Terms and Conditions of Sale
Terms and Conditions of Sale (Tickets)
Terms and Conditions of Exchange (Tickets)
Terms and Conditions of Re-Sale (Tickets)
TERMS AND CONDITIONS OF SALE (TICKETS)
1. Tickets cannot be refunded except on the cancellation or substantial alteration of the performance, or unless exchanged or re-sold by the Box Office subject to conditions available from the Box Office.
2. The Royal Opera House reserves the right to refuse admission to the Theatre.
3. Tickets are sold subject to the Theatre's right to make any alterations to the programme or cast as a result of circumstances beyond its control.
4. If the performance or event has to be interrupted or abandoned no money will be refunded if more than half of it has taken place.
5. Tickets are not transferable. Patrons with tickets purchased from unauthorised sellers may be refused entry.
6. The Royal Opera House reserves the right to provide alternative seats to those specified on the ticket.
7. Latecomers will not be admitted to the Theatre until a suitable break or interval.
8. The use of cameras and recording equipment is strictly forbidden.
TERMS AND CONDITIONS OF EXCHANGE (TICKETS)
1. You may exchange your tickets for any other ROH production currently on sale with us up to three working days before your original scheduled performance, subject to availability.
2. All exchanges must be requested by telephone or in person, for tickets of the same value or higher.
3. All unwanted tickets must be returned to us no later than three working days prior to the performance.
4. We charge an administration fee of £2 per ticket exchanged.
5. All refunds will be made to the original purchaser of the tickets.
6. Tickets to productions by The Royal Ballet and The Royal Opera cannot be exchanged with tickets to productions by visiting companies.
TERMS AND CONDITIONS OF RE-SALE (TICKETS)
1. The Royal Opera House cannot guarantee the sale of any tickets returned to the Box Office regardless of ticket availability and/or demand.
2. Returned tickets will only be offered for re-sale with the authorisation of the original purchaser.
3. Returned tickets will only be made available for re-sale at the
management's discretion, providing that the original tickets are returned in good time prior to the performance.
4. Returned tickets are sold subject to customer demand and ONLY if there are no more tickets available in that part of the theatre or in that price band.
5. Returned tickets may be withdrawn from re-sale at any time at the original purchaser's request and/or at the management's discretion.
6. Any refunds will only be made to the original purchaser.
7. If returned tickets are successfully re-sold, a £2 fee per ticket re-sold will apply. This fee is charged to the original purchaser but does not apply to rehearsal tickets returned for possible re-sale.
8. All refund payments will be made using the original method of payment, where possible, upon the successful re-sale of the returned tickets. Otherwise, a refund cheque in pounds sterling will be issued; please allow up to 28 working days after the performance to receive a cheque.
9. Please be aware that there is always an implied risk that your tickets may not be re-sold. The Box Office sometimes receives returns from contractual obligations and other sources near the time of the performance. These tickets are always made available to purchase before tickets returned by individual patrons are offered for re-sale.
10. Please also note that 67 Day Seats are also usually offered from 10am on the day of the performance. These tickets and other lower-price returns might satisfy the demand of tickets before your tickets are offered for re-sale.
11. Programme Vouchers and Champagne Vouchers are exempt from all Conditions of Ticket Re-Sale and cannot be re-sold.
Terms and Conditions of Sale (Gift Certificates)
1. Certificates cannot be used in the ROH Bars and Restaurants, or the Gift Shop.
2. Certificates cannot be redeemed for cash in part or whole.
3. The Royal Opera House cannot be held responsible for delayed or lost post.
Terms and Conditions of Sale (Gift Vouchers sold previous to 15/05/2007)
1. Change will only be issued as a Royal Opera House Gift Certificate.
2. Where voucher redemption is made by telephone the tickets purchased will be reserved for three working days, pending physical receipt of vouchers, which must be returned to the Royal Opera House Box Office in order to complete the transaction (we advise to use a secure method of delivery, such as 'Special' or 'Recorded' delivery).
3. Gift Vouchers cannot be used for online payments.
Terms and Conditions of Sale (Backstage Tours)
1. Tickets cannot be refunded except on the cancellation or substantial alteration of the tour.
2. The Royal Opera House reserves the right to refuse admission to the backstage tour.
3. Tickets are sold subject to the Theatre's right to make any alterations to the programme or cast as a result of circumstances beyond its control.
4. If the tour has to be interrupted or abandoned no money will be refunded if more than half of it has taken place.
5. Timed tickets are not transferable. Patrons with tickets purchased from unauthorised sellers may be refused entry.
6. Fifteen minutes after the tour has started latecomers will not be admitted.
7. The use of cameras and recording equipment is strictly forbidden.
Exchange Policy (Packages)
To offer you a little more flexibility, we've made it easy to exchange up to two performance dates from a Total Opera or Total Ballet package, or one performance date from a Mini package. You can only exchange your ticket for another performance of the same production in the same booking period at the same price.
To offer you an exchange, we'll need to receive the original tickets at least three working days before the performance. If you return the tickets with less than three working days notice we can only offer to re-sell the tickets, and unfortunately we can't guarantee this. Exchanges are subject to availability and the usual Box Office conditions apply.
Terms and Conditions of Sale & Cancellation Policy (Restaurant and Bar Reservations)
1. For most performances the restaurants and bars open with the Royal Opera House 90 minutes before curtain up.
2. You will be contacted by the Searcy Restaurant Reservations team at the Royal Opera House to confirm dining times and with menus to pre-order if necessary.
Balconies Restaurant Paul Hamlyn Hall reservations
Pre-ordering is required, you will be contacted by Searcy Restaurant Reservations staff with menus. We will need your menu choices at least five working days in advance of your dining reservation.
Amphitheatre Restaurant reservations
Pre-ordering is not required for this restaurant.
For these two restaurants we recommend that you have first and main course pre-performance and dessert and coffee in the interval. For performances that have two intervals the meal can be spread throughout the course of your evening. For an enjoyable, relaxed evening we serve one course per interval which usually lasts 25 minutes. If you decide to dine only during the intervals, please come to the Amphitheatre Restaurant before the performance to place your food and drink order; this will ensure a speedy service during the interval. There is a two course minimum per person. Specific table requests are noted but not guaranteed. Tables are allocated depending on booking date and are subject to the restaurant managers discretion.
Crush Room
Pre-ordering is required, you will be contacted by Searcy Restaurant Reservations staff with menus. We will need your menu choices at least three working days in advance of your dining reservation.
Paul Hamlyn Hall and Amphitheatre Bar
Pre-ordering is required, you will be contacted by Searcy Restaurant Reservations staff with menus. We will need your menu choices at least two working days in advance of your dining reservation.
Cancellation policy:
Balconies Restaurant, Crush Room, Paul Hamlyn Hall and Amphitheatre Bar
Please note that all reservations are deemed to be provisional until we are in receipt of your pre-order. Making a reservation affirms your acceptance of the following policy: If you are forced to cancel, please give us 48 hours notice, otherwise the price of the meal and the drinks will be charged without refunding. Returning your tickets will not automatically cancel your restaurant reservation.
Amphitheatre Restaurant and Al Fresco dining
Cancellations must be made by House opening time on the day of your reservation (1.5 hours before curtain up) or a fee of £30 per person will be charged.
If you require any more information please do not hesitate to contact us:
Searcy Restaurant Reservations
Telephone +44 (0) 20 7212 9254 | Email searcys@roh.org.uk
Terms and Conditions of Sale & Refund Policy
(Royal Opera House Shop Merchandise Orders)
Delivery Schedule
Giftware products will be shipped within 7 working days.
Recordings will be shipped within 7 to 10 days.
If an item is out of stock we will notify you via email.
Tax Charges
For orders made from the UK or the European Union, 17.5% VAT is added (publications and children's clothing is VAT exempt). All other orders are VAT free.
Credit Card Security
All credit card numbers are encrypted in the software when the order is placed using 128 bit encryption. They are only decrypted after they reach our computer. They are not held in clear text on any web site.
Reaching Us
If you need to reach us, please email us at rohshop@roh.org.uk, alternatively, you can call between 10.00 - 19.30 (UK Time) Monday to Saturday on 020 7212 9331 (International +44 20 7212 9331), fax us on 020 7212 9256 or write to us at Royal Opera House, Covent Garden, London. WC2E 9DD.
Privacy Policy
The Royal Opera House does not disclose buyers information to third parties. Cookies are used on this site to keep track of the contents of your shopping cart once you have selected an item.
Returns Policy
We will be happy to exchange unused purchases from the ROH Shop returned in perfect condition with a valid receipt within 28 days. No refund except on faulty goods. We are unable to accept items that have been previously exchanged. This does not affect your statutory rights.