Terms and Conditions
Conditions of Sale
Please read these terms and conditions carefully, as it is important you understand the contractual relationship you are entering into by purchasing a ticket by telephone, over the counter, via the website of via an agency.
A valid ticket must be produced to get into an event. For child friendly events children aged 3 and under do not need a ticket if they sit upon a parent’s or guardian’s lap for the performance. Children aged 3 and under who require a seat of their own must have a valid ticket.
On receipt of your tickets, please check that your tickets are for the correct event, date and time as mistakes cannot necessarily be rectified on the day of the event.
All tickets, price types and discounts are subject to availability where applicable, can be changed and/or withdrawn without prior notice and do not apply to tickets already purchased. Hackney Empire reserves the right to introduce offers and price changes without prior notice. The price of the ticket shall be the price set at the time Hackney Empire accepts your order.
Offers, Discounts and Concessions: please note only one offer, discount or concession can be applied to each ticket sold and cannot be used in conjunction with any other offer.
Where a concession is claimed, proof of identity and concession entitlement may be required.
Tickets are sold for private use only and are not for resale for commercial gain to the holder. If Hackney Empire has reason to believe that tickets are being resold we may invalidate them and refuse entry to the performance.
Hackney Empire will not be responsible for any ticket that is lost, stolen or destroyed. Duplicates may be issued at the discretion of Hackney Empire.
All tickets are sold subject to Hackney Empire’s right to alter the advertised programme or cast in the event of unavoidable cause, without prior notification.
Ticket transaction fees apply: £1.25 phone (capped at £10), £1 online, free in person.
Tickets are sold subject to the Data Protection Act 1998.
Tickets will only be delivered to the billing address of the debit/credit card holder.
Tickets can be held for collection at the Box Office. If you are collecting your tickets from the Hackney Empire Box Office, acknowledgement of the order should be provided.
Exchanges and Refunds:
Tickets are not refundable unless the performance is cancelled or rescheduled or where there is a material change to the programme of the event. Where a performance is cancelled or rescheduled by the Hackney Empire or promoter, where an event is cancelled or rescheduled due to circumstances beyond the Hackney Empire’s control, or where there is a material change to the programme of the event, the purchaser of the ticket will be entitled to claim a refund from the Hackney Empire of the actual cost of purchase including any transaction fees if applicable.
A material change is a change which, the Hackney Empire’s reasonable opinion, makes the event materially different to the event purchasers of the ticket, taken generally, could reasonably expect. The use of understudies in a theatre performance shall not be a material change.
Tickets can be exchanged for an alternative performance of the same event up to 24 hours prior to the original performance date, subject to availability.
Hackney Empire will consider written requests for ticket refunds from customers who have not been able to use their tickets due to exceptional circumstances. Such request must be received within seven days of the date of relevant performance, include all unused tickets and are at the discretion of the Hackney Empire management.
Tickets will be accepted for resale but Hackney Empire will only attempt to resell tickets once a performance is sold out and cannot guarantee that tickets will be resold. An administration charge of £1 per ticket shall be made for each ticket successfully resold.
Refunds/reimbursement of tickets is on a cash only basis, the customer will be required to collect and sign for the cash from the Hackney Empire Box Office.
These Terms and Conditions do not and shall not affect your statutory rights as a consumer.
Events may be age restricted and it is the responsibility of the ticket holder to check before purchasing.
Latecomers may be requested to await admission to the auditorium until a convenient break in the performance.
The management of Hackney Empire reserves the right to refuse ticket holders admission to the venue in reasonable circumstances including for health and safety, licensing reasons, where a ticket is void or where we believe other patrons’ comfort, enjoyment or security may be affected.
The management of Hackney Empire reserves the right to request that ticket holders leave the venue at any point on reasonable grounds, including for health and safety, licensing reasons, or where we believe other patrons’ comfort, enjoyment or security may be affected and may take any appropriate action to enforce this right.
The unauthorised use of recording and photographic equipment, including mobile phone cameras, is not permitted in the auditorium.
Mobile phones, pagers and watch alarms which are an irritant to other patrons and performances must be switched off during the event.
Alcohol may only be consumed in the public bars and other authorised areas. Smoking is not permitted.
No food or drink may be brought into the venue unless with the permission of the Hackney Empire management.
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, but not be limited to, sound, audio visual, pyrotechnic effects or lighting effects.
Complaints relating to any aspect of a performance should be made to the Duty Manager at the venue prior to, during or immediately after the performance.