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Coronavirus - FAQs

We have tried to answer some of the most frequently asked questions below. If you have any further questions or our like any more information please call our Box Office on 020 7730 4500 or complete our Contact Us form.

Last updated: 27 January 2022.

Do I have to wear a face mask?

As of 27 January, there is no longer a legal requirement to wear a face-covering. Government guidance suggests that you continue to wear one in crowded and enclosed spaces where you may come into contact with other people you do not normally meet (exemptions apply).

If you arrive at the Hall without a face mask, our front of house team will be happy to provide you with one.

Do I have to show a COVID Pass?

Currently government guidance does not require audiences to present proof of vaccination, or a negative test, as a condition of entry. However, we respectfully ask all customers to test within 48 hours of coming to the Hall.

I had tickets for an event but I can’t see it in the What’s on listings, when is my event?

A very large number of concerts have been rescheduled or cancelled. Please visit our Rescheduled and cancelled performances page to check specific performances.

I (or a member of my household or party) have experienced symptoms of coronavirus, but we are due to attend a performance soon. What should I do?

You should take a test as soon as possible and if ‘positive’, register the result on the government’s Report a COVID-19 Result website. If you cannot use the online service, call 119 (free from mobiles and landlines).

You’ll receive a message from them asking you to self-isolate and you may request a refund using this as supporting evidence. Crucially, we ask you not to attend if you test positive.

Is the event I have booked for cancelled?

If your event is cancelled, we will contact you as soon as possible to organise the refund of your tickets or a credit note. Please note we are unable to refund booking or postage fees, and Ticketplan. You can check our Rescheduled and cancelled events page. To ensure you receive updates, please log in to your account and check that we have up-to-date contact details for you including an email address is possible.

Will I get a refund?

If you have tested positively for COVID-19 and/or have been asked to isolate as part of the government’s Test & Trace system, we will refund all or some of your tickets in full as requested or offer you a credit voucher if you prefer. We can offer refunds only to those who have tested positive and/or have been instructed to isolate by Test & Trace. All refunds, credit vouchers and exchanges are subject to our normal terms and conditions.

You can request a credit or refund by filling in our Credit/Refund Form. You will need evidence to support your request, e.g. a photograph of a positive lateral flow test result or your Test & Trace notification.

(Please note, requests can only be submitted prior to the event. We can not process requests submitted after the event has taken place.)

How will you refund me?

Refunds will be made to the card you originally paid with. If your card has expired, we will contact you to complete a refund to a different card.

How long will my refund take?

You will be sent an automatic email to let you know when you have been refunded or credited. Once sent, the bank can take up to two weeks for the refunds to reach you.

My event has been rescheduled, but I can’t make the new date

If you’re unable to make the new date, we can offer a refund or credit note for the full value of the tickets. Please either complete the Contact Us form, or call the box office on 020 7730 4500. If you would like a refund, please the box office know at least 2 weeks before the new performance date and we will be happy process the refund or credit note.

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