Terms and Conditions

Loughborough Town Hall TERMS & CONDITIONS – 23 April 2026 

This page was last updated on the 23 April 2026. By purchasing a ticket on our website, over the counter, or on the telephone, you are agreeing to these terms and conditions. 

Refunds and exchanges

Tickets cannot be refunded or exchanged except in the event of a cancelled performance.  

Tickets are sold subject to the right of the Promoter and/or the Management to make any necessary changes in the performance or event owing to unforeseen or unavoidable circumstances. 

Loughborough Town Hall (LTH) offer ticket protection via Secure My Booking, which allows ticket bookers to protect your order due to unexpected incidents for £1.75 per ticket. 

Our ticket protection allows ticket bookers to recover 100% of the paid ticket price (including all order fees), subject to specific events/circumstances. Further information on what is and is not covered is available on the link here: https://securemybooking.com/terms/uk/ 

Ticket Re-sale 

On occasion, tickets may be accepted for re-sale where a performance is sold out. A £1.75 per ticket administration charge is applicable. 

Ticket purchase and booking fees

It is the ticket booker’s responsibility to check the accuracy of tickets at the time of purchase as any mistakes cannot be rectified after purchase. 

All ticket prices are inclusive of all booking fees. 

Where there is a limit on the number of tickets available to purchase per ticket booker, 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. Should this be an issue, please inform the Duty Manager ahead of the start of the performance or at the interval. 

Tickets agents and re-selling

Tickets are only valid if purchased directly from Loughborough Town Hall’s Box Office, or  from official 3rd party ticket agents like Ticketmaster, and not through secondary ticketing websites.  

LTH is unable to assist with any queries for ticket holders who have purchased via a 3rd  party ticket agent, and recommend contacting the ticket agent directly to address any queries.  

Tickets may not be re-sold for profit or commercial gain, which includes re-selling through secondary ticketing websites. Ticket bookers who have contravened these rules may be denied entry to the venue. 

LTH reserves the right to blacklist any ticket buyer should they be found to be re-selling for commercial/personal gain. 

Damaged or lost tickets

A £1.75 administration charge is applicable should lost or damaged physical tickets need to be reprinted. Reprints are not available in advance of the performance. 

Safety and security checks

For the safety of all audiences, bags or items of clothing may be subject to searches upon entering the venue. 

Larger bags may not be permitted into the venue, unless they are for medical use.  

If a bag is deemed too large by our team you may be asked to return the bag to your vehicle. 

Any items that are brought into the venue that are to the detriment of public security, safety or enjoyment will be confiscated. 

Management does not accept responsibility for the loss of or damage to any personal property or for any liability. 

Children & Babes In Arms

When attending a show or performance, all under 16s must be accompanied by a full paying adult, aged 18 or over.  

For shows advertised as part of our Family or Pantomime genres, children under the age of 2 years are welcome to attend for free as part of our Babes In Arms policy, but must have a ticket booked via the Box Office on 01509 231914. Any Babes In Arms ticket would be on the understanding that the child is sharing a seat with a paying adult. 

Booster seats are available free of charge and on a first come first served basis. Please see speak to an Usher when you enter the auditorium to obtain one. 

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

Latecomers may only be admitted at a suitable break in the performance and at some shows, late entry may not be permitted at all. Please arrive in plenty of time before the performance start time.  

Please note, it may not always be possible to sit in your purchased seat if you arrive late to a performance. 

Doors times

Please note if the ticket states a doors time, this is the time at which the auditorium opens for access and not the start of the performance. 

Admission

Audience members must present a valid ticket to gain entry to the building. For those who are part of a group booking, each person should present a valid ticket, or arrive at the same time as the lead booker. Failure to present a valid ticket may mean you are refused entry.

The management reserves the right to refuse admission to the venue and remove any ticket holder from the venue without refund, for reasons of public safety. This can include, but is not limited to, abuse of venue staff, causing a disturbance during a performance or non-compliance with any entry protocols. 

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 or attending the show.  

Food and drink

Only food and drink purchased from LTH may be consumed inside the venue, with the exception of food and drink required on specific medical grounds.  

Event cancellation/postponement

If a performance is cancelled, postponed or rescheduled, our Box Office will contact all ticket holders, using information provided at the time of booking, and this information will be placed on our website and social media channels.  

We cannot guarantee that ticket holders will be informed before the performance date due to circumstances beyond our control and will endeavour to contact ticket holders as early as reasonably possible.  

It is the responsibility of the ticket holder to check before attending whether a performance or event has been cancelled or rescheduled. LTH accept no responsibility for any additional costs incurred due to the cancellation by the ticket holder (eg: travel arrangements, accommodation etc). 

Refunds for rescheduled or cancelled events

In the event of a performance cancellation, ticket holders will be offered the following options: 

• A Credit voucher for the full value of the booking (including booking fees)  

• A refund (minus booking fees) to the original method of payment  

In the event of a performance being re-scheduled, ticket holders will be offered the following options: 

• A transfer to the new performance date, or another performance within the shows run (eg: pantomime) 

• A Credit voucher for the full value of the booking (including booking fees)  

• A refund (minus booking fees) to the original method of payment  

Unless advised by LTH, tickets for rescheduled or postponed performances will be valid for the new date and should be retained.  

Ticket holders who are unable to attend the reschedule performance date will need to send their request to the LTH Box Office within one calendar month of the reschedule communication being sent.  

Should LTH not receive any communication after this point, the ticket holder will be automatically transferred over to the new performance date. 

Any tickets purchased via an official 3rd party ticket agent like Ticketmaster will be contacted directly with further instructions.  

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, times and prices. Tickets are sold subject to the right of the Promoter and/or the Management to make any necessary changes in the performance or event owing to unforeseen or unavoidable circumstances. 

Seating

It may be necessary for a ticket holder to be moved within the auditorium to alternative seats and management reserves the right to do so. Where possible, ticket holders will be moved to a seat of equivalent or higher value, subject to availability. 

Ticket offers and discounts

Where offered by a promoter, ticket offers are only applicable on the ticket type stated and only one discount can be given at any one time. Ticket offers and discounts are not available retrospectively and may only be available for a limited time. 

Gift vouchers

Gift vouchers may only be exchanged, wholly or partly, for tickets at Loughborough Town Hall to the value indicated. The expiry date is printed on the voucher and will be two years form the purchase date.  

Gift vouchers can be exchanged in person at our Box Office, by phone via 01509 231914 or online via www.loughboroughtownhall.co.uk  

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.  

Gift vouchers cannot be used to purchase any other products or services at LTH, including, but not limited to; event Bar and catering, Room Hire charges etc. 

Updating ticket holder information

Ticket Holders are responsible for ensuring their contact details held by the LTH Box Office are up to date, to enable the ticket holder to be contacted in the event of any changes or updates to the event. 

Feedback

If ticket holders experience a problem or concern while in attendance at LTH or during a performance, including but is not limited to; the view from a seat or quality of performance, please bring it to the attention of the Duty Manager immediately.  

We regret that LTH may not be able to offer refunds or exchanges retrospectively. 

Accuracy of information

Information included online via www.loughboroughtownhall.co.uk , and in print including LTH What’s On Guides and flyers/posters, is correct at the time of publishing. 

While every attempt is made to ensure its accuracy, LTH reserves the right to change and update information at any time, without notice, and is not liable for any subsequent omissions. 

Competitions

LTH will never require an entry fee or purchase to enter our competitions. 

Only one entry will be accepted per person, with multiple entries from the same person being disqualified. 

The closing date and time for entries will be clearly stated on the individual competition. No further entries will be permitted after the stated closing date and time.  

The prize will be as stated clearly  and no cash alternatives will be offered. 

Any competition prizes are not transferrable, with winners chosen at random from the entries received. 

The winner will be notified within 48 hours of the closing date by Loughborough Town Hall. If the winner cannot be contacted and does not claim the prize within 48 hours of being contacted, LTH reserves the right to withdraw the prize and pick another winner. 

The winner will be informed regarding how and when they can collect their prize.  

LTH will never ask for any card details, external link clicks, or to transfer any personal details to us in order to redeem or collect a prize, or enter a competition. If this is the case, please LTH Box Office via [email protected] so we can investigate. 

By entering this competition, the entrant is indicating their acceptance of these terms and conditions. 

Any information provided by the winner will not be disclosed to third parties and will only be used by Loughborough Town Hall for the purpose of this competition. 

Loughborough Town Hall reserves the right to change or amend these terms and conditions and reserves the right to cancel a competition if circumstances arise outside of LTH’s control. 

If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Loughborough Town Hall’s relationship with you in relation to this website.

The term “Loughborough Town Hall” or “us” or “we” refers to the owner of the website whose registered office is Market Place, Loughborough, Leicestershire, LE11 3EB. The term “you” refers to the user or viewer of our website.