tempting to grab a photo of the films title-card for 'the gram', but not only is it distracting for others it's also illegal!

Food & Drink

Only food & drink purchases on site may be consumed within our screen so no sneaking in entire pizzas or two litre bottles of pop!


If you're attending one of our all-nighters, these rules cant be bent a little to help you make it through the night. We do have a zero-tollerance policy on hot, smelly or noisey food as they annoy those around you - but for more insight, have a peek at our handy ALL NIGHTER : FAQ's, HOUSE RULES & TIPS pdf.

Alcohol

You are not permitted to consume alcohol not purchased on site. Consumption of alcohol not purchased on site is against the cinema's licence.

Our bar is open throughout the day, and we offers a HUGE variety of stock.

Respect our Staff

ALL of our staff deserve to be treated kindly and with respect.  


Aggressive or rude behaviour towards any member of our team will not be tolerated. You will be asked to leave and may be banned from the premises.



Respect your fellow cinema-goers

We ask that you refrain from talking, using your phone, rustling through bags or doing anything which may cause a disturbance to those around you. Once the performane has started our ushers may kindly ask you to put your phone away or stop talking.


We all want to have the best possible experience when visiting the cinema, so we all need to play our part in making that happen.


If there is any issue in the screen which is impeding on your experience, please speak to an Usher [yes, we have those] or the Duty Manager on site who will be able to assist.




WE HAVE USHERS - SPEAK TO THEM

We know it's a rarity in the West End, but we have staff members on site and in-screen dedicated to helping you have the best experience possible.

If there is a problem whilst you're here [noisy patron, phone usage during the film, too hot or cold] simply have a quick word with them and they will do their best to make things beter.


We want to do our best for you in real-time rather than after the fact, so please don't fear the Usher. They're here to help.

E-Cigarettes

E-Cigarettes / Vaping is not permitted anywhere on site.

FILM / PERFORMANCE INFORMATION

When do films start?

All regular performances start 10 minutes after the advertised time. Hosted pre-shows for Sing-alongs start at the advertised time.

When will a certain film play?

We usually try and screen films as soon as we can, but it is usually limited by how well a film is performing elsewhere.

Is my performance FILM or DIGITAL?

If the film is being presented from 35mm or 70mm, there will be a green box next to the time with either 35mm or 70mm.  If there is no box, the performance is Digital.

Why don't you programme further ahead?

The programme has to be kept as fresh as possible, so we limit ourselves to only having 2 weeks programmed at any stage. This means we can nab new films as and when they become available. The rep programme is booked much earlier and can be up to two months in advance.

Do you have a way of requesting films online?

No, but we have a rather large blackboard in our bar, so feel free to leave your amazing film ideas here next time you visit.

What do the film ratings mean?

U - Suitable for anyone

PG - Parental Guidance

12A - Suitable for 12 years and over but anybody under 12 can be admitted if someone over 18 is present

15 - Suitable for 15 years and over

18 - Suitable for 18 years and over

TICKETING

Can I buy tickets in advance?

Yes, you can book tickets for anything in our programme online, over the counter or over the phone at any point.


You can call our Box Office on 020 7494 3654 between 1pm and 8.30pm. Please be aware that during busy screenings the box office team may be unable to answer your call on your first attempt.





How much do tickets cost?


NEW RELEASE


Mon - Fri Matinees : £6 / £10


Eves / W'ends / Bank Hols : £11 / £13.50


RE-RELEASE / WEEK LONG ENGAGEMENTS


Mon - Fri Matinees : £6 / £10


Eves / W'end : £10 / £12.50


OTHER


Repertory Films : £7.50 / £10


70mm Presentations : £11 / £13.50


Weekend Repertory Films : £10 / £12.50


Sing-A-Long-A :  £14.50 / £17


Special Events [Marathons, Double & Triple Features etc] : Priced Accordingly


Lower Price is for Members!


Please note there is a 75p booking fee per ticket purchased online.


Child tickets, which are only available for select performances, are valid for customers aged 15 and under. Performances with no Child ticket displayed on the website, are performances where no Child ticket is available.

Do I need a physical ticket, can’t I just show you my booking reference?


You no longer need to print a physical ticket as we can scan the QR code from the booking confirmation email at the doors of the screen.


If you do not have the confirmation email or the QR code isn't showing we can still print your ticket using the booking reference number or card you paid with.



Is there a student/ senior discount?

Not on tickets, however we offer our annual membership at concession rate, so you can join and save on tickets that way!

Concession counts as Students, OAP's, Cinema Exhibitors Association Registered Disabled, or unemployed and costs £7.50.

Concession Memberships are available over the counter only.

Do you offer discounts for disabled people?

On recommendation from the government, we will give a complimentary ticket for a carer to anyone in posession of a Cinema Exhibitors Association card or anyone with a registered carer card.

What can I use ADMIT1s for?

Admit Ones are not valid for Special screenings such as Sing-A-Long-As, All-Night Marathons, Triple or Double Features & any screenings with live Q&As / Intros.

All New Release films are Free-List Suspended which means that no Admit Ones/Complimentary tickets are accepted during the first week of release.


Every other screening in our programme is fine.


Please note that Admit Ones can be used only over the counter at the box office.



Is it really sold out? Will there by any returns?

Yes, if a show is marked as SOLD OUT then it means that there are no more tickets available.

Any returns will be automatically put back on sale, so make sure to regurarly check the website.

We do from time to time have returns on the night, so you are welcome to come down and wait to find out.

Is it allocated seating?

Most of our shows are unallocated, if it is an allocated show you will be asked where you would like to sit by our box office staff or given a choice when purchasing tickets online.


Why are some tickets so cheap and others more expensive?

Well, the seasonal films we have are off general release, so we pay less rental and don't have to charge you as much. New Release ones are newer and still on general release (still playing at other venues), so they cost more to rent, and more to see. Special Events are more expensive as we put in a lot more work into making the shows happen.

What is the age restriction on Kids Tickets?

Though we don't have these available for all shows, when we do they are available for children aged 15 and under.

Are there group discounts?

We don't as a rule have a group discount policy (though there is for certain Singalonga Shows). If you have a very large group, speak with one of the cinema's Duty Managers, and they will see if we can do you a deal.

Can I bring my baby?

Babies are generally welcome to performances with a PG or 12a certificate and if sat on the parents lap go for free. Please be aware this policy may change for special events.

Can I use American Express?

No, we accept all other credit and debit cards though. AmEx charges are just too high for us. Sorry!

Can I get a refund?

All ticket purchases are final, tickets cannot be exchanged or refunded.

Can I go out and come back in again without my ticket, will you remember me?

No, staff frequently get moved about within the venue so always keep you ticket on you if going to the loo, bar or kiosk.

Do you accept £50 notes?

We’ve recently seen a huge increase in the volume of fraudulent £50 notes coming our way, so at this moment in time we do not accept £50 notes. Our apologies for any inconvenience this may cause.

Do you accept Compare The Meerkat 2for1?

No!

MEMBERSHIP

How can I become a Member?

You can join online, over the phone or over the counter at box office. All we require is your name, surname and email address. Our memberships costs £10 for a year or £60 for a lifetime.


Have a look at our Membership section for full details and benefits of the scheme.

Can I buy a membership as a gift for someone?

Yes you can, either online or at the box office. If you purchase a Gift membership online you will receive an email voucher to download and print at home. To purchase a Gift membersip voucher click here.


All membership cards need to be collected from the venue.


Please note that Gift Vouchers expire 12 months after the purchase date.



I think my membership has run out but I'm not too sure and it doesn't tell me on the membership card - what do I do?!

You can view the expiry date of your membership by logging in online or simply by checking with our staff at the box office. You can also renew your membership in advance either online or over the counter. The new membership will automatically start when your current membership expires.

I've lost my membership card, do I need to buy a whole new membership?

If you have lost your card and the membership is still valid then we can issue a new card for you. Please note that there is a £3 card replacement fee.

CAN I USE MY MEMBERSHIP FOR SOMEONE ELSE?

You can only use the membership for yourself. One member ticket per show is permitted under the terms of our membership scheme.

Do I get discount on popcorn?

Yes! Members now get 15% off all drinks, popcorn and snacks.

ALL-NIGHTERS

How old do I have to be to attend an All Nighter?

Anyone aged under 16 will not be permitted to attend any All Night Movie Marathon - regardless of the age rating of the films.


Those aged 16 and 17 are welcome to attend any All Night Movie Marathon with a PG, 12a or 15 certificate.


Any All Night Movie Marathon rated 18, you must be 18 years of age or older to attend. 


We recommend that if you are fortunate to appear younger than you are, please bring along some I.D. for proof of age. The management reserves the right to refuse admission if proof of age is not possible, so we strongly urge you to pack it along with your toothbrush & comfy jumper. 

Can I arrive/ leave at any point?

Please note that we do not allow any admissions after midnight.


If you arrive more than 10 minutes after the feature has started you will be asked to wait in the foyer until the next break. You can leave the marathon at any point.

What time is the bar open until?

We are serving alcohol until 11pm, however we do from time to time have a late license for late screenings and marathons. Make sure to check the marathon's page for more information.

What time will the Kiosk be open until?

The kiosk will be open all through the evening and until the end of the marathon so you can purchase coffee, tea, soft drinks, popcorn and other snacks.

Can I go out and come back in again?

You are welcome to step outside for some fresh air, but our security will not allow anyone leaving the premises for more than 10 minutes back in the venue.

FOOD AND DRINK

Do you sell anything savoury?

Salted popcorn and pretzel pieces!

Do I get discount on popcorn and/or soft drinks with my membership card?

YES! Members get 15% off all drinks, popcorn and snacks at kiosk and bar.

Do you have any Vegan snacks?

Please ask a member of staff as our range varies, however our popcorn is completely vegan!

FACILITIES

How big are the screens?

Well, downstairs has 300 seats, upstairs 104. Both have nice big screens and booming sound.

Are there toilets upstairs?

No, toilets are located in the basement bar area.

Do you have disabled access?

We do not have disabled access at the moment as the council declined our request to put a stairlift in the building, and due to the narrowness of our staircase having a lift would be a violation of their Health & Safety guidelines.


Sadly the mechanics of the problem make it look like this might never be possible, but should this change we will update this section of the website asap.

Do you have a cloak room?

No, we do not have a cloakroom.


Due to the nature of the building, we are very limited in space. Suitcases, large bags and prams will not be allowed inside the screens, as they are deemed a fire hazard. Please ask a member of staff to assist with storing it.


No, we can't store your bicycle. There are areas nearby where you can lock your bicycle.


If you are visiting the cinema and will unavoidably have a larger item with you, please contact dutymanager@princecharlescinema.com to give us a heads up. We will do our best to accommodate.

I think I left something behind in the auditorium! Do you have a lost property?

We do have a Lost Property. If you do happen to leave something behind (umbrellas and scarves are the most popular) please ask a member of staff to assist.

Please note that all lost property will be donated to a local charity after a 2 week period, unless we've received a written email from you stating an alternative date for collection.

Can I hire the cinema?

YES, we are available to hire to show your film, promote your product, host your conference or anything else you may come up with. Please visit the CINEMA HIRE page for more details.

MISCELLANEOUS

Where is the Charlie Chaplin statue?

Westminster Council took it away to fix it and never brought it back... but we think it now sits in Leicester Square [at least it did at the time of writing this].

How do I join or leave the email list?

To join our Mailing List, click HERE

To unsubscribe there is a link at the bottom of the email which will enable you to leave the email list.


[we sent a lot emails, so no hard feelings if you feel like you hear from us too often and want to opt-out]

How can I get a job at the Prince Charles Cinema?

Email your CV to vacancy@princecharlescinema.com or simply drop in a copy at the front desk for the attention of the Personnel Manager.

Can I have one of your posters?

No, because of our programme we tend to bring back old classic films quite often, so we keep all our best posters in a library in the basement. However once in a while we have a big clear out and give bundles away for free. You just have to beat the staff to the best ones.

What About Cookies?

Cookies are small pieces of information that are stored by your browser on your computer's hard drive. They make it possible for us to track visitor statistics, although this is always done in aggregate, with no record of your individual details tracked or kept. It basically means we can work out if the website is working well and if the bits that our geeks spend ages writing are actually used or not. We're not selling on your data, we're not spying on you when you leave our site, we just use it to find out how best to improve what we do.