Ticket Terms

These terms and conditions apply to all and any tickets purchased or received for all and any Thornbury Musical Theatre Group (TMTG) performances and events and references in these terms to 'performances' will also include events.

Tickets are sold and managed using a third-party provider TicketSource.  Please refer to the TicketSource Customer Purchase Policy for information.

Ticket Purchase

• The price of any Tickets will be as quoted on our website or at our box-office, except in cases of obvious error.

• The prices include any VAT applicable but exclude any delivery costs.

• To purchase a ticket we may request your name, address, telephone number and/or email address.  This is to allow us to validate tickets on entry or to contact after purchase if required.

• If you are under 18 years old you may purchase Tickets only with the involvement of your parent or guardian.

• Payment for all Tickets must be by cash, cheque, bank transfer (BACS), credit/debit card in person/over the phone or credit/debit card online.  

• Tickets will not be issued until payment is received.

• Any bank transfer (BACS) payments must contain your booking reference.  TMTG may not be able to process and/or return funds transferred without a valid booking reference.  BACS details availble on request.

• Your booking may be blocked if you leave a single "orphan" seat at the end of the row or between you and another booking.

• Postage of tickets is handled by our box-office supplier TicketSource.  Please refer to their terms and conditions for more information.

• For Health & Safety reasons, wheelchair users are only permitted in designated wheelchair spaces.  You must state at time of booking you require a wheelchair ticket.  Wheelchair tickets may only be available by contacting the boxoffice directly.

• All ticket discounts are subject to limited availability and at the discretion of the Box Office. Discounted tickets cannot be booked in conjunction with or combined with any other reductions or offers.

• Please check carefully the venue, date and time printed on the front of your ticket as mistakes cannot always be rectified after the booking has been confirmed.

• Only tickets purchased through our approved channels are guaranteed to be valid.  Tickets purchased via third parties or resellers may not be authentic. (Approved channels include TicketSource, our telephone box office number and our in-person box office.)

Reservations

• A reservation is when a ticket is reserved for yourself but not paid for.  A reservation can only be made by contacting the box-office directly by phone or email (online or in person transactions must be paid for at the time of booking). 

• A reservation does NOT guarantee entry to a performance.  A reservation will only be converted into a ticket when payment is received.

• Reservations will only be held for up to a maximum of two weeks at which point the tickets may be released and resold.  This may be extended at the discretion of the box-office.

• Any unpaid reservations remaining 20 minutes before the start of a performance may be released and resold dependant on demand.  This may be extended at the discretion of the box-office.

Exchanges, Refunds & Resales

• We will exchange tickets for TMTG productions received at the Box Office in advance of the performance for a booking at the same price. This service is offered free of charge and subject to availability.

• We may exchange tickets for TMTG productions received at the Box Office in advance of the performance for a booking at a different price or across multiple events. This exchange may require you to contact our ticketing provider directly and may come at a cost of up to £1.50 per booking.

• Tickets can be cancelled and refunded ONLY in the event of a completely cancelled performance or other exceptional circumstances.  This service is provided at the discretion of the Box Office and at a cost of up to £1 per booking.

• You may ask the Box Office to resell tickets for TMTG productions but we cannot guarantee a resale and we reserve the right to sell remaining tickets before returned tickets. This service is provided at the discretion of the Box Office and will exclude any fees paid (including but not limited to, booking fees, delivery fees and service fees).

Rules of Admission

• You need a valid ticket which must be produced on arrival in order to enter the auditorium.  The ticket may be in the form of a printed ticket, a printed e-Ticket or an e-Ticket displayed on a mobile device.  Ensure that your ticket has the booking reference and barcode visible on entry.

• Where seats are numbered the ticket is only valid for the seats referenced on it.  You may not transfer seats once within the autoditorium except under the explicit consent of the Font of House manager.

• In exceptional circumstances the Front of House manager or Box Office manager may exchange your seats for seats of equivelent value and visibility.

• Your ticket must of the appropriate category (e.g. adult/concession/wheelchair/etc.).  You may be asked for proof of age or status to validate your ticket type.

• We reserve the right to refuse admission in reasonable circumstances (for example disruption within the venue) or to request any ticket holder to leave the theatre and take appropriate action to enforce this right.  In these instances TMTG is not obliged to refund the ticket or exchange for another performance.

• If you arrive later than the advertised start time or you need to leave the auditorium for any reason then you may be asked to wait until a suitable break in the performance before you can take your seat. This may be the interval.  In these instances TMTG is not obliged to refund the ticket or exchange for another performance.

• The advertised running time may change so please check with the Box Office on the day of the performance.

• To ensure our audience safety TMTG may conduct occasional security searches which may include searching your bag before entering the auditorium.  We retain the right to refuse admission for any reasonable security concerns.  In these instances TMTG is not obliged to refund the ticket or exchange for another performance.

• Your ticket can only be refunded in the event that the performance is cancelled. Details of our Ticket Exchange and Resale Policy are set out above.

• We reserve the right to make alteration to the advertised details for the performance at short notice (for example cast changes). In these instances TMTG is not obliged to refund the ticket or exchange for another performance.

• Reselling your ticket for profit or commercial gain warents the ticket as void.  We may require proof of ID to validate your ticket.  

• Duplicating/copying your ticket may cause the duplicates and/or the original ticket to become void.  We may use software on entry to the auditorium to ensure duplicated tickets are refused entry.  In these instances TMTG is not obliged to refund the ticket or exchange for another performance.

• On rare occasions the performance or public areas may be filmed, sound recorded or photographed. Buying a ticket affirms your consent to the filming, sound recording and/or photography of yourself as a member of the audience and possible subsequent broadcasts/publication.

• We cannot be held responsible for the loss or damage to your personal property whilst at the venue.

• Strobe lighting, smoke effects (including smoking on stage), loud bangs and gunshots are sometimes used in productions. Please contact the Box Office for further details.

• The unauthorised use of cameras, videos or any other sort of audio or visual recording equipment is strictly forbidden and you may be requested to leave the theatre without notice.  In these instances TMTG is not obliged to refund the ticket or exchange for another performance.

• Mobile phones, pagers and digital watches must be turned off at all times in the auditorium.

• For Health & Safety reasons, wheelchair users are only permitted in designated wheelchair spaces.

• We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control (Force Majeure Event).  A Force Majeure Event includes any act, event, omission or accident beyond our reasonable control and includes (as well as others) such things as: terrorist attack, fire, flood or natural disaster, epidemics, impossibility of the use of means of public or private transport, or public or private telecommunications networks or the threat of any of these things.  If a Force Majeure Event occurs, we may have to cancel a performance or abandon it part way through and our obligations to you are deemed to be suspended for the period that the Force Majeure Event continues. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations may be performed despite the Force Majeure Event.

Liability

Our liability to you (whether in contract, tort (including negligence) or otherwise) is limited to the purchase price of the Tickets you have purchased.  We will not accept liability for any indirect, special or consequential losses, including (for example) loss of profits, revenue, transport costs, contracts, data or goodwill.  These terms of use do not affect your statutory rights as a consumer.  Nothing in these terms limits our liability for death or personal injury caused by our negligence or for any other matter for which it would be illegal for us to limit, or attempt to limit, our liability.

Changes

We may revise these terms of use at any time by amending this page. You should check this page from time to time to take notice of any changes we have made, as they are binding on you.

Any Contract will be subject to the terms in force at the time that you order Tickets from us, unless any change to these terms is required to be made by law or governmental authority (in which case it may apply to orders previously placed by you).