Terms and conditions of sale

Swansea Grand Theatre and Brangwyn Hall terms and conditions.

Tickets

All tickets are sold subject to availability and agreement to these terms and conditions, which should be read carefully prior to purchase, as purchase of tickets constitutes acceptance to these terms and conditions.

Please check tickets carefully as mistakes cannot always be rectified after purchase, please contact the box office immediately if there is a mistake.

The Council are not responsible for tickets lost, stolen or destroyed

In exceptional circumstances, alternative seats to those specified on your ticket may need to be provided.

The contract is not concluded until tickets have been either collected or posted.

Postage fee

£1.50 Ticket postage fee

Discounts

Concessions apply to under 16s, over 65s, students, schools, group bookers, Swansea Grand Theatre / Brangwyn Hall members and Hynt scheme card holders.

Discounts are only available on full price tickets, only one discount per ticket applies and proof of eligibility must be provided to the box office. 

All discounts are offered subject to availability and may be withdrawn at the decision of management without prior notice and may be restricted to specific performances and price levels. 

No refunds will be offered on pre-booked tickets on announcement of subsequent special offers. 

All special offers are subject to availability and only one discount applies.  Management reserve the right to withdraw or change the terms of any offers without notice. 

Refunds and Exchanges

Tickets cannot be refunded or exchanged unless the performance has been cancelled, rescheduled or in cases of emergency.  In cases of emergency the management reserves the right to refuse an exchange.

If you would like to exchange tickets for another performance of the same event we will be happy to do so subject to availability for an admin fee of £2 per ticket, your original tickets must be returned to Swansea Box Office at least 24 hours before the original performance.

Tickets bought from third party agents must be refunded at the original point of purchase. It is your responsibility to ascertain whether an event has been cancelled or rescheduled, we will attempt to notify you using the details you provided us with at time of booking but cannot guarantee that you will be notified of a cancellation. 

It is your responsibility to inform us of any change of address or contact details at time of booking.  Refunds will only be paid to the person who purchased the tickets and where possible the original method of payment.  Personal arrangements including travel, accommodation or hospitality relating to the event are made at your own risk and will not be refunded.
 

Waiting list

A waiting list system is now operational for sold out events.  Please provide name, contact details and the quantity of tickets required and you will be informed if tickets become available, there is no obligation to purchase at this point.  Submissions to the waiting list do not guarantee tickets will become available. 

You may not resell or transfer tickets to third parties. 

Ticket reservations

Reservations are available for 3 working days for selected events only, please check at the time of booking. Management reserve the right to cancel the reservation after 3 days without notifying the customer.  
 

Conditions of admittance

Management reserve the right to refuse admission or request a ticket holder leave the premises in reasonable circumstances including health and safety, behaviour or ineligibility to attend.  No refunds will be offered in these circumstances.

All personal belongings are the owner's responsibility whilst on the premises.

Management reserve the right to conduct security searches and confiscate any prohibited items or items which may be considered to cause danger or disruption to the event or other audience members.

Latecomers may be asked to wait for a suitable break in the performance before taking their seats.

All venues have a no smoking policy in accordance with the law.  This includes electronic cigarettes.

No photography, audio or visual recording equipment is allowed, any person found with these may be asked to leave and the recorded material may be destroyed.

Ticket holders consent to being shown as members of the audience in any official filming, photography and sound recording ie if a performance is to be televised at a later date.

Refreshments are available from our licensed bars, please note only food and drink purchased on the premises can be consumed.  Prohibited items will be appropriately confiscated or disposed of, with food and drinks items currently being donated to local food banks.  Appropriate discretion will be made for those with medical requirements and/or special needs, we ask that this is communicated to the venue ahead of visit for ease of entry, please contact us with your booking details on Swansea.Grandreservations@swansea.gov.uk.

Refreshments may be taken into the auditorium in plastic containers only, subject to management approval and may not be available at all events.

If you purchase a ticket which has a restricted view, you will be informed of the restriction at time of booking and your ticket will state restricted view.  If a restriction occurs due to the specific performance / staging we will attempt to notify customers and endeavour to re-seat if possible.

Management reserve the right to re-seat customers into alternative seats for reasons beyond our control.  This will be into a seat of the same or higher value where possible.

Special Effects - If you are concerned about inclusion of any special effects during a performance, please ask at the time of booking, although the inclusion of these may not be notified to the theatre until the actual performance dates. Please check the foyer notice for more information when you visit.

Boxes within the Grand Circle and Upper Circle are licensed to accommodate 5 persons. Please be advised that the boxes provide a sideways view of the stage.

At seated events, it is requested that customers remain seated throughout the performance to allow all customers a clear view of the stage and artists performing.  Please be aware where this request is contravened and results in customer complaints whose experience of the show is subsequently affected, venue team on duty will ask you to sit down or may relocate you to another location in the auditorium.  Refunds or compensation will not be offered in any of these circumstances. 

Management reserve the right to make alterations in published event programmes or cast for reasons beyond our control.  Refunds will not be offered if an understudy performs in a theatre performance in place of a named cast member.  Customers are advised that certain events may be advertised in local or national media prior to announcement by the venue and beyond the control of the management.

There is a Duty Manager available at all events and we advise any issues or queries are raised immediately to them or any member of staff to ensure swift resolution.

Access

Within Swansea Grand Theatre, Sennheiser infra-red headsets are available from the Box Office Shop.  Available with a refundable deposit of £5 and I.D.

Within the Brangwyn Hall, there is a hearing loop system installed that works with the in-house PA system.

If you require assistance in order to be able to attend an event we operate as part of the Hynt Scheme.  Please provide proof of eligibility at the box office to claim.

Assistance dogs are welcome but please notify the box office at time of booking.  Owner is responsible for the dog whilst on the premises.

Please notify the box office at time of booking if a wheelchair position is required.  Wheelchair spaces which remain unsold 2 weeks prior to the event will be released for general sale.

If you require assistance to access our facilities and seating during your visit please request at the time of booking or see any member of venue staff on arrival who will be pleased to help where possible.    

Under 16s / Babes in Arms

We advise that most shows are unsuitable for children under the age of 3 years old except children shows.  Please check suitability and age limits at time of booking. Children under 14 must be accompanied and supervised by a responsible adult at all times and venue staff accept no responsibility for any unaccompanied children under 18.

Management reserves the right to ask parents / supervisors to leave if the child is causing a disturbance to other customers.

Baby changing facilities are available.

Merchandise

From time to time, official show merchandise may be available from the promoters. The theatre cannot accept any responsibility for the sale of such merchandise.

Marketing Information / Data Protection

When you contact us for the first time either in person, over the phone or by registering on our website you will be asked how you prefer to be contacted in the event of essential communication ie changes to your booking.  You will also be asked whether you wish to receive marketing materials by post /email. If you would like to check / amend your contact preferences you can log into your online account and change your settings at any time or call the Box Office on 01792 475715.  Alternatively, please contact us on Swansea.GrandMarketing@swansea.gov.uk.

You have the right to opt out of any marketing communication at any time.

Email marketing:  Use the unsubscribe button on any email we have sent you.

Postal marketing: Email us at Swansea.GrandMarketing@swansea.gov.uk or write to Swansea Box Office, Swansea Grand Theatre, Singleton Street, Swansea, SA1 3QJ or call 01792 475715.

Third parties

Swansea Box Office works with touring promoters and on occasion will provide them with general information such as ticket sales, demographic and geographical information, however your personal details will not be shared unless you have agreed to this at the point of sale.