Ticketing
- TICKET TERMS OF PURCHASE
1.1 Refund Policy
The Embassy Theatre operates under a no refund policy – unless a performance has been officially cancelled. A ticket cannot be refunded in adverse weather conditions, direct road closures, epidemics, etc. if a performance or event still goes ahead. No refunds for prebooked tickets will be provided on the announcement of a subsequent special offer.
1.2 Ticket Purchased
Only tickets (electronic or physical) which are purchased from the venue, or official ticket agents, will entitle you to enter the performance, event, or experience. Any forgeries or unauthorised tickets will be confiscated, entry will be prohibited, and the incident will be handed over to the Police.
1.3 Seating
The ticket holder only has a right to a seat of the value corresponding to that stated on the ticket. The Management reserve the right to provide alternative seats to those specified on the ticket.
- CANCELLATIONS
2.1 Postponed/Cancelled Performances
The management reserves the right to cancel or abandon any performance/event, for reasons beyond its control, without notice and without being liable to pay any persons any compensation or damage, under any circumstances.
Where a performance or event is cancelled or re-scheduled, the Management will use its reasonable endeavours to notify you using the details you provided at the time of booking. It is the bookers responsibility to provide contact details at the time of booking and inform the Management of any change to the contact address, telephone number or email address.
It is the responsibility of the ticket holder to ascertain whether a performance or event has been cancelled or re-scheduled, as well as the updated date and time of any re-scheduled performance or event.
2.2 Cast Replacement
In the event of performer illness (where the artiste is part of a multiple cast line-up) the producer will source a suitable replacement (stand-in) to appear without detriment to the show or production. In this instance no refunds or exchanges will be given.
- RESERVATIONS
The theatre does not accept reservations. Exceptions can be made, for example: In an instance where a transaction cannot be completed, through no fault of the customer. The tickets reserved will be held for a maximum of 5 days; tickets not purchased within this time frame will be released without further notice.
- CONCESSIONS
Please, be aware that concessions may not be available at all performances and is down to the discretion of the promotor. Proof of age or carer’s cards may be required when presenting concession tickets.
4.1 Under 14’s
Those attending that are under the age of 14, are entitled to a child rate.
4.2 Under 2’s
Those attending that are under the age of 2 and will not require their own seat, can attend a performance on a complimentary ‘Lap Ticket’.
4.3 Family Tickets
A ‘Family Ticket’ consists of either 2 Adults & 2 Children OR 1 Adult & 3 Children – unless otherwise stated.
4.4 School Groups
If your school would like to attend a theatre performance, please contact the Box Office for further details.
4.5 Group Bookings
A discount code of 10% is applied to bookings consisting of 10 or more. All tickets must be purchased within the same transaction. If booking online, please ensure the code has been applied prior to completing the transaction, as this cannot be rectified post-sale.
4.6 Carer’s Scheme
We accept the CEA Card, National Carer’s Card, and Access Card. This entitles the card holder to bring a carer with them using a complimentary ticket – the complimentary ticket cannot be used by the card holder themselves. This scheme can only be applied to bookings made via Box Office. The card must be valid and presented at the time of booking. It is the responsibility of the booker to inform the Box Office that you are a carer’s card holder prior to a payment being made; this cannot be applied post-sale.
- AGE RESTRICTIONS
5.1 Unaccompanied Children
Children under 11 years old cannot attend unaccompanied (regardless of certification). They must be accompanied by an adult, aged 18 years or older.
Children under 14 cannot attend unaccompanied after 7pm (regardless of certification). They must be accompanied by an adult, aged 18 years or older.
5.2 Performance Restrictions/Guidelines
If a performance has a strict age restriction in place, then no person’s under this age will be permitted entry. Proof of ID may be required for age restricted performances. Not presenting ID, if asked, will result in entry not being permitted and no refund given.
If a performance has an age guideline in place, then that is our recommended viewing age. However, it will be down to the parent’s/guardian’s discretion whether they think they performance is suitable for their accompanying young person. The theatre will not be responsible for occurrences from going against our recommendations and will not be obligated to refund any ticket purchased. If you have any queries, please speak to the Box Office in advance.
- VIEWING RESTRICTIONS
Tickets with a restricted view are available for purchased on a majority of performances. This means that you may not be able to see the entirety of the stage. An incomplete view may be caused by the positioning of your seat, or an object is in your line of sight, i.e. a piece of sound equipment. The Auditorium has no post or pillars that would cause an obstruction.
When booking online, ‘restricted view’ seats will be clearly highlighted with an ‘i’ symbol. The theatre is not responsible for the ticket holder booking a restricted view seat in error, and this seating type will not always be available at a reduced rate.
- VOUCHERS
7.1 Gift Vouchers
Gift vouchers can be purchased via the Box Office or online through the website for any desired monetary amount. Physical gift vouchers can only be obtained when booking in-person at the Box Office. Vouchers will expire either 2 years from the purchase date or the date that the e-voucher has chosen to be sent – if this option was selected. Gift vouchers are non-refundable and can only be used towards theatre performances and hospitality packages.
7.2 Voucher / Discount Codes
Certain codes can only be redeemed via the Box Office. Please, ensure that you have the code to hand at the number of bookings. More than one voucher or discount code cannot be used in conjunction.
- THEATRE CREDIT
Credit is not offered for purchased tickets or experiences in the event that they cannot be/have not been used by the customer. However, this will be considered in extenuating circumstances, having provided at least 24 hours’ notice prior to the scheduled performance date. Post show requests will not be considered.
If you are provided with theatre credit, this is available to use towards any performance, seats, and hospitality packages and will be available to allocate within 12 months from the date that the credit was issued. After this date has passed, the credit will expire without notice.
- LOST TICKETS
Replacement e-tickets can be issued by contacting the Box Office and will automatically be sent via the original delivery method, unless you inform us otherwise. To collect physical tickets or to change the delivery method, identification will be required to action this.
- POSTING TICKETS
The theatre does not have the provisions to send tickets via post. However, you can have e-tickets sent through to a provided email address or, alternatively, you can collect physical tickets from the Box Office.
Admissions
- CODE OF CONDUCT
The Management reserves the right to refuse admission in any reasonable circumstances including, without limitation: For health and safety, license restrictions, anti-social behaviour, or where a ticket is void.
The Management reserves the right to remove any ticket holder from the venue, without refund, on reasonable grounds including and without limitation: Where the ticket holder breaches these Terms and Conditions, disrupts other audience members’ enjoyment, or does anything that the Management considers to be unacceptable behaviour which may cause damage, nuisance, or injury to staff or customers.
The Management reserves the right to allow audience members to stand in seated areas of the auditorium.
- SAFETY AND SECURITY
12.1 CCTV
By entering the theatre premises, you consent to being recorded by our CCTV system. This footage is used for the sole purpose of the security and safety for our staff and visitor. Recordings will be sorted in accordance with our data retention policy.
12.2 Bag Searching
The Management is entitled to conduct security searches of persons and property to ensure the safety of all patrons at the venue. If you decline the search, you will be refused entry/removed from the theatre without refund or recompense. Items will be confiscated which, in the opinion of the Management, may cause danger or disruption to other members of the audience, or the performance or event, or is an item that is not permitted in the venue as listed below:
12.3 Prohibited Items
Laser pens; animals (except guide dogs); ticket holders’ own food and drink; glass containers; any item which may be interpreted as a potential weapon (including sharp or pointed objects such as knives); and illegal substances. Any items which are considered to be illegal, will be obtained and the Police will be contacted.
12.4 Smoking
The Embassy Theatre has a strict No Smoking policy. Smoking of any kind – which includes the use of cigarettes and e-cigarettes/vapes – is not permitted within this venue. Designated smoking points can be found by the entrance and exit points.
12.5 Alcohol
Only drinks purchased from the Embassy Theatre can be consumed on the premises. If drinks are brought in, these will be confiscated upon discovery, or during a bag search. Alcohol and soft drinks from the Embassy Bars – appropriately decanted, may be taken into the seating area for most performances. There will be some instances where a no-alcohol policy is in place, inside the Auditorium. This venue operates a ‘Challenge 25’ responsible serving policy.
12.6 Food
Only food purchased from the Embassy Theatre can be consumed on the Premises. If food is brought in, these will be confiscated upon discovery, or during a bag search.
12.7 Large Items/Bags
There are no lockers or storage within the theatre for non-essential large items and bags. Occasionally, items can be kept within the Box Office, but this is not guaranteed, and items will not be monitored – no responsibility will be taken by the theatre for loss or damage, whilst in our possession. If large items/bags are brought into the theatre with no alternative plans for storage, then entry may not be permitted, and no refund or compensation will be provided.
- TIMINGS/ARRIVAL
13.1 Performance Start Time
The event start time is prompt and printed on your ticket(s), with the Auditorium doors opening 30 minutes prior. Please, ensure you arrive with plenty of time for check-in and have your tickets ready to present for scanning.
13.2 Experiences/Packages Entry Time
Please, check your tickets for the time stated for your specific purchase, as experiences/packages are likely to have an earlier entry. It is the responsibility of the customer to check for this information and the theatre will not compensate for reduced time/missed extras time due to lateness.
13.3 Latecomers
We understand that sometimes lateness is inevitable, and we will do our best to admit you. However, please be aware that certain events will prevent late arrival entering the Auditorium unless there is a gap in the performance or, occasionally, until the interval.
Please, make us aware if you will struggle to make it on time and we can advise you of the procedure for that performance. The theatre will not be held responsible for customer lateness and no refunds or compensation will be given for delayed entry.
- ACCESSABILITY
14.1 Wheelchairs
The theatre has designated wheelchair accessible spaces, which are accessed via the use of a lift outside of the Auditorium. These spaces can only be booked via the Box Office, we appreciate that this may involve waiting to book your tickets until our opening hours, but this to ensure they are booked by the appropriate persons.
Accessible spaces guarantee a flat level, no stairs, and ease of access. Alternative seats that are booking via the website, will contain a standard seat and therefore, will not be able to accommodate wheelchairs. The theatre will not take responsibility for the incorrect purchasing of seats.
14.2 Mobility Scooters
Mobility scooters/walkers cannot stay in the Auditorium during any performance, due to fire and safety regulations. They may be used to access your seats but will need to be removed by a member of your party, as soon as convenient. Alternatively, we have an in-house wheelchair to assist with accessibility to your seat – please, speak to an attendant on arrival regarding this.
14.3 Mobility/Carers
Those with disabilities or limited mobility should speak to the Box Office, prior to booking. This will ensure that you are booked into an area that will most likely meet your requirements, although due to limited availability, this may not always be possible. Despite our recommendations, it will be down to the individual to assess whether to proceed with the booking.
Those who need assistance may be required to bring a carer with them. If a carer is not in attendance when one is essential, and either you are unable to access your seats or The Management deem that you will not be able to evacuate safely without assistance in the event of a fire, then we may refuse entry. If you do not book in accordance with your needs and we are unable to accommodate last-minute, then the theatre is not obligated to provide a refund or recompense.
- RECORDING AND PICTURES
The permittance of recording/photography is determined by the promotors and the touring crew – not The Management or any members of staff. Details on the guidelines regarding this will be available on the evening of each performance. It is the ticket holders responsibility to speak to a member of staff for further information and with any additional queries.
Please, be aware that certain performances will prohibit the taking of videos or photos of any kind. If anyone is seen to be doing otherwise, they will be asked to leave the premises – without refund or compensation.
- LOST PROPERTY
The theatre accepts no responsibility for possessions that were lost or stolen on the premises. However, if an item is found, it will be kept for a limited period of time or attempted to be returned to the owner – if and where possible.
General
- OFFICIAL PHOTOGRAPHY
On occasion, there will be an official photographer/representative from The Embassy Theatre Skegness and visiting production team present to take promotional production material of the event you are attending.
These may include crowd shots in which you could feature as a member of the audience. If you have any questions about this, please speak to a member of staff prior to the show commencing or contact the Box Office in advance.
- PRIVACY POLICY
For information about how our company processes personal data, please read our Privacy Policy.
- COMPLIMENTS/COMPLAINTS
We appreciate any feedback from our customers as we stive to provide you with the best theatre experience, if you have any comments, please do get in touch with the Box Office to pass on your thoughts. However, on the occasion that you feel something isn’t quite right during your experience, please do let a member of the team know and, where possible, we will take proactive steps to rectify this for you.
Any dissatisfaction brought to our attention retrospectively will be treated as constructive criticism for us to look at in improving for the future. Recompense will only be considered if the opportunity to resolve the issue was given or if rectifying the issue could not be achieved at the time.
- ACCEPTING OF TERMS AND CONDITIONS
Please, carefully read through these terms and conditions prior to completing any booking at the Embassy Theatre. If you have any questions or queries, please contact the Box Office. By completing a transaction, you confirm that you accept these terms and conditions that are outlined above.
