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 14 September 2021.
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.
Please be aware that Darlington Hippodrome is a seated venue; we ask you to remain seated for the comfort and enjoyment of all patrons.
Tickets cannot be refunded after purchase.
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.
There is a £2 restoration levy on each ticket booked, with the exception of work which is specifically for children. The money raised through the levy will go directly and exclusively to the restoration and ongoing upkeep of the theatre. There is no booking fee.
If you would like your tickets posted out to you, there will be a £1.50 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 due to COVID-19: In the event that live performances are not permitted to go ahead because of local or national Government restrictions, customers will be offered to transfer their tickets to a rescheduled performance where possible or offered a credit note or full refund.
Refunds & Exchanges due to COVID-19: If you are displaying COVID-19 symptoms or are required to self-isolate, all tickets in your booking will be exchanged or a credit issued up to 24 hours prior to the performance.
Changes to COVID-19 restrictions: We keep our COVID-19 Secure measures under review and will update our procedures in line with any new guidance or requirement issued by local or central governments. Please check our website before you visit for any recent updates.
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 must be provided at the box office to evidence their disability or circumstances that would require them to need an essential companion. Customers can still book and pay for tickets over the phone and can supply documentation through the post, or at the box office when they collect their tickets.
• A letter confirming receipt of Disability Living Allowance (DLA)
• A letter confirming receipt of Attendance Allowance
• A letter confirming receipt of Personal Independence Payments (PIP)
• CredAbility Access Card (with +1 symbol)
• Doctor's note (valid for 6 months)
Once a customer has presented the required documentation, they will not need to present this again, however they may receive a phone call from the theatre in the future to check whether they still require this service.
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
At certain productions we offer discounted ‘baby tickets’ for children under the age of 2 years. Please contact the box office for details.
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.
All children require a ticket – whether of the recommended age or not. This applies to all performances including performances where baby tickets are not available.
Under 16s must be accompanied by an adult.
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 July 2021. 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 notice (data protection)
Please visit Darlington Borough Council's website to view the council's privacy notice.
European Commission Alternative Dispute Resolution
The European Commission has an online dispute resolution platform at ec.europa.eu.