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What To Do If Your Event Is Cancelled or Rescheduled

If your event or performance has 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 trch.boxoffice@nottinghamcity.gov.uk , 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 trch.co.uk 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 trch.boxoffice@nottinghamcity.gov.uk

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 trch.co.uk