Terms and Conditions

Refunds/Exchanges/Resales

1. Tickets are non-refundable except when an event is cancelled.

Cancellations

1. It is your responsibility to check that the Event has not been cancelled, rescheduled or made the subject of a Material Alternation. Information on such matters will be made available on behalf of the Organiser as soon as reasonably practicable on the website and/or at the Venue. Customers are advised that the website cannot always be updated immediately and that circumstances giving rise to cancellation, postponement or Material Alterations can sometimes arise at late notice or immediately prior to an Event.
2. If a show/performance is rescheduled ticket holders will be offered an equivalent value ticket of their original purchase for the new dates. If you cannot make the new dates, ticket holders will be entitled to a refund/credit note for the face value of the tickets. Refunds requests must submitted up to 48 hrs before the rescheduled performance. We regret that refund requests submitted after this date cannot be honoured.
3. In the event of a performance being cancelled we will offer all bookers the option of a full refund.

Exchanges

1. If you are unable to attend a performance tickets may be exchanged for another performance of the same event (subject to availability) up to seven days prior to the performance subject to a fee. The option to exchange would only apply to events with 4+ performances and issued at our digression.
2. Tickets are non-transferable to other events.
3. If the performance you are changing to is of a higher value you will either have to pay the exchange fee or difference in price (whatever is the higher value).
4. If the performance you are changing to is of a lower value you will lose the difference in price.
5. Your original ticket(s) will be voided / must be returned to Box Office at Alexandra Palace seven days prior to the performance.
6. Exchanges are not always possible and are subject to availability.

Fees

1. We charge a levy on all our theatre tickets which goes towards the upkeep and restoration of the building.
2. Booking fees may also be included in the cost of tickets which contribute towards the running of events and administration costs.
3. Ticket prices advertised include these fees.

Ticket collection

1. Tickets will be e-mailed at the time of booking. To limit paper use your tickets can be scanned direct from your phone on arrival. If you have not received these within two hours of booking please contact our visitor services on 020 8365 4343
2. If you lose your ticket or do not have means to download your e-ticket, paper tickets can be arranged for collection from the box office subject to a fee. You will be asked to provide the card with which you made the payment and valid photo ID.
3. Reprints can only be issued on the evening of the performance from the Box Office.
4. If you have bought your tickets through a ticketing agency e.g. See Tickets, Ticketmaster or any other, you will need to contact them regarding their reprint policy.

Making a purchase

1. Please check the date and time of your booking(s) carefully as mistakes cannot always be rectified.
2. Alexandra Palace reserves the right to alter or vary the advertised programme, including cast, running times, and other such matters without prior notice or without being obliged to refund monies or change tickets.
3. Occasionally it may be necessary to change seat allocation. We reserve the right to move customers to seats of the same or greater value without prior notification or obligation to refund monies or exchange tickets.
4. All tickets, merchandise and other items available to purchase through our website are subject to availability. We reserve the right to change or limit the number of tickets available for sale at any time.

Event suitability

1. Children under the age of 16 years old are not permitted into standing performances. 18+ may also apply. Refunds will not be given.
2. For Children & Family events, for reasons of Safeguarding all children aged 14 and under must be accompanied by a responsible adult (aged 21+) at all times.
3. Some events have specific mandatory age guidance and/or content warnings.
4. We may ask to see proof of your child’s age.

Attending an Event at the Theatre

The Theatre entrance is through the East Court

1. Latecomers may be admitted at a suitable point in the performance at the discretion of the Visitor Services Duty Manager. However, some performances have a strict no latecomers policy. We are unable to refund ticket(s) if you miss the performance start time and cannot be admitted.
2. The use of mobile phones is not permitted during performances.
3. Photography, video and sound recording of performances is strictly forbidden. Anyone found to be recording a performance may be asked to leave.
4. Strobes, lasers, smoke, haze, pyrotechnics and loud noises may be used as part the performance. Please contact Visitor Services if you have any concerns.
5. Music concerts are likely to involve loud music. Continued exposure to loud music is linked with long term hearing damage. We recommend you take care of your hearing and use safe listening practices such as wearing earplugs. If you don’t have your own please speak to a member of the Visitor Services Team who will provide free disposable earplugs
6. Occasionally the show or event may be filmed or recorded. Buying a ticket affirms your consent to the filming and sound recording of yourself as a member of the audience. If you have any objection, should this happen when you attend a show or event, please contact a member of the Visitor Service Management Team.
7. No alcohol, food or soft drinks purchased off the premises are allowed into the venue.
8. Hot food will not be allowed into the Theatre.
9. Alexandra Palace operates a Challenge 25 policy at all bars. ID may also be requested on collecting prepurchase interval drinks. Refunds will not be given if you are unable to provide proof of age.
10. For the safety of our Theatregoers routine searches and bag checks and body searches may be carried out. Failure to comply will result in non-entry. Refunds will not be given.
11. For events at Alexandra Palace, we encourage you to attend without bags. Should you need to bring a bag, we encourage you to bring the smallest one possible for your needs.
12. Venue Management has the right to remove persons from the venue for any reason including, but not limited to, behaviour that is; likely to cause damage, annoyance, or harm to others, health and safety reasons, if the Event staff believe that You are under the influence of drugs or alcohol, if Your fail to produce proof of identity or age, or if you refuse to comply with the Organiser’s security searches and venue policies.
13. Only medication in its original packaging will be permitted into the venue.
14. When fancy dress is permitted to certain events (please check your ticket / pre-show email) spectators wearing costumes which are deemed insensitive or offensive will not be admitted. Imitation weapons or other potential missiles will not be permitted. Football colours/shirts are also not permitted.
15. Any items confiscated will not be available for collection on exit and will be destroyed.
16. For your safety we ask that you undertake to comply with any and all instruction given to you by the Organiser and/ or all Venue staff at the Event.
17. Alexandra Palace operates a zero-tolerance policy with regards to verbal or physical abuse directed at staff or our customers. This also includes abuse aimed at the staff and the organisation via digital means (social media, phone, email). Refunds will not be given to ticket holders who are refused entry or ejected on these grounds. We reserve the right to bar any customers who are deemed abusive from the venue.
18. If anything during your visit doesn’t seem right, out of place or gives cause for concern, please let the nearest steward know.
19. Please respect our neighbours when leaving the Venue
20. If ejected from the event there is no re-entry, you will not be allowed back into the event.
21. By entering the event you acknowledge and accept the presence of CCTV.

Liability

The Organiser, venue, its employees or agents, will not be liable for any loss, injury or damage to any person (including Yourself) or property however caused (including by the Organiser or its employees or agents): a) in any circumstances where there is no breach of a legal duty of care owed by the Organiser or any of its employees or agents; b) in circumstances where such loss or damage in nor a reasonably foreseeable result or any such breach (save for death or personal injury as a result of a breach of a legal duty or care owed by the Organiser, its employees or agents); and / or c) to the extent that any increase in any loss or damage results from the breach by You of any of these Terms and Conditions.

Complaints

In the event that you believe you have a legitimate complaint that may give rise to a claim against the Organiser, you are required to notify the Organiser in writing of such complaint within seven days of attending the event by contacting [email protected]. To view the complaints policy please click here.