1. Ticketing Terms and Conditions

1.1 Tickets may be purchased online through The Factory Playhouse website or by phone 01462 677808. Bookings may be subject to booking fees which will be indicated to you prior to placing an order.

1.2 Tickets purchased for performances at The Factory Playhouse are non-refundable.

1.3 However, in the event that a show is sold out and a resale opportunity becomes available, we may offer a refund at our sole discretion. This will only apply under circumstances where resale is possible and another ticket buyer can be found for your ticket. Tickets are not guaranteed to be re-sold.

1.4 Exchanges can be made for the same production, subject to availability, with a £3 administrative fee per ticket. This must be paid for at the time of exchange. Tickets cannot be exchanged for a different show/ production.

1.5 The Factory Playhouse 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.

1.6 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 refund of the seat value. The Factory Playhouse will not be liable for any additional expenses incurred by customers in the event of a cancelled performance.

1.7 Every member of the audience, regardless of age, must be in possession of a valid ticket in order to gain entry to the theatre. Children under the age of 16 must be accompanied by and sat next to a parent or guardian who is at least 18 years old.

1.8 The Factory Playhouse will not tolerate any form of abusive or aggressive behaviour towards its staff. We reserve the right to decline to respond to, or to disengage with, customers who behave in an abusive or aggressive manner in our theatre or who write abusive or aggressive correspondence, messages or comments, including the right to refuse to address refund requests and complaints in such circumstances.

1.9 It is the responsibility of the customer to verify receipt of emails containing both the confirmation of ticket purchase and the tickets. If you have not received either of these emails, please check your deleted, junk or spam email folders as some email providers divert emails junk or spam folders, for which The Factory Playhouse is not responsible and shall not be liable to the customer for any refunds or exchanges of tickets in these circumstances.

1.10 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.

2. Admissions

2.1 The Factory Playhouse reserves the right to refuse admission in reasonable circumstances including for health, safety and licensing reasons or where a ticket is void.

2.2 Customers are advised that CCTV is in operation at the Factory Playhouse for the purpose of crime prevention and public safety.

2.3 Security searches may be 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. We thank customers in advance for their co-operation.

2.4 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.

2.5 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.

2.6 Customers should avoid bringing large suitcases or bags to the theatre as these may not be admitted and there is no cloakroom available.

2.7 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.

2.8 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.

3. Age Restrictions

3.1 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.

3.2 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.

3.3 In the interests of other customers, parents or guardians may be asked to take noisy or disruptive children out of the auditorium.

4. Conduct

4.1 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.

4.2 The Factory Playhouse 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.

4.3 Customers must comply with reasonable instructions and directions given by theatre management and front of house staff.

4.4 Mobile phones, tablets, digital or smart watches, laser pens and any other electronic equipment should be disabled when inside the auditorium to avoid disturbing the performers and other customers.

4.5 The unauthorised use of video, photographic and other recording equipment of any kind is strictly prohibited in the auditorium. The Factory Playhouse reserves the right to delete any unauthorised recordings and to eject any customers who are suspected of making recordings from the theatre.

5. General

5.1 The Factory Playhouse does not accept responsibility for the loss or damage of any personal property or for any liability (to the fullest extent permitted by law).

5.2 The Factory Playhouse does not accept responsibility for the behaviour of other customers in the theatre.

5.3 Smoking and vaping are not permitted inside the theatre.

5.4 Any comments or complaints regarding matters affecting a customer’s enjoyment of the performance should be made promptly to a member of theatre management before or during the performance. Refunds will not be considered if comments or complaints regarding matters affecting the customer’s enjoyment of the performance have not been made before or during the performance.

5.5 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.

5.6 Animals are not permitted inside the theatre, with the exception of assistance dogs.

5.7 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.

5.8 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.

6. Accessibility

6.1 Please be advised that The Factory Playhouse Theatre is located on the first floor and does not have lift access. As a result, it is not fully accessible to individuals with mobility impairments. We apologise for any inconvenience and encourage you to contact us for further assistance or information on alternative arrangements.