Terms and Conditions of Sale and Entry
TICKETING
FEES
- Every booking made online, via telephone or in person will be subject to a £1.50 transaction fee
- All exchanges and ticket resales are subject to a £1 per ticket admin fee.
- Members at the Friends level, and above, do not pay transaction or admin fees.
EXCHANGES & RESALE
We do not offer refunds but, with sufficient notice (see below), we can offer you an exchange to another performance or issue you credit on your Donmar Warehouse account in lieu of tickets you can no longer use. (See credit section below)
Customers must contact us at least 24 hours in advance for us to offer credit or an exchange outright.
- Customers returning tickets outside of the box office opening times should email boxoffice@donmarwarehouse.com. The email timestamp will be taken as time of contact.
If you contact us more than 24 hours before the performance that you are booked for:
- We will initially try and exchange your tickets to a different performance of the same production, depending on availability.
- If we are not able to exchange your booking, we can credit your Donmar Warehouse account. (See Credit section below)
If you contact us with less that 24 hours notice we can offer the following:
- If the performance is sold out of available tickets (including any last minute production holds) we will accept your tickets back for resale. We reserve the right not to accept tickets for re-sale. We cannot guarantee the resale of your tickets.
- If tickets are resold we will credit your Donmar Warehouse account. If your tickets are resold, you will be contacted by the Box Office within 72 hours of the performance.
- If the performance is not sold out we are not able to offer to credit, exchange or resell tickets.
CREDIT
- Donmar Warehouse credit is valid for 12 months from the date of issue, subject to a £1 per ticket admin fee (see Fees section above). After this point any unused credit automatically becomes a donation to the Donmar.
- You have the responsibility to track the expiry date of your credit. This can be checked on your account page online or by contacting the box office directly.
CANCELLED PEFORMANCES
- If we are required to cancel a performance, we will attempt to contact you at the earliest opportunity. We can hold the value of your tickets on your Donmar Warehouse account as credit for future bookings. Alternatively we can offer a full refund.
UNAUTHORISED RESELLING
- Reselling a ticket for profit or commercial gain makes the ticket void. No tickets may be re-sold for any reason by any outlet other than the Donmar Warehouse Box Office or one of our authorised ticket agents (unauthorised outlets include websites such as auction sites). Failure to comply will make this ticket void. Whilst we take responsibility for tickets purchased directly through the Donmar Box Office, our website and authorised ticket agencies, we will not be responsible for tickets that have been sold through unauthorised methods. Bookers with tickets purchased through an unauthorised vendor will not in any circumstances receive an exchange or refund from the Donmar and we reserve the right to refuse admission to anyone whose tickets have been purchased through an unauthorised agency or third party.
GENERAL
- We reserve the right to make alterations to the advertised programme, casting or schedule at any time and without advance notice.
- Please ensure the box office has your correct contact details.
- Where a concession is claimed, tickets may only be available for collection on the day of the performance and proof of identity and concession entitlement may be required (proof of age or student status, for example). From time to time, other conditions may be in place for specific ticket types or performances (for example, restrictions on the number of tickets you are able to purchase). Please read these carefully, as by purchasing tickets, you agree to abide by these extra terms and conditions.
- If you requested your tickets to be delivered by post or electronically and you have not received your tickets in advance of your visit you can collect duplicate tickets at any time before the performance. If you are coming on the day of your visit, please arrive in plenty of time as the theatre will become busy and, for many performances, latecomers will not be admitted. You will need to bring a form of ID with you to collect your tickets. This includes government issued ID (driving license, passport) or the credit/debit card you used to make your booking.
- See our Privacy policy for more information about the data we store and how we look after it.
CONDITIONS OF ENTRY
- Every member of the audience must have a ticket.
- For security reasons, bags may be searched as a condition of entry.
- We reserve the right to refuse admission or eject any person that it believes is likely to cause a nuisance, disturbance or threat to other audience members, the venue or workers at the theatre.
- All latecomers and audience members who leave the auditorium once the performance has started are required to watch the performance on a monitor in the circle bar. If the production has an interval, latecomers may take their seats at this point. No refund or exchange will be offered in these circumstances.
- Electronic devices should be switched off before entering the auditorium.
- The use of cameras, audio recording and filming equipment is strictly prohibited. Please do not bring large camera equipment into the theatre as you may be asked to leave it with staff outside the auditorium.
- The Donmar Warehouse may carry out general filming, sound recording or photography in or around the venue. By entering the venue, you and your party are consenting to being filmed, recorded or photographed as a member of the audience.
- CCTV is in operation in the theatre.
- Children under the age of ten cannot be admitted in to the auditorium.
- Strobe lighting, smoke effects and gunshots are sometimes used in productions; details are available at the Box Office after the first preview. We will also place signage indicating what effects are to be used outside the auditorium.
- Please note that the Donmar Warehouse does not have cloakroom or storage facilities for bicycles or luggage.
- The Donmar Warehouse accepts no responsibility for any personal property brought to the venue
- Hot Food or alcoholic drinks purchased off site are not permitted for consumption inside the venue.
- Any alcoholic drinks purchased at the venue are for consumption on site only.
- Drinks purchased at the theatre bars may be taken into the auditorium in plastic cups.