Booking Terms & Conditions

All tickets purchased online or through our Box Office are subject to these booking terms and conditions. 

Ticket Prices and Fees 
Our Box Office sells tickets on behalf of companies that include visiting theatres, concerts, shows, artists and other venues. These clients decide the value of the tickets and the money collected from the sale of tickets is passed on accordingly.

The advertised price of a ticket is the price that you pay; all ticket prices include any taxes, levies and booking fees. The cost of a ticket is made up of:

  • Deal Value: The face value of the ticket set by our clients
  • Booking Fee: All tickets, except where we sell tickets for a third party, include a 7.5% Booking Fee. This fee goes towards the running cost of our ticketing system, ticket printing, staffing and all credit, debit, cheque, and cash handling costs. These fees help us to stay an effective business, which in turn helps us reinvest in our theatres and continually improve the service we provide
  • Restoration Levy: Buxton Opera House is an exquisitely beautiful Edwardian theatre and one of the country’s finest examples of Frank Matcham theatre design. To help maintain and operate both the Opera House and Pavilion Arts Centre, the cost of tickets includes a restoration levy of £1 for tickets over £10 and 50p for tickets under £10. Tickets for some community events and other venues are exempt from the restoration levy.

Online Bookings 
Not all tickets, concessions and special offers are available to book online. In some parts of the theatre there are seats with a restricted view of the stage. Please contact the box office for advice when booking these seats. If you book online at you can:

  • Login to your account and change your preferences
  • Become a Matcham Card member and have your discount automatically added to your basket
  • Choose your seat from our seating plan or be allocated the ‘best seat’ available at the time of booking
  • Print your tickets at home

Delivery Options 
You are welcome to collect your tickets from the Box Office during normal opening hours, but if you prefer to have your tickets posted we charge a delivery fee of £1.50 which covers the ticket printing and postage cost. You can also print your tickets at home free of charge.

Box Office Opening Times 
The Opera House Box Office opening hours vary depending on performance times, but is usually open Monday to Saturday: 10am to 6pm (10am to 8pm when there is a performance) and Sunday: 4pm to 8pm (when there is a performance).

The Pavilion Arts Centre Box Office is only open for one hour before an event.

There is no Box Office for the Studio Theatre or events outside our venues so please book your tickets in advance. Tickets can be purchased on the door, but we are unable to accept card payments.

For special events and festivals, the Box Office will usually be open half an hour before the performance for ticket collection and sales.

All major credit cards are accepted and there is no additional fee for paying by credit or debit card. We accept National Theatre Tokens as well as our own gift vouchers.

Ticket Exchange 
We cannot exchange tickets or money for a different event. Where there is more than one performance of an event we can exchange tickets where available. This requires a minimum of 48 hours notice and there is £1.50 administration fee for exchanging tickets.

Lost Tickets 
We can reprint tickets on the night of the performance at a cost of £1.50. Proof of ID will be required.

We are unable to refund the cost of the tickets unless a show is cancelled. Postage charges are non–refundable.

We offer optional refund protection through Booking Protect. Booking Protect protects your tickets so you can apply for a refund should you or anyone in your party be unable to attend the show due to:

  • Adverse Weather including snow, frost, fog or storm where the government has issued travel warnings.
  • Injury, illness (including pre-existing medical conditions) or death happening to you, or an immediate family member. Read the Booking Protect guidance on Coronavirus.
  • Burglary or fire at your residence in the 48 hours immediately before the event.
  • Breakdown, accidents, fire or theft of a private vehicle on route to the event.
  • Relocation for work of which you were unaware at the time of booking.

To find out more, read the Booking Protect terms and conditions or find out how to make a claim, visit the Booking Protect page.

When we sell tickets for Buxton International Festival we are acting as agents for the Buxton Arts Festival Limited. We will not be liable to make refunds in the event of the cancellation of any Festival performance. Any refunds due will be paid by the Buxton Arts Festival though they may be processed by the Buxton Opera House box office.

Reservations cannot be taken for events that are likely to sell out such as high profile music and comedy performances. Other reservations can only be held for seven days, but for very popular shows you may be asked to pay for your tickets in advance. If you book on the same day as the show, your tickets will be held until 30 minutes before the start of the performance.

Changes to Programme 
If a show is cancelled we will try to contact customers in advance. We publish any cancellation or unavoidable changes to performances on our website and social media. Please check before travelling. All information is correct at time of going to press.

Socially distanced Seating
Some events have been planned as socially distanced performances due to Covid-19 restrictions. We reserve the right to revert to full capacity seating in line with government guidance.

The management reserves the right to refuse admission and to request any ticket holder to leave our buildings at any time. Latecomers will only be admitted at a suitable point in the performance at the discretion of the management.


Your safety at Buxton Opera House & Pavilion Arts Centre is paramount and we continually liaise with the appropriate authorities to ensure robust security measures are in place. In order to ensure that it is a safe environment, we may search you, your clothing, bags or other items. To support our staff and make this process efficient, please avoid bringing large bags such as rucksacks or suitcases. Unfortunately we don't have any cloakroom facilities. If you'll be bringing any mobility equipment with you, please let us know in advance by calling the Box Office on 01298 72190.

Please ensure that you arrive in plenty of time to allow for our security checks and share this information with all members of your party. It is your responsibility to keep your personal possessions safe at all times whilst at Buxton Opera House & Pavilion Arts Centre.

Relocation of Shows 
Occasionally we may need to relocate a show from the Opera House to the Arts Centre or from the Arts Centre to the Studio (or vice versa). Numbered tickets may change to general admittance, in which case we are unable to offer refunds.

Relocation of Seats
Occasionally we may close levels of the auditorium, our Box Office team will allocate you alternative seats prior to your arrival.

Discounts and Special Offers 
Offers are subject to availability and are not available in conjunction with any other offer or on previous ticket purchases. You may be asked to provide proof of eligibility. Buxton Opera House & Pavilion Arts Centre reserves the right to withdraw the offer at any time.

Children under 12 must be accompanied by an adult. Groups should have one adult per 10 children.

Children under three and babies less than 12 months are welcome at family shows where the £2.50 discounted price or ‘Babies Free’ is shown. 

The Studio Theatre seating is not suitable for children under three years old. For safety reasons the Upper Circle side seats and boxes in the Opera House are not suitable for families with children under 10 years old. For more useful information about coming to the theatre with your family, please click here

Dancing is not permitted in the Dress Circle, Upper Circle or Gallery areas, so if you would like to dance, please book Stalls seats and please dance at the side or back of the stalls. For your safety, no standing is allowed in the Upper Circle sides and boxes.

All attendees entering the venue consent to being filmed or recorded by or on behalf of Buxton Opera House & Pavilion Arts Centre. All rights in the recording shall be owned by Buxton Opera House & Pavilion Arts Centre, or an authorised third party. 

You’re welcome to take photos of our beautiful theatre before and after the performance, however photography and filming is not allowed during the performance.

No commercial photography is permitted without prior arrangement.

Restricted View 
A small number of seats on all levels of the theatre have a restricted view of the stage. We want our customers to have the best experience possible, so when you book online an information box will appear over these seats to let you know that there may be a restricted or side view, if you would like more information please contact our Box Office before booking. When attending an opera, please note that surtitles may not be visible from some seats, please check with the Box Office before booking. Family tickets are not available on restricted view seats.

Both Buxton Opera House and Pavilion Arts Centre are no smoking buildings. E–cigarettes are not permitted. 

Contact Preferences
When you book you will be asked if you are happy to receive information from both Buxton Opera House and visiting/partner companies. We would love to keep you up to date about new events and offers – please say yes! You can change your contact preferences at any time by logging in to your account.

Customer Service 
If you have any problems during a performance please contact one of our Front of House team and we will do our best to help. 

We will try to resolve your problem or answer your query straightaway, but if this is not possible we will either ask you to put your comments in writing or we will make a note of your details and comments to look into the issue over the next few days.

We value your feedback on our programme of events, customer service and the experience you had at Buxton Opera House and Pavilion Arts Centre - we’d love to hear from you!

If you write to Customer Service, please let us know if you are expecting a response. Some issues require further investigation and it may take a few days to get back to you.

Customer Service
Buxton Opera House
Water Street
SK17 6XN 
E-mail: [email protected]

Find out more:
If you have any further questions about your tickets, please call the Box Office on: 01298 72190.