Ticketing Terms & Conditions

“Event” – The event (including but not limited to a concert, a film, theatrical and/or music event) to be held at a venue in respect of which Buxton Opera House has the right to sell Tickets.

“Ticket” - A ticket (in paper form or electronic) sold for the right to attend an Event at the time and location agreed. “Tickets” shall have the corresponding meaning.

“Ticket Holder” – The customer who made the booking and – where applicable – their guests/those attending on their behalf. “you” shall be read accordingly.

“BOH” – Buxton Opera House and other venues where the Event is being held. “we” and “our” shall be read accordingly.

Ticket Holders should ensure they check their booking details prior to purchase. We are not responsible for booking errors which result in the Ticket Holder being refused entry without a refund. If you become aware of an error in your booking, please see our Refunds, Exchanges and Cancellations clause below.

We cannot be held responsible for any tickets that are lost, destroyed or stolen.

The Ticket Holder has the right only to a seat of a value corresponding to that stated on the ticket and we reserve the right to provide alternative seats to those specified on the ticket.

Tickets are sold subject to our right to alter or vary the venue/programme/cast due to circumstances beyond reasonable control without being obliged to refund or exchange tickets.

Agency Tickets

If you purchase tickets via a third party, your terms and conditions regarding refunds or exchanges are with the agent and not High Peak Theatre Trust. We are sorry but we are unable to amend bookings made by agents.

Ticket Prices and Fees 

Our Box Office sells tickets on behalf of companies that include visiting theatres, concerts, shows, artists and other venues. 

The price of a ticket at the time of booking is the price that you pay; all ticket prices include any taxes, levies and booking fees. Based on the popularity of a performance, ticket availability and other factors, prices can change at any point during the on-sale period. 

Booking Fees

All tickets, except where we sell tickets through a third party or events as part of either Buxton International Festival or The International Gilbert and Sullivan Festival, 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 both our venues and continually improve the service we provide. 

Restoration Levy

To help maintain and operate both the Opera House and Pavilion Arts Centre buildings, the cost of tickets includes a restoration levy of £1.50 for tickets over £10, £0.75 for tickets under £10 and £0.50 for film screenings. Tickets for some community events and other venues are exempt from the restoration levy.

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 need a wheelchair space or a ticket for your essential companion, please book by phone or in person so we can make sure everything is arranged for your visit. You may be asked for proof of eligibility. 

If you will be bringing any mobility equipment with you or plan to transfer from a wheelchair to a theatre seat, just let our Box Office team know, they’ll be happy to recommend the best seating options for your comfort.  

For full details, please visit our Access page. 

• Children under 14 must be accompanied by an adult for theatre events at Buxton Opera House and the Pavilion Arts Centre, unless stated otherwise.
• Children under 12 must be accompanied by an adult for Cinema events at the Pavilion Arts Centre, unless stated otherwise.
• School Groups should have one adult per 10 children.
• Children under three and babies less than 12 months are welcome at Family and Children’s shows.
• All children above the age of 12 months require a ticket.

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. The Studio Theatre seating in the Pavilion Arts Centre is not suitable for children under three years old. 

Upon booking you will have the option to choose your ticket delivery method. You can either select Digital E-Ticket which you can show on your smartphone on arrival (you may print this at home if you prefer) or you are welcome to collect your tickets from the Box Office during normal opening hours. For select events, postal delivery may be made available online. 

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

Postal delivery is available at request over the phone or in person at the Box Office. There is a £1.50 postal fee for this service. We encourage all customers to make use of our Digital E-Ticket option and support improved sustainability. 

We accept Visa & Mastercard (credit/debit), and payment by card is our preferred method.

Cash is accepted at the Box Office. Limited change is available, so we ask all customers to pay with the exact amount where possible.

BOH Gift Vouchers are sold and accepted, which are valid for two years from the purchase date.

Theatre Tokens (issued by the Society of London Theatre) are accepted for payment, as well as sold by BOH.

We are unable to accept payment in the form of a cheque. For large bookings we ask for all payments to be made by BACS.  All group reservations will be subject to payment deadlines, specified at the time of booking. 

No booking will be considered confirmed until we receive full payment.

Ticket Exchange 

Tickets may only be exchanged for an alternative performance of the same Event within the same year, subject to availability. There is £1.50 administration fee for exchanging tickets and any difference in ticket price will be payable. All exchanges must be requested with a minimum of 48 hours’ notice.

Exchanges are not possible for Events with only one performance or for Events where we are acting as a ticket agent. If you would like to change to an alternative seat, from that in your original booking, our Box Office team can help with this, subject to £1.50 administration fee.

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.

Cancellations

If a performance is cancelled, the Ticket Holder will be given the option to move to a different performance of the same Event. If this is not possible, the Ticket Holder is entitled to a full refund of the ticket price or account credit.

In the event of any changes or cancellation of the Event, Ticket Holders will be notified via the contact details provided on their account. We are not liable for any inaccuracies in these details which may prevent the Ticket Holder being contacted. In the case of a group booking, the organiser who purchased the tickets is deemed responsible for communicating any changes to the group.

Refunds

Tickets, membership and merchandise cannot be refunded after purchase, which includes refunds in the form of account credit.

Please note that in any circumstance, no cash refunds will be given, and no compensation will be offered for changes to travel or accommodation arrangements.

You may purchase ticket insurance through either Booking Protect (up until 1 Oct) or Secure My Booking (from 1 Oct onwards). For more information or to find out how to make a claim, read the Booking Protect or Secure My Booking terms and conditions by visiting our Ticket Protection web page. 

The Management reserves the right to refuse admission and to request any Ticket Holder to leave our buildings at any time who displays disruptive or unacceptable behaviour which may cause damage, nuisance or injury. 

Ticket Holders must comply with all relevant statutes, safety announcements and venue regulations whilst attending an event.

Latecomers will only be admitted at a suitable point in the performance at the discretion of the Front of House Management. Admission cannot always be guaranteed once the performance has started.

Some Events may feature specific age guidance, content warnings (such as swearing, adult themes), and special effects (such as smoke/haze, strobe lighting). BOH will make every effort to advertise these features, but ultimately it is the responsibility of the Ticket Holder to determine if an Event is suitable.

Babes in arms (under 12 months) are not permitted unless stated or attending a Family or Children’s show.

Your safety at BOH 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.  

We do not have any cloakroom facilities or pram storage. Customers should avoid bringing large bags such as rucksacks or suitcases, as they will not be admitted.

If you will 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.

The following are not permitted within the venue:

• Smoking (vaping and e-cigarettes are also not permitted)
• Use of any illegal drugs
• Use of photographic and recording equipment of any kind during a performance
• Dogs and other animals (except guide dogs)

Mobile phones and similar devices should not be used during the performance.

For health, safety and operational reasons, we reserve the right to restrict access to parts of the venue.

Ticket Holders shall not be permitted to stand or sit in any of the gangways, stairs or entrances in the venue.

Dancing is not permitted in the Dress Circle or Gallery areas, so if you would like to dance, please book Stalls or Upper Circle Seats. Dancing is only permitted at the side or back of the stalls and the sides of the Upper Circle. Dancing is strictly prohibited from the central aisle in the stalls. We do not allow customers to dance at their seat, so to not obstruct the view of others. For your safety, no standing is allowed in the Gallery and boxes.

It is your responsibility to keep your personal possessions safe at all times whilst at BOH. We accept no responsibility for any personal property which is lost, damaged or stolen other than as caused as a result of the negligence of the BOH or other breach of statutory duty. Please ensure that no bags or other items of personal property are left unattended anywhere at any time.

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.

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

We may run promotional offers for Events. Offers are subject to availability and are not available retrospectively or in conjunction with any other offer. You may be asked to provide proof of eligibility. Offer periods are limited and BOH reserves the right to withdraw the offer at any time.

Offers can only be used once per customer and cannot be shared with others.

BOH offers various membership packages which vary in price. Members may choose to cancel their membership at any time; however, no refund of previous contributions will be made.

Membership benefits are eligible for selected Events. We reserve the right to amend membership benefits at any time.

All Tickets are subject to availability, and membership does not guarantee access to Tickets.

Membership levels and their corresponding benefits can be found here.

All attendees entering the venue consent to being photographed, filmed or recorded by or on behalf of BOH. All rights in the recording shall be owned by BOH, or an authorised third party. 

In order to use participant media, either still or recorded, we need consent. In line with data protection laws, your details will not be stored for longer than is necessary. We will not share your data with any third party without your explicit consent, and we will contact you directly to request this.

For participants under the age of 18, a parent or carer must consent for them.

If you do consent: (Consent forms will be sent to all participants)

• You give permission for BOH to use the participant’s/your first and last name and image on their website, marketing material, and social media including but not limited to print / physical media such as DVD, brochures, flyers.
• You give permission for BOH to share the participant’s/your first and last name and their image with media partners, including but not limited to Buxton Advertiser.
• You give permission for the participant’s/your first and last name and photograph to appear in show programmes and season brochures.

Consent is in perpetuity, but you have the right to withdraw consent at any time. If consent is withdrawn, media may continue to be used for up to 120 days following withdrawal. To withdraw consent, please email admin@boh.org.uk.

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.

Please view our Privacy Policy for more information on how we process your data.

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 our venues - 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
Buxton
SK17 6XN 
Email: customerservice@boh.org.uk

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