FAQ

This is a car park right next to us, find out more here.

During parent and baby film screenings, as well as selected family-oriented live shows where infants are allowed, parents and guardians typically bring their babies in buggies, strollers, or pushchairs. However, for safety and space reasons, we do not allow buggies, strollers, and pushchairs inside the theatre or Screens 1, 2, and 3 during performances or screenings.

We do have designated areas for leaving your buggy:

• Screen 1: Please leave your buggy in the corridor at the main entrance of Screen 1
  
• Screens 2 and 3: Use the designated Buggy Park located before the entrance to Screen 2 and in the lobby of Screen 3's main entrance

A receipt of your card payment will be emailed to you and you will then receive a second email confirming your tickets and other purchases if any. This email tends to arrive a minute or two after.

If you cannot find your ticket confirmation email, the first thing to do is to check your spam, junk mail or trash folder.

If you do not receive your ticket confirmation, you can email us: hello.campuswest@welhat.gov.uk

You can access your online account only when it is activated i.e. by booking online or having your account and password set previously.

All your purchase history along with details of tickets for your up and coming events will be listed on your account under the Orders tab.

You do not need to print the tickets out but you can just show the ticket details displayed in your online account as this will allow you entry to your film, session or event at Campus West.

An online booking is considered successful when you receive a confirmation email with your reserved seats or spaces. However, there are instances where online transactions may fail, but your bank shows that the money has been deducted from your account.

Here's what happens in such situations:

• Your bank authorises the payment and temporarily holds the funds, expecting us to collect the payment
• If there is a communication failure or an error during the booking process, we are unable to collect the payment
• Since the payment cannot be collected, the tickets are not released, no confirmation email is sent, and the seats or spaces remain available for booking
• The temporarily held funds will be automatically returned to your account by your bank, typically within 5 working days

• Access Your Account
  • Click on the My Account icon located at the top of your screen
  • Log in using your current credentials
    
• Navigate to the Details Page
  • Your account page will automatically open to the Details section, if not click on the Details tab
    
• Initiate Password Change
  • Scroll down to the bottom of the page, just above the Save button
  • Click on the link that says Change my password
    
• Enter Your Password Information
  • In the first box, enter your Old Password
  • In the second box, enter the New Password you wish to use
  • In the third box, Confirm your new password by entering it again
    
• Finalise the Change
  • Click the Change Password button to save your new password

• Access the Addresses Section
  • After successfully logging into your account
  • Click on the Addresses tab in your account dashboard
    
• Initiate Address Change
  • Select the Edit button next to the address you wish to update
    
• Update Your Address
  • On the Address Edit screen, modify or change your address by filling in the relevant fields with your new information
    
• Save Your Changes
  • After updating your address, click the Save Address button to confirm and save your new address

We are sorry, but we do not offer refunds on tickets once they have been purchased. However, if Campus West or its operations close due to unforeseen circumstances such as: Severe weather conditions (e.g., snow, inclement weather), building evacuation or other unexpected events that requires the closing of the building, we will offer replacement tickets valued at least equal to the original tickets.

Your Zebra Membership Discount will be automatically applied once you have logged into your account.

The discount will be reflected if it is applicable to your purchase.

For full details, please refer to the Zebra Card Terms and Conditions.

Other discounts will be applied once you have logged into your account and added the items to the basket.

Please ensure you are logged in to see the discounts applied to your purchase.

We are pleased to support local groups, organizations, and events within the Welwyn Hatfield Borough Council district with donations when possible. To request a donation, please follow these steps

1. Eligibility Criteria:
   1. Your group, organization, or event must be located within the Welwyn Hatfield Borough Council district
   2. You can receive one donation per calendar year
      
2. Application Process:
   1. Complete the application form
   2. We require at least 4 weeks' notice prior to your event
   3. Donation requests will only be accepted through this form
      
3. Processing Your Request:
   1. If you meet our criteria, we will process your form and send complementary tickets to you via email
      
4. Typical Donations:
   1. Most donations consist of 4 complimentary tickets to Roller City, Soft Play City, or The Cinema
   2. Tickets will be valid for 6 months from the date of issue

We look forward to supporting your cause!