How do I find out if a performance has been cancelled?
If weather conditions make it unfeasible for us to proceed with our outdoor performance on any evening, we will attempt to make a decision by 6.30pm. While we appreciate that some people will have had to start travelling before that time, many years of experience has taught us that 6.30pm is the optimum time to be as confident as we can be about what the weather is likely to do during the evening. There are times when we are able to make an earlier decision but sometimes the weather is too changeable to do so.
If we need to cancel a performance, we will update the Home page of our website, our social media (Facebook & Instagram) and our answerphone message (0141 339 2071). IF there is no update on any of these channels, it means that we are hoping to proceed with the performance.
What do I do if a performance is cancelled?
If a performance is cancelled before its advertised starting time or within the first hour of the performance, customers are entitled to a refund or to rebook their ticket for another performance of the same show.
If a performance is cancelled later than an hour into the show, then customers are not entitled to a refund but may reuse their ticket on another night.
How do I obtain a refund?
If you have booked tickets online through our website, then our external box office facility at the Citizens Theatre will be able to organise a refund if you require one. You should contact them directly by email (sales@citz.co.uk) or by telephone (0141 429 0022) to request a refund.
If you have booked tickets through Itison, you do not need to do anything. An automatic refund will be issued by Itison. If you wish to attend on another night, you will need to book again.
If you have booked tickets through Wowcher / 5pm, you should contact their customer services team by email on cs@dealhelp.co.uk - they will sometimes contact us to verify that the performance was cancelled so a refund can take a little while to come through.
How do I rebook for another date?
If you have booked tickets online through our website, then contact our box office facility at the Citizens Theatre by email (sales@citz.co.uk) or by telephone (0141 429 0022) to request that your booking be moved to another date.
If you have booked through Itison or Wowcher, you will need to book new tickets for another date and obtain a refund (see above) on your original ticket / voucher.
If you have booked tickets through the Ferguson Bequest Lottery, our Friends Scheme or any other channel, please email info@bardinthebotanics.co.uk to request that your booking is moved to another date.
Can I just show up on another night?
We do not encourage audiences to just show up on another night as it makes it difficult for us to keep an eye on audience numbers / capacity. However, if circumstances dictate that you have no alternative and you turn up on another date with your valid booking for a cancelled performance, we will endeavour to accommodate you at the performance, subject to availability.
Are performances in the Kibble Palace affected by weather?
We have not yet experienced any weather conditions which would necessitate cancelling a performance in the Kibble Palace and do not anticipate that anything other than the most extreme conditions would lead to cancellation - so those who have booked for the Kibble Palace don’t need to worry about weather. Although, it is worth noting that the Kibble Palace is a glasshouse so is warm on sunny days - and can be a bit drippy on wet nights.
What happens if my question is not answered on this page?
If you have a question which is not covered by this information, you can contact us directly on info@bardinthebotanics.co.uk and we will attempt to answer you as quickly as we can.