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Terms & conditions

General Terms & Conditions

  • By accepting your order a legally binding contract between Theatre Royal (Norwich) Trust Ltd and you is created. This contract shall be governed by and interpreted in accordance with English law, and the English courts shall have jurisdiction to resolve any disputes.
  • By placing your order you warrant that all details you provide to us for the purpose of booking, ordering or purchasing goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the ticket or service. If there are any changes to the details supplied by you it is your responsibility to inform us.
  • Tickets are sold by Theatre Royal (Norwich) Trust Ltd on behalf of producers, promoters and third party event organisers. Registered Charity No.262259
  • Theatre Royal (Norwich) Trust Ltd reserves the right to alter or vary the performance / event due to events or circumstances beyond their control without being obliged to refund monies or change tickets. This does not affect your statutory rights.
  • Theatre Royal (Norwich) Trust Ltd cannot guarantee the appearance of any cast member at any at any performance.
  • Theatre Royal (Norwich) Trust Ltd take the safety of our venue very seriously and we want customers to feel confident to attend and enjoy live events. We will always be vigilant, and reserve the right to implement additional security measures such as bag checks. Lasers/knives/sharp items/fireworks/flares/ smoke bombs/any items which could be used as a weapon will be confiscated and may result in admission being refused.
  • Theatre Royal (Norwich) Trust Ltd staff are authorised to refuse admission to the Theatre Royal, Playhouse or Stage Two and reserve the right to do so if in their absolute judgement your conduct is such that it is likely to disrupt or disturb other persons attending the theatre. Theatre Royal (Norwich) Trust Ltd also reserves the right to terminate your permission to be on the premises and remove you therefrom in similar circumstances.
  • The use of mobile phones within the auditorium may be permitted during certain performances. Where this is the case it will be communicated prior to the performance starting.
  • The making of recordings or photography, with or without flash, within the auditorium are strictly forbidden.
  • Theatre Royal, Playhouse and Stage Two are non-smoking establishments. Smoking including e-cigarettes is not permitted inside these premises.
  • Theatre Royal (Norwich) Trust Ltd cannot be held responsible for any personal property.
  • Hot Drinks, Glasses or Chinaware are not permitted into the auditoria. Only drinks purchased in containers provided at the bars are permitted unless otherwise stated.

Tickets

  • All tickets are subject to availability.
  • All ticket prices in print and online are subject to change at any time. Always check for the most up to date prices with Box Office directly on 01603 630000 or online at norwichtheatre.org
  • Up to £1.50 of the ticket price paid for certain shows goes to the Building Improvement Fund.
  • It is a condition of sale in respect of all tickets that a ticket is only valid for admission to the performance it was booked for if at no time it has been sold or exchanged at a price or value that is more than the price paid for it at the Theatre Royal, Playhouse  or Stage Two Box Offices. Any ticket which has been at any time sold in contravention of this condition is void and will not admit the holder to the to the performance.
  • Confirmation of receipt of your order by e-mail does not guarantee the ticket sale (internet sales only).
  • Every member of the audience must be in possession of a valid ticket. Altered or defaced tickets will not be valid.
  • It is the responsibility of the customer to ensure tickets in their possession are for the correct date and time; please check your ticket carefully as mistakes cannot be rectified after the event. Customers attempting to use to use tickets for an incorrect date or time will not be admitted.
  • All bookings made via the Telephone, Online or in person are subject to a £2.80 per transaction fee; bookings made within 7 days of the performance will be available for collection at the Box Office.
  • Subject to proof and at the discretion of the Box Office lost tickets will be replaced free of charge.

Ticket Resell & Exchange

  • If you cannot use tickets already paid for, Theatre Royal (Norwich) Trust Ltd can exchange them for another performance during the run (min 7 days notice required). Alternatively, and at management discretion, tickets can be offered for resale to personal callers where similar tickets are otherwise unavailable. To exchange or resell tickets, the originals must be returned to the Box Office. Either service is subject to a handling charge of £2 per ticket.
  • Except to the extent of the above two services or in the event of cancellation of a performance no refund or part thereof is available after a ticket is purchased.

Cancelled or Rescheduled Shows

  • Theatre Royal (Norwich) Trust Ltd will notify ticket holders of a show/performance cancellation with reasonable endeavours. However, we cannot guarantee that ticket holders will be informed before the date of the performance due to circumstances beyond our control.
  • If a show/performance is rescheduled then ticket holders will be offered an equivalent value ticket of their original purchase.
  • We shall no liability to you for any damage, defect or loss arising from any events or circumstances beyond our reasonable control. This includes failure to deliver or supply tickets or other goods or services you have ordered, any delay in doing so, or for any failure to commence or complete any performance.

Latecomers

  • Possession of a valid ticket authorises admission of the holder to the auditorium immediately before the performance begins but once the performance has begun the following applies. To avoid disturbing the audience and performers, latecomers will not be allowed access to the auditorium until a suitable point in the performance designated by the company, which may not be until the interval. It may be possible to follow the performance on closed circuit television in the bars.

Younger Audiences

  • Any published advice about age suitability for any performances is offered as a guide. It is the responsibility of the parent/guardian to determine the suitability for their child.
  • For certain shows, babies and children under 3 are welcome and may share a seat with you. For shows which do not qualify for this option, we regret children under 3 are not admitted to the  auditorium.
  • Baby changing facilities are available in the accessible toilet adjacent to the Circle Lounge. A limited number of booster cushions are available for small children to have a better view.
  • For reasons of Safeguarding, all children aged 14 and under must be accompanied by a responsible adult (aged 18+) at all times.

Communications, Brochures & Promotions

  • Whilst every effort is made to ensure that all promotional information supplied is accurate, you are advised to take appropriate precautions to verify such information. Theatre Royal (Norwich) Trust Ltd expressly disclaims all liability for any direct, indirect or consequential loss or damage occasioned by the user’s reliance on any statements, information or advice contained in Theatre Royal (Norwich) Trust Ltd print, on the website or any other promotional material generated by the organisation.
  • All information within the Theatre Royal, Playhouse  & Stage Two Brochures, Website and Other Communications are correct at the time of publishing. However, Norwich Theatre reserves the right to make alterations without prior notice.

Data Protection

  • All personal information and data is managed in accordance with UK/European General Data Protection Regulation and the Privacy and Electronic Communication Regulation. For more information visit https://ico.org.uk/for-the-public/.

Feedback

At Norwich Theatre we are committed to ensuring we provide all of our audiences, customers, visitors and donors with the best quality experience. If you would like to provide feedback on any aspect of your experience, we’d like to hear from you, so we can learn and improve our service, systems and practices.

We promise to:

  • Provide a fair procedure for receiving feedback which is clear and easy to use
  • Publicise our procedure for receiving feedback so that people know how to make a complaint
  • Investigate complaints in a timely way
  • Treat you with courtesy and fairness
  • Keep a record of feedback received, and where required our responses

If your feedback relates to a performance, or your visitor experience:

Email: info@norwichtheatre.org

Mail: Head of Visitor Experience, Norwich Theatre Royal, Theatre Street, Norwich, NR2 1RL

If your feedback relates to our fundraising:

Email: development@norwichtheatre.org

Mail: Development Director, Norwich Theatre Royal, Theatre Street, Norwich, NR2 1RL

Our response commitment:

  • We will acknowledge receipt of your
  • If the feedback is a complaint and requires a response, it will be handled by the Head of Visitor Experience or Development Director, who will draft a a response.
  • This response will be reviewed and authorised by the Chief Executive Officer, prior to our reply.
  • We aim to respond to your feedback within 28 days of receiving it.
  • If we need to investigate further, we will let you know we have received your feedback and how long we expect it to take to resolve.

Theatre Royal (Norwich) Trust (Charity No 262259) is registered with the Fundraising Regulator. If you are not happy with our response to feedback relating to fundraising, you can contact The Fundraising Regulator:

Email: fundraisingregulator.org.uk

Tel: 0300 999 3404

Mail: Fundraising Regulator, 2nd Floor, CAN Mezzanine Building, 49-51 East Road, Old Street, London, N1 6AH

We will keep a record of all feedback received. This will be available for inspection by the Fundraising Regulator.

Take Part

Registration and Enrolment

People attending learning and participation activities at NTR are asked to complete an annual registration form. In addition participants must also enrol for each activity e.g. a term’s workshops, a holiday activity, a masterclass. A place on a preceding activity does not guarantee a place on a forthcoming one. Places are issued on a first come first served basis.

Fees

Enrolment commits participants to full payment of fees for the activity. Except in special circumstances refunds cannot be made. Should a participants’ fee not be paid in full by the specified date, places may be made available for others on the waiting lists. There can be no reduction in fees for participants who are absent from sessions. All workshop fees and a large majority of excursions are subsidised by NTR. As a registered charity, we have a limited amount of bursaries available. Please call the office for details. If at any point the payment of fees is difficult, please contact NTR as soon as possible.

Activity Cancellations

We do our very best to ensure all planned sessions go ahead. However there may be rare instances when sessions have to be cancelled due to circumstances beyond our control. As much notice as possible will be given. In circumstances such as bad weather, we will provide notices on our website.

Refunds

No refunds will be given unless the activity or event is cancelled. In exceptional circumstances, at the discretion of the Learning and Participation Director we may be able to offer a place on a future activity of the same value. This must be used within six months.

Data Protection Act

To comply with the Data Protection Act 1998, NTR is required to advise all participants that their personal records will be held on file. These records will be kept confidential and solely for the purpose of administration of NTR activities. These records will not be disclosed to any person outside of NTR without your consent unless the Data Protection Act 1998 allows this. Your signature on the registration form acknowledges that you accept these provisions. To support participants, we record their progress, personal development and achievements whilst engaging with our services. We use various activities, forms and conversations to do this. We do this to help evidence the value of our work to each other, to our funders and stakeholders. All personal information is treated confidentially and, if we use it in reports, the information is anonymised.

Complaints Procedure

We trust in general that participants are happy at NTR. Obviously however, over a period of time the odd problem may arise. Should you be unhappy with events at NTR the following procedure should be followed; In the first instance, the matter should be broached with the activity leader; If a satisfactory conclusion is not achieved than an appointment should be made with the team manager; If a satisfactory conclusion is still not reached then a formal complaint in writing can be made to the Learning and Participation Director.

Child Collection

It is important that parents collect young children at the end of each session, as we cannot take responsibility for your child after that time. We take every care that we can to ensure children leave our sessions safely. Please see our Safeguarding Policy and Travel Plan for further details on our website.

Your Wellbeing

We are members of Norfolk Safer and have been awarded their Safer Certificate. NTR works hard to ensure best practise and the safety of all who attend our activities. To do this we have a number of policies and procedures in place which effect all children and young people attending NTR. These are available at our reception in Stage Two, on our website, or you can ask for a copy.

  • Anti Bullying Policy
  • Child Collection Policy
  • Safeguarding Policy and Procedures
  • Data Protection Policy
  • Equal Opportunities Policy
  • Youth Participation Policy
  • Code of Conduct

Your wellbeing is our priority. If you wish to talk to any member of staff about anything which makes you feel unsafe or unhappy we are all very willing to make that time for you. If you don’t feel able to talk to us there is a list of other people who may be able to help in our reception in Stage Two.

Codes of Conduct

We have a Code of conduct for both young people and staff at NTR. These are available at our reception at Stage Two and on our website. Your signature on the membership application form acknowledges that you accept these codes of conduct.

Personal Belongings

We cannot take responsibility for members personal belongings. If members wish to bring items such as mobile phones with them, we ask them to not use these during activities (unless this is part of a learning activity identified by a staff member). If you need to contact your child/ward during a session in an emergency please contact Stage Two reception.

The above Terms and Conditions are related to the Learning and participation activities of Norwich Theatre Royal. Full Terms and Conditions of the organisation are also available on our website.