Ticket and pass terms

Version 1.0, effective from 21 October 2026.

1. Who we are and what these terms cover

1.1 The Nottingham New Theatre ("NNT", "the theatre", "we", "us") is a student-run theatre and a society of the University of Nottingham Students' Union ("the SU", registered charity no. 1136986). We currently perform in the Portland Studio on University Park, Nottingham, NG7 2RD. Our website and box office are at newtheatre.org.uk.

1.2 These terms apply to every ticket, booking and pass for a performance at the theatre, however it is obtained: online, by email, by phone, or in person at the box office or the bar. They also apply to tickets for visiting companies' productions ("external hires") where we sell the tickets on their behalf, except where section 11 says otherwise.

1.3 By making a booking, buying a ticket or pass, or accepting one from someone else, you agree to these terms. If you book on behalf of other people, you are responsible for making sure they are aware of them.

1.4 The Website Terms of Use and the Privacy Policy at newtheatre.org.uk also apply to your use of the website and to the personal data we hold about you.

2. Definitions

• Performance: a single advertised showing of a production on a specific date and time.
• Booking: one or more tickets to a performance, identified by a six-character booking reference. A booking may be paid or unpaid.
• Ticket: the right to one seat at one performance. A ticket is not a physical object; it is a record on your booking, shown by your booking reference or the QR code on your confirmation email.
• Pass: a season pass, festival pass, day pass or similar product that entitles the holder to one seat at each performance it covers, at no further charge, for as long as it is valid (see section 7).
• Box office: the desk in the foyer, and the box office team who run it and answer boxoffice@newtheatre.org.uk.
• Release time: the point before a performance at which unpaid bookings are cancelled and the seats returned to sale (see section 4.5).

3. Prices and concessions

3.1 Prices are shown on each production's page and at the box office. All prices are in pounds sterling and include VAT where applicable. There are no booking fees.

3.2 We may offer concession prices (for example for NNT members, students, under-18s, or other groups). Concessions are available only to people who meet the stated eligibility, and you may be asked to show proof when you pay or collect. If you cannot, you will be asked to pay the difference to the standard price.

3.3 The price of a ticket is the price shown when you book it, and it does not change before you pay, unless we have confirmed a different price to you in writing.

3.4 Where a special price is advertised for a particular performance (for example a preview or a two-for-one), it applies only to that performance and cannot be combined with any other concession unless stated.

4. Booking and paying for tickets

4.1 How booking works

Our website lets you book seats in advance. Payment is not taken online. You pay at the theatre, at the box office, before the performance. Your booking holds your seats until the release time.

4.2 Making a booking

You can book online as a guest, using your name and email address, or while signed in to an NNT account. One online order holds up to 10 seats; a larger group can book in person or by asking us. Either way we send a confirmation email containing your booking reference and a QR code. Keep it; it is how you collect your tickets. A booking is confirmed when that email is sent, not before.

4.3 Paying

Tickets are paid for at the box office. We accept card payments only (including contactless and mobile wallets), on the Students' Union's own card reader, and we never hold your card details. We do not accept cash. Once paid, your booking is marked as paid and your tickets can be collected at the door by showing the QR code or quoting the booking reference.

4.4 Paying in advance

You may pay for a booking in advance at the box office on any day it is open, or on the night of an earlier performance. An advance payment turns your booking into paid tickets and it is no longer subject to the release time.

4.5 Release of unpaid bookings

Unpaid bookings are automatically cancelled at the release time, which is 15 minutes before the advertised start of the performance unless the performance's page says otherwise, and the seats are returned to sale. We email you a reminder 60 minutes before that happens. Online booking closes at the same moment. If you arrive after the release time with an unpaid booking, we will do our best to seat you, but we cannot promise your seats will still be available.

4.6 Changing or cancelling a booking

You can cancel an unpaid booking at any time before the performance starts, free of charge, using the link in your confirmation email or from your account. There is no penalty for cancelling, and we would rather you cancelled than simply did not turn up: it releases the seats for someone else. A booking made with a pass is cancelled at the box office instead.

If you want to change the number of tickets, the ticket type, or the performance, you can do so yourself before the release time where the website allows, or by emailing boxoffice@newtheatre.org.uk. Changes are subject to availability.

4.7 Booking on behalf of others

The person who makes the booking is responsible for it. Tickets on a booking may be collected by anyone who presents the booking reference or QR code, so treat the confirmation email as you would a paper ticket.

4.8 Walk-ups

If seats remain, tickets are sold at the box office on the night without a prior booking, on a first-come, first-served basis. Pass holders should see section 7.

4.9 Capacity and seating

Our venue is small and seating is unreserved unless stated. Holding a ticket entitles you to a seat, not to a particular seat. Wheelchair positions and companion seats are handled under section 9.

5. Refunds, exchanges and our cancellations

5.1 Our approach

Ticket sales are final once paid. We do not offer refunds or exchanges as of right, except where sections 5.2 or 5.3 apply. However, we are a small volunteer-run theatre and we try to be reasonable: if something has gone wrong, email boxoffice@newtheatre.org.uk before the performance and the Box Office Manager may, at their discretion, move your tickets to another performance of the same production or refund them. Discretionary refunds are not guaranteed and are not a precedent.

5.2 If we cancel or materially change a performance

If we cancel a performance, or change its date, start time or venue, or substitute a different production, we will tell you by email as soon as we reasonably can using the address on your booking. You will be offered, at your choice, tickets for another performance of the same production (subject to availability) or a full refund of the price paid for the affected tickets. We are not responsible for any other costs you may have incurred, such as travel.

A change of cast, creative team, running time, or content does not count as a material change and does not entitle you to a refund. Student theatre casts change; that is part of what you are coming to see.

5.3 Your statutory rights

Nothing in these terms affects your statutory rights as a consumer. Tickets are for leisure services on a specific date, so the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to them (regulation 28(1)(h)).

5.4 How refunds are paid

Refunds are made in person at the box office, to the card used to pay, or where that is not possible, by bank transfer or as agreed with the Treasurer. Refunds may take up to 14 days to reach you. Refunds of pass purchases are covered in section 7.9.

5.5 Abandoned performances

If a performance is stopped after it has started, for reasons within our control, and cannot be resumed, we will offer a refund or exchange as in 5.2. If a performance is abandoned for reasons outside our control (for example a building evacuation), refunds are at our discretion. If the performance has reached the interval or later, we treat it as having been delivered.

6. Admission and conduct in the theatre

6.1 Right to refuse admission

We may refuse admission, or ask you to leave without a refund, if in the reasonable opinion of the duty manager you are disruptive, abusive towards staff, volunteers or other audience members, intoxicated, in breach of these terms, or a risk to the safety or enjoyment of others. The duty manager's decision on the night is final.

6.2 Latecomers

Please arrive in good time; the house usually opens 30 minutes before the start. Latecomers are admitted only at a suitable break in the performance, if there is one, and at the discretion of the production and front-of-house team. Some productions have no suitable break and latecomers will not be admitted until the interval, or at all. If you are late you are not entitled to a refund.

6.3 Age guidance and content

Productions may carry age guidance and content warnings, which we publish on the production's page and at the box office. These are advisory rather than legally binding unless stated, but we may decline to admit someone who appears clearly younger than the guidance without an accompanying adult. Children under 12 must be accompanied by a responsible adult at all times. Babes in arms are not admitted unless the production says otherwise. Every person, including children, needs a ticket.

6.4 Photography, recording and phones

You may not photograph, film or record any part of a performance. This is a condition of the rights we hold in the productions we stage, and the stage management team may stop a performance if it is breached. Please switch phones off or to silent.

6.5 Photography and filming by the theatre

We photograph and occasionally film performances and events, including the audience and front of house, for our archive and for publicity. Where this happens we will tell you on the night. If you do not wish to appear, tell a member of the front-of-house team and we will do our best to accommodate you. See the Privacy Policy for more.

6.6 Food, drink and the bar

Food and drink bought elsewhere may not be brought into the auditorium. Drinks from our bar may be taken in unless the production says otherwise. The bar is covered by section 10.

6.7 Safety

Please follow the instructions of the duty manager and front-of-house team at all times, particularly during any evacuation. Some productions use strobe lighting, haze, loud noises or other effects; these are listed in the content warnings on the production page and on signs at the door.

6.8 Lost property

We hold lost property for one term and then dispose of it. We are not responsible for belongings you bring to the theatre.

7. Passes

7.1 What a pass is

A pass is a product that gives its holder the right to one seat, at no further charge, at each performance it covers, during its period of validity. A pass may be a season pass (covering the listed productions in a season), a festival pass or day pass (covering the productions in a festival on the stated days), or another product we describe when we sell it.

7.2 What a pass is not

A pass does not guarantee a seat. Pass holders book or turn up like everyone else and are subject to capacity. If a performance is sold out when you try to book or arrive, we cannot admit you on your pass. We strongly recommend pass holders book in advance for popular performances. We may limit the number of passes sold for a season to reduce this risk, but we cannot eliminate it.

7.3 Which performances a pass covers

Each pass type has a published list of covered productions, shown on our website when you book and on your pass's own page. A pass covers every performance of each production on that list. It does not cover anything not on the list, which in particular usually means external hires, one-off events and workshops. We may add a production to the list after you buy, in which case your pass covers it automatically. We may remove a production from the list only if it is cancelled or withdrawn.

7.4 Validity

A pass is valid between the dates stated on it, and only for performances within those dates. Passes are not extended if you do not use them.

7.5 How to buy a pass

Passes are sold in person, at the box office or at the bar on a performance night, and paid for on the same card reader as tickets. You can also ask for a pass online, while booking or from your account, and pay for it when you arrive. You can also order a pass by emailing boxoffice@newtheatre.org.uk and pay for it on your first visit. Passes are not paid for online. A pass is attached to an NNT account in the holder's name and email address, so you need an account to buy one: if you do not have one, create it on the website first, which takes a minute. You will receive a confirmation email with your pass reference, your pass's QR code and a link to its page.

7.6 Using a pass

Signed in to your account, you can book a seat at any covered performance online at no charge, by choosing "Use my pass" when you book. At the theatre, show your pass's QR code, or give your name, email or pass reference at the box office, and you will be admitted if there is room. Each pass admits one person, once, to each performance. You may use your pass for the same production on more than one night.

7.7 Passes are personal and non-transferable

A pass may be used only by the person in whose name it is issued. It may not be lent, sold or transferred. We may ask for proof of identity at the box office. A pass used by someone other than the holder may be cancelled without refund.

7.8 Concession passes

Where a pass is sold at an NNT member, student or other concession price, the holder must meet that eligibility when the pass is bought. If your eligibility ends during the validity period (for example, your NNT membership lapses) your pass remains valid until it expires.

7.9 Refunds and cancellation of passes

Passes are non-refundable once bought, except that if we cancel half or more of the performances a pass covers during its validity period, we will refund a proportionate share of the price paid. The fact that a particular performance was sold out when you wanted to attend does not entitle you to a refund (see 7.2). If we cancel your pass for breach of these terms, no refund is due.

7.10 Lost pass details

A pass is a record on your account, not a physical card, so there is nothing to lose. Signed in, you can open your pass from your account at any time. If you forget your pass reference, the box office can look it up by your name or email address.

8. NNT members

NNT membership is a separate arrangement with the society, governed by the society's constitution and the SU's society rules, not by these terms. Member pricing and member passes are available to current members. We may check your membership status against the SU's records when you claim a member price. A membership that has run out still counts for 14 days afterwards, so a renewal you have already arranged is not a refusal at the desk.

9. Access

9.1 We want everyone to be able to come to the theatre. Details of the venue's access, including step-free routes, wheelchair positions and accessible toilets, are published on our website. Questions go to access@newtheatre.org.uk.

9.2 If you have access requirements, you can record them once on your NNT account, and they will then apply to every booking you make. This is entirely optional, and what you record is visible only to the front-of-house team working a performance you have booked, on the day, and to the small number of people who verify access requests. See the Privacy Policy for details.

9.3 Where a verified access profile entitles you to an essential companion, you may book one or two companion tickets per performance, depending on what your profile entitles you to, at no charge. Companion tickets exist to enable you to attend; they are not general free tickets, and we may ask that the companion is actually accompanying you.

9.4 Wheelchair positions are limited. If you need one, please book in advance and let us know; we cannot guarantee a position for walk-ups.

9.5 Assistance dogs are welcome throughout the building.

10. The bar

10.1 The theatre bar is run by the society under the SU's licence arrangements. We serve alcohol only to people aged 18 or over and we operate a Challenge 25 policy: if you look under 25 you will be asked for acceptable photographic ID (a passport, UK or EU photocard driving licence, or a PASS-hologram card). If you cannot show it, we will not serve you alcohol, and that decision is final.

10.2 Bar staff may refuse service to anyone who appears intoxicated, who is buying on behalf of someone we would not serve, or whose behaviour is inappropriate. Refusals are recorded, without names, in a register we are required to keep.

10.3 The bar accepts card payments only. Prices are displayed at the bar. Any discounts (for example for members or cast and crew) are at the committee's discretion and may be withdrawn at any time.

10.4 We are a small bar with limited stock. Products shown on our menu may occasionally be unavailable.

11. External hires and visiting companies

11.1 Where a visiting company hires the theatre and we sell tickets on their behalf, the performance is the visiting company's responsibility. These terms still govern your booking, payment, collection and conduct in the building, but decisions about cancellation, content, age guidance and refunds under section 5.2 are made jointly with the visiting company, and our refund obligation is limited to the ticket price paid to us.

11.2 Passes do not cover external hires unless the production's page says so.

12. Our liability

12.1 We are volunteers running a student society, and nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.

12.2 Subject to 12.1, our total liability to you in connection with any ticket, booking or pass is limited to the price you paid for it. We are not liable for losses that were not reasonably foreseeable when you bought, for travel, accommodation or other expenses, or for any loss arising from circumstances beyond our reasonable control (including illness in a student cast, failure of the building or its services, severe weather, or a direction from the University or the SU).

12.3 We provide tickets for personal, non-commercial use. We are not liable for any business loss.

13. Resale

Tickets and passes may not be resold or offered for resale for profit, or used for advertising, promotions or competitions without our written permission. Tickets resold in breach of this section may be cancelled without refund. You may pass a ticket on to a friend at no more than face value.

14. Complaints

If something goes wrong, tell the duty manager on the night if you can; most things can be fixed on the spot. Otherwise email boxoffice@newtheatre.org.uk and we will reply within seven days. If you are not satisfied with our response, you may raise it with the society's President (president@newtheatre.org.uk) or, if it concerns the SU's responsibilities, with the SU's activities team.

15. Changes to these terms

We may change these terms from time to time. The version that applies to your booking or pass is the one published when you made it. The current version is always at newtheatre.org.uk/policies/booking, and the date and version at the top of this page will tell you whether it has changed.

16. General

16.1 These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute, without prejudice to your right as a consumer to bring proceedings where you live.

16.2 If any part of these terms is found to be unenforceable, the rest continues to apply.

16.3 These terms are between you and the Nottingham New Theatre. No one else may enforce them.

16.4 Contact: boxoffice@newtheatre.org.uk for tickets and passes; access@newtheatre.org.uk for access; it@newtheatre.org.uk for the website and accounts.