All tickets are sold subject to availability and to these terms and conditions. These terms and conditions should be read prior to purchase as purchasing a ticket constitutes acceptance of these terms and conditions. Your contract for the purchase of tickets is agreed as soon as we have processed your payment, however any purchases are subject to payment card verification and other security checks and your transaction may be cancelled if it has not passed our verification processes.
Conditions of Admission:
The venue reserves the right to refuse admission to a customer, or to eject them from the venue at any point, if in the venue’s reasonable opinion the customer is acting in a threatening or aggressive manner, using threatening, abusive or insulting language, appears under the influence of alcohol and/or drugs, may be a risk to the safety of venue staff, performers or audience member, may detract from the enjoyment of other customers, fails when required to produce proof of identity, age or entitlement to a concession/discount/carer ticket, fails to comply with instructions given by venue staff, or is found in breach of these terms and conditions or statutory law.
No refunds will be given to customers who are refused entry or ejected due to their behaviour as suggested in, but not limited to, the examples shown above.
The venue reserves the right to refuse re-admission to the venue. If customers wish to re-enter the venue they must check with the venue staff before they exit.
The venue reserve the right to conduct security searches from time to time and to confiscate any item which, in the reasonable opinion of the venue staff, may cause danger or disruption to the event or other customers or which the performers or their representatives have specifically requested are prohibited.
The venue reserves the right to instigate bag searches prior to entry to the building. Please note that anyone declining a security search will not be admitted to the venue and no ticket refund will be offered.
Please ensure you arrive at the venue with plenty of time for these security checks to take place, especially if you are collecting tickets from the Box Office which can be very busy pre-show.
Tickets and Admission:
All tickets are sold subject to availability and a valid ticket must be produced by each customer to gain entrance to an event. The ticket must be retained by the customer whilst in the venue and be made available for inspection if requested by venue staff. Failure to produce a valid ticket may result in expulsion from the venue.
It is the customer’s responsibility to contact the venue if their tickets are lost, stolen, damaged or destroyed. Duplicate tickets may be issued at the discretion of the venue for certain events.
It is the customer’s responsibility to check their tickets. The venue will make all reasonable endeavours to correct mistakes if brought to their attention prior to the event for which tickets are valid. However it may not always be possible to rectify mistakes. We will only accept responsibility for tickets purchased from our venue by phone, website or in person at the box office.
It is the customer’s responsibility to check whether an event has been cancelled or rescheduled. In such cases the venue will make all reasonable endeavours to notify customers of the change but cannot guarantee all will be informed before the date of the event. We reserve the right to provide alternative seats at an event to those specified on the ticket if the staging of the event reasonably requires this change provided they are of no less value than those stated on the ticket.
It is the customer’s responsibility to assess the suitability of an event for children where no official age restriction applies.
Tickets may be restricted to a maximum number or sold subject to restrictions on entry or use such as restricted, obstructed or side views or a minimum age for entry. Any such restriction will be advertised on our website or otherwise notified to you before or at the time of booking. It is your responsibility to ensure that you have read all notifications displayed on our website. We reserve the right to cancel tickets purchased without compliance to these restrictions, without prior notice.
The venue will endeavour to admit latecomers at the first suitable opportunity, at the discretion of the front of house staff. This may be in the interval.
Babes in Arms. This term refers to all children less than two years of age. They are only admitted to performances specifically aimed at them, such as children’s shows and pantomime. Babes in arms go free but will not be allocated a seat. For certain shows, including those aimed at pre-school children, the babes in arms rule refers to children less than 12 months of age. It is the customer’s responsibility to check the age rule on the website or with a member of the box office.
The Floral Pavilion offers a limited number of carer seats to customers with disabilities who requires an essential companion to attend the theatre. Your companion must be able to assist you in the event of an evacuation. Please note, only patrons over 14 years old may avail of this offer. This offer is not open or intended for those who simply want a companion or require assistance with transportation to the theatre and is subject to availability.
Ticket Prices & Payment:
The price of the ticket is that set at the time of the purchase. All advertised prices are inclusive of any applicable taxes and per ticket booking fee where applicable but exclusive of a per transaction, collection or delivery fees.
No order will be accepted until we have received full payment in cleared funds. We reserve the right to cancel any booking which we reasonable suspect to have been made fraudulently.
All concessions and discounts are subject to availability and may be restricted to certain price levels and performances and can be withdrawn at any time.
Ticket prices are subject to change. The venue reserve the right to change the prices of tickets and/or introduce discounts/special offers which cannot be retrospectively applied to tickets already purchased.
Customers must state discounts they are entitled to at the time booking as they cannot be applied retrospectively and are subject to availability. Proof of entitlement to a concession/discount/essential companion ticket may be requested from the customer at the time of booking and/or when they attend the event. Failure to produce reasonable proof of entitlement to a concession/discount/essential companion ticket may invalidate the ticket and result in the refusal of admittance or ejection from the venue.
Concessions/discounts are offered individually and cannot be used in conjunction with another concession/discount.
Ticket Cancellations, Exchanges and Refunds:
Tickets cannot be exchanged or refunded after purchase unless the event is cancelled, abandoned or rescheduled or where there is a material change to the event. A cast change, the use of understudies or change to a support act or an alteration to the running time of the event does not constitute a material change. The venue cannot offer refunds or exchanges if cast members, whether advertised or not, are unable to perform due to illness or unforeseen circumstances.
Refunds can only be made to the person who purchased the tickets and where possible, by the same method used to purchase tickets. When it is not possible to refund via the same payment method the venue reserves the right to request additional identification or documentation to ensure money is returned to the correct person.
In the case of a cancelled event, customers will be refunded the full value of the tickets.
Exchanging tickets for other dates or productions is not possible for events with only one performance. If you are unable to attend an event with multiple performances, a ticket exchange may be allowed for another performance of the same show subject to a fee of £2.00 per transaction.
At the venue’s discretion, tickets may be put back on sale for sold out shows to assist customers who can no longer attend. The request must be made 48 hours before the performance date. The venue will charge an administration fee of £1.00 per ticket and the retention of the booking fee. These charges will be deducted from the refund.
The unauthorised resale or attempted resale of ticket is prohibited. The venue reserves the right to cancel tickets which it reasonably suspects as being offered for unauthorised resale.
Delivery of Tickets:
If a customer has chosen to receive their tickets by post or by e-ticket, it is their responsibility to inform the venue if the tickets have not been received prior to the advertised start time of the event. Where the venue is not notified of non-receipt of tickets prior to the start of the event then the venue will not offer duplicate tickets or a refund.
The venue reserves the right to post tickets only to the registered billing address of the card used to purchase them.
If tickets are being collected from the Box Office, the customer may be requested to present the card used to purchase the tickets as identification.
Safety & Security:
The use of equipment to record or transmit audio and/or visual material inside the venue is strictly forbidden. Unless their use is explicitly consented to by the performing act, mobile telephones, messaging equipment and all similar personal electronic equipment must be switched off during the event. Customers who do not comply and disrupt the enjoyment of the event for other customers may be ejected from the venue without refund.
By attending the event customers give their consent to filming, photography and sound recording of themselves as members of the audience. The venue and/or the event promoter will own the copyright of such material and may use films/photographs/recordings for any purpose including commercial purposes without payment or further notification.
Smoking is not permitted anywhere in the venue. The use of electronic cigarettes is also prohibited throughout the venue.
Upon arrival at the Floral Pavilion for an event, pushchairs must be left in the cloakroom situated on the ground floor. Customers will be given a numbered ticket to collect their pushchair at the end of the event. There is no charge for this service.
Customers must comply with all relevant statutes, safety announcements and venue regulations. Customers with special requirements or concerns about any special effects which may feature in the event must give prior notice when ordering tickets. Special effects may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects.
For the comfort and safety of the audience the venue reserves the right to ask members of the audience who wish to stand up and dance during the performance to move to the side of the auditorium when requested by front of house staff.
Outdoor Concerts and 3rd Party Venues
Anyone under the age of 15 years must be accompanied by a responsible adult of 18 years or older.
Duplicate tickets will not be issued for lost or stolen tickets.
The venue operates a Challenge 25 policy, so if you are lucky enough to look 25 or younger, please make sure that you bring an acceptable form of identification. Accepted forms of I.D. are:
- An in-date photographic driver’s license or provisional licence;
- A valid passport (not a photocopy). Out of date passports will NOT be accepted;
- A Proof of Age Standards Scheme Card (showing the PASS hologram);
- An in-date citizen card.
There shall be no pass-outs and no re-entry once you have entered the event.
The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material within the event is strictly forbidden. You shall not bring any such equipment to the event. Any such material may be confiscated and/or destroyed by the promoter. Any recording made of the event in breach of the conditions shall belong to the promoter and you agree to assign any and all rights in any such recordings to the promoter.
The promoter reserves the right to implement any restrictions/conditions deemed necessary before and during the event to ensure the safe management of the event. You must at all times comply with any and all instructions given to you by event staff and stewards.
Please be advised that you are not permitted to bring into the event any food and drink not purchased at the festival.
The promoter reserves the right to conduct security searches and confiscate: (a) any item which in the opinion of the promoter may be used as a weapon, or is deemed by the promoter to be dangerous or inappropriate or which may cause disruption to other persons at the event; and (b) any of the following items which include but are not limited to:
- Alcohol or liquids of any kind
- Drugs or illegal substances including ‘legal highs’
- Knives or weapons
- Aerosols, sprays or pressurised containers
- Air horns
- Seating and deckchairs
- Sky lanterns
- Lasers/laser pens
- Dogs except for assistance dogs
- Flares or fireworks
The event is held outdoors in a public park, so please be aware of ground conditions. You are strongly advised to bring appropriate footwear and clothing, including warm clothing for the night period.
Drivers enter event car parks at their own risk. Uneven surfaces are likely. No unauthorised buses, camper vans or coaches will be allowed on site.
Food & Drink/Pre-Theatre Dining/Afternoon Tea:
Only food and drink purchased on the premises may be consumed in the venue, unless items are required on proven medical grounds or for babes in arms. Our staff may request any food or drink items brought into the venue to be disposed of, consumed prior to entry or left with the front of house staff. All items left with our front of staff are ticketed for ease of collection upon exit and are left at the owner’s risk.
The venue may at its discretion restrict the purchase of alcoholic beverages to a maximum of six (6) per person, per transaction.
Alcohol and soft drinks purchased in the venue can be taken into the main auditorium and Blue Lounge but must be decanted into plastic cups.
Bookings for Pre-Theatre Dining and Afternoon Tea cannot be exchanged or refunded after purchase unless the venue is contacted more than 48 hours before the date of the booking. If the event connected to Pre-Theatre Dining is cancelled, abandoned or rescheduled, a full refund will be offered.
Gift vouchers can be used in full or part payment for tickets purchased by telephone or in person at the box office.
Gift vouchers cannot be exchanged for cash.
Friends of the Floral Membership:
Customers have the right to cancel memberships within 14 day purchase after which time the membership is non-refundable. If benefits of the membership are used prior to cancelling the venue reserves the right to withdraw and reverse the benefits you have gained; waived booking fees may be deducted from the refund; prices discounted for members may be rebooked at full price and the difference in cost deducted from the refund and tickets purchased during any pre-sale/members priority booking period may be cancelled and a refund issued..
Memberships are valid from the date of purchase until the end of the month one year after the purchase date.
The venue reserves the right to amend the cost of the membership and the benefits it provides without prior warning.
The venue will not be responsible for any injury or loss, theft or damage of customer’s personal belongings, other than that caused as a result of negligence or other breach of statutory duty.
Personal arrangements, including but not limited to travel, accommodation and subsistence relating to an event are made entirely at the customer’s own risk and the venue will not be liable for any losses incurred from these arrangements.
Nothing in these terms and conditions seeks to exclude any liability of the venue for death or personal injury caused by its negligence or other type of liability which cannot by law be excluded or limited.
These terms and conditions are governed by English law and any disputes which may arise with the venue are subject to the exclusive jurisdiction of the English Courts.
Any complaints relating to a customer’s seating, ability to view the event or enjoyment prior to or during the event should be made immediately to a member of the front of house staff as issues cannot always be resolved after the event.
If you have any queries or wish to make a formal complaint relating to your ticket purchase please contact us at email@example.com. We aim to respond fully to all customer correspondence within 15 working days.
For the purposes of these terms and conditions, Force Majeure means any cause beyond our control including, without limitation, an act of God, war, insurrection, riot, civil disturbances, acts of 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 government. We will not be liable for failure to perform any obligation under these terms and conditions to the extent that the failure is caused by Force Majeure.
‘Ticket’ means any item, tangible or intangible which confers the right to attend an event
‘Customer’ included both the person who purchased or intends to purchase tickets and those within their party who are attending the event, each of whom must possess a valid ticket.
‘Venue’ means any location where the event is being held and representatives of this location including but not limited to the management, security, front of house and box office teams.
‘Event’ means any entertainment event or performance occurring at the venue in respect of which tickets are sold
‘Promoter’ means the entity which is staging/producing the event which may be different to the venue
E-tickets means the delivery method by which pdf tickets are emailed to the customer
Published: Mon 15th April 2019
5th Revision: Thu 25th November 2021