Refund & Exchange Policy

In accordance with the Consumer Rights Act 2015, tickets for leisure services provided on a specific date or at a specific time are exempt from the usual 14-day cancellation right. Tickets are therefore non-refundable once purchased.

Exchanges may be offered, subject to availability and at the discretion of the theatre, to selected performances within our programme. Exchange requests must be made no later than 5 working days before the scheduled performance. Any difference in ticket price must be paid by the customer, and an exchange or amendment fee may apply in line with TicketSolve booking conditions. Tickets cannot be exchanged after this deadline.

As an alternative to an exchange, customers may request a credit voucher to be applied to their TicketSolve account. Credit vouchers are non-refundable, must be used within 12 months, and may be redeemed against future bookings, subject to availability.

If a performance is cancelled, customers will be entitled to a full refund, including any booking fees. If a performance is rescheduled, tickets will normally remain valid for the new date. Customers who are unable to attend the rescheduled performance may request either a refund or a credit voucher within a reasonable period following notification.

Where an event includes multiple performers or a published line-up (such as comedy or variety nights), the advertised line-up is subject to change. A change to the line-up, running order, or individual performers does not constitute a cancellation, and tickets will remain valid for the event. In such circumstances, customers are not eligible for a refund or exchange.

Requests for refunds or exchanges due to illness, medical emergencies, or other exceptional circumstances may be considered on a discretionary, case-by-case basis. The theatre reserves the right to request supporting documentation and is not obliged to offer a refund or exchange where notice is received after the stated exchange deadline.

The theatre is committed to supporting customers with access requirements. If a customer is unable to attend due to an access-related issue, a change in medical condition, or an unforeseen accessibility barrier, they are encouraged to contact the Box Office as soon as possible. We will make reasonable efforts to offer an exchange, credit voucher, alternative seating, or another appropriate resolution, subject to availability and operational constraints.

Booking fees are non-refundable, except where a performance is cancelled.

This policy does not affect a customer’s statutory rights.