Terms and Conditions of Sale
1.Terms and Conditions of Sale
2.Terms and Conditions of Exchange
3.Terms and Conditions of Re-Sale
4.Terms and Conditions of Sale – Backstage Tours
5.Terms and Conditions of Sale – Lunchtime Concert
6.Terms and Conditions of Exchange – Packages
7.Terms and Conditions of Membership
1. TERMS AND CONDITIONS OF SALE
1.1. 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 shown below.
1.2 A change of cast shall not constitute a substantial alteration.
1.3. If you are collecting tickets from the Box Office please bring with you the credit card used for the transaction (plus a copy of the email booking confirmation for bookings made online). If you have selected concession seating you should additionally bring with you proof of concession. If the cardholder cannot be present when collecting tickets, please contact the box office at onlinebooking@roh.org.uk
1.4. The Royal Opera House reserves the right to refuse admission to the Theatre.
1.5. Tickets are sold subject to the Theatre’s right to make any alterations to the programme or cast.
1.6. 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.
1.7. Tickets are not transferable. Patrons with tickets purchased from unauthorised sellers may be refused entry.
1.8. The Royal Opera House reserves the right to provide alternative seats to those specified on the ticket.
1.9. Latecomers will not be admitted to the Theatre until a suitable break or interval.
1.10. The use of cameras and recording equipment is strictly forbidden.
1.11. The ROH or any permitted third parties may carry out general photography, audio and/or audio visual recordings in or about the venue. By purchasing Tickets you consent to you and your party being included in and to the exploitation of such photography or recordings without any payment to you or to your party.
2. TERMS AND CONDITIONS OF EXCHANGE
2.1. 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.
2.2. All exchanges must be requested by telephone or in person for tickets within the same price band or higher and are subject to availability.
2.3. All unwanted tickets must be returned to us no later than three working days prior to the performance.
2.4. We charge an administration fee of £2 per ticket exchanged.
2.5. All refunds will be made to the original purchaser of the tickets.
2.6. Tickets to productions by The Royal Ballet and The Royal Opera cannot be exchanged with tickets to productions by visiting companies.
3. TERMS AND CONDITIONS OF RE-SALE
3.1 All refund payments will be made to the credit or debit card with which the ticket(s) were purchased; where this is not possible or if the ticket(s) were not originally paid for by card, a refund cheque in pounds sterling will be issued. Successfully re-sold tickets will be refunded after the performance, usually within five working days. Please allow up to 28 working days to receive a cheque.
3.2 The Royal Opera House cannot guarantee the re-sale of any tickets returned to the Box Office regardless of ticket availability and/or demand.
3.3 Returned tickets will only be offered for re-sale with the authorization of the original purchaser.
3.4 Returned tickets will only be offered for re-sale at the management’s discretion, providing that the original tickets are returned in good time prior to the performance.
3.5 Returned tickets are sold subject to customer demand and ONLY if there are no more tickets available in that part of the theatre or on that price band.
3.6 Returned tickets may be withdrawn from re-sale at any time at the original purchaser’s request and/or at the management’s discretion.
3.7 Any refunds will only be made to the original purchaser.
3.8 If returned tickets are successfully re-sold, a £2 fee per ticket re-sold will apply. This fee is charged to the original purchaser.
3.9 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.
3.10 Please also note that 67 Day Tickets are also usually offered from 10am on the day of a performance. These tickets and other low-price returns might satisfy the demand for tickets before your tickets are offered for re-sale.
3.11 Programme Vouchers and Champagne Vouchers are exempt from all Conditions of Ticket Re-Sale and cannot be re-sold.
3.12 If your tickets have been partially or fully re-sold we will contact you, by e-mail where possible, within 28 days of the performance. If your tickets have not been re-sold we will still write to you, enclosing the original tickets. If you fail to hear from us within 28 days, please call the Box Office on +44 (0)20 7304 4000.
4. TERMS AND CONDITIONS OF SALE (BACKSTAGE TOURS)
4.1. Tickets cannot be refunded except on the cancellation or substantial alteration of the tour.
4.2. The Royal Opera House reserves the right to refuse admission to the backstage tour.
4.3. 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.
4.4. If the tour has to be interrupted or abandoned no money will be refunded if more than half of it has taken place.
4.5. Timed tickets are not transferable. Patrons with tickets purchased from unauthorised sellers may be refused entry.
4.6. Fifteen minutes after the tour has started latecomers will not be admitted.
4.7. The use of cameras and recording equipment is strictly forbidden.
5. TERMS AND CONDITIONS OF SALE (FREE MONDAY LUNCHTIME CONCERT)
5.1. A ticket does not guarantee entry.
5.2. Tickets may only be collected on the day of the concert.
5.3. Any tickets that remain uncollected 20 minutes before the performance will be distributed to the returns queue (if there is one).
5.4. Any places that remain empty due to latecomers (with or without a ticket) will be filled by members of the returns queue.
5.5. Any ticket holders arriving after the capacity has been reached will be refused entry.
5.6. The Royal Opera House reserves the right to change the cast and programme due to events beyond its control.
5.7. The Royal Opera House will make every effort to inform the patron should the concert be cancelled.
6. EXCHANGE POLICY (PACKAGES)
6.1. 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.
6.2. 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.
7. TERMS AND CONDITIONS OF MEMBERSHIP
7.1 The cost in each case is a non-refundable donation.
7.2 Friends membership lasts for 12 months.
7.3 Renewal information: Please note that your membership will run for 12 months and you will benefit from priority booking for four booking periods, but if your membership lapses, when you renew the membership it will run from the previous expiry date. We therefore recommend renewing your support in the designated month to ensure that you don’t miss the full benefits of priority booking.
7.4 Please be aware that tickets may only be re-sold or exchanged by the ROH Box Office.
7.5 If Friends sell tickets made available to them by virtue of their membership, in breach of the Terms and Conditions of Sale, ROH reserves the right to terminate their membership
7.6 You should receive your information pack within the next 7 days.
Box Office Information
You can contact the Box Office on +44(0)20 7304 4000 (Mon-Sat, 10am-8pm) or email onlinebooking@roh.org.uk
