Tickets are issued subject to the Rules and Regulations of the event organiser and promoter, as well as those of the venue and box office operated by Pump House Theatre and Arts Trust Ltd (a registered charity). Purchase of any ticket(s), constitutes acceptance of these. Full details are available on request.
- Please check your ticket immediately after purchase as mistakes cannot always be rectified.
- The handling charge or booking fee for purchasing tickets is a service fee for use of the box office and cannot be refunded in any circumstance, except at the sole discretion of box office operator.
- The box office charge a 70p booking fee per ticket. This booking fee covers box office and payment fees and contributes directly to the charity that administers the venue and box office.
- Tickets can only be exchanged after purchase at the discretion of event organiser or Box Office operator and will incur an administration charge for doing so. Tickets cannot be exchanged less than 24 hours before a performance. Tickets can only be exchanged for a different performance date for the same event the original tickets were purchased for. All tickets issued will be e-tickets, sent to the email provided when purchasing tickets.
- We cannot be held responsible for any lost or stolen tickets. We reserve the right to cancel any ticket bookings which it reasonably suspects to have been made fraudulently.
- Eligibility for the standard Concession price ticket available is limited to those in full time education under age of 25, Senior Citizens (over 60’s), D/deaf and disabled people, those registered as being on State Benefits. Proof of status may be required at the point of purchase and/or collecting of tickets, and eligibility for Concession price is at the sole discretion of event organiser or Box Office operator. The venue and the event promoter/organiser reserve the right to refuse admittance or charge the difference in price if valid proof of status is not shown on demand.
- We will offer, where possible, one complimentary ‘Personal Assistant ticket’ for the companion of customers who require assistance to attend an event when a ticket has been purchased for the customer requiring assistance. We will be able to do so only where authorisation has been given by the event promoter/organiser. We encourage all event promoters/organisers to provide this ticket offer but cannot enforce this offer if an event promoter/organiser does not consent. ‘Personal Assistant tickets’ cannot be purchased individually.
- The ticket holder is responsible for ascertaining whether an event has been cancelled and the date and time of any rearranged event. If an event is cancelled or rescheduled, the event organiser or Box Office operator will use reasonable means to notify ticket holders of the cancellation once we have received the relevant authorisation from the event promoter/organiser or venue. Please note that we cannot guarantee those ticket holders will be informed of such cancellation in advance of an event.
- Where an event has been cancelled by the artist/performer/venue, ticketholders will be contacted regarding reimbursement for tickets purchased.
- Where an event has been cancelled by no fault of the artist/performer/venue, in the first instance, we will endeavour to provide you with a ticket to an alternative performance date of the same event to attend. In circumstances where this is not applicable, the event organiser or Box Office operator will contact the ticketholder to provide a suitable resolution.
- Tickets are sold subject to the management’s right to alter or vary the programme due to events or circumstances beyond its control without being obliged to refund monies or exchange tickets.
- Purchase of a ticket does not override the Venue Management’s right to refuse admission should patrons breach any Rules and Regulations of the venue or the event promoter/organiser. The management may on occasion have to conduct security searches to ensure the safety of patrons attending events.
- Unauthorised use of photographic and recording equipment at events is prohibited. Tapes or films may be destroyed. Laser pens, mobile phones, dogs (except guide dogs) and patron’s own food and drink may also be prohibited, though this is at the ultimate discretion of the venue.
- Ticket holders’ consent as members of a live audience to any officially sanctioned photography, filming and/or sound recording that may be taking place at the venue or during the event. If you would like to request the removal of your likeness from the database, please contact boxoffice@pumphouse.info and we will consider requests on a case-by-case basis.
- The event promoter/organiser and venue Management accept no responsibility whatsoever for the loss or damage of any personal property.
- Purchase of a ticket gives the ticketholder a right only to a seat of a value corresponding to that stated on the ticket and the venue management reserves the right to provide alternative seats to those specified on the ticket.
- The ticket holder must comply with all relevant statutes, safety announcements and venue regulations whilst attending the event. We are not responsible for any non-compliance and will not refund tickets in the case of non-admittance.
- Tickets may be restricted to a maximum number per person. We reserve the right to cancel tickets purchased in excess of this number.
- We reserve the right to recover any difference in price that may occur in the event of a discrepancy between a price listed and that charged by the event promoter/organiser. In the case of a refusal to pay the difference, we reserve the right to cancel any such booking whereby the monies paid do not cover the actual price.
- Please note that for tickets purchased to performances suitable only for persons aged 18 and over, any ticket-holder unable to present valid identification may not be admitted to the event. We are not responsible for verifying the age of attendees and will not refund tickets in the case of non-admittance.
- Latecomers may not be admitted until a suitable break in the performance. Some performances may contain no suitable breaks. Admittance is at the final discretion of the event organiser and venue management. The box office is not responsible for identifying which performances do not admit latecomers and will not refund tickets in the case of non-admittance.
- Breach of the above terms and conditions, or any unacceptable behaviour likely to cause damage, nuisance or injury to other persons shall enable the venue management or event promoter/organiser to eject ticketholders from the venue. Their decision is final, and we will not refund tickets in the case of ejection/non-admittance.
- After an event has taken place, the refund or exchange of Tickets is at the sole discretion of the event promoter/organiser, regardless of attendance or not.
- Once an event has been attended, any refund or exchange of Tickets is at the sole discretion of the event promoter/organiser. Whilst we as the box office operator will pass on any complaints to the event promoter/organiser, we are unable to compel them to act and any further correspondence should be directed to them.
- Pump House Theatre and Arts Trust, acting as an agent on behalf of the event promoter/organiser, under no circumstance accepts responsibility for the content or quality of any events. No refunds will be issued after the fact for events the ticket holder deems unsuitable or of substandard quality.
- As a time-limited purchase, customers should be aware that purchases of event tickets are exempt from the Consumer Contract Regulations. We will endeavour to exchange tickets to another event wherever possible. In such circumstances, Watford Fringe Festival’s usual administrative exchange fees will apply.
- On occasion may offer a Credit Note for future services in lieu of a refund. This is valid for a specified period, which is entirely at the discretion of the box office provider, and only for use by the designated beneficent. Once any such issued Credit Notes have passed the stated expiry date, the value of any unused credit remaining shall revert to the box office provider.
- All complaints are reviewed on a case-by-case basis and the outcome will be decided at the sole discretion of box office provider. Complaints can be escalated to the Pump House Theatre and Arts Trust Board of Trustees on request. Any outcomes to this will be final.
- We have a duty of care to its artists, staff, volunteers and contractors to ensure a safe working environment for all. Reports of mistreatment of staff or artists will be treated seriously and may lead to cancellation of tickets and being denied entry to events. In serious cases, you may be blacklisted and unable to return. Actions considered unacceptable include, but are not limited to Physical violence, abuse, written or spoken language that leads someone to feel afraid, written or oral language containing expletives, hate speech, defamatory statements, inflammatory allegations, unwanted physical attention, sexual harassment, unreasonably persistent communications, unreasonable time scale demands.
- Gift Vouchers may be available on occasions for future services in return for payment of a corresponding value. Vouchers are issued solely by the box office provider or event organiser for a specified period of one year, the length of which is entirely at their discretion. Once any such issued Gift Vouchers have passed the stated expiry date, the value of any unused credit remaining shall revert to the issuing organisation.
- We will endeavour to explain the benefits of discount offers through its online and print content, as well as through its customer service representatives. It is the responsibility of potential purchasers to clarify the terms before purchasing using any offers. We are not liable for any misunderstanding of the benefits advertised as being available and will not refund any membership fees in the event that these benefits have been misunderstood.
- We reserves the right to alter the benefits available of any discount offers as required, and in line with circumstances. Although we will undertake to provide all promised benefits as advertised, there may be occasions when it is beyond our control to provide all of the benefits advertised. In such circumstances, we will not be liable to compensate for any benefits promised and not received.
- We are not responsible for the provision of offers by any partners; the offering or otherwise of all discounts and price reductions is solely at the discretion of participating organisations.
- All donations made through our website, www.pumphouse.info or any subsidiary operating under it, as well as those made over the telephone or in person, are understood to be made to Pump House Theatre and Arts Trust Ltd, and once made any monies given are not returnable in any circumstance.
- All merchandise is sold subject to the Consumer Rights Act 2015.
- Please contact Pump House Theatre and Arts Trust, in writing, within 14 days of receipt of goods, if you wish to take up your statutory right to cancel your purchase of merchandise bought online or over the telephone.
- This does not affect your statutory rights to return faulty goods for a full refund, up to 30 days after receipt, or up to 6 months after receipt, if, and only if, faulty goods cannot be repaired or replaced.
- In the event of the return of any merchandise, for whatever reason, we will not be liable for the return cost of postage for said items.
- As per your statutory rights, you may also contact the European Online Dispute Resolution platform, either through the link or by emailing them at odr@tsi.org.uk if you have a dispute you would like to resolve.
- All time periods quoted will be extended to the next working day if they end on a Saturday, Sunday or Bank Holiday. This includes all cancellation periods and the time limits for returning goods, providing refunds, etc.
- We reserve the right to contact the customer, regardless of whether they have opted-in to receive marketing communications, for the purposes of administering their booking/purchase. Such reasons shall include, though not be limited to, cancellation of shows, reminders of purchases, update of performance status, and advice on ticketing availability. We shall endeavour not to contact the customer unduly.