COVID-19

Updates regarding COVID-19

Current Status: In line with government guidelines, Brio Leisure sites are open and Brio Entertainment venues are closed until 17 May and will reopen for limited test events.

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

Are your events at Brio Entertainment still going ahead?

Our events are all currently on sale on our website, some of these may operate at reduced capacity for social distancing.

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.

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 boxoffice@brioleisure.org 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 later in the year. 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.

I have purchased tickets for an event but can’t travel due to government travel restrictions, am I entitled to a refund?

If travel restrictions prevent you from travelling on the day of the performance, you will be entitled to a refund.

Please contact boxoffice@brioleisure.org before the performance date to request this as refunds will not be issued post event.

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.

Please note, if you made your original booking for an event that was scheduled prior to 18th March 2020 that has been postponed, you will be eligible for a refund. Please contact the team on boxoffice@brioleisure.org who will be able to arrange this.

 

FAQs – Attending Covid Secure Events

Will seating be socially distanced?

This will depend on restrictions at the time. We’re currently anticipating some form of distancing until late 2021. This will be automatically managed by our box office system so you can book with confidence. Spaces of 2 metres between bookings will be allocated for the initial phase reducing to 1 metre plus later in the season depending on government guidance.

We may in some cases release more seats if restrictions ease.

Are there any changes to arriving at and entering the venue?

Whilst operating under the highest level of restrictions, we’ll ask you to use the entrance point nearest to your seat. We’ll open the auditorium one hour before the show time and may stagger arrival times 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 have your tickets ready on a phone or tablet. Under the highest level of restrictions, we may take your temperature on arrival.

Will I need to wear a face covering?

In line with government guidelines, it is mandatory for you to wear a face covering at all times during your visit (if you are medically able to do so and aged 11+).

Face coverings must be worn on arrival and at all times throughout the venue, including when seated and watching the show. You can remove your face covering only 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.

Under current restrictions anyone aged 16+ who refuses to sign in using the Test and Trace app may be refused entrance.

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 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.

Social distancing messaging reminders will be in place at all toilets and circulation areas, including floor graphics to assist with socially distanced queuing.

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.