Terms and Conditions
Tickets for performances/screenings at Leeds Grand Theatre, City Varieties Music Hall and Hyde Park Picture House are sold by Leeds Grand Theatre & Opera House Ltd, trading as Leeds Heritage Theatres (address: 46 New Briggate, Leeds, LS1 6NU; company registration number: 00978161; charity registration number: 500408), on behalf of producers, promoters and event organisers, as well as for our in-house productions.
The Management of Leeds Heritage Theatres reserves the right to:
- refuse admission to any of its three venues
- request any ticket holder to leave the venue, and take appropriate action to enforce this right
- change the advertised arrangements of any performance in the event of illness or any cause beyond our control. This includes non-appearance of any named artist.
Conditions of sale for all booking channels
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
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.
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.
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.
Leeds Heritage Theatres classes any person under 16 years 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 seats are listed when booking on our website or via Box Office. They may have a pillar in front of them, be side 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. Whilst we will make every effort to inform patrons of any changes, we cannot be held accountable.
Leeds Heritage Theatres cannot guarantee the appearance of any named artist and refunds will not be given on this basis.
All ticket purchases are subject to booking fees. Prices quoted in printed material and online are inclusive of all fees (The Grand £3.50 and City Varieties £2). We reserve the right to keep booking fees.
The money from booking fees go towards, but do not cover, the cost of running our venues. These costs include but are not limited to utilities, insurance, IT, staffing, the infrastructure which enables customers to buy tickets e.g. the website and Box Office system, and the maintenance of both technical equipment and our heritage buildings.
At The Grand, £1.50 from every ticket sold goes towards the Restoration Fund for the continued improvement of the Grand Theatre. At City Varieties, £1 from each ticket goes towards the preservation of the Grade II* listed building. Prices quoted in printed material and online are inclusive of these levies.
Leeds Heritage Theatres offers the option to add refund protection to your booking (cost is automatically calculated on the total amount of your order). Through our partnership with Booking Protect, this refund protection allows you to apply for a full refund should you, or anyone in your party, be unable to attend due to unforeseen circumstances including injury, illness, breakdown and adverse weather. The option to buy Booking Protect will automatically be offered at the time of booking online, in person and over the phone. For full details of what is covered please contact our Box Office or click here. Refunds made by Booking Protect will be issued via a Bank Transfer regardless of the original payment method.
A customer will be refunded if they or any of their immediate family contracts coronavirus. If a customer is in a high-risk group and they receive advice from a doctor, supported by a doctor’s note, not to travel then their refund will be paid. Booking Protect will not issue refunds where a customer does not attend an event because they are concerned about catching coronavirus.
Tickets can be posted at a cost of £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.
Monetary refunds 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, offer a credit note to be used later (within 12 months**) or offer a full refund excluding fees.
*If you choose to leave of your own accord (for any reason), a refund will not be given
**Credit notes are issued for the full amount, inc booking fees
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.
At the venue
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 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.
No member of the audience will be permitted to sit in any gangway which intersects or flanks the seating.
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. At The Grand, any larger bags will have to be checked and placed in the cloakroom at a charge of £1.
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.