Terms & Conditions

Delivery of tickets

When tickets are purchased online, customers should bring the confirmation email, either on paper
or on a mobile phone, to gain entry to the screening booked. It is not necessary to collect tickets
from the box office.

Website

We endeavour to ensure our website is always accurate. However, we cannot be held liable for
errors in screening dates, times, films or prices. We will contact you by email if there are any
changes, providing you have given us your consent to do so.

Purchasing tickets

A transaction can be abandoned before payment has been made.

Refund policy

Tickets purchased online, by phone or in person, are non-refundable unless the screening is cancelled for any reason. If this happens, a full refund will be given including booking fee to the original payment method. Complimentary tickets such as membership tickets will also be refunded in the event of a cancelled screening.

We are unable to offer refunds for illness or injury but may be able to swap your tickets as below.

Returns & Ticket Swaps

Once purchased tickets cannot be returned. Customers’ unwanted tickets can be sold to other
people at face value. Please note that any sale or purchase will be a private transaction between
you, rather than with Saffron Screen. Saffron Screen is not responsible for these transactions.

Ticket Swaps

In the event you are unable to attend your booked screening, it may be possible that we can transfer your tickets to another screening with the same ticket values.

We are unable to split up tickets per screening so they must be a like for like swap.

This can be done by emailing info@saffronscreen.com no less than 72 hours before your screening start time with your booking information and what screening you would like to swap them to.

There will be a £2.50 admin fee for transferring your tickets which will be payable at the box office when you collect your tickets on the day of your screening. If you are unable to pay the £2.50 admin fee, you will be refused entry.

Tickets swaps are not guaranteed nor are they a right, but we will do our best to accommodate. Any requests received within 72 hours of your screening will not be eligible for a ticket swap.

Only your original tickets are eligible to be swapped, once swapped they cannot be swapped again.

This can be downloaded here if required: Terms and Conditions.

Terms of Entry

By purchasing a ticket and/or entering the Saffron Screen premises (the “Venue”), all visitors agree to be bound by the following Terms of Entry, our general Terms & Conditions, and any notices or instructions given by Saffron Screen staff.

1. Admission and Tickets

Ticket Requirement: A valid ticket must be presented for entry to a screening. Saffron Screen is not responsible for lost or stolen tickets.
Proof of Purchase: Customers who purchase e-tickets should bring their confirmation email (on paper or a mobile device) to gain entry.
Concession/Age Proof: Visitors purchasing concessionary tickets (e.g., student, senior) or attending age-restricted films (12A, 15, 18) must provide valid photographic identification and/or proof of concession status upon request. Failure to provide proof may result in the full standard admission price being charged or refusal of entry without a refund.
Latecomers: Admission for latecomers is at the discretion of the Duty Manager. Entry may be refused or delayed to minimise disruption to the film and other customers.
Refusal of Entry: We reserve the right to refuse admission or require any ticket holder to leave the premises without a refund if their conduct is deemed unacceptable (see Section 4).

2. Film Classifications and Age Restrictions (BBFC)

All film classifications are strictly enforced in accordance with the British Board of Film Classification (BBFC) guidelines.

Classification	Restriction	Accompaniment
U (Universal)	Suitable for all.	None required.
PG (Parental Guidance)	General viewing, but some material may be unsuitable for young children.	None required, but guidance is advised.
12A	Cinema content classified 12A contains material that is not generally suitable for children aged under 12.	Children under 12 may be admitted only if accompanied by an adult (18+).
15	No one under 15 may be admitted.	Strictly 15 years and over.
18	No one under 18 may be admitted.	Strictly 18 years and over.

Babies/Toddlers: Children aged under 24 months are admitted free of charge if they sit on an adult’s lap and do not occupy a seat. Children aged 2 and over require a ticket at the child’s rate, regardless of whether they occupy a seat. We request that any child causing a disturbance to other guests be briefly taken out of the auditorium until they have settled.

3. Food and Drink

Outside Food and Drink: No alcoholic drinks or hot food will be permitted into the Venue.
Alcohol: Alcoholic drinks are served at selected screenings (typically Friday to Sunday evenings and certain additional and event cinema screenings).
- Alcoholic beverages purchased on the premises must be consumed responsibly and only by patrons aged 18 or over. Proof of age will be required.
- Bringing external alcoholic beverages into the Venue is strictly prohibited. Any guest found doing so may be asked to leave without a refund.

4. Conduct and Behaviour

To ensure a pleasant experience for all our guests, all visitors must adhere to the following:

Disruption: Mobile phones must be switched off or set to silent mode before entering the auditorium. Talking, excessive noise, or disruptive behaviour during the screening is not permitted.
Illegal Recording (Piracy): The unauthorised recording, photographing, copying, or attempting to copy any film or copyright material shown in the cinema is a serious criminal offence. Anyone found engaging in this activity will be immediately reported to the authorities and ejected without a refund.
Respect for Staff and Property: Visitors must treat all Saffron Screen staff and fellow customers with respect.
Zero Tolerance Policy for Staff Abuse: Saffron Screen operates a Zero Tolerance Policy toward any form of verbal or physical abuse, intimidation, harassment, or threatening behaviour directed at our staff members or volunteers.
Immediate Removal: Any patron engaging in such behaviour will be immediately asked to leave the Venue, resulting in the forfeiture of their ticket without refund.
Reporting to Authorities: Depending on the nature and severity of the incident, Saffron Screen reserves the right to involve law enforcement.
Future Bans: Individuals who violate this policy may be permanently banned from entering the Saffron Screen premises.
Anti-Social Behaviour: We reserve the right to eject any individual engaging in anti-social, threatening, dangerous, or intoxicated behaviour.
Smoking: Saffron Screen is a non-smoking venue. Smoking, including the use of e-cigarettes and vapes, is strictly prohibited anywhere inside the building or on the premises of Saffron Walden County High School inside or out.

5. Liability

Personal Property: Saffron Screen accepts no responsibility for any loss, damage, or theft of personal property brought onto the premises. Please keep your belongings with you at all times.
Force Majeure: We are not liable for any cancellation, alteration, or delay to a screening caused by circumstances beyond our reasonable control (e.g., technical failure, power outage). In such an event, we will offer a refund or a ticket exchange, at our discretion.

6. Health and Safety (Illness and Venue Management)

To maintain a safe and comfortable environment for all patrons and staff, we ask for the cooperation of all visitors regarding contagious illnesses.

Non-Admission Due to Illness: We strongly request that visitors do not attend the Venue if they are suffering from a highly contagious or infectious illness, such as:
- A high temperature.
- A new, continuous cough.
- Any other symptoms commonly associated with highly transmissible respiratory or gastrointestinal infections (e.g., flu, COVID-19, norovirus).
Request to Leave: Saffron Screen reserves the right to ask any visibly unwell individual to leave the auditorium or premises if, in the reasonable judgment of the Duty Manager, their presence poses a risk to the health or comfort of other patrons and staff.
Hygiene Protocol: All visitors are encouraged to follow good public health hygiene practices while on the premises:
- Practice frequent handwashing or use of hand sanitiser (provided at various points).
- Cover all coughs and sneezes (ideally with a tissue or into your elbow).
- Dispose of all waste promptly and appropriately.
Ventilation: Saffron Screen maintains its ventilation systems and procedures in accordance with current industry guidance to ensure an adequate supply of fresh air in all enclosed spaces, particularly the auditorium.

First Aid Provision:

Trained Staff: Saffron Screen maintains a minimum level of basic first aid capability by ensuring that trained staff members are present during all operational hours.
Basic Assistance Only: Our staff are trained to provide basic assistance and manage minor injuries or medical emergencies until professional help arrives. Staff are not medically qualified and cannot diagnose conditions, administer medication, or provide treatment beyond basic first aid.
Emergency Services: In the event of a serious injury or medical emergency, staff will immediately contact the appropriate emergency services (e.g., 999).
Liability: By accepting first aid assistance from Saffron Screen staff, you acknowledge that Saffron Screen and its employees are providing assistance in good faith, and Saffron Screen accepts no liability for any consequences arising from the basic first aid administered, provided it was rendered with reasonable care.
Self-Care: Patrons requiring specific medical attention (e.g., requiring medication, specific medical devices) are responsible for bringing and administering their own necessary care.