Terms and conditions

Tickets

Cheltenham Town Hall operates an e-ticket booking system, your e-tickets are sent directly to your inbox. When booking online, customers can opt to print at home or to show tickets when arriving at the venue, on a phone or tablet for scanning.

Refunds are not given on tickets unless a show or event is cancelled.

Secure my booking

The Cheltenham Trust is now offering customers a ticket protection scheme, ensuring peace of mind when booking shows and other events, should the unforeseen or unexpected occur.

SecureMyBooking offers you a ticket with a clear refund policy. For just £2, we will reimburse you the full cost of your ticket purchase, if you cannot attend your booked event for any of the covered reasons, including last-minute illness, accidents, transport strikes and adverse weather.

With 90% of refund applications made the same day or a day after an event, you can be confident with your booking, secure in the knowledge that any last-minute problem is covered by this comprehensive policy.

You will find the option to add this ticket protection within the booking process, with a link to full terms and conditions so you know exactly what you are covered for and what happens if the unforeseeable occurs.

Gift vouchers are non-refundable and no customer account credit will be given in exchange of a gift voucher.

Please note we do not accept cash and only take card transactions. Payment can be taken online and in person at our customer contact reception at Leisure at Cheltenham, or by phone.

Please check your e-tickets and physical tickets and order confirmations carefully.

Tickets may not be exchanged, nor refunded, unless the show or event is cancelled

Please retain your ticket and proof of purchase.

Ticket offers and discounts

Ticket offers and discounts are subject to availability for selected events and may be withdrawn at any time without prior notice. Ticket offers and discounts cannot be used retrospectively after original purchase. In the case of a two for one offer the lowest priced ticket will be deducted. Terms and conditions of sale apply to all ticket offers and discounted tickets. Ticket offers and discounts cannot be used in conjunction with any other discounts or concessionary rates. Proof of eligibility may be required.

Conditions of sale

The management reserves the right, in combination with any other statements or directives shown on the tickets or displayed on the premises to:

· Refuse admission.

· Refuse admission to children under 16 years old when not accompanied by an adult.

· Refuse entry to, and use on the premises, of any camera or any form of audio or visual recording equipment.

· Request patrons to leave the premises.

· Conduct security searches to ensure safety of patrons.

· Delay entry of latecomers until a suitable break in the performance.

· Make any change whatsoever in the performance without compensation or consultation.

· Change patrons’ seating positions if necessary.

· Cancel or abandon the performance/event for reasons beyond its control without notice and without being liable to pay any person any guarantee that these will necessarily be available at the event.

· In the unlikely event of a performance being cancelled we will use reasonable endeavours to notify you using the details you provided us with at the point of booking.

· Customers must arrange to redeem refunds within 28 days of notification of a cancelled event.

· When refunds are completed, the transaction commission fee and postage fee on bookings will not be refunded.

Please check your tickets carefully. Tickets may not be exchanged, nor refunded. Please retain your ticket and proof of purchase.

Bag searches

The safety and security of patrons is a priority and bag checks will be undertaken prior to events.

This policy is an extension of measures already in place to ensure the safety of customers, but may cause queues when entering the venue. Please bear this in mind when attending events at Cheltenham Town Hall and Pittville Pump Room. Patrons are asked to keep personal belongings to a minimum and with them at all times.

Food and drinks purchased elsewhere may not be brought into the venues and will be confiscated. Sealed water bottles may be brought into the venue.

Banners, flags, whistles, alcohol, guns, knives, CS gas canisters and flares are not permitted in the venues and will be confiscated.

Cheltenham Town Hall Bar

All customers are reminded that the bar opens one hour before performances start.

Patrons are advised to arrive early to place drinks orders prior to the start of a performance and for the interval.

Please note the bar does experience queues at large capacity events. It is not possible to guarantee patrons will be served less than 20 minutes before the start of a show or event.

Donations

Cheltenham Town Hall, Pittville Pump Room and The Wilson are managed by The Cheltenham Trust which is a charity. Any surplus made is reinvested into events and activities for the community to access and enjoy.

Donations enable the trust to do even more. Patrons can donate at the event using QR codes on digital screens and promotional materials; online at cheltenhamtownhall.org.uk and by using the collection boxes on site.

Customers have the option of adding a donation when booking tickets online.

Disclaimer

Whilst every care has been taken in the compilation of this web site, and every attempt made to present up-to-date and accurate information, we cannot guarantee that inaccuracies will not occur. The Cheltenham Trust will not be held responsible for any loss, damage or inconvenience caused as a result of any inaccuracy or error within these pages. Occasionally, links from our site lead to pages maintained by other organisations. These links are provided purely for your convenience, and do not imply that The Cheltenham Trust endorses or supports those organisations, the information on their pages, or their products or services in any way. Additionally, no responsibility is assumed by The Cheltenham Trust for the contents of its pages.

If you discover any information on our pages which you believe to be inaccurate or inappropriate, please notify us.

Copyright

All material on this website, including text and graphics, is copyright to The Cheltenham Trust unless otherwise stated.

The text and graphic content of this web site may be used, printed and distributed only under the following conditions: – the content of the site is used for non-commercial purposes only – copyright information is displayed (The Cheltenham Trust), and – the content is not modified.

Web language

All writing must be in plain English, using clear and concise sentences. The trust acknowledges that there are those for whom English is not their first language living in our community. However Cheltenham is well served by a number of ethnic community groups. These groups provide support services when requested including interpretation and mediation with the trust and other public agencies. Speakers of French, German, Italian, Spanish, Portuguese, Chinese and Japanese can translate the website by pasting the copy from our website into the Altavista Babel Fish online translator. For a locally based alternative to Babel, you can try Tapestry, (provided by Gloucester City Council), which provide translations and interpreting services in a number of Asian, Southeast Asian, African and European languages.

Jargon and technical terms will be avoided. If they must be used they will be explained. Service or job titles which are obscure or technical may be translated into something more easily understood. Please contact us if you require any further information.