FAQ

Have you got a question for us? Please read our frequently asked questions below, and if we haven't answered your query, please complete our Contact Us form, email us at info@thepoly.org, or call 01326 319461.

You can also keep abreast of all the latest Poly news by signing up to our weekly newsletter HERE.  

Opening Hours

The Guild and Spring Gallery

*Tuesday to Saturday - 10.00am - 5.00pm (Spaces may be open later on event nights)

Sunday to Monday - Closed

Christmas 2024 Opening Hours:

Christmas Eve (Tuesday 24th December): 10am - 3.30pm

Wednesday 25th December - Tuesday 14th January: CLOSED*

* HOWEVER, PLEASE NOTE WE WILL BE OPEN ON SATURDAY 11TH JANUARY FOR THE SCHEDULED FILM SCREENINGS ONLY. 

Loft cafe Christmas 2024 Opening Hours:

Christmas Eve (Tuesday 24th December): 11am - 3.30pm.

Wednesday 25th - Friday 27th December: CLOSED

Saturday 28th & Monday 31st December: Open as usual

New Years Day: CLOSED.  

Thursday 2nd January onwards: Open as usual.

Location

We are located in the centre of the town at 24 Church Street, Falmouth TR11 3EG.

By car - the closest car parks to The Poly are at Well Lane, Church Street and at Events Square.

By train - the nearest station is Falmouth Town, which is approximately 15-minutes walk away.

Covid-19

Please check our Covid-19 page for updates  

Our Poly Fund

We add a £1 Poly Fund levy to each ticket to our events, courses and workshops which is donated directly to our registered charity fund. This fund helps to to safeguard the future of our grade II* Listed Building, and enables us to continue to support both our local community, and improve your experience here at The Poly. 

Booking Fees

A £0.50 ticketing system charge applies to all tickets bought online and over the phone. As a charity, we charge this fee to cover the costs from our system provider - we don’t charge this to make a profit. 

Refund Policy 

Except in circumstances where The Poly has had to cancel or change an event, we are not able to offer refunds on films, live events or workshops. If the event you were attending is sold out and we are able to re-sell your tickets to another customer, we can issue you a credit note for the ticket price only (excluding any booking fees and Poly Fund). We may not be able to facilitate this on the door, if possible please contact The Poly to arrange a credit note with plenty of notice. 

If you can no longer attend a workshop and let us know well in advance of the event, we may be able to move you to a course on a later date, provided it is being repeated. This is at the discretion of the manager. 

We are happy to refund or exchange any retail purchases made through our Guild Shop within 30 days, with valid proof of purchase. Please note this policy is only applicable to Guild Shop Items. Items purchased from the Main & Spring Galleries are only refundable or able to be returned during the duration of the exhibition/market/event an item is purchased from, unless otherwise stated.  

Complaints Policy 

We hope you have an enjoyable visit to The Poly, but if you feel unhappy about any aspect of our service, please refer to our Complaints Policy here

Arriving Late

Latecomers may not be admitted to any performance and will forfeit their ticket. 

Access

The Poly is a listed building and disabled access is extremely limited. We regret that the building is not currently accessible for wheelchair users. We are working hard to enable access for all.

If you (or someone for whom you are an essential carer for) have other needs, we will do our best to make your visit to The Poly easier and enjoyable. Please contact a member of staff on 01326 319461, or send an email to info@thepoly.org to discuss your visit and your needs.

We offer a complimentary ticket to essential carers accompanying a person with disabilities, please contact our Box Office to arrange this. Please note that the complimentary ticket will incur a £1.00 Poly Fund levy. We have a limited number of careers tickets per event. 

We now also offer a CEA discount on our film tickets. To access this please click the CEA ticket then at check out under the discount tab add in the CEA number. Please note the CEA discount is only available for films arranged by The Poly, external events may have their own systems in place. 

Age Ratings and Content Warnings

Most films have a BBFC film certificate for all the details about BBFC film certificates, please see here (https://www.bbfc.co.uk/). A BBFC certification is the age rating that appears on a film.

If a film is rated a 15 or 18 and you appear below this age you may be asked to provide Proof of Age to watch the film. 

Some films will have the line ‘Age Rating Unconfirmed’ this is because the film has not yet been age-rated by BBFC, once the film has been rated we will change this to the relevant age rating. 

We will not provide content/trigger warnings in advance of a film. If you are concerned about the content of a film we recommend checking the age rating of the film in advance of buying your ticket, checking the warnings page related to the film on BBFC or checking for additional triggers using https://www.doesthedogdie.com/. 

Theatre shows will usually have an age recommendation associated with them, barring shows with an 18+ age guidance we would allow people under the age recommended to attend a theatre show. If a show has an 18+ age guidance/lists the show as adult only we would enforce this. 

Where provided by the theatre company we will display content warnings for the show though do not always receive content warnings in advance, if you are concerned about the content of a show please email us at info@thepoly.org and we will do our best to help. 

Events at Other Venues

In the event a show we are promoting/selling tickets for is held or run by a different venue we will share the names of customers who have bought a ticket to that external event with the other venue. This is so that when a ticketholder goes to the other venue they will still be able to access the event even if they cannot find their physical or digital ticket. We will not share email addresses or other personal information. 

Flexible Tickets

Some events at The Poly use a Flexible Ticket Pricing Scheme. We use this system to make our events as accessible as possible, you can decide what to pay according to your means, no questions asked. 

The different ticket prices do not indicate a difference in viewing experience, sound quality or mean you are sat in a different seating zone.