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TERMS AND CONDITIONS

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Last Updated: 2025-11-10 

These Terms and Conditions apply to anyone purchasing Tickets or other items for Events, anyone attending any of our Venues. These Terms and Conditions comprise the following sections: 

Admissions Policy 

Terms and Conditions of Sale 

DEFINITIONS AND INTERPRETATION 

‘ATG’ (and ‘We’, ‘Our’, ‘Ours’ and ‘Us’) refers to ATG Entertainment Limited, registered in England and Wales with company number 2671052 whose registered office is at 2nd Floor, Alexander House, Church Path, Woking, GU21 6EJ who is the Trader for the purposes of The Consumer Rights Act 2015. Our VAT number is 689278071. 
‘Event’ means an entertainment event including, without limitation, a concert, exhibition, sport, theatrical and/or music event to be held at a Venue in respect of which We have the right to sell You Tickets. 
‘Packages’ means packages that are offered for sale at an inclusive price, which include a Ticket and one or more additional products or services, such as exclusive seating arrangements, dining or merchandise. 
‘Event Partner’ means any party involved in the provision of the Event, such as a Promoter, Venue owner/operator, performer or producer. 
‘Promoter’ means the person firm or company staging the Event if different from Us. 
‘Site’ means  www.atgtickets.com and App means the ATG Tickets IOS or Android app.  
‘Terms and Conditions’ means these terms and conditions, the Additional COVID19 Terms and Conditions, and the  Website Terms of Use or the End User Licence Agreement for the ATG App. 
‘Tickets’ means printed, electronic or other type of evidence (including a wristband) of the right to occupy space at or to attend an Event sold by Us to You on behalf of the Event Partner(s). 
‘Upsell’ means those products or services that are offered for sale in addition to Tickets at a separate, additional price, including, but not limited to, merchandise, food and beverage, restaurant vouchers, Ambassador Lounge experience, upgrades including Priority Access and Priority Club Bar and car parking. Please see clause 15 below of the Terms and Conditions of Sale for further information on your rights in relation to Upsell purchases (which may differ from your rights in relation to Ticket purchases). 
‘Venue’ means any facilities or locations of any nature where the Event is being held. 
‘Working Day’ means Monday to Friday, excluding any Public or Bank Holidays. 
‘You’ means you or anybody who in Our reasonable opinion is acting with your authority or permission. ‘Your’ shall be read accordingly. 

  

ADMISSIONS POLICY 

This Admissions Policy applies to all Venues operated by ATG. By entering or attempting to enter one of our Venues, you have accepted the terms contained in this Admissions Policy. 

If you have purchased Tickets through us for an Event held at a Venue not operated by Us, please refer to their individual Admissions Policies, which can be found on the relevant Venue’s websites. 

  1. CONDITIONS OF ADMISSION AND ATTENDANCE 

1.1 The management of the Venue 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 provoke a breach of the peace or which potentially amounts to sexual harassment or victimisation; or 
c) in the reasonable opinion of the Venue is under the influence of drugs or has consumed an excessive amount of alcohol; or 
d) fails, when required, to produce proof of identity or age; or 
e) obstructs gangways, access-ways, exits, entrances or staircases, congregates in non-designated areas or seeks entry to stands or seats for which he/she does not hold a Ticket. 
1.2  You must comply with instructions and directions given by Venue staff and stewards. 
1.3 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 examples above. 
1.4 No Children under 3 will be admitted to the Venue except where it is specifically stated at the time of booking that the event is suitable for under 3s. Babes in arms (children under 18 months unless otherwise stated at the time of booking and on the ticket) will only be admitted to performances that are specifically aimed for them (pantomimes and shows permitting under 3s only). Where babes in arms are permitted they shall be admitted free of charge. Please note that babes in arms are not allocated a seat and must remain on the lap of their parent/guardian during the performance. If you require a seat for a child aged 18 months or younger, a ticket must be purchased. 
1.5 Children (ages 18 months to 15 years inclusive) shall require their own ticket which shall be at full ticket price if no child concessions are available at the time of booking. 
1.6 Children (ages 15 years and under) must be supervised at all times. Supervision of children shall be by not less than 1 adult (aged 18 years or over) per 10 children and the supervising adult must sit next to the child/ren. The Management reserves the right to ask parents / supervisors to remove children if, in the opinion of the Management, they are causing a disturbance. 
1.7 Please note that some productions can be loud. If a member of your party is sensitive to sound, we would recommend bringing their preferred noise protection. 
1.8 Please be aware that our venues may sell products that contain nuts, seeds, gluten, lactose or other allergens.  If you require any further information please get in touch or speak with a member of staff at the Venue. 

  1. RESTRICTIONS AND PROHIBITIONS 

2.1 The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any Venue is strictly forbidden. Unauthorised recording equipment, recordings, tapes, films or similar items may be confiscated and destroyed or deleted. Any recording made of an Event in breach of these conditions shall belong to the Event Partner(s). 
2.2 By attending an Event, Ticket holders consent to filming and sound recording of themselves as members of the audience. The Event Partner(s) may use such films and recordings (including any copies) without payment. If You have any objections to being filmed or recorded then You must speak to a member of the Venue management before the performance begins. 
2.3 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. 
2.4 Mobile telephones and messaging equipment must be switched off during the Event, with the exception of users of our Mobile Connect hearing assistance system. 
2.5 Alcohol may only be consumed in public bars and other authorised areas. Smoking is not permitted unless within a designated smoking Area (if any). 
2.6 The following are not permitted within any Venue: 
a) animals (with the exception of assistance dogs that meet the Equality and Human Rights Commission description: highly trained, will not wander freely around the premises, will be able to sit or lie quietly on the floor next to its owner, trained to go to the toilet on command and so unlikely to foul in a public place, or could be recognisable by the harness or identifying coat they wear). 
b) laser pens, fireworks, flares, smoke bombs 
c) Your own food and drink (unless permitted by the Venue); 
d) bottles, cans or glass containers (unless permitted by the Venue); 
e) any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives);and 
f) illegal substances. 
2.7 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. 
2.8 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. 
2.9 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. 
2.10 The Event Partner(s) and Venue will not be liable for any loss, theft or damage to confiscated items. Confiscated items which are not collected within 24 hours will be considered a gift to the Venue and disposed of by the Venue in their sole discretion. 

  1. HEALTH AND SAFETY 

3.1 Ticket holders must comply with all relevant statutes, safety announcements and Venue regulations whilst attending the Event. If Ticket holders have any special requirements 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. 
3.2 We reserve the right to refuse admission in reasonable circumstances including for health, safety and licensing reasons or where a ticket is void. 
3.3 Customers are advised that CCTV is in operation at the Venue for the purpose of crime prevention and public safety. 
3.4 Security searches are a condition of entry to protect the safety of all customers and staff. We may conduct searches of clothing, bags and other items on entry and exit at the Venue.  

  1. SALE OF ALCOHOL 

4.1 Sales of alcohol are made subject to the Licensing Act 2003 for theatres in England and Wales, the Licensing (Scotland) Act 2005 for theatres in Scotland and any theatre specific conditions stipulated on the premises license. 
4.2 All ATG theatres operate a Challenge 25 proof of age scheme. If, in the opinion of our theatre staff, you appear under the age of 25, you will be asked to prove your age by providing photo identification such as a passport, drivers licence, card bearing the PASS hologram or military identification card. 
4.3 ATG reserves the right to refuse any sale of alcohol. 
4.4 Any alcohol ordered online or via the app is also subject to the following terms and conditions: 
a) By placing an order for an alcoholic product you confirm that you are aged 18 or over. 
b) The individual who made the order must, upon collection of the alcoholic product at the relevant theatre, provide proof of their identity and that they are aged 18 or over in order for the sale to be completed. 
c) We cannot guarantee that all alcoholic products ordered online or via the app will be available on the day of the show at the relevant theatre. We will however do our best to ensure that your order can be fulfilled. 
d) In circumstances where sales of alcohol are refused at the point of collection or we cannot fulfil your order, you will be provided with a full refund for the cost of the order. 

  1. LIABILITY  

5.1 Any comments or complaints regarding matters affecting a customer’s enjoyment of the performance should be made promptly to a member of theatre management before or during the performance. Refunds will not be considered if comments or complaints regarding matters affecting the customer’s enjoyment of the performance have not been made before or during the performance. 
5.2 Neither We nor the Venue nor the Event Partner(s) will be responsible for any loss, injury or damage to any person (including You) or property howsoever caused (including by Us and/or by Event Partner(s)): (a) in any circumstances where there is no breach of a legal duty of care owed by Us or the Event Partner(s); (b)in circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from Our negligence); or (c) to the extent that any increase in any loss or damage results from breach by You of any of these Terms and Conditions and/or any terms and conditions of the Event Partner(s). 
5.3 Nothing in these Terms and Conditions seeks to exclude or limit Our or the Event Partner(s)’ liability for death or personal injury caused by Our or the Event Partner(s)’ (as relevant) negligence, fraud or other type of liability which cannot by law be excluded or limited. 

 

TERMS AND CONDITIONS OF SALE  

These Terms and Conditions of Sale apply to the sale of items sold by us. By purchasing items through Us, you have accepted the terms contained in these Terms and Conditions of Sale. Please read these Terms and Conditions of Sale carefully before making a purchase. 

  1. CONTRACT AND INCORPORATION OF TERMS 

1.1 Your contract for the purchase of Ticket(s) or other items is formed as soon as We have processed Your payment and will expire immediately after the performance of the Event for which You purchased Ticket(s) or if earlier, once we have provided the relevant item to you. 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. 
1.2 Your purchase of Ticket(s) or other items is subject to these Terms and Conditions, which incorporate and should be read in conjunction with the Event Partner(s)’ terms, conditions and regulations, copies of which are available on the Event or Venue website or at Venue box office. In the event of any inconsistency between the terms in relation to Venue or Promoter requirements, those of the Promoter shall prevail. If no Promoter, those of the Venue shall prevail. 
1.3 Please note that our Terms and Conditions of sale only apply to purchases for items made with us. If you purchased your tickets from a third party, please contact them direct. 
1.4 These Terms and Conditions are issued pursuant to STAR’s Code of Practice. 
1.5 Ticket Protection is available to purchase on eligible shows. This service is administered by SecureMyBooking on our behalf and is subject to our Terms and Conditions. These can be viewed at: atgtickets.com/legal/ticket-protection. Please note that this product is non-refundable and non-transferable.  
1.6 You may need to create an account with us to purchase tickets and/or other theatre-related products via our websites or to participate in ticket transfer. You are responsible for the activity that occurs on your account so please keep your user name, passwords and any other pieces of information used by you as part of our security procedures, confidential. You must not disclose any of this information to any third party. 
1.7 To register for an account and purchase tickets and/or other theatre-related products from us You must be 18 or over. Please follow the registration instructions and please note that you will need to provide us with certain registration information (all your details must be kept up to date at all times).   
1.8 We have the right to disable any user account at any time if, in our reasonable opinion, you have failed to comply with any of the provisions of these Terms and Conditions (or any other of our terms of which you have been made aware). 
1.9 Please note that you may not register more than once for an account. Multiple identities and accounts are not permitted. 
1.10 Only you may use your account. If we find that you are allowing other individuals to use your account, then we may suspend or terminate your account.  
1.11 You should change your password on a regular basis and never disclose it to any third party. You undertake to protect your username and password and any failure to do so shall be at your sole risk and expense. If another person accesses your account, you are solely responsible for all their actions whether or not their access was authorised by you and you hereby agree to take responsibility for and reimburse us in respect of all costs, claims, expenses and damages howsoever arising in connection with the use of, or access to, your account by any third party (save where such activity is the direct result of a failure by us or our systems).  
1.12 If you know or suspect that anyone other than you knows your user name or password or you suspect that your account has been breached in any way, you must promptly notify us by completing a contact form at https://help.atgtickets.com. 

  1. TICKETS 

2.1 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 Ticket(s) constitutes agreement of these Terms and Conditions. A valid Ticket must be produced to get into an Event. Please notify Us of any access requirements at the time of booking. Removing any part of, altering or defacing the Ticket may invalidate Your Ticket. 
2.2 It is Your responsibility to check Your Ticket(s) as mistakes cannot always be rectified after purchase. Please check your Ticket(s) on receipt carefully and contact us immediately if there is a mistake. 
2.3 We will not be responsible for any Ticket that is lost, stolen or destroyed. The Management only accept responsibility for Tickets bought from one of its own managed sales points. Any queries regarding Tickets purchased from ticket agents must be directed back to the relevant agent. 
2.4 It is not always possible to issue duplicate ticket(s). For example for non-seated events where there is a possibility of both the original and duplicate ticket(s) being used, compromising the licensed capacity of the venue. Duplicates may therefore be issued at the discretion of the Promoter or the Venue acting reasonably. If an e-Ticket is reissued only the most recent version will be valid, previous tickets will be void and entry to the venue may not be permitted. 
2.5 We and the Event Partner(s) 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. 
2.6 Where a concession is claimed, proof of identity and concession entitlement (for example of age or student status) may be required. 
2.7 Possession of a Ticket does not confer any rights (by implication or otherwise) on You to use, alter, copy or otherwise deal with any of the symbols, trade marks, logos and/or intellectual property appearing on the Ticket. 
2.8 Any Ticket cannot be used for advertising, promotions, contests or sweepstakes, unless formal written permission is given by the Event Partner(s), provided that even if such consent is obtained, use of Our trade marks and other intellectual property is subject to Our prior consent. 
2.9 You agree not to obtain or attempt to obtain any Ticket(s) through unauthorised use of any robot, spider or other automated device or any other illegal or unauthorised activity. We reserve the right to cancel any Ticket transaction which We reasonably suspect to have been made in breach of these provisions without any notice to You and any and all Ticket(s) purchased as part of such transaction will be void. 

 

  1. PRICE AND PAYMENT 

3.1 The price of the Ticket shall be the price set at the time We accept Your order. All advertised prices are inclusive of any applicable taxes and per Ticket booking fee (where applicable) but exclusive of any per transaction, collection or delivery fee. 
3.2 In many circumstances, Ticket prices stay the same until the event. However, some Tickets are "market-priced," and so prices may increase or decrease at any time, based on demand. Once the Tickets are placed in your basket, the price will not change. You will not be entitled to a refund or credit if (i) the price you paid for a Ticket was at any time before you purchased your Ticket less than the price you paid; or (ii) the price of any other Tickets to the relevant event is/are subsequently reduced after you purchase your Ticket. 
3.3 No order will be accepted until We have received full payment in cleared funds. We reserve the right to cancel any booking which We reasonably suspect to have been made fraudulently. 
3.4 All concessions and discounts are subject to availability, they may be restricted to certain price levels and performances and can be withdrawn by ATG without notice. 
3.5 Only one concession or discount can be applied per Ticket and cannot be applied retrospectively once your order has been accepted. Discounts do not apply to Packages and ancillary items or services unless stated at the point of sale. 
3.6 If the amount you pay for a Ticket is incorrect regardless of whether because of an error in a price posted on the Site or our App or otherwise communicated to You, or You are able to order a Ticket before its scheduled on-sale or pre-sale date or You are able to order a Ticket that was not supposed to have been released for sale, then We will have the right to cancel that Ticket (or the order for that Ticket) and refund to You the amount that You paid. This will apply regardless of whether because of human error or a transactional malfunction of our Site or the App or other ATG operated system. 
3.7 If you purchase items including Tickets for Events taking place in another country, the items may not be priced in British Pound Sterling. Prices may be displayed in the currency that they will be charged in, and we accept no responsibility or liability for additional charges you may be subject to by your credit or debit card provider, or any currency exchange rate fluctuations, which are entirely at your risk. 
3.8 If you do not receive an order confirmation after submitting payment information, or if you experience an error message or service interruption after submitting payment information, it is your responsibility to contact us to confirm whether or not your order has been placed. You can contact us at https://help.atgtickets.com.  

 

  1. DELIVERY 

4.1 Unless We offer You an alternative delivery method at point of sale, Your Tickets will be delivered as an e-Ticket to the email address provided by You or accessed in your Account on our App or Site. Your e-Ticket must be printed or presented on a mobile or tablet device. Please note that You are responsible for either (i) ensuring that you log in to your ATG account on Our App or Site to check that you have your Tickets in good time prior to the event; or (ii) providing a valid email address for e-delivery of Tickets and ensuring that you are able to receive delivery of the e-Tickets by email (for example by ensuring that your email mailbox does not reject, bounce or otherwise prevent any relevant emails from being delivered, and by checking your email mailbox regularly (including junk or spam folders)). If printed, Your e Ticket must be clearly printed to scale on plain A4, clean, white paper. Problems with printing will not be Our responsibility or the responsibility of the Venue. Unauthorised duplication of Your e-Ticket may prevent Your admittance to the Event. We are not responsible for any inconvenience caused by unauthorised duplication. If unauthorised duplicates appear We reserve the right to refuse entry to all Ticket holders and may credit the original purchaser the face value, which will constitute full remuneration. Any duplicate Ticket issued by ATG, will render the original e-Ticket null and void.    
4.2 E-Tickets will only be delivered to the email address provided at the time of booking or available via your account on Our app or website. Hard copy ticket(s) will only be delivered to the billing address of the debit/credit card holder unless We specifically offer You the facility for Ticket(s) to be sent to an alternative address.   
4.3 E-Tickets will be issued within 1 working day unless otherwise stated in your confirmation email. Hard copy ticket(s) will arrive no later than 5 Working Days before the date of the performance. If Your Ticket(s) are not being held at the Venue box office, and You have not received Your Ticket(s) from Us 5 Working Days prior to the Event, please contact Us at https://help.atgtickets.com.   
4.4 If Ticket(s) or Gift Voucher(s) are dispatched by Royal Mail ordinary post, special delivery or signed for post and are returned to Us as ‘addressee unknown’ We reserve the right to cancel Your booking and make a refund of the Ticket or Gift Voucher price only.   
4.5 We reserve the right to make Ticket(s) available for collection at the Venue box office. You will be notified at point of sale, by telephone, by email or in writing of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary. 
4.6 Where e-Ticket(s) cannot be dispatched or there is not enough time to dispatch Ticket(s) by post, We will inform You about the arrangements for collection of your Ticket(s).  
4.7 We reserve the right to make Ticket(s) available for, or change the delivery method to, collection at the Venue box office where we suspect that Ticket(s) have been misused or resold in breach of our Terms and Conditions. We will notify You by email or telephone of the arrangements for collection.   
4.8 If You are collecting Your Ticket(s) from the Venue box office, You must have an acknowledgement of order sent by Us to You, and the credit/debit card used by You to purchase Ticket(s). You may also be required to present Your photo ID.  

 

  1. CHANGES TO EVENT 

5.1 The Event Partner(s) reserves the right to make alterations to the published Event programme where reasonably necessary. Where such alteration is a material change (as described in clause 7), You may request a refund in accordance with clause 7. 

 

  1. CANCELLED/RE-SCHEDULED EVENTS 

6.1 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. 
6.2 It is Your responsibility to inform Us of any change to the contact address, telephone number or email address You provide Us with at the time of ordering.  

 

  1. REFUNDS/EXCHANGES 

7.1 If you are unable to attend an Event at a Venue managed by Us, we can offer to exchange your tickets to another performance of the same show, within its current run at the same Venue, subject to availability and a per ticket exchange fee of £4.95. Exchanges are not possible for Events with only one performance. In order to obtain an exchange you must contact us at least 48 hours before the Event. Ticket(s) can be exchanged for a seat of the same value or higher upon payment of the difference in value. If a discount has been applied to the Ticket(s), then this will only be honoured within the original terms and conditions of the offer. If the Ticket(s) have been booked through us for a third-party Promoter or Event Partner, Ticket(s) cannot be exchanged, cancelled or refunded after purchase unless the Event Partner’s own terms and conditions allow for exchange, cancellation or refunds. 
7.2 Magical Monday tickets for Disney's The Lion King and Wicked Front Row tickets are non-refundable and non-exchangeable. 
7.3 Except where We offer an applicable Ticket exchange or resale facility, Ticket(s) cannot be exchanged, cancelled or refunded after purchase (except pursuant to clause 6). If an ATG resale facility is available, resale of these Ticket(s) cannot be guaranteed and is subject to an ATG per ticket administrative charge  
7.4 Where an Event is cancelled or rescheduled (subject to clause 6 and this clause) by the Venue or Promoter, or 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 may request a refund from Us in accordance with this clause. 
7.5 A 'material' change to the programme of the Event 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.  A change to the start time of the performance, a change of cast or the use of understudies are not considered a material change. 
7.6 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 Event Partner(s) rules. 
7.7 Where such a refund is sought due to cancellation, rescheduling or a material change to the programme of the Event, You must bring this to Our attention as soon as possible upon becoming aware of such material change, cancellation or where the Event has been rescheduled, prior to the rescheduled Event. The refund for Ticket(s) equals the price paid by You to Us for such Ticket, including the applicable per Ticket booking fee but excluding the per transaction collection or delivery fee, in accordance with the STAR Code of Practice. If You have opted to purchase Ticket Refund Protection or to make an optional charitable donation, please note that this is also non-refundable.  
7.8 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 or SOLT Theatre Tokens. 
7.9 These Terms and Conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice, or the Competition and Markets Authority. 
7.10 If you have purchased Ticket Refund Protection, please refer to the Ticket Refund Protection terms and conditions which can be viewed at atgtickets.com/legal/ticket-protection.  

 

  1. LIABILITY 

8.1 Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by You are at your own risk. Unless otherwise stated in our Terms and Conditions, Our and the Event Partner(s)’ liability to You in connection with the Event (including, but not limited to, in the event of cancellation, rescheduling or material change to the programme of the Event) shall be limited to the Ticket price paid by You including the per Ticket booking fee but excluding any ticket protection purchased and the per transaction collection or delivery fee. 
8.2 Neither We nor the Venue nor the Event Partner(s) will be responsible for any loss, injury or damage to any person (including You) or property howsoever caused (including by Us and/or by Event Partner(s)): (a) in any circumstances where there is no breach of a legal duty of care owed by Us or the Event Partner(s); (b)in circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from Our negligence); or (c) to the extent that any increase in any loss or damage results from breach by You of any of these Terms and Conditions and/or any terms and conditions of the Event Partner(s). 
8.3 Nothing in these Terms and Conditions seeks to exclude or limit Our or the Event Partner(s)’ liability for death or personal injury caused by Our or the Event Partner(s)’ (as relevant) negligence, fraud or other type of liability which cannot by law be excluded or limited. 

 

  1. AFTER SALES CARE & COMPLAINTS 

9.1 Should you have any queries or complaints relating to your ticket purchase please contact our customer service by submitting a request online at https://help.atgtickets.com. We aim to acknowledge all customer correspondence within 24 hours.  

 

  1. USE OF DETAILS AND DATA PROTECTION 

10.1 See the ATG Privacy Policy. 

 

  1. RESALE OF TICKETS 

11.1 Tickets You purchase are for You and Your Party’s personal, non-commercial use and must not be resold for profit. You must not purchase and/or resell Your Tickets (i) with the intention of reselling Your Tickets for profit or (ii) on behalf of a business, or (iii) as a trader acting in the course of business. If We discover or have reason to suspect that You have purchased and intend to resell, or have sold Tickets in breach of this clause, we reserve the right to cancel Your Tickets without notice and will refund You the price paid by You to Us for such Ticket, including the applicable per Ticket booking fee but excluding the per transaction fee You paid for the Tickets , and/or block You from purchasing other Tickets. If we cancel any Ticket or block you from purchasing Tickets, we shall notify You. 
11.2  You may not resell or transfer a Ticket if prohibited by law or these Terms and Conditions. Any resale or transfer (or attempted resale or transfer) of a Ticket in breach of the applicable law or these Terms and Conditions is grounds for seizure or cancellation of that Ticket. 
11.3  Where an ATG resale facility is available, resale of these Ticket(s) cannot be guaranteed and is subject to an ATG per ticket administrative charge of £4.95. 
11.4 If you wish to resell Access tickets or want to discuss which resale options are available for your ticket, please contact our customer service by submitting a request online at https://help.atgtickets.com. We aim to acknowledge all customer correspondence within 24 hours. 

Ticket Transfer 

11.5 We may offer a ticket transfer facility for some Events and Tickets. Where this is offered, You can log into your ATG Tickets account on Our App or website to transfer Tickets you have purchased to your friends and family.  
11.6 Ticket Transfer is only intended to be used for transferring Tickets to friends and family. Tickets may only be transferred to persons who are aged 18 and above.  
11.7 Please note that by using Ticket Transfer to transfer a Ticket You have purchased (or that You have been transferred by someone else using Ticket Transfer), You are only facilitating another person to use the Ticket. The original contract for the purchase of that Ticket remains between Us (or the original purchaser as the case may be), regardless of the number of times the Ticket is transferred using Ticket Transfer. However, all terms and conditions applicable to the use of a Ticket and rules of admission, venue rules shall remain applicable to such Ticket. 
11.8 Please note that if You have purchased Ticket Protection, the original contract for the purchase of Ticket Protection remains between Us. A recipient of a Ticket which has been transferred shall not be entitled to make an independent claim for Ticket Protection.  
11.9 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 be ejected and liable to legal action. 
11.10 You can cancel a Ticket Transfer invitation but only if you do so before the recipient accepts your Ticket Transfer invitation.  
11.11 Once a recipient accepts your Ticket Transfer invitation you will not be able to (i) use your original Ticket for event entry; (ii) cancel or otherwise get the transferred Ticket back (because the recipient will get a new Ticket with a new barcode). If a Ticket is transferred multiple times using Ticket Transfer, only the Ticket from the most recent Ticket Transfer will be valid for entry; all previous Ticket barcodes will be cancelled. 
11.12 If an Event is cancelled, rescheduled or materially altered, only the original purchaser of a transferred Ticket will be entitled to any refund or credit available under clause 7. We will only deal with the original purchaser of a transferred Ticket in respect of all matters relating to the Ticket and the Event for which it is issued. It is the responsibility of the original purchaser of a Ticket to keep all the recipients of any transferred Tickets updated with any information we provide to the original purchaser. 
11.13 Requests for exchanges may only be made by the original purchaser.  
11.14 To the maximum extent permitted by law, any liability We may have in connection with a Ticket will only be owed to the original purchaser of the Ticket, and not to any recipient to whom that Ticket may have been transferred (whether using Ticket Transfer or otherwise). 

  1. VOID TICKETS 

12.1 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 be ejected and liable to legal action. 

  1. RESTRICTIONS 

13.1 Ticket(s) may be restricted to a maximum number or sold subject to certain restrictions on entry or use, such as restricted, obstructed or side view or a minimum age for entry. Any such restriction shall be displayed on Our Site or our App or otherwise notified to You before or at the time You book the Ticket(s). It is Your responsibility to ensure that You read all notifications displayed on Our Site or via the App. We reserve the right to cancel Ticket(s) purchased in excess of the maximum number, without prior notice unless the purchase of Ticket(s) in excess was due to Our error, in which case We will notify You prior to cancelling Your Ticket(s). 

  1. CONDITIONS OF ADMISSION AND ATTENDANCE 

14.1 For Events at Venues operated by ATG, please refer to the Admissions Policy above. 
14.2 If you have purchased Tickets for an Event held at a Venue not operated by Us, please refer to their individual Admissions Policies, which can be found on the relevant Venue’s websites. 

  1. PACKAGES AND UPSELLS 

15.1  Packages and Upsells are additional products or services beyond an event ticket, sold either as part of a ticket purchase or independent of a ticket purchase. These Terms and Conditions shall be applicable to Packages or Upsells and, unless set out in this clause 15 or the context otherwise requires, all references in these Terms and Conditions to Tickets shall include Packages or Upsells. 
15.2  If You purchase any Packages or Upsells (with the exception of ‘Delivered at Seat’) then You will be sent a voucher to enable you to redeem your purchase at the Venue. In order to redeem Your Package or Upsell You must present the Package or Upsell voucher together with proof of purchase at the Venue. You will only be able to redeem the voucher for the Package or Upsell on the day of the performance with respect to which the Package or Upsell has been purchased. Package or Upsell vouchers will be delivered with Your Tickets (if purchased at the same time as Your Tickets) and issued in the same manner as noted in clause 4 above.  Any Upsells not purchased at the same time as Your Tickets will be issued with Your confirmation email of purchase of the Upsell. Package or Upsell vouchers are only redeemable with a valid Ticket on the day of the relevant performance.  
15.3 If You purchase any Upsell using ‘Delivered at Seat’: 

  • you will receive a confirmation email notifying You that your order has been accepted which will include a unique reference number;  

  • your payment method will be authorised and debited in the amount of the order;  

  • the Venue will prepare the order and deliver it to the seat number or click and collect location specified by You when placing Your order.  

15.4  Products may vary slightly from their pictures. The images of the additional items which comprise Package and Upsells on our Site and/or App are for illustrative purposes only. Although We have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your Upsells may vary slightly from those images.  
15.5  Individual products sold as part of the Ambassador Lounge experience are subject to change and ATG reserves the right to substitute any advertised products with items of equal or greater value. 
15.6  We cannot guarantee that all Upsells ordered online will be available on the day of the Event. We will however do Our best to ensure that your order can be fulfilled. In the event that we cannot fulfil your order or can only fulfil part of your order, We will provide You with a refund in respect of those parts of the order which could not be fulfilled. 
15.7  You have a legal right to receive Upsells and individual items which form part of a Package which comply with their description and which are of satisfactory quality. If You believe that the Upsells or related Package items you have been delivered do not comply with these legal rights, please let Us know. We may request a photograph showing the problem if it is something that can be seen by inspecting the Upsells or relevant Package items and, if the Upsells or Package items do not comply with these legal rights, We will provide a refund in respect of the affected part of the order.   
15.8  Packages can only be exchanged, refunded or cancelled in circumstances where the Tickets to which they relate are exchanged, refunded or cancelled or as set out in clause 15.9. Where Tickets are exchanged, the Package vouchers may only be exchanged if the product to which they relate is available on the new date that the Ticket is exchanged to and if not a full refund will be issued for the Package voucher element of Your booking. 
15.9  Certain types of Upsells can only can only be exchanged, refunded or cancelled in circumstances where Tickets for the performance to which the Upsells relate are exchanged, refunded or cancelled or as set out in clause 7. These Upsells include, but are not limited to:  
1) the Ambassador Lounge; 
2) Ticket Refund Protection; 
3) car parking; 
4) Priority Access; 
5) Pizza Al Teatro bookings;  
6) food and beverage (including sip cup combos and Delivered at Seat); 
7) house programmes; and 
8) any products that are made to Your specification or are clearly personalised. 
15.10 For merchandise purchased online or via the App or over the telephone, you have the right, without giving any reason, to cancel such part(s) of your order that relates to the merchandise, within 14 days of the date of delivery of the merchandise to You. Please note, You are not entitled to cancel Your associated Ticket purchase in such circumstances. This right to cancel does not apply to purchases in person, such as at the Venue, or to merchandise that is made to Your specification, is clearly personalised or has been included in a package bundle, where all sale are final.  
15.11 To exercise your right to cancel, You must inform us of Your decision to cancel Your purchase within 14 days of the date on which the merchandise is received, We recommend that this is done by submitting a request online at help.atgtickets.com. Please include a clear statement of the wish to cancel the purchase, provide evidence of proof of purchase, details of name, phone number, email address, address and details of the order to cancel. You may use our  Model Cancellation Form, but it is not obligatory.  
15.12 Once You have notified Us within the relevant deadline that You wish to exercise Your right to cancel, if You have received the merchandise (or if it has already been dispatched and You do not reject delivery of the same), You must send back the merchandise (not used and in pristine condition) as follows: 
(a) if the Upsell has been provided to You by our Event Partner, You must send the Upsell back to the relevant Event Partner, to such address as notified by Us to You or as displayed on our Site; or 
(b) if the Upsell has been provided to You by Us, You must send the Upsell back to Us at such address as notified to You by Us. 
15.13 Returns must be sent promptly and, in any event, no later than 14 days from the day on which You communicate Your cancellation to Us and We advise You to obtain proof of sending. Please also note: You will have to bear the costs of returning the merchandise, unless otherwise stated by Us or the relevant Event Partner. 
15.14 If You cancel a purchase of merchandise under this clause 15, We will generally reimburse to You all payments received from You in relation to the relevant cancelled merchandise. including the costs of delivery (except for the supplementary costs arising if You chose a type of delivery other than the least expensive type of standard delivery offered by Us).. 15.15 Provided that You return your item in in unused and pristine condition, We will make the necessary refunds under this clause 15 without undue delay, and no later than 14 days after the day: 
(a) We or the relevant Event Partner receive the relevant merchandise back from You; or 
(b) You provide evidence that You have returned the merchandise; or 
(c) that We are informed about Your decision to cancel Your purchase, if the merchandise was not delivered to You. 
15.16 Refunds shall only be made to the person who purchased the Upsell 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 or SOLT Theatre Tokens. 
 

  1. GIFT VOUCHERS 

16.1 Gift Voucher purchases are subject to our Gift Voucher Terms and Conditions. These can be viewed at: https://www.atgtickets.com/legal/terms-and-conditions/gift-vouchers/ 
16.2 ATG+ Gift Membership Vouchers are subject to our ATG+ Terms and Conditions. These can be viewed at: https://www.atgtickets.com/legal/terms-and-conditions/membership 

  1. PRIORITY ACCESS AND PRIORITY CLUB 

17.1 The price of Priority Access is £5 and entitles the customer to fast-track entry (once doors have opened) and a house programme (when produced and available). 
17.2  The price of Priority Club Bar is £10 and entitles the customer to fast-track entry, a house programme (when produced and available), access to a priority bar pre-show and during the interval where the customer can purchase 2 for 1 cocktails (excluding Scottish venues).  Priority Club Bar is only available to purchase for select performances at Birmingham Alexandra Palace and the Piccadilly Theatre. 
17.3  Priority Access is available to ATG+ members at no additional cost (except for opening performances of weeklong or longer running shows) but ATG+ Members will not be entitled to a house programme.  ATG+ members can purchase Priority Access for these opening performances. 
17.4  Priority Access and Priority Club Bar does not include a house programme where a house programme is not produced for the show. 
17.5  Priority Access and Priority Club Bar is not available to purchase during press nights or on certain shows when there is a meet and greet taking place prior to the show.  
17.6  Priority Access and Priority Club Bar have limited capacity per show and is subject to availability. 

  1. RETAIL OFFERS 

18.1  ATG reserves the right to change these general terms and conditions which are applicable to all retail offers and discounts at any time without prior notice by amending these online. 
18.2  Offers and discounts are not transferable and cannot be used in conjunction with any other offer or discount. 
18.3  All offers and discounts are subject to availability, can be changed or withdrawn without notice, and may be available for a limited period only. 
18.4  Due to Licencing restrictions some offers and discounts may not be available in Scotland. 

  1. SALE OF ALCOHOL 

19.1  Sales of alcohol are made subject to the Licensing Act 2003 for theatres in England and Wales, the Licensing (Scotland) Act 2005 for theatres in Scotland and any theatre specific conditions stipulated on the premises license. 
19.2  All ATG theatres operate a Challenge 25 proof of age scheme. If, in the opinion of our theatre staff, you appear under the age of 25, you will be asked to prove your age by providing photo identification such as a passport, drivers licence, card bearing the PASS hologram or military identification card. 
19.3  ATG reserves the right to refuse any sale of alcohol. 
19.4  Any alcohol ordered online or via the app is also subject to the following terms and conditions: 
a) By placing an order for an alcoholic product you confirm that you are aged 18 or over. 
b) The individual who made the order must, upon collection of the alcoholic product at the relevant theatre, provide proof of their identity and that they are aged 18 or over in order for the sale to be completed. 
c) We cannot guarantee that all alcoholic products ordered online or via the app will be available on the day of the show at the relevant theatre. We will however do our best to ensure that your order can be fulfilled. 
d) In circumstances where sales of alcohol are refused at the point of collection or we cannot fulfil your order, you will be provided with a full refund for the cost of the order. 

  1. ATG ACCESS MEMBERSHIP SCHEME 

The following scheme applies at Venues owned or operated by ATG. Alternative pricing or reasonable adjustments may apply where we sell tickets on behalf of third-party Venues. 

20.1 ATG reserves an allocation of accessible seating, may offer Price Adjustments and concessions (‘Access Prices’) and operates a Personal Assistant or Essential Companion ticket scheme for customers who are disabled (as defined by the Equality Act 2010) in order to support equal access. 
 
Registration 
20.2 Customers wishing to book tickets at Access Prices or a ticket for a Personal Assistant or Essential Companion are required to provide proof of eligibility. This is to ensure that resources to support accessibility are reserved for the customers who require them and is standard practice for other types of concession. 

  1. We will record details of your access requirements and the type of proof of eligibility provided on your customer booking account, thereby registering you as an Access Member. Once registered there is no requirement to present separate proof of eligibility with each booking for a period of three years or until the scheme is reviewed, and you will be able to book accessible seats and Access Prices, with a Personal Assistant or Essential Companion ticket if you are eligible. 

  1. Individuals who are a parent, carer, guardian or personal assistant and wish to book a ticket on behalf of a child, dependant or employer who has an access requirement may register on the disabled person’s behalf. You will be asked to give details and proof of eligibility on behalf of the eligible disabled person. 

Proof of Eligibility 
20.3  A Nimbus Disability Access Card or Hynt Card is required as proof of eligibility to book Access tickets. Submit your details and proof of eligibility via our secure online form. Digital copies will not be retained; once it has been checked, we record the type of proof provided and your Access or Hynt Card number, and permanently delete the digital copy. If booking by telephone, you can tell us your card or account number, or present it in person at Box Office. 

  1. If you do not have the required proof of eligibility, we provide a free online service to gain this proof via the Access Card from Nimbus Disability, a third party. This service is available at: https://www.accesscard.org.uk/atg-registration/The free service will provide you with proof of eligibility for use at ATG venues only, or you may choose to upgrade to the full Nimbus Access Card for use at a wide range of other organisations. The cost and process for this are outlined on the Nimbus Access Card website. If you live in Wales, you may also use the Hynt Card. 

  1. As they are specialists in accessibility, we will consider the decision made by the Access Card/Nimbus Disability team or Hynt to be final. The Nimbus Access Card appeals process is detailed on their website, which refers any contested decisions to an independent panel. 

  1. Data is not shared between Nimbus Disability or Hynt and ATG without your express permission; Nimbus Disability or Hynt will provide you with a card or account number, which can then be used to register for Access Membership with ATG. 

Restrictions 
20.4  Access Membership benefits are not transferable. By purchasing a ticket at an Access price and/or by booking a Personal Assistant or Essential Companion ticket, you agree that the ticket(s) will only be used by a disabled person (as defined by the Equality Act 2010), eligible guests and/or an essential companion whose presence enables your visit. 

  1. Customers who intentionally give false information or who attempt to use the Access Membership Scheme to book tickets for a non-eligible person, re-sell or otherwise pass on their tickets to a non-eligible person will have their Access Membership revoked and will be unable to book further tickets at Access Prices. We reserve the right to request ticketholders' proof of identity at the Venue, and, in the event that valid proof of identity is not provided, refuse any such ticketholders admission to the Venue or ask such ticketholders to leave the Venue. 

  1. If the Access Member cannot attend the performance, please refer to our Exchanges policy in these Terms & Conditions. If you wish to resell your tickets please contact us at help.atgtickets.com. If you pass your tickets to another person to use and they are not an Access Member, they will be required to pay the difference between the original discounted ticket price paid and the full ticket price. Certain performances do not permit tickets to be passed on at all; this will be stated when you purchase your tickets. Personal Assistant or Essential Companion tickets must not be resold.  

Access Prices 

  1. Each Access Member may book one concessionary ticket per performance, as well as additional companion ticket(s) where eligible (subject to availability). Access concessions or discounts will not be applied to tickets already priced below £20 or in the lowest standard price band for any given Event. 

  1. In addition to the above, we recognise that some customers require the support of another person to access our venues and services. Subject to proof of eligibility, where you require this additional support you may book a ‘Personal Assistant or Essential Companion ticket’ for the companion, who must be aged 16+, to attend the same performance, at no additional cost or in some instances a reduced price. Details of the process to register for this scheme, administered by Nimbus Disability on our behalf, can be found on our website: Personal Assistant & Essential Companion tickets. If you live in Wales you may also use the Hynt Card. 

  1. In order to provide adequate support, Personal Assistant or Essential Companions must sit next to the Access Member they are supporting. We reserve the right to move your tickets to adjacent seats, or cancel your tickets where this facility is misused. 

  1. Only one discount or concession can be applied to any given ticket and cannot be applied after purchase. Discounts do not apply to Packages and ancillary items or services. 

20.7  Accessible seats, Access Prices and Personal Assistant or Essential Companion tickets are always subject to availability and may not be available for certain Events or available for sale via third party ticketing agents. Where ATG sells tickets on behalf of venues or events that we do not own or manage, that organisation’s own policies may apply and you should refer to their terms and conditions of sale. 
20.8 We retain the right to review, amend or withdraw the Access Membership Scheme at any time, revoke Access Scheme Membership if the customer’s eligibility changes and to require customers to re-apply for a new Access Scheme Membership after review. 

  1. HEALTH AND SAFETY 

21.1 Ticket holders must comply with all relevant statutes, safety announcements and Venue regulations whilst attending the Event. If Ticket holders have any special requirements 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. 

  1. DISPUTE RESOLUTION 

22.1 Any complaints about a Ticket holder’s seating or ability to view a production should be made promptly to the Venue management either before or during the performance. 
22.2  If any dispute arises out of these Terms and Conditions, We will attempt to settle it. We will acknowledge all customer correspondence within 24 hours and 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 within 5 working days. Although this does not restrict your rights to pursue court proceedings, if we are unable to settle any dispute by negotiation within 21 days and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members. 

You can reach  STAR on 01904 234 737, or +44 1904 234737 if calling from outside the UK (10am-5pm Monday to Friday), or by visiting https://www.star.org.uk/dispute-resolution/. If you’d prefer to write to them, their address is: 

Society of Ticket Agents and Retailers 
Blake House 
18 Blake Street 
York YO1 8QG 

  1. WAIVER 

23.1 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. 

  1. ASSIGNMENT 

24.1 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. 

  1. SEVERABILITY 

25.1 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. 

  1. THIRD PARTIES 

26.1 The Event Partner(s) and its affiliates, successors or assigns may rely on any rights set out in these Terms and Conditions in accordance with the provisions of the Contracts (Rights of Third Parties) Act 1999 (the ‘Act’). Except as provided above, any person who is not a party to these Terms and Conditions shall have no rights under the Act to rely on any 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 on We, the Event Partner(s) (and/or its affiliates, successors or assigns) and You (or Your assignees permitted hereby) have rights and obligations under this contract. 

  1. EVENTS BEYOND OUR REASONABLE CONTROL (FORCE MAJEURE) 

27.1 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 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 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. 

  1. AMENDMENTS AND VARIATIONS 

28.1 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 very thing 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. 

  1. NO PARTNERSHIP OR AGENCY 

29.1 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 agent or any other relationship between You and Us beyond the relationship created under these Terms and Conditions. 

  1. ENTIRE AGREEMENT 

30.1 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 us in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between us. Each of us agrees that we have 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 of Conditions or not) other than as expressly communicated by Us to You before You have completed Your purchase or set out in these Terms and Conditions. Nothing in this clause shall operate to limit or exclude any liability for fraud. 

  1. GOVERNING LAW AND JURISDICTION 

31.1 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.