Terms & Conditions
Terms and 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. This is subject to tickets being returned to us at least 24 hours before the show. A fee of £2 per ticket is charged for this service.
- 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 in which circumstance The Management 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.
- The Management reserve the right to refuse admission or to eject a ticket holder for behaviour which The Management consider unacceptable.
- 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.
Following a review of our booking fees we have revised our charges and made it simpler and more transparent for you, our customers, to make decisions when booking tickets. The majority of our ticket income is passed directly back to the producers of the shows, so we have chosen to charge a small administration fee which is retained by the Theatre Royal and Royal Concert Hall as we do not have the ability to include these costs within our current pricing structure.
A £2 per transaction administration fee will be applied to all online bookings through www.trch.co.uk
In today’s busy world we understand that people want to book their tickets whenever and wherever is convenient for them and in the last 3 years, we have seen a dramatic increase in the levels of our online sales. We also appreciate that booking online is a less personal service which does not require resourcing to the same extent as our staffed box office however we do offer a select your own seat function and the website is available 24/7. With this in mind we are charging a reduced administration fee for our online bookings.
A £3 per transaction administration fee will be applied to all phone and counter bookings
Our goal is to provide an excellent personal service to our customers and to do this requires a lot of resources. This small charge helps us to continue to offer a box office facility rather than having to refer customers through to external booking agencies where the fees are much higher. Please be assured that any administration fees are reinvested back into the Theatre Royal and Royal Concert Hall, two of the best loved and most prestigious touring venues in the country.
A £1 fee to post your tickets
When you book your tickets you can choose to have the tickets posted for a £1 fee or held at the Box Office for collection free of charge.
Our Access Customers
Our customers that are wheelchair users or registered disabled, contacting us in person or by phone, will be charged a reduced £2 administration fee as we are currently unable to process these concessions through our website. Join our Access Requirement Register to claim a companion ticket if you require someone to attend the theatre with you – Please click here for more Access information.
Booking your tickets and what you will expect to pay
When you book your tickets the fees will be made clear to you and more details about our new fees are below. We have outlined what fees you will expect to pay and payment method you choose.
Whether you are paying by credit or debit card there will only be a £2 administration fee added to your booking total when you book through www.trch.co.uk. You will be given the option to have tickets posted for an additional £1, alternatively we can hold them at box office for collection at no additional charge. Any tickets purchased within 7 days of the performance date will automatically be held at the box office for collection
At the counter
Whether you are paying by cash, cheque, credit or debit card there will only be a £3 administration fee added to your booking total.
Whether you are paying by credit or debit card there will only be a £3 administration fee added to your booking total. You also have the option to have tickets posted for an additional £1 charge. Alternatively we can hold them at box office for collection at no additional charge. If you are purchasing Gift Vouchers we can post these to you by recorded delivery at a charge of £2 alternatively you can collect them from the Box Office
Some purchases are exempt from our fees as follows:
The following are exempt from the administration fee
- Any transaction of £12 or under booked in person or on the phone
- Education and Community events
- Certain foyer events and performances
- Groups bookings of 20 or more
- School group bookings
- Membership bookings
- Partners bookings
- Nottingham Classics subscription bookings
The following are also exempt from our card transaction fee
- Membership bookings
- Partners bookings
- Groups bookings of 20 or more
- School group bookings
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.
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.
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 .
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
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.
What personal information do we gather?
When you purchase tickets or request to receive information from us we record your name, address, contact number and email address on your personal customer record. If your details change please notify us that our records are kept as up to date as possible.
We may request other information about you when you book workshops, register for our Access Requirement Register or if you have specific seating requests to help us give you the best service when you book tickets, attend an event or request information.
What do we do with your information?
The information we collect when you purchase tickets allows us 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 also collect data when you sign up to our subscription centre or request to be added to the mailing list. If you have opted in to receive emails or mail then you will receive information from us such as newsletters, emails about forthcoming shows or special offers for events.
If you have opted in to receive information from a third party such as a visiting company then we may pass your information on to them if they request it. We will never share your information without your consent.
We may use your data to inform our online advertising including Facebook and other social media advertising. Data used in this way is for research purposes only and will be encrypted and will not be shared with any third party.
You can change your preferences at any time by contacting the Box Office on 0115 989 5555 or opting in or out on your account page on our website.
How do we keep your information safe?
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.
Requesting your information
You can request a copy of the information we hold about you (subject access request) at any time.
Requests should be made by post to:
Theatre Royal and Royal Concert Hall
Theatre Square, Nottingham
For more information about access to your personal information visit the ICO website