By purchasing a ticket, on our website, over the counter, or on the telephone, you are agreeing to these terms and conditions.
COVID-19 updated terms and conditions (updated 5 November 2020)
Contact details of the individual who booked tickets will be passed to NHS Test and Trace should there be a case of COVID-19 at De Montfort Hall during your visit. We will pass the name and email or phone number only to Public Health England to assist with this process. If the person who booked the tickets is not accompanying the party attending, then one member of the party MUST scan the NHS Test and Trace QR code which is displayed at entrances to the building. It remains voluntary for other members of the party to scan the code, but we recommend it.
It is the responsibility of the person booking tickets to ensure that all members of the party are from one household or support bubble.
All other terms and conditions remain valid and are outlined below:
Refunds and exchanges
Tickets cannot be refunded or exchanged – except in the event of a cancelled performance. On occasion, tickets may be accepted for re-sale where a performance is sold out. An administration charge is applicable.
Ticket purchase and booking fees
It is the customer’s responsibility to check the accuracy of tickets at the time of purchase as any mistakes cannot be rectified after purchase.
All tickets are inclusive of all booking fees.
Where there is a limit on the number of tickets available to purchase per customer, if this limit is exceeded the transaction will be cancelled.
Mobile phones, photos and video recording
Audience members should turn mobile phones off or to silent and are not allowed to take any photos or videos during a performance.
Ticket holders consent to filming and sound recording as members of the audience, without payment. Filming may be for future broadcasts, security or health and safety reasons.
Tickets agents and re-selling
Tickets are only valid if purchased from official ticket agents, not through secondary ticketing websites. Tickets may not be re-sold for profit or commercial gain, this includes re-selling through secondary ticketing websites. Customers who have contravened these rules may be denied entry to the venue.
Damaged or lost tickets
An administration charge is applicable should lost or damaged tickets need to be reprinted. Reprints are not available in advance of the performance.
Safety and security checks
For the safety of all customers, security checks are in operation. Bags larger than an A4 sheet of paper are not allowed inside the auditorium and must be stored in the cloakroom.
Any items that are not permitted in the hall will be confiscated. Items not permitted include but are not limited to, metal bottles, cans, glass containers, weapons and illegal substances.
Management does not accept responsibility for the loss of or damage to any personal property or for any liability.
All under 14s must be accompanied by an adult, aged 18 or over. No under 14s are allowed in the standing area of the auditorium.
For most performances children under the age of two are permitted into the auditorium for free but must share a seat with an adult. This is at the discretion of the promoter so please check with box office. Children aged two or more must have their own ticket.
Booster seats are available on a first come first served basis.
To ensure all customers can enjoy a performance, parents or guardians may be asked to remove noisy or disruptive children.
It is the responsibility of the lead booker to check the suitability of performances for children. Some performances have age restrictions and guidance in place. Please see individual show pages for up to date information as refunds will not be given for this reason once purchased.
Latecomers may only be admitted at a suitable break in the performance and at some shows may not be permitted entry at all. Please arrive in plenty of time before the performance start time. Please note that it may not be possible to sit in your purchased seat if you arrive late to a performance.
Please note if the ticket states a doors time, this is the time at which the auditorium opens for access, not the start of the performance. Updated show times will be posted on the website as soon as they are available.
Admission and behaviour
The management reserves the right to refuse admission in reasonable circumstances and the right to remove any ticket holder from the venue, without refund, for behaviour which the management considers unacceptable.
Standing in seated areas
The management reserves the right to allow audience members to stand in seated areas of the auditorium, especially if encouraged to do so by performers.
Strobe, smoke and special effects
It is the responsibility of the customer to check if strobe, smoke, special effects and laser lights will be included before purchasing a ticket.
Food and drink
Only food and drink purchased at the hall may be consumed inside the venue or grounds, with the exception of food and drink required on medical grounds.
If a performance is cancelled, postponed or rescheduled, we will try to contact all customers, using information provided at the time of booking, and this information will be placed on our website. We cannot guarantee that customers will be informed before the performance date due to circumstances beyond our control.
It is the responsibility of the ticket holder to check before attending whether a performance or event has been cancelled or rescheduled. Management accept no responsibility for any additional costs (travel, accommodation etc.) incurred due to the cancellation.
Refunds for rescheduled or cancelled events
In the event of a performance cancellation, customers will receive a full refund to the method of payment. Unless otherwise specified by the promoter, tickets for rescheduled or postponed performances will be valid for the new date and should be retained. For customers who are unable to attend the revised date will need to request a refund at least 30 calendar days before the revised performance date or by an earlier date, which will be communicated to you, if specified by a promoter.
Changes to performances
On rare occasions it may be necessary to amend or make alterations to the published detail of the performance, including advertised performers, without being obliged to refund monies or exchange tickets.
On rare occasions, it may be necessary for a customer to be moved within the auditorium to alternative seats and management reserves the right to do so. Where possible, customers will be moved to a seat of equivalent value.
Ticket offers and discounts
Where offered by a promoter, offers are only applicable on full price tickets and only one discount can be given at a time. Offers are not available retrospectively and may be available for a limited time only.
Gift vouchers may only be exchanged, wholly or partly, for tickets at De Montfort Hall to the value indicated. The expiry date is printed on the voucher. Change will be given in gift vouchers when over the value of £1.
Gift vouchers can be exchanged; in person at our box office, by phone 0116 233 3111 or online, where the gift voucher amount must be equal to or less than the total transaction amount.
Gift vouchers are non-refundable and non-replaceable, whether lost, stolen, mislaid or damaged.
Updating customer data
Customers are responsible for making sure the contact details held by the hall are up to date, to enable the customer to be contacted in the event of any changes or updates to the event.
If customers experience a problem while at the venue or during a performance, this can include but is not limited to, the view from a seat or quality of performance, please bring it to the attention of the Front of House manager immediately. We regret we may not be able to offer refunds or exchanges retrospectively.
Accuracy of information
Information included on demontforthall.co.uk is correct at the time of publishing and every attempt is made to ensure its accuracy. Management reserves the right to change and update information at any time, without notice, and is not liable for any subsequent omissions.