House Rules / Policies

In keeping with the theatre tradition – the show goes on if the artist/company is able to perform.

Galeri cannot make or suggest if it is safe or not to travel – that has to be the choice of the individual. In the event of adverse weather, please allow plenty of extra time and consider the road conditions and parking. It is not possible to refund individuals who feel they can’t personally make the journey. However, if we have a run of events/screenings - we do offer flexibility in either exchanging your tickets. This can be arranged directly with the Box Office on 01286 685 222.

In the extreme case of having to postpone/re-schedule any shows, Galeri will inform customers directly (provided we have contact details) and through the website and social media channels.

We try to highlight in our publications if an event has a suggested age guide due to language / sexual references etc. This information can be found in our season brochure and/or this website.

Film screenings are certified by the BBFC. Further information about BBFC classifications can be found here

Certificate & Definition


Suitable for all ages


Suitable for general viewing, but some scenes may be unsuitable for young children


Suitable for ages 12+. Younger children can attend with a parent/adult (aged 18+)


Suitable for ages 15+ only


Suitable for ages 18+ only





We will not accept abusive or threatening behaviour towards staff or customers.

We do not charge for purchasing tickets from the box office.

A £1 fee is charged on all orders made online and over the telephone – and tickets can be posted for an extra £1.

Management reserve the right to cancel or change (time/dates) from previously advertised events. Occasionally changes to artists/performers might take place due to illness – unfortunately, we will not be able to offer refunds on this basis.

Should you be unsatisfied with any aspect of your visit, we urge you to let us know. In order for us to be able to get to the bottom of your complaint, we would be grateful to know as soon as possible (within 14 days of the date/incident) in order for us to rectify the problem as quickly as possible.

If you wish to make a complaint, you can do so in one of the following methods:

1 | Talk to a member of staff / duty manager
If we can, we would prefer to resolve the issue there and then.

2 | If a complaint cannot be dealt with on the day, we will ask for a written summary of your complaint so we can investigate the issue. This can be in the form of a letter or email (in Welsh or English). We will discuss the issue with the relevant members of staff/department before responding with the official response.

You are welcome to call us if you have any problems or if you have a specific question, contact us:
01286 685 222 |
or talk to a member of staff.

Unless the visiting production company/artists object – we allow drinks to be taken to rows 1 – 14 in the theatre/cinema (in plastic cups).

For health and safety reasons, drinks are not permitted in the balcony (rows 15 – 21).

The bar will close 10 minutes before the advertised start time of an event.

Only food purchased on the premises may be consumed in Galeri.
We operate strict photo ID policy and reserve the right to refuse the sale of alcohol to anyone who cannot prove their age.

Our gift vouchers are valid for 12 months from the purchase date. These vouchers/credit automatically disappear off the customer’s account after 12 months, and therefore cannot be used after that date.

We can offer group concessions in most cases for groups of 10+. To discuss further:

01286 685 241 | 01286 685 211 |

Guide dogs (only) are welcome in Galeri.

We do our best to ensure that events start on time.

Latecomers will only be admitted to an event if:
1 | An opportunity arises during the performance
2 | The artists/company are willing to allow latecomers to the show

Latecomers may be refused entry without refund.

We advise customers to purchase tickets in advance and arrive in Galeri at least 30 minutes before the advertised start time of the event.

Galeri do not take responsibility for lost property within the building.

Please ensure that your mobile phone is switched off whilst attending the performance space. If mobiles are switched to silent mode, please make sure that it does not affect the enjoyment of fellow audience members.

Gwynedd Council are responsible for the management of the car park at Galeri. Should you have any issue with parking tickets – you must contact the council directly.

Tickets can be purchased with cash, debit/credit card (minimum payment of £5 or an additional 50p is charged if under) or cheques (payable to Galeri Caernarfon Cyf).
Group tickets can pay by BACS.

We DO NOT allow audience members to take photos, film or record audio of any show in Galeri.

We charge £1 [per ticket] for:
- Re-printing tickets
- Changing ticket [for another time /day of the same event]
- Changing seat[s]

Unfortunately, we do not offer refunds for tickets. If an event is sold out and we have a waiting list, we endeavour to try and sell your tickets on your behalf for a fee of £1 per ticket (admin. fee).

Smoking is not permitted in any area of the building. This also includes electronic cigarettes.