Terms and conditions of sale

By booking tickets with Sadler's Wells you are agreeing to and are bound by the terms and conditions listed below. Your statutory rights are not affected. Tickets booked via authorised Ticket Agencies and Third Parties resellers are subject to their terms and conditions and any queries regarding the purchase must be directed back to the point of sale.

What are the General Terms of Admission? Can I cancel my ticket(s)?
Can I resell my ticket(s)?
How do I get my ticket(s)?
What if my ticket(s) do not arrive / I lose my ticket(s)?
Is there a booking fee?
What discounts are available?
Are children or babies admitted?
Do you accept Society of London Theatre Tokens?
How will by personal data be used?
What terms apply to Sadler's Wells Gift Vouchers sales and redemption?
What terms apply to membership purchases?
What terms apply to online shop merchandise orders?

 

What are the General Terms of Admission?

  • The Theatre Management reserves the right to refuse admission or eject from the venue any person if it believes their presence is likely to cause a nuisance, disturbance or threat to other patrons, the venue or its employees.
  • Tickets are only valid where a booking has been fully paid with the advertised ticket price.
  • We reserve the right to cancel any orders because of any pricing errors.
  • Latecomers will not be admitted whilst a performance is in progress.
  • The Theatre Management reserves the right to make any alterations to the advertised arrangements, programme or cast without being obliged to offer a refund or exchange.
  • The use of cameras, tape recorders or any other electronic or digital recording, photographing or imaging devices is not allowed inside the auditorium. Mobile phones, pagers and wireless handheld email devices must be switched off at all times.
  • Smoking is not permitted anywhere inside the venue.
  • Ticket holders consent to the recording and filming of themselves as members of the audience.
  • Sadler's Wells cannot be held responsible for late running of any performances due to circumstances beyond its control.
  • Sadler's Wells does not operate a Dress Code policy.
  • Under 5s are not admitted unless otherwise stated. see below

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Can I cancel my ticket(s)?

Exchanges, Refunds and Cancellations

Refunds are not permitted except where the performance is cancelled or abandoned when less than half the performance has taken place. However, tickets booked directly with Sadler’s Wells may be exchanged to future performances or a Gift Token issued (valid for two years from date of issue) in lieu if returned at least 24 hours before the scheduled performance time. 8 or more tickets can only be exchanged or issued with a Gift Token if returned to the theatre at least three weeks before the performance.

A £2 per ticket booking amendment fee applies for any exchanges or Gift Tokens (maximum £6 per booking) and any previous handling or transaction charges are non-refundable.

We regret no exchange or Gift Token is possible where tickets have been lost or mislaid or if tickets have been lost in the post.

Unused Gift Vouchers and Memberships cannot be refunded fourteen days after purchase or where any part of their value has been redeemed.

No other cancellations are permitted outside of these terms. If a performance is cancelled or abandoned when less than half the performance has taken place, our maximum liability to you in this respect is the face value only of the tickets purchased. Please note that the cancellation rights contained in the Consumer Protection (Distance Selling) Regulations 2000 (as amended) do not apply to the services we offer.

Ticket Returns and On-Sales

If you wish to return tickets on the day of a show, Sadler's Wells will endeavour to sell these provided we are completely sold out. There is a fee of £2 per ticket for this (maximum £6 charge per booking). However we cannot guarantee the re-sale of tickets. Only original tickets can be offered for re-sale (not duplicates or agency tickets).

Refund of sold tickets, less the administration charge, will be held as a Gift Token on the patron record of the person who made the original booking. This person may have this credited back to a bank card by contacting the ticket office. We reserve the right not to accept tickets for re-sale.

Sadler's Wells do not operate a returns list in advance for fully booked performances and any tickets returned are placed on sale immediately.

For some other performances, in particular in cases of shows taking place at venues other than Sadler's Wells, or when the venue has been hired by an external agency/producer, tickets cannot be exchanged nor a Gift Token issued. Please check with the ticket office for individual Terms & Conditions.

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Can I resell my ticket(s)?

The re-sale of tickets by retail or online auction site by anyone other than Sadler's Wells ticket office staff is strictly prohibited and may invalidate the ticket.

Any ticket sold for profit or commercial gain by anyone other than Sadler's Wells or any of its authorised agents will be invalid for entry.

Patrons are not permitted to attempt to resell tickets on or around the theatre premises.

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How do I get my ticket(s)?

All tickets are posted second class for delivery within 7 to 10 days. If the performance is up to 7 days away, tickets are posted first class. Tickets are only posted to UK mainland and only to the address registered with the credit card company. For performances fewer than five days away and all overseas addresses, tickets are left for collection at the ticket office.

You can also select to 'Print at Home' (you must be able to print these as we do not accept e-tickets).

For operational reasons, we may alter the time-scales shown here but will advise you of this at the time of booking.

You may also choose to collect your tickets at the theatre if this is more convenient to you. Please advise the operator when making your booking, or select the "Hold at Box Office" option when booking online.

The credit or debit card used to make the booking with must be produced if collecting tickets from the venue. Tickets may not be released without this.

Tickets left for collection by anyone other than the card holder, where the card holder will not be attending, will require a letter of authorisation from them. 
A printable version of this form can be downloaded here. (pdf)
We reserve the right not to accept tickets for collection by third parties.

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What if my ticket(s) do not arrive / I lose my ticket(s)?

Please contact the ticket office in advance on 020 7863 8000 if tickets have been lost or misplaced and duplicate tickets need to be issued. Please bring appropriate identification (bank statement, utility bill etc) or the card with which the original booking was made. We regret that for security reasons duplicate tickets can only be issued on the day of the performance and to the person who made the original booking.

Please note that for some performances eg when seating is unreserved, it will not be possible to issue duplicate tickets.

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Is there a booking fee?

A transaction charge of £3 will be added to all telephone and postal ticket bookings and reservations. Only one charge is made per booking and does not apply to group bookings and personal bookings at the theatre.

A reduced transaction charge of £1.95 applies to bookings made online and bookings made under our Access scheme.

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What discounts are available?

Save 20% and get priority booking with Sadler's Wells membership.
Join online now and start getting your discounts.
For details: www.sadlerswells.com/membership

Save 10% with promo code SAVE10 when you book 2 or more shows at the same time. Just add SAVE10 in the promo code box when purchasing tickets. See below for details.

Most shows participate in these discount schemes - visit www.sadlerswells.com/save for full list, or look out for the [S] logo on each show page.

Memberships
For memberships that began from 1 February 2017, these benefits, terms and conditions apply. Save 20% on most tickets at Sadler’s Wells and The Peacock. Save on shows marked with the ‘S’ symbol on sadlerswells.com show pages. Discount is valid on up to 6 tickets per run of each show. Additional tickets for that or any other performance within the same run does not qualify.

For memberships that expire by 31 January 2017, these benefits, terms and conditions apply. Sadler's Wells members receive a 20% discount on tickets booked for up to 3 shows, and a 25% discount when booking 4 or more shows. This discount is only valid on up to 6 tickets per production, additional tickets for that or any other performance within the same production run does not qualify Please note that Members 2 for 1 vouchers cannot be redeemed online. Find out more about Membership.

SAVE10 10% discount
10% discount applies to an equivalent amount of tickets for each eligible show when booked at the same time. This discount is available for as many different shows as you like. Available where you see the following symbol: [S] To receive the discount, enter the promo code SAVE10 at the ‘Promotional Code’ box before selecting your seats for each show . Not available retrospectively or in conjunction with any other offers, including family and child tickets. This offer does not apply when booking more than one performance of the same show.

Terms & conditions for membership and SAVE10 discounts
All offers, discounts and benefits are subject to availability and cannot be used retrospectively or in conjunction with any other offers. Sadler’s Wells reserves the right to amend offers, discounts and benefits at any time. All details correct as of 1 January 2017.

Access for All: For people with physical, sensory or cognitive disabilities. One half-price ticket, for all prices, per programme. Applies to most shows at Sadler's Wells and the Peacock Theatre. Subject to availability. We regret that for certain events or performances these discounts may be withdrawn. Find out more and register for the Access for All scheme.

Advance Concessions: Available to students, unwaged, over 65s. A limited number of £8 seats in Sadler's Wells rear 2nd circle or Peacock Theatre rear stalls for all performances. Tickets will be held at Ticket Office. Proof of eligibility must be shown, otherwise the full price will be charged. A max of 2 discounted tickets per person, per event. Tickets can only be booked by the concession holder and are not transferable.

Families: Half-price tickets for children under 16 on selected matinees and some evening performances at Sadler's Wells and the Peacock Theatre where no other discounts apply. Up to 2 half price children per 1 FULL paying adult. Under 16s must be accompanied by an adult. Please note for the consideration of our patrons children under the age of 5 are not permitted into performances unless indicated in the show information pages.

Other discounts may be available for families - please check show pages for further details.

Further age limits may apply on certain shows, please check with ticket office.

Standby Tickets: For students, under 16s, senior citizens, members of BECTU, Equity and Musicians Union and the unwaged: from £17.50 best available, subject to allocation availability and proof of status, from one hour before the show. For Student Standby tickets, please present a photo ID Student/College/NUS/ISIC card with valid expiry date.

Adult groups of 8+: 20% off stalls seats at most performances (some shows may be subject to different group rates - please check with ticket office). Group bookings may be reserved without payment for a maximum of three weeks. If payment is not received during the reservation period then bookings will be cancelled without notice. We do not accept Official London Theatre 'Theatre Tokens' for any booking of 8 or more tickets.

School/College groups of 10+: £12 rear stalls seats, one teacher free per ten pupils, at Schools Discount Performances (see show pages). Under 18s only. Special school discount applies to selected shows, where indicated

*Discounts for Advance Concessions, Standbys, Groups and Schools are not available online, are subject to availability, and cannot be used retrospectively or in conjunction with any other offers or concessions. Discounts may vary between shows. We reserve the right to alter the terms of discounts offered

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Are children or babies admitted?

Please note for the consideration of our patrons children under the age of 5 are not permitted into performances unless indicated in the show information pages.

Under 2s are free where admitted. Parents and carers are asked to book aisle seats and to leave the auditorium if the child cries or causes disturbance. Refunds will not be payable. A ticket is required for anyone aged two and over, irrespective of whether they occupy a seat or not.

Under 16s must be accompanied by an adult.

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Do you accept Society of London Theatre Tokens?

We are happy to accept Society of London Theatre Tokens for bookings made over the phone or in person. Please note that we cannot accept Theatre Tokens for bookings made online, for group bookings or for Standby tickets. For some shows or ticket types it may be necessary to restrict the use of Theatre Tokens.

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How will my personal data be used?

Sadler's Wells conforms to the Data Protection Act 1998 and we are committed to protecting your privacy. Disclosure of your personal details at the time of booking, either on-line, in person or over the telephone, gives us consent to the collection and safe storage and processing of this information and for processing your order. Sadler's Wells may also use this data to track marketing and booking trends.

Should you opt to receive such information, we may also use your details to inform you of news or events at Sadler's Wells and the Peacock Theatre. You may choose to receive this information by post, email, or both.

We may also, with your consent, pass on your personal details to third parties or similar arts organisations for the purpose of mailing you products that may be of interest to you.

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What terms apply to Sadler's Wells Gift Vouchers sales and redemption?

Currently Sadler’s Wells Gift Voucher Codes cannot be ordered online, please telephone the Ticket Office on 020 7863 8000 to order.

Sadler's Wells Gift Vouchers:

  • Are valid for two years from date of issue.
  • May be purchased for any amount.
  • Can be used to book tickets online, by telephone and in person for Sadler's Wells programmed events*
  • Can be used as full or part payment of theatre tickets, any service charges associated with the transaction, car parking** or programme vouchers. Where the value of the vouchers is greater than the purchase price, the remaining balance remains on the same Gift Voucher Code for later use. Where the value of Gift Voucher Code is less than the purchase price, the difference can be paid by debit or credit card online and also cash or cheque via the Ticket Office.
  • Cannot be used for the purchase of drinks or merchandise or for any goods or services.
  • Cannot be used to purchase tickets or services for Sadler's Wells venues via a third party ticket agents.
  • Cannot be refunded or re-issued to a third party.
  • Cannot be used to purchase other Sadler's Wells Gift Vouchers.
  • Cannot be exchanged for cash or credit against a debit or credit card or retrospectively applied to purchases already made.

* For some other performances, in particular in cases of shows taking place at venues other than Sadler's Wells, or when the venue has been hired by an external agency/producer, Gift Voucher Codes cannot be used. Please check with the ticket office for individual Terms & Conditions.
** Car park tickets not available online.

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What terms apply to membership purchases?

Memberships are valid for 1 year from the end of the month in which you make your purchase - eg if you buy a membership on 12 September, this will be valid until 30 September the following year.

Members are eligible for ticket discounts from the moment the membership is purchased. However, please allow up to 14 days for the membership pack including any appropriate vouchers to be delivered.

Membership purchases are final and cannot be refunded. Please ensure that you are happy with your selection before confirming payment.

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What terms apply to online shop merchandise orders?

Delivery charges start at £3.50 for the first item, or £4.50 if delivering to an overseas address. Additional items incur charges of up to £2.25 per item. Please allow 14 to 28 days for delivery. 

If for any reason you are unhappy with your purchase, please return it to us in it's original saleable condition, within 28 days of purchase, for a full refund. Please send to Louise Cooper, Sadler's Wells Theatre, Rosebery Avenue, London EC1R 4TN, including a copy of your email receipt, and a short note requesting a refund for the item. Your refund will be applied to the credit or debit card with which you made your purchase, please allow up to 14 days. 

If you wish to change your purchase, or have any other queries relating to your order, please email louise.cooper@sadlerswells.com. 

NB These terms apply to merchandise orders only. For terms & conditions relating to ticket purchases, please refer back to the top of this page.

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