FAQs
House Rules & FAQs
Everything you need to know before your visit, from house rules and seating guidance to tickets, arrival times, and venue facilities.
House Rules
Arrival Time: Please allow time for ticket verification and seating.
Latecomers: Late arrivals may be seated at the discretion of the management during a suitable break in the performance to minimise disruption to other customers.
Electronic Devices: Please turn off or silence all electronic devices, including mobile phones, during the performance.
Photography and Recording: Photography, videography and audio recording may vary from performance to performance.
Food and Drinks: Outside food and drinks are not allowed inside the theatre.
Smoking and Vaping: Smoking, vaping and the use of other tobacco products are not permitted anywhere inside the theatre.
Children: Please check the age recommendation before purchasing tickets.
Behaviour: Please be respectful to fellow customers, performers and theatre staff. Any disruptive or disrespectful behaviour may result in removal from the theatre without refund.
Exit During Performance: If you need to leave the auditorium during the performance, please do so quietly and wait for a suitable break to re-enter.
Lost and Found: Lost items should be reported to the theatre staff. Found items can be returned to the box office.
Emergency Exits: Familiarise yourself with the nearest emergency exits and follow the instructions of the theatre staff in case of an emergency.
These rules aim to ensure a pleasant and enjoyable experience for all customers attending the theatre. We thank you for cooperating.
FAQ
Frequently Asked Questions
Seating Plan
The Stalls is the name we use for the ground floor in the main auditorium, and there are 12 stairs to reach the Stalls.
The Dress Circle is on the second level and has 27 stairs to reach rows L to N, and 45 stairs to reach rows P to T.
The Upper Circle is the top level of the auditorium and is accessed via the Dress Circle.
What does restricted view mean?
Some seats are classed as restricted view. This means that a structural feature, such as a pillar or safety rail, may partially block your view of the stage.
Degrees of restriction vary, but your view of the stage is never completely impeded.
If you are booking online, look out for the little information icon, which highlights important seating notes including restricted view positions.
Babes in Arms Policy
Children under 18 months are free for performances sold with reserved seating, provided they can sit on their parent's knees.
This only applies to certain shows and does not include, for example, children's shows and unreserved seated performances.
If you wish your child to have a seat of their own, a ticket must be bought.
Please note that regardless of age, any person deemed to be disruptive to the audience may be asked to leave the auditorium at the discretion of the Duty Manager, without refund.
All buggies, car seats and similar items must be left in our Museum Bar. This is necessary in the event we have to evacuate the auditorium.
Cigarettes and Artificial Smoking Devices
Customers are not permitted to smoke on the premises of any of our venues. This includes any form of electronic cigarette or other artificial smoking device.
Please note that any person breaking this rule may be asked to leave the venue at the discretion of the Duty Manager, without refund.
Accessibility
We have wheelchair accessible seats in the Stalls, and these can be purchased by calling the ticket office on 01224 641122.
The accessible seats are A3 and A4 in the front row, and K7 and K8 plus K10 and K11 in the back row.
The link below is a video that will give you an idea of what to expect when you arrive. We ask that you arrive 30 minutes before the show start time so we can get you in and settled in plenty of time before the performance begins.
The spec sheet also has some useful information that you should make yourself familiar with.
The stair climber works with standard manual wheelchairs. If you do have any questions, please contact the theatre on 01224 592755.
Can I get a refund or exchange my tickets?
Tickets are non-refundable unless the event has been cancelled, postponed, or rescheduled.
Personal expenses, including but not limited to travel and accommodation, are booked at your own risk and will not be compensated.
It is your responsibility to check your tickets carefully, as mistakes cannot always be rectified.
What happens if I'm late?
If you arrive late for a performance, you will be admitted at an appropriate break, which may in some cases be the interval.
Where are the toilets?
There are ladies' and gents' toilets on every level of the theatre. Please ask the Front of House team for directions.
The accessible toilet and baby changing facilities are located directly outside the Stalls main doors.
What time do doors open for a concert?
For the majority of performances, doors open 30 minutes prior to the show starting, unless otherwise stated.
Can I take photos?
Photography and the recording of events may vary from performance to performance. Please check with the Front of House team on arrival.