Updates regarding COVID-19
Current Status: In line with government guidelines, Brio Leisure sites are open and Brio Entertainment venues are also open and running a full program of events.
We’ve got a number of safety measures in place for our entertainment events and you can find more information below.
Please keep an eye on our website and social media for further updates on our shows, for any upcoming changes to booked shows we will contact the ticket holder directly.
FAQs – Bookings, cancellations and refunds
Will I need to show COVID status entering the venue?
Proof of Covid status is not currently required to attend events in Brio venues. This is in line with the most recent government guidelines.
Should this situation change ticket holders will be contacted directly with further details.
Are your events at Brio Entertainment still going ahead?
Our events are all planned to run as scheduled and listed on the What’s On page. We may still need to make some changes to dates in response to the changing situation but all ticket holders will be notified in advance if this is the case.
My event has been cancelled because of Covid-19 can I get a refund?
Yes, if your event has been cancelled because of Covid-19 you will get a refund.
If you booked direct with us or through TicketSource, the full ticket price and booking fee will be refunded, but this excludes any delivery charge, refund protection or telephone service fee.
How long does it take for my refund to be issued?
If you booked online through TicketSource, refunds are usually issued within five working days – please note in busier periods this may take slightly longer. If you booked with the venue, one of the Box Office team will be in touch to arrange your refund.
My event has been rescheduled because of Covid-19, do I need to do anything?
If you can make the new date, all you need to do is hold onto your original ticket and no further action is required. If you can’t make the new date, you can email email@example.com to arrange a refund.
Your refund will include the booking fee, but will exclude any delivery charge, refund protection or telephone service fees.
What about future events that haven’t been cancelled or postponed?
We are working closely with our event organisers and producers to find alternative dates for some events. We may need to switch off ticket sales in the short term whilst we find an alternative date.
If in the event, a future event you are attending has been cancelled or postponed due to Covid-19, we will contact ticket holders directly with further information.
Will I be entitled to a refund if I can’t attend an event because I have Coronavirus?
If you have opted for TicketSource Booking Protection when booking tickets, you may be entitled to a refund if you have tested positive and can provide evidence for this.
More information on TicketSource Booking Protection can be found here.
Please contact firstname.lastname@example.org if you have a positive test but do not have Booking Protection. If you’re happy to provide proof of test, we’ll arrange a refund or transfer for you.
What if I have symptoms of Covid or have been told to isolate?
If you have symptoms of Covid-19 or have been told to isolate we would ask that you please do not attend the venue.
Please email email@example.com and we can arrange a refund or transfer for you if you can’t make it in this case.
I don’t want to attend an event because I am concerned about Coronavirus, can I get a refund?
No, unfortunately refunds will not be issued in this case. At Brio Entertainment we want to make sure everyone can enjoy a show when they come visit us. We will have strict cleaning measures and guidelines in place to ensure that our audiences feel safe and comfortable whilst visiting our venues. We’re monitoring air quality and have ventilation running at 100% to ensure the safest possible environment.
FAQs – Attending Covid Secure Events
Will seating be socially distanced?
In line with government guidance, Shows from November 2021 onwards have been on sale with standard seating.
Theatre style seating in our venues sits well below our overall capacity with ventilation systems designed to cope with much larger audiences for standing events.
Are there any changes to arriving at and entering the venue?
We may stagger arrival times or use queueing systems to enable social distancing on entrance. We’ll let you know all of the details by email one week before show date.
You will be asked to sanitise your hands on arrival and it would help to have your tickets ready on a phone or tablet.
Will everyone need to take a Lateral Flow Test?
How do I prove that I am fully vaccinated?
Proof of vaccination is not currently required.
Will I need to wear a face covering?
Following recent government guidance, it is no longer mandatory to wear a face covering in our entertainment spaces.
However, we want all our customers to have an enjoyable experience, so we would ask that you wear face coverings on arrival and whilst moving throughout the venue, including accessing the toilets and bar facilities. You can remove your face covering to eat and drink whilst sat in your seat.
Are you operating test and trace at the venues?
Yes. We ask all customers to ensure they have downloaded the NHS Covid 19 Test and Trace app on their mobile devices before they arrive at the venue. QR codes will be on display at all entrances and customers will be asked to check-in to the venue via the app.
What extra measures are you taking to prevent the spread of the virus?
We have enhanced all cleaning, before, during and after your visit. Fresh air ventilation systems are in use throughout all events and we will be monitoring air quality. Regular cleaning will be in place across all toilets and public areas. You will see hand sanitiser units throughout the venue which we encourage you to use frequently throughout your visit and prior to entering the venue. We also ask you to wash your hands regularly for at least 20 seconds.
We will also be encouraging the wearing of face coverings throughout our entertainment spaces.
How will I know which restrictions apply to my event?
If you have bought your tickets with us direct or via TicketSource, we will send you all the information you need to know about your visit in advance via email, including door times, show times and arrival entrance.
We’ll also update you on any food and drink offers for your event. Also keep an eye on our social channels for all the latest updates and event info.