*********************** FULL TERMS AND CONDITIONS **************************

Booking Terms & Conditions

The Granville, Ramsgate

These Terms & Conditions apply to all ticket purchases and attendance at events at The Granville. By purchasing tickets or attending an event, you agree to the following:

1. About Us

“The Granville” is a theatre and live events venue based in Ramsgate, Kent.
For contact details, please see Section 20.

2. Booking & Payment

2.1 All tickets are sold subject to availability.
2.2 A contract is formed once full payment has been received and your booking is confirmed.
2.3 Payment must be made in full at the time of booking.
2.4 We reserve the right to cancel bookings suspected of being fraudulent.

3. Ticket Prices, Fees & Discounts

3.1 Ticket prices are set at the time of booking and may vary.
3.2 All prices include VAT where applicable.
3.3 A booking fee and/or transaction fee may apply and will be clearly displayed at checkout.
3.4 All fees are non-refundable except where required by law.
3.5 Discounts and concessions:

• Are subject to availability

• May be withdrawn at any time

• Cannot be applied retrospectively

• Only one offer applies per ticket unless stated

4. Ticket Delivery & Collection

4.1 E-tickets are the standard delivery method.
4.2 Customers are responsible for ensuring they can access their tickets before arrival.
4.3 Tickets may be printed for an additional fee of £2.50 per booking.
4.4 We do not post tickets.  

4.5 We are not responsible for tickets lost, stolen, or deleted after delivery.
4.6 Tickets may be held for collection at the Box Office at our discretion. Photo ID and the original payment card may be required.

5. Refunds, Exchanges & Resale

5.1 Tickets are non-refundable except where:

• An event is cancelled

• An event is rescheduled and you cannot attend

• There is a significant change to the event

5.2 Exchanges:

• May be offered for some productions (subject to availability)

• Must be requested at least 5 days before the performance

• May incur an administration fee

5.3 “Significant change” does not include:

• Changes to cast

• Use of understudies

• Minor changes to running times

5.4 Tickets must not be resold for commercial gain. We reserve the right to cancel any tickets suspected of unauthorised resale.

6. Event Changes, Cancellations & Rescheduling

6.1 We reserve the right to make changes to the programme where necessary.
6.2 If an event is cancelled or rescheduled, we will contact customers using the details provided. When tickets have been purchased by a third party (ticketing agent etc.), it is their responsibility to contact you.
6.3 It is the customer’s responsibility to ensure their contact details are up to date.
6.4 Refunds will be limited to the face value of the ticket (and booking fee where required by STAR guidelines).

7. Admission & Attendance

7.1 A valid ticket must be presented for entry.
7.2 Latecomers may not be admitted until a suitable break in the performance.
7.3 Re-admission may not be permitted.
7.4 We reserve the right to refuse admission or remove individuals where necessary for safety, security, or disruption.

8. Age Restrictions & Children

8.1 Age restrictions apply where stated at the time of booking.
8.2 Children must be supervised at all times.
8.3 Children may require their own ticket unless explicitly stated otherwise.
8.4 Babes in arms policies will vary by performance and will be communicated at booking.

9. Accessibility

9.1 We are committed to providing accessible services.
9.2 Customers with access requirements should inform us at the time of booking.
9.3 Availability of accessible seating and services is subject to capacity.

9.4 All access enquires can be made via this link: https://www.thegranvilletheatre.com/access

10. Behaviour, Safety & Security

10.1 Customers must behave respectfully towards staff, performers, and other audience members.
10.2 We may refuse entry or remove individuals who:

• Are abusive, disruptive, or intoxicated

• Refuse security checks

• Fail to follow staff instructions

10.3 No refunds will be given in these circumstances.

11. Prohibited Items & Recording

11.1 Photography, filming, and audio recording are not permitted unless authorised.
11.2 Mobile phones must be silenced during performances.
11.3 The following items are not permitted:

• Illegal substances

• Weapons or items that may cause harm

• Laser pointers

• Computer tablets

• External food or drink (unless permitted)

11.4 We reserve the right to conduct security searches.

12. Food & Drink

12.1 Only food and drink purchased on the premises may be consumed unless otherwise stated.
12.2 Please respect performers and other audience members when consuming refreshments.

13. Liability

13.1 Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence.
13.2 We are not liable for:

• Loss or damage to personal property

• Any indirect or consequential loss

13.3 Our liability is limited to the value of the ticket purchased.

14. Data Protection & Privacy

14.1 We process personal data in accordance with UK GDPR.
14.2 Your data will be used to:

• Process bookings

• Contact about your booking

• Improve our services

14.3 For full details, see our Privacy Policy

15. Marketing Preferences

15.1 You will only receive marketing communications where you have opted in.
15.2 You can unsubscribe at any time.

16. Third-Party Sales

16.1 Tickets purchased via third parties are subject to their terms.
16.2 We are not responsible for tickets purchased through unauthorised sellers.

17. Gift Vouchers & Credits

17.1 Gift vouchers are non-refundable and cannot be exchanged for cash.
17.2 Expiry dates will apply and be stated at the time of purchase.
17.3 Credit vouchers issued (e.g. for cancellations) will be valid for a stated period.

18. Force Majeure

18.1 We are not liable for failure to perform obligations due to events beyond our control, including but not limited to:

• Severe weather

• Government restrictions

• Industrial action

18.2 In such cases, we will offer remedies in line with industry guidance.

19. Changes to Terms

19.1 We may update these Terms & Conditions from time to time.
19.2 The latest version will always be available on our website.

20. Contact Details

The Granville Theatre
Ramsgate, Kent
Email: boxoffice@thegranvilletheatre.com
Phone: 01843 594 510
Website: www.thegranvilletheatre.com