Terms and Conditions of sale

Tickets

All tickets are sold subject to availability and agreement to these terms and conditions, which should be read carefully prior to purchase as purchase of tickets constitutes acceptance to these terms and conditions.

Please check tickets carefully as mistakes cannot always be rectified after purchase, please contact the box office immediately if there is a mistake.

Hull Culture and Leisure are not responsible for tickets lost, stolen or destroyed

In exceptional circumstances alternative seats to those specified on your ticket may need to be provided

Postage fee

£1.20 Ticket postage and admin fee

Booking Fee

Please be aware a Booking Fee of £1.50 per ticket* is effective from 1st September 2017. This applies to tickets booked online, over the phone and in person.

*Exclusions apply to: Tickets under £10, Groups bookings of 10+, School bookings and Extras members

Discounts

Concessions apply to students, over 65’s, registered unemployed, children up to the age of 16 people with disabilities and their carers. 

Discounts are only available on full price tickets, only one discount per ticket applies and proof of eligibility must be provided to the box office. 

All discounts are offered subject to availability and may be withdrawn at the decision of management without prior notice and may be restricted to specific performances and price levels. 

No refunds will be offered on pre-booked tickets on announcement of subsequent special offers. 

All special offers are subject to availability and only one discount applies.  Management reserve the right to withdraw or change the terms of any offers without notice. 

Refunds and Exchanges

Tickets cannot be refunded or exchanged unless the performance has been cancelled or rescheduled.  Tickets bought from third party agents must be refunded at the original point of purchase. It is your responsibility to ascertain whether an event has been cancelled or rescheduled, we will attempt to notify you using the details you provided us with at time of booking but cannot guarantee that you will be notified of a cancellation. 

It is your responsibility to inform us of any change of address or contact details at time of booking.  Refunds will only be paid to the person who purchased the tickets and where possible the original method of payment.  Personal arrangements including travel, accommodation or hospitality relating to the event are made at your own risk and will not be refunded

If you would like to exchange tickets for another performance of the same event we will be happy to do so subject to availability for a fee of £1, your original tickets must be returned to Hull City Hall Box Office at least 24 hours before the original performance.

Ticket resales

In the event of a sold out show, we may at the discretion of management endeavour to resell tickets on your behalf at a charge of £1 per ticket.  Tickets to be re-sold will need to be returned to the Hull City Hall Box Office at least 24 hours in advance of the performance.  Tickets still available take priority over any resale tickets and original fees / postage will not be refunded.  Re-sale is not guaranteed.

Waiting list

A waiting list system is now operational for sold out events.  Please provide name, contact details and the quantity of tickets required and you will be informed if tickets become available, there is no obligation to purchase at this point.  Submissions to the waiting list do not guarantee tickets will become available. 

You may not resell or transfer tickets to third parties. 

Ticket reservations

Reservations are available for 3 working days for selected events only, please check at the time of booking.  Reservations are not available in the week of the show.

Group bookings over 10 tickets can be held for a non-refundable deposit of £1 per ticket for a period of up to 2 months but must be paid for 4 weeks before the event takes place. 

Conditions of admittance

Management reserve the right to refuse admission or request a ticket holder leave the premises in reasonable circumstances including health and safety, behaviour or ineligibility to attend.  No refunds will be offered in these circumstances.

All personal belongings are the owner’s responsibility whilst on the premises.

Management reserve the right to conduct security searches and confiscate any prohibited items or items which may be considered to cause danger or disruption to the event or other audience members.

Latecomers may be asked to wait for a suitable break in the performance before taking their seats.

All venues have a no smoking policy in accordance with the law.  This includes electronic cigarettes

No photography, audio or visual recording equipment is allowed, any person found with these may be asked to leave and the recorded material may be destroyed.

Ticket holders consent to being shown as members of the audience in any official filming, photography and sound recording i.e. if a performance is to be televised at a later date.

Refreshments are available from our licensed bars, please note only food and drink purchased on the premises can be consumed.  Refreshments may be taken into the auditorium in plastic containers only, subject to management approval and may not be available at all events

If you purchase a ticket which has a restricted view, you will be informed of the restriction at time of booking and your ticket will state restricted view.  If a restriction occurs due to the specific performance / staging we will attempt to notify customers and endeavour to re-seat if possible.

At seated events, other members of the audience may stand up during the performance which may block your view if you choose to remain seated or if they are taller than you. Refunds and compensation will not be offered if your view is restricted in this way. 

Management reserve the right to make alterations in published event programmes or cast for reasons beyond our control.  Refunds will not be offered if an understudy performs in a theatre performance in place of a named cast member.  Customers are advised that certain events may be advertised in local or national media prior to announcement by the venue and beyond the control of the management

There is a Duty Manager available at all events and we advise any issues or queries are raised immediately to them or any member of staff to ensure swift resolution.

Access

Sennheiser infra-red systems are available from the Duty Manager.  These must be booked in advance from the Duty Manager with a refundable deposit of £10 and I.D.

If you require assistance in order to be able to attend an event we operate a carer goes free policy.  Please provide proof of eligibility at the box office to claim

Assistance dogs are welcome but please notify the box office at time of booking.  Owner is responsible for the dog whilst on the premises.

Please notify the box office at time of booking if a wheelchair position is required.  Wheelchair spaces which remain unsold 2 weeks prior to the event will be released for general sale

  • Hull City Hall has space for 6 wheelchairs at seated events and a viewing platform for up to 4 wheelchairs is available at standing concerts and certain events, please check at the time of booking.  Access to the main floor is via a lift on Paragon Street. 
  • Hull New Theatre has space for up to 10 wheelchairs at all events with flexibility to add additional spaces if required.  There is level access into the main entrance, with lift available to stalls and bar levels. 

If you require assistance to access our facilities and seating during your visit please request at the time of booking or see any member of venue staff on arrival who will be pleased to help     

Under 16’s / Babes in Arms

We advise that most shows are unsuitable for children under the age of 3 years old except children shows.  Please check suitability and age limits at time of booking. Children under 14 must be accompanied and supervised by a responsible adult at all times and venue staff accept no responsibility for any unaccompanied children under 18.

Babes in Arms tickets can be obtained for babies under 12 months to sit on the lap of a parent / carer at selected shows which are specifically aimed at children please check availability at time of booking, a ticket must be obtained from the box office.  Management reserves the right to ask parents / supervisors to leave if the child is causing a disturbance to other customers.

Baby changing facilities are available.

Data Protection

We will only send marketing communications if you have indicated you are happy with this during the booking process.  To be added to our mailing list please send your details to theatre.marketing@hcandl.co.uk , you can opt-out at any time. 

We may still need to contact you in the event of cancellation or change to the event. 

We will not share or sell personal information to any third party without your advance permission.