Terms and Conditions
We may change these terms and conditions from time to time. We recommend that you check for updates regularly. These terms and conditions were last reviewed on 29 October 2024.
A hard copy of these terms and conditions is available to read at the theatre box office.
For the protection and comfort of all customers...
Darlington Hippodrome reserves the right to refuse admission or eject patrons in reasonable circumstances such as in the event of rowdy, anti-social or threatening behaviour.
Tickets
Tickets cannot be refunded after purchase.
We strongly recommend taking out booking protection (through Secure My Booking at a small fee per ticket) which will cover you for many eventualities should you not be able to attend a performance. Secure My Booking should be taken out at the time of your booking as it can not be added retrospectively. The Terms and Conditions for Secure My Booking can be found by clicking here.
Up to 24hrs before a performance commences tickets may, at Darlington Hippodrome's discretion, be exchanged for another performance of the same production upon return of tickets.
All patrons must have a valid ticket for any event where a ticket is required for entry.
Tickets may be reserved for up to 3 working days before we require payment. Payments can be made over the phone on 01325 405405 or in person at the box office.
Whilst the Hippodrome has been fortunate in securing substantial support from Trusts and Foundations, corporate organisations and private individuals, including a grant of £5m from The Heritage Lottery Fund, the residual gap in the cost of restoring and operating the theatre needs to be met through the restoration levy and booking fee. To minimise the impact on customers the levy and booking fee are built into the ticket prices to ensure customers are immediately aware of the actual cost of their tickets. We do not charge the levy on shows specifically made for children.
If you would like your tickets posted out to you, there will be a £1.95 fee per transaction for this service.
Payments can be made by cash, MasterCard, Visa and Maestro cards, or by cheque. Please ensure you cross cheques, make them payable to Darlington Borough Council and indicate where you would like your tickets posted to or whether you would like to collect them from the box office. Please also include a daytime telephone contact number.
Unless tickets are being posted out, customers must collect tickets from our box office. This can be done at any time before the performance.
Please check your tickets as soon as you receive them and notify us immediately if they are incorrect.
Tickets may be restricted to a maximum number per person or per credit/debit card. We reserve the right to cancel tickets purchased in excess of this number without prior notice to the customer.
We will not be responsible for any tickets that are lost or stolen.
Cancelled Performances: In the event that live performances are not permitted to go ahead for any reason, customers will be offered to transfer their tickets to a rescheduled performance where possible or offered a credit note or full refund.
Single seat policy: in the interest of the theatre and visiting production companies, our aim is to ensure performances are as fully attended as possible. It is our policy, wherever possible, not to leave single seats available when customers book either in person or online.
Concessions and ticket offers
Concessions are available on selected performances for customers aged 60 or over, children under 16, children or adults in full time education, people in receipt of Job Seeker's Allowance or people in receipt of a disability related allowance.
It is the customer's responsibility to claim any discounts they may be entitled to at the time of booking, as they cannot be applied retrospectively.
From time to time promotional discounts may be offered. These cannot be applied to tickets already purchased and no discount will be applied retrospectively.
Offers and discounts are subject to availability.
Only one discount is applicable per ticket unless otherwise stated.
Some discounts may not be available to book online.
Essential companion tickets
People who require an essential companion to accompany them to the theatre in order for them to access the venue, due to their disability, illness or other condition will receive a FREE essential companion ticket. Qualifying documentation is required if signing up to our Access Scheme.
Qualifying documentation
• A letter confirming receipt of Disability Living Allowance (DLA) - if theatregoer is aged under 16.
• A letter confirming receipt of Attendance Allowance
• A letter confirming receipt of Personal Independence Payments (PIP)
• CredAbility Access Card (with +1 symbol)
All essential companions must be aged 16 or over. Only one essential companion ticket is available per disabled customer.
If a customer does not have access to any of the required evidence above but feels that they require an essential companion ticket to be able to attend the theatre, they can approach our box office manager to discuss their individual needs.
Cancellations and changes to events
We reserve the right to make alterations to the advertised cast and programme without being obliged to refund or exchange tickets.
If an event is cancelled or rescheduled, we will notify ticket holders of the cancellation once we have received the relevant authorisation from the event partner. We will do our best to inform ticket holders of such cancellations before the date of the event, however we cannot guarantee this.
In the event of rescheduling we will try to provide alternative seats of the same or greater value.
In the event of any cancellation or rescheduling of an event the venue shall have no further liability beyond the face value of the ticket purchased.
Children and babies
All children require a ticket, whether this is free of charge or purchased at a value. This applies to all performances including performances where free baby tickets and concessionary children’s tickets are not available. Under 16s must be accompanied by an adult.
For productions made exclusively for children, we offer a free babe-in-arms ticket for babies aged six months or under. Please select the 'Adult + Babe' ticket type when booking online, or you can book over the telephone or at the box office counter. For productions made exclusively for children, concessionary tickets are also available to purchase for babies and children aged six months and over.
For pantomime, babes-in-arms tickets can be purchased at a cost of £3.50 for babies under the age of two. This does not entitle the baby to a seat - babies must sit on the lap of an accompanying adult. Please contact the box office to book (panto babes-in-arms tickets cannot be purchased online).
For all other productions, babies can be admitted at the discretion of the House Manager. Please contact the box office to discuss.
For the protection of children, on selected performances and at our discretion, children and infants may not be permitted to attend. Performances where an age restriction applies are clearly indicated during the booking process. Please ensure that you read all the information that applies to the ticket you are booking, and carry proof of age if appropriate.
Latecomers to performances
We will do our best to admit latecomers at an appropriate point in the performance, however we cannot guarantee admittance in the case of late arrival.
Food and drink
Only food and drink purchased within the venue can be consumed on the premises.
Within the auditorium, only drinks (in reusable plastic cups) and confectionery/snacks purchased on site are permitted. Hot food is not permitted in the auditorium.
Other general terms and conditions
Use of photographic, video, sound recording or mobile communications equipment during performances is usually forbidden although it is sometimes allowed when specifically requested by the visiting company. Please check with front of house staff prior to using any such equipment during performances and they will advise whether this is permitted.
The management reserves the right to refuse admission to or eject a ticket holder if they are disturbing a performance, or for the safety of other patrons.
This information is correct as of October 2023. We reserve the right to make any changes which circumstances may necessitate. To avoid disappointment we suggest that you check details with the box office before leaving for an event.
Customers are not permitted to smoke within our premises; this includes any form of electronic cigarette or other artificial smoking devices.
We may on occasion have to conduct security searches to ensure the safety of the patrons.
Privacy policy (web)
Visitors to the Darlington Hippodrome website are covered by Darlington Borough Council’s privacy policy. Details can be found at www.darlington.gov.uk.
Privacy notice (data protection)
Please visit Darlington Borough Council's website to view the Hippodrome's privacy notice.
European Commission Alternative Dispute Resolution
The European Commission has an online dispute resolution platform at ec.europa.eu.