FRONT ROW
- Due to the nature of live productions, the front row of the stalls may be subject to change even after tickets go on sale, without further notice.
ONLINE ORDERS
- Despite our best efforts, there may be occasions where a technical error has occurred and a small number of the tickets available online may be mispriced. We will verify pricing before dispatching your tickets. If we have made a mistake and the correct price is higher than the price on the website, we may either contact you before dispatch to request whether you want to continue with the purchase at the correct price or cancel your order. If the correct price is lower than our advertised price, we will charge the lower amount and then dispatch the tickets.
TICKET EXCHANGES AND REFUNDS
- Tickets cannot be refunded after purchase.
- Up to 24hrs before a performance commences tickets may, at Newcastle Theatre Royal Trust’s discretion, be exchanged for another performance of the same production upon return of tickets for which a fee (£1.50 fee per ticket at the time of publishing) will be charged. Friends of the Newcastle Theatre Royal and Advantage members can receive a credit note up to 24 hours before the performance (up to a maximum of 6 tickets per performance).
- Newcastle Theatre Royal Trust reserves the right not to accept tickets for re-sale. However, when we do accept tickets for resale, this will only be once all other available tickets are sold and will be subject to a fee.
CANCELLED, RESCHEDULED OR ABANDONED EVENTS
- If a performance is cancelled or rescheduled, Newcastle Theatre Royal Trust will use reasonable endeavours to notify customers of the cancellation.
- In the event of a cancelled performance customer accounts will automatically be issued with credit to the value of the booking. It is the responsibility of the purchaser to contact the original point of purchase to re-book for alternative performances or claim a refund.
- Refunds will only be available within the notified time limit, after which credit will be applied to the purchasers account.
- If a performance is rescheduled, customers will be offered tickets to the rescheduled performance, equivalent to the face value of their original ticket.
- In the unlikely event of a show stop during a performance all efforts will be made to recommence the performance in original or adjusted format. Customers are advised no refunds or compensation will be offered for performances that recommence and continue to conclusion.
- In the unlikely event of an abandoned, cancelled or re-scheduled performance refunds for any unconsumed interval orders on presentation of the relevant order receipt will be made to the purchaser.
LATECOMERS & READMISSION
- Every effort will be made to admit latecomers at a suitable break in the performance, but admission cannot always be guaranteed.
- If you leave the venue during the performance, it may not be possible to re-enter the premises or the auditorium for safety reasons.
- 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 and public transport problems.
- Customers who believe they may need to leave the auditorium for a medical need are advised to speak to a member of staff prior to the start of the performance so suitable arrangements can be made.
GIFT VOUCHERS & MEMBERSHIPS
- Newcastle Theatre Royal Trust offers its own popular gift vouchers for use as full or part payment in the purchase of tickets. Gift Vouchers expire after 2 years - it is the customer’s responsibility to ensure they are aware of this limitation.
- Vouchers cannot be replaced if lost or stolen and may not be accepted if damaged or altered. Photocopies are unacceptable.
- 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.
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
- For certain shows children aged two and under are welcome, on purchase of a £2 Babes in Arms ticket, and must share a seat with you (Babes in Arms tickets are not available for the Amphitheatre and Gallery at the Theatre Royal as the distance from the stage and nature of these areas of the auditorium make it an inappropriate place to have small children). Children aged three and over must have a full paid for ticket.
- For all other performances, we regret children aged two and under are not admitted to the auditorium.
- Should the babe in arms become restless and cause a disturbance, the parent/guardian will be requested to leave the auditorium with the child. We reserve the right to not re-admit.
- Baby changing facilities are available in the stalls basement accessible toilet at the Theatre Royal.
- A limited number of booster cushions are available at the Theatre Royal for small children to have a better view.
- For reasons of Health and Safety, all children aged 13 years and under must be accompanied by a responsible adult (aged 18 +) at all times.
- Any published advice about age suitability for any productions is offered as a guide. It is the responsibility of the parent/guardian to determine the suitability of the event for their child.
NEWCASTLE THEATRE ROYAL TRUST BROCHURES, WEBSITE AND OTHER COMMUNICATIONS
- All details in Newcastle Theatre Royal Trust brochures, website and other communications are correct, errors and omissions excepted, at time of publishing but Newcastle Theatre Royal Trust reserves the right to alter 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 Feedback Team, Newcastle Theatre Royal Trust, Grey Street, Newcastle upon Tyne NE1 6BR or feedback@theatreroyal.co.uk. We endeavour to respond to all feedback within 10 working days.
- We do not operate a telephone complaints service.
TRADING ADDRESS
- Newcastle Theatre Royal Trust, 100 Grey Street, Newcastle upon Tyne, NE1 6BR. Telephone: 0191 244 2500, Fax: 0191 244 2512 and email boxoffice@theatreroyal.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. For information visit www.informationcommissioner.gov.uk.
THE LEGAL BIT
- To the fullest extent permissible in law, Newcastle Theatre Royal Trust shall be entitled to assign any of its rights or obligations under these Terms and Conditions
- None of the terms of this Agreement may be relied upon or enforced under the Contracts (Rights of Third Parties) Act 1999 by any third party that is not a party to this Agreement.
- If any provision of these Terms & Conditions is found to be invalid or unenforceable by a court, the invalid or unenforceable provision shall be severed or amended in such a manner as to render the rest of the provision/s and remainder of the Agreement valid or enforceable.Newcastle Theatre Royal Trust reserves the right to alter or amend these terms and conditions without prior notification.
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