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TERMS AND CONDITIONS

Terms and conditions relate only to productions at Regent's Park Open Air Theatre.

Last Updated: 18 July 2022

1. THESE TERMS

1.1 These are the terms and conditions on which we supply services to you. For details on how we collect and use information you provide to us, see our Privacy Policy.

1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think there is a mistake in these terms, please contact us to discuss.

1.3 Please note that our auditorium, stage and lawn are completely uncovered and shows in our main theatre repertoire may be cancelled or abandoned because of the weather (this excludes films and one-off live music and comedy shows which are never cancelled because of the weather). Tickets are non-refundable in the event of cancellation because of the weather but may be exchanged in accordance with our policy set out in section 5. below.

1b. Attending the theatre safely

You must familiarise yourself and comply with any Government guidelines, laws, regulations or other restrictions imposed from time to time because of COVID-19 and any relevant rules applicable to where you live or through which you must travel to reach the theatre.

Before attending our outdoor, uncovered theatre you should also familiarise yourself with the COVID-19 information and safety precautions we are implementing in our theatre available at www.openairtheatre.com/welcoming-you-safely. Notwithstanding this, we cannot eliminate the risk of COVID-19 in its entirety. Therefore, if you feel uncomfortable with the risks associated with COVID-19 or cannot comply with the measures in place, please do not purchase tickets or attend the theatre.

You must not attend the theatre if you develop one of the main COVID-19 symptoms as denoted by the NHS and you also:

  • have a high temperature; or
  • do not feel well enough to go to work or do your normal activities.

Whilst at the theatre:

  • you must comply with all relevant government guidance;
  • you must comply with all instructions given by our staff; our signage; and our full terms and conditions; and
  • if you fail to comply with government guidance or our COVID measures, we may ask that you leave the theatre.

If we are required by any COVID-19 government guidance or restrictions to cancel a performance, tickets may be exchanged or refunded as set out at section 5 of our terms and conditions.

In the event that you cannot attend the theatre because you develop one of the main COVID-19 symptoms as denoted by the NHS and you also have a high temperature or do not feel well enough to go to work or do your normal activities, you can exchange your tickets up to 48 hours before your performance, subject to availability.

    2. INFORMATION ABOUT US AND HOW TO CONTACT US

    2.1 We are Regent’s Park Theatre Limited, a company registered in England and Wales. Our company registration number is 00759557 and our registered office is at Stage Door Gate, Open Air Theatre, Inner Circle, Regent’s Park, London NW1 4NU. Our registered VAT number is 997 3013 90.
    2.2 You can contact us by telephoning our customer service team at +44 (0)20 7467 4920 or by writing to us at [email protected] or our registered office address above. Please address postal enquiries to Visitor Services.
    2.3 If we have to contact you we will do so by telephone or by writing to you at the e-mail address or postal address you provided to us in your order.
    2.4 When we use the words "writing" or "written" in these terms, this includes e-mails.

    3. OUR CONTRACT WITH YOU

    3.1 You can order tickets, gift vouchers and memberships online, by e-mail, post or telephone, or in person at our box office.
    3.2 Our acceptance of your order will take place when we write to you to accept it, at which point a contract will come into existence between you and us.
    3.3 If we are unable to accept your order, we will inform you of this in writing and will not charge you for the transaction. This might be because the show you have tried to buy a ticket for is sold out, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the show or because we are unable to meet a delivery deadline you have specified.
    3.4 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
    3.5 Further information about ordering gift vouchers and memberships is at section 6.

    4. TICKETS


    4.1 The price of the ticket shall be the price set at the time we accept your booking, inclusive of any applicable taxes but exclusive of any booking, collection or delivery fee.
    4.2 If your ticket is for a seat in the auditorium, the ticket holder has a right only to a seat of a value corresponding to that stated on the ticket. If your ticket is for gangway 1 grass bank space or gangway 4 grass bank space, you have a right only to be seated with others directly on the ground on the banks of grass which are located at the far sides of the auditorium and may not be dry. If your ticket is for a space on the lawn you have a right: only to be seated with others in an area which is not located in the auditorium and directly on the ground which may not be dry; and only to watch a live relay of the performance via a video screen. Please note that seating plans provided at the time of booking are only representative of the auditorium and lawn layout and may alter to incorporate individual production staging requirements. Accordingly, we reserve the right to relocate your seats and provide alternative seats of no less value to those specified on your ticket. We will notify you if your original seat is affected by any alterations in seating arrangements.
    4.3 At our discretion, changes may be made to the advertised programme owing to circumstances beyond our reasonable control. This includes the use of understudies.
    4.4 Please check your tickets carefully on receipt and contact us immediately if there is a mistake.
    4.5 Resale for profit: Tickets may only be purchased from the Open Air Theatre Box Office or one of our authorised agents. We reserve the right to refuse to sell tickets to anyone we have reasonable grounds to believe is purchasing for the purposes of resale. Unless given express permission by us, tickets may not be resold or transferred for profit or commercial gain. Any ticket in breach of these terms and conditions shall be void and its holder will be refused entry. If you can no longer attend a show, we can arrange for a resale of your ticket (see section 5.9.3. for more details).
    4.6 Charges and booking fees: Different booking fees and charges apply for tickets purchased online or over the telephone. Please see here for details.
    4.7 Delivery: Tickets will only be delivered to the billing address of the credit/debit card holder unless we specifically offer you the facility for tickets to be sent to an alternative address. There is a postage charge of £2 per booking. We cannot post tickets to you to an address outside the UK or if you completed your booking 14 days or less from the date of the show; in these circumstances, you may collect your tickets in person at the box office or use an e-ticket. Where tickets are collected in person at the box office, the cardholder must present the credit or debit card used to make the booking. In the case of e-tickets patrons must ensure they bring their printed e-ticket and ID.
    4.8 Discounts and special offers: Some discounts and special offers are not available from every sales outlet. Discounts and special offers are subject to availability, not available at every show and are at the discretion of the Duty Manager. Discounts cannot be combined and where a concession is claimed, proof of identity and concession entitlement will be required.

    5. REFUNDS, EXCHANGES AND RETURNS


    5.1 Tickets may only be exchanged or refunded in the case of a cancelled show. However, refunds are not given for cancellation or abandonment of a show as a result of the weather (see section 5.7 about exchanging tickets for weather-related cancellations).
    5.2 Regent’s Park Theatre is an open air theatre, and the auditorium, stage and lawn are completely uncovered. Patrons therefore accept that weather, climate, temperature and light conditions, which are out of our control, are an integral part of the experience at Regent’s Park Theatre and may impact on their visit. See the weather page of our website for information about preparing for your visit.
    5.3 While we will make every effort to complete each show, we reserve the right to stop and start the show as necessary.
    5.4 Shows will only ever be cancelled or abandoned in the event of bad weather, or if the temperature during a performance exceeds 40 degrees, where such weather is deemed by the management to pose a health and safety risk for the performers. In any case, shows will never be cancelled before their advertised starting time.
    5.5 In some cases, we may choose to delay the start time of a show for reasons including because of weather forecasts we may have received.
    5.6 If a show is cancelled on account of the weather, we will announce this at the time of cancellation at the venue. We do not communicate cancellations to patrons who did not come to the venue or who have already left the venue. However, you will still be able to benefit from our policy for exchanging tickets following a weather-related cancellation (see section 5.7).
    5.7 Exchanging tickets for weather-related cancellation:
    5.7.1 If a show is cancelled or abandoned because of the weather, you will be entitled to exchange your ticket for seats or spaces available with the nearest value to your original ticket (rounded-up) at any other show at Regent’s Park Open Air Theatre in our main theatre repertoire (excluding films and one-off live music and comedy shows which are never cancelled because of the weather), subject to availability. There is no time limit on exchanging tickets in this way.
    5.7.2 When exchanging Premium Packages, you are entitled to exchange into the Premium Package allocation (subject to availability), and will be entitled to a complimentary programme and glass of wine which is part of the original Premium Package.
    5.7.3 Subject to availability: Your ability to exchange into a particular show on a particular date and time will be subject to the availability of seats or spaces at that show on that date and time. This will be assessed at the point when we are processing your request for an exchange.
    5.7.4 Exchanging tickets: You can either:
    (a) use the weather exchange postcard which will be provided to you at the venue in the event that a show is cancelled;
    (b) complete the online form available at www.openairtheatre.com/weather; or
    (c) write to: Weather Exchange, Regent’s Park Theatre Ltd, Stage Door Gate, Open Air Theatre, Inner Circle, Regent’s Park, London, NW1 4NU, stating your original booking order number, name, address and preferred date you wish to exchange into.
    5.8 If your tickets is marked "NO WEATHER EXCHANGE", Clause 5.7 shall not apply.
    5.9 Other cancellations and resales:
    5.9.1 For non-weather related cancellations, only the face value of your ticket is refundable. This excludes any booking fees, delivery charges or other expenses incurred. In any event, personal arrangements including travel, accommodation or hospitality relating to the event which have been arranged by you are at your own risk and not refundable by us.
    5.9.2 Void tickets are non-exchangeable and non-refundable (see section 8.1).
    5.9.3 We can accept tickets for resale but we will only attempt to resell them once a show is sold out and cannot guarantee that they will be resold. An administration charge of £3 per ticket will be made for each ticket successfully resold.

    6. TERMS RELATING TO THE SALE OF GIFT VOUCHERS AND MEMBERSHIPS ONLY


    6.1 You have the right to cancel your contract for gift vouchers or memberships without giving any reason and receive a refund within 14 days of the date of purchase.
    6.2 Cancellation: To exercise the right to cancel, please let us know by doing one of the following:
    6.2.1 e-mail [email protected];
    6.2.2 telephone +44 (0)20 7467 4920; or
    6.2.3 write to Visitor Services, Regent’s Park Theatre Ltd, Stage Door Gate, Open Air Theatre, Inner Circle, Regent’s Park, London NW1 4NU.
    Please provide your name, home address, details of the order and, where available, your phone number and e-mail address. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
    6.3 Refund: If you cancel your contract for gift vouchers or memberships, we will reimburse you the price you paid for the voucher or membership, including delivery costs. The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. If you choose to have the product delivered by a higher priced delivery package, then we will only refund what you would have paid for the cheapest delivery option.
    6.4 We will make any refunds due to you as soon as possible, and in any case not later than 14 days after the day on which we are informed about your decision to cancel this contract. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation of this contract, in comparison with the full coverage of the contract.

    7. FOOD AND DRINK (advance bookings)


    7.1 If you book and purchase food and drink in advance, you will be issued with a voucher stating the date and time for which the food and drink has been booked. Food and drink booked and purchased in advance must be claimed for at the date and time stated on the voucher.
    7.2 In the event of cancellation of a show because of the weather, food and drink purchased in advanced for consumption before the show is non-exchangeable and non-refundable, as all pre-show orders will be available at the venue before any such cancellation is announced. Interval drink pre-orders placed at the venue will be refundable, provided they had not been prepared at the time of cancellation. Patrons will be required to present a receipt when claiming their refund.
    7.3 In the event of non-weather related cancellations, you will be entitled to a refund for any advance food and drink orders not served to you.
    7.4 All advance food and drink orders will be available regardless of whether or not the actual show is subsequently cancelled or abandoned as the result of the weather. Your ticket for the show is itself still exchangeable in accordance with our weather cancellation policy.
    7.5 By purchasing any food and drink in advance, you confirm you are aged 18 or over and that you and your guests consist of only one household or support bubble.

    8. AT THE VENUE


    8.1 The management reserves the right to refuse ticket holders admission to the venue in reasonable circumstances, which include health and safety, environmental or security concerns, licensing reasons, or where a ticket is void. The management also reserves the right to request ticket holders to leave the venue at any point on reasonable grounds and may take any appropriate action to enforce this right without refund.
    8.2 The use of cameras, recording equipment and mobile phones is not permitted in the auditorium or lawn.
    8.3 You must comply with the instructions and directions given by theatre staff. See section 9 below for information relating to children.
    8.4 We are not liable for any loss, theft or damage of your personal belongings, other than that caused as a result of our negligence.
    8.5 Smoking is not permitted anywhere in the venue, including in the theatre grounds or auditorium. The use of e-cigarettes is permitted in the grounds, but not in the auditorium or on the lawn.
    8.6 Food: All menu items are subject to availability and may be substituted. We cannot guarantee that any menu items are nut-free. Please ask a member of staff for further details.
    8.7 To allow you sufficient time to take your seats, the bar staff are asked to stop serving drinks five minutes prior to the show, and food service ends 15 minutes before the show. You are welcome to take drinks into the auditorium but we ask that you do not eat during the show.
    8.8 In accordance with licensing regulations, you must be over the age of 18 to purchase and/or consume alcohol. You will need proof of ID if you appear to be under the age of 21. Off sales are not permitted.
    8.9 Age certification: We will not admit customers who appear to be under the age of a film’s specified age certification. We lawfully reserve the right to challenge a customer on this issue and may ask for ID with proof of age (we will accept a copy of a birth certificate, passport or bus pass that displays a date of birth). No refunds will be given to those refused admittance on this basis.
    8.10 For more detailed information about BBFC rulings, please visit bbfc.co.uk. For information for parents regarding film classifications and their suitability, please visit bbfc.co.uk/about-classification.
    8.11 Latecomers: We cannot guarantee that latecomers will be admitted, but will endeavour to admit them at a suitable point. Likewise, should it become necessary for you to leave the auditorium or the lawn once the show has started, we will endeavour where suitable, but do not guarantee, to re-admit you at an appropriate point in the performance.

    9. CHILDREN


    9.1 We reserve the right to add our own age restrictions and recommendations to any production; parents should check each production prior to booking. Age restrictions and recommendations for children may apply due to the nature and suitability of the show. In any event, children under the age of 4 will not be admitted to the venue.
    9.2 Children aged 4 and over shall require their own ticket which shall be at full price if no child concessions are available at the time of booking.
    9.3 At our discretion and in the interest of other patrons, parents with children may be asked to remove noisy children from the auditorium or the lawn.
    9.4 Whilst age recommendations and restrictions may be placed on some productions, it is the responsibility of the parent/guardian in advance of purchase to make their own judgement as to the suitability of a show for their own child.

    10. CONTACT US


    10.1 If you have any questions or complaints, please e-mail [email protected] or telephone +44 (0)20 7467 4920. Alternatively you can write to Visitor Services, Regent’s Park Theatre Ltd, Stage Door Gate, Open Air Theatre, Inner Circle, Regent’s Park, London NW1 4NU.