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Terms and

Our Terms and Conditions were last updated on March 27, 2023

Covid Important Customer Information

If you are unable to attend a performance due to experiencing any Covid symptoms and/or have been advised to isolate by NHS Test & Trace, you should contact our Box Office Team to discuss the options for your booking. 

More information about our Covid Policy and Guidelines can be found by clicking here

1. Definitions

  • “Event” means an event held at our Venue for which We have the right to sell you Tickets

  • “Tickets” means a printed or e-ticket giving You the right to attend an Event

  • “Promoter” means the person, organisation or company staging the Event

  • “Venue” means the location or facility where the Event is being held

  • “We” means The Turbine Theatre owned and operated by Paul Taylor-mills Limited Worldwide. “Us” and “Our” shall be read accordingly.

  • “Patrons” means other Ticket holders at the Event

2. Terms and Conditions of Sale 

  • At any time Turbine Theatre reserves the right to refuse admission to the Theatre.

  • Turbine Theatre reserves the right to request any ticket holder to leave the Theatre and take appropriate action to enforce this right.

  • Turbine Theatre reserves the right to question and ensure that every patron inside the building has a valid ticket.

  • Turbine Theatre reserves the right to make alterations to the advertised billing of production and casting caused by unavoidable circumstances.

  • Turbine Theatre reserves the right to cancel a performance at short notice. For this reason please ensure the booking information you provide when purchasing is accurate. No travel costs or other expenses incurred as part of your visit to The Turbine Theatre will be refunded.

  • Mobile phones and all electronic devices should be switched off or placed on Airplane mode (if applicable) before entering the auditorium

  • Latecomers may be asked to wait in the main foyer until an appropriate moment in the production. If no appropriate interval and admittance are available at the request of visiting company. No refund but an exchange will be offered, and a valid ticket or booking reference number will be requested.

  • Children under the age of 1 will not be required to have a purchased seat. Anyone over the age of 1 will require a valid ticket, including babes in arms. The exception to this rule can only be made if Turbine Theatre advertises the production as a family production suitable for young audiences of that age.

  • Strictly no camera and recording equipment are allowed in the auditorium unless permission is given by Turbine Theatre via request from the visiting company.

  • Hot food from external vendors is not permitted in the auditorium. Please consider food consumed in the auditorium in noisy wrappers may disturb performances and other patrons.

  • Turbine Theatre cannot guarantee the re-sale of returned tickets and may not be able to provide a refund or the sale value if tickets are unsold.

  • No tickets may be resold for profit or commercial gain by any outlet other than the Turbine Theatre and authorised Ticket agents (unauthorised outlets include websites such as auction sites). Failure to comply will make this ticket void.

  • Turbine Theatre takes responsibility for tickets purchased directly through its website and our authorised ticket agent, Tixly, Today Tix Group and/or London Theatre Direct. We will not be responsible for tickets that have been sold through unauthorised methods.

  • Any Patron with tickets purchased through an unauthorised vendor(s) will not, in any circumstances, receive an exchange or refund from The Turbine Theatre.

  • Any Performance Warnings including strobe lighting, gunshots and smoke effects are indicated via the production page on the main website.

  • The Turbine Theatre may carry out general filming, sound recording or photography in or around the venue. By entering the Turbine Theatre venue, you and your party are consenting to be filmed, recorded or photographed as a member of the audience.

  • Turbine Theatre conforms to the Data Protection Act of 1998

  • Your statutory rights are not affected.

3. Exchange and Refund Policy

If patrons are unable to attend a performance, Turbine Theatre will exchange their tickets for another performance of the same production (subject to availability) at no additional cost. This policy is only available to patrons who booked tickets through Turbine Theatre Box Office via their main site. For tickets booked through a third-party ticket provider, please contact the re-seller for their guidelines.


  • Tickets cannot be refunded unless a performance is cancelled. In the event of a suspended performance, patrons will be offered the opportunity to exchange tickets for another performance date, where available.


  • If you have been advised to isolate due to COVID-19, you are entitled to a refund. Please get in touch with our box office team via email at, and we will organise that for you, please provide your booking reference or the email you booked with. For tickets booked through a third-party ticket provider, please contact the re-seller for a refund. 

4. Gift Vouchers

Gift vouchers can be redeemed in full or as a part of the purchase of Tickets at Turbine Theatre Box Office via their main site.

Gift Vouchers purchased from Turbine Theatre can not be used with third-party ticket providers.

Gift Vouchers are valid for a total of 12 months from the date of purchase.

Gift Vouchers cannot be exchanged for cash or refunded.

5. Delivery

By default, all Tickets are sent as electronic ‘print at home’ tickets which are delivered via email and can either be printed out or displayed clearly for scanning on a smartphone or similar device upon arrival at the venue.

Tickets are also available for collection from the Box Office 1 hour before the show. The card used to purchase the tickets must be presented as identification. If this is not possible then a printed confirmation may be shown.

If you fail to receive your tickets via email from our internal Box Office, please contact the Box Office Team would be able to re-send tickets or send you the confirmation link where tickets can be downloaded.


For tickets purchased from third-party vendors please reach out to them in regards to receiving a confirmation email. 

6. Cancellation

If an event has been cancelled, We will make every effort to contact You. Providing you with possible options either a full refund, exchange for another performance date, or exchange of value for a Gift voucher to use for another event at Turbine Theatre. Possible options provided are under the discretion of the venue and Promoter, not all options may be available. 


It is therefore highly important You provide the Venue with up-to-date contact details for You so We can make You aware of any cancellations or changes.

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.

If an Event is cancelled, you will be refunded the face value of the Tickets and any associated charges paid. 

7. Restrictions

The unauthorised resale or attempted resale of a Ticket is prohibited. The Venue accepts no responsibility for the validity of Tickets purchased from unauthorised agents.

The Venue reserves the right to conduct security searches and to confiscate any items, which in the reasonable opinion of the Venue staff, may breach our venue licence, may cause danger or disruption to the Event or other Patrons. The Venue thanks customers in advance for their cooperation in helping us to ensure the safety of all customers.

The use of equipment to record or transmit audio and/or visuals inside the venue is strictly forbidden. Unauthorised recording devices including mobile devices may be confiscated.

The Venue does not accept any liability or responsibility for the loss or damage of any personal property (to the fullest extent permitted by law).

Mobile phones, pagers, digital watches, laser pens or any other electronic equipment should be disabled when inside the auditorium to avoid disturbing the performance or event and other customers. Those who do not comply and disrupt the enjoyment of the Event for other Patrons may be ejected from the Venue without a refund.

By attending the Event all Patrons give their consent to filming, photography and sound recording of themselves as members of the audience. The Venue and/or Promoter will own the copyright to such films/photographs/recordings for any purpose, including commercial purposes, without payment or further notification.

Only food and drink purchased at the Venue may be consumed on the premises unless items are required on proven medical grounds.

The company reserves the right to refuse to serve alcohol to any customer that appears to be intoxicated and to ask for proof of age before serving any alcohol. Look under 25? Please be prepared To show your ID. 

7. Liability

If any provision of these terms and conditions is found to be void or unenforceable, such provision shall be severed from the remainder of these terms and conditions which shall remain in full force and effect.

We will not be responsible for any injury, loss, theft or damage to Your personal belongings, other than that caused as a result of negligence or other breaches of statutory duty. Personal arrangements, including but not limited to travel, accommodation and subsistence relating to the Event are made entirely at Your own risk and We will not be liable for any losses incurred from these arrangements.

These terms and conditions are governed by English Law and any disputes which may arise with us are subject to the exclusive jurisdiction of English Courts.

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