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FAQ’s – The Courtyard During Coronavirus

23rd April 2020

FAQs

Understandably, we have been receiving lots of enquiries about the status of shows and events, as well as some more general questions. So we have put together some frequently asked questions surrounding the coronavirus lockdown situation to hopefully makes things easier. Please take a look through these before contacting us directly.

The Courtyard have currently furloughed 95% of staff to protect the future of the organisation and the workforce, so do bear with us as very few staff work remotely to keep us connected.

If an event you had booked on to has been affected by the Coronavirus implications, please take a moment to read these frequently asked questions before contacting us.

Currently we have cancelled or postponed all events until 31 October 2020.

See the full list of cancelled/postponed events here.

When will the theatre reopen?

Currently, government guidelines indicate that indoor performances can happen, but with social distancing. This is not viable financially for us or the touring shows. It is for this reason, that it is likely we will not have any touring productions until social distancing is no longer a requirement – when that will be we don’t know. That being said, we may be able to create our own work that we could make financially viable with social distancing/live streaming. Follow this page or our Social Media for the latest updates.

Will you be opening your Cinema, Gallery and Café Bar soon?

Whilst we have been closed, we have been busy working on Transform The Yard – an expansion of The Courtyard. The development works, and the fact that to survive, we need to take full advantage of the furlough scheme, we will not be reopening until all of the building work has been completed and we can welcome back staff. We’re hoping this will be December, but exact dates are to be announced.

What is happening with Pantomime?

Currently, we are investigating ways in which we can continue with our pantomime. We have been forecasting, budgeting, analysing and surveying to help make an informed decision. The outcome will be announced shortly.

If you have already booked tickets for pantomime and it doesn’t go ahead, we will reallocate your tickets to next year.

The event I was booked on to has been cancelled, what do I do?

We are getting in touch with affected customers via email, giving them the option to donate the cost of their tickets back to us, a full refund, credit to their Courtyard account or move the booking to a rescheduled date (if applicable.) All emails for events until the date mentioned above have now been sent out. Please double check your inbox and spam folders if you have been affected by searching for ‘The Courtyard’.

Am I entitled to a refund?

Everyone who has booked for a cancelled or postponed show will be contacted via email and offered their choice of donating the cost of tickets back, a full refund or credit to their Courtyard account (which can be spent on any future show of your choice at The Courtyard). If the show has been rescheduled there will also be an option to keep tickets for the new date.

Our terms & conditions state that customers are entitled to a refund upon cancellation, however they also state that we are not liable for events outside of our control (including pandemics – section 9.) That being said, we know this is a difficult time for everyone, so we will continue to offer our customers the option of receiving a full refund.

After facing some delays with our ability to process refunds remotely, we are now working through refunds in request order. If you request a refund going forward, please bear in mind that there could be delays in this getting to you – we are cautioning up to 90days. This is a combination of working through a back log with very few staff, and delays with card providers who are struggling with increased demand. We’re sorry for the inconvenience this may cause, but sadly circumstances dictate that our Box Office cannot fully function at this time, we hope you understand that it is an exceptional circumstance and entirely out of our control.

I want a refund and paid in cash, or my card has expired, how do I get a refund?

If you paid in cash, or if your bank card has changed since you purchased your tickets, we will notice when we go to refund you and get in touch with you. If you didn’t leave any contact details, you can email boxoffice@courtyard.org.uk and our team will respond as soon as possible.

Alternatively, you could choose to accept the refund as a credit to your Courtyard Account to spend in the future or donate the cost back to The Courtyard charity.

I haven’t heard from you yet?

We have now sent emails to everyone affected, who we have an email address for. Please search your inbox and spam folders for The Courtyard Hereford. If you still can’t see your email it might be that we had an incorrect email for you, or didn’t have one at all.
In that case please contact us at boxoffice@courtyard.org.uk and provide the following details:
Full name and address
Event/s booked for
Whether you’d like to:
1) Donate the cost of your tickets
2) Partially donate £XX / Credit the rest
3) Partially donate £XX / Refund the rest (please note advice for refunds)
4) Full Credit
5) Full refund to original payment (please note advice for refunds)

I haven’t received my refund yet?

Initially, we were unable to securely process refunds remotely. We have worked through the issues and are now working through a back log of refunds in order of the date the refund was requested. Thank you for your patience.

I want to speak to someone, who can I call?

The Courtyard is now completely closed to public and staff – we only have a very small number of staff now working off-site. This means we are not able to make or accept phone calls at present. Alternatively, if it is urgent, you can email us at boxoffice@courtyard.org.uk – please only email if really necessary as we are receiving a very high number of emails.

I didn’t have tickets, but I’d like to support, what can I do?

This is great to hear, thank you for looking to support. There are a number of things people can do to support us during this difficult time.

• Buy Gift Vouchers to treat yourself when we reopen
Support as a Friend or Patron – you’ll enjoy some great benefits when we reopen and we’ve currently extended them from 12months to 15months.
• Buy tickets for this year’s pantomime, Jack & The Beanstalk, which will also give you something to look forward to!
• Make a donation – any gift, of any size, will make a difference and is greatly appreciated

We realise not everyone is in a financial position to support at this time, therefore you could also show your support by following us on social media and sharing our posts, inviting your friends to like The Courtyard Facebook page; leaving us a Google or Trip Advisor review, signing up to our mailing list and promising to visit when we’re back open!

I didn’t leave an email address, what shall I do?

If you know you didn’t provide us with your email address when booking, and you have a booking for an event in the date range mention in the first paragraph, please contact us at boxoffice@courtyard.org.uk and provide the following details:
Full name and address
Event/s booked for
Whether you’d like to:
1) Donate the cost of your tickets
2) Partially donate £XX / Credit the rest
3) Partially donate £XX / Refund the rest (please note advice for refunds)
4) Full Credit
5) Full refund to original payment (please note advice for refunds)

I don’t use email, what shall I do?

Unfortunately, at this time email is our only viable method of communication. Once we are back in the building and fully staffed, we will be prioritising getting in touch with customers who we couldn’t email.

Alternatively if you know anyone who has email and is willing to get in touch with us on your behalf, please ask them to contact us at boxoffice@courtyard.org.uk and provide the following details:
Full name and address for person who booked
Event/s booked for
Whether you’d like to:
1) Donate the cost of your tickets
2) Partially donate £XX / Credit the rest
3) Partially donate £XX / Refund the rest (please note advice for refunds)
4) Full Credit
5) Full refund to original payment (please note advice for refunds)

Some members of my party want a refund, some want to donate and some want credit, what can I do?

In this circumstance, please get in touch with us at boxoffice@courtyard.org.uk and give us as much detail as you can about your order, including bookers name, postcode and name of the event booked for. We’ll then be able to split your refund up as you wish. Please note that credit can only sit on the original bookers Courtyard account.

How will I know if my event has been cancelled or rescheduled?

Firstly, check the date in the first paragraph that we have cancelled up to. If your booked event is in that date period, you should have received an email. If not please refer to the question “I haven’t heard from you yet?”

See the full list of cancelled/postponed events here.

Some events are cancelling beyond the date we are working to, usually for logistical reasons and because they won’t have time to prepare the show. In this case, we may not have got in touch with those customers yet, but we will so please bear with us. If you see the event you’ve booked for on the website labelled as cancelled or rescheduled, and it was supposed to happen beyond the date in the first paragraph, rest assured we will be in touch via email. If you don’t have email, please refer to previous question/answers.

How will I know if my booking has been moved over to the rescheduled date?

All bookings for shows that have been rescheduled, will be automatically transferred to the new date. Keep your original tickets if you have them, they will still be valid. We would have still been in contact with you by email to confirm, if we didn’t hear otherwise your tickets will be on the new date.

I can’t make the new rescheduled date for the show I was booked on to?

If you cannot make the new date, don’t worry – you will still have the option for donation, credit or refund.

If the event was over multiple dates/times we have reallocated the tickets on a like-for-like basis. If you can’t make your new allocated date, but you could make another one, (details of which will be in your email) you can get in touch with us at boxoffice@courtyard.org.uk. Please send bookers full name, postcode and name of event. Please note that it is unlikely we will be able give you the same seats in this circumstance – you will be offered the best available.

I asked for credit, what can I do with that?

Your credit will be available on your Courtyard account for two years. In this time you can use it as payment towards tickets to Shows, Films, Live Screenings or Memberships. (It cannot be used to purchase food or drink at the Café Bar, artwork, jewellery, greeting cards or parking).

I’m a member, how does this affect me?

If you are any level of Friend or Patron of The Courtyard, obviously, some of your membership benefits will not be redeemable at this time. Hopefully you won’t hold that against us, but we have extended the length of memberships renewed during this period by 3months and grace periods of existing memberships have also been extended to 3months so you can enjoy your benefits for longer. We really appreciate your support!

What is happening with Transform The Yard, The Courtyard’s expansion development?

As some of you will know, The Courtyard was going to be undergoing an expansion this Summer, called Transform The Yard. In this very uncertain time, the building work will still go ahead. Our contractors, CJ Bayliss, are operating within the government’s strict guidelines for COVID-19 Social Distancing. There may be some implications in terms of suppliers, but overall the risk of continuing is minimal. We thought long and hard about how to proceed, but we are assured by contractors that every precaution will be taken. This development was paramount to our survival before, let alone now. If we were to push the development to next year, not only would it have implications for the contractors and architects, but also for us having to operate at a reduced capacity next year – which would be absolutely devastating after this crisis.

What is happening with the Grand Draw?

The Courtyard’s Friends & Patrons will have received grand draw tickets with the May-Aug Live Guide, which was sent out before Coronavirus hit the UK.

The draw date was supposed to be May, however this has now been postponed and will be drawn on Friday 27 November 2020. All entries will be rolled over to this date. Thank you for your patience and understanding.