Cowley Road, Oxford • 01865 245288 • info@uppcinema.com

FAQ

We know that many of you film-lovers can’t wait to get back to the cinema! We also know that many of you want to know what we’re doing to make the big-screen experience as safe as possible. Here’s what you need to know…

Buying Tickets

Online booking and allocated seating
With a much-reduced capacity, we strongly recommend booking ahead for all our screenings.

When booking online, you’ll notice that we now have allocated seating. Choosing a seat allows our box office system to automatically block out one seat on either side of your booking party. We have currently blocked out every other row to allow social distancing. From Friday 13th August, we will increase our capacity from 25% to 50% while continuing to block out one seat on either side of your booking. Your seat number will be detailed on your booking confirmation email, and if you struggle to find your seat please ask a member of staff to assist you.

Attending as a group
If you are attending a screening as a group, please book your seats in a single transaction, this will ensure that you can sit together and that we can sell all of the tickets available at our reduced capacity venue (our automated box office system means that if everyone booked separately our capacity would be reduced by a third). 

I booked online, but can no longer attend the screening. Can I get a refund?
If you give us more than 24hrs notice, we are more than happy to transfer your tickets to a future screening of your choice (within 30 days of your original booking).

But I’ve been told to self-isolate / am displaying symptoms of COVID-19. Can I let you know later than that?
Absolutely, even up to 30 mins before the start time of the film. Do not come to the cinema if you are displaying any symptoms (a high temperature, new and persistent cough, or a loss of/change in sense of taste or smell), even if these symptoms are mild. If you, or anyone you live with, have one or more of these symptoms you should not attend and should follow the guidance on testing and self-isolation.

I’ve booked online but I haven’t received a booking confirmation
Please have a look in your spam/junk folder as sometimes confirmation emails can end up there. If you still can’t find it, please send us an email with your name, the film, the date, and the time so we can investigate for you.

How close to the advertised start time does the film actually start?
We don’t show adverts, just a couple of trailers, and the film itself starts very close to the advertised time. So don’t be late!

At the Cinema

Social distancing
Please observe social distancing when queuing at the box office and when moving around our auditorium. If you are queuing for the bar, please use the floor markings to allow ample space between customers.

Our bathrooms are also operating on a one-in-one-out basis. We have put a lock on the entrance to each bathroom (the very first door you go through) to ensure only one person at a time can enter. If the door is locked, please wait using the floor markings to adhere to social distance guidelines.

Safety screens
We have installed perspex screens at the box office and the bar to help reduce contact between staff and customers.

Face coverings
Whilst face coverings are no longer required by law, the government expects and recommends that people should continue to wear them in crowded and enclosed settings, to protect themselves and others. As such, we will continue to require everyone to wear a face-covering while in the cinema and moving around the building so that everyone can feel safe and protected whilst at The UPP. You are able to remove this to consume food and drink. If you forget yours we will be happy to supply you with one.

We ask everyone to be mindful that some people are unable to wear a face covering, and the reasons for that might not be immediately apparent.

Hygiene
We have installed hand sanitiser stations at the entrance, please use this as you enter the building. There are additional hand sanitiser stations at the bar, and at the front of the auditorium. We have also removed all self-service elements at our bar (milk, sugar, etc.)

Once the screening has ended, please remember to take any litter with you or to use the bins provided.

Contactless payment
We encourage all customers to use contactless payment at the box office and at our bar.

Can I bring in my own food and drink?
We’d prefer that you use our bar, but we don’t police this. However, we do not allow hot food in the cinema out of respect to your fellow audience members.

What about popcorn?
We don’t sell popcorn and ask you not to bring it to the cinema. It is noisy, smelly, and leaves the cinema in a right old mess! The turnaround between films is very quick and there isn’t enough time to vacuum before our next customers arrive.

Increased cleaning
We have increased the frequency of cleaning throughout the cinema including an enhanced cleaning regime of the auditorium, box office, bar area, and toilets before and after every screening.

Staff training
All our staff have completed COVID-awareness health and safety training. If you have any questions about our new rules during your visit, please speak to a member of staff.

Accessibility

Do you have disabled access?
Yes. The auditorium and box office is on street level. Book tickets as normal through the website and then email us on .(JavaScript must be enabled to view this email address) to let us know that you require a wheelchair space and if you need to reserve a seat for a personal assistant.

Do you have toilets with disabled access?
The toilets in our listed building are below the screen down a few steps. We have a key to the wheelchair friendly toilet at the church across the road. If you would like to use these facilities, please approach a staff member who will happily show you the way.

Special Screenings

Do you show films with hard-of-hearing subtitles?
Whenever possible our early evening film on Tuesday will be the week’s main feature screening with subtitles.

Do you do Baby Club screenings?
Every other Thursday our lunchtime screenings (12.30pm) are exclusively for parents (and their friends) with babies under the age of one. No baby in the party, no entry! There is very limited space in the auditorium for large buggies, so if you have collapsable pushchairs or a baby carrier we would be very grateful if you bought these instead.

More information about our COVID-19 policy

Why is the UPP continuing to encourage face-coverings and social distancing?

Although most legal restrictions will be lifted as the country moves into Stage 4, COVID-19 has not gone away and everybody needs to act carefully and remains cautious because even though many people have been vaccinated, it is still possible to catch and spread COVID-19, even if you are fully vaccinated, and we are still in the third wave of this pandemic in the UK.

Whilst face coverings are no longer required by law, the government expects and recommends that people should continue to wear them in crowded and enclosed settings, to protect themselves and others. We are also mindful of the fact that a sizeable number of our staff, volunteers, and indeed audience members are not yet fully vaccinated we see this as an important step to protecting everyone coming to the cinema and reassuring everyone that the cinema is a safe environment.

Wearing a face covering protects other people, and is a key way to ensure staff and volunteers stay healthy and don’t need to isolate - which, for a small business like us would present a real challenge.