RESCHEDULES, CANCELLATIONS AND OTHER EVENTS AFFECTED BY COVID FAQs

Due to COVID-19, most events in our 2020 programme and some of our 2021 programme were unable, or are still unable to going ahead. If you had or still have tickets for an event with us, and aren't sure what's happening, here's some frequently asked questions which may help.

Got a question that's not below? Email us at hello@castindoncaster.com or call us on 01302 303 959, 10am-2pm Monday to Friday.

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

As soon as an event has been cancelled, postponed or rescheduled we've been letting everyone who's booked on for that event know, either by email or phonecall. We'll let you know full instructions of what you need to do. All of the events that we currently have on sale and we are planning to go ahead with are available to view on our What's On page. Can't see an event you've got tickets for listed here? You should have had an email from us about that, but if you haven't, please contact us at hello@castindoncaster.com or call 01302 303 959.

I'm happy to put the value of my tickets towards a show in the future, what do I do?

First of all, thank you, we really appreciate that! You don't need to do anything - if a show has been cancelled or postponed, we're automatically crediting customers accounts. You can access your account credit by logging into your online account.

What does credit mean?

Credit is where we put the value of your tickets back on your Cast booking account to use towards a future show. It's quite similar to having a gift card... without the gift... or the card. You won't see it in your basket when you log in, but it will come up as a payment option at the end if you start buying new tickets. 

My show is rescheduled, what should I do?

If you have tickets booked for a show with a confirmed rescheduled date, all customers tickets will be transferred over to the new date, in the same seats that they previously booked. We will send you an email, or if we don't have an email address for you, we will give you a call to let you know of the new date.

What if I can't make the rescheduled date?

That's not a problem, please let us know by emailing hello@castindoncaster.com with the name of the show and your original booking reference number. If you can't make it we will credit your booking account.

What if I want a refund?

You can request a refund for shows that are cancelled or if you cannot attend the rescheduled date by emailing refunds@castindoncaster.com. please include the name, booking reference and address under which you made the booking. Please bear with us, it may take us up to 30 days to process your refund.

What do I do with my original tickets?

Please destroy any tickets already collected for the original date as they will not be valid for the rescheduled performance. Don't worry, we have a record of all the tickets bought. If you are able to make the new date, you do not need to take any further action and your tickets will be available to collect at your convenience once our Box Office is reopen.

 

The performance date for the booking has been changed but I haven't recieved new tickets yet. Why not?

Our Box Office is currently closed and so we aren't able to post out tickets, or allow you to pop in and collect them. Don't worry, we'll let you know when we reopen. Due to Covid, it may be that when we reopen we do ticketless entry - if this is the case we'll let you know what this means for you and your visit.

I'm worried about what it'll be like to return to Cast to watch an event. What safety prodecures have you put in place?

We totally understand that you're concerned, and we want to reassure you. We've put together this handy page all about Covid Safety at Cast.