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Coronavirus - Updates & FAQs

Last updated: 26 August, 2020

We are working with our colleagues throughout the live performance sector and government on the safe reopening of theatres and concert halls. 

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.

Currently, a number of concerts have been rescheduled. Please visit our Rescheduled and cancelled performances page to check specific performances.

I have not yet received the tickets that I booked for future events, why is that and when will I receive them?

We are unable to post out tickets for future events until the Hall is re-opened. If you would like to receive your tickets in an e-ticket format (which you can show on your smartphone or print out at home before the performance) please call our Box Office on 020 7730 4500 or complete our Contact Us form.

The event I have booked for has a socially-distanced audience. What does that mean?

In line with government guidelines, we are hosting some performances which have a socially-distanced audience. This will affect how many people are allowed to book for the performance, how audience members, staff, and artists move around the venue and other aspects of your visit. Find out more about how we are keeping you safe on your visits to Cadogan Hall.

The event I have booked for doesn’t seem to have a socially-distanced audience. Why is that?

As the government considers a move away from social distancing measures, such as the two-meter rule, it is our greatest hope that events may be staged to full-capacity audiences.

Naturally, this is entirely conditional on the country’s ability to keep the virus under control. Therefore performances that have been sold to a full-capacity audience may be postponed or cancelled should circumstances require distancing measures remain in place.

However, please be assured that all ticket purchases are fully protected and customers are entitled to exchanges, credits, or immediate refunds in the case of a rescheduled or cancelled event.

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?

We ask that audience members stay at home if they (or members of their household) have had any symptoms of illness such as a cough, sore throat, or fever (or have been in contact with someone with these symptoms) in the 14 days before they are due to attend a performance. In this case, your ticket purchases are fully protected and customers are entitled to exchanges, credits, or immediate refunds.

If you have any questions, you can call our box office on 020 7730 4500 or complete our Contact Us form.

Is the event I have booked for cancelled?

We are working through each event in the calendar with individual event promoters and will update as soon as we have a confirmed cancellation or reschedule. We will contact you as soon as we have news, but you can also keep checking our Rescheduled and cancelled events page. To make sure that you receive updates, log in to your account to check that we have your up-to-date contact details, including email address if possible.

Will I get a refund?

If your event is cancelled, you are covered for the full value of your tickets and any associated drinks/programme vouchers. We will contact you to offer you a refund or a credit note.

How will you refund me?

You will be refunded 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?

We are working through an extraordinary number of refunds at present so this is taking longer than usual. 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.

What if my event has passed?

You will be covered even if your event date has passed. We will be in touch to offer a credit or refund.

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. Please either complete the Contact Us form, or call the box office on 020 7730 4500.

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