Frequently Asked Questions

Q. Can I get a refund on my tickets?
A.  Tickets are sold on a non-refundable basis.  However, the below three options may apply: -
• If you are a member you may return the original ticket to us at least three working days before the show date and we will give the face value of the ticket in a credit. Details of membership can be found on Individual Support page.
• If there is a week run of the same show, we can exchange ticket for another night within that run provided we have the original ticket returned to us a minimum of three days in advance of the show date.  We charge an administration fee of £1.00 per ticket for the exchange and any difference there may be in ticket price.
• If the show is totally sold out, we are happy to take your original ticket back on a resale basis.  This means if we are successful with reselling your ticket, we will refund you the face value of your ticket minus £3.00 per ticket admin fee.
 
Q.  Can I pass my ticket to someone else to enjoy if I can’t attend?
A. Yes, tickets are fully transferable.
 
Q. What time should I arrive for the show?
A. We advise that you arrive at the theatre 20 minutes before the performance starts, allowing enough time for you to collect your tickets from Box Office, if necessary, and navigate your way to your seats. Whilst we will do our best to accommodate latecomers, some performances will not permit entry until after the interval.
 
Q. Why do I have to pay fees and what do they cover?
All ticket prices include a £1 theatre fund payment for the preservation of the theatre and previous projects which have benefited, include improved toilet and lift facilities. A £1.50 handling fee is added to each transaction to cover administration charges including ticket printing, postage and credit card fees.
 
Q. Are concessions offered on shows?
A.  For some shows we offer concessionary discounts and this may include Children, Students and those on certain benefits these include DLA, ESA, PIP, Income Support and Jobseekers.  Please see the Your Visit section of the website for further details of all our concessions.
 
Q. The website will not let me leave a single seat.
A. Our aim is to book ‘efficiently’ and not leave single seat occupancy in a row.  However, we do review this ruling two weeks out to performance start subject to availability, so please call the Box Office to check.
 
Q.  How do I book online if I am a wheelchair user?
A.  If you have specific access requirements such as using a wheelchair or are unable to climb steps, we hold specific seats in the auditorium to enable you to enter the auditorium on a level access.  These seats cannot be booked online, so please call our box office team to discuss further. 
 
Q. What is a Family Pack?
A family pack is four tickets and may comprise of a minimum of two or up to three children.  
 
Q. What age does a Child Ticket apply?
A. A child ticket is 2 – 16 years inclusive.
 
Q. What is a Baby Ticket?
A. We issue baby tickets free of charge to baby’s up to 24 months old after which a purchased ticket is required.  
 
Q.  Can I bring my baby into the auditorium?
A.  Yes, however, we kindly request that you are mindful of your fellow audience members at all times and recommend choosing an aisle seat for ease of access, if required.  

Q. When is the next season brochure out?
A. Brochures are produced three times per year in March, July and November. To ensure you receive a brochure, please ensure you tick the box to receive further information when you log into your account. Alternatively, sign up to our newsletter to receive monthly emails and be the first to hear our latest news and upcoming shows.

Q. I am trying to make payment for a booking online but keep receiving an error message. Why is this?
A. Banks only authorise online payments if the address entered on our system exactly matches your registered card address. Please double check and re-enter.
 
 Q. What are the terms and conditions of the Under 26 Young Adults Club promotions?
A. Tickets are subject to availability and allocated on a first come, first served basis. Tickets will only be issued on presentation of valid photo ID per ticket (student card, driving licence, passport). You can book up to two tickets (subject to availability), but every person in your group must be between 17 and 26 and must present suitable ID when collecting their ticket. Without presentation of valid ID, you will charged the full ticket price.Tickets are non-refundable. Discounts cannot be claimed against previously purchased tickets and cannot be claimed retrospectively. We reserve the right to refuse admission if these tickets have been incorrectly purchased.