Terms & conditions
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 Party resellers are subject to their terms and conditions and any queries regarding the purchase must be directed back to the point of sale.
1. Ticket Purchase and Validity
1.1. Tickets are only valid once full payment has been received at the advertised price.
1.2. A £4.00 Transaction Fee applies to all online and telephone bookings. This fee is applied once per booking. No fee applies to in-person bookings.
1.3. All offers, discounts, and benefits are subject to availability, may be withdrawn at any time, and cannot be applied retrospectively or combined.
1.4. Tickets remain the property of Sadler’s Wells and may not be resold or transferred for commercial gain.
1.5. The Theatre Management reserves the right to make alterations to the advertised programme, cast, or other event arrangements without obligation to offer a refund or exchange.
1.6 Sadler’s Wells reserves the right to cancel any booking where a pricing error has occurred.
2. Refunds and Exchanges
2.1. Tickets are non-refundable, except where a performance is cancelled or abandoned before the halfway point.
2.2. Subject to availability, tickets for in-person performances may be exchanged for a different date or converted into a Sadler’s Wells Credit Voucher, if requested at least 24 hours in advance.
2.3. A £3.50 amendment fee applies per ticket for exchanges or when converting to a Sadler’s Wells Credit Voucher, capped at £31.50 per booking.
2.4. The £4.00 Transaction Fee is non-refundable.
2.5. Digital Stage bookings are non-refundable and non-exchangeable.
2.6. Group booking changes require at least three weeks’ notice.
3. Delivery of Tickets
3.1. Tickets are issued as e-tickets, sent to the email or mobile number provided at the time of booking.
3.2. Customers may present e-tickets on a device or as a printed copy.
3.3. Sadler’s Wells does not print or post tickets.
4. Children and Young People
4.1. Children under 16 must be accompanied by an adult aged 18 or over.
4.2. Under 5s are not admitted unless otherwise stated.
4.3. Age guidance may be provided for some performances, and it is the responsibility of the ticket buyer to ensure suitability.
5. Admission and Attendance
5.1. Sadler’s Wells reserves the right to refuse admission or remove any person who may cause a disturbance, pose a risk to others, or breach venue rules. No refund will be issued in such cases.
5.2. Mobile phones and electronic devices must be switched off in the auditorium. Photography, filming or recording is not permitted.
5.3. Smoking, including e-cigarettes, is not permitted in any Sadler’s Wells venue.
5.4. Latecomers will not be admitted while a performance is in progress. Where late entry is permitted, alternative seating may be offered to minimise disruption.
5.5. Ticket holders consent to being filmed or recorded as part of the audience for broadcast or promotional use.
5.6. Sadler’s Wells cannot be held responsible for late running of any performances due to circumstances beyond its control
6. Liability
6.1. Sadler’s Wells is not responsible for any personal arrangements made in connection with your visit (e.g. travel, accommodation, dining).
6.2. Liability for cancellation or changes to an event is limited to the value of the tickets purchased, in accordance with Section 2.
6.3. The Consumer Protection (Distance Selling) Regulations do not apply to the sale of tickets.
7. Payment Methods and Vouchers
7.1. Payment is accepted by credit/debit card and Sadler’s Wells Gift and Credit Vouchers.
7.2. Theatre Tokens can be redeemed over the phone or in person but not online.
7.3. Sadler’s Wells Gift and Credit Vouchers are valid for two years and may be used for tickets, service charges, parking, programme vouchers and memberships. They are not redeemable for food, drink, or merchandise.
7.4. Gift Vouchers are non-refundable and may not be exchanged for cash or applied to bookings made before the voucher was issued.
8. Privacy
8.1. Your personal information is processed in accordance with our Privacy Policy.
9. Changes to Terms
9.1. Sadler’s Wells reserves the right to update these Terms & Conditions at any time. The latest version will always be available on our website.