Terms and Conditions

Terms & Conditions for the Sale of Entertainment Ticket(s)

‘LOVEtheatre’ and ‘Ticket Machine Group’ (and ‘We’, ‘Our’, ‘Ours’ and ‘Us’) refers to The Ticket Machine Group Limited, registered in England and Wales with company number 2638971 whose registered office is at 2nd Floor, Alexander House, Church Path, Woking, GU21 6EJ who is the Trader for the purposes of The Consumer Rights Act 2015.
‘Event’ means an entertainment event including, without limitation, a concert, exhibition, sport, theatrical and/or music event to be held at a Venue in respect of which We have the right to sell You Tickets.
‘Event Partner’ means any party involved in the provision of the Event, such as a Promoter, Venue owner/operator, performer or producer.
‘Promoter’ means the person, firm or company staging the Event.
‘Site’ means www.lovetheatre.com.
‘Ticket(s)’ means printed, electronic or other type of evidence (including a wristband) of the right to occupy space at or to attend an Event sold by Us to You on behalf of the Event Partner(s).
‘Ticket Related Voucher(s)’ or ‘Voucher(s)’ means any voucher or package You purchase from Us, which can be redeemed against products or services at or near the Venue including, without limitation, food and drink vouchers, restaurant vouchers, Ambassador Lounge packages and upgrade packages.
‘Venue’ means any facilities or locations of any nature where the Event is being held.
‘Working Day’ means Monday to Friday, excluding any Public or Bank Holidays.
‘You’ means you or anybody who in Our reasonable opinion is acting with your authority or permission. ‘Your’ shall be read accordingly.


1.1 Your contract for the purchase of Ticket(s) is formed as soon as We have processed Your payment and will expire immediately after the performance of the Event for which You purchased Ticket(s). However, any purchases are subject to payment card verification and other security checks and Your transaction may be cancelled if it has not passed Our verification processes.
1.2 Your purchase of Ticket(s) is subject to these Terms and Conditions, which incorporate and should be read in conjunction with the Event Partner(s) terms, conditions and regulations, copies of which are available on the Event or Venue website or at Venue Box Office. In the event of any inconsistency between these Terms and Conditions, the terms in relation to Venue or Promoter requirements, those of the Promoter shall prevail. If no Promoter, those of the Venue shall prevail.
1.3 These Terms and Conditions are issued pursuant to STAR’s Code of Practice which is available from STAR (0844 879 4272, http://www.star.org.uk/media/964/cop.pdf).


2.1 All Tickets are sold subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with Us prior to purchase, as purchase of Ticket(s) constitutes agreement of these Terms and Conditions. A valid Ticket must be produced to get into an Event. Please notify Us of any access requirements prior to booking. Removing any part of, altering or defacing the Ticket may invalidate Your Ticket.
2.2 It is Your responsibility to check Your Ticket(s) as mistakes cannot always be rectified after purchase. Please check your Ticket(s) on receipt carefully and contact us immediately if there is a mistake.
2.3 We will not be responsible for any Ticket that is lost, stolen or destroyed. Any queries regarding Tickets purchased from ticket agents, other than LOVEtheatre, must be directed back to the relevant agent.
2.4 It is not always possible to issue duplicate ticket(s). For example for non-seated events where there is a possibility of both the original and duplicate ticket(s) being used, compromising the licensed capacity of the venue. Duplicates may therefore be issued at the discretion of the Promoter or the Venue acting reasonably.
2.5 We and the Event Partner(s) reserve the right to provide alternative seats at an Event to those specified on the Ticket if the staging of the Event reasonably requires, provided they are of no less value to that stated on the Ticket.
2.6 Where a concession is claimed, proof of identity and concession entitlement (for example, of age or student status) may be required.
2.7 Possession of a Ticket does not confer any rights (by implication or otherwise) on You to use, alter, copy or otherwise deal with any of the symbols, trade marks, logos and/or intellectual property appearing on the Ticket.
2.8 Any Ticket cannot be used for advertising, promotions, contests or sweepstakes, unless formal written permission is given by the Event Partner(s), provided that even if such consent is obtained, use of Our trade marks and other intellectual property is subject to Our prior consent.
2.9 You agree not to obtain or attempt to obtain any Ticket(s) through unauthorised use of any robot, spider or other automated device or any other illegal or unauthorised activity. We reserve the right to cancel any Ticket transaction which We reasonably suspect to have been made in breach of these provisions without any notice to You and any and all Ticket(s) purchased as part of such transaction will be void.


3.1 The price of the Ticket shall be the price set at the time We accept Your order. All advertised prices are inclusive of any applicable taxes and per Ticket booking fee (where applicable).
3.2 Credit/debit card fees may be charged per ticket on certain performances. LOVEtheatre will inform You of this cost at the time of booking.
3.3 No order will be accepted until We have received full payment in cleared funds. We reserve the right to cancel any booking which We reasonably suspect to have been made fraudulently.
3.4 All Concessions and Discounts are subject to availability, they may be restricted to certain price levels and performances and can be withdrawn by LOVEtheatre without notice.
3.5 Only one Concession or Discount is available per ticket.
3.6 If the amount you pay for a ticket is incorrect, regardless of whether because of an error in a price posted on the Site or otherwise communicated to You, or You are able to order a ticket before its scheduled on-sale or pre-sale date or You are able to order a Ticket that was not supposed to have been released for sale, then We will have the right to cancel that Ticket (or the order for that Ticket) and refund to You the amount that You paid. This will apply regardless of whether because of human error or a transactional malfunction of this website.


4.1 Where it is available, if you select “Print at home” Your Tickets will be delivered as an eticket to the email address provided when You registered on the Site. Your eticket must be printed prior to the Event and entry will not be admitted if the eticket is presented on a mobile or tablet device. Your eticket must be clearly printed to scale on plain A4, clean, white paper. Problems with printing will not be Our responsibility or the responsibility of the Venue. Unauthorised duplication of Your eticket may prevent Your admittance to the Event. LOVEtheatre is not responsible for any inconvenience caused by unauthorised duplication. If unauthorised duplicates appear, LOVEtheatre reserves the right to refuse entry to all Ticket holders and may credit the original purchaser the face value, which will constitute full remuneration. A hard copy duplicate Ticket issued by LOVEtheatre, will render the original eticket null and void. If You do not select “Print at home” Your Tickets will be delivered in accordance with clauses 4.2 to 4.7.
4.2 Ticket(s) will only be delivered to the billing address of the debit/credit card holder unless We specifically offer You the facility for Ticket(s) to be sent to an alternative address.
4.3 Ticket(s) will arrive no later than 4 Working Days before the date of the performance. If Your Ticket(s) are not being held at the Venue box office, and You have not received Your Ticket(s) from Us 4 Working Days prior to the Event, please contact Us. If booking Ticket(s) 4 days or less prior to the performance date, your Ticket(s) will be held at the box office for collection on the day of the performance.
4.4 If Ticket(s) dispatched by Royal Mail ordinary post, special delivery or signed for post are returned to Us as ‘addressee unknown’ We reserve the right to cancel Your booking and make a refund of the Ticket price only.
4.5 We reserve the right to make Ticket(s) available for collection at the Venue box office. You will be notified at point of sale, by telephone, by email or in writing of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary.
4.6 Where there is not enough time to deliver Ticket(s) by post, We will inform You about the arrangements for collection of Your ticket(s).
4.7 If You are collecting Your Ticket(s) from the Venue box office, You must have an acknowledgement of order sent by Us to You, and the credit/debit card used by You to purchase Ticket(s). You may also be required to present Your photo ID.


5.1 Decisions to change or cancel Events are the responsibility of the Event Partner. The Event Partner(s) reserves the right to make alterations to the published Event programme where reasonably necessary. Where such alteration is a material change (as described in clause 7), You will normally be entitled to claim a refund in accordance with clause 7.


6.1 It is Your responsibility to ascertain whether an Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event. Where an Event is cancelled or re-scheduled, We will use Our reasonable endeavours to notify You using the details You provided Us with at the time of ordering. We do not guarantee that You will be informed of such cancellation before the date of the Event.
6.2 It is Your responsibility to inform Us of any change to the contact address, telephone number or email address You provide Us with at the time of ordering.


7.1 Ticket(s) cannot be exchanged, cancelled or refunded after purchase unless the Event Partners terms and conditions allow for exchange, cancellation or refunds. This is normally in circumstances where the Event is cancelled or rescheduled or where there is a material change to the programme of the Event.
7.2 If Tickets are eligible for exchange, they can only be exchanged for a seat of the same value or higher upon payment of the difference in value, within its current run at the same Venue. If a discount has been applied to the Ticket(s), then this will only be honoured within the original terms and conditions of the offer.
7.3 Where an Event is cancelled or rescheduled (subject to clause 6 and this clause) by the Event Partner, due to circumstances beyond Our control, or where there is a material change to the programme of the Event, You will normally be entitled to claim a refund from Us in accordance with this clause.
7.4 A 'material' change to the programme of the Event is a change which, in the Event Partners reasonable opinion, makes the Event materially different to the Event that purchasers of the Ticket, taken generally, could reasonably expect. The use of understudies in a theatre performance shall not be a material change.
7.5 Where an outdoor Event is cancelled or curtailed because of adverse weather, We shall not be liable to make any refund or pay any compensation beyond the refunds that may be payable under the Venue's or Event Partner(s) rules.
7.6 Where such a refund is sought due to cancellation, rescheduling or a material change to the programme of the Event, You must bring this to Our attention as soon as possible upon becoming aware of such material change, cancellation or where the Event has been rescheduled, prior to the rescheduled Event. If you are eligible for a refund, the refund for Ticket(s) will equal the price paid by You to Us for such Ticket, including the applicable per Ticket booking, in accordance with the STAR Code of Practice.
7.7 Refunds shall only be made to the person who purchased the Tickets and, when possible, be made using the same method as was used to purchase the Tickets.
7.8 These Terms and Conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice, or the Department for Business Innovation and Skills.
7.9 In no circumstances shall we be liable to make any refund or pay any compensation beyond the refunds that may be payable under the Event Partner’s terms and conditions.


8.1 Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by You are at your own risk. Unless otherwise stated in this clause, Our and the Event Partner(s)’ liability to You in connection with the Event (including, but not limited to, in the event of cancellation, rescheduling or material change to the programme of the Event) shall be limited to the Ticket price paid by You including the per Ticket booking fee.
8.2 Neither We nor the Venue nor the Event Partner(s) will be responsible for any loss, injury or damage to any person (including You) or property howsoever caused (including by Us and/or by Event Partner(s)):
(a) in any circumstances where there is no breach of a legal duty of care owed by Us or the Event Partner(s);
(b) in circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from Our negligence); or
(c) to the extent that any increase in any loss or damage results from breach by You of any of theses Terms and Conditions and/or any terms and conditions of the Event Partner(s).
8.3 Nothing in these Terms and Conditions seeks to exclude or limit Our or the Event Partner(s)’ liability for death or personal injury caused by Our or the Event Partner(s)’ (as relevant) negligence, fraud or other type of liability which cannot by law be excluded or limited.


9.1 Should You have any queries or complaints relating to Your Ticket purchase please contact Our Customer Care team on 0800 912 6957 (Monday to Saturday 9am - 6pm) or email tix@lovetheatre.com. We will acknowledge all customer correspondence within 24 hours.


10.1 See the LOVEtheatre Privacy Policy.


11.1 You may not resell or transfer a Ticket if prohibited by law. Any resale or transfer (or attempted resale or transfer) of a Ticket in breach of the applicable law is grounds for seizure or cancellation of that Ticket.


12.1 Any Ticket obtained in breach of these Terms and Conditions shall be void and all rights conferred or evidenced by such Ticket shall be void. Any person seeking to use such a void Ticket in order to gain or provide entry to an Event may be considered to be a trespasser and may be liable to be ejected and liable to legal action. Void Ticket(s) are non-refundable.


13.1 Ticket(s) may be restricted to a maximum number or sold subject to certain restrictions on entry or use, such as restricted, obstructed or side view or a minimum age for entry. Any such restriction shall be displayed on Our website or otherwise notified to You before or at the time You book the Ticket(s). It is Your responsibility to ensure that You read all notifications displayed on Our website. We reserve the right to cancel Ticket(s) purchased in excess of the maximum number, without prior notice unless the purchase of Ticket(s) in excess was due to Our error, in which case We will notify You prior to cancelling Your Ticket(s).


14.1 Admission to an Event is at all times subject to any terms and conditions or rules of the Event Partner. If you breach those terms, conditions or rules, then the Event Partner may refuse admission or require you or any other ticket holder(s) to leave the Venue.
14.2 You must comply with instructions and directions given by Venue staff and stewards.
14.3 No refunds will be given to Ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the examples above.
14.4 The minimum age for admittance to a Venue is stated during the booking process on a show by show basis and must be complied with. Babes in arms (aged under 18 months) will not be admitted into any Venue unless otherwise stated. Children (aged 18 months to 16 years inclusive) shall require their own ticket which shall be at full ticket price if no child concessions are available at the time of booking. Children must be supervised at all times and supervision of children shall be by not less than 1 adult per 10 children. The Management reserves the right to ask parents / supervisors to remove children if, in the opinion of the Management, they are causing a disturbance.


15.1 The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any Venue is strictly forbidden. Unauthorised recording equipment, recordings, tapes, films or similar items may be confiscated and destroyed or deleted. Any recording made of an Event in breach of these conditions shall belong to the Event Partner(s). The Event Partner(s) and Venue will not be liable for any loss, theft or damage to confiscated items.
15.2 By attending an Event, Ticket holders consent to filming and sound recording of themselves as members of the audience. The Event Partner(s) may use such films and recordings (including any copies) without payment.
15.3 Ticket holders shall not bring into the Venue or display or distribute (whether for free or not) at the Event any sponsorship, promotional or marketing materials.
15.4 Mobile telephones and messaging equipment must be switched off during the Event.
15.5 Alcohol may only be consumed in public bars and other authorised areas. Smoking is not permitted unless within a designated smoking Area (if any).
15.6 The following are not permitted within any Venue:
1) animals (with the exception of assistance dogs);
2) laser pens, fireworks, flares, smoke bombs;
3) Your own food and drink (unless permitted by the Venue);
4) bottles, cans or glass containers (unless permitted by the Venue);
5) any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives); and
6) illegal substances.
15.7 The management of the Venue reserves the right to conduct security searches from time to time and confiscate any item which, in the reasonable opinion of the management of the Venue, may cause danger or disruption to other members of the audience or the Event or is one of the items not permitted in the Venue as listed above.
15.8 Every effort shall be made to admit latecomers to Events at a suitable break in the Event, which may be the interval, but late admission cannot be guaranteed.
15.9 Ticket holders may only leave and re-enter the Venue during an Event at the discretion of the management of the Venue. Otherwise, there will be no re-admission or pass-outs of any kind.


16.1 These Terms and Conditions shall be applicable to Ticket Related Vouchers and Vouchers and, unless set out in this clause 16 or the context otherwise requires, all references in these Terms and Conditions to Tickets shall include Ticket Related Vouchers and Vouchers.
16.2 Ticket Related Vouchers will be delivered with Your Tickets (if purchased at the same time as Your Tickets) and will arrive no later than 4 Working Days prior to the performance date and are only redeemable with a valid Ticket. They can only be exchanged, refunded or cancelled in circumstances where the Tickets to which they relate are exchanged, refunded or cancelled. Ticket Related Vouchers may only be exchanged if the product to which the Ticket Related Voucher relates is available on the new date that the Ticket is exchanged to and if not a full refund will be issued for the Ticket Related Voucher element of Your booking.
16.3 Your contract for the purchase of Vouchers is formed as soon as We have processed Your payment and, in the case of LOVEtheatre Voucher(s) will expire a) 2 months from the performance date for a LOVEtheatre Dining Pass and b) on the day of the performance for a Bespoke Dining Package. LOVEtheatre Voucher(s) must be used within such time periods as they cannot be extended.
16.4 Your Voucher(s) entitles You to the package component that was booked at time of purchase. Voucher(s) are non-transferrable for cash or any other item.
16.5 We shall endeavour to deliver Your Voucher(s) to You as soon as possible after You place Your order which will arrive no later than 4 Working Days prior to the performance date. Vouchers are non-refundable. If Your Ticket(s) and Voucher(s) are not being held at the Venue box office, and You have not received Your Tickets(s) and Voucher(s) from Us 4 Working Days prior to the Event, please contact Us.


17.1 LOVEtheatre reserves the right to change these general terms and conditions which are applicable to all retail offers and discounts at any time without prior notice by amending these online.
17.2 Offers and discounts are not transferable and cannot be used in conjunction with any other offer or discount.
17.3 All offers and discounts are subject to availability, can be changed or withdrawn without notice, and may be available for a limited period only.
17.4 Due to licencing restrictions some offers and discounts may not be available in Scotland.


18.1 Ticket holders must comply with all relevant statutes, safety announcements and Venue regulations whilst attending the Event. If Ticket holders have any special requirements or concerns about any special effects which may be featured at the Event, prior notice should be provided when ordering Tickets. Special effects may include, without limitation, sound, audio visual, pyrotechnic effects or lighting/strobe lighting effects.


19.1 Any complaints about a Tickets holder’s seating or ability to view a production should be made promptly to the Venue Management either before or during the Performance.
19.2 If any dispute arises out of these Terms and Conditions, We will attempt to settle it. We will acknowledge all customer correspondence within 24 hours and We shall use Our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to both parties within 5 working days. Although this does not restrict your rights to pursue court proceedings, if we are unable to settle any dispute by negotiation within 21 days, the parties may attempt to settle it by mediation. To initiate a mediation, a party must give written notice to the other parties to the dispute requesting a mediation. The mediation shall be conducted in accordance with the STAR Code of Practice and Dispute Resolution Procedure current at the date of the referral which sets out, the procedures to be adopted, the process of selection of the mediator and the costs involved, and which terms are deemed incorporated into this agreement.
Society of Ticket Agents and Retailers
PO Box 708
St Leonard’s Place
Telephone: 01904 234737 (or +44 1904 234737 if calling from outside the UK)
Email: info@star.org.uk
19.3 Alternatively, an online dispute resolution service is also available, supported by the European Commission:


20.1 If we delay or fail to enforce any of these Terms and Conditions It shall not mean that We have waived our right to do so.


21.1 We shall be entitled to assign any of Our rights and obligations under these Terms and Conditions provided that Your rights are not adversely affected.


22.1 If it is found by a Court that any of these Terms and Conditions for any reason cannot be enforced, this shall not prevent the other provisions from continuing to apply.


23.1 The Event Partner(s) and its affiliates, successors or assigns may rely on any rights set out in these Terms and Conditions in accordance with the provisions of the Contracts (Rights of Third Parties) Act 1999 (the ‘Act’). Except as provided above, any person who is not a party to these Terms and Conditions shall have no rights under the Act to rely on any of these Terms and Conditions. The Act can give rights under some contracts to third parties who are not parties to those contracts but in this case on We, the Event Partner(s) (and/or its affiliates, successors or assigns) and You (or Your assignees permitted hereby) have rights and obligations under this contract.


24.1 For the purposes of these Terms and Conditions, ‘Force Majeure’ means any cause beyond Our control including, without limitation, act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments. We will not be liable to You for failure to perform any obligation under these Terms and Conditions to the extent that the failure is caused by Force Majeure. This Clause does not affect the terms of Clause 8.


25.1 We intend to rely on the written terms set out here in this document as well as the written terms and conditions of the Venue and the Promoter. You should read the terms and conditions carefully before entering into the contract to ensure that they contain the very thing that You consider has been agreed. If they do not then you should speak to any member of staff. After the contract has been made, these Terms and Conditions cannot be varied or amended in any respect unless both You and We agree and it is preferable that this is in writing.


26.1 Nothing in these Terms and Conditions and no action taken by You or Us under these Terms and Conditions shall create, or be deemed to create, a partnership, joint venture or establish a relationship of principal and agent or any other relationship between You and Us beyond the relationship created under these Terms and Conditions.


27.1 These Terms and Conditions, and the terms and conditions of the Event Partner(s) and any specially agreed terms constitute the entire agreement between the parties in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between the parties. Each of the parties agrees that it has not entered into these Terms and Conditions in reliance on, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity (whether negligently or innocently made) by any person (whether party to these Terms of Conditions or not) other than as expressly communicated by Us to You before You have completed Your purchase or set out in these Terms and Conditions. Nothing in this clause shall operate to limit or exclude any liability for fraud.


28.1 These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.


By submitting Your entry to any competition run by Us, We will assume You have read these rules and regulations and agree to them.
29.1 All entries must be submitted by the specified closing date in order to be entered into the draw. Any entries submitted after this time may not be eligible.
29.2 The winner will be selected at random and notified the day after the closing date. The decision of the winner will be final and no correspondence will be entered into.
29.3 Prizes cannot be transferred, exchanged or redeemed for cash. Travel and additional expenses are not included in the prize.
29.4 There is a limit of one entry per person.
29.5 Employees of the Promoter and Prize Providers and their associated companies and contractors and their immediate family members are not eligible to enter.
29.6 Entry to the competition shall constitute your acceptance of these terms and conditions.
29.7 The winner agrees to use of their name and image in any promotional activity following the Draw.
29.8 Tickets must not be sold on or used by anyone other than the prize winner.
29.9 No purchase of tickets is necessary.
29.10 Competitions are run by The Ticket Machine Group Ltd. 39-41 Charing Cross Road, 2nd Floor, London WC2H OAR.