Terms & Conditions
Your Safety and Comfort
The Glasshouse is committed to providing a safe and enjoyable experience for our audiences, artists and staff. We reserve the right to remove visitors from the premises and/or affiliated events if we feel that their behaviour is negatively impacting the experience of our audiences if they are acting in an intimidating, aggressive or violent manner, or if they are endangering themselves or the people around them. Such incidents may result in a prolonged, or lifetime, ban from entering the venue or affiliated events.
Regular bag searches are in operation on entry to the venue and you may be asked to participate. Please note that refusal to allow a bag search will result in non-entry to the venue. We respectfully ask that all visitors minimise luggage brought to the building where possible, to help us to keep things running smoothly.
Please ensure all mobile phones are switched to silent.
If you arrive later than the advertised start time or you need to leave the auditorium for any reason then you may be asked to wait until a suitable break in the performance before you can take your seat – this may be the interval. Depending on the show we may be unable to admit latecomers at all. The Glasshouse reserves the right to refuse admission to any visitor.
Event Cancellations
It is your responsibility to ascertain whether a Performance has been cancelled or rescheduled. We will make all reasonable attempts to promptly notify you of any such cancellation or rescheduled Performance but make no guarantees in this respect.
Photography and Recording
Our events and public spaces are often photographed or filmed for promotional, archival, press or social media use. Please reach out to a member of staff if you have any concerns regarding this.
You consent to the filming and sound recording of your participation in any performance, as a member of the audience. We will endeavour to inform you prior to the commencement of the performance if such recording is to take place.
Non-professional photography for personal use is allowed at all performances unless otherwise stated. No flash, tripods, additional sound recording equipment or SLR / DSLR cameras are allowed without prior written consent. Please be considerate of others and avoid extended filming, use a lower screen brightness and silence any camera shutter sounds on devices.
Your Tickets
Only holders of tickets purchased from The Glasshouse, or official ticket agencies that have been approved to sell tickets to a concert in our venue(s), will be admitted to a performance. If you have bought a ticket from a secondary ticketing website, we do not guarantee entry. In this instance, The Glasshouse can provide evidence that access has been denied so that you may attempt to claim your money back.
Box Office staff regularly monitor unauthorised secondary ticketing sites. If an individual is found to be selling tickets via these channels – unless those officially approved by The Glasshouse and its partners – then The Glasshouse reserves the right to cancel the tickets and offer them for resale and deactivate the user’s account indefinitely. Customers will be contacted in these circumstances.
The Glasshouse does not endorse the reselling of tickets at a marked-up price, or for the purposes of profiteering.
It is your responsibility to check your tickets as soon as they arrive with you as mistakes cannot always be rectified.
A £2.50 fee will be charged to reprint physical tickets, please note we can only reprint physical tickets once and reprints cannot be posted, reprinted physical tickets will only be issued at the Box Office counter.
Refunds and Exchanges
Tickets are non-refundable, unless an event is cancelled by us or a promoter we are working with. We will endeavour to postpone or reschedule where possible, accommodating your booking. If a new date or time isn’t suitable for you, refunds can be requested from your original point of sale.
Our team will endeavour to contact you if any such situation arises – please make sure our Box Office team has the correct contact details for you.
All personal expenses, including but not limited to travel, accommodation and subsistence arrange by you/your party, are at your own risk and will not be compensated.
We strongly recommend purchasing ticket protection when booking (see details below). In the event of seeking to make a claim for compensation, it is your responsibility to reach out to the ticket protection provider as per the terms of your cover. We cannot assist with claims for ticket protection you have purchased.
Postage fees, which will have been paid-onwards to postal services, will be retained in the event of a refund as a result of a show cancellation.
Tickets may be exchanged for seats for the same or higher price for a performance of the same production up to 24 hours before the performance. Exchanges are strictly subject to availability. All original tickets must be produced before an exchange can be processed. An exchange Fee of £2.50 per order will apply for all exchanges.
Ticket Protection
Tickets are non-refundable, but for peace of mind and confidence, we offer ticket protection on behalf of a third party provider. This cover may protect you when you can’t attend due to accidents, unexpected illnesses, adverse weather conditions and more. Ticket protection must be purchased at the time of ticket purchase, and claims must be raised with the ticket cover provider, who will assess your claim.
Ticket protection cannot be applied retrospectively to a booking.
Ticket Protection purchased prior to February 20, 2025
If you purchased ticket protection before this date, it will have been from TicketPlan Cancellation Protection. To find out more about ticket protection or about the protection you have purchased, and to make a claim, visit www.ticketplangroup.com.
Ticket Protection purchased after February 20, 2025
Ticket protection purchased after this date will be with Secure My Booking. To find out more about the protection, full terms and conditions and to make a claim, visit www.securemybooking.com.
Fees
Handling fees are applied to most performances to increase accessibility to a wider range of customers whilst allowing us to cover operating costs.
No handling fees are applied to our education work / courses, classes and workshops.
For performances that were listed on sale up to and including 30 April 2024 we apply a 10% fee per ticket. For performances listed on sale from and including 1 May 2024, we apply a 12.5% fee per ticket.
We also offer employees of our Corporate Partners the opportunity to book through the Fundraising Team with no handling fees on tickets. If you own or run a business and you are interested in hearing more about corporate benefits please contact 0191 443 4562.
A Building Maintenance Levy of £1.50 is applied to most tickets purchased after 14 February 2025, and is included in the total ticket price presented to you. Certain price types or performances may be exempt. The Building Maintenance Levy is a fee that contributes towards the provision, upkeep and future of our building and facilities as we enter our third decade.
Save in respect of liability which cannot be limited by law, our liability to you pursuant to these booking conditions is limited to the face value of the ticket purchased.
These booking terms and conditions are governed by English law and subject to the non-exclusive jurisdiction of the courts of England and Wales.
The Website
Your access and use of the Website is subject to the following terms and conditions (Terms and Conditions) and all applicable laws. By accessing and browsing the Website, or any part of it, you accept, without limitation or qualification, these Terms and Conditions and acknowledge that any other agreement between you and us is superseded and of no force or effect. Where you book a ticket on the Website, your purchase will be subject to our booking conditions.
Terms and Conditions of Use of the Website
We provide this Website for your personal entertainment, information and educational use only. It is subject to change by us without notice. You should assume that everything you see or read on the Website is subject to copyright or other intellectual property rights unless otherwise noted and may not be used except as provided in these Terms and Conditions or in the text on the Website without our prior written permission. We neither warrant nor represent that your use of materials displayed on the Website will not infringe rights of third parties not owned by or affiliated with us.
You may only download material displayed on the Website for non-commercial, personal use, provided you also reproduce all copyright and other proprietary notices contained on the material. You may not, however, distribute, modify, transmit, reuse, report, or use the contents of the Website for public or commercial purposes, including the text, images, audio and video without our prior written permission.
Images of people or places displayed on the Website are either our property or that of our licensors. The use of these images by you, or anyone else authorised by you, is prohibited unless specifically permitted by these Terms and Conditions. Unauthorised use by you of such images may infringe third party intellectual property rights.
The trademarks, logos, and service marks (Trademarks) displayed on the Website, including “The Glasshouse” logo are our registered and unregistered Trademarks or those of our licensors. Nothing contained on the Website should be construed as granting any license or right to use any Trademark displayed on the Website, without our permission or that of such third party that may own the Trademarks displayed on the Website. Your misuse of the Trademarks displayed on the Website, or any other content on the Website, except as provided in these Terms and Conditions, is strictly prohibited.
While we use all reasonable efforts to include accurate and up-to-date information or materials on the Website, we make no warranties, guarantees or representations as to its accuracy, timeliness, performance, completeness or suitability. We assume no liability or responsibility for any errors or omissions in the content on the Website. You acknowledge that such content may contain inaccuracies or errors and that we make no commitment to update such material. We expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law. We exclude all liability and responsibility for any amount or kind of loss or damage that may result to you or a third party in connection with the use, inability to use or the results of use of the Website, any websites linked to the Website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing the Website or your downloading of any material from the Website or any websites linked to the Website.
Whilst we endeavour to ensure that the Website is available 24 hours a day, we shall not be liable if for any reason the Website is unavailable for any time period. Access to the Website may be suspended temporarily and without notice in the case of system failure, maintenance or repair or for reasons beyond our control.
Nothing in this legal notice shall exclude or limit our liability for:
- death or personal injury caused by negligence; or
- fraud; or
- misrepresentation as to a fundamental matter; or
- any liability which cannot be excluded or limited under applicable law.
Other than personally identifiable information, which is covered under our privacy statement, any communication or material you transmit to the Website by electronic email or otherwise, including any data, questions, comments or suggestions, will be treated as non-confidential and non-proprietary. Anything you transmit or post may be used by us or our affiliates for any purpose, including but not limited to reproduction, disclosure, transmission, publication, broadcast, and posting. Furthermore, we are free to use any ideas, concepts, know-how, or techniques contained in any communication you send to the Website for any purpose whatsoever, including but not limited to developing and marketing services using such information.
Links to third party websites are provided for your convenience. If you use these links you leave the Website. We have not reviewed all of these third party websites and do not control and are not responsible for these websites, their content or availability. We do not endorse or make any representation about them, any material found there, or any results that may be obtained using them. If you decide to access any of the third party websites, you do so entirely at your own risk. You may not link to the Website without our prior written consent.
We shall have no obligations or liability in respect of any material which is submitted, broadcast, provided or contributed to the Website in any way by users. You are prohibited from posting, submitting, transmitting or otherwise any information to or from the Website:
- that is threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discrimination, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience; or
- for which you have not obtained all necessary licenses and/or approvals; or
- which constitutes or encourages conduct that would be considered a criminal offence, give rise to civil liability, or otherwise be contrary to the law of or infringe the rights of any third party, in any country in the world; or
- which is technically harmful (including, without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted date or other malicious software or harmful data).
You may not misuse the Website (including, without limitation, by hacking).
We shall fully co-operate with any law enforcement agency, authority or court order requesting or directing us to disclose the identity or locate anyone posting any material in breach of these Terms and Conditions.
The Website is controlled and operated by us from our offices in England. The formation, existence, construction, performance, validity in all aspects whatsoever of these Terms and Conditions or of any term of these Terms and Conditions or any dispute in relation to the materials contained in the Site shall be governed by English law. The courts of England and Wales shall have non-exclusive jurisdiction to settle any disputes which may arise out of or in connection with these Terms and Conditions or use of the Website. Your continued use of the Website indicates your acceptance of these Terms and Conditions.
We may at any time revise these Terms and Conditions by updating this posting. You are bound by any such revisions by continuing to use the Website and should therefore periodically visit this page to review the current Terms and Conditions to which you are bound.