Terms and Conditions of Sale

1. Defined Terms

1.1 “Contract” means the contract between us and you.

1.2 Pontardawe Arts Centre and The Princess Royal Theatre is operated and managed by Neath Port Talbot County Borough Council with The Gwyn Hall operated by Celtic Leisure, hereinafter referred to as “Neath Port Talbot Theatres”. By accepting your order a legally binding contract between Neath Port Talbot Theatres and you is created. This contract shall be governed by and interpreted in accordance with English and Welsh law, and the English and Welsh courts shall have jurisdiction to resolve any disputes.

1.3 “we”, “us” and “our” means Neath Port Talbot Theatres as determined by condition 1.2

1.4 “you” and “your” means the person from whom we receive an order of tickets

2. Formation of our contract with you

2.1 All tickets are sold subject to these conditions and no other terms and conditions. Please read these conditions carefully prior to making a purchase or booking with us.

2.2 A contract for the sale of Tickets by ‘us’ to ‘you’ and subject to these Conditions is formed upon the acceptance by ‘us’ of ‘your’ order, whether your order is (a) made online (by the completion of the series of pages for booking tickets set out on our website), (b) made in person at our Box Office located at any one of Neath Port Talbot Theatres’ venues or (c) made via telephone to the Box Office. No acceptance of your order shall be deemed to have been made until we are in receipt of payment in accordance with Condition 5

2.3 Nothing in these terms and conditions is intended to affect your statutory rights.

2.4 Nothing contained in this Contract is intended to be enforceable pursuant to the Contracts (Rights of Third Parties) Act 1999 by any third party

2.5 These terms and conditions do not apply to any other product listed for sale or sold at Neath Port Talbot Theatres as to which separate terms and conditions will apply.

3. General

3.1 Our staff are authorised to refuse admission to the theatre and reserve the right to do so if in their absolute judgment your conduct is such that it is likely to disrupt or disturb other persons attending the theatre. We also reserve the right to terminate your permission to be on the premises and remove you therefrom where your conduct is disrupting or disturbing other persons attending the theatre.

3.2 We have a zero tolerance in regards to any threat towards staff. Any public heard using abusive language, seen using threatening behaviour or are intoxicated to the level where it causes distress to others will be asked to leave the premises immediately.

3.3 We reserve the right to alter or vary the performance / event due to events or circumstances beyond the venue’s control. This does not affect your statutory rights.

3.4 Whilst every effort is made to describe the performance we cannot guarantee that your personal expectations from a performer or a performance will be met. This is because personal expectations and tastes are infinitely variable. Further, Neath Port Talbot Theatres cannot guarantee that the language, conduct or appearance of any performer will not offend you. We will provide an age guideline on most performances to ensure that the performance is appropriate to you and your party and to ensure that the artist is comfortable performing, if you are unsure of the age guidelines please ask when booking. You are advised to make enquiries at the Box Office before purchasing a ticket if you have any concerns about the nature of a performance. The Neath Port Talbot Theatres refund policy will apply, a copy of which is available on request.

3.5 Possession of a valid ticket authorises admission of the holder to the auditorium immediately before the performance begins but once the performance has begun the following applies. To avoid disturbing the audience and performers, latecomers will not be allowed access to the auditorium until a suitable point in the performance determined by the front of house staff. Late comers may be requested to sit in the most accessible seats available until the interval.

3.6 Your mobile phone’s ring facility must be switched off when inside the auditorium. Similarly, you must not speak into a mobile phone whilst in the auditorium. In an emergency you must speak into a mobile phone outside the auditorium.

3.7 Smoking of any kind including that of e-cigarettes is not permitted inside Neath Port Talbot Theatres.

3.8 Any complaints in relation to the performance, venue (e.g. temperature, cleanliness etc), other audience members should be made to a member of theatre staff promptly, prior to or during the performance in order for the problem to be resolved promptly.

3.9 The making of recordings and photography without written authorised consent within the auditorium, with or without a flash, is strictly forbidden.

3.10 Recordings of visitors to our venues – We, or 3rd parties authorised by us, may carry out film and/or sound recordings during, before or after a performance and/or inside or outside our venue from time to time. By purchasing tickets from us you consent to you and any persons (including any children) who may accompany you, being included in such recordings and such recordings subsequently being used by us for any reasonable commercial purposes, including without limitation, for marketing and promotional purposes. We will not make any payment to you in respect of your inclusion in such recordings.

3.11 Alterations to the advertised cast, programme and arrangements – Tickets are sold subject to our right to alter or varied the advertised cast, programme and arrangements. Wherever possible effort will be made to inform of any advertised changed prior to the event on the venue’s website but not guaranteed, in such instance no refund will be given.

3.12 Neath Port Talbot Theatres will only be liable to you for direct and foreseeable losses arising as a result of: a breach of these terms and conditions; or any negligent act arising under or in connection with the Contract save for liability in respect of death of personal injury.

4. Ticketing

4.1 All tickets are subject to availability.

4.2 Every member of the audience must be in possession of a valid ticket. Altered or defaced tickets will not be valid.

4.3 It is a condition of sale in respect of all tickets that a ticket is only valid for admission to the performance it was booked for. At no time must the ticket be sold at a higher price than that price paid for at Neath Port Talbot Theatres Box Offices. Any ticket which has been at any time sold in contravention of this condition is void and will not admit the holder to the performance.

4.4 Please check your tickets as mistakes cannot always be rectified.

4.5 Confirmation of receipt of your order by e-mail, does not guarantee the ticket sale (internet sales only).

4.6 Tickets may be exchanged for the same show for another day or another seat at the same price (or a higher price on payment of the difference). Tickets must be exchanged at the venue’s Box Office not later than 48 hours before the first performance. There is a charge of £2 per whole transaction for this exchange service. All Gwyn Hall Phoenix Members are exempt from this fee.

4.7 With the exception of a cancellation of a performance on ‘our ‘ part no refund or part thereof is available after a ticket is purchased.

4.8 If you purchase tickets on behalf of a group “you” accept the terms and conditions on behalf of the group and “you” are responsible for all payment due from the party.

4.9 If you need to change any details relating to your booking once it has completed it is “your” responsibility to inform Neath Port Talbot Theatres.

4.10 Duplicate tickets will not be provided in the case of a loss of the original ticket relating to a third party event or private hire.

4.11 All tickets are non-refundable and non-transferrable. If you have re-sold your ticket for commercial gain the holder of the ticket will be refused admission.

4.12 By placing your order you warrant that all details you provide to us for the purpose of booking, ordering or purchasing goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the ticket or service. If there are any changes to the details supplied by you it is your responsibility to inform us.

Returned Tickets for Re-sale
Gwyn Hall values theatregoers’ commitment in booking early and recognises that emergencies sometimes prevent attendance. The following service is available.

We may accept Tickets for re-sale but we are not able to guarantee that any Ticket offered for re-sale will find a new purchaser and we reserve the right to sell other unsold tickets before we attempt to re-sell your Ticket.

Re-sales are undertaken at your own risk.

The re-sale service is only available if the relevant Tickets are first returned by you to the Box Office at least 24 hours before the commencement of the performance. If the Tickets for re-sale are successfully re-sold by us you will receive a credit note to the value of the tickets less a £2 admin fee.

If the Tickets are not re-sold by us no credit note will be issued.

You must contact us to see if the Tickets that you have asked us to re-sell have been re-sold, as we will not contact you.

We recommend that any Tickets sent to us for re-sale purposes are sent by recorded delivery because Tickets and their safe keeping are your responsibility whilst they are in the post. Tickets sent to us for resale purposes must be marked for the attention of the Box Office Manager.

5. Ticket Prices

5.1 All payments must be validly received by Neath Port Talbot theatres before a valid ticket will be issued

5.2 The ticket prices will be as quoted on our website and other promotional material, except in cases of obvious error.

5.3 Ticket purchases may be subject to handling charges and/or postal charges, which are detailed on our website

5.4 Ticket prices are subject to change at anytime, but changes will not affect orders in respect of which we have sent out “you” a booking confirmation, except in the case of an obvious error.

5.5 For bookings made online over the NPTArtsandEnts and Celtic Leisure Gwyn Hall websites, Neath Port Talbot Theatres accepts payments of Visa Debit, Visa Credit and Mastercard.

5.6 For bookings made at the Box Office in person Neath Port Talbot Theatres accepts Cash, Cheque, Visa Debit, Visa Credit, Mastercard and Credit Vouchers.

5.7 How are ticket prices determined? Our ticket prices are set at the programming stage and are kept in line with our pricing policy set by the Artistic Manager, but in some cases we sell tickets on behalf of our clients including concert/show/ event organisers, artists and venues. Our clients decide the face value price of the tickets and when a ticket is sold we pay our clients the money collected from the sale of that ticket.

5.8 All prices set are inclusive of any applicable taxes but exclusive of any administration/ booking fee or delivery fee.

5.9 Here is the breakdown of a ticket purchase:

Face Value Price

The ticket face value price is set by the Artistic Manager or by the client.

6.    Ticket Levy

6.1 This fee contributes to our ticket retail, distribution and technology costs. The amount of these fees helps us cover the costs of printing the tickets and technology costs. Alongside other revenues, it helps us to stay an effective business, which in turn, allows us to reinvest in our technology and the services we provide. Our booking fee is currently 10% booking fee per ticket for live events, 50 pence nominal fee for cinema.

6.2 NPT Theatres may also act as an agency selling tickets for outside events and events at other venues, and usually the same booking fees and delivery fees will apply, but this may be varied from time to time.

6.3 Refunds of the Ticket Levy will only be applicable in the event of the show/event being cancelled by us.

6.4 Private Hires – We reserve the right to charge the hirer a fee equivalent to the Ticket Levy for any tickets sold outside of the Box Office in excess of 25% of the agreed house capacity for that performance. This means that if only the stalls have been available for sale then the house capacity would be 184 and 25% would be 46tickets exempt from the levy. If the stalls and circle are available for sale, house capacity would be 334 and 25% would be 83 tickets exempt from the levy.

If more than 25% of agreed house capacity for that performance are sold then the levy will apply to the tickets in excess of the 25%.

6.5 Ticket Levy – A 10% ticket levy is applied to ticket purchases made for live events, 50pence nominal levy for cinema events through Box Office. The fee of 10% or 50pence is charged per transaction on all purchases made via phone, online or from the Box Office and is in-line with current industry practice for theatres and venues. The ticket levy ensures that our attendees can book tickets in the most efficient way possible.

6.6 What is a Ticket Levy? A ticket levy is charged on the transaction regardless of the quantity of tickets being purchased. This fee helps to helps us cover the costs of printing the tickets and technology costs.

6.7 Why do you have a Ticket Levy? The typical range of various fees charged by ticket providers include a ticket levy, handling charge, credit card commission, processing fee, service fee, etc. By introducing a ticket levy we ensure that our patrons can book tickets in the most efficient way possible.

6.8 How does the Ticket Levy benefit the customer? The main benefit is that NPT Theatres continues to sell our own tickets and keep the use of ticket agents to a minimum. The ticket levy is a vital part of our business and ensures that we continue to offer the best customer service, operating a modern, efficient box office service.

6.9 What is the Ticket Levy for? A Ticket Levy is added to ticket purchases to help cover the cost of providing a box office service – the costs of IT technology and maintenance, software, website development, telephone system, staff, communication, financial charges , etc. The fees cover the administration costs and overheads associated with each ticket sale and, in addition, NPT Theatres provide a service to our customers with their knowledge of the venues and of our customers.

6.10 Why not incorporate these costs in to the ticket price? These costs cannot, as a rule, be incorporated into the ticket price due to variety of complex and historical financial arrangements with a wide range of different promoters. The majority of monies earned from the price of a ticket go directly to the promoter and so any increase in ticket cost without a major change in the culture of the financial arrangements in the leisure and entertainment business would benefit the promoter only, rather than the venue. It is for this reason that the majority of presenting theatres charge fees on top of the ticket price.

6.11 Is the Ticket Levy always the same no matter how I buy my tickets? The Ticket Levy is applied as a % to all transactions regardless of payment method, which include cash, credit/debit card and cheque.

6.12 Why is the Ticket Levy % not a monetary value? This is in order to keep the levy fair in relation to people buying lower priced tickets and to keep in line with our pricing policy.

6.13 What about Gift Vouchers? The ticket levy is applied to tickets, when using a gift voucher at the point of sale, in line with all other payment methods.

6.14 Are there any exceptions? Yes, when purchasing a Phoenix membership at for The Gwyn Hall, one benefit of belonging to the scheme is that you are exempt from paying the Ticket Levy for certain live events and cinema screenings. You can obtain the full benefits of the scheme with an annual subscription of just £10. Please contact the Gwyn Hall Box Office on 0300 365 6677 for further details.

7. Ticket collection or delivery

7.1 If you select to receive your tickets by post we will aim to dispatch your tickets within 7 days by 2nd class post to the delivery address you stated at the time of booking. If you require the tickets to be delivered to an alternative address please let us know at the time of booking. Although we aim to dispatch your tickets within 7 days in certain circumstances this may not be possible, so please allow as much time as possible for the arrival of your tickets.

7.2 If you have not received your tickets within 4 days of the performance please contact us by email or telephone the appropriate venues Box Office (details can be found under condition 13) and inform a member of the Box Office staff.

7.3 If you would prefer to collect your tickets in person or if you are booking tickets 4 days before your chosen performance you may collect your tickets during the venues Box Office hours (which are displayed on ‘our’ website and in ‘our’ seasonal brochures. You will need to bring proof of identity or additional information when collecting your tickets to prevent possible fraud.

7.4 If you have decided to collect your tickets from the Box Office, please note that your tickets will only be available from the hosting venue e.g. if you purchase tickets for a show at The Princess Royal Theatre your tickets will only be available from that venue.

7.5 Please check your tickets as soon as they arrive by post (if you have chosen this method of delivery) or when collecting them at the Box Office as errors are difficult to be rectified closer to the performance due to seating arrangements, capacities and possible sell outs.

8. We disclaim liability for loss of tickets in transit. All details of sale are retained at Box Office and tickets can be reprinted in certain circumstances but postage will not be reimbursed.

9. Group Bookings

9.1 Group leaders (including school parties) are responsible for the conduct of their party. Neath Port Talbot Theatres accepts no responsibility for the supervision of people in your care. You must ensure that adequate numbers of supervisory staff accompany the group. The group or some of them will be asked to leave the theatre if the performers or audience are disturbed by them.

9.2 Group discounts of 10 or more are available on certain performances, please check with the Box Office prior to booking as discounts and mistakes will not be permitted after the tickets have been purchased.

10. Children

10.1 We ensure we can be as family friendly as possible and welcome the attendance of children at most performances but to ensure the enjoyment of all members of the audience and the performers we would specify that no child under the age of four is to be permitted to any performance other than those specifically for children.

10.2 Certain shows that we deem to be family friendly we offer a Family friendly price of £1 per child to every full paying adult. In this instance we will give a guideline on what ages we agree is the appropriate age range. The family friendly is only open to young people aged 16 and under.

10.3 Children reductions are offered on certain performances to young people up to the age of sixteen. You should make no assumption that the availability of a child reduction means that you would find the show suitable for all persons within this category. As parents / guardians views as to what is suitable for a given age range varies considerably, you must satisfy yourself as to a shows suitability by enquiring first at the Box Office.

10.4 We do not believe that all live performances are suitable for very young children. You may be asked to remove an unsettled or crying child accompanying you who is disturbing the performers or audience from the auditorium.

10.5 For any show advertised as standing at both Pontardawe Arts Centre and The Princess Royal Theatre children under the age of 14 for their own safety will be asked to sit upstairs in the balcony area.

11. Marketing

11.1 Whilst every effort is made to ensure that all promotional information supplied is accurate, you are advised to take appropriate precautions to verify such information. To the extent permitted by law Neath Port Talbot Theatres expressly disclaims all liability for any direct, indirect or consequential loss or damage occasioned by the user’s reliance on any statements, information or advice contained in Neath Port Talbot Theatres print, on the website or any other promotional material generated by the organisation.

11.2 All information in the seasonal brochures is correct at time of print but ‘we’ accept the right to alter and amend details where there are obvious errors.

12. Data Protection

12.1 We processes personal information in accordance with the principles set out in the Data Protection Act 1998.

12.2 When making a booking with Neath Port Talbot Theatres ‘your’ personal information will be stored on the Box Office computer system for administrative purposes. If you have chosen to receive information from us we will send you updates on what type of events you have to chose to hear from or for shows that we think you may enjoy in relation to your previous bookings. You are able to opt out of receiving information from us at any time either by logging into your online account or calling the Box Office

12.3 We will take all reasonable steps to ensure the security of your personal data held by us.

Website Use

13. Links to Third Party Sites

13.1 The NPTArtsandEnts website managed and populated by Neath Port Talbot Theatres may sometimes contain hyperlinks to websites operated by third parties other than Neath Port Talbot Theatres. The operation of such websites is outside of “our” control and you proceed at your own risk. “We” do not endorse or sponsor and is not liable for any content, products or services you access through any linked sites.

14. Contact and Complaints

If you need to contact Gwyn Hall or Neath Port Talbot Theatres, or if you wish to complain about your experience at one of our venues, your experience when purchasing tickets or your experience of using the website, you can do so through the following methods:

· Email: gwynhall@celticleisure.org

· Telephone: The Gwyn Hall 0300 365 6677

Pontardawe Arts Centre 01792 863722

The Princess Royal Theatre  01639 763214

By Letter: The Gwyn Hall, Orchard Street, Neath, SA11 1DU
The Princess Royal Theatre, Civic Centre, Port Talbot, SA13 1PJ
Pontardawe Arts Centre, Herbert Street, Pontardawe, SA8 4ED


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