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
8. Terms and Conditions of Sale – Digital Content
9. Terms and Conditions of Sale – Access Membership
10. Terms and Conditions of Sale – Host Venues
11. Terms and Conditions – #ThanksToYou Offer
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 refer to the instructions on our tickets page.
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. Any unwanted tickets may be returned to us in accordance with the provisions set out below. The ROH will blacklist any buyer if the buyer resells or offers for re-sale any ticket through a secondary ticketing facility as defined in the Consumer Rights Act 2015.
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 unless there is a suitable break or interval.
1.10. Children aged 5–14 must have their own ticket and must be seated next to an accompanying adult. Children aged 0–4 will not be admitted to the auditoriums unless otherwise advertised.
1.11. The use of cameras and recording equipment is strictly forbidden.
1.12. Ticket holders acknowledge that the ROH and authorized third parties may record video and/or audio throughout the Royal Opera House, Covent Garden including without limitation in connection with the ticketed event. Ticket holders give their express consent to the use of their actual or simulated likeness in connection with the production, exhibition, advertising or exploitation of any film, video and/or audio recording of and/or in connection with the ticketed event or otherwise at the Royal Opera House, Covent Garden in any/all media throughout the world. Ticket holders further agree to being filmed by police or security staff for security and crime prevention purposes.
2. TERMS AND CONDITIONS OF EXCHANGE
2.1. You may exchange your tickets for any other ROH production currently on general sale with us up to three working days before your original scheduled performance, subject to availability. We cannot offer exchanges for Friday Rush tickets.
2.2. All exchanges must be requested by telephone or in person, after the production is open for general sale, for tickets within the same price band or higher, and are subject to availability. Please note that Friends of Covent Garden benefit from priority telephone exchange.
2.3. All exchanges must be requested by telephone or in person no later than three working days prior to the performance.
2.4. We charge an administration fee of £4 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 will be issued in form of a Royal Opera House Gift Certificate. Successfully re-sold tickets will be refunded after the performance, usually within five working days.
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 resale at the management's discretion. The original purchaser may place tickets for resale by sending an email (including Order Number and ticket details) to BoxOffice@roh.org.uk no later than two hours prior to the start of the performance. In person the original purchaser may place tickets for resale at the Box Office no later than 30 minutes prior to the start of 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. To reclaim or track the status an existing re-sale, please telephone the Box Office on +44 (0)20 7304 4000.
3.7. Any refunds will only be made to the original purchaser.
3.8. If returned tickets are successfully re-sold, a £4 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. To reclaim or track the status an existing re-sale, please telephone the Box Office on +44 (0)20 7304 4000.
3.10. Please also note that 49 Friday Rush tickets are also usually offered for each performance, at 1pm on the Friday before the performance. These tickets and other low-price returns might satisfy the demand for tickets before your tickets are offered for re-sale.
3.11. You may return for refund any unused vouchers associated with your returned tickets not later than two hours (via email) and not later than 30 minutes (in person) prior to the start of the performance.
3.12. If your ticket(s) has been re-sold, we will contact you after the performance, by e-mail where possible. If your ticket(s) has not been re-sold we will send you an email confirmation. If you fail to hear from us within 28 days following the performance, please call the Box Office on +44 (0)20 7304 4000.
4. TERMS AND CONDITIONS OF SALE – 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 – 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. You can exchange up to two dates from a Total Opera or a Total Ballet package, or one date from a Mini, Design Your Own and Family package. You can only exchange your tickets 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.
8. TERMS AND CONDITIONS OF SALE – DIGITAL CONTENT
8.1. The Royal Opera House offers for sale on its website an application including digitised versions of audio and/or video recordings (‘Digital Content’), and information related to such recordings, editorials, and other content (together the ‘Digital Programme’).
8.2. The Digital Programme will be available from within your Royal Opera House account.
8.3. All Digital Content within the Digital Programme is owned or controlled by the Royal Opera House, our group companies or our licensors and is protected by intellectual property rights.
8.4. Without prejudice to clause 3, the Royal Opera House asserts its copyright and all other similar intellectual property rights in respect of editorial content featured within the Digital Programme.
8.5. You represent, warrant, and agree that you will use the Digital Programme (including the Digital Content) only for your personal, non-commercial use in accordance with these terms of sale.
8.6. You represent, warrant, and agree that you will not redistribute, transmit, assign, sell, broadcast, rent, share, lend, modify, adapt, edit, sub-license or transfer the Digital Programme, in whole or in part (including the Digital Content), in any manner other than explicitly described in these terms of sale. These terms do not grant to you any rights in relation to the synchronisation, public performance, promotional use, commercial sale, resale, reproduction, distribution or commercial exploitation of the Digital Programme, in whole or in part (including the Digital Content).
8.7. Please note that the Royal Opera House will not accept returns of the Digital Programme. You bear all risk of loss after purchase and for any loss of the Digital Programme, in whole or in part (including the Digital Content), including any loss due to a computer or hard drive crash. We may, from time to time, remove or change the Digital Programme without notice.
8.8. The Royal Opera House takes great care in providing the Digital Programme. In the unlikely event of faults within the Digital Programme, please call the Box Office on +44 (0)20 7304 4000. We will endeavour to remedy any such fault if possible, or if there are continuing issues with the Digital Programme we may, at the sole discretion of the Royal Opera House, provide a refund. In order to qualify for remedial action or refund under this clause 8 you must notify us of any faults within a reasonable period of time of purchase of the Digital Programme.
9. TERMS AND CONDITIONS – ACCESS MEMBERSHIP
9.1. All the Terms and Conditions of Sale set out above apply to Access Member tickets.
9.2. In addition, Access Member ticket holders agree to comply with the Terms and Conditions set out in the Access Membership registration form and acknowledge that the Royal Opera House reserves the right to cancel and refund any discounted or complimentary tickets that contravene our discount/complimentary ticket booking policies.
10. TERMS AND CONDITIONS OF RE-SALE – HOST VENUES
10.1. For external events (i.e. where a ROH production is performed away from the ROH venue), returned tickets will only be offered for re-sale at the management’s discretion and will not be available for sale once ROH ticket sales close (at least 24 hours before the performance).
11. TERMS AND CONDITIONS: #ThanksToYou Offer
11.1 The offer is valid from Monday 3 December to Sunday 9 December 2018
11.2 The Royal Opera House offers one free 'millionaire’s shortbread' with every tea and coffee purchased in the Royal Opera House café only on presentation of a valid, live National Lottery ticket.
11.3 The Royal Opera House offers a 10% discount in the Royal Opera House Shop only on presentation of a valid, live National Lottery ticket.
Box Office Information
You can contact the Box Office on +44(0)20 7304 4000 (Mon–Sat, 10am–8pm) or email firstname.lastname@example.org