How to Book

Last updated Fri 14 May 2021

Booking Information

your tickets

We are now operating an e-ticket system. Bookers will be emailed their e-ticket before the performance. On the day of the performance, please show your e-ticket to our Front of House team on your mobile device or as a print-out.

Payment

We accept all major credit and debit cards except American Express.

ATTENDING IN PERSON

Some of our shows are reserved and some are unreserved. You will be able to tell when booking your tickets, depending on whether you are given the option to select your own seat.

In order to facilitate social distancing, shows with a reduced capacity will be reserved and seating is strictly in household bubbles only. You will be able to select your seats when booking.

WATCHING FROM HOME

If you have booked for an online performance, you will receive your confirmation email and e-ticket as usual after booking. You will then be contacted by email closer to the event with further information on how to access the online performance.

Reservations

Tickets can be reserved for a maximum of 48 hours – full payment is then required. If we do not hear from you by the 48 hour deadline tickets will be released back to public sale. We cannot reserve tickets to be paid for on the door on the performance night. Full payment must be received at least 2 hours before the start of a show.

Refunds and Exchanges

In light of the Covid-19 pandemic, if someone in your party feels ill, tickets can be exchanged up to 24 hours before the performance for another performance of the same production (subject to availability) or we can cancel your ticket and add the value of your booking as credit to your customer account to use against a future booking.

Please do not attend the venue if you:

• believe you may be infected with COVID-19;
• have experienced symptoms in the last 14 days;
• have been in close proximity to anyone who has experienced symptoms in the last 14 days;
• have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation;
• have returned from a red list country in the past 14 days
• have been instructed to self-isolate.

Any individual who considers themselves to be clinically extremely vulnerable or who is in the same household or support bubble as someone who considers themselves to be clinically extremely vulnerable is advised not to attend.

If you can’t attend for another reason

If a show is sold out then we can try and re-sell your ticket at the charge of £1 per ticket re-sold. We cannot guarantee the re-sell of your ticket. If sold, we will refund you via the payment method with which you bought the ticket.

If a performance is cancelled, you will be offered a rescheduled date where possible, or a refund of the face value of the ticket only. Tickets for rescheduled dates are subject to availability. If a refund is offered, the booker must confirm they would like to accept the refund within one month of the offer, or the refund will no longer be processed.

Groups/Schools

For certain performances, for every ten tickets bought by a school or group, the eleventh is free. Please note that this offer is not available online. Other group and school discounts may apply. Groups and Schools have a week’s priority booking, alongside our Members, before the general public. Please contact our Box Office for more information.

Offers

When booking offers online please note that you can only book for one show offer per transaction. If you want to book offers (e.g. family tickets) for two different shows, you will need to complete the booking for each individual show in a separate transaction in order for both offers to apply.

Most offers will be applied automatically when you add the correct combination of tickets to the basket. Occasionally you might need to add a promo code when prompted.

Please see the original offer details or contact the Box Office for further clarification on how to book for a particular offer; a member of our team will be happy to help.

*See below for offer terms and conditions

ACCESS

For more information on accessibility at Tobacco Factory Theatres and how to book accessible seating please see our Access page.

POTENTIAL TRIGGERS

We don’t want to give away any ‘spoilers’ when promoting a production but understand that some plays may cause distress or trigger challenging emotions for some of our audience members. You can read more about potential triggers and how you can find out more information in advance of your visit here.

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*Please note that all tickets, prices and offers are subject to availability. Offers and discounts are available for most shows but exclude Comedy events, hires and hosted shows or shows where we act as a ticket agent. Eligible offers will be noted on show pages. Offers are not available retrospectively or in conjunction with any other offers, including concession tickets.

Last updated Sat 24 April 2021

Booking Terms and Conditions

You will be asked to accept the following terms and conditions before booking tickets for any performance via the Box Office at Tobacco Factory Theatres.

Tickets

• Tickets may be exchanged for a future performance of the same production with at least 48 hours’ notice, subject to availability.
• If someone in your party may have or may have been exposed to Covid-19, please give at least 24 hours’ notice and tickets may then be exchanged for a future performance of the same production or the value of tickets refunded as credit to your Tobacco Factory Theatres account for use against a future booking. Please see full details in the Booking Information tab.
• Tickets may be put up for re-sale by Tobacco Factory Theatres only. Tickets cannot be sold through any third party and tickets found to be re-sold through this method will be refused admission. If Tobacco Factory Theatres re-sells your tickets, money will be refunded back to the original booker via the original payment method or a credit note issued for future use at Tobacco Factory Theatres only.
• Appropriate ID is required for all concessionary tickets. If ID is not shown, then the difference will need to be paid to make it a full price ticket.
  Please check your ticket at the time of purchase as errors cannot be corrected at a later date.
• Tobacco Factory Theatres acts as an agency to sell tickets for outside events and events at other venues.
• Only one discount can apply to any one ticket.
• Tobacco Factory Theatres reserves the right to introduce discounts and special offers at any time and these cannot be applied to tickets already purchased.
• If a performance is cancelled, you will be offered a rescheduled date where possible, or a refund of the face value of the ticket only. Tickets for rescheduled dates are subject to availability. If a refund is offered, the booker must confirm they would like to accept the refund within one month of the offer, or the refund will no longer be processed.

Performance

• Tobacco Factory Theatres reserves the right to make any alterations to the advertised arrangements, programme or cast without being obliged to offer a refund or exchange.

Attending In Person

• For in-person events, bookers are required to bring their e-ticket with them to show to Front of House before the performance, either displayed on their mobile device or printed at home.
• We are working with the government to ‘Track and Trace’, and all members of your booking bubble will be required to give their details when we scan your e-ticket. This can be done either using the NHS Track and Trace app or by leaving your details with us manually. If you display Covid-19 symptoms after you have attended our venue, please inform our Box Office.
• We ask that all visitors to the theatre wear face coverings at all times as they move through our front of house spaces as well in the auditorium, unless you are exempt.
• Tobacco Factory Theatres reserves the right to refuse admission
• Latecomers may not be admitted whilst a performance is in progress. To avoid disturbance to other patrons, you may be seated in seats other than those you have booked at a suitable break in the performance.
• Re-admission during the performance is at the discretion of the Duty Manager.
• The use of cameras or any recording devise is strictly prohibited.
• Please switch off all mobile phones before entering the performance.
• Customers must not obstruct any stairway or gangway in the auditorium and must not affect the enjoyment of other audience members and/or the running of the venue/performance and/or cause a risk to the safety of the audience.
• In line with our child protection policy, children under the age of 14 must be accompanied by a paying adult over the age of 18. Children under 18 months do not need a ticket, as long as you are happy for them to sit on your lap.

For socially distanced performances from May 2021 where seating is in strict bubbles:

• Where bookers select tickets for purchase in the same seating bubble (i.e. directly next to each other), the booker is responsible for confirming that those attending are from their household/support bubble only.

Watching Online Events From Home

• Links and passwords, shared with you in order to access an online performance from home, must not be shared with non ticket holders.
• Please be aware of age guidance on shows and events when watching from home, and make sure the performance you are viewing is suitable for those watching alongside you or within earshot.

General

• Tobacco Factory Theatres is a no smoking building.
• Artists, programme and performance details are correct at the time of sale or print publication, but changes may be unavoidable.
• Tobacco Factory Theatres acts as a ticket agent for external events. These events are not promoted by Tobacco Factory Theatres and we take no responsibility for any aspect of their programme or operation. Any queries should be directed to the promoter concerned.

Last updated Fri 14 May 2021

COVID-19 FREQUENTLY ASKED QUESTIONS

Before you come to the theatre

Please do not attend the venue if you:

• believe you may be infected with COVID-19;
• have experienced symptoms in the last 14 days;
• have been in close proximity to anyone who has experienced symptoms in the last 14 days;
• have arrived in England in the last 14 days and are not covered by the exemption rules relating to self-isolation;
• have returned from a red list country in the past 14 days
• have been instructed to self-isolate

If any of the above apply to you, please contact our Box Office. Tickets can be exchanged up to 24 hours before the performance for another performance of the same production (subject to availability) or we can cancel your ticket and add the value of your booking as credit to your customer account to use against a future booking.

Any individual who considers themselves to be clinically extremely vulnerable or who is in the same household or support bubble as someone who considers themselves to be clinically extremely vulnerable is advised not to attend.

In advance of your visit:

• If you are able, please consider taking a Covid-19 lateral flow test before coming to the venue. You can order rapid test kits online or from your doctor or local pharmacy. The tests are free and give a result in 30 minutes.
• Please consider walking or driving to our venue where possible rather than taking public transport.

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What to expect when you visit

We have thoroughly prepared and modified our building and the way we work, to provide you with a Tobacco Factory Theatres that is safe and reassuring, whilst also feeling exciting, enjoyable and atmospheric.

For performances, our Covid-secure measures include:

• We have reconfigured our auditorium & reduced our capacities to ensure safety & comfort.
• We have enhanced fresh air supply into the auditorium, adapting and improving our air conditioning system.
• Seating in the auditorium is in bubbles which have been spaced to adhere to social distancing requirements. Bubbles in the back row are slightly closer and have been separated by a perspex screen.
• There is a clearly marked one way system, with a separate route only for those who need to use the lift.
• We have placed sanitiser points throughout our spaces.
• We have increased the frequency of cleaning of our spaces
• Online ordering allows you to choose and pay for drinks from your seat.
• e-ticket scanning will allow for contact free ticket checking. Ushers will help you find your seats in our newly reconfigured auditorium.
• Track and trace will be required by all members of your booking bubble when we scan your eticket – either using the NHS Track and Trace app or by leaving your details with us manually.
• Arrival times for performances will be staggered to avoid bottlenecks and allow for social distancing. You will be contacted before the performance with your arrival time.
• We ask that all visitors to the theatre wear face coverings at all times as they move through our front of house spaces as well in the auditorium, unless you are exempt.

Accessibility

The accessibility of our spaces and our shows is of great importance to us. Please find more details on our access page. We have taken the following additional steps as we reopen following the Covid-19 pandemic:

• There will be additional signage in place to assist customers with the route to access the lift on arrival and as they leave the theatre
• Only one household will be permitted in the lift at any one time.
• We are developing options for both in person and digital performances for captions, subtitles and BSL interpretation. Please see our Access page for further details.

For Get Involved and Artist activities and events our Covid-secure measures include:

• There is a dedicated Covid marshal to ensure safety
• There is a clearly marked one way system, with a separate route only for those who need to use the lift.
• Numbers will be limited to allow for social distancing
• We have placed sanitiser points throughout our spaces.
• We have enhanced fresh air supply into the auditorium, adapting and improving our air conditioning system.

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Our Pricing

Our reopening ticket pricing is on a Pay What You Choose basis.

For shows, there will generally be two ticket prices available:

Connect Ticket We are so happy to be welcoming audiences back and want to make sure people feel able to attend by keeping our prices as low as possible.

Rebuild Ticket If you are able to spend a little more, your contribution will support our theatre and the artists and companies with whom we work, as we rebuild our future.

For Get Involved activities, there will generally be three ticket prices available: 

Our Get Involved programme is at the very heart of our mission to provide a welcoming home for creative adventures. We want these opportunities to be open to all by keeping prices as low as possible. The true cost of running a session is reflected in the highest of the three price bands, so if you are able to spend a little more, your contribution will help support our theatre and the incredible artists we work with to bring you this programme.

For Artist Masterclasses and events, there will generally be three ticket prices available:

We understand that everyone is experiencing different financial circumstances. Whatever you feel able to spend, session leaders will be fully paid for their work.

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More questions?

We know that each of you will have a variety of feelings and questions about returning to a theatre, so please know that we are here for any queries, concerns and suggestions you might have.

We will be updating this page regularly.

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We have been ‘See It Safely’ approved

We have been granted the use of Society Of London Theatre & UK Theatre’s ‘See It Safely’ mark. The mark certifies that we are complying with the latest Government and industry COVID-19 guidelines, to ensure the safety of our staff and audiences.