Terms & Conditions

Spa Pavilion Limited (“Our”, “Us” and “We”) Box Office - Terms and Conditions of Sale and Booking

1. Use of the Box Office a. These terms and conditions (“Terms”) apply to tickets sold through Our online box office (“Website”) and directly by telephone or in person. Please read these Terms carefully before placing your order. You acknowledge that by purchase you agree to be bound by these Terms. If you do not accept these Terms, you must not place an order for any tickets. b. The information contained in this document has been prepared solely for the purpose of providing information about performances and making bookings for these performances and must not be used for any other purpose. c. By accessing the website you will be assuming all risks associated with the use of this site, including risk of your computer, software or data being damaged by any virus which might be transmitted or activated via Our Website or your access to it. d. You will only use the Website for personal private use.  

2. Orders and Payment a. The published price of the ticket (“Price”) includes a £4 booking fee. This charge covers administration, ticketing and financial costs. A £2.50 Restoration Levy is also included in the published ticket price. b. You acknowledge and agree that the Price may be subject to change and variation from time to time. c. You shall pay for the tickets using one of the methods specified.  Your Order shall not be placed or confirmed until we have received your payment. d. Your Order constitutes an offer to Us to buy Tickets. All Orders are subject to acceptance by Us, and We will confirm such acceptance to you by one of: handing you the tickets; sending you an e-mail attaching your Tickets; confirming that your tickets are held at The Spa for collection, as applicable (“Order Confirmation”). The contract between us will only be formed when We send you the Order Confirmation (“Contract”). e. It is your responsibility to check the Tickets that are subject to your Order and We are under no obligation to rectify any mistakes once the Contract has been formed in accordance with clause 2a above. f. We will not be responsible for any tickets that are lost, stolen or destroyed. g. Once purchased tickets may not be re-sold or transferred for profit or commercial gain by any other outlet than the Spa Pavilion Box Office or one of its authorised agents. Failure to comply will make the ticket void. As such, tickets re-sold at any price in excess of the face value will be void and therefore entry to the theatre may be prohibited.

3. Delivery Tickets will be supplied by email or may be held for collection for telephone orders.  Unless you have purchased from us in person and been handed printed tickets, it is your responsibility to print the tickets sent by email prior to the date of the event, or to ensure that these are available for Us to inspect on a mobile device with a sufficiently large screen to make all parts of the ticket easily visible to the naked eye.  You may not be admitted to the event without a valid ticket.  We shall not be liable for any failure by you to print or otherwise display the tickets.

4. Refunds and Exchanges a. Unless otherwise expressly stated in these Terms, you will not be able to cancel an Order after it has been accepted by Us, nor are you entitled to a refund for any tickets purchased by you, even if you are unable to attend the event. The cancellation rights contained in the Consumer Protection (Distance Selling) Regulation 2000 (as amended) do not apply to the sale of Tickets. b. If the event is cancelled by Us, with no alternative performance offered, you will be entitled to a refund of the Price, less any booking and restoration fees, postage and/or card charges. Refunds must be claimed within 1 month from the date of the event. c. The Management reserve the right to alter the programme, cast and times due to unforeseen circumstances or reasons beyond Our control. If the event is re-scheduled by us, you will be advised of the replacement performance date as soon as possible. Your tickets will automatically be transferred to the alternative performance date, with the same seats. There will be no refund option in this case. Where an event is cancelled or postponed due to a ‘force majeure’ event, such as a national pandemic flu outbreak restricting population movement, re-scheduled dates or alternative events, at our absolute discretion, will be offered as soon as practical. No refund of tickets will be made. c.  We will use reasonable endeavours to notify you if an event is cancelled or rescheduled, but you acknowledge and agree that it is your responsibility to check whether an event has been cancelled or rescheduled and we have no liability for any failure to notify you. If you ensure that your contact details are accurate and up to date, it will make our attempts at contacting you, should it prove necessary, more likely to be successful.

5. Conditions of admission a. You shall comply with all policies, procedures and safety announcements in force at the venue at which the event is to be performed, including any security procedures in place from time to time. b. We reserve the right to refuse you and/or your guests admission to any event if in Our reasonable opinion admission of the holder to the Venue might be a risk to the safety of the audience and/or the holder and/or affect the enjoyment of the audience and/or the running of the performance, for example if the holder appears to be under the influence of drink and/or drugs and/or is acting aggressively. b. We reserve the right to request patrons to leave the premises – we do not tolerate any inappropriate, aggressive or rude behaviour towards other ticketholders or our staff or performers. c. Some performances may contain high noise levels, pyrotechnics and strobe lighting. Every effort will be made to notify customers by way of signage on the evening. However, Spa Pavilion Ltd cannot accept responsibility for any issues resulting from the above and you should check with Us prior to purchase of any tickets if such things are of importance to you. d. You should retain your ticket as it may be required for re-admission. e. Animals are not permitted within the venue, with the exception of verified and properly trained assistance dogs f. some shows/performers will encourage standing or dancing. However this is not a right and we ask all patrons to be considerate of others. Standing will block the view of those sitting, some may be unable to stand. Therefore we reserve the right to ask you to remain seated, and if other audience members request this of you, you should comply. Dancing/Standing is NOT permitted in front of the stage.

6. Accuracy We use reasonable endeavours to ensure that the information contained on the Website is correct at time of being published. We reserve the right to make alterations.

7. Data Protection We process your personal data in accordance with all applicable data protections laws, as set out in our Privacy Notice.

8. Limitation of Liability a. If We fail to comply with these Terms, We shall only be liable to you for the Price of the tickets and We are not responsible for any other loss, damages, costs or expenses you suffer.  b. We only supply tickets for private use. You agree not to use the tickets for any business or re-sale purposes and, notwithstanding clause 9a, We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity, howsoever arising. c. We do not in any way attempt to exclude or limit Our liability for:           i.death or personal injury caused by Our negligence;           ii. fraud or fraudulent misrepresentation by Us;           iii. any breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); iv. any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); v. any other matter for which it would be illegal for Us to exclude or attempt to exclude Our liability.

9. Events Outside Our Control   a. We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by events outside Our reasonable control, which may include strikes, lock-outs or other industrial action,  civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport, impossibility of the use of public or private telecommunications networks and the acts, decrees, legislation, regulations or restrictions of any government (“Force Majeure Event”).   b. Our performance under these Terms is deemed to be suspended for the period that the Force Majeure Event continues, and We will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which Our obligations under these Terms may be performed despite the Force Majeure Event.

10.    Variation Of The Terms We have the right to revise and amend these Terms from time to time, including but not limited to making changes to reflect current market conditions affecting our business, changes in technology, changes in payment methods and changes in relevant laws and regulatory requirements.

11.    General a. If any of these Terms are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which shall continue to be valid to the fullest extent permitted by law.   b. These Terms and any document expressly referred to in them represent the entire agreement between you and Us in respect of your use of the Box Office and Our Website and your use of the Tickets, and shall supersede any prior agreement, understanding or arrangement between you and Us, whether oral or in writing.   c. You acknowledge that in entering into these Terms, you have not relied on any representations, undertaking or promise given by or implied from anything said or written whether on the Website, the internet or in negotiation between you and Us except as expressly set out in these Terms. For the avoidance of doubt, these terms are not capable of being waived by any of our staff or representatives and will always prevail in any dispute.   d. These Terms are governed by and construed in accordance with English law. The Courts of England and Wales shall have exclusive jurisdiction over any disputes arising out of these Terms.

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