Booking information

BOOKING

Booking is quick and easy on our website. If you have any problems Box Office will be available to help Monday to Saturday on email booking@theatreroyal.org . If you have booked with us before, you will already have an account with us. To book online you will need to log into your account using the email address we hold for you and the password that you created. If you have forgotten your password you can create a new one during the booking process.

THEATRE TOKENS

To book using Theatre Tokens please email booking@theatreroyal.org or call us on 01284 769505 and we will organise your booking for you.  Unfortunately Theatre Tokens cannot be redeemed online.

BOX OFFICE

Our Box Office team is a little smaller than it was as we financially recover from many months of closure so please bear with us.

Our team will be available Monday to Saturday 10am to 6pm but will be closed for lunch between 1.30pm and 2pm.  You can call us on 01284 769505.  Please leave a message if we aren’t able to answer immediately, we will get back to you as soon as we can.

E-TICKETS

When you book tickets you will receive two emails from us.  The first will be a confirmation of your booking – this is not your ticket.

Your e-tickets will be sent in a separate email soon after.  This will include a barcode which you will need when you arrive for your performance. The e-ticket can be printed and shown when you arrive at the theatre for your booked event or can be shown on an electronic device such as a smartphone or iPad. You can log into your account on our website at any time and view your booking and access your e-ticket.  You can also update your contact details, payment cards and contact preferences.

PRE-PAID CAR PARK

We are continuing with the ability to pre-pay for car parking in the Greene King car park for evening and weekend performances.  We recommend that you book these here when you book your show tickets but pay-on-arrival will also be available. The rear entrance to the theatre will be open again which has easy access from the car park and is well signposted.  Please note, this route does have some steps.  Those will access needs can be dropped off at the front of the theatre prior to parking.

The financial stability of the theatre relies on the support of our audiences in the form of ticket sales.  It is important for us to protect ourselves, our visiting companies and the livelihood of our actors, technicians, production, sound and lighting crews so please be aware of our ticket return policy.

Pantomime Booking Conditions – Schools & Large Groups

Schools and large group bookings can be held on reservation while arrangements/number are confirmed.  The booking will be confirmed once payment is received. Once payment is received, the booking will be considered confirmed.

A confirmed booking can be amended to reflect small changes in attendance but cannot be cancelled after this point.

If the pantomime is cancelled by Theatre Royal, for any reason, the booking will be refunded in full or can be rescheduled to another date if possible.

UNABLE TO ATTEND DUE TO A POSITIVE COVID TEST?

If you, or any of the ticket holders in your party, are unable to attend a performance due to a positive Covid test result, on presentation of proof of that positive result, we will offer the following:

If you have had a positive Covid test result more than 48 hours before the performance start time but within 10 days of the performance start time you can pass your tickets on to someone else, receive the value of your ticket in the form of theatre credit (which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue), request a refund to the original payment card or donate the value of the ticket back to the theatre. All returns are subject to a £1.75 handling fee per ticket. All refunds are subject to proof of a positive Covid test.

If you have had a positive Covid test result within 48 hours of the performance start time you can pass your tickets on to someone else, receive the value of your ticket in the form of theatre credit (which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue) or donate the value of the ticket back to the theatre. All returns are subject to a £1.75 handling fee per ticket.

Cancelled or Rescheduled Performances (Temporary Covid Policy)

In the event that a performance is cancelled by us (for whatever reason) but is rescheduled to a new date.  All existing bookings will automatically be transferred to the new date.  All bookers will be contacted by email informing them of the new date and, at that point, they will have the option to accept the new performance date or request a full refund.  This can be taken in the form of theatre credit (which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue), a refund to the original payment card or donated back to the theatre.

In the event that a performance is cancelled by us (for whatever reason) and cannot be rescheduled we will offer all ticket holders a full refund.  This can be taken in the form of theatre credit (which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue), a refund to the original payment card or donated back to the theatre.

Refunds for Cash or Cheque Purchases (Temporary Covid Policy)

Refunds for tickets purchased in person at the Box Office using cash or cheque will be made by Bank Transfer. 

UNABLE TO ATTEND OR SIMPLY CHANGED YOUR MIND?

Any requests for ticket returns, not related to a positive Covid test, but more than 48 hours before a performance will be issued in the form of theatre credit which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue. Remember you can also pass your tickets on to someone else who is able to attend. All returns are subject to a £1.75 handling fee per ticket.

Any requests for ticket returns, not related to a positive Covid test, within 48 hours of a performance will only be possible if the ticket can be re-sold and will be issued in the form of theatre credit which can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops within 2 years of the date of issue. Remember you can also pass your tickets on to someone else who is able to attend. All returns are subject to a £1.75 handling fee per ticket.

Attending The Theatre During a Pandemic (Temporary Covid Policy)

It is the responsibility of us all to do what we can to limit the spread of viruses.  Please do not attend the theatre if you have had a positive Covid test, you believe you may have Covid and are waiting for test results or have been advised to self-isolate.

For peace of mind we recommend taking a lateral flow test prior to your visit and only attending if you receive a negative result.

THEATRE ROYAL CREDIT

Theatre Credit must be used within 2 years from date of issue and can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops. Credit can be redeemed online.  To view or use your credit simply log into your Theatre Royal account on the website www.theatreroyal.org and go to VIEW ACCOUNT and then ACCOUNT CREDIT.  When you are ready to book using your credit, put the tickets that you would like purchase into your basket and at the point of payment you will be given the option to pay or part-pay using your available credit.

RESERVATIONS

For group bookings (10 or more people) we are happy to hold tickets for 7 days while you confirm the arrangements with the rest of the group. After 7 days payment for the booking will be required to secure the tickets.  If more than 14 days passes with no payment and no contact, the tickets will be released and available for resale.

For school booking this reservation period can be extended to allow for parent confirmation and payment to be collated.

All reservations must be made through the Box Office.  Reservations cannot be made online.

BOOKING FEES

We do not charge booking or credit card fees but if you would like to add a donation to support our work it would be most appreciated.

STORAGE

We regret to inform that we are unable to look after bags or luggage during performances due to having no secure cloakroom. Therefore, for security reasons we ask audiences to avoid bringing bulky items with them. We do have a rail to the left of the Box Office where you are more than welcome to leave any coats and/or umbrellas, however, please be aware that this is not a secured area and leaving any items here is at your own risk.

EARLY BOOKING

Our ticket prices are subject to change as the theatre fills, so book early to secure your favourite seats at the best possible price.

To ensure the best experience for our audiences and actors on stage, often the Upper Circle and Gallery are not offered for sale until the pit and dress circle are sold. To encourage having the front of the auditorium full and to offer good seats at accessible prices, tickets in the front of the auditorium are often priced at £10.50 each.

RESTRICTED VIEW

Some seats offer a restricted view, when booking there will be an icon over the seats which you can hover over for more information.

LATE ARRIVALS

We will do our best to seat late arrivals safely but it may be necessary to wait until the interval.

CUSTOMERS WITH ACCESS NEEDS

Wheelchair users and customers requiring assistance should contact the Box Office booking@theatreroyal.org and we will help you find the seat most suitable for your needs.

 

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