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ALNWICK DISTRICT PLAYHOUSE TRUST (ADPT)

TERMS & CONDITIONS

Tickets and pricing

By purchasing a ticket directly, by any method, or indirectly via an authorised agency, you are agreeing to these terms & conditions of sale.

Only tickets purchased from our Box Office or our appointed agents are valid for admission. Re-selling your tickets for profit or commercial gain is not permitted.

Please check your tickets when you receive them to ensure you have the correct time and date as mistakes cannot be rectified at a later date.

We will not be responsible for any ticket that is lost, stolen or destroyed.  It is not always possible to issue duplicate tickets.  For example for events without reserved seating where it would be possible for both the original and duplicate tickets to be used, thus compromising the licensed capacity of the venue.  Duplicates are therefore issued at the discretion of The Playhouse.

Reprinting of lost or forgotten tickets, once in the possession of the customer, will incur a £1.00 service and handling fee per ticket.

Tickets once sold are not eligible for refunds or exchange. When a performance is sold out, we may at the manager’s discretion assist clients by attempting to sell returned tickets on their behalf.  There will be a service and handling fee of £2.00 per ticket for this service.

All booking and transaction fees or any other charges are included in the ticket price with the exception of postage.  Any customer requesting their tickets to be posted out will be charged £1.50 per order.

All tickets and discounts are subject to availability and we reserve the right to introduce discounts and price changes without prior notification.  Full details of current ticket prices will be displayed on the relevant event page on our website.

We reserve the right to offer promotional discounts at any time.  Only one discount is allowed per ticket.  Once a ticket is purchased, no discount will be made retrospectively.

For website and telephone sales for non-date related products (including gift vouchers and memberships) customers have a 14-day cooling off period where a full refund will be given if they choose to cancel the purchase/membership, and any tickets or other purchases made during this time will also be cancelled and refunded.

Buying Tickets

In Person

Our box office is situated in the foyer of the Alnwick Playhouse.

It is open: Tuesday – Saturday 10am – 4pm and for an hour before the start of any show.

By Telephone

Call 01665 660550

The phone lines are open during Box Office hours.  Tickets can be paid for by credit or debit card.  Please collect your tickets from the box office 45 minutes prior to the performance.  We can post your tickets to you for a charge of £1.50 (postage and handling) or you can elect to receive E-tickets free of charge. During busy Box Office times, you may hear a recorded message. Please leave your name and number and we will call you back as soon as we can.

Online alnwickplayhouse.co.uk

Go to our website where you are able to select our seats.  If you have any support requirements (bringing an assist dog, require an easy access seat, have mobility concerns, have a medical condition that may need support), please call the box office on 01665 660550.  This way they can ensure you are in the best seats to enjoy the performance and can alert Front of House so they can try to fully support you throughout your visit.

Concessions

We will offer the following concessions for some events:

Members of the Playhouse discount.

Students in full time education on production of a student card if required.

Children under 16 in full time education.

Senior Citizens over the age of 60 on production of proof if required.

Disabled People and their companion if necessary – if it is a concessionary event/film. (Please note that we do not currently offer a free companion ticket but will offer companion tickets at a discounted rate where possible. Please speak to a member of the box office team for advice on what concessions are available).

Persons wishing to claim a concession when available must state at the time of booking and produce proof of eligibility if required.

Babes in arms are admitted free. Children up to the age of 18 months will not be charged if they sit on a parent/carers knee but any child aged 18 months and over are required to be allocated a seat and payment is required.

It is Alnwick Playhouse policy that all children under 12 years of age must be accompanied by a responsible adult whilst attending any event at The Playhouse.  Any film certification or age restriction for any other event must be complied with, even if an adult is attending as well.  For example a certificate 15 film means the child must be 15 years of age in order to see the film.

Group Bookings

Wherever possible we aim to offer an incentive for group bookings for professional shows.  This would normally be 1 free ticket for every 10 full price tickets. This will always be agreed with the company/agent before tickets go on sale and be included in the contract for the show.

The same principle will apply for amateur hires, community group and school productions, with any group discount being agreed before tickets go on sale.

Group reservations will only be accepted when there is a single group booker and must be paid in full 28 days before the performance. Any group booking made within 28 days of the performance must be paid in full at the time of booking. A deposit may be requested to hold the booking until the payment date is reached.

No group discounts will be offered for cinema events (including streamed events).

Family Tickets

Family tickets will be available for selected shows by agreement with the presenting company and will be clearly indicated.

Premium Seats

Seats in Row C & Row D are classed as Premium Seats and may come with a higher ticket price for selected events.  The only concession available for these seats is the Playhouse Members discount.

Reservations

As a general principle we do not reserve seats.  All seats must be paid for at the time of booking. The exception to this is group bookings when a date and method for payment is agreed at the time of reservation. On occasions where a reservation is agreed, a deposit may be requested in order to hold the seats for a prearranged amount of time.

Gift Vouchers

Gift vouchers are valid for two years from the date of purchase, after that they are invalid. It is the responsibility of the voucher holder to ensure that they use them before their expiry date.  No refunds will be given for out of date vouchers.  (For website and telephone sales customers have a 14-day cooling off period where a full refund will be given if they choose to cancel the purchase).

Data Protection

When processing your booking, our Box Office staff will ask for your name, address, telephone number and e-mail address. This information may be used to keep you informed of forthcoming events and special offers and when undertaking fundraising activities. If you do not wish your details to be used in any of these ways, please inform the Box Office when booking. If you book online through the website you will be given the opportunity to opt in to receiving information from us via e-mail.  

Performances

We reserve the right to make any change whatsoever in the performance/event owing to any unforeseen or unavoidable cause.

We reserve the right to cancel or abandon the performance/event for reasons beyond our control without notice and without being liable to pay any person any compensation or damage whatsoever other than, at the Management’s discretion, a possible percentage or maximum refund to the ticket holder of the value of the ticket.

 

Conditions of Admission

We reserve the right to refuse admission to any ticket holder.

We reserve the right to request the ticket holder to leave the premises and take any appropriate measure to enforce such a request.  By way of an example, we may remove a ticket holder who:

Has behaved in the venue in a manner which, in the reasonable opinion of the staff has, or is likely to affect the enjoyment of other visitors; or

Uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or

In the reasonable opinion of staff is acting under the influence of alcohol or drugs; or

Fails, when requested, to produce proof or identity of age.

Patrons are asked to comply with instructions and directions given by venue staff and Front of House Volunteers.  No refunds will be given to patrons who are refused entry or ejected due to their own behaviour, as suggested in, but not limited to the examples above.

We reserve the right to refuse entry of and use on the premises of any camera or any form of audio or visual recording equipment, including mobile telephones, tablet and wearable technology devices.  All mobile telephones and other tablet devices must be kept out of sight and switched off during any performance unless stated otherwise.  Any person using such a device or displaying any screen after being requested to stop doing so will be required to leave the premises without any refund.

The use of such equipment is usually prohibited for a number of reasons such as safeguarding children and vulnerable adults, copyright infringement, health and safety, consideration for other audience members or at the request of the company.

We reserve the right to delay the entry of latecomers until a suitable break or interval in the performance/event; or to put the ticket holder into alternative seating to avoid disruption or inconvenience to other patrons.

Latecomers and non-attenders will not be offered refunds, regardless of the reason for the late arrival or non-attendance.  This includes, but is not limited to, adverse weather, traffic congestion, public transport problems and injury or illness.

Customer’s images may be captured for security, archival or publicity reasons. Any concerns should be bought to the attention of a member of staff upon arrival.

 

Agency Sales

We accept no responsibility for tickets or services purchased via an agency or third party, including group bookers.

Agency sales may be subject to different terms and conditions.

Charges and allocations may vary and customers are advised to check carefully when making their booking through an agency.

 

Alnwick Playhouse District Trust Brochures, Website and Other Communications

All details in Alnwick Playhouse District Trust brochures, website and other communications are correct, errors and omissions excepted, at time of publishing but Alnwick Playhouse District Trust reserves the right to alter the programme and other details without prior notice.

 

Complaints Procedure

We request all customers raise any complaint at the time of their visit to allow our teams to attempt to resolve any issues that would constitute a breach of contract.

It may not always be possible to find an equitable solution to complaints filed after the event and compensation may not be offered.

If you do have a comment or complaint, please write to Customer Services Manager, Alnwick Playhouse, Bondgate Without, Alnwick, Northumberland, NE66 1PQ.

Email: info@alnwickplayhouse.co.uk

We endeavour to respond to all feedback within 10 working days.  We do not operate a telephone complaints service.

 

Trading Address

Alnwick Playhouse Trust, Bondgate Without, Alnwick, Northumberland, NE66 1PQ.  Telephone: 01665 660550. Email: info@alnwickplayhouse.co.uk

 

General Data Protection Regulations

All personal data is managed in accordance with appropriate UK and European data protection and freedom of information legislation (GDPR). For information visit www.informationcommissioner.gov.uk