Terms & Conditions
Terms & Conditions of Sale
For The Sale of All Tickets, Gift Vouchers & Memberships
- Tickets & Admittance
- Conditions of Admission
- Ticket Cancellations, Exchanges & Refunds
- Ticket Prices
- Delivery
- Prohibitions & Audience Consent
- Gift Vouchers
- Memberships
- Liability
- Definitions
All Tickets are sold subject to availability and to these terms and conditions. These terms and conditions should be read prior to purchase as purchasing a Ticket constitutes acceptance of these terms and conditions.
1. Tickets & Admittance
1.a. A valid Ticket must be produced by each Customer to gain entrance to an Event. This may be an e-ticket or confirmation email on a smartphone. The Ticket must be retained by the Customer while in the Theatre and be made available for inspection if requested by the Theatre staff. Failure to produce a valid Ticket may result in expulsion from the Theatre.
1.b. It is the Customer’s responsibility to contact the Theatre if Tickets are lost, stolen, damaged or destroyed. Duplicate Tickets may be issued at the discretion of the Theatre. Additional security steps may be required if duplicates are to be issued.
1.c. It is the Customer’s responsibility to check their Tickets. The Theatre will make all reasonable endeavours to correct mistakes if brought to their attention prior to the Event for which the Ticket is valid. However, it may not always be possible to rectify mistakes.
1.d. It is the Customer’s responsibility to ascertain whether an Event has been cancelled or rescheduled. In such cases the Theatre will make all reasonable endeavours to notify Customers of the change, but cannot guarantee all will be informed before the date of the Event.
1.e. It is the Customer’s responsibility to assess the suitability of an Event for children where no official age restriction applies.
1.f. Any seats from which the view of the stage/performance area is expected to be obstructed or restricted will be highlighted at the point of sale. Notwithstanding this, an unobstructed view of the entire stage/performance area from other seats cannot be guaranteed due to the varying set and stage layouts that may be employed for the Event.
1.g. If the Customer believes their view of the stage/performance area to be obstructed they should contact the Duty Manager as soon as possible, who will try to move the Customer to alternative seats, subject to availability. The Theatre is unable to make refunds or reparations after the performance for an obstructed view.
1.h. If the Ticket specifies a designated seat or section, during the performance the Customer is entitled to occupy this location only. It is prohibited to obstruct aisles, exit routes or to attempt to gain access to seats/sections for which the Ticket is not valid.
1.i. Children under 24 months shall be admitted free of charge to those shows they may attend (children’s shows and pantomimes only) if they are able to sit on an adults’ lap, unless the show's event page explicitly states otherwise.
2. Conditions of Admission
2.a. Latecomers may not be admitted until a suitable break in the performance. For some Events late admission cannot be guaranteed.
2.b. Latecomers may be shown to a suitable seat, rather than the specific seat they have purchased.
2.c. The Theatre reserves the right to refuse admission to a Customer, or to eject them from the Theatre at any point, if in the Theatre’s reasonable opinion the Customer: is acting in a threatening or aggressive manner; uses threatening, abusive or insulting language; appears to be under the influence of alcohol and/or drugs; may be a risk to the safety of Theatre staff, performers or audience members; may detract from the enjoyment of other Customers; refuses to comply with the Theatre’s health and safety policies or any additional policy the theatre may enact relating to public health concerns; fails, when required, to produce proof of identity, age or entitlement to a concession/discount/Essential Companion Ticket; fails to comply with instructions given by the Theatre’s staff; or is found to be in breach of these terms and conditions or statutory law. No refunds will be given to Customers who are refused entry or ejected due to their behaviour as suggested in, but not limited to, the examples shown above.
2.d. Children under the age of 16 must be supervised by a parent, guardian or other responsible adult (aged 18 or over) when attending a performance.
2.e. The Theatre reserves the right to refuse re-admission to the Theatre. If Customers wish to re-enter the Theatre they must check with the Theatre staff before they exit.
2.f. The Theatre reserves the right to conduct security searches and confiscate any item which, in the reasonable opinion of the Theatre staff, may cause danger or disruption to the Event or other Customers, or which the performers or their representatives have specifically requested are prohibited.
2.g. The Theatre will make all reasonable efforts to forewarn Customers if stroboscopic lighting may be used in the Event. Customers with known medical conditions who may be susceptible to such lighting effects are recommended to seek further advice.
3. Ticket Cancellations, Exchanges & Refunds
3.a. Tickets cannot be refunded after purchase unless the Event is cancelled, abandoned, rescheduled or where there is a material change to the Event. A material change is a change which, in the Theatre’s reasonable opinion, would make the Event materially different to the Event that the purchasers of the Ticket could reasonably expect, such as a change to advertised production. A cast change, the use of understudies, a change to a support act or an alteration to the running time does not constitute a material change. The Theatre cannot offer refunds or exchanges if cast members, whether advertised or not, are unable to perform due to illness or unforeseen circumstances.
3.b. Refunds shall only be made to the person who purchased the Tickets and, where possible, by the same method used to purchase the Tickets. When it is not possible to refund via the same payment method the Theatre reserves the right to request additional identification or documentation to ensure the money is returned to the correct person.
3.e. In the case of a cancelled Event, Customers will be refunded the full cost of their booking, excluding postage costs if tickets have already been posted.
3.f. In the case of a postponed/rescheduled Event, Customers will be offered alternative Tickets of the same value for the new date/time, subject to availability. Where it is not possible to offer Tickets of the same value then alternative Tickets may be offered. Should the Customer not wish to accept these Tickets then a refund can be obtained for the full value of the booking. To claim a refund the Tickets must be returned to the Theatre prior to the rescheduled date. The Theatre cannot be held responsible for Tickets which have been lost in transit so Customers are recommended to use a secure form of delivery, the cost of which is non-refundable.
3.g. If an Event is abandoned after commencing Customers will be offered, subject to availability, equivalent value Tickets for an alternative performance of the same production or they will be refunded the face value of the Tickets and any associated booking fees they have paid.
3.h. In rare and unforeseen circumstances the Theatre may be required to revoke Customer’s Tickets and offer alternative Tickets for the same Event of the equivalent value. If this is not possible, alternative Tickets may be offered and any difference in value credited or debited to the Customer as applicable and with their consent. If the Theatre cannot offer Tickets of the equivalent value then the Customer can claim a refund of the full value of the booking.
3.i. The Theatre reserves the right to cancel Tickets which they reasonably suspect to have been booked fraudulently, which exceed any advertised limits on the quantity that a person/household can buy, or which they suspect to have been resold, or attempted to be resold, for financial gain at a price greater than had originally been paid. Any applicable restrictions on the quantity of Tickets that can be purchased will be made clear at the time of booking.
3.j. A service charge of £2 per ticket will be applied when exchanging tickets to an alternative performance of the same production. For large bookings this fee will be capped at £50. Vanbrugh supporters and Friends are exempt from this charge.
3.k. At the Theatre’s discretion, the Box Office may accept tickets for resale on the understanding that the Theatre's own available tickets will take priority. The Theatre charges an administration fee of £2 per ticket if resold*;. If the resale is successful, the Customer will be emailed and a refund (minus administration fees) will be credited back to the original method of payment within 14 days after the performance or event. Vanbrugh Supporters and Friends are exempt from paying this resale fee.
4. Ticket Prices
4.a. Advertised Ticket prices include any applicable fees and levies.
4.a. Ticket prices are subject to change. The Theatre reserves the right to change the prices of Tickets and/or introduce discounts/special offers which cannot be retrospectively applied to Tickets already purchased.
4.b. All discounts/special offers are offered subject to availability and therefore Tickets may not be available at all advertised prices at all times. All discounts and offers apply only to full price tickets. A standard £2 Booking Fee, per ticket, will be added after a promotional discount has been calculated and will be applied at checkout. This includes Multi-Buy and Advance ticket offers.
4.c. Concession/discounted Ticket prices must be applied for at the time of purchase and cannot be applied to Tickets already purchased. Proof of entitlement to a concession/discount/essential companion Ticket may be requested from the Customer at the time of booking and/or when they attend the Event. Failure to produce reasonable proof of entitlement to a concession/discount/essential companion Ticket may invalidate the Ticket and result in refusal of admittance or ejection from the Theatre.
4.d. Concessions/discounts are offered individually and cannot be used in conjunction with one another. If a Customer is eligible for multiple concessionary/discounted rates then they will receive the cheapest singularly discounted price, not a cumulatively reduced price.
4.e. Essential Companion tickets are offered for someone accompanying an adult patron who might not otherwise be able to attend the performance. These tickets are not for those accompanying children under 16, where the child would always be required to be under the direct supervision of a parent, guardian or other responsible adult (aged 18 or over).
4.f. The Ticket price will include a Theatre Restoration Levy of up to £2 which contributes towards the maintenance and improvement of the Theatre. This levy is included in the face value of your ticket.
4.g. A Booking Fee of up to £2 per ticket is included in all ticket prices.
5. Delivery
5.a. If a Customer has chosen to receive their Tickets by post or via the ‘Print-at-Home’/eTicket delivery method it is their responsibility to inform the Theatre prior to the commencement of the Event if the Tickets have not been received.
5.b. The Theatre reserves the right to post Tickets only to the registered billing address of the card used to purchase them.
5.c. The Theatre reserves the right to make Tickets available for collection by the Customer at the Box Office. If this becomes necessary the Theatre will make all reasonable endeavours to notify the Customer of the change in advance of the Event and any postage fee paid in respect of this order will be refunded.
5.d. The Customer may be required to present identification when collecting Tickets at the Theatre. If the Tickets were purchased as a gift and need to be collected the Customer must contact the Theatre prior to the day of the Event to make alternative arrangements. For certain Events enhanced identity checks may be required to collect Tickets and/or gain admission, such as presenting photo identification of the lead Customer. Any such restrictions will be made clear to the Customer at the point of sale.
6. Prohibitions & Audience Consent
6.a. The unauthorised resale, or attempted resale, of a Ticket for financial gain at a price greater than had originally been paid is prohibited. The Theatre reserves the right to cancel Tickets which it reasonably suspects as being offered for unauthorised resale. Customers who are unsure if a seller is an authorised agent should contact the Theatre for clarification. The Theatre accepts no responsibility for the validity of Tickets purchased from unauthorised agents.
6.b. Unless prior written consent is obtained from the Theatre, Tickets may not be combined with hospitality, travel, accommodation, merchandise and/or any other product or service to create a Ticket package to sell for commercial gain.
6.c. Unless explicitly consented by the performing act or Theatre, the use of equipment to record or transmit audio and/or visual material inside the Theatre is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made in breach of these conditions shall belong to the Theatre and/or Promoter of the Event. Neither the Promoter nor the Theatre will be liable for the loss, theft or damage to confiscated items.
6.d. By attending the Event Customers give their consent to filming, photography and sound recording of themselves as members of the audience. The Theatre and/or Event Promoter will own the copyright of such material and may use such films/photographs/recordings for any purpose, including commercial purposes, without payment or further notification.
6.e. Unless their use is explicitly consented by the performing act or Theatre, mobile telephones, messaging equipment and all similar personal electronic equipment must be switched off during the Event. Customers who do not comply and disrupt the enjoyment of the Event for other Customers may be ejected from the Theatre without refund.
6.f. Only food and drink purchased on the premises may be consumed within the Theatre, unless items are required on proven medical grounds or for babes in arms.
6.g. Smoking and the use of electronic cigarettes is prohibited throughout the Theatre.
7. Gift Vouchers
7.a. Gift vouchers can be redeemed in full or in part to purchase Tickets for participating Events in person or by telephone via the Theatre’s box office or on the Theatre’s websites.
7.b. Gift vouchers expire at the end of the month one year after the purchase date. Expired vouchers cannot be redeemed or refunded. The expiry date is clearly printed on all vouchers.
7.c. Gift vouchers cannot be exchanged for cash.
7.d. Customers have the right to return unused gift vouchers within 14 days of purchase; qualifying vouchers which have been partially redeemed within this time period will be eligible for a partial refund equal to the unused value of the vouchers; after 14 days of purchase gift vouchers are non-refundable.
8. Memberships
8.a. Customers have the right to cancel their membership within 14 days of purchase, after which time the membership is non-refundable. If benefits of a membership are used prior to cancelling it the Theatre reserves the right to withdraw and reverse the benefits gained: prices discounted for members may be rebooked at full price and the difference in cost deducted from the refund; and Tickets purchased during any pre-sale/members’ priority booking period may be cancelled and a refund issued.
8.b. Memberships are valid from the date of purchase until the end of the month one year after the purchase date.
8.c. Memberships are non-transferable and may only be used by the named member/s.
8.d. The Theatre reserves the right to amend the cost of the membership and the benefits it provides without prior warning.
8.e. Members found, or reasonably suspected of, reselling their Tickets for commercial gain may have their membership terminated without recompense.
8.f. Memberships purchased by Direct Debit will automatically renew on their expiry date for a further 12 month period. The Customer must notify the Theatre at least two weeks in advance of the expiry date if the membership should not be renewed. This does not affect the Customer’s rights in accordance with the Direct Debit Guarantee.
9. Liability
9.a. The Theatre will not be responsible for any injury or loss, theft or damage of Customer’s personal belongings, other than that caused as a result of negligence or other breach of statutory duty.
9.b. Personal arrangements, including but not limited to, travel, accommodation and subsistence relating to the Event are made entirely at the Customer’s own risk and the Theatre shall not be liable for any losses incurred from these arrangements.
9.c. Any personal data relating to bookings, such as email addresses, will be held by the theatre in order to notify Customers of any changes to their bookings and will never be shared with third parties. Customers can opt in and out of theatre communications via their online account or at the box office.
9.c. Nothing in these terms and conditions seeks to exclude any liability of the Theatre for death or personal injury caused by its negligence or other type of liability which cannot by law be excluded or limited.
9.d. These terms and conditions are governed by English Law and any disputes which may arise with the Theatre are subject to the exclusive jurisdiction of the English Courts.
10. Definitions
‘Ticket’
means a revocable personal licence which confers to the ticketholder the right to attend the Event, subject to these terms and conditions.
‘Customer’
includes both the person who purchased, or intends to purchase, Tickets and those within his or her party who are attending the Event, each of whom must possess a valid Ticket.
‘Theatre’
means any location where the Event is being held and representatives of this location including but not limited to the management, security, front of house and box office teams.
‘Event’
means any entertainment event or performance occurring at the Theatre in respect of which Tickets are sold.
‘Promoter’
means the entity which is staging/producing the Event, which may be different to the Theatre.
‘Print-at-Home’
means the delivery method by which PDF Tickets are emailed to the Customer.
‘e-ticket’ or ‘electronic ticket’
means a ticket sent digitally which is the equivalent of a paper ticket.
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