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FAQ

About film certificates and admission policies

What do all the film certificates mean?

“U” – Universal; suitable for all.

“PG” – Parental Guidance

General viewing, but some scenes may be unsuitable for young children.

“12A” – 12 Accompanied.

No one younger than 12 may see a “12A” film in a cinema unless accompanied by an adult, and “12A” films are not recommended for a child
below 12. An Adult may take a younger child if, in their judgement, the film is suitable for that particular child. In such circumstances, responsibility for allowing a child under 12 to view lies with the accompanying adult.

“15” – No one younger than 15 may see a ‘15’ film in a cinema.

“18” – No one younger than 18 may see a ‘18’ film in a cinema.

Do I require ID to purchase a cinema ticket?

In some cases, yes. ID may be required for 12A, 15 & 18 certificate films. For proof of age we accept Young Scot cards, photocard driving licenses and cards issued by http://www.validateuk.co.uk/ Student ID is required when purchasing student tickets. In the event of a dispute, the cinema manager’s decision is final.

I’m only 15, do I have to pay adult price?

We have a “teen” rate for our customers aged 15, 16 & 17. So you no longer have to pay full adult price at 15. Child price is charged for children aged 3 to 14 inclusive and full adult price is payable from age 18 up.

Why can’t I take my 13 year old son into a 15 rated film even if he is accompanied by me?

It is a condition of our licence that no one under the age of 15 may be admitted to a 15 certificate film. Sorry.

About film programming

What does the term ‘Free List Suspended’ (FLS) mean?

The film distributors do not allow us to issue free tickets to any film within the first two weeks of release. These films are indicated on all our advertising as (FLS). Free passes can not be used against these films. Occasionally there are films where the distributor has requested we suspend the free list for longer than two weeks, although this is now uncommon.

How can I find out what a film is about?

There are loads of details on all the films we are currently showing and coming soon on this very web site!

Why can’t I find out what times the films will be showing at the Pavilion next month?

Most cinemas in the UK work a Friday to Thursday week. Each Monday the entire industry sits down, has a coffee, maybe a donut or two, and decides the full programme of films and times for the following week. Sounds easy, doesn’t it? Really, it’s not. Deciding what films to show and when to show them involves taking into account dozens of variables including but not restricted to: the availability of films, a films certificate and running time, what demands the distributor is making and what we feel is the best time to show a film, how many shows to run, whether to show in 3D or 2D, which screen to show the film in, and then we need to throw into the mix all the films which are ‘holding over’ from the previous week. Sometimes we have 12 slots and 15 films to slot into them. Believe us, it’s not easy!

We endeavour to have that information on our web site and available to our telephone call handlers by 6pm each Monday. Sometimes little things like Bank Holidays get in the way of that and it can run to Tuesday before the programme is confirmed, but this is not often.

Why are some films released in the rest of the country but are not showing at the Pavilion?

There are currently about 700 full-time cinema’s in the UK, with about 4000 screens. Some “limited release” films are released on very small “print runs” of perhaps fifty or a hundred prints. On the other hand some “blockbuster” films are released on over 500 prints. Providing a print run is over 250 to 300, we are usually able to secure a print on release. But this is determined on a film-by-film basis and is not guaranteed.

Why do some of the official studio websites advertise a different or an earlier release date for some of the films on pavilioncinema.co.uk?

These dates may relate to release dates in other world “territories” such as the United States.

About digital and 3D cinema

Do you show films in Digital format?

We do! All four screens at the Pavilion feature digital picture and sound, giving you the best possible cinema experience.

Do you show films in 3D?

We do! The films which are showing in 3D are clearly shown on cinema listings

Do we get to keep the 3D glasses like at other cinemas?

No, sorry. Our 3D system works differently than most other cinemas. Our glasses are quite technical and include two lcd screens, a battery and some fancy electronics to synchronise the glasses to the cinema screen – and cost us about £50 each! So, these glasses must be returned at the end of each screening.

Can I bring my own 3D glasses?

No, sorry, they probably won’t work with our 3D system.

Do you clean your 3D glasses?

Yes, very much so. After every wear each pair of glasses is cleaned and sanitised in a disinfectant solution.

About disabled access

Do you have any facilities for the hard of hearing??

Yes, in cinema 1, we have a Williams Sound infra red based hearing assistance system. There are two options; one is simply a pair of headphones which amplify the speech channel in the film, and one is a personal induction loop system for use with hearing aids.

Do you show subtitled or audio described performances?

We currently show one subtitled film per week. This film is shown on our home page showtimes grid as “Subtitled”. We are reviewing our policy of audio described screenings and hope to have more news soon.

Are all your screens wheelchair accessible??

Yes.

About web bookings

Can I book by telephone?

No, sorry, advance bookings can only be made online on this web site or in person at the box office.

Is it safe to use your website for online booking?

Yes. All data passed between your browser, our server and our card processing partner is secure and encrypted.

Is my personal information kept private and secure?

Yes. Any data we hold is in accordance with the current UK data protection laws. For more details on this, please see our Privacy Policy.

Why is there a booking fee?

Web bookings attract a 50p per ticket booking fee. The booking fee helps us off-set the cost of running (and keeping updated) a computerised booking system and the cost of credit/debit card charges.

Can I make an online booking with Cash, Vouchers or Complimentary passes?

No, sorry, web bookings can only be made by credit or debit card.

Can I cancel a booking?

No, sorry. All web transactions are final. If you are unable to make the film you have booked for, at the managers discretion we may offer to transfer your booking to another film or performance – but only up to the furthest away date that is currently programmed into our system.

Does the cardholder need to be present when I’m collecting my tickets?

No, when you make a web booking we will email you a ‘Booking Confirmation’. To collect your tickets, simply show this booking confirmation to box office staff either as a print out or on your mobile phone.

I’m trying to book a ticket but there are no shows on the date that I chose, why is this?

We try to offer as varied a programme of films as possible, within the constraints of only 4 screens (bear in mind there are on average over 10 films released per week!) Sometimes this means your chosen film may not be showing on the exact day you wish to see it. Our full programme can be seen on our home page.

Where can I collect my tickets from?

All web bookings can be collected from the box office during our normal opening hours. Our box office normally opens 20 minutes before the first film each day. During school term time, we close the box office on Mondays – Thursdays – in these cases tickets can be collected upstairs.

How do I know if my booking is confirmed?

At the end of the booking process you will see a screen confirming your booking, and you will also receive an email confirming your booking. Please bring that email to the cinema to collect your tickets, either as a print out or on your mobile phone.

Can I book my tickets now for any of the Movies that are in the Coming Soon Pages?

Normally tickets go on sale the Monday (about 6pm) before a film opens on a Friday. This can change with advance screenings etc., and with Wednesday/Monday/Thursday sometimes Saturday openings of films! So, we aim to have tickets on sale from 6pm on the Monday before the film opens during the following Friday to Thursday week.

Can I request a ticket cancellation by e-mail?

No, sorry. Web bookings are final and can not be cancelled. If you are unable to make the film you have booked for, at the managers discretion we may offer to transfer your booking to another film or performance – but only up to the furthest away date that is currently programmed into our system.

I think my credit card might have been overcharged. What do I do?

Please call us on 01896 752767 and ask for a manager, we’ll do everything we can to resolve the situation as soon as possible.

If I have booked two tickets am I guaranteed my two seats?

Yes. But as we operate a “first come, first served” choice on seating, please don’t turn up at 1 minute before the start time for the opening night of the new James Bond film and expect to find two seats in the middle of the cinema hall. The earlier you’re here, the better choice of seats you will have!

General Questions

Do you cater for or organize kids parties?

No sorry. If you have a group coming for a birthday or other celebration, we can arrange a ticket/sweets package, and ‘rope off’ a section of the cinema hall so you can all sit together. Call us on 01896 752767 to discuss.

Can I hire one of your cinema screens?

Please call a cinema manager on 01896752767 to discuss how we can help you with your specific requirement.

Do you supply free tickets to charities / fundraising events?

If we’re asked nicely! As a local cinema, we are happy to support our local community and charities and fundraising events etc. with a couple of free tickets for you to raffle etc. Please send a letter stating what your event is, who is organising it, what day the event is being held on and the location of the event to; Neil Poole, Pavilion Cinema, Market Street, Galashiels. TD1 3AF. Please allow 14 days to process your request and get your tickets out to you. Please note the issue of tickets is at our discretion, they are limited in number and is not guaranteed.

Who can I contact about advertising within your cinema?

We have a few advertising opportunities in the cinema. On the screen, on the back of our tickets being the most notable. In the first instance, please contact a manager on 01896 752767 to discuss.

Do you have information on employment opportunities?

Our “Staff Required” page on our web site has all the details on any current vacancies.

Do you sell a Monthly/Annual Movie Pass?

Is it possible to buy a Gift Card?

It is! We sell reloadable gift cards with an initial minimum ‘load’ of £15 although you can put any amount over this on. Gift cards can be bought in person at the box office or call us on 01896 752767 to purchase by phone. Telephone orders attract a £2 post/packaging/handling fee for UK mainland orders. Telephone orders are usually posted the same day or next business day to your nominated address, and this does NOT have to be the address of the person placing the order.

What do you do with all the posters and standees when you are finished with them?

The posters are usually archived and the standees are usually sent for recycling.

Can I bring in my own food?

Whilst we don’t stop you, we really prefer you not to. We offer a range of confectionery products at reasonable prices within the industry – bear in mind we are NOT a Multi-national multiplex! – and we really prefer you purchase our products rather than bringing in your own. Imagine taking a Burger King into a McDonalds – McDonalds wouldn’t be too keen! Clearly, any foodstuffs which are required for dietary/health purposes are perfectly acceptable.

Hot food can NOT be brought into the pavilion under any circumstances.

Is your seating allocated?

For our cinema customers we prefer to offer a “first come, first served” choice of where to sit in the cinema hall. The majority of our Pavilion*Arts programme is allocated seating.

Can I bring a baby into a film? Do I have to pay for them? Are unaccompanied children admitted to the Cinema?

Babies who are not yet walking may be brought into the cinema free of charge (but please remember they are not allocated a seat). Out of consideration of the other customers, we would ask that any baby who is causing a disturbance is removed from the cinema hall. Once a child is walking we expect you to pay our “Under 3” rate. From age 3 to 14 inclusive children are charged at “Child” rate.

Unaccompanied children are welcome – providing they possess the social skills required to behave appropriately.

Can I smoke an e-cigarette in the cinema?

Smoking an e-cigarette is not permitted in anywhere in the cinema.

I have a question not covered in this list.

No problem. Give us a call on 01896752767 or contact us here

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