Terms & Conditions
TICKETING TERMS
By purchasing tickets to Gloucester Guildhall (hence 'Guildhall'), you are accepting the following terms and conditions and agreeing to be bound by them, and to comply with all applicable laws and regulations. These terms do not affect your statutory rights. Please read the following terms carefully.
1. GENERAL
The purchase of a ticket regulates access to events named at the stated date and time. All attendees must show a valid ticket, either digital (e-ticket) or physical (home printed e-ticket or care of Box Office ticket), to gain access to Guildhall events.
You will need to create a customer account when purchasing tickets online, through the Guildhall ticketing site.
If purchasing tickets in person at Guildhall, you will need to provide your full name and email address at point of purchase to our team. This helps us manage any queries to do with your ticket purchase, and to properly track purchases within our system. Without an email address, we cannot issue you your e-ticket to access events.
You will receive your e-ticket via email, or by retrieving it from your customer account. Physical tickets may be printed by the Box Office, though restrictions apply.
We reserve the right to change advertised ticket prices according to demand at any time.
A 5% booking fee is applied to all advertised ticket prices. This fee is invested in the running of the Guildhall website and ticketing services, covering costs such as staffing, administration, technical services, and other activities to ensure our customers have the best possible experience when purchasing their tickets.
As of January 2025, you must not resell any tickets or use the tickets for advertising or for any other trading purposes.
You must not purchase more tickets than you require. If we reasonably believe a bulk purchase of tickets has been made for trading purposes, we reserve the right to cancel those tickets without notification.
We will not replace lost or stolen tickets. You can always access e-tickets through your customer account or request them reissued via the Box Office.
From January 2025, all tickets must be purchased directly online via the Guildhall ticketing site or in person via Gloucester Guildhall's Box Office, both powered by Gloucester City Council's ticketing platform, Ticketsolve, or from authorised third party sites where the promoter of an event is selling tickets for their event.
Only holders of valid tickets will be admitted to events at Guildhall. Fake or counterfeit tickets will be voided, and admission refused.
To reduce the effect of touts, resale of tickets is not permitted, other than in the event of a sell-out where the Box Office may manage resales. Should a show sell-out (defined by customers being added to the show's waiting list), we may consider allowing resale of returned customer tickets, at management’s discretion. In this case, the Box Office may be permitted to refund tickets and release them for sale to customers on the waiting list. All other resale is not permitted.
We do not bear any liability for tickets purchased via an unauthorised third party or tout. We will not issue refunds or exchanges for fake, counterfeit, or unauthorised third-party tickets.
We will allow admission for tickets purchased via authorised third parties including artist promoters. However, we do not bear any liability for tickets purchased via authorised third parties. You are bound by the terms of sale of that third party and any refunds or exchanges must be organised with the third party.
2. REFUNDS & EXCHANGES
Tickets cannot be refunded unless the event is cancelled.
If refunds are given, liability is limited to the value of the ticket price only. You will not be reimbursed for any additional fees, transport and accommodation costs, or other costs incurred by you in relation to the event.
Tickets may be exchanged from one performance of an event to another in the same run, where there are multiple performances in a run (e.g., tickets for a performance on a Saturday may be exchanged for equivalent tickets for a performance on the Sunday), where availability allows, though this must be done via Gloucester Guildhall's Box Office.
Exchanges for full price tickets to tickets that are temporarily listed for a lower price due to a promotion or offer are not permitted. Exchanges may only take place between equivalently priced tickets for a single event and not between different events.
Adult and Child tickets and other tickets of differing prices within a given pricing scheme are not exchangeable.
Fake, counterfeit, or unauthorised third-party tickets will not be considered for refund or exchange.
Guildhall will not exchange, or refund tickets purchased via an authorised third party. The terms of sale for these tickets are with the third party and any refunds or exchanges must be organised with third party.
3. CANCELLATION
Events may be cancelled due to the following conditions:
• Unavailability of large portions of the programme or artist(s).
• Unavailability of staff, where such unavailability may lead to the event being unsafe or the venue having to close.
2. In these circumstances a refund will be issued but liability is limited only to the value of the ticket price abover proceed.
• Where the event producers and venue staff agree that the event should no longe, as per the previous section on Refunds & Exchanges.
3. Events may be cancelled due to circumstances beyond the control of the producers and venue, including but not limited to:
• Extreme weather (including flood, drought, wildfire, extreme air pollution).
• Widespread loss of power and/or availability of safe drinking water.
• Major security incidents, where security services ask for the suspension of the event and/or closure of the venue.
4. In these circumstances, no refund will be issued, as liability does not sit with the producers.
FORCE MAJEURE
1. If a force majeure event gives rise to a failure or delay in us performing any obligation under these terms and conditions, that obligation will be suspended for the duration of the force majeure event.
2. If we become aware of a force majeure event which gives rise to, or which is likely to give rise to, any failure or delay in us performing any obligation under these terms and conditions, we shall:
• notify you promptly; and
• inform you of the period for which it is estimated that such failure or delay will continue.
3. If the performance of our obligations under these terms and conditions is affected by a force majeure event, we shall take reasonable steps to mitigate the effects of the force majeure event.
BUYING TICKETS
• Online - buy your tickets through the Gloucester Guildhall website.
• Phone - call 01452 503050 to buy via Gloucester Guildhall's Box Office.
• In Person - at Gloucester Guildhall's Box Office (23 Eastgate Street, Gloucester, GL1 1NS)
BOX OFFICE OPENING TIMES
• You can book online 24/7.
• If you need to speak to someone regarding your tickets, or to book through the Box Office, Gloucester Guildhall's Box Office is open weekly, Wed - Sat, 10:00 - 16:00.
TICKET TYPES
Ticket types vary across the Guildhall’s programme. Ticket types will be clearly explained on event webpages and on ticketing site pages and can be explained by Box Office staff when booking in person. All ticket types are bound by the terms above.
Common Ticket Types include but are not limited to:
Standard – this is a regular ticket that allows you access to an event. It is the core ticket type for most events.
Standard + Donation –This ticket type enables Guildhall to maintain the Open Concession ticket type. It includes a Standard ticket as well as an additional payment that used to maintain our accessible tickets.
Open Concession – to provide access at a lower price than the standard price. Customers do not need to prove why they need a reduced-price ticket when they choose this one.
Family – this ticket is a group ticket for four people where at least one is a child. It is designed to encourage family groups to attend events, and as such will be priced to provide approximately 10% off the lowest priced combination of four tickets (usually 3 child tickets, 1 adult ticket).
Adult and Child tickets: there is an adult and child variant for a ticket type and may be listed as their own ticket types.
• Adult tickets are for those aged 18 and above.
• Child tickets are for those aged 6-17. These must be booked by an appropriate adult.
By booking either Child ticket or any other ticket for a person aged 6-17, you are confirming that you are the carer, parent, legal or nominated guardian, or otherwise appropriate adult in relation to the young person whom you are buying for. These tickets must be booked by an appropriate adult.
Child ticket holders, or holders of other tickets for a person aged 6-17, must not be unaccompanied in the venue at any time.
Carer/Assistance tickets: we provide free tickets to those customers who require assistance or a carer to enable them to attend the event. These are not available online at present, though we are working to enable this. If you would like to book a Carer / Assistance ticket, please contact the Guildhall Box Office via phone at 01452 503050 or via email at guildhall.boxoffice@gloucester.gov.uk, so we may add you to our Access Register and ensure you can book the tickets you need.
Subject to additional payment on site for all ticket types: food and drink, merchandise.
DISCOUNTS
10% off Groups of 10: booking 10 tickets means you will receive 10% off all 10 tickets. These tickets must all be to the same event. To purchase for very large groups, please contact the Box Office on 01452 503050.
Discount Terms
1. The discounts listed above will only apply if you meet the required conditions for those discounts in your basket, so make sure you add all the tickets you wish to purchase, and all the days you wish to attend to your basket before you checkout. We cannot retrospectively apply discounts to your tickets if you buy in multiple transactions and the discounts have not applied originally.
2. The basket will automatically calculate the total discount based on what you have placed in your basket. Discounts are prioritised to give you the greatest possible discount for your selected basket of tickets.
3. Discounts do not stack.
4. We reserve the right to change or remove discounts at any time without any prior notice.
5. We reserve the right to introduce new discounts or promotional offers without offering those new discounts or promotional offers to existing ticket holders.
6. We reserve the right to re-price tickets without offering new prices to existing ticket holders.
7. Promo codes: In the lead up to an event, we may issue promo codes through partners, publications or via our own marketing materials. These codes will carry their own terms when issued. They cannot be retrospectively applied for existing ticket holders.
PRIVACY AND DATA
1. We respect your privacy and protect all personal information you provide when buying tickets.
2. We will only ever use the data you provide to deliver ticketing and event services and provide you with necessary information about the events you have purchased tickets for. We do not forward data or share access to our database with external entities, including third-party marketing providers.
3. We do not provide a guest checkout online.
4. Where you choose to opt into marketing communications, Gloucester Guildhall will keep you informed about upcoming events, relevant news and offers at the venue.
5. Gloucester Guildhall is brought to you by Gloucester City Council. Your personal data will be processed by and held securely in the Guildhall database, powered by Ticketsolve. Gloucester City Council is the Controller of the information we hold about you and as such makes the decision about how your information is used. The use of your data is covered by Gloucester City Council’s Privacy Policy. Read it here.
6. You have certain rights over the information we hold about you. If you've any queries on how your personal information may be handled, you can contact Gloucester City Council here.
GENERAL TERMS
1. By attending an event at Gloucester Guildhall, you and guests understand and agree to being filmed, photographed and/or recorded in relation to the venue and the event, and/or for security and safety reasons, including by the police. You understand and agree that photographs, audio/audio-visual recordings, films and other media produced as a result may be used by the event organisers for any purpose in any and all media at any time throughout the world (however, you may object by specific request to such use by emailing us here).
2. We do not take responsibility for any lost or damaged belongings.
3. We reserve the right to cancel or change a part of an event line-up, vary advertised timings, and otherwise make changes to an event, without providing refunds.
4. All food and drinks consumed at Gloucester Guildhall must be bought within the venue.
5. Unless otherwise indicated, all graphics, logos and commercial markings are registered trademarks. You may not use, copy, reproduce, republish, upload, post, transmit, distribute, or modify any Trademarks in any way, including in advertising or publicity pertaining to or distribution of materials, without prior written consent.
6. Event management reserve the right to make changes to these Terms & Conditions at any time without prior notice, though customers will only be bound by terms as stated at the time of their purchase. You will be asked to accept these terms at time of purchase.
7. Please email all suggestions, comments, and complaints here.
8. Some events include sound levels which may cause potential damage to hearing and/or strobe lighting. The venue will clearly mark these events at point of purchase and in the venue. You attend at your own risk.
9. Age guidance is not binding but advisory, except in the cases of BBFC classification and where an event is stated as 18+. Parents may choose to ignore stated age guidance, though the venue accepts no liability in this case. Where customers must be over 18 or specific ages specified by a film’s BBFC classification, we reserve the right to restrict admission to those without ID.
10. Stated doors times are not binding but advisory. Usually doors open 30 minutes ahead of the start time of an event.
11. For information on the venue’s cloakroom policy, click here.
ADMISSION
1. Right of admission reserved.
2. Security searches may be carried out and access to venue and admission may be refused unless you agree to a search.
3. We will refuse admission without a valid ticket. You need your ticket as it will be scanned on entry to an event in one of our spaces. You can login to your account on the Guildhall website or contact the Gloucester Guildhall Box Office to retrieve a booking and have your e-ticket reissued.
4. Fake or counterfeit tickets will be voided and admission refused.
5. We may require proof of age to match you to your upon admission. Please bring ID with you to events. Failure to provide ID when asked could result in you being asked to leave the event. We accept:
1. In-date provisional or full driver's licence.
2. A Proof of Age Standard Scheme Card (including the PASS hologram).
3. A valid in-date passport. We will not accept a photo or photocopy.
6. Latecomers may be refused admission or be admitted at a suitable point, depending on the nature of the event.
EXPECTED CUSTOMER BEHAVIOUR / CODE OF CONDUCT
We want Gloucester Guildhall to be safe and enjoyable for all. It is for everyone. This means we have a strict set of expected customer behaviours, and anyone who falls short will be ejected from the venue without refund.
1. We do not accept unauthorised access. Entry without a valid ticket is not permitted.
2. We do not tolerate anti-social behaviour.
3. We do not tolerate indecent behaviour, such as intentional damage of our property, engaging in sexual acts in public or public urination.
4. We do not tolerate abusive behaviour, use of insulting or offensive language or intentional use of threatening language targeted at an individual or a group.
5. We do not tolerate harassment, discrimination, theft.
6. We do not tolerate possession, consumption, or supply of illicit alcohol brought into the venue against our terms and conditions.
7. We do not tolerate possession or consumption of illegal substances either inside the venue, or its immediate vicinity.
8. We do not tolerate possession of offensive weapons.
9. Individuals who are non-compliant and respond negatively to instructions provided by staff will face ejection from the venue.
10. Prohibited items include: Fireworks, laser pens, flares, illicit drugs, or legal highs including nitrous oxide, Animals (with the exception of assistance dogs), Selfie sticks or gimbals, Glass, Glitter, Hi-Vis waistcoats or vests, Bicycles or scooters, Food & drink purchased outside of the venue (with the exception of baby food and drinks stored in reusable water bottles), Pens or Paint, anything that could be considered an offensive weapon or could cause danger or nuisance.
We reserve the right to restrict access if our security searches prove you are intending to or are already accessing the venue against our code of conduct. If need be, we can ask for police assistance, and you might face prosecution.
Page last updated: 2 Dec 2024