What To Do If Your Event Is Cancelled or Rescheduled

Due to Covid-19 restrictions, some of our events and performances have been rescheduled or cancelled.

We will contact you directly, either by email or phone call, to discuss your booking options if you hold tickets for a cancelled or rescheduled event.

If you have a question, we’ve provided more detailed information below to help you.  Alternatively, please do call our Box Office team on 0115 989 5555 from 10am–8pm Monday to Saturday, or email us at, and we’d be happy to help.

Further Information For Ticket Holders

What should I do if I have tickets for an affected event?

If an event is postponed, rescheduled or cancelled, ticket holders will receive an email or phone call, detailing the options available.

Postponed events: We will contact you directly when the event is either rescheduled to a new date or is cancelled.

Rescheduled events: We will contact you directly to inform you of the new date and your options.

Cancelled events: We will contact you directly to offer you the option to exchange your ticket for a gift voucher or to receive a full refund.

How will my refund be processed?

Refunding your card remotely
We can refund some debit and credit card transactions automatically, usually within 14 days, but it can sometimes take a little longer to appear on your statement.

Calling on the telephone
We may need to contact you by telephone to process your refund.  For your peace of mind, please be assured that the protection of your personal data is of paramount importance to us.  At any point in the call, you may ask our operator to verify details only we would know such as when and how you purchased your tickets.  If you are at all unsure, please do feel free to end the call.  We will completely understand and will call you back at another time, or you can call us on 0115 989 5555 Mon-Sat 10am to 8pm.

In some cases, we may not have an up-to-date contact telephone number for you.  If this is the case, we will send you a letter explaining how your refund will be processed.

Refunding if you paid in cash, by cheque, or with a gift voucher
If you purchased your tickets using cash, cheque or gift voucher, a member of our team will contact you directly by telephone to discuss how your refund will be processed.

If you purchased your tickets through a ticket agency
We are only able to process refunds for ticket purchases made directly with us, Theatre Royal & Royal Concert Hall, either on our website or via our Box Office.  If you purchased tickets through a ticket agency, for example Ticketmaster or See Tickets, you will need to contact them directly.

To help you identify your point of purchase via your order number: Theatre Royal & Royal Concert Hall order numbers have seven digits.  If your order number contains any hyphens, special characters or letters this is more likely to be from a ticket agency.

How can I get in touch to discuss my booking?

You can call our Box Office team on 0115 989 5555 from 10am–8pm Monday to Saturday, or email us at

If you are sending us an email, please include your full name, the order number (seven digits) and the event title.

Our website and social media pages will be updated regularly with the latest information, on Twitter and Facebook @RoyalNottingham and

I’ve seen on social media that an event I have tickets for has been rescheduled. Will my tickets be valid for the new date or will I be offered a refund?

Our Programming and Box office teams are working hard to reschedule as many events as possible.

Whilst we will do our best to contact you directly as soon as we can, sometimes you might hear about this on social media before we’ve managed to reach you. But please don’t worry, your booking will remain securely on our system until we have contacted you directly.

Can I get a refund or exchange if I no longer wish to come to a performance?

SOCIALLY DISTANCED PERFORMANCES: If you or anyone you live with/in your support bubble displays symptoms associated with Covid-19, or if you are required to self-isolate following Government guidance, please do not visit the Theatre Royal & Royal Concert Hall. Under these circumstances, please call our Box Office team on 0115 989 5555.  We can offer you an exchange or full refund up to 24 hours before the socially distanced performance you are attending. If the performance you are planning to attend is within the next 24 hours, please call us on 0115 989 5555 to discuss the options available to you.

In all other circumstances, our terms and conditions of sale remain the same i.e. tickets cannot be refunded or exchanged except if a performance is cancelled.

In the event of a show being sold out, the Theatre Royal and Royal Concert Hall can try to resell tickets on your behalf.  This is subject to tickets being returned to us at least 24 hours before the show.  We will temporarily waive our £2 per ticket fee for this service.

I was really looking forward to coming to a show that has been cancelled. Will it be rescheduled?

We are working hard to reschedule as many events as possible. We will keep our website and social media pages updated with any further information via Twitter and Facebook @RoyalNottingham

I’m concerned about the future of the venue in these unprecedented circumstances. What can I do to help?

Thank you. Here are some of the ways you can help.

See a show
The best way you can support the Theatre Royal & Royal Concert Hall would be to come and see a show. Going to a theatre show or concert is such an enriching and joyful experience, especially in uncertain and anxious times, and we are very proud to be able to offer an exciting variety of cultural experiences to entertain, inspire and connect people.

Make a donation
If you wish to show your support in other ways, you could make a donation or leave a lasting legacy by Naming a Seat in the auditorium. You can find out more about both these options here

Join the Membership scheme
If you visit us regularly, you might consider joining our Membership scheme, which is a great way to help us safeguard these two wonderful, historic venues for future generations to enjoy. You can find out more here