Terms & Conditions

By purchasing a ticket by telephone, over the counter, via the website, or via an agency, you are agreeing to these terms and conditions of sale:

• Tickets cannot be refunded or exchanged except in the case of a cancelled performance.
• In the event of a show being sold out, the Theatre Royal and Royal Concert Hall can try to resell tickets on your behalf (if purchased from the venue). A refund will only be issued on successful resale of the tickets. We cannot accept resale requests on the day of the show or if purchase via other ticket providers.
• Please be aware that latecomers may only be admitted at a suitable break in the performance. At some shows latecomers may not be permitted entry.
• In the event of unforeseen circumstances, it may be necessary to alter or amend seat allocation. We will inform you at the earliest opportunity but will not be obliged to refund monies or exchange tickets.
• The unauthorised use of camera, video, audio or other recording is strictly prohibited.
• All information is correct at point of sale. On rare occasions it may be necessary to amend or make alteration to the published detail of the event, including advertised performers without being obliged to refund monies or exchange tickets.
• Tickets must not be resold. This includes the resale of tickets for profit, including tickets via a third party ticket re-sale site or ticket tout, in which circumstance we reserve the right to cancel tickets or refuse admission without notice and without being obliged to refund monies. If you find you unable to attend, please contact your original point of sale.
• We reserve the right to refuse admission or to eject a ticket holder for behaviour which we consider unacceptable. We have a zero-tolerance policy on any abusive behaviour towards its staff.  If any customers are found to be abusive, either verbally or physically, they will be removed from the premises and will be unable to attend future performances.
• If you experience a problem whilst at the venue or during an event, please bring it to the attention of the duty manager immediately. We regret we may not be able to offer refunds or exchanges retrospectively.
• In the event of a clear and evidenced systems error we reserve the right to void any ticketing contractual commitments.
• Under 14s attending events at either the Theatre Royal or the Royal Concert Hall must be accompanied by an adult aged 18+.
• Any purchases made to the Theatre Royal & Royal Concert Hall Nottingham will appear as TRCH Nottingham on your bank statement.
• Any purchases made at our internal bars and Yarn will appear as CGC on your bank statement.

Booking your tickets and what you can expect to pay
If you book your tickets online, e-tickets will be emailed to you. Bookings made over the telephone with the box office team will be emailed to you, or you can choose to collect them from the venue during our opening hours or on the day of the performance.

What is a Cookie

Cookies are small files of numbers and letters stored on a device (e.g. computer, laptop, smartphone) when a user accesses a website. They are designed to hold a modest amount of data specific to a particular client and/or website, and can be accessed either via the web server, or the client computer.

Cookies allow our website to recognise devices and remember information regarding preferences e.g. if you have created a personalised homepage, or if you have logged into a site. Cookies don’t tell us who you are, and you can determine whether or not to allow cookies onto your computer – see ‘How can I see or control cookies’ (below). We use two particular types of cookies on our website.

Session Cookies

These are temporary cookies, which only exist for the period you access the TRCH website. Session cookies help the website remember what you did on the previous page, of if you have logged in, thus avoiding having to re-enter information.

Within our website, these cookies do not contain personal information, and cannot be used to identify you. Session Cookies are necessary for our website to function properly, so if you do decide to turn cookies off then you will be unable to add tickets to your basket, or log in to your account.

Google Analytics

Our website uses Google Tag Manager (GTM) for its tracking and analytics, and to observe statistics and adapt and improve online services. The cookies used trace traffic anonymously across the website, where the data is collated within Google Analytics.

Why we use Cookies

When you visit a site that uses cookies for the first time, a cookie is downloaded onto your device. The next time you visit that site, your device checks to see if it has a cookie that is relevant; that is, one containing the site name, and sends the information contained in that cookie back to the site.

The site then identifies that you have been there before, and in some cases tailors what features on the screen to take account of that fact. For instance, it can be helpful to vary content according to whether this is your first ever or 99th visit to a site. Generally the role of cookies is beneficial making your interaction with frequently-visited sites smoother.

The length of time a cookie will remain on your device will depend on the type of cookie. On our website, these cookies do not contain personal or account information.

How can I see or control Cookies

If you do not wish to use cookies when visiting the the Theatre Royal and Royal Concert Hall webpages, click here for instructions on how to turn them off your specific web browser. You can also change how cookies are stored on your device by clicking on the ‘Tools’ menu in your internet browser.

To find out more including how to: see what cookies have been set; manage Cookies generally; stop your browser downloading them; or delete them, visit allaboutcookies.org. Your browser’s ‘help’ function should also inform how to do this, as well as your mobile phone manual.

By continuing to browse the the Theatre Royal and Royal Concert Hall website you are agreeing to our use of cookies. Be aware that restricting cookies on our website may impact on some functionality.

Theatre Royal & Royal Concert Hall, Nottingham, is committed to ensuring that your personal data is protected. This policy sets out how we use and protect any information that you share with us.

Theatre Royal & Royal Concert Hall, Nottingham is part of Nottingham City Council.

WHAT PERSONAL INFORMATION DO WE GATHER?
When you purchase tickets or request to receive information from us we may record the following personal data in our database:

• Your name
• Postal address
• Telephone number(s) so we can contact you if there are any changes to the event
• Email address so we can contact you if there are any changes to the event, send you information about the event, send marketing information about other events if you have opted in to do so and send a confirmation email for purchases

If your details change it is most helpful if you can notify us so that our records are as up to date as possible. We may request other information about you in specific circumstances to further assist with your booking and help us to give you the best service we can when you:

• Purchase tickets
• Purchase gift vouchers
• Book to attend workshops, we may ask for allergy information or medical information if it is relevant to help protect you or your young person
• Join our Access Requirement Register
• If you tell us that you have specific seating requests
• Donate to any of our fundraising projects
• Join our membership scheme
• Give us feedback about an event or performance or when we collect feedback via a survey, questionnaire or focus

For security reasons we gather CCTV footage, this is kept securely and will only be shared with the Police Service if it is requested. We may occasionally gather photography and video footage at performances and events; we will notify customers on these occasions via notices in our foyer spaces.

We collect data when you sign up to our email newsletter or request to be added to any of our mailing lists. We give you the choice to give consent and opt-in to receive emails or postal mail for both Marketing and Fundraising purposes.

We use online tracking and analysis services, for example Google Analytics, to find out how our website is being used by our customers, which marketing activities are working best, and how we can improve customer experience.

WHAT DO WE DO WITH YOUR INFORMATION?
The information we collect when you purchase tickets allows us to fulfil our contract with you, to see that you are attending an event, so that we can find your tickets, notify you of any changes to event dates or times and see what types of events you are interested in. We use the personal data you provide us with to process your ticket bookings, administer donations and inform you of events, services, products and information that you may find useful. If you opt in to receive marketing communications from us, you will receive information such as newsletters, emails about forthcoming shows or special offers for events. If you have opted in to do so, we may contact you about future fundraising projects that we think are relevant to you, and how you can make a difference to our organisation through a donation or other involvement. When contacting you we may also include information or offers that we deem appropriate from organisations we have a partnership with, our sponsors or information about items that may assist you during your visit such as travel or food and drink locally available. Occasionally we may ask if you want to opt in to receive information from a visiting company, in which case if you chose to opt in we may pass your information on to them if they request it. We may use your data for internal research, benchmarking, monitoring and analysis including interactions with both the venue and its website. Personal data collected when you purchase tickets or sign up to receive communications from us is securely stored in our database with Box Office system provider Tessitura.   We may use your data to inform our online advertising, including Facebook, and other social media channels. Data used in this way is for research purposes only and is encrypted and not be shared with any third party. We may share anonymised information with other organisations so that they can complete monitoring and analysis however we will ensure that you cannot be identified in any way through the data they receive.

HOW DO WE KEEP YOUR INFORMATION SAFE?

• We do not sell personal details to third parties for any purpose.
• We will only share your data for marketing purposes if you have given us consent for us to do so.
• We will never sell or rent your information to third parties for marketing purposes and we will never store your credit or debit card information.
• When you give us your data we process it through our own customer relationship management (CRM) system. This holds all the data we collect about you on a single record including your contact details, ticket purchase history, memberships and donations. Data held in our CRM system is kept securely and access to the system is restricted to named individuals who need access to the data to do their job, all actions are audited throughout the system.   All staff who use our CRM system are annually trained on GDPR and Information Security.
• We retain your data and information for 10 years to help us analysis business trends, after this period the data is your data is anonymised on our system.
• We must keep it to comply with applicable laws or evidence compliance with such applicable laws or where there is an outstanding issue, claim or, dispute requiring us to keep such information until the issue, claim, or dispute is resolved

UPDATING YOUR DATA
You can access and amend the personal data and contact preferences we hold for you at any time by logging into your online account at http://www.tickets.trch.co.uk/account/login, selecting ‘Manage My Account’ and going to the ‘My Contact Preferences’ tab. You can also contact our Box Office on 0115 989 5555, email, tickets@trch.co.uk or by writing to us at Theatre Royal & Royal Concert Hall Box Office, Theatre Square, Nottingham NG1 5ND. You can also request that we stop contacting you or remove your data altogether using the above methods.

COOKIES
Please refer to our Cookie Policy  for more information.

REQUESTING YOUR INFORMATION
Our Data Controller is:
Nottingham City Council
Loxley House
Station Street
Nottingham
NG2 3NG

The Data Protection Officer for Nottingham City Council is Naomi Matthews. You can contact the data protection officer at the above address.

The General Data Protection Regulation provides for the following rights as prescribed by the legislation:

• A right to request a copy of your information
• A right to request rectification of inaccurate personal data
• A right to request erasure of your data known as ‘the right to be forgotten’
• A right to in certain circumstances to request restriction of processing
• A right in certain circumstances to request portability of your data to another provider
• A right to object to processing of data in certain circumstances
• A right regarding automated decision making including profiling

Please note that if you are unhappy with a decision regarding the handling of your data you have the right to complain to the Information Commissioners Office at Wycliffe House Water Lane Wilmslow, Cheshire SK95AF and also see the Information Commissioners website at https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/

If required we may need to disclose your details your information to the police service, regulatory bodies or legal advisors.

For more information about access to your personal information visit the ICO website: https://ico.org.uk/for-the-public/personal-information/