Terms and Conditions

Right of Entry Policy

Background.

This Admissions Policy applies to all events programmed or produced by Harlow Playhouse either on site at Harlow Playhouse or on another site operated by Harlow Playhouse. By entering or attempting to enter any venue operated by the Harlow Playhouse you have accepted the terms contained in this Admissions Policy.

Harlow Playhouse is a licenced venue and not a public place and a member of the public cannot insist on being there.

There is a common law right to refuse entry to Harlow Playhouse at the discretion of the Designated Premises Supervisor [Mr Rory Davies, Artistic Director, Harlow Playhouse, DPS], provided the refusal is not on grounds of any protected characteristic or socio-economic status, being refused actual entry to premises is a simple extension of the right of refusal to serve.

Harlow Playhouse door supervisors are acting on behalf of, or under instructions from the DPS and therefore can exercise the right of refusal on the DPS behalf.

Harlow Playhouse understand It is unlawful to discriminate in providing goods or services to the public on grounds of protected characteristic or socio-economic status. Otherwise, a customer can be refused service. Harlow Playhouse will take care to ensure that a customer is not suffering from a medical condition which might appear to have the same characteristics as someone who is drunk.

When considering whom to allow into Harlow Playhouse and who to serve, Harlow Playhouse always bear in mind the promotion of the licensing objectives, especially preventing crime and disorder and protecting children from harm.

Harlow Playhouse will always refuse entry and service to a person whom is deemed to be drunk.

Entry and Security

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

  • Customers are advised that CCTV is in operation at the theatre for the purpose of crime prevention and public safety. Security Operatives may be deployed using body worn video cameras this is for both customer and operative safety.
  • Security searches are a condition of entry to protect the safety of all customers and staff. random bag and person searches may be in place during your visit. These measures ensure co-operation with statutory regulations and make sure all of our customers visits are both safe and enjoyable.
  • 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 Harlow Playhouse property.
  • 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 staff upon arrival.
  • Customers should avoid bringing large suitcases or bags to the theatre as these may not be admitted.
  • 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.
  • 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. There are exceptions made during our relaxed performance.

 

Age Restrictions

  • All children under the age of 15 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.
  • In the interests of other customers, parents or guardians may be asked to take noisy or disruptive children out of the auditorium.

Conduct

  • 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.
  • Harlow 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.
  • Customers must comply with reasonable instructions and directions given by theatre management, front of house staff and security operatives.
  • 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.
  • The unauthorised use of video, photographic and other recording equipment of any kind is strictly prohibited in the auditorium. Harlow Playhouse reserves the right to delete any unauthorised recordings and to eject any customers who are suspected of making recordings from the theatre.
  • Customers should be mindful of how their behaviour could affect the enjoyment of others, customers should comply when asked to stop talking, dancing, or singing.

 

 

 

General

  • Harlow 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).
  • Smoking and vaping are not permitted inside the theatre.
  • 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.
  • 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.
  • Animals are not permitted inside the theatre, with the exception of assistance dogs.
  • 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.
  • 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

Certain exceptions to this policy will be made for neurodivergent customers to ensure they can fully enjoy their visit to the theatre and during all relaxed performances, a member of the Harlow Playhouse team will always be happy to speak through individual requirements prior to your visit to ensure we can provide exceptional customer experience.   

 

Ticketing

TICKETS

  • All Tickets are sold subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with Us prior to purchase, as purchase of Ticket(s) constitutes agreement of these Terms and Conditions. A valid Ticket must be produced to get into an Event. Please notify Us of any access requirements at the time of booking. Removing any part of, altering or defacing the Ticket may invalidate Your Ticket.
  • It is Your responsibility to check Your Ticket(s) as mistakes cannot always be rectified after purchase. Please check your Ticket(s) on receipt carefully and contact us immediately if there is a mistake.
  • We will not be responsible for any Ticket that is lost, stolen or destroyed.
  • It is not always possible to issue duplicate ticket(s). For example for non-seated events where there is a possibility of both the original and duplicate ticket(s) being used, compromising the licensed capacity of the venue. Duplicates may therefore be issued at the discretion of Harlow Playhouse acting reasonably. If an e Ticket is reissued only the most recent version will be valid, previous tickets will be void and entry to the venue may not be permitted.
  • We reserve the right to provide alternative seats at an Event to those specified on the Ticket if the staging of the Event reasonably requires, provided they are of no less value to that stated on the Ticket.
  • Where a concession is claimed, proof of identity and concession entitlement (for example of age or student status) may be required.
  • Possession of a Ticket does not confer any rights (by implication or otherwise) on You to use, alter, copy or otherwise deal with any of the symbols, trade marks, logos and/or intellectual property appearing on the Ticket.

PRICE AND PAYMENT

  • The price of the Ticket shall be the price set at the time We accept Your order. All advertised prices are inclusive of any applicable taxes and per Ticket booking fee (where applicable) but exclusive of any per transaction, collection or delivery fee.
  • No order will be accepted until We have received full payment in cleared funds. We reserve the right to cancel any booking which We reasonably suspect to have been made fraudulently.
  • All concessions and discounts are subject to availability, they may be restricted to certain price levels and performances and can be withdrawn by Harlow Playhouse without notice
  • Only one concession or discount is available per ticket.
  • Only one concession or discount can be applied per ticket and cannot be applied retrospectively once your order has been accepted. Discounts do not apply to packages and ancillary items or services unless stated at the point of sale.

 

DELIVERY

  • Unless We offer You an alternative delivery method at point of sale, Your Tickets will be delivered as an e Ticket to the email address provided by You. Your e Ticket must be printed or presented on a mobile or tablet device. If printed, Your e Ticket must be clearly printed to scale on plain A4, clean, white paper. Problems with printing will not be our responsibility. Unauthorised duplication of Your e Ticket may prevent Your admittance to the Event. Harlow Playhouse is not responsible for any inconvenience caused by unauthorised duplication. If unauthorised duplicates appear Harlow Playhouse reserves the right to refuse entry to all Ticket holders and may credit the original purchaser the face value, which will constitute full remuneration. Any duplicate Ticket issued by Harlow Playhouse, will render the original e Ticket null and void.
  • E-Tickets will only be delivered to the email address provided at the time of booking. Hard copy ticket(s) will only be delivered to the billing address of the debit/credit card holder unless We specifically offer You the facility for Ticket(s) to be sent to an alternative address.
  • E Tickets will be issued within 1 working day unless otherwise stated in your confirmation email. Hard copy ticket(s) will arrive no later than 5 Working Days before the date of the performance. If Your Ticket(s) are not being held at the box office, and You have not received Your Ticket(s) from us 5 Working Days prior to the Event, please contact Us.
  • If Ticket(s) or Gift Voucher(s) dispatched by Royal Mail ordinary post, special delivery or signed for post are returned to Us as ‘addressee unknown’ We reserve the right to cancel Your booking and make a refund of the Ticket or Gift Voucher price only.
  • We reserve the right to make Ticket(s) available for collection at the Venue box office. You will be notified at point of sale, by telephone, by email or in writing of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary.
  • Where e Ticket(s) cannot be dispatched or there is not enough time to dispatch Ticket(s) by post, We will inform You about the arrangements for collection of your Ticket(s).
  • We reserve the right to make Ticket(s) available for, or change the delivery method to, collection at the Venue box office where we suspect that Ticket(s) have been misused or resold in breach of our Terms and Conditions. We will notify You by email or telephone of the arrangements for collection.
  • If You are collecting Your Ticket(s) from the Venue box office, You must have an acknowledgement of order sent by Us to You, and the credit/debit card used by You to purchase Ticket(s). You may also be required to present Your photo ID.

 

CANCELLED/RE-SCHEDULED EVENTS

  • It is Your responsibility to ascertain whether an Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event. Where an Event is cancelled or re-scheduled, We will use Our reasonable endeavours to notify You using the details You provided Us with at the time of ordering. We do not guarantee that You will be informed of such cancellation before the date of the Event.
  • It is Your responsibility to inform Us of any change to the contact address, telephone number or email address You provide Us with at the time of ordering.

REFUNDS/EXCHANGES

  • Our policy is that tickets cannot be refunded, unless the event is cancelled or postponed. We are also unable to exchange tickets between events, unless it is a showing of the same production. Tickets may be able to be returned or credited to your account, at the management’s discretion, if an event has sold out and the tickets can be sold on to other customers.
  • A refund request form can be filled out, if your circumstances are exceptional. This decision is made between theatre management & the production company of that show. Post show refunds can be requested up to 72 hours after the event. This form can be requested via [email protected].
  • Credits can only be used over the phone or in person.
  • A ‘material’ change to the programme of the Event is a change which, in Our reasonable opinion, makes the Event materially different to the Event that purchasers of the Ticket, taken generally, could reasonably expect. A change of cast or the use of understudies in a theatre performance shall not be a material change.
  • Where an outdoor Event is cancelled or curtailed because of adverse weather, We shall not be liable to make any refund or pay any compensation beyond the refunds that may be payable under Harlow Playhouse standard terms.
  • Where such a refund is sought due to cancellation, rescheduling or a material change to the programme of the Event, The refund for Ticket(s) equals the price paid by You to Us for such Ticket, including the applicable per Ticket booking fee but excluding the per transaction collection or delivery fee.
  • Refunds shall only be made to the person who purchased the Tickets and, when possible, be made using the same method as was used to purchase the Tickets except, at Our discretion.
  • These Terms and Conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice, or the Competition and Markets Authority.

 

General

Ticket Reservations

  • Schools and groups over 20 tickets can reserve seats for three days or longer through our sales team.

CHILDREN UNDER THE AGE OF 2

  • Children under the age of 2 will not require a ticket, if they are sitting on an adults lap. From then, children up to the age of 16 will be classed as a concession ticket, where applicable. This may vary if the performance is a children’s show.
  • Some productions are suitable for children aged three upwards. For performances of a shorter duration, or aimed at younger audiences, it may be suitable to bring children under three years old. In such circumstances, children under two years old may not need a ticket if they sit on a family member’s lap (babies cannot remain in a baby chair). Please consult with our sales team when planning bookings for younger children.

Booking Fee

  • A booking fee of £1.50 is generally included within our advertised ticket prices
  • The booking fee is waived for Harlow Playhouse Members.

Essential Companion Membership

  • We offer Essential Companion Membership to patrons who rely on assistance from carers when visiting the theatre. Registered patrons purchasing a ticket for an event will benefit from an accompanying complimentary ticket for their carer. Please see our dedicated Essential Companion Membership Page for full terms and conditions, including how to apply.