Terms and Conditions of sale /admittance


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

Please check tickets carefully as mistakes cannot always be rectified after purchase. When purchasing tickets online it is the responsibility of the customer to check all details are accurate before completing the transaction.

Hull Culture and Leisure Ltd is not responsible for tickets lost, stolen or destroyed.

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

Tickets can be purchased using all major debit/credit cards, cash or theatre tokens

Postage fee

£1.20 per ticket postage and admin fee

Booking Fee

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

*Exclusions apply: tickets under £10, group bookings of 10+, school bookings and Extras members


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

Discounts are only available on full priced 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All discounts are offered subject to availability and may be withdrawn at the decision of management without prior notice and may be restricted to specific performances and price levels.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 and management discretion for an admin fee of £1 per ticket, up to 24 hours prior to the event unless there are exceptional circumstances and your original tickets must be returned to Hull City Hall Box Office at least 24 hours before the original performance.

Lost tickets may only be replaced at management discretion no earlier than 1 hour prior to performance for an admin fee of £1 per ticket (not available for standing tickets).    

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 three working days for selected events only, please check at the time of booking. Management reserve the right to cancel the reservation after three days without notifying the customer. Reservations are not available in the week of the show.

Group bookings over 20 tickets can be held for a non-refundable deposit of £1 per ticket for a period of up to two months but must be paid for four weeks before the event takes place. 

Conditions of admittance

Management reserve the right to refuse admission or request a ticket holder to leave the premises in reasonable circumstances including but not limited to 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. If you refuse a security search, you will not be admitted and will not be given a refund. Customers will be refused entry if they attempt to enter the venue with a prohibited item.

We advise customers to arrive no later than 30 minutes prior to the event start time to allow for these checks and also recommend customers only bring essential items to events. If you are bringing a group, please ensure all members of your group are aware of the security searches and the recommended time to arrive at the venues.

Refreshments are available from the venue's licensed bars, therefore only food and drink purchased on the premises is permitted into the venues. However, management discretion will be applied for the following items at selected events (excluding standing concerts and sporting events): 

  • Water in sealed plastic water bottles (glass bottles, cans etc are strictly prohibited)
  • Empty plastic reusable water containers - drinking water is available free of charge on request
  • Sweets and confectionery

Refreshments purchased on site may be taken into the auditorium in plastic containers only.

Please contact the Box Office in advance to check event eligibility if unsure.

Prohibited items will be appropriately confiscated or disposed of, with food and drinks items currently being donated to local food banks. 

Appropriate discretion will be made for those with medical requirements and/or special needs we ask that this is communicated to the venue in advance of your visit for ease of entry, please contact us with your booking details on box.office@hcandl.co.uk.

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.

If you purchase a ticket which has a restricted view, you will be informed of the restriction at the time of booking and your ticket will state restricted view. However, if a restricted view subsequently occurs due to the specific technical staging of individual shows we will attempt to notify customers and endeavour to re-seat if possible.  Refunds will not be given in these circumstances.

Management reserve the right to re-seat customers into alternative seats for reasons beyond our control. This will be into a seat of the same or higher value where 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 to 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.


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 two weeks prior to the event will be released for general sale

  • Hull City Hall has space for six wheelchairs at seated events and a viewing platform for up to four 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 where possible.   

Under 16s / Babes in Arms

We advise that most shows are unsuitable for children under the age of three years old except children's 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.  At standing concerts no under 8s will be permitted to attend and under 14s are not permitted in the standing area.  

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.

Marketing Information/ Data Protection

When you contact us for the first time either in person, over the phone or by registering on our website you will be asked how you prefer to be contacted in the event of essential communication ie changes to your booking.  You will also be asked whether you wish to receive marketing materials by post/email. If you would like to check/ amend your contact preferences you can log into your online account and change your settings at any time or please contact us on theatre.marketing@hcandl.co.uk

You have the right to opt out of any marketing communication at any time:

Email marketing:  use the unsubscribe button on any email we have sent you

Postal marketing: email us at theatre.marketing@hcandl.co.uk or write to Hull City Hall Box Office, Queen Victoria Square, Hull. HU1 3RQ

Third parties

Hull Theatre work with touring promoters and on occasion will provide them with general information such as ticket sales, demographic and geographical information, however your personal details will not be shared unless you have agreed to this at the point of sale.


Admission to our venues is subject to adherence to the latest guidance regarding Covid-19 procedures.  Please read the latest customer information https://www.hulltheatres.co.uk/keeping-audiences-safe