Terms and Conditions

By accepting your order you are agreeing to Alexandra Palace’s T&Cs outlined below.

All of these terms and conditions are governed by English Law.

By placing your order you affirm that all details you provide to Alexandra Palace for the purpose of booking, ordering or purchasing goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the ticket or service. If there are any changes to the details supplied by you it is your responsibility to inform us.

THEATRE

Refunds/Exchanges/Resales

  • Tickets are non-refundable except when an event is cancelled.

Cancellations

  • It is your responsibility to check that the Event has not been cancelled, rescheduled or made the subject of a Material Alternation. Information on such matters will be made available on behalf of the Organiser as soon as reasonably practicable on the website and/or at the Venue. Customers are advised that the website cannot always be updated immediately and that circumstances giving rise to cancellation, postponement or Material Alterations can sometimes arise at late notice or immediately prior to an Event.
  • If a show/performance is rescheduled ticket holders will be offered an equivalent value ticket of their original purchase for the new dates. If you cannot make the new dates, ticket holders will be entitled to a refund/credit note for the face value of the tickets. Refunds requests must submitted up to 48 hrs before the rescheduled performance. We regret that refund requests submitted after this date cannot be honoured.
  • In the event of a performance being cancelled we will offer all bookers the option of a full refund.

Exchanges

  • If you are unable to attend a performance tickets may be exchanged for another performance of the same event (subject to availability) up to 7 days prior to the performance subject to a fee. The option to exchange would only apply to events with 4+ performances and issued at our digression.
  • Tickets are non-transferable to other events.
  • If the performance you are changing to is of a higher value you will either have to pay the exchange fee or difference in price (whatever is the higher value).
  • If the performance you are changing to is of a lower value you will lose the difference in price.
  • Your original ticket(s) will be voided / must be returned to Box Office at Alexandra Palace 7 days prior to the performance.
  • Exchanges are not always possible and are subject to availability.

Resales

  • If a performance is sold out we may be able to offer to resell your ticket(s) subject to a fee.
  • If your tickets are successfully resold the face value of the ticket less fee(s) will be issued to a credit account. We do not offer cash/card refunds on resales.
  • We cannot guarantee the successful resale of any returned ticket(s).
  • Tickets purchased or reserved for our shows cannot be resold for profit or commercial gain. Tickets will be voided and the ticket holder may be refused entry to or removed from the theatre.
  • Resale through third party sites is not permitted. Tickets bought from unauthorised sources will not be valid and admission to the event will not be permitted.
  • Resales may not always be possible and issued at our discretion.

Fees

  • We charge a £1.50 levy on all our theatre tickets which goes towards the upkeep and restoration of the building.
  • Booking fees (10%) may also be included in the cost of tickets which contribute towards the running of events and administration costs.
  • Ticket prices advertised include these fees.

Ticket collection

  • Tickets will be e-mailed at the time of booking. To limit paper use your tickets can be scanned direct from your phone on arrival. If you have not received these within 2hs of booking please contact our visitor services on 020 8365 4343 or online at alexandrapalace.com
  • If you lose your ticket or do not have means to download your e-ticket, paper tickets can be arranged for collection from the box office subject to a fee. You will be asked to provide the card which you made the payment with and valid photo ID.
  • Reprints can only be issued on the evening of the performance from the Box Office.
  • If you have bought your tickets through an agency e.g. See Tickets, Ticketmaster or any other, you will need to contact them regarding their reprint policy.

Making a purchase

  • Please check the date and time of your booking(s) carefully as mistakes cannot always be rectified.
  • Alexandra Palace reserves the right to alter or vary the advertised programme, including cast, running times, and such other matters without prior notice or without being obliged to refund monies or change tickets.
  • Occasionally it may be necessary to change seat allocation. We reserve the right to move customers to seats of the same or greater value without prior notification or obligation to refund monies or exchange tickets.
  • All tickets, merchandise and other items available to purchase through our website are subject to availability. We reserve the right to change or limit the number of tickets available for sale at any time.

Ticket offers

  • Ticket prices may be subject to change at any time. Always check for the most up to date prices with our Visitor Services Team on 020 8365 4343 or online at alexandrapalace.com
  • Occasionally we may offer tickets at prices other than those first advertised. It’s not possible to include tickets already purchased in any future offer.
  • Offers, discounts and concessions cannot be used conjunction with each other unless otherwise stated. As part of our audience development programme we reserve the right to introduce and withdraw ticket discounts and offers at any time.

Event suitability

  • We do not admit children under the age of 14yrs into our theatre for seated performances unless it is specifically a Children & Family event specified by the venue. Refunds will not be given.
  • Children under the age of 16yrs are not permitted into standing performances. Refunds will not be given.
  • For Children & Family events, for reasons of Safeguarding all children aged 14 and under must be accompanied by a responsible adult (aged 21+) at all times.
  • For Children & Family events children 12mths or under are FREE, providing they can share your seat.
  • Some events have specific mandatory age guidance and/or content warnings.
  • We may ask to see proof of your child’s age.

Attending an Event at the Theatre

The Theatre entrance is through the East Court

  • Latecomers may be admitted at a suitable point in the performance at the discretion of the VS Duty Manager. However, some performances have a strict no latecomers policy. We are unable to refund ticket(s) if you miss the performance start time and cannot be admitted.
  • The use of mobile phones is not permitted during performances.
  • Photography, video and sound recording of performances is strictly forbidden. Anyone found to be recording a performance may be asked to leave.
  • Strobes, lasers, smoke, haze, pyrotechnics and loud noises may be used as part the performance. Please contact Visitor Services if you have any concerns.
  • Music concerts are likely to involve loud music. Continued exposure to loud music is linked with long term hearing damage. We recommend you taking care of your hearing and use safe listening practices such as wearing earplugs. If you don’t have your own please speak to a member of the Visitor Services Team who will provide free disposable earplugs
  • Occasionally the show or event may be filmed or recorded. Buying a ticket affirms your consent to the filming and sound recording of yourself as a member of the audience. If you have any objection, should this happen when you attend a show or event, please contact a member of the Visitor Service Management Team.
  • No alcohol, food or soft drinks purchased off the premises are allowed into the venue.
  • Hot food will not be allowed into the Theatre.
  • Alexandra Palace operates a Challenge 25 policy at all bars. ID may also be requested on collecting prepurchase interval drinks. Refunds will not be given if you are unable to provide proof of age.
  • For the safety of our theatregoers routine searches and bag checks and body searches may be carried out. Failure to comply will result in non-entry. Refunds will not be given.
  • In line with many other venues we have adopted venue security measures relating to the size of bags that may be brought into the venue. As such we do not allow any adult backpacks of any size plus other bags larger than 35(W)x17(D)x42(H)cm will not be permitted into the venue. We do not have an external bag storage facility prior to entry to the building so please leave all bags at home or your accommodation.
  • Venue Management has the right to remove persons from the venue for any reason including, but not limited to, behaviour that is; likely to cause damage, annoyance, or harm to others, health and safety reasons, if the Event staff believe that You are under the influence of drugs or alcohol, if Your fail to produce proof of identity or age, or if you refuse to comply with the Organiser’s security searches and venue policies.
  • Only medication in its original packaging will be permitted into the venue.
  • When fancy dress is permitted to certain events (please check your ticket / pre-show email) spectators wearing costumes which are deemed politically insensitive or offensive will not be admitted. Imitation weapons or other potential missiles will not be permitted. Football colours/shirts are also not permitted.
  • Any items confiscated will not be available for collection on exit and will be destroyed.
  • For your safety we ask that you undertake to comply with any and all instruction given to you by the Organiser and/ or all Venue staff at the Event.
  • Alexandra Palace operates a zero-tolerance policy with regards to verbal or physical abuse directed at staff or our customers. This also includes abuse aimed at the staff and the organisation via digital means (social media, phone, email). Refunds will not be given to ticket holders who are refused entry or ejected on these grounds. We reserve the right to bar any customers who are deemed abusive from the venue.
  • If anything during your visit doesn’t seem right, out of place or gives cause for concern, please let the nearest steward know.
  • Please respect our neighbours when leaving the Venue.

Covid

  • By attending an event you are agreeing to following the Covid venue measures in place at the time of your visit. For further information please review FAQs on your event page of the website.
  • If you are unable to attend due to you or a member of your party having Covid and you require a refund you will be asked to provide proof of a Covid positive test.

Liability

The Organiser, venue, its employees or agents, will not be liable for any loss, injury or damage to any person (including Yourself) or property however caused (including by the Organiser or its employees or agents): a) in any circumstances where there is no breach of a legal duty of care owed by the Organiser or any of its employees or agents; b) in circumstances where such loss or damage in nor a reasonably foreseeable result or any such breach (save for death or personal injury as a result of a breach of a legal duty or care owed by the Organiser, its employees or agents); and / or c) to the extent that any increase in any loss or damage results from the breach by You of any of these Terms and Conditions.

Complaints

In the event that you believe you have a legitimate complaint that may give rise to a claim against the Organiser, you are required to notify the Organiser in writing of such complaint within 7 days of attending the event by contacting visitor.services@alexandrapalace.com.

ICE RINK

Refunds/Exchanges/Resales

  • Tickets are non-refundable except when an event is cancelled.
  • Courses are non-refundable of transferable. Unfortunately we cannot compensate for any lessons missed unless it is the fault of the Ice Rink.

Cancellations

  • If Session/Event/Lesson numbers are not sufficient Alexandra Palace reserve the right to cancel, skating levels may be amalgamated at any time.
  • It is your responsibility to check that the Session/Event/Lesson has not been cancelled, rescheduled or made the subject of a Material Alternation. Information on such matters will be made available on behalf of the Organiser as soon as reasonably practicable on the website and/or at the Venue. Customers are advised that the website cannot always be updated immediately and that circumstances giving rise to cancellation, postponement or Material Alterations can sometimes arise at late notice or immediately prior to an Session/Event/Lesson.
  • If a Session/Event/Lesson is rescheduled ticket holders will be offered an equivalent value ticket of their original purchase for the new dates/times. If you cannot make the new dates/times, ticket holders will be entitled to a refund/credit note for the face value of the tickets. Refunds requests must submitted up to 48 hrs before the rescheduled performance. We regret that refund requests submitted after this date cannot be honoured.
  • In the event of a Session/Event/Lesson being cancelled we will offer all bookers the option of a full refund.

Exchanges

  • If you are unable to attend a Session/Event/Lesson tickets may be exchanged for another performance of the same Session/Event/Lesson (subject to availability) up to 7 days prior to the Session/Event/Lesson subject to a fee. The option to exchange would only apply to a Session/Event/Lesson with multiple dates/timeslots and issued at our digression.
  • Tickets are non-transferable to other Sessions/Events/Lessons.
  • If the performance you are changing to is of a higher value you will either have to pay the exchange fee or difference in price (whatever is the higher value).
  • If the Session/Event/Lesson you are changing to is of a lower value you will lose the difference in price.
  • Your original ticket(s) will be voided / must be returned to Ice Rink Reception at Alexandra Palace 7 days prior to the performance.
  • Exchanges are not always possible and are subject to availability.

Resales

  • If a performance is sold out we may be able to offer to resell your ticket(s) subject to a fee.
  • If your tickets are successfully resold the face value of the ticket less fee(s) will be issued to a credit account. We do not offer cash/card refunds on resales.
  • We cannot guarantee the successful resale of any returned ticket(s).
  • Tickets purchased or reserved for our Sessions/Events/Lessons cannot be resold for profit or commercial gain. Tickets will be voided and the ticket holders may be refused entry to or removed from the Ice Rink / Building.
  • Resale through third party sites is not permitted. Tickets bought from unauthorised sources will not be valid and admission to the Session/Event/Lesson will not be permitted.
  • Resales may not always be possible and issued at our discretion.

Fees

  • Booking fees may also be included in the cost of Ice Rink tickets which contribute towards the running of the Ice Rink and administration costs.
  • Ticket prices advertised include these fees.
  • Fees may vary and Alexandra Place reserve the right to change these at any time without prior notice or without being obliged to refund monies.

Ticket collection

  • Tickets will be e-mailed at the time of booking. To limit paper use your tickets can be scanned direct from your phone on arrival. If you have not received these within 1hr of booking please contact our visitor services on 020 8365 2121 or online at alexandrapalace.com
  • If you lose your ticket or do not have means to download your e-ticket, paper tickets can be arranged for collection from the box office subject to a fee. You will be asked to provide the card which you made the payment with and valid photo ID.
  • Reprints can only be issued on the day of the Session/Event/Lesson from the Ice Rink Reception.
  • If you have bought your tickets through an agency e.g. See Tickets, Ticketmaster or any other, you will need to contact them regarding their reprint policy.

Making a purchase

  • Please check the date and time of your booking(s) carefully as mistakes cannot always be rectified.
  • Alexandra Palace reserves the right to alter or vary the advertised programme, including Session/Event/Lesson running times, and such other matters without prior notice or without being obliged to refund monies or change tickets.
  • All tickets, merchandise and other items available to purchase through our website are subject to availability. We reserve the right to change or limit the number of tickets available for sale at any time.

Ticket offers

  • Ticket prices may be subject to change at any time. Always check for the most up to date prices with our Visitor Services Team on 020 8365 2121 or online at alexandrapalace.com
  • Occasionally we may offer tickets at prices other than those first advertised. It’s not possible to include tickets already purchased in any future offer.
  • Offers, discounts and concessions cannot be used conjunction with each other unless otherwise stated. As part of our audience development programme we reserve the right to introduce and withdraw ticket discounts and offers at any time.

 Public Skating

  • Alexandra Palace reserves the right to change session times, duration and prices.
  • Skate aids coaching sessions are available for customers and it is advised that these are utilised for nervous, inexperienced or customers that have not skated for a prolonged period.
  • Children that are nervous, inexperienced or those that have not skated for a prolonged period and those under the age of 12 should be accompanied by an adult on the ice. No children should be in the ice rink without an accompanying parent or guardian aged 18 or over. Refunds will not be given if you are unable to provide proof of age.
  • The ice rink reserves the right to alter the size and space allocated to public sessions without prior notice. On these occasions sections of the ice will be utilised for other activities the capacity will be factored back allow adequate space for those attending. This will result in the entire surface not being available.
  • Customers are required to follow the skating guidance and reasonable instruction given by staff to ensure the safety and enjoyment of the users. Should these instructions not be followed the Ice Rink reserves the right to request any customer to vacate the session early without a refund or exchange. Should this request not be followed the rink will take necessary measures including escalating the issue to ensure compliance.
  • Customers must produce on request a valid ticket for the Session/Event/Lesson specified on the ticket unless otherwise stated. This must be re-shown on your return. Failure to do so may result you being denied access back onto the Ice Rink. Refunds will not be given.
  • Customers temporarily be asked to leave the ice so that an ice cut can be undertaken in order to ensure that ice is maintained to the highest standard. This process will normally take no more than fifteen minutes. Extra time may not be added onto your session but we will endeavour to make back the lost time if possible.

Skating Lessons

  • Each lesson lasts 30 minutes and permits access onto the public session.
  • We take between 10-15 skaters to 1 coach depending on government guidelines. If classes exceed this which is not often, we add an assistant to compensate.
  • Some teaching at beginner level may take place off ice in skates, preparing skaters before going onto the ice rink.
  • Please arrive 15 minutes before your lesson starts as it is essential to be on time for your lesson. 5 minutes before your class starts please wait off the ice at the designated entry point.
  • Sections of the Ice may be cornered off to accommodate other activities (e.g. public skating, birthday parties, other lessons ,etc). This will not affect or have an impact on your lesson
  • Entry onto the ice from may vary. Please check the Ice Rink home page https://www.alexandrapalace.com/the-ice-rink/learn-to-skate or call the Visitor Services Team on 020 8365 2121 for the most up-to-date information.
  • Parents/guardians may watch from the stands for free. Any accompanying parents/guardians are able to wait in the seating stands. Please do not stand at the barrier during the lesson. If you have any questions or queries during the lesson please do speak with our reception team.
  • Please bring your termly course membership card with you to every lesson to show that you are on a course. Please keep this safe as we cannot replace it if you lose it. If you do misplace it you will need to report early to reception so we can check you off the register, which does take longer.
  • On your first lesson of a new course please have your achievement booklet with you. Please ensure your name is printed on the front. If you do not have an achievement booklet and you have already passed levels we may have to re-assess you and this must be done before the class starts. A replacement achievement card costs £1. You also need to bring your record of achievement booklet with you to your last lesson as you will have an assessment and test.
  • You will be able to book for next term once you have had your test at the end of the current course. You will need to know your current level when you book. Due to a high volume of course users we strongly recommend booking your next course as soon as possible, on the day bookings cannot be guaranteed.
  • Photography or filming is not permitted during lessons.
  • Where lessons are booked directly through a coach(es) this is a private agreement between customers and the coach and Alexandra Palace cannot accept liability for any issues that may arise during the payment process or cancellations of these sessions.

Skates & clothing

  • Skates should fit snugly, not slip up and down when you walk.
  • Please lace skates firmly though not too tight and use all the hooks. Skates usually feel uncomfortable if you are not used to them.
  • Blades should be sharp to the touch, if in doubt ask the skate hire staff.
  • Clothing should be warm, preferably layers. Gloves are a good idea but no hats or scarves please.

General

  • Alexandra Palace reserve the right to refuse admission to an activity to any customer who, in the opinion of an authorised employee, is under the minimum age required for that activity and who cannot prove that they are at least the minimum age required. A photocopy of a birth certificate (together with a form of photographic identification connecting the name on the birth certificate to the guest), passport or driving licence is an acceptable form of identification. No refunds will be given.
  • Alexandra Place accept no responsibility for the loss, theft or damage to any personal items brought onto the Ice Rink.
  • Adults  must be accompanied by a child when attending an activity clearly intended for child participation only.
  • For the safety of our customers routine searches, bag checks and body searches may be carried out. Failure to comply will result in non-entry. Refunds will not be given.
  • You may only consume food or drink purchased within the premises. No food or drink is permitted on the ice.
  • Venue management reserves the right to remove persons from the venue for any reason including, but not limited to, behaviour that is; likely to cause damage, annoyance, or harm to others, health and safety reasons, if the Venue staff believe that You are under the influence of drugs or alcohol, if You fail to produce proof of identity or age, or if Your refuse to comply with the venues security searches. Any items confiscated will not be available for collection on exit and will be destroyed.

Covid

  • By attending an event you are agreeing to following the Covid venue measures in place at the time of your visit. For further information please review FAQs on your event page of the website.
  • If you are unable to attend due to you or a member of your party having Covid and you require a refund you will be asked to provide proof of a Covid positive test.

Liability

The Organiser, venue, its employees or agents, will not be liable for any loss, injury or damage to any person (including Yourself) or property however caused (including by the Organiser or its employees or agents): a) in any circumstances where there is no breach of a legal duty of care owed by the Organiser or any of its employees or agents; b) in circumstances where such loss or damage in nor a reasonably foreseeable result or any such breach (save for death or personal injury as a result of a breach of a legal duty or care owed by the Organiser, its employees or agents); and / or c) to the extent that any increase in any loss or damage results from the breach by You of any of these Terms and Conditions.

Complaints

In the event that you believe you have a legitimate complaint that may give rise to a claim against the Organiser, you are required to notify the Organiser in writing of such complaint within 7 days of attending the Session/Event/Lesson by contacting visitor.services@alexandrapalace.com.

RESTRICTED ITEMS

The following items will not be permitted on-site:

  • Alcohol
  • Illegal substances
  • anything that could reasonably considered for use as a weapon
  • Nitrous Oxide and legal highs
  • food and drink
  • Excessive quantities of cigarettes (ie more than for personal consumption)
  • Large chains and studded bracelets
  • Glass of any kind, including perfume and cologne bottles, beer bottles, jars or drinking vessels
  • Portable laser equipment and pens
  • Megaphones / Sound systems / Air horns
  • Spray cans
  • Fireworks / Sparklers / Flares
  • Animals (with the exception of assistance dogs)
  • Unofficial tabards or hi vis jackets
  • Professional camera or video equipment
  • Bicycles
  • Chairs and stools (including fold up chairs and stools)

Only medication in its original packaging will be permitted into the venue.

Any items confiscated will not be available for collection on exit and will be destroyed.

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