Terms and Conditions

STAR

In the unlikely event of a dispute with our organisation that we are unable to settle internally by negotiation, and you are not satisfied with our final response, you may attempt to settle it through Alternative Dispute Resolution and can contact The Society of Ticket Agents and Retailers (STAR). We are members of STAR and they provide a free and approved dispute resolution service for customers of STAR members.

To register a dispute through STAR, you should visit https://www.star.org.uk/dispute-resolution/ and follow the steps there and complete the relevant form. If you would prefer to write to them, their address is: Society of Ticket Agents and Retailers Blake House 18 Blake Street York YO1 8QG

Agency tickets

If you purchase tickets via a third party, your terms and conditions regarding refunds or exchanges are with the agent and not Leeds Heritage Theatres. We’re sorry but we are unable to amend bookings made by agents.

Ticket prices

We reserve the right to change the price of any ticket without prior notice to customers. Tickets will be sold at the current Box Office rate at the time of booking.

Age guidance

Where guidance is given it is to assist individuals in judging the suitability of production and may relate to themes of an adult nature, language, nudity, or themes considered unsuitable for younger audiences.

Child tickets

Leeds Heritage Theatres classes any person under 16 years old as a child. Tickets are required for every child attending a performance.

Children under 3 years will not be admitted unless the performance is specifically for younger children.

We do not advise that children under 16 years attend our theatres without a responsible adult, and venue staff accept no responsibility for any unaccompanied children under 18 years.

We ask that any child causing a disturbance to other audience members be taken to a quiet space outside of the auditorium. We’re afraid refunds will not be given.

Concessions and Discounts

Concessions/discounts/offers apply to full-price tickets; they do not apply to premium or RV seats and cannot be used retrospectively. Only one discount per ticket. Strictly subject to availability. We reserve the right to check proof of eligibility at any point, and entry will be refused if you are found to have purchased a concession you are not entitled to.

Schools concessions are to enable educational establishments to bring groups of pupils or students to see performances at a reduced rate. They are not transferable to adults and cannot be used by groups of staff (group rate seats are available for groups of 10+). The additional ticket for school groups is for an accompanying adult who should be responsible for the behaviour of the children in the party.

Front row of Stalls

Due to the nature of live theatre, the front row of the stalls may be subject to change, even after tickets go on sale. We will make every effort to inform patrons of any changes but cannot be held accountable.

Restricted view

Restricted view seats are listed when booking on our website or via Box Office. They may have a pillar in front of them, beside, facing, or in the rear of a box. These seats are often sold at a discount because of their view, however, due to the nature of live theatre, some seats not listed at the time of booking may have restricted views due to large sets/props/speakers unknown to Leeds Heritage Theatres. We will make every effort to inform patrons of any changes, but we cannot be held accountable.

Named Artists

Leeds Heritage Theatres cannot guarantee the appearance of any named artist and refunds will not be given on this basis.

Booking fees and levies

All ticket purchases are subject to booking fees and levies. Prices quoted in printed material and online are inclusive of all fees (The Grand £5 and City Varieties £3). We reserve the right to keep booking fees. The money from booking fees goes towards but does not cover, the cost of running our venues. These costs include but are not limited to utilities, insurance, IT, staffing, the infrastructure that enables customers to buy tickets e.g. the website and Box Office system, and the maintenance of both technical equipment and our heritage buildings. Leeds Grand Theatre and City Varieties Music Hall are Grade II listed buildings and need ongoing restoration work and maintenance.

NB. The booking fee and levy at Leeds Grand Theatre will increase to £6 for any production/act programmed from Sat 1 Mar 2025. The booking fee and levy at City Varieties Music Hall will increase to £4 for any act/screening programmed from Wed 1 Jan 2025.

Booking Protection

Leeds Heritage Theatres offers the option to add refund protection to your booking at £2.50 per ticket. Through our partnership with Secure My Booking, this refund protection allows you to apply for a full refund should the ticket holder be unable to attend or arrive late for various reasons including traffic delays, illness, and adverse weather conditions. The option to buy through Secure My Booking will be automatically offered when booking online, in person, or over the phone. For full details of what is covered please click here or contact our Box Office (0113 243 0808). To make a refund application to Secure My Booking click here. All refunds will be administered through Secure My Booking and not Leeds Heritage Theatres.

* Any patrons who have purchased booking protection for upcoming shows through Booking Protect will still be covered and will need to go through Booking Protect to claim a refund.

Ticket delivery

Tickets can be posted for £1.20 up to five days before the performance. If within five days, tickets will be held at our Box Offices and can be collected on presentation of the debit/credit card used to make your booking and your booking confirmation if you have booked online.

Tickets for our venues can be emailed or printed at home, there is no cost for this service. Leeds Heritage Theatres encourages all patrons to request electronic versions of their tickets, which can be scanned upon entry, to be more considerate to the planet.

Refunds

Refunds or credit notes (to be used within 12 months) will only be offered if a performance is cancelled, abandoned before the end*, or rescheduled to an alternative date that is not convenient for you. If a performance is cancelled, we will make every effort to accommodate you at another performance of the same production. Please note we will never refund any monies spent outside our venues eg travel costs, car parking, hotels etc.

*If you choose to leave of your own accord (for any reason), a refund will not be given

Transferring tickets to an alternative date

Please note, if you cannot attend the performance you have booked but would like to move to another date, there is a £2 per ticket administration fee to transfer your tickets. Gold Members are entitled to free exchanges.

Reselling of tickets for profit

Tickets may not be offered for resale by anyone at a premium. Resale or attempted resale for profit is grounds for cancellation without refund or notice.

Kino reservations

When you book your pre-theatre dining at Kino via the Leeds Heritage Theatres website, you are agreeing to the terms and conditions outlined in the OpenTable User Agreement [LINK: https://www.opentable.co.uk/legal/terms-and-conditions] and Privacy Policy [LINK: https://www.opentable.co.uk/legal/privacy-policy] as well as Opera North’s Privacy Policy [LINK: https://www.operanorth.co.uk/privacy-policy/]

Several areas of note: Confirmation of your table booking from Kino will be sent via email within 72 hours of your booking on the Leeds Heritage Theatres’ website, separately from your ticket confirmation email. Please arrive on time (Kino operates a 15-minute grace period). Monetary refunds are only available if your table is cancelled more than 48 hours before your booking. We will endeavour to accommodate you on an alternative date within three months. For any enquiries, to rearrange or cancel your booking, please contact Kino on 0113 223 3700 or email at  info@kinoleeds.co.uk. Your terms and conditions regarding refunds or exchanges are with Kino and not Leeds Heritage Theatres.

At the venue

Code of conduct

Leeds Heritage Theatres’ vision is to connect people through arts and culture and inspire future generations. As a charitable organisation we provide a positive, inclusive and sustainable environment to entertain and educate.

Whether you are an audience member, visiting Company/artist, contractor, freelancer, or employee, we want your experience of our venues to be enjoyable, safe, and memorable for all the right reasons. We encourage everyone to treat each other with consideration, respect, and tolerance. Our community’s diversity is a strength and a reason to celebrate, reflecting the transformative power of arts and culture.

Anti-social behaviour will not be tolerated.

Latecomers

The time stated on your ticket is the time the performance/film starts. Doors to our venues and bars open one hour before the performance starts – access to the auditorium is 30 minutes before curtain-up. If you arrive after a performance has begun, you may be asked to wait until a suitable break before taking your seats to avoid disturbing fellow audience members and artists – breaks are decided by the production company.

Mobile phones

Mobile phones and tablets must be turned to silent/off when entering the auditorium.

Photography and filming

The taking of photographs, capturing of images or the use of any recording devices, including mobile phones, during any performance is strictly prohibited. Customers repeatedly trying to take photographs will be asked to leave.

On occasion, either the venue or a permitted third party may carry out general filming and sound recording in or about the venues. By purchasing tickets, you consent to you and your party being included in and to the exploitation of such films and recordings without payment.

Seating

No member of the audience will be permitted to sit in any gangway that intersects or flanks the seating.

Security checks

Bag checks will take place on entry at all our venues. For the safety and comfort of all customers, bags larger than a handbag will not be permitted into the auditorium. Cloakrooms are not available at any of our venues.

Refreshments

All refreshments must be purchased onsite; our management reserves the right to confiscate any drinks or snacks that have not been bought from one of our bars/kiosks.