These Terms and Conditions will be updated as and when appropriate, and you should check this page from time to time to take notice of any changes we have made, as they are binding.

Tickets

All tickets and discounts are subject to availability. The Exchange reserves the right to introduce discounts, price changes, artist and performance alterations without prior notification. Discounts and offers apply to full price tickets only with a maximum of one discount per ticket.

Please check carefully the date and time of your booking(s) as mistakes cannot be rectified at a later date.

The Management reserves the right to make any alterations to the advertised programme which may be rendered necessary by unavoidable cause.

Right of admission is reserved; if purchasing tickets which require identification, you are required to bring relevant ID on the night of the performance.
The Exchange reserves the right to place restrictions on the number of tickets purchased and to enforce this if you purchase more tickets over multiple transactions.
The Exchange reserves the right to refuse to sell tickets to anyone they believe to be purchasing for the purposes of resale.

In order to book tickets online, you will need to click a box to confirm your acceptance of these terms and conditions of sale. If you don’t accept these terms, you will not be able to order tickets from our website.
All completed orders will be confirmed by email to the email address given while booking. If you do not receive a confirmation email within 24 hours, please email the box office exchangetwickenham@stmarys.ac.uk Please check your tickets immediately upon receipt, as we cannot guarantee that mistakes can be rectified at a later time.

For all performances, E-tickets will be sent by email. These do not have to be printed – you can show them on your smartphone for us to scan on entry. Please ensure the brightness is turned up for the scanners to read the QR code.

Your visit

On arrival, please check your tickets for your seat number(s) and follow signage to the entry point.
Please don’t bring any large bags to the theatre. There is no cloakroom. You must keep belongings with you at all times.

Refunds, returns and exchanges

The Exchange regrets that it is unable to refund tickets unless the performance is postponed or cancelled. Tickets may be exchanged for another performance of the same production (subject to availability), on condition that your exchange can be processed at least 48 hours before the performance (7 days for group bookings).
In the event that The Exchange or the relevant Third Party is unable to perform on the date(s) agreed because the performance in question is no longer available or viable, or is abandoned when less than half the performance has taken place, The Exchange will refund to you the face value of the tickets purchased (excluding any delivery charges or ancillary expenditure incurred). Where a performance has been cancelled or abandoned when more than half of the performance has taken place The Exchange may, at its discretion (and provided any relevant Third Party agrees), refund to you the face value of the tickets purchased (excluding any delivery charges or ancillary expenditure incurred).

In the event that The Exchange is unable to perform or deliver a session or event on the date(s) agreed because an event is no longer available or must be abandoned, The Exchange will endeavour to reschedule the affected session(s), we will inform you of this as soon as possible. If you are unable to make the rescheduled date, or should rescheduling not be possible, we will issue a full refund for the event / session (excluding any delivery charges or ancillary expenditure incurred). For these purposes an event or session shall not be treated as abandoned if it is discontinued after one half of the event or session has been completed.
Refunds will only be paid to the person who purchased the tickets, and to the payment method originally used. We will endeavour to contact you as soon as possible using the details provided at the time of booking, or that we hold for you on our database. It is your responsibility to update us of any changes in contact details.
As the Management reserves the right to make any alterations to the advertised programme which may be rendered necessary by unavoidable cause, no refunds will be given in the event that a named performer is unable to appear.

Resales

If the production is sold out, we can accept tickets for resale. However, we do not guarantee that tickets can be sold and The Exchange reserves the right to sell other seats before resales.

Force Majeure

We will not be liable for any failure to perform, due to Events outside of our reasonable control (Force Majeure). Such events include any act, Event, omission or accident beyond our reasonable control and includes 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 we have to cancel a performance or abandon it part way through due to such events, 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.

Safety and Enjoyment

• Latecomers will be asked to wait until a suitable break in the performance before being admitted to the auditorium or other venue.
• The Exchange will not permit glass containers to be brought into the auditorium.
• Please note that strobe lighting, smoke effects and gunshots are sometimes used in productions.
• Children can NOT be unaccompanied in the theatre under the age of 14. Any child who is accompanying another minor in the theatre must not be under the age of 16.
• Smoking inside the buildings is prohibited, as is taking of photographs and use of recording equipment.
• Mobile devices must be switched off, or on silent with vibrate disabled, when inside the auditorium.
• We may film some performances to live-stream to a wider audience, or take photographs or record film for archive, publicity or marketing purposes. We will always notify audiences in pre-show emails if a photographer or filmmaker will be present at a performance. Buying a ticket affirms your consent to the filming, sound recording and/or photography of yourself as a member of the audience and its use in archive, publicity, marketing, live-streams and any subsequent broadcasts and/or publication.
• The Exchange does not permit dogs into the Theatre, foyer or bar, with the exception of assistance dogs.
• The Exchange cannot be held responsible for the loss or damage to your personal property whilst at the venue. If your lost property is found on the premises we will store it for 4 weeks.
• Any aggressive or abusive behaviour directed towards our staff or members of the audience will not be tolerated and anyone displaying such behaviour will be asked to leave. We consider abusive language (whether verbal or written) including threats, personal verbal abuse, derogatory remarks, rudeness, inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations to be abusive behaviour.

Security

We may conduct random bag searches. We advise not bringing large bags or suitcases to the theatre as there is no cloakroom to store them in.

Third-Party events

On occasion The Exchange may act as a ticket agent to sell tickets on behalf of another company, organisation or promoter. Once purchased, tickets for third party events cannot be exchanged, returned or resold. Any enquiries relating to third party events should be directed to the relevant organisation.