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Terms and Conditions


This Admissions Policy applies to all theatres operated by LW Theatres (“the Company”). By entering or attempting to enter one of the theatres operated by the Company you have accepted the terms contained in this Admissions Policy.Entry and Security 1.1 The Company reserves the right to refuse admission in reasonable circumstances including for health, safety and licensing reasons or where a ticket is void.1.2 Customers are advised that CCTV is in operation at the Company’s theatres for the purpose of crime prevention and public safety.1.3 Security searches are a condition of entry to protect the safety of all customers and staff. We may conduct searches of clothing, bags and other items on entry and exit at our theatres. The Company thanks customers in advance for their co-operation.1.4 Customers are not permitted to bring any items into the theatre which are illegal or are deemed by the theatre management (at their sole discretion) to pose a health and safety risk, affect the enjoyment of others, cause disruption to the performance or cause damage to the Company’s property. Further details can be found on our security information page.1.5 Customers may not bring their own food or drink into the theatre, but empty reusable water bottles will be permitted. If a customer has specific medical requirements in this respect they should ask to speak to a member of theatre management upon arrival.1.6 Customers should avoid bringing large suitcases or bags to the theatre as these may not be admitted and cloakroom availability cannot be guaranteed.1.7 Latecomers will only be admitted into the auditorium at a suitable break in the performance, but admission cannot always be guaranteed and refunds or exchanges for an alternative performance will not be given.1.8 Customers may only leave and re-enter the theatre at the discretion of the theatre management, otherwise there will be no re-admissions of any kind.Age Restrictions 2.1 Babies and children under 4 years of age will not be admitted into the auditorium unless the production is specifically advertised as being suitable for children under the age of 4.2.2 All children under the age of 16 must be accompanied by an adult aged 18 years or over, who must be seated with the child and accompany them throughout their visit. It is the customer’s responsibility to check the suitability of a performance for any children in their party regardless of any official age recommendation guidance.2.3 In the interests of other customers, parents or guardians may be asked to take noisy or disruptive children out of the auditorium.Conduct 3.1 Any customers who are intoxicated or are disruptive, abusive or violent towards theatre staff, audience members or performers will be ejected from the theatre. In such circumstances no refunds will be given.3.2 The Company reserves the right to refuse to serve alcohol to any customer that appears to be intoxicated or likely to become intoxicated and to ask for proof of age prior to serving any alcohol.3.3 Customers must comply with reasonable instructions and directions given by theatre management and front of house staff.3.4 Mobile phones, tablets, digital or smart watches and any other electronic equipment should be disabled when inside the auditorium to avoid disturbing the performers and other customers.3.5 The unauthorised use of video, photographic and other recording equipment of any kind is strictly prohibited in the auditorium. The Company reserves the right to delete any unauthorised recordings and to eject any customers who are suspected of making recordings from the theatre.General 4.1 The Company does not accept responsibility for the loss or damage of any personal property or for any liability (to the fullest extent permitted by law).4.2 Smoking and vaping are not permitted inside the theatre.4.3 Any comments or complaints regarding the view from a seat or the audibility of the performance should be made promptly to a member of theatre management before or during the performance.4.4 Performances may be filmed or recorded on occasion. Ticket holders automatically consent to the filming or sound recording of themselves as audience members. If you have any objections to being filmed or recorded please speak to a member of the theatre management before the performance begins.4.5 Animals are not permitted inside the theatre, with the exception of assistance dogs.4.6 The theatre will make all reasonable efforts to forewarn customers if stroboscopic lighting may be used in the performance. Customers with known medical conditions who may be susceptible to such lighting effects are advised to seek further advice prior to their visit.4.7 The Company reserves the right to vary the terms of this Admissions Policy for specific productions or events. Any such variations will be notified to customers prior to or on arrival at the theatre.Comments are always welcomed from our customers to help improve our service. Please either speak to a member of staff during your visit or write to us:LW Theatres Group Ltd 65 Drury Lane London WC2B 5SPEmail: customer.relations@lwtheatres.co.uk*A Relaxed Performance is a specially adapted show, modified for adults and children who might benefit from a more relaxed environment.


apply. In the of any conflict between the respective terms and conditions, Conde Nast’s apply in respect of the Show and LW Theatres apply with respect to the Theatre.These Terms and Conditions relate to the sale of tickets for theatre shows held at theatres owned by the LW Theatres and Adelphi Theatre Company (The Company). Please note that the Adelphi Theatre is co-owned with the Nederlander Group.Tickets may be purchased online through The Company’s website (or through the website of an official authorised agent), by phone or directly through a theatre box office. Online bookings may be subject to booking fees which will be indicated to you prior to placing an order. All purchasers of tickets must be 16 years of age or over. The Company reserves the right to make alterations to the advertised time, programme or cast of a theatre production without being obliged to refund monies or exchange tickets. Tickets cannot be refunded unless a performance is officially cancelled. If a performance is cancelled ticket holders will be offered alternative performances (subject to availability) or a credit voucher up to the seat value on the ticket or a refund of the seat value. The Company will not be liable for any additional expenses incurred by customers in the event of a cancelled performance. Tickets, including hospitality packages, for all events are non-refundable once purchased. It is possible to add refund protection at the point of purchase from our partner Booking Protect. By adding refund protection, you or anybody in your party will be able to claim back a full refund should you be unable to attend the booked event due to reasons outside of your control. This includes things such as accident, injury or illness. A full list of terms and conditions can be found here: https://www.lwtheatres.co.uk/refund-protection Tickets for long-running productions in LW Theatres venues, purchased at full price, may be exchanged for the equivalent or higher value up to 48 hours prior to the performance, subject to availability. An exchange fee of £3 per ticket will apply. Tickets for one-off concerts or events are non-exchangeable. Please visit our FAQs page to find out more information. Every member of the audience, regardless of age, must be in possession of a valid ticket in order to gain entry to the theatre. Ticket holders only have a right to a seat of the value corresponding to that stated on the ticket and The Company reserves the right to provide alternative seats to those stated on a ticket. All tickets remain the sole property of The Company. The Company will not tolerate any form of abusive or aggressive behaviour towards its staff. The Company reserves the right to decline to respond to, or to disengage with, customers who behave in an abusive or aggressive manner in our theatres or who write abusive or aggressive correspondence, messages or comments, including the right to refuse to address refund requests and complaints in such circumstances. If a customer cannot or does not want to attend the production and they cannot or do not want to exchange their tickets, tickets purchased through LW Theatres can be put up for re-sale through The Company’s official re-sale partner – Twickets. Visit here for more information. http://lwtheatres.twickets.live/ If a customer has purchased a hospitality package and their show tickets are successfully resold, their hospitality tickets will be exchanged for a credit voucher. Tickets are not guaranteed to be re-sold. The delivery methods available for tickets from LW Theatres are:

E-Ticket: this will take the form of a pdf attachment to an email which will contain all the ticket information and barcode that will grant access to the venue. The E-Ticket must be scanned at the venue to gain entry. For paperless entry, it can be scanned from a mobile phone. Customers can also print it out themselves to have a hard copy, should they wish. This delivery method is free of charge to the customer.

Mobile Ticket: where available, customers will be able to download these to their digital wallet app to store on their phone, compatible with iPhone, Android and Google phones. The mobile ticket must be scanned at the venue to gain entry. This delivery method is free of charge to the customer.

Post: this carries a £2 charge per transaction and delivers hard tickets through the post. The physical tickets must be scanned at the venue to gain entry. Confirmation of purchase will be provided on completion of the booking transaction in a durable medium, via email. Tickets with valid barcodes/QR codes for entry may be delivered any time up to 24 hours prior to the performance. Tickets are non-transferable and must not be resold or transferred to any person or entity for commercial gain or otherwise. If any tickets are resold or transferred (or are attempted to be resold or transferred) for commercial gain by anyone other than official resellers of The Company, then the tickets will become void and the ticket holder will be a trespasser and may be refused entry to, or ejected from, the theatre. In such circumstances, The Company will not be under any obligation to offer a refund and such person may be liable to legal action. If one person buys multiple tickets, the provision by the purchaser of the tickets to their guests will not constitute a breach of the transfer restrictions under these terms and conditions (provided that the provision of tickets to guests is not made for commercial gain). However, the purchaser agrees that by purchasing tickets, they have agreed to these terms and conditions on behalf of themselves and their guests and the purchaser shall at all times be responsible for their guests’ compliance with these terms and conditions. All Lottery, Day Seats, and tickets purchased at a group or promotional rate are non-refundable and non-exchangeable. The Company may restrict ticket sales to a maximum number per person or household and reserves the right to cancel any tickets purchased in excess of this number. English law and jurisdiction shall exclusively govern all of the above Terms and Conditions.