Terms and Conditions

THE QUAY THEATRE SUDBURY
TICKETING POLICY & TERMS & CONDITIONS OF SALE

OPENING HOURS
The Box Office is open for bookings in person or over the phone on 01787 374745
10am—1pm  Wednesday—Friday and from one hour before a performance.
Bookings can be made online at www.quaysudbury.com at any time.

CAR PARKING

We have our own private car park which is free of charge and for the use of only those attending The Quay Theatre. All customers must ensure they register their car into the third party system to be compliant. Failure to do so will result in a fine from the car parking company.

CONTRACT OF PURCHASE

The contract for the purchase of ticket(s) is formed as soon as The Quay Theatre Sudbury has processed your payment and will expire immediately after the performance of the event for which ticket (s) have been purchased. The purchase is subject to and governed by these Terms and Conditions. For use of data see The Quay Theatre’s Data Protection Policy.

TICKETS

The Quay Theatre operates a system of e-tickets for all performances.  These will be emailed to you following purchase and can either be printed at home to bring to the performance or presented on arrival electronically for scanning.  In the event of customers not having an email address, a printed alternative will be made available.

GIFT VOUCHERS
Electronic gift vouchers can be purchased from the box office.  These are valid for a period of 12 months from purchase and can be redeemed online using the voucher code or by visiting or calling the box office.

BOOKING FEE
The Quay charges a £1.50 booking fee per ticket to cover administrative costs.

EXCHANGE OF SEATS

Customers may exchange their seats for an alternative option at the same performance subject to availability. An Exchange Fee of £1.50 per ticket will be payable for any such change on every ticket.

REFUNDS
The Quay is unable to offer any refunds on tickets unless a show is cancelled or postponed.

CREDIT Credit to a customer’s account may be applied at the discretion of the Theatre Manager. This credit must be redeemed against a future performance within twelve months of exchange and will not be credited again without agreement of the Theatre Manager.

TRANSFERAL OF TICKETS Tickets sold or transferred for commercial gain by anyone other than The Quay Theatre or one of its authorised ticket sellers invalidate the tickets and holders will be refused entry.  The Quay Theatre will not be held responsible for any tickets purchased through unauthorised methods.

ACCESS
Our auditorium can accommodate up to three wheelchair users and we welcome assistance dogs at all performances. Please advise us of any access requirements at time of booking by calling the box office on 01787 374745.

Due to licensing requirements, no person will be admitted to a performance without a valid ticket.  This provision includes babes in arms and other small children.

CONCESSIONS

Concessionary rates and the availability thereof are set by the Quay Theatre in conjunction with the Visiting Manager.  Please refer to show publicity for details of what is available.  Only one concession, per person, per transaction, is permitted and proof of eligibility may be requested at any time. Concessions apply only to full price tickets and may not be used in conjunction with any other offer/concession. They may not be applied retrospectively.

RESERVATIONS

As a rule The Quay does not reserve tickets without payment.  Any such arrangement is at the discretion of the Theatre Manager and will be for a maximum of seven days. Any tickets held in this way must be paid for in full a minimum of twenty one days before the performance in question.

GROUP BOOKINGS

The Quay welcomes groups of any size to the theatre and on occasion discounts may be available dependent on size of party on a show-by-show basis.  Tickets for groups of over 10 may be reserved in accordance with the reservations policy and can be held for an additional seven days on receipt of a non-refundable deposit of 20% of the value of the whole booking with the balance payable a minimum of 21 days before a performance.

DISCOUNTS & OFFERS

The Quay Theatre reserves the right to introduce or withdraw offers at any time. Prices and discounts may change without notice. Some offers may only be available through the Box Office and not online. Offers cannot be applied after tickets have been purchased or used in conjunction with concessions.

Instructions on how to redeem offers should be followed carefully. Not following instructions will cause delays on arrival at the theatre and may result in entry being refused.

COMPLIMENTARY TICKETS

Complimentary tickets are tickets issued by the theatre free of charge to individuals on occasion as part of the theatre’s regular operation. The issuing of complimentary tickets in all instances are at the discretion of the Theatre Manager or their nominated deputies subject to the stipulations of this policy.  These tickets fall in to one of the following categories:

SEAT DIMENSIONS

The auditorium seats are 43” deep by 41” wide with a minimum of 1ft additional leg room.

CHILDREN & BABES IN ARMS

Children must be supervised at all times and such supervision shall be by at least one adult for every eight children. The Quay Theatre reserves the right to ask parents, guardians or supervisors to remove children if, in the opinion of the management, they are causing a disturbance. A performance may be halted if this instruction is not adhered to.

Children aged 24 months and above must have their own seat which shall be at full ticket price if no child concessions are available at the time of booking.

Babes in arms, (children under 24 months), shall only be admitted to shows programmed for this age group and a ticket must be purchased for them.

OPENING OF THE HOUSE

The house will open half an hour before a performance.

SHOW CONTENT
Certain productions may contain flashing lights, strobe, haze effects and pyrotechnics. If any of these are likely to affect your enjoyment of a performance please contact the box office for clarity.  Films and Live Theatre Screenings will be subject to age ratings and live
performances may be subject to advisory age restrictions. Management reserves the right to refuse entry on these grounds.

 REASONABLE ALTERATIONS

The Quay reserves the right to make alterations to the cast or advertised arrangements, including rescheduling events.  It may amend seating arrangements after a booking has been completed.

LATECOMERS
Dependent on the nature of the performance latecomers may be asked to wait for a suitable break in performance before taking their seats.  The Quay Theatre reserves the right to provide alternative seats to those specified on the ticket in such instances. In the case of one-act plays, latecomers may not be permitted at all.

GOVERNANCE

Ticket holders will comply with all Government or Local Authority rules or regulations relating to the theatre’s operation.

Ticket holders must comply with all relevant statutes, safety announcements, instructions and theatre regulations whilst in the theatre.

EXTERNAL FACTORS

Ticket holders will comply with any and all guidelines and instructions implemented by The Quay Theatre as a result of national pandemics, emergencies or other events of countrywide significance.

PHOTOGRAPHY & PHONES

The taking of photographs, the use of mobile phones and mobile devices and the making of any recordings of any performance is strictly prohibited.

COURTESY & RESPECT

The Quay Theatre is committed to ensuring that all our customers enjoy their time with us in a courteous and respectful environment.  Noisy and/or inappropriate behaviour displaying disrespect towards staff, performers and other patrons will not be tolerated and such behaviour will lead to ejection from the theatre and possible future barring from the venue.

BECTU SAFER THEATRE CHARTER

The Staff and Board of The Quay Theatre Sudbury are committed to the principles of the Anything Doesn’t Go campaign and are signed up to The BECTU Safer Theatre Charter.  A zero-tolerance policy towards anti-social, violent, abusive or discriminatory behaviour is embedded and enforced throughout the organisation.

REFUSAL OF ADMISSION

The Quay Theatre reserves the right to refuse admission and may request that ticket holders leave the theatre at any point on reasonable grounds and will take any appropriate action to enforce this right. Such instances necessitating this action include occasions where a customer;

• has behaved in the theatre in a manner which, in the reasonable opinion of the management has, or is likely to affect the enjoyment of other visitors; or
• 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
• in the reasonable opinion of the management is under the influence of drugs or has consumed an excessive amount of alcohol; or fails, when required, to produce proof of identity or age; or obstructs gangways, access-ways, exits, entrances or staircases, congregates in non-authorised areas is in breach of these Terms and Conditions.

LIABILITY

The Quay Theatre will not be responsible for any loss, injury or damage to any person or property howsoever caused;

• in any circumstances where there is no breach of a legal duty of care owed; or
• 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
• to the extent that any increase in any loss or damage results from breach by you of any of these Terms and Conditions. In the event of any claim being found valid, the maximum liability of The Quay Theatre will be the face value of the ticket and The Quay Theatre will not be liable for any consequential loss of any kind.

The Quay Theatre will be under no liability whatsoever in the event of any damage or loss arising through force majeure which means any cause beyond its control including, without limitation, forced closure, closure due to restrictions making it uneconomic to open, act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lockout, weather, third party injunction, national defence requirements, acts or regulations of national or local governments.

• Visiting Manager Comps – Complimentary tickets for Visiting Producers or Hirers.  Show contracts state the following:

Hirers

1. The Resident Manager reserves the right to issue necessary press and other obligatory tickets.
   
2. The Hirer will provide the Resident Manager with details of their own complimentary ticketing requirements a minimum of two weeks before the performance. In summary, the number of Visiting Manager complimentary tickets is decided by Hirer in consultation with the Resident Manager taking in to consideration any variations on the hire agreement.

Visiting Companies

1. The Resident Manager reserves the right to issue necessary press and other obligatory tickets.
2. The Resident Manager shall provide the Visiting Manager with four complimentary tickets per performance unless otherwise agreed and detailed in writing by the Resident Manager. Such tickets must be booked a minimum of two weeks before the commencement of the engagement via the Resident Manager.

In summary, the number of Visiting Manager complimentary tickets is dictated contractually by the Resident Manager although subject to availability, additional complimentary tickets may be made available to the Visiting Manager at the discretion of the Theatre Manager taking in to account the likelihood of selling all available tickets, the artistic requirements of the Visiting Manager and the financial implications.

• Suppliers – On occasion complimentary tickets may be made available to suppliers of the theatre.  Suppliers broadly fall in to two categories; a) Suppliers with a direct input to a production i.e. electrical supplier b) Other Suppliers i.e. drinks supplier.  The former group will be entitled to a maximum of 4 complimentary tickets per calendar year whilst the latter group will be eligible for a maximum of 2 complimentary tickets for the same period in the spirit of partnership working and building collaborative ongoing business relationships.
• Staff & Volunteer Comps

All staff are encouraged to attend performances as we believe that knowledge and experience of the work we are staging enables us all to do our jobs better and in particular helps staff to share knowledge and enthusiasm for performances with our customers.  Volunteers will on occasion have an opportunity to view parts of performances as part of their job but on occasion at the discretion of the Theatre Manager, Staff Comps may be issued.

In summary, staff are not entitled to complimentary tickets as a matter of course although offers may be made on a show-by-show basis taking in to account show arrangements, ticket sales and other practicalities.  It is important that staff are fully engaged in the theatre’s output.  A consistent approach will be made to all employees although particular achievement or performance may be rewarded on occasion taking in to account all regular considerations.

• Press – Tickets will on occasion be issued to journalists and photographers reviewing performances or writing preview pieces in the local press.
• Prize Tickets – Prize tickets can be divided in to two categories.
  a) The Quay receives occasional requests from charitable organisations for theatre tickets or ticket vouchers as prizes for raffles, auctions and other competitions.  The Quay, as a community venue, is keen to support local causes and as a result issues tickets or vouchers to a maximum of 12 organisations a year.  Dependent on the request and forthcoming performances these donations may be for a pair of tickets for a performance or a family ticket for four for a children’s show.
  b) The Quay reserves the right to offer complimentary tickets as competition prizes through its own promotions and publicity or through those of other press and media outlets. Such promotions will be assessed on a show-by-show basis.
• Papering – In the event that a show is selling poorly but is still financially viable for the Resident and Visiting Manager to proceed, the decision may be taken to paper a performance to ‘dress the house’. This process ensures an enhanced experience for both the audience and performers rather than a sparsely populated auditorium and boosts the Resident Manager’s front of house revenue.  External papering agencies may be utilised for this purpose at the discretion of the Executive Director in consultation with the respective Visiting Manager. This course of action will only be taken in the event of ticket sales being below 30.
• Creative – Directors, designers, and producers may be offered a single complimentary ticket for their own production at the discretion of the Executive Director.
• Corporate – The Quay is in the process of developing it’s new Corporate Membership scheme. Any complimentary entitlements will be decided in due course and this policy updated accordingly.
• Patrons – The Quay is in the process of developing it’s Individual Donor initiatives. Any complimentary entitlements will be decided in due course and this policy updated accordingly.
• Responsibility – As detailed in point 3, staff may be required to see performances as part of their job.  This could be as a volunteer stationed in the auditorium, a theatre technician, or an individual assessing a performance, its content, artistic merit and suitability.  This list is not exhaustive.

GRIEVANCES

The Quay Theatre has a Complaints Procedure which is initiated if anyone is unhappy with any element of service received. This policy does not affect any other right you may have and does not seek to override these Terms and Conditions. In the event of any conflict between the policy and these Terms and Conditions, these Terms and Conditions shall prevail.

 TERMS & CONDITIONS

These Terms and Conditions and any specially agreed terms constitute the entire agreement between the parties in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between the parties. You acknowledge that the Quay Theatre shall have the right from time to time to amend these Terms and Conditions.

Each party agrees that it has not entered into these Terms and Conditions in reliance on, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity (whether negligently or innocently made) by any person (whether party to these Terms of Conditions or not) other than as expressly communicated by the theatre to before completion of the purchase or set out in these Terms and Conditions. Nothing in this clause shall operate to limit or exclude any liability for fraud.

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.

Data Protection

The Quay Theatre will collect, use, store and disclose your personal details in accordance with our Privacy Policy.