FAQ - OCEANA, CARDIFF

General Questions

Q: Will I be asked for ID?

A: If you’re lucky enough to look younger than 18 please be prepared to prove your age at any time with valid identification. If you do get asked for ID please don’t be offended. Please note that some Luminar Group venues operate a Challenge 21 policy.

Q: What forms of ID can I use?

A: We will only accept a UK photo card driving licence, passport, or PASS identification card bearing the PASS hologram. In conjunction with local authority guidance, we operate an ID seizure policy whereby any false ID will be confiscated and handed over to the police. For more information on The National Proof of Age Standards Scheme (PASS) please visit their website at www.pass-scheme.org.uk.

Q: What’s the dress code?

A: We operate a fairly relaxed dress code policy. However, we don’t allow things like sportswear or anything you’d throw on to go to the gym or for a run. We recommend taking a couple of minutes to have a look through our photo galleries, where you can see the types of clothes other customers have worn to our venue. We always recommend that customers keep it stylish, fashionable and fresh.

Q: Will I be refused entry?

A: The club's management reserves the right to refuse admission. If you’re old enough, look the part and act the right way then you’ll be welcomed to the club. The Luminar Group encourages people drink responsibly, so we reserve the right to refuse admission or service to customers who are, or appear to be, intoxicated.

Q: Will I get a refund on prepaid tickets/packs if I have been refused entry?

A: If you have prepaid for tickets/packs and have been refused admission by the club’s security or management, you can obtain a refund through Luminar’s customer services team at the discretion of the club’s management. Requests should be sent to refunds@luminar.co.uk, where you can expect a reply within 48hrs. Please note that refunds are issued to the credit/debit cards used for payment and can take up to 10 working days to process. Please note that cheque payments can take up to 15 working days to process.

Q: Will I be searched?

A: We will sometimes operate a random search policy of customers, in the interest of customer safety. This search policy may be implemented depending on the type of event taking place, risk assessment or on advice of the police. We operate a zero tolerance policy on drugs and anyone suspected of taking or dealing in drugs will be searched and ejected from the venue. In instances where drugs are found customers will be detained and the matter will be reported to the police.

Q: I’ve sent the club a message via the Contact Us form, when can I expect a reply?

A: As a nightclub our office hours can differ from a typical 9-5 business. We do our best to reply to customers within 24 hours. Some instances by their very nature require investigation and may take a little longer. If you have any concerns, please give the club a call on the telephone number provided in the “Contact Us” link.

Q: I’ve left an item in the club, what do I do next?

A: If an item is found in the club or left in the cloakroom and not collected we’ll endeavour to store the item until it is claimed, within a reasonable timeframe. If you’ve lost an item please send us a message via the “Contact Us” link with as much detail about the item as possible, where it was left (if you’re aware) and when. The more detail you give us the easier it is for us to attempt to locate your item.

Cookies

Q: Do I need cookies enabled to use your websites?

A: Yes, our website uses cookies to temporarily store information about the products you are ordering. It also uses cookies to maintain your logged in status.

Q: How do I enable cookies?

A: It depends on which browser you use. Here are some links to help out with the most common web browsers:

Firefox http://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences

Internet Explorer: http://windows.microsoft.com/en-GB/windows-vista/Block-or-allow-cookies

Chrome: http://support.google.com/accounts/bin/answer.py?hl=en&answer=61416

Safari: http://support.apple.com/kb/PH11913

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What are the companies Insurance details?

Insurer: QBE European Operations

Policy Name: The Luminar Group Ltd

Policy Number: Y069840

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