Terms & Conditions

Terms & Conditions

Genesis Terms and Conditions

Here at Genesis we want everyone to enjoy their big screen experience. To make that easier and safer, we have a few house rules that everyone should follow.

‘You’, ‘customer’, means everyone who visits Genesis, whether a ticket holder or not.

‘Us’ or ‘We’ means Genesis cinema and its staff.

Terms of Entry

  1. We are required by law to refuse the sale or admission to a performance to anyone who, in the opinion of Genesis staff, is below or appears to be below the minimum age required by the relevant classification of the British Board of Film Classification. Photographic government authorised proof of age may be necessary for entry.

  1. A child is classed as a person between the age of 18 months and 14 years. A senior is classed as a person aged 60 years and over.  A student is classed as anyone carrying a student card with a valid expiry date and photo. Family tickets may be purchased for each member of a group provided one of the members is a child.  Studio 4 and 5 tickets are a flat rate regardless of age. A person aged 18 months and under is eligible for a free ticket to an age appropriate film if they are accompanied by an adult and do not occupy a seat.

  1. We reserve the right to refuse access or order the immediate removal, without a refund, of anyone who:
    1.                Appears to be intoxicated or is behaving in an antisocial way
    2.                Is smoking on the premises (including e-cigarettes and vapes)
    3.                Upon request, at any time, fails to produce a valid ticket.
    4.                Refuses to, when requested, remove any item of clothing which restricts the view of one's head/face (e.g. hoods) with the exception of religious headwear.

  1. It is your responsibility to check the ticket; we are under no obligation to rectify any mistakes made after purchasing the ticket. We are not obliged to replace lost or stolen tickets.

  1. We reserve the right to inspect customers’ bags upon entry to the venue to check for prohibited items (prohibited items include but are not limited to: illegal substances, weapons, cameras and recording devices, and drinks or food purchased outside the cinema). Inspections are to be carried out by members of staff at the discretion of our Door Supervisor and Manager. All customers reserve the right to deny inspection. Any customers who refuse an inspection will not be permitted entry and offered a refund for their ticket.

  1. Cameras or recording equipment are not allowed into the screens. It is an offence to make any recording of a film. Anyone recording may be arrested and prosecuted, leading to an unlimited fine and imprisonment for up to 10 years. Any devices found to be recording may be confiscated by the Manager for inspection.

  1. Mobile phones and other devices must be switched off during the main feature. Failure to do so may result in being asked to leave the screen.

  2. We do not offer refunds for any of our tickets. If you are unable to attend a screening please ask to speak to a manager who may be able to swap your tickets for another performance. If you are not able to attend any upcoming performances, we are not able to offer any form of refund or exchange. If the performance you are swapping your tickets to is of greater value, you will be required to pay the difference at the point of swap. We are unable to swap Studio 4 and Studio 5 tickets less than 24 hours before the performance and unable to swap Screens 1, 2 or 3 tickets less than 12 hours before the performance. Special event tickets are non-refundable and non-transferable.

  3. No food or drink purchased from outside the cinema can be consumed on the premise.

  1. No alcoholic drink purchased outside may be brought into the premise.

  1. We do not store unfolded bikes on site. Foldable bikes may be stored at the Manager’s discretion and at the customer’s own risk with the Door Supervisor.

  1. Prams and buggies are not allowed in the screens but may at the Manager’s discretion and the customer’s own risk, be kept with the Door Supervisor.

  1. We accept no responsibility for loss of or damage to personal belongings while on site, and all items left with the Door Supervisor are at the customers’ own risk. Food left with the Door Supervisor will be stored at room temperature and will not be kept overnight.

  1. Customers who arrive after the start of the feature film will only be permitted entry into the auditorium at the manager’s discretion,

  1. All food purchased on the premise is non-refundable.

  1. Any 2-4-1 deals that we offer are only available for films in their second week of release onwards.

  1. All discounts are at the Manager’s discretion and can’t be used in conjunction with any other offer.

  1. Guide, hearing or other assistant dogs are welcome but other animals are not permitted.

  1. Customers must at all times remain within public areas and not obstruct aisles or doorways with personal items.

  1. Appropriate action (including but not limited to: banning customers from the premises; contacting the police; taking further legal action; and making a claim to cover any costs incurred) will be taken against anyone who endangers, jeopardises the safety of, or is abusive, insulting, intimidating or threatening to anyone on site.

  1. Customers shall not exhibit behaviour that is considered antisocial or disruptive by cinema staff, including both physical and verbal abuse at any point on site. Such behaviour may result in immediate removal from the premises without any entitlement to a refund. We reserve the right to remove a group of guests should the behaviour of one or more of their members be deemed to be acting antisocially. In the event of removal from the screen, the customer(s) may be banned from entering the premises in the future and action may result in the police being contacted.

  1. Any Manager may refuse entry or ask any persons to leave the premises at any time and will be under no obligation to provide a reason to that person.

  1. There shall be no discrimination by us in the application of these terms. We will comply with all applicable laws that prohibit discrimination.

               Changes to performances

  1. We always try to ensure performances take place as advertised, but we reserve the right to cancel or alter the performance due to circumstances beyond our control. If this happens we will, at the Manager’s discretion, refund the ticket or offer a ticket for another performance.

  1. Although we attempt to provide accurate and correct information on the website and other promotional material, we assume no responsibility for the accuracy or completeness of any such material, including any such information that appear on any third party websites or material.

  1. These terms do not affect your statutory rights as a customer.

Coronavirus/Covid 19 information:

Genesis’ guidelines, restrictions and alterations made for the opening of the site on the 4th July in relation to the Coronavirus COVID-19 pandemic. It is based on advice from the WHO (World Health Organisation) and UK government, Department for Digital, Culture, Media and Sport, with input from the British Film Institute, the Screen Sector Task Force, the Independent Cinema Office and BECTU, and in consultation with Public Health England (PHE) and the Health and Safety Executive (HSE). It aims to keep workers, volunteers, contractors, customers and the general public safe during COVID-19. Its split into 3 section; staff and customers, social distancing and cleaning.

  1. Staff and customers:  

We will:

  1. encourage both workers, clients and customers who feel unwell (including individuals who have symptoms of COVID-19 as well as those who live in a household or are in a support bubble with someone who has symptoms and those who are advised to self-isolate as part of the Government’s test and trace programme) stay at home and not attend the premises.
  2. ask COVID-19 related screening questions, where appropriate and take actions based on their answers including:

– Have you had the recent onset of a new continuous cough?

– Do you have a high temperature?

– Have you noticed a loss of, or change in, normal sense of taste or smell?

  1. conduct temperature checks on staff and customers as they enter the venue and take steps accordingly.
  2. keep face to face interaction and activity time in close proximity to be as short as possible
  3. adjust how people move through the premises to reduce congestion and contact between customers through the use of queue management, signs and one-way flow.
  4. Assist the NHS test and trace system, by when possible, keeping a temporary record of your customers and visitors for 21 days.
  5. encourage the use of contactless payments, e tickets and online booking where possible.
  6. remind customers who are accompanied by children that they are responsible for supervising them at all times and should follow social distancing guidelines.
  7. ensure that steps are taken to avoid people needing to unduly raise their voices. This includes, but is not limited to, refraining from playing loud music.
  8. manage queues outside to ensure they do not cause risk to individuals.
  9. avoid – programming film content which is likely to encourage audience behaviours increasing transmission risk such as ‘sing-along’ screenings.
  10. schedule screenings in each auditorium to allow staff sufficient time to undertake necessary cleaning before the next audience arrives.
  11. limit seats for sale for each show and guaranteed unoccupied seats between guests
  12. Inform customers, clients and contractors of guidance, about visiting the premises prior to and at the point of arrival, including information on websites, on booking forms and in entrance ways.
  13. provide clear guidance on expected customer behaviours, social distancing and hygiene to people before arrival, provide written or spoken communication of the latest guidelines to both workers, clients and customers inside and outside the premises.
  14. use simple, clear messaging to explain guidelines using images and clear language, with consideration of groups for which English may not be their first language and those with protected characteristics such as visual impairments.
  15. make sure that the steps we take do not have an unjustifiable negative impact on some groups compared to others.
  16. informing customers that police and the local authorities have the powers to enforce requirements in relation to social distancing
  17. understand that in an emergency, for example, an accident, provision of first aid, fire or break-in, people do not have to comply with social distancing guidelines if it would be unsafe.
  18. consider the security implications of any changes made in response to COVID-19, as the threat of terrorism remains substantial. We will remain cognisant of threats, ensuring that security measures are proactively adapted to support and complement other changes, we will consider how to ensure the safety of those conducting searches while maintaining security standards.
  19. manage the risk of alcohol impairing social distancing through, where needed, additional controls on its purchase or consumption including refusal of service.
  20. provide cutlery and condiments only when food is served.
  21. clean non-disposable condiment containers after each use.
  22. dissuade customers from remaining at the bar after ordering and encourage staff to collect and return empty glasses to the bar.
  23. use back-to-back or side-to-side working whenever possible, if the nature of the work is such that maintaining social distancing will not usually be possible such as operating the wheelchair stair climber all parties should do everything they reasonably can to reduce risk.
  24. assign workstations to an individual as much as possible. If they need to be shared, they will be shared by the smallest possible number of people.
  25. assess if people doing work are especially vulnerable to COVID-19.
  26. engage with workers through existing communication routes to explain and agree any changes in working arrangements.
  27. develop communication and training materials for workers prior to returning to site, especially around new procedures for arrival at work.
  28. providing a regular safety briefing of on-site protocols with up to date information.
  29. encourage staff to walk or cycle to work.
  30. minimising how frequently equipment is shared between workers and find ways to remove direct contact.
  31. stagger break times to reduce pressure on the staff break rooms or places to eat and ensuring social distancing is maintained in staff break rooms.
  32. encourage workers to remain on-site for their breaks and to use of onsite outside areas for breaks.
  33. encourage staff not to wear their uniforms at home or to and from the workplace and to change uniforms on a daily basis and to wash immediately after use.
  34. using a defined process to help maintain social distancing during shift handovers.
  35. limit tasks so that staff remain at a consistent workstation where possible.
  36. stagger shift start times where possible.
  37. minimising how frequently equipment is shared between workers and find ways to remove direct contact.
  38. Consider various methods to reduce frequency of deliveries, for example by ordering larger quantities less often.
  39. where possible and safe, have single workers load or unload vehicles or meet delivery people.
  40. re-stock/replenish outside of busy times.
  41. reduce the need for unnecessary movement by discouraging non-essential trips within buildings and sites, by restricting access to some areas, encouraging use of radios or telephones, with these items being cleaned between users.
  42. allow kitchen access to as few people as possible and minimise interaction between kitchen staff and other workers.
  43. minimise access to staff only rooms such as stock rooms and projection rooms to that only required staff have access.
  44. avoid sharing pens and other objects where possible
  45. hold meetings outdoors or in well-ventilated areas
  46. ensure sufficient staff are available to support customers and ensure social distancing is being observed.
  47. evaluate so that only essential workers are on the premises while keeping in touch with off-site workers on their working arrangements including their welfare, mental and physical health and personal security.
  48. plan for the minimum number of people needed on site to operate safely and effectively.
  49. encourage customers to wear face coverings inline with government policy (i.e not for those who are except and not eating or drinking)

  1. Social Distancing:

We will:

  1. operate at a capacity based on the government guidance for social distancing
  2. utilise allocated seating systems to facilitate social distancing between household groups and other individuals.
  3. only open areas where social distancing can be actioned
  4. stagger arrival and finishing time of screenings to reduce the risk of congestion.
  5. review layouts and create processes to maintain social distancing between customers being served simultaneously.
  6. use floor tape and stickers to mark areas to help people comply with social distancing guidelines.
  7. use screens to create a physical barrier between workstations, where this is practical.
  8. reconfigure seating and tables to reduce face-to-face interactions.
  9. regularly monitor and were applicable adjust ventilation systems.
  10. maintaining good ventilation in the work environment, for example keeping windows or doors open, were applicable.
  11. reconfigure entertainment spaces to enable customers to be seated rather than standing
  12. amend the timing of screenings to manage customer flows around - and in and out of - the cinema.
  13. inform customers that by law they can only visit in groups of up to 6 people (unless they are visiting as a household or support bubble which is larger than 6).  

  1. limit the amount of tickets someone can purchase online to a maximum of 6

  1. Cleaning

We will

  1. increase the frequency of handwashing and surface cleaning, including deep cleaning and regular period cleaning of high contact area including, but not limited to; door handles, hand rails, ATMs, sign in devices, tills and pin pads.
  2. ensure good hand hygiene by providing handwashing faculties and make hand sanitiser available throughout the building including on entry to the building, the toilets and high traffic areas and use signs and posters to build awareness of good handwashing technique throughout the building including, but not limited to, the toilets and food preparation areas.
  3. keep the facilities well ventilated by, but not limited to, fixing doors open where appropriate.
  4. provided more waste facilities and conduct more frequent rubbish collection.
  5. set clear use and cleaning guidance for toilets, with increased frequent cleaning in line with usage. We will use normal cleaning products, paying attention to frequently hand touched surfaces and use disposable cloths or paper roll to clean all hard surfaces.
  6. put up a visible cleaning schedule in the toilets and keep it up to date and visible.
  7. frequently clean equipment and assigning it to an individual where possible.
  8. use disposable items where possible, and ensuring non-disposable items are frequently cleaned and assigned to an individual where possible.
  9. clear workspaces and removing waste and belongings from the work area at the end of a shift.

The government has advised that face covering be worn in certain areas of this building/establishment. These include the kiosk and screens but not if eating and drinking and not if you are exempt. As we do not know your personal circumstances and face coverings are not mandatory in the Café, Kitchen or Bar or whilst eating or drinking in our screens, we are trusting you to make the right choice for yourself regarding this latest directive and our staff will not be questioning your choice. 

All the information is correct at the time of publishing (14/09/20) and is subject to change.

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