Terms and 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.
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.
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.
Tickets may be restricted to a maximum number per person. Alnwick Playhouse District Trust reserves the right to cancel tickets purchased in excess of this number.
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 and refund protection. Any customer requesting their tickets to be posted out will be charged £1.50 per order. Any customer wishing to add refund protection to their tickets will be charged an additional £1.95 per ticket.
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 of 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.

Ticket Refund Protection with Secure My Booking

We’ve partnered with Secure My Booking to give you extra peace of mind when booking your tickets.
Plans can change. If something unexpected means you can’t attend your event, adding ticket protection allows you to apply for a refund of 100% of your ticket cost, subject to the terms.
You can add this protection during checkout on most live performances.
What’s covered? If you choose to add Secure My Booking, you can apply for a refund if you’re unable to attend due to: Accident or illness affecting the ticket holder, Death of the ticket holder or an immediate family member, Travel delays or disruption, Adverse weather preventing attendance, Burglary, fire or flood at your home and more.
What’s not covered? There are some exclusions to be aware of: Event cancellation by the venue (you’ll be refunded directly by us in this case), changing your mind or deciding not to attend, the protection fee itself, not attending without a valid reason, circumstances due to a lack of reasonable care
Full details can be found here: Secure My Booking Terms & Conditions
Ticket protection must be added at the time of purchase.
If you exchange your tickets in line with our terms and conditions, your protection can be updated to cover the new booking value if needed.
If you’re unable to attend your event, submit your request within 60 days of the event date here. You’ll be asked to provide supporting documents depending on your reason.
Please note: the venue cannot process refund requests unless an event is cancelled

Cancelled, Rescheduled or Abandoned events

If a performance, film or workshop is cancelled or rescheduled, Alnwick Playhouse District Trust will use reasonable endeavours to notify customers of the cancellation.
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.
In the event of a cancelled performance, film or workshop, customers will automatically receive a full refund back to the original payment method.
In the event of a rescheduled performance, customers will be notified of the new date and time, and their tickets will be automatically transferred to the new date and time. It is the responsibility of the purchaser to contact the original point of purchase to request a credit note or refund if they cannot attend the new date and time.
In the unlikely event of a show stop during a performance, all efforts will be made to recommence the performance in its original or adjusted format. Customers are advised that no refunds or compensation will be given where a performance recommences and continues to conclusion

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).

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.

Data Protection

When processing your booking, our Box Office staff will normally ask for your name, address, telephone number and e-mail address. This information may be used to keep you informed of any changes or information about your booking and to process card sales if booking over the telephone. It is not used for marketing activities without your consent. 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.

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 of 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 to 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. Patrons who have concerns about their attendance may wish to consider taking out Ticket Refund Protection as detailed above.
Customer’s images may be captured for security, archival or publicity reasons. Any concerns should be brought 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.

Children

Unless stated otherwise in the show information, babies and toddlers under age 2 will be admitted on purchase of a Babes in Arms ticket and must share a seat with you or a member of your party.
Children age 2 and over must have a full paid ticket.
A limited number of booster cushions are available for small children to have a better view (subject to availability). Booster cushions are limited to one per person and are not permitted in the front row.
Baby changing facilities are available in the accessible toilet at the Alnwick Playhouse.
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.

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 the 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