Privacy Policy
SALE AND ALTRINCHAM MUSICAL THEATRE
PRIVACY POLICY
(update 17th November 2023)
OUR PRIVACY COMMITMENT TO YOU
This Privacy Policy explains how we will use personal information that you provide to us or we collect from you, for example, when you place an order for tickets via our website(s) or when you attend one of our venues. It also explains the ways in which we will protect your personal information and sets out your rights in respect of our processing of your personal information.
In respect of any personal information that we collect from you, the data controller (the company that is responsible for your privacy), is Sale and Altrincham Musical Theatre.
Note that you are required to be at least 18 years old to use our website(s) and services, and we do not intentionally collect personal information from anyone under 18. No-one under 18 should attempt to submit any personal information to us.
Please also read our Website Terms of Use and Cookie Policy which govern your use of our websites.
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WHO WE ARE AND WHAT WE DO
‘SAMT’, ‘SAMTY’, ‘samtheatre’, ‘SAM Theatre’, ’SAMT Youth’ (and ‘We’, ‘Our’, ‘Ours’ and ‘Us’) refers to Sale and Altrincham Musical Theatre, registered in England and Wales with company number CE033299 and with the Charities Commission for England and Wales with registration number 1204415. We are a charity based in SW Manchester who produce non-professional Musical Theatre and Dramatic productions throughout each performance season. As well as an adult company, we have a next-generation Youth section that performs age-appropriate productions too.
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HOW WE USE YOUR PERSONAL INFORMATION
What information will you collect from me?
When you use our website(s) or other services, we may collect and use your information in several different ways. The main reasons are:
• To perform the requested service or contract with you;
• To comply with our legal obligations
• For our legitimate business interests, which may include but not be limited to, provide information on our shows and services and analyse the use of our websites and services to continually improve your customer experience and our business: and
• You have provided consent for us to collect and process your personal information
Please note that if you choose not to share your personal information with us, or refuse certain contact permissions, we may not be able to provide you with some services that you have asked for.
How and when we collect your personal information
Generally, we collect your information when you decide to interact with us. This could include purchasing online, or when you sign up to receive emails from us. We also look at how our website(s) is used, so that we can offer the best possible experience.
We collect information in a number of ways, which are listed below:
• When you register or use our website(s);
• When you register to use SAMT-provided WIFI services in our venues;
• When you purchase/utilise a product or service on our website(s) or at one of our venues.
• When you download or install one of our apps;
• When you contact us by any means with queries, complaints etc.;
• When you engage with us on social media;
• When you enter any event, prize draws or competitions run by us;
• When completing any surveys that we send to you for research purposes or when we ask you to provide feedback or write a review (although you are under no obligation to complete these);
• When you fill in any forms. For example, if an accident happens in one of our venues, we may collect your personal data to create a report of this incident;
• When you visit our website(s). We may use cookies to help make the experience of using our website(s) better and to personalise the service you receive from us – this means we will remember your previous visits and track the pages on our website(s) that you visit. For more information please see our Cookie Policy;
• When you visit our venues, these usually have CCTV systems operated for the security of both customers and partners. These systems may record your image during your visit.
We may also receive information about you from:
• Independent organisations, for example other organisations that we have worked with. These independent organisations will only do so when there is a lawful basis to do so. You should check their privacy policies when you provide your information to them, to understand fully how they will process and safeguard your data;
• Publicly-available sources (such as Land Registry) when you have given your consent to share information or where the information is made public as a matter of law.
What Personal information we may collect
We will collect personal information that you submit to us when you make use of our website(s) or services and/or you contact us. This information may include, but not be limited to:-
• Your name and contact details
• Your date of Birth
• Information about your gender
• Your payment information
• Your contact history with us
• Purchase history
• CCTV Images
• Engagement details including your marketing preferences and feedback
How we use the Personal information that you provide us with
• Register you as a user of our website(s) or other services
• To take and fulfil your order for tickets
• To process your details in any of our prize draws or competitions which you enter, based on your consent given at the time of entering
• To contact you about any cancellations, amendments or additional information in respect of your ticket order, or any other services that we provide to you
• Tailoring your experience at an event or in our venues
• To take payments and provide refunds, where necessary
• Provide customer service and support
• To respond to your queries, refund requests and complaints
• Sending you information by email, SMS, social media, online advertising, push notification or post, about our products and services
• Showing you adverts online
• To provide WIFI services that you have registered for
• Fraud prevention and detection
• Train our staff
• To monitor customer experience and our overall own performance
• To contact you in order to invite you to review any of our services/products and/or performances in order for us to collect feedback, improve our services/products, and to use such reviews in our promotional material and media for our advertising and promotional purposes.
• When you visit our venues, these usually have CCTV systems operated for the security of both customers and partners. These systems may record your image during your visit.
Please note that if we discover any criminal activity or alleged criminal activity through our use of CCTV, fraud monitoring and suspicious transaction monitoring, we will process this data for the purposes of preventing or detecting unlawful acts. Our aim is to protect the individuals we interact with from criminal activities.
What about sensitive personal information?
In the course of providing our goods or services to you, we may collect information that could reveal your religious beliefs or information about your health. Information like this is considered “sensitive personal information” under data protection laws. We only collect this information where you have given your explicit consent, it is necessary, or you have deliberately made it public.
Examples of when we may collect this information could be in the following circumstances:
• If you request special assistance when visiting one of our venues or purchasing tickets, this could reveal information about your health (for example if you ask for a signed performance or require a wheelchair accessible seat).
• If you inform us about specific dietary requirements you may have, this could potentially indicate that you have specific religious beliefs.
When you provide us with any sensitive personal information, you explicitly agree that we may collect it and use it in accordance with this Privacy Policy.
If you do not allow us to process any of your sensitive personal information, this may mean that we are unable to provide all or part of the services that you have requested from us. Please be aware that in such circumstances, you may not be entitled to cancel or obtain a refund of any price that you have already paid.
Technical Information we collect from you
We automatically collect certain limited information about your device and your visits to our websites which may be considered personal information. This information may include the type of data set out below.
• Device data -the type of device or platform that you use to access our WIFI services, website(s), such as a computer or mobile device.
• Location data - Your use of our WIFI service, websites and services may generate geographical data, e.g. the location or time zone of a device, or an IP address which we may collect.
• Log data about your visit- Information about your unique visit to our website, such as URLs, your internet service providers, the number and timing of clicks to and from our website(s), which events you view, page response times, download errors, length of visit to our website pages, page interaction data (e.g. scrolling, clicks and mouse-overs), email engagement rates and activities and methods to browse away from the page.
How we use this Technical Information
• To administer our websites and for our own troubleshooting, analysis, testing, research and statistical purposes
• To improve and optimise our websites and the way content is presented
• Protect our websites and your online account
• To allow you to use interactive features of our websites
• Postcode data is collected and stored to improve our marketing communications to you
• To measure the effectiveness of advertising, and deliver relevant advertising which matches user interests and preferences
• To administer our WIFI service
Information we receive from other sources
Certain third parties may provide us with personal information about you. In each case, it is the third party’s responsibility to ensure that is has obtained your consent to share your personal information with us. Where possible, we will ask a third party to confirm that it has the right to pass this information to us.
Third party services
You may give us permission to access your personal information in other third-party services, e.g. you may link your account to Facebook or Instagram, which allows us to access content on these platforms.
How we use third party services data
• To improve and optimise our websites and the way content is presented
• To understand more about you
Our ticketing agents
We sometimes appoint third party ticketing agents to promote and sell our products on our behalf. Where you have purchased one of our products from an agent it will be necessary for the agent to pass your details on to us so that we can fulfil your order. To contact you about any cancellations, amendments or additional information in respect of your ticket order
Collation of Personal Information
We may collate different categories of information that we collect about you. Where this is the case, and where such collated data amounts to personal information, we will process this data in accordance with this Privacy Policy.
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SHARING YOUR INFORMATION
We will never sell, exchange or otherwise distribute your personal information to companies outside of our group for their own marketing activities without your consent except to the extent required by applicable laws and regulations, or as set out in this Privacy Policy.
However, we share your data with other companies as an essential part of being able to provide our services to you:
• The venue and event partner(s) in respect of any ticket booking you have made so that they can run the event and for other reasons described in their privacy policies. The name of the venue and/or event partner(s) will usually be stated when you purchase your tickets or it will be provided on your tickets. However, if this is not the case please contact us. For more information on how the venue and/or event partner(s) handle your personal information please consult their privacy policy;
• Our business partners, suppliers, agents and sub-contractors where necessary to fulfil data processing activities for the purposes listed in this policy on our behalf, for example third parties who provide services to us (e.g. payment processors, IT and back office systems, delivery companies, customer relationship management activities) or on our behalf (e.g. our ticketing partners); or
• Analytics providers, search engine providers and online / social advertising technology companies that assist us in our communications, the improvement of our websites and the services we provide.
Exceptional circumstances
We may also disclose your personal information to third parties if:
• We undergo a change of control or any of our business or assets are sold or transferred (in which case we may disclose your personal information to the buyer to enable them to continue providing services to you);
• We are under a duty to disclose or share your information to comply with any legal obligation (for example, a court order, NHS Test and Trace/Test and Protect); or
• We need to protect our rights, property, the safety of our website users/customers or to help prevent fraud or crime. This may include exchanging personal information with other companies and organisations for the purposes of fraud protection or with governmental and law enforcement authorities.
Anonymised and pseudonymised data
We may anonymise personal information so that you can no longer be identified from such information. We may also pseudonymise your personal information. This allows us to recognise where multiple behaviours are linked, without seeing any personally identifiable data.
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YOUR INFORMATION AND DIRECT MARKETING
Where you have consented or where we have a legitimate interest, we will use your personal information to contact you via email, SMS, social media, online advertising, or push notification (depending on any preferences notified to us) with relevant information about Sale and Altrincham Musical Theatre, our websites, our products, services, offers and events. Where you have asked to receive information about our corporate partners or sponsors, your personal information will be used by us to send this information to you.
How to stop electronic marketing messages
You can stop receiving electronic marketing messages (e.g. emails) from us at any time. You can do this:
• By clicking on the ‘unsubscribe’ link in any marketing email; or
• By submitting a request to info@samtheatre.co.uk
Once you do this, we will update your profile to ensure that you don’t receive any further electronic marketing messages. However, please note that it might take up to 14 days for our systems to be updated, so you might continue to receive messages from us whilst we process your request.
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THIRD PARTY LINKS
Our websites and communications with you may provide links to the websites of third parties. Please remember that when you use a link to go from one of our websites to another website, or you request a service from a third party, this Privacy Policy no longer applies.
Your browsing and interaction on any other website, or your dealings with any other third-party service provider, are subject to that website’s or third-party service provider’s own rules and policies.
We do not monitor, control, or endorse the privacy practices of any third parties.
We encourage you to become familiar with the privacy practices of every website that you visit or third-party service provider that you deal with, and to contact them if you have any questions about their respective privacy policies and practices.
This privacy policy applies solely to personal information collected by us through our websites and does not apply to these third-party websites and third-party service providers.
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KEEPING AND STORING YOUR INFORMATION
Retaining your personal information. We keep your personal information for as long as we require for the purposes for which it was collected (see above). Once the relevant purpose has been satisfied we will securely delete or anonymise your personal information unless we are required to retain a copy of such information under applicable law.
Where we store your personal information. All personal information that you provide is stored on our secure file servers or within the secure servers of our third-party Website host who provide our ticketing and membership services.
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HOW WE PROTECT YOUR PERSONAL INFORMATION
We are committed to keeping your personal information secure. We take appropriate technical and organisational measures to ensure the security of all personal information we hold (and endeavour to only work with third parties who provide equivalent protections) in accordance with industry best practices (for example, if you provide us with your credit card information, the information is encrypted to ensure its security). However, please note that there are inherent security implications of disclosing personal information online for which we cannot be held responsible.
Account details. You are responsible for keeping the log in details and password in respect of any account you hold with us confidential at all times.
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WHAT ARE YOUR RIGHTS OVER YOUR PERSONAL INFORMATION
You have rights in relation to the personal information we hold about you, and have the right to:
• A copy of your personal information which we hold about you;
• Request that we correct any personal information that is inaccurate or out of date;
• Withdraw your consent to processing at any time if we have relied on your consent to process your personal information;
• Request in certain circumstances that your personal information is removed from our systems where it is no longer necessary for us to hold your personal information;
• Request in certain circumstances that we transmit your personal information that we hold elsewhere (known as “data portability”);
• Object to us processing your personal information. In this instance, we will stop processing your personal information if we are relying on it for our own or someone else’s legitimate interests, processing it for direct marketing or processing it for research (unless such processing is necessary for the performance of a task carried out in the public interest);
• Restrict the processing of your personal information, if you contest the accuracy of the personal information that we hold about you. This means we must stop any processing activities until we have verified the accuracy of the personal information, or we no longer need your personal information; and
• Contact us directly and be given an explanation about any automated decision-making and profiling that produces a legal (or similarly significant) effect on you.
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CHANGES TO HOW WE PROTECT YOUR PRIVACY
To ensure that you continue to be aware of how we use your personal information, we will update this privacy policy from time to time to reflect any changes to our use of your personal information. We may also make changes as required to comply with changes in applicable law or regulatory requirements.
If we make significant changes this Privacy Policy, we will make that clear the next time you access our website or notify you by some other means of contact such as email, so that you are able to review the changes before you continue to use our website and/or services. However, we encourage you to review this privacy notice periodically to be informed of how SAMT uses your personal information
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HOW WE USE COOKIES ON OUR WEBSITES
We use cookies on our website. For more information on cookies, please see our Cookie Policy to find out more about the cookies we use and how to manage and delete cookies.
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CONTACT US
If you have any questions about this Privacy Policy, or you want to exercise your rights, please get in touch with us by:
• Using the contact pages at https://www.samtheatre.co.uk
• By email to info@samtheatre.co.uk
If you have a concern or wish to make a complaint about any aspect of our privacy practices, including the way we’ve handled your personal information, you can report it to the UK Information Commissioner’s Office (“ICO”). You can find details about how to do this on the ICO website at https://ico.org.uk/concerns/ or by calling their helpline on 0303 123 1113.
Cookie Policy
SALE AND ALTRINCHAM MUSICAL THEATRE
COOKIE POLICY
(update 17th November 2023)
Please read this Cookie Policy carefully before you start to use our website www.samtheatre.co.uk (or any other website operated by us on which a link to this Policy is found). By continuing to use one of our websites you agree to our use of cookies as set out in this Policy.
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What is the purpose of this Cookie Policy?
1.1 This Cookie Policy explains how Sale and Altrincham Musical Theatre ‘SAMT’, ‘SAMTY’, ‘samtheatre’, ‘SAM Theatre’, ’SAMT Youth’ ,“we”, “our”, or “us”) uses cookies on www.samtheatre.co.uk, our mobile app and any other website operated by us on which a link to this Cookie Policy is found (together the “websites”). In short, we use cookies to provide you with a good experience when you browse our websites and to improve the performance of our websites for all our users.
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What are cookies?
2.1 A cookie is a small file consisting of letters and numbers which (subject to your agreement) is installed on your browser or your device when you visit our websites. Cookies do not collect data, instead they contain information that is stored on your browser or your device that act as unique identifiers or information caches which are used to remember your previous activity on a website.
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How do we use cookies?
3.1 We use cookies to distinguish you from other users of our websites and to remember your user preferences, settings or previous activity. This enables us to provide you with an improved and more personalised browsing experience. For example, we use cookies to keep track of the tickets or other theatre related products that you have purchased from us, to store delivery addresses if you save multiple addresses in the “address book” function, and to store your details if you select the “remember me” option when purchasing products. This allows us to optimise your individual browsing experience. We also use cookies to analyse how our websites perform so that we can improve the functionality of our websites.
3.2 You may see a message the first time you access one of our websites which describes the types of cookies we use and what information those cookies might collect. We may also use banners and pop-ups from time to time to give you options around cookie use.
3.3 We use the following cookies:
a) Strictly necessary cookies. These are cookies that are required for the operation of our websites. They include, for example, cookies that enable you to log into secure areas of our websites or access your “Shopping Basket”.
b) Analytical/performance cookies. These cookies allow us to recognise and count the number of visitors to our websites and to see how visitors move around our websites. This helps us to improve the way our websites work, for example, by ensuring that users are finding what they are looking for easily.
c) Functionality cookies. These cookies are used to recognise you when you return to one of our websites. This enables us to personalise our content for you and remember your preferences.
d) Targeting cookies. These cookies record your visit(s) to our websites, the pages you have viewed and the links you have followed. We may use this information to make our websites more relevant to your interests. We may also share this information with third parties for this purpose (but only to the extent that this complies with our Privacy Policy).
3.4 Our websites may act as a platform for third parties (including advertisers and providers of external web-related services like web traffic analysis providers) to set their own cookies to collect information about certain advertising methods and user preferences. These cookies are likely to be analytical/performance cookies or targeting cookies (for more information, see the description of these types of cookies above). We do not control or accept any liability for the installation of cookies by third-parties and if you require further information about these you should consult the relevant third party’s cookie policy.
3.5 You can find out more about the individual cookies and the purposes for which we use them below. You can also find out more information about cookies generally at www.allaboutcookies.org.
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How can you disable cookies?
4.1 You can manage cookie use (including choosing to reject some or all cookies) by adjusting the settings for your browser or device. Note that if you block some or all cookies (including essential cookies) you may not be able to access, use, or enjoy the full functionality of our websites. You can delete cookies which already exist using the settings on your browser and/or device (again, this may interfere with your use of our websites and adversely affect your browsing experience).
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What about amendments to this Cookie Policy?
5.1 We may amend this Cookie Policy at any time without notice. Any changes to our Cookie Policy will be posted on this page and you may also be notified electronically. Please revisit this page from time to time to review any amendments or revisions, as your continued use of our websites confirms your acceptance of the version of the Cookie Policy then in force. If you do not agree to any changes that we make, you should not use or access our websites.
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How can you contact us?
6.1 You can contact us by emailing info@samtheatre.co.uk
Terms and Conditions of Sale
SALE AND ALTRINCHAM MUSICAL THEATRE
TERMS AND CONDITIONS
(update 17th November 2023)
DEFINITIONS AND INTERPRETATION
‘SAMT’, ‘SAMTY’, ‘samtheatre’, ‘SAM Theatre’, ’SAMT Youth’ (and ‘We’, ‘Our’, ‘Ours’ and ‘Us’) refers to Sale and Altrincham Musical Theatre, registered in England and Wales with company number CE033299 and with the Charities Commission for England and Wales with registration number 1204415, and are the Trader for the purposes of The Consumer Rights Act 2015.
‘Event’ means an entertainment event including, without limitation, a concert, exhibition, 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 if different from Us.
‘Site’ means www.samtheatre.co.uk
‘Terms and Conditions’ means these terms and conditions
‘Tickets’ 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 us or the Event Partner(s).
‘Venue’ means any facilities or locations of any nature where the Event is being held.
‘Voucher(s)’ means any Gift voucher you purchase from Us.
‘You’ means you or anybody who in Our reasonable opinion is acting with your authority or permission. ‘Your’ shall be read accordingly.
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CONTRACT AND INCORPORATION OF TERMS
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 any 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 the terms in relation to Venue or Promoter requirements, those of the Promoter shall prevail. If no Promoter, those of the Venue shall prevail.
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TICKET PURCHASING
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 at the time of 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 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. If an e-Ticket is reissued only the most recent version will be valid, previous tickets will be void and entry to the venue may not be permitted.
2.4 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.
2.5 Where a concession is claimed, proof of identity and concession entitlement (for example of age or student status) may be required.
2.6 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.
2.7 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.
2.8 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.
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PRICE AND PAYMENT
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) but exclusive of any per transaction, collection or delivery fee.
3.2 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.
3.3 All concessions and discounts are subject to availability, they may be restricted to certain price levels and performances and can be withdrawn by SAMT without notice
3.4 Only one concession or discount is available per ticket.
3.5 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 or other SAMT operated system.
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TICKET DELIVERY AND USAGE
4.1 E-Tickets will only be delivered to the email address provided at the time of booking.
4.2 E Tickets will be issued within 1 working day unless otherwise stated in your confirmation email.
4.3 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 email of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary.
4.4 If you are collecting Your Ticket(s) from the Venue box office, you must have an acknowledgement of order sent by us to you by email
4.5 Your e Ticket must be printed or presented on a mobile or tablet device. If printed, your e Ticket 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 e Ticket may prevent your admittance to the Event. SAMT is not responsible for any inconvenience caused by unauthorised duplication. If unauthorised duplicates appear, SAMT reserves the right to refuse entry to all Ticket holders and may credit the original purchaser the face value, which will constitute full remuneration. Any duplicate Ticket issued by SAMT, will render the original e Ticket null and void.
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CHANGES TO EVENT
5.1 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 may request a refund in accordance with clause 7.
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CANCELLED/RE-SCHEDULED EVENTS
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.
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REFUNDS/EXCHANGES
7.1 If you are unable to attend an Event at a Venue managed by us, we can offer to exchange your tickets to another performance of the same show, within its current run at the same Venue, subject to availability. Exchanges are not possible for Events with only one performance. In order to obtain an exchange you must contact us at least 48 hours before the Event. Ticket(s) can be exchanged for a seat of the same value or higher upon payment of the difference in value. 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.
7.2 Except where we offer an applicable Ticket exchange or resale facility, Ticket(s) cannot be exchanged, cancelled or refunded after purchase (except pursuant to clause 6).
7.3 Where an Event is cancelled or rescheduled (subject to clause 6 and this clause) by the Venue or Promoter, where an Event is cancelled or rescheduled due to circumstances beyond our control, or where there is a material change to the programme of the Event, You may request 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 our reasonable opinion, makes the Event materially different to the Event that purchasers of the Ticket, taken generally, could reasonably expect. A change of cast or 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. The refund for Ticket(s) equals the price paid by you to us for such Ticket, including any applicable fees
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 Competition and Markets Authority.
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LIABILITY
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 our Terms and Conditions, 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 any applicable fees.
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 these 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
AFTER SALES CARE & COMPLAINTS
9.1 Should you have any queries or complaints relating to your ticket purchase please contact our customer service by sending an email to boxoffice@samtheatre.co.uk . We will acknowledge all customer correspondence within 24 hours.
10
USE OF DETAILS AND DATA PROTECTION
10.1 See the SAMT Privacy Policy.
11
RESALE OF TICKETS
11.1 Tickets you purchase are for you and your Party’s personal, non-commercial use and must not be resold for profit. You must not purchase and/or resell your Tickets
i. with the intention of reselling your Tickets for profit or
ii. on behalf of a business, or
iii. as a trader acting in the course of business.
If we discover or have reason to suspect that you have purchased and intend to resell, or have sold Tickets in breach of this Clause, we reserve the right to cancel your Tickets without notice and will refund you the price paid by you to us for such Ticket, including any applicable fees
11.2 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
VOID TICKETS
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.
13
RESTRICTIONS
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
CONDITIONS OF ADMISSION AND ATTENDANCE
14.1 The management of the Venue reserves the right to refuse Ticket holder’s admission to the Venue in reasonable circumstances including for health and safety, licensing reasons or where a Ticket is void.
14.2 The management of the Venue also reserves the right to request that Ticket holders leave the Venue at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the Venue may remove a Ticket holder who:
i. has behaved in the Venue in a manner which, in the reasonable opinion of the Venue has, or is likely to affect the enjoyment of other visitors; or
ii. uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or
iii. in the reasonable opinion of the Venue is under the influence of drugs or has consumed an excessive amount of alcohol; or
iv. fails, when required, to produce proof of identity or age; or
v. obstructs gangways, access-ways, exits, entrances or staircases, congregates in non-designated areas or seeks entry to stands or seats for which he/she does not hold a Ticket.
14.3 You must comply with instructions and directions given by Venue staff and stewards.
14.4 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.
14.5 No Children under 5 will be admitted to the Venue except where it is specifically stated at the time of booking that the event is suitable for under 5s. Babes in arms (children under 18 months unless otherwise stated at the time of booking and on the ticket) will only be admitted to performances that are specifically aimed for them (pantomimes and shows permitting under 5s only). Where babes in arms are permitted they shall be admitted free of charge. If any other age restrictions apply for a particular performance this will be stated on the relevant production page of our website.
14.6 Children (ages 18 months to 15 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.
14.7 Children (ages 15 years and under) must be supervised at all times. Supervision of children shall be by not less than 1 adult (aged 18 years or over) per 10 children and the supervising adult must sit next to the child/ren. The Management reserves the right to ask parents / supervisors to remove children if, in the opinion of the Management, they are causing a disturbance.
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15
RESTRICTIONS AND PROHIBITIONS
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).
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 material's.
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:
i. animals (with the exception of assistance dogs);
ii. laser pens, fireworks, flares, smoke bombs
iii. Your own food and drink (unless permitted by the Venue);
iv. bottles, cans or glass containers (unless permitted by the Venue);
v. any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives)
vi. 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.
15.10 The Event Partner(s) and Venue will not be liable for any loss, theft or damage to confiscated items. Confiscated items which are not collected within 24 hours will be considered a gift to the Venue and disposed of by the Venue in their sole discretion.
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16
VOUCHERS
16.1 These Terms and Conditions shall be applicable to Gift 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 Gift Vouchers.
16.2 Our contract for the purchase of Gift Vouchers is formed as soon as we have processed your payment and, will expire within 24 months. SAMT Gift Vouchers are valid for 24 months and must be used within such time periods as they cannot be extended.
16.3 We will deliver your Gift Vouchers by email in the form of a digital code. Gift Vouchers are non-refundable.
16.4 You have the right to cancel your purchase of Gift Voucher(s) within 14 days of purchase. If you do cancel your Gift Voucher(s) within such 14 day period, You will receive a full refund and the digital voucher code will be voided. SAMT shall be entitled to deduct from such refund the amount of the Gift Voucher used or redeemed prior to the cancellation date. For the avoidance of doubt, if the entire Gift Voucher has been used or redeemed you will not receive a refund. If you do want to cancel and you are eligible to do so, you should contact SAMT by email at this address - boxoffice@samtheatre.co.uk .
17
RETAIL OFFERS
17.1 SAMT 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.
18
HEALTH AND SAFETY
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 effects.
19
DISPUTE RESOLUTION
19.1 Any complaints about a Ticket 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 72 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 and you are not satisfied with our final response, you may attempt to settle it through alternative channels
20
WAIVER
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
ASSIGNMENT
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
SEVERABILITY
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
THIRD PARTIES
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 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
EVENTS BEYOND OUR REASONABLE CONTROL (FORCE MAJEURE)
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.
25
AMENDMENTS AND VARIATIONS
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 very thing that you consider has been agreed. If they do not then you should contact SAMT and speak to a trustee of the Charity (please contact boxoffice@samtheatre.co.uk). 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
NO PARTNERSHIP OR AGENCY
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
ENTIRE AGREEMENT
27.1 These Terms and Conditions and the terms and conditions of the Venue and the Promoter and any specially agreed terms constitute the entire agreement between us in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between us. Each of us agrees that we have 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
GOVERNING LAW AND JURISDICTION
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.