COVID-19 frequently asked questions

COVID-19 frequently asked questions

We ask that you are mindful of visitors and staff who might not yet feel comfortable with the relaxing of restrictions.

Staff

Our staff have been trained to ensure your health & safety throughout your visit. They will direct you to hand sanitising stations and have been recommended to wear masks/face-shields. If you feel overwhelmed during your visit, our staff are here to help.

Face coverings

We kindly request that face coverings are worn at all times during your visit, unless you are exempt. Children under 11 years old are exempt.

Testing

If you can, we ask that you take a lateral flow test before coming to the theatre.

Feeling unwell?

If you are feeling unwell, or in the event of a positive COVID result, please do not attend the theatre.

Cleaning and sanitising

There will be hand sanitising stations upon entry into the theatre and throughout public areas. Additional enhanced cleaning protocols have been put in place throughout the theatre.

Attending & leaving the venue

Please allow plenty of time to arrive, this will ensure smooth entry into the theatre and will avoid queues. If you have:

– Tickets for the stalls & dress circle, please enter via the main entrance – you will be directed by a staff member to the appropriate doors.

– Tickets for the upper circle & gallery, please enter via the side entrances on Wilton Way opposite Hackney Town Hall.

Cashless

Hackney Empire is now a cashless venue – this means we will no longer be accepting cash payments; bar transactions, merchandise and ice cream purchases will have to be paid for using card payments from now on (please note that we do not accept American Express). Our ticketing will be distributed via e-ticketing which you may print out, or present to a staff member on your mobile device.

Covid-19 Ticketing Policy

If you have COVID-19 symptoms, have been told to self-isolate or have tested positive for COVID-19, please do not come to Hackney Empire.

Please contact the Box Office as soon as possible and we will exchange your ticket for another performance where possible.

Where exchanges are not possible (e.g., for one-night events), please let the Box Office know at least 48 hours in advance and we will try to resell your tickets if we can (at the discretion of Hackney Empire or the third-party promoter responsible for the event). We cannot guarantee that we will be able to resell your tickets and refunds will only be given where we have been successful in reselling.

If we have to cancel a performance, we will be able to offer a full refund or an exchange/credit voucher, as chosen. If the advice from Public Health England changes, we will review and amend this policy as needed.