Ticket Protection

Secure My Booking is our new Ticket Protection provider, giving you peace of mind and to allow you to apply for a refund if something unexpected stops you from attending your show. It covers things like:  

• Severe Weather Conditions: If severe weather prevents attendance. Severe weather is defined as a weather situation where an alert has advised against travel from an official source.
• Illness, injury, or a death in your immediate family (evidence required).  
• Medical Issues: The ticket holder’s inability to attend due to an accident, bodily injury,
  sickness, or a personal medical emergency occurring before the event.
• Home or Business Damage: If the ticket holder must stay home due to severe damage to their residence or workplace caused by fire, flooding, theft, or similar incidents which occur within three days before the event.
• Transport Delays/Failures: This applies if your vehicle breaks down on the way to the event, if public transit services are cancelled or delayed, if there is traffic congestion due to roadworks or an accident, or if there is a public transit strike and no alternative is available. The situation must occur on the date of the event while the ticket holder is
  beginning their journey within the country where the event is taking place.
• Work relocation If the ticket holder’s employer unexpectedly and permanently relocates the ticket holder more than one hundred miles from the venue within 30 days before the event. Relocation does not apply to self-employed individuals or members of senior management with a shareholding in the company.

As we are not able to offer ticket refunds, we recommend adding Secure My Booking when you book. It costs  just £2 if adding to an event in the Pavilion Arts Centre or £2.50 for an event in the Opera House.   

1. When booking your tickets, click ‘Add to Basket’ to include Secure My Booking.
2. Continue to checkout as normal. 
3. By adding it, you’re confirming you’ve read and accepted the Secure My Booking Terms and Conditions.  

 Important:  

• Secure My Booking can only be added at the time of booking — not afterwards. 
• Once purchased, it’s non-refundable, even if the show is cancelled.  

You can make a claim up to 45 days after the performance date. All claims are handled directly through the Booking Protect website. 

Booking Protect is our previous provider of Ticket Protection. If you purchased booking protection prior to 1 October 2025, your protection will be through Booking Protect. It allows you to apply for a refund if something unexpected stops you from attending your show. It covers things like:  

• Bad weather (like snow or storms) where the government has issued a warning not to travel.
• Illness, injury, or a death in your immediate family (evidence required).  
• Pre-existing medical conditions may also be eligible, please check the specific terms and conditions below.  
• Burglary or fire at your home within 48 hours before the event. 
• Car breakdowns, accidents, theft, or fire on your way to the show. 
• Work relocation that you didn’t know about when you booked.  

As we are not able to offer ticket refunds on Booking Protect.

You can make a claim up to 45 days after the performance date. All claims are handled directly through the Booking Protect website.