Terms & Conditions


Definitions and interpretation

Event means an entertainment event including, without limitation, a concert, exhibition, theatrical and/or music event to be held at a venue in respect of which we have the right to sell you tickets.

Tickets means tickets or other types of evidence (including electronic tickets) for an event sold by us to you on behalf of the organisation responsible for the event for the right to occupy space at or to attend an event.

Venue means any facilities or locations of any nature where the event is being held.

York Citizen’s Theatre Trust Limited is our registered company, trading as York Theatre Royal.

You means you or anybody who, in our reasonable opinion, is acting with your authority or permission.

Promoter means the person, firm or company staging the event if different from us and the venue.

Group means group organisers, charities, travel and coach companies or other organisations that we have agreed to sell to, knowing that the tickets are intended for resale.


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 tickets constitutes acceptance of these Terms and Conditions.

A valid ticket must be produced to get into an event.  Removing any part of, altering or defacing the ticket may invalidate your ticket.

It is your responsibility to check your tickets as if a mistake has been made it cannot always be rectified after purchase.  Please check your tickets 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 tickets.  For example for non-seated events where there is a possibility of both the original and duplicate tickets being used, compromising the licensed capacity of the venue.

Duplicates may be issued at the discretion of the Promoter or the venue acting reasonably.  If duplicates are being issued, a reasonable administration charge may be levied.  We and the promoter 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.

Concessions apply to over 65s, under 18s, those in receipt of means tested benefits and students.  Proof of status must be shown.  If you are eligible, please ensure you request your concessionary ticket at time of purchase as it may not be possible to offer a reimbursement retrospectively.  We reserve the right to add or remove discounts at any time, only one discount type applies per ticket.

Registered disabled patrons may purchase a half-price ticket for themselves and a carer.  Proof of status must be shown.  If you require a wheelchair position pleases state at the time of booking as it may not be possible to accommodate a change retrospectively.

Price, payment and reservations

The price of the ticket shall be the price set at the time we accept your order.  All prices set are inclusive of any applicable taxes.  Ticket prices are inclusive of a 7.5% booking fee charged to promoters, which contributes towards the cost of running our box office

No order will be accepted until we have received full payment

If you are paying with York Theatre Royal Gift Vouchers, please check the expiry date carefully – expired tokens will not be accepted.

You can reserve tickets for 4 days.  If you have unpaid tickets on reservation, please collect them at least 30 minutes before the event starts as reserved tickets may be released for re-sale after that point.


Tickets can be collected from our box office, posted out, or printed at home if you book via our website.

A postage charge of £1.75 applies if you would like your tickets posted out.  There is no fee for print at home or collection from York Theatre Royal Box Office.  Delivery charges may vary for events for which York Theatre Royal is acting as ticket agent.

Tickets will only be delivered to the billing address of the debit card/credit card holder unless we specifically offer you the facility for tickets to be sent to an alternative address.

If your tickets are not being held at our Box Office, and you have not received your tickets from us 72 hours prior to the event, please contact us.

If tickets dispatched by Royal Mail ordinary post, special delivery or registered post are returned to us as “address unknown” We reserve the right to cancel your booking and make a refund of the ticket price only.

We reserve the right to make tickets available for collection at the venue box office.  You will be notified by telephone, email or in writing of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary.  Where there is not enough time to deliver tickets, you will be told at the point of purchase the arrangements for collection of your tickets.  Where you are collecting your tickets from us in person, there will be no charge made for the service.

If you are collecting your tickets from the venue Box Office, please have your acknowledgement of order and the credit/debit card used to make the order with you.  You will be able to collect your tickets up to 15 minutes prior to the start of the event.  Unpaid reservations will be released 30 minutes before the event start time.

For shows at other venues, tickets should be collected from that venue after 6pm on the performance day (from 1pm for matinees).

Changes to an event

The organiser of the event and/or the venue reserves the right to make alterations to the publicised event programme where reasonably necessary.

Refunds / exchanges

Tickets cannot be refunded after purchase unless the event is cancelled or rescheduled (subject to below) or where there is a material change to the programme of the event. We can exchange or try to re-sell unwanted tickets for a £1 administration fee per ticket, if presented to Box Office 24 hours before the event; however our own unsold tickets will take priority.

Tickets can only be exchanged for a different performance of the same Event.  No ticket refunds will be given on the announcement of a subsequent special offer.

Where an event is cancelled or rescheduled (subject to below) by the venue or promoter, where an event is cancelled or rescheduled due to circumstances beyond our control, or where there is a material change to the programme of the event, you will be entitled to claim a refund from us in accordance with this clause.

A ‘material’ change 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.  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 the venue’s or promoter’s rules.

Where such a refund is sought you must bring this to our attention as soon as possible upon becoming aware of such change, cancellation or where the event has been rescheduled, prior to the rescheduled Event.

The refund for tickets equals at least the face value price paid or, if the face value has been reduced by the Promoter, the discounted face value price paid in accordance with the STAR Code of Practice.  In order to claim your refund, please apply in writing to your point of purchase, enclosing your complete unused tickets, if received, promptly (e.g. within 3 months from the date of the event).  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, where payment was made by cash.

These Terms and Conditions do not and shall not affect your statutory rights as a consumer.


Personal arrangements including travel, accommodation or hospitality relating to the event, which have been arranged by you are at your own risk.  Liability for the cancellation or rescheduling of an event, or for material changes to an event, will be limited to the refund as set out in Section 6.

Cancelled / rescheduled 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 or email address you provide us with at the time of ordering.

Use of details and data protection

At York Theatre Royal we take your privacy seriously and will only use your personal information to administer your account, to provide the products and services you have requested from us and to tell you about forthcoming productions you may be interested in.  These details will include, where applicable, your name and contact details, credit/debit card or other payment details and special requirements such as those relating to any disability which may affect your chosen arrangement.

We will never sell your information to any third party organisation or allow any other organisation to use it for direct marketing unless you have agreed for us to share it.

If you have booked to see a touring company and at the time of booking agreed to allow your details to be shared with the touring company, we will share your details accordingly.

If you have booked for a production where York Theatre Royal is acting as a ticket agent, and at the time of booking agreed to allow your details to be shared with the producing company, we will share your details accordingly.

Your information will be kept active for the period that you continue to be our customer and 5 years from your last purchase.  After this point your record will be deactivated.  Information collected by us will be stored and processed in databases owned solely by York Theatre Royal.

To access your information either log in to your account online.  Alternatively email dataprotection@yorktheatreroyal.co.uk

Full details on how we collect and process personal data can be found in our Privacy Statement which is available on our website or can be requested from Box Office.

Resale/use of tickets and property

You may not resell or transfer a ticket if prohibited by law.  In addition, re-sales or transfers of tickets may be prohibited for certain events subject to specific Terms and Conditions of those events (for example but not exclusively limited to charity events or events where age restrictions may apply because of the content of the entertainment or licensing requirements).

Where a ticket is offered for resale in line with these Terms and Conditions, you must provide to the buyer full details of the ticket.  Full details include, if printed on the ticket, the block or tier, row and seat number.

Buyers must also be made aware of these Terms and Conditions and any other Terms and Conditions that are specific to the event.  You should check whether any special terms apply before offering a free ticket for resale.  Free Tickets are often provided for specific reasons limiting their transferability.

Void tickets

Any ticket obtained in breach of these Terms and Conditions shall be void and all rights conferred or evidenced by such ticket shall be void.  Any person seeking to use such a void ticket in order to gain or provide entry to an event may be considered to be a trespasser and may be liable to being ejected and liable to legal action.

Void tickets are non-refundable.

Restrictions on the purchase of tickets

Tickets may be restricted to a maximum number.  Any such restrictions shall be notified to you at the time you book the tickets.  We reserve the right to cancel tickets purchased in excess of this number and without the venue or promoter’s agreement, without prior notice unless the purchase of an excess was due to our error.

Conditions of admission

The management of the venue reserves the right to refuse ticket holders admission to the venue in reasonable circumstances including for health and safety, licensing reasons or where a ticket is void.

The management of the venue also reserves the right to request that ticket holders leave the venue at any point on reasonable grounds and may take any appropriate action to enforce this right.  By way of example, the venue may remove a ticket holder who:

a. has behaved in the venue in a manner which, in the reasonable opinion of the venue has, or is likely to affect the enjoyment of other visitors; or

b. uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provide a breach of the peace; or

c. in the reasonable opinion of the venue is acting under the influence of alcohol or drugs;


d. fails, when required, to produce proof of identity or age.

You must comply with instructions and directions given by venue staff and stewards.

No refunds will be given to ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the example above.

Restrictions and prohibitions

The use of equipment for recording or transmitting (by digital or other means) an audio, visual or audio-visual material or any information or data inside any venue is strictly forbidden.

Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed.

Any recording made of an event in breach of these conditions shall belong to the promoter.  The promoter and venue will not be liable for any loss, theft or damage to confiscated items.

By attending an event, ticket holders consent to filming and sound recording of themselves as members of the audience.  The promoter may use such films and recordings (including any copies) without payment.

Ticket holders shall not bring into the venue or display or distribute (whether for free or not) at the event any sponsorship, promotional or marketing materials.

Mobile telephones and messaging equipment must be switched off during the event.

Alcohol may only be consumed in the public bars and other authorised areas.  Only alcohol purchased on site may be consumed on the premises.

Smoking is not permitted unless within a designated smoking area (if any).

The following are not permitted within the venue:

a. animals (with the exception of assistance dogs);

b. laser pens;

c. your own food and drink (unless permitted by the venue);

d. any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives); and

e. illegal substances.

The management of the venue reserves the right to conduct security searches from time to time and confiscate any item which, in the reasonable opinion of the management of the venue, may cause danger or disruption to other members of the audience or the event or is one of the items not permitted in the venue as listed above.

Every effort shall be made to admit latecomers to events at a suitable break in the event, which may be the interval, but late admission cannot be guaranteed.

Ticket holders may only leave and re-enter the venue during an event at the discretion of the management of the venue.  Otherwise, there will be no re-admission or pass-outs of any kind.

The obstruction of gangways, access-ways, exits, entrances or staircases, congregating in non-designated areas or seeking entry to seats for which you do not hold a ticket is strictly forbidden.

Health and safety

Ticket holders must comply with all relevant statutes, safety announcements and venue regulations whilst attending the event.

If ticket holders have any special requirement or concerns about any special effects which may be featured at the event, prior notice should be provided when ordering tickets.  Special effects may include without limitation, sound audio visual, pyrotechnic effects or lighting effects.

Dispute resolution

If any dispute arises out of these Terms and Conditions, We will attempt to settle it.  To this end we shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to both parties.

Although this does not restrict your rights to pursue court proceedings, if we are unable to settle any dispute by negotiation within 21 days, the parties may attempt to settle it by mediation. To initiate a mediation a party must give written notice to the other parties to the dispute requesting mediation.  The mediation shall be conducted in accordance with the STAR Code of Practice and Dispute Resolution procedure current at the date of the referral which sets out the procedures to be adopted, the process of selection of the mediator and the costs involved, and which terms are deemed incorporated in this agreement.

STAR can be contacted at:

PO Box 43



Telephone: 0844 879 4272

Email: info@star.org.uk


If we delay or fail to enforce any of these Terms and Conditions it shall not mean that we have waived our right to do so.


We shall be entitled to assign any of our rights and obligations under these Terms and Conditions provided that your rights are not adversely affected.


If it is found by a Court that any of these Terms and Conditions for any reason cannot be enforced, this shall not prevent the other provisions from continuing to apply.

Third parties

Any person, other than the venue or promoter, not a party to these Terms and Conditions shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions.  The Act can give rights under some contracts to third parties who are not parties to those contracts but in this case only we, the venue, the promoter and you (or your assignees permitted hereby) have rights and obligations under this contract.

Force majeure

For the purposes of these Terms and Conditions, “Force Majeure” means any cause beyond our control including without limitation, act of God, war, insurrection, riot, civil disturbances, acts or terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments.

We will not be liable to you for failure to perform any obligation under these Terms and Conditions to the extent that the failure is caused by Force Majeure.  This Clause does not affect the terms of Clause 6.

Amendments and variations

We intend to rely on the written terms set out here in this document as well as the written Terms and Conditions of the venue and the promoter.  You should read the Terms and Conditions carefully before entering into the contract to ensure that they contain everything that you consider has been agreed.  If they do not then you should speak to any member of staff.  After the contract has been made, these Terms and Conditions cannot be varied or amended in any respect unless both you and we agree and it is preferable that this is in writing.

No partnership or agency

Nothing in these Terms and Conditions and no action taken by you or us under these Terms and Conditions shall create, or be deemed to create, a partnership, joint venture or establish a relationship of principal and agency or any other relationship between you and us beyond the relationship created under these Terms and Conditions.

Entire agreement

These Terms and Conditions, and the Terms and Conditions of the venue and the promoter and any specially agreed terms constitute the entire agreement between the parties in connection to, its subject matter, and supersede any previous Terms and Conditions, agreement or arrangement between the parties.

Each of the parties agrees that it has not entered into these Terms and Conditions in reliance on, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity (whether negligently or innocently made) by any person (whether party to these Terms and Conditions or not) other than as expressly set out in these Terms and Conditions.

Noting in this clause shall operate or limit or exclude any liability for fraud.

Governing law and jurisdiction

These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English Courts.

Cookies and website usage of data

We use cookies on our site (yorktheatreroyal.co.uk) for a number of purposes. They help us to provide you with a good experience when you browse our website, and also allow us to improve our site. By continuing to browse the site, you are agreeing to our use of cookies.

A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer if you agree. Cookies contain information that is transferred to your computer’s hard drive.

We use the following cookies:

Strictly necessary cookies

These are cookies that are required for the operation of our website. They include, for example, cookies that enable you to log into secure areas of our website and use the online ticketing service,

Analytical/performance cookies.

They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users find what they are looking for easily.

Functionality cookies.

These are used to recognise you when you return to our website. This enables us to personalise our content for you, greet you by name if appropriate and remember your preferences (for example, your choice of language or region).

Targeting cookies.

These cookies record your visit to our website, the pages you have visited and the links you have followed.

We do not store personal information such as bank details, postal or email addresses in a cookie.  Most web browsers are set up to accept cookies.

If you do not wish to receive cookies, you may be able to change the settings of your web browser to refuse all cookies or to notify you each time a cookie is sent to your computer, giving you the choice whether to accept it or not.

If you would like further information on cookies, please visit the BBC Webwise reference, or the Information Commissioner’s Office website.

This website uses Google Analytics, a web analytics service provided by Google, Inc. (Google).  Google Analytics uses ‘cookies’ which are text files placed on your computer, to the website analyse how users use the site.  The information generated by the cookie about your use of the website (including your IP address) will be transmitted to and stored by Google on servers in the United States.  Google will use this information for the purpose of evaluating your use of the website, compiling reports on website activity for website operators and providing other services relating to website activity and internet usage.  Google may also transfer this information to third parties where required to do so by law, or where such third parties process the information on Google’s behalf.  Google will not associate your IP address with any other data held by Google.  You may refuse the use of cookies by selecting the appropriate settings on your browser, however please note that if you do this you may not be able to use the full functionality of this website.  By using this website, you consent to the processing of data about you by Google in the manner and for the purposes set out above. You can view the Google Privacy Policy here.

York Theatre Royal is not liable for any damages arising in contract, tort or otherwise from the use of or inability to use this site or any material contained in it, or from any action or decision take as a result of using the site.  The materials on this site comprise the view of York Theatre Royal.  This site may offer links to other sites thereby enabling you to leave this site and go directly to the linked site.  York Theatre Royal is not responsible for the content of any linked site or any link in a linked site.  The links are provided to assist visitors to York Theatre Royal’s website and the inclusion of a link does not imply that York Theatre Royal endorses or has approved the linked site.