The Indoor Winter Cinema FAQs

Tickets for all our screenings can be booked via our website www.thelunacinema.com 

Simply choose your venue and the movie you wish to see, choose the number of tickets you want, and follow through with the payment. Once you’ve completed your purchase, you will get an order confirmation email sent to your inbox. And just like that, you’ve secured your festive experience! 

Your ticket includes access to our screening with seating; each venue has different seating arrangements, and you can choose which option you prefer where applicable. We recommend that you refer to the relevant venue page to see what is on offer. 

Guests with access needs are entitled to one free pass for their Personal Support worker/carer. Please note that the Guest requiring assistance will need to purchase a valid ticket for the screening of their choice, they can then apply for the free Carer pass by contacting customer support HERE with proof of purchase and disability. Examples of proof that we accept include:

If you have booked through The Luna Cinema website, you will receive an order confirmation email from orders@thelunacinema.com. Please have the barcodes (found in the PDF attached to your email) ready upon arrival so that they can be scanned. 

We recommend checking your junk/spam folder if you can’t find the order confirmation in your inbox. If you still can’t locate your tickets, simply log into your online account where you can resend the tickets directly to your inbox.  
 
If you’re still unable to locate your tickets, please contact customer support. Our customer support is open Monday to Friday, 9.30-5.30 pm so we recommend checking for your tickets with plenty of time ahead. 

We love to see children experiencing the joy of cinema. Children attending our screenings aged 3 to 15 will need a ticket. Children under the age of 3 do not require a ticket. 

Life is unpredictable, and we understand that things can get in the way. That being said, all tickets are non-refundable unless the event is cancelled. However, if we can move you to an alternate screening that better suits your plans, we’re happy to do so, subject to availability. If an event is cancelled, you will be notified via email or SMS. Please visit our T&Cs for more information.

Whether it’s season on sales, giveaways, special announcements or more, Luna always has something going on. Be the first to find out by signing up to our mailing list. You are always able to unsubscribe at any time. Sign up HERE. 

If you need to get in touch with the customer support team, you can contact us here.

Please note we also sell tickets through other ticketing partners, so if you have bought a ticket on a different platform, please contact the ticket issuer with your question directly (you will be able to see this on your ticket confirmation). 

Doors will open 45 minutes before the scheduled start. Please check your ticket to confirm the doors open time for your screening.  

For your own and everyones’ safety, security checks and bag searches will be conducted as you enter the event site so allow additional time for this.

Yes, we have toilets and accessible toilets on site. Do ask an on-site member of staff to direct you to the facilities. 

Yes, all our sites have wheelchair access. To best accommodate you, please let us know if you require any additional support and our on-site staff members will be more than happy to help. You can contact us in advance if you will need any additional support here

Yes, we have snacks and drinks available at our screenings. Each venue has different arrangements, so we recommend that you refer to the relevant venue page to see what is on offer.  

IMPORTANT NOTE: At Kensington Palace and Liverpool Town Hall, outside food is not permitted. However, at Factory Works, Battersea Arts Centre, and St Saviourgate York, you’re welcome to bring your own food, except for hot items.

You’re always welcome to bring your own snacks. However, we ask that you leave any glass bottles and sharp cutlery at home.  

We also ask that guests do not bring pre-purchased alcohol to the site. Luna are not able to take responsibility for any items left with us. 

IMPORTANT NOTE: At Kensington Palace and Liverpool Town Hall, outside food is not permitted. However, at Factory Works, Battersea Arts Centre, and St Saviourgate York, you’re welcome to bring your own snacks, but we ask that you refrain from bringing any hot items.

Yes, we love to see children enjoy the magic of cinema. During our Winter season we have screenings at different times each day. Our morning and afternoon screenings are perfect for younger audiences.  

Please be aware that they must adhere to the film’s certification and our stewards will check to make sure that all audience members are the suitable age to see the film.

During our Winter season, you do not need to bring your own seating. However, at St. Saviourgate, pews are the only available seating. Feel free to bring a cushion to make your experience more comfortable.

We know it can be tough to leave those cute furry faces behind, but unless they are registered assistance dogs, they’ll have to sit this one out.

For your own and everyone’s safety, security checks and bag searches will be conducted as you enter the event. To prevent any issues, the following are not allowed: 

• Any controlled substances (illegal drugs and NPS) 
• Fireworks, laser pens, laser equipment 
• Animals (except assistance dogs) 
• Alcohol – St. Saviourgate do not allow any alcohol to be consumed within the Grand Hall. 
• Glass bottles and containers 

• Anything sharp – such as knives 
• Recording equipment 
• Sponsorship, promotional or marketing material for any other business, event or activity 
• Paint, paint powder, glue 
• Your own seating 

You will be asked to either take these back to your car or to dispose of them.  

Where we show foreign language films, we will always display subtitles in English.  

For hearing-impaired customers, we recommend the use of a great little app called ‘Subtitle Viewer’ where you can search for the film and play the subtitles as the film plays on the big screen. 

Filming and photography may be in progress at Luna screenings. By entering the event you consent to being filmed or photographed. All official photographers and film crew will have identification.   

If you wish to smoke or vape, please speak to one of our on-site team who will allow you to leave the site and readmit you when you are finished. Please dispose of your rubbish responsibly.