Terms & Conditions
Terms and conditions relate only to productions at Rutland Open Air Theatre at Tolethorpe Hall by the Stamford Shakespeare Company (SSC).
Last Updated: 24th March 2021
- THESE TERMS
1.1 These are the terms and conditions on which we supply services to you.
1.2 Please read these terms carefully before you purchase your Theatre Tickets or Friends of Stamford Shakespeare Company Membership. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think there is a mistake in these terms, please contact us to discuss.
1.3 Please note that although our auditorium is covered, the stage and lawn areas are not and performances may therefore on very rare occasions be cancelled or abandoned because of dangerous or adverse weather conditions. Tickets are non-refundable in the event of cancellation or abandonment because of the weather but may be exchanged in accordance with our policy set out in section 5. below.
1B. ATTENDING THE THEATRE SAFELY DURING CORONAVIRUS (COVID-19)
Coronavirus (COVID-19) is an infectious disease that can result in serious and potentially fatal illness. The risk of transmission is increased where people gather together. Some people are at a higher risk than others. Although we are implementing heightened safety measures, the risk cannot be entirely eliminated and, by attending the venue, you assume all risk associated with COVID-19 (unless caused by our negligence).
At the venue you must:
abide by all relevant government guidance;
abide by: all instructions given by our staff; our signage; and our full terms and conditions;
permit your temperature to be screened upon arrival. If we assess (at our sole discretion) that your temperature is 37.8C or higher, you and those who were to be part of your fixed group of tickets will not be allowed to enter the venue and the face value of your tickets will be refunded (as set out at 5.8.1) within 7 days;
wear an adequate face covering;
maintain a distance of 2 metres where possible (and otherwise no less than 1 metre) from all other households or support bubbles at the venue at all times.
You must not attend the venue if you:
- believe you may be infected with COVID-19;
- have experienced symptomsin the last 14 days;
- have been in close proximity to anyone who has experienced symptomsin the last 14 days;
- have arrived in England in the last 14 days and are not covered by the exemption rulesrelating to self-isolation; or
- 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 we are required by any COVID-19 government guidance or restrictions to cancel a performance, tickets may be exchanged or refunded as set out at section 5.
- INFORMATION ABOUT US AND HOW TO CONTACT US
2.1 We are the Stamford Shakespeare Company, a company registered in England and Wales. Our company registration number is 1305975. Registered charity number 273859. Our registered office is Tolethorpe Hall, Little Casterton, Stamford, PE9 4BH.
2.2 You can contact us by telephoning on 01780 754 381 or by writing to us at firstname.lastname@example.org or our registered office address above. 2.3 If we have to contact you we will do so by telephone or by writing to you at the e-mail address or postal address you provided to us in your order.
2.4 When we use the words “writing” or “written” in these terms, this includes e-mails.
- OUR CONTRACT WITH YOU
3.1 You can order tickets or Friends of Stamford Shakespeare Company Membership online, by telephone (Stamford & Guildhall Box Office on 01780 756133), or in person at the Stamford & Guildhall Box Office, Stamford Arts Centre located on St Mary’s Street, Stamford or on the day of the performance at our box office at the Rutland Open Air Theatre.
3.2 Our acceptance of your order will take place when we write to you to accept it, at which point a contract will come into existence between you and us. The Stamford & Guildhall Box Office will write to you from email@example.com
3.3 If we are unable to accept your order, we will inform you of this in writing and will not charge you for the transaction. This might be because the show you have tried to buy a ticket for is sold out, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the show or because we are unable to meet a delivery deadline you have specified.
3.4 We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.5 Further information about ordering gift vouchers and memberships is at section 6.
4.1 The price of the ticket shall be the price set at the time we accept your booking, inclusive of any applicable taxes but exclusive of any booking, collection or delivery fee.
4.2 The ticket holder has a right only to a seat of a value corresponding to that stated on the ticket. Please note that the seating plan provided at the time of booking is only representative of the auditorium and may alter to incorporate individual production staging requirements. Accordingly, we reserve the right to relocate your seats and provide alternative seats of no less value to those specified on your ticket. We will notify you if your original seat is affected by any alterations in seating arrangements.
4.3 At our discretion, changes may be made to the advertised programme owing to circumstances beyond our reasonable control. This includes the use of understudies.
4.4 Please check your tickets carefully on receipt and contact us immediately if there is a mistake.
4.5 Resale for profit: Tickets may only be purchased from the Rutland Open Air Theatre Box Office or our authorised agent the Stamford & Guildhall Box Office. We reserve the right to refuse to sell tickets to anyone we have reasonable grounds to believe is purchasing for the purposes of resale.
Unless given express permission by us, tickets may not be resold or transferred for profit or commercial gain. Any ticket in breach of these terms and conditions shall be void and its holder will be refused entry. If an event is sold out, we will try to resell unwanted ticket/s. If your tickets are sold on, an administration fee of £1 per transaction is charged for this service, and we will credit your customer account for you to use against a future purchase.
4.6 Charges and booking fees: Different booking fees and charges apply for tickets purchased online or over the telephone. Tickets bought online incur a £1 transaction fee. You may pay by credit/debit card, cash or cheque (made payable to South Kesteven District Council).
4.7 Delivery: Tickets will only be delivered to the billing address of the credit/debit card holder unless we specifically offer you the facility for tickets to be sent to an alternative address. There is a postage charge of 99p per booking. We cannot post tickets to you to an address outside the UK or if you completed your booking 14 days or less from the date of the show; in these circumstances, you may collect your tickets in person at the box office. Where tickets are collected in person at the box office, the cardholder must present the credit or debit card used to make the booking.
- REFUNDS, EXCHANGES AND RETURNS
5.1 Tickets may only be exchanged or refunded in the case of a cancelled show. However, refunds are not given for cancellation or abandonment of a show as a result of the weather (see section 5.7 about exchanging tickets for weather-related cancellations).
5.2 Our theatre is open air with a covered auditorium and open stage upon which our actors perform. Our lawns and grassed picnic areas are exposed with no shelter provided. Patrons accept that weather, climate, temperature and light conditions, which are beyond our control, are an integral part of the experience at Rutland Open Air Theatre and may impact on their visit.
5.3 While we will make every effort to complete each show, we reserve the right to stop and start the performance as and when necessary.
5.4 Performances will only ever be cancelled or abandoned in the rare event of very bad or adverse weather, where such weather is deemed by the management to pose a health and safety risk for our actors.
In any case, performances will never be cancelled before their advertised starting time.
5.5 In some cases, we may choose to delay the start time of a show for reasons including weather forecasts we may have received.
5.6 If a show is cancelled due to adverse weather conditions, we will announce this at the time of cancellation at the venue. We do not communicate cancellations to patrons who did not come to the venue or who have already left the venue. However, you will still be able to benefit from our policy for exchanging tickets following a weather-related cancellation (see section 5.7).
5.7 Exchanging tickets for weather-related cancellation:
5.7.1 If a performance is cancelled or abandoned due to the weather, you will be entitled to exchange your ticket for seats or spaces available with the nearest value to your original ticket (rounded-up) at any of the Stamford Shakespeare Company Productions.
5.7.2 Subject to availability: Your ability to exchange to a particular performance on a particular date and time will be subject to the availability of seats or spaces on that date and time. This will be assessed at the point when we are processing your request for an exchange.
5.7.3 Exchanging tickets: You can contact the Stamford & Guildhall Box Office either by telephone or by writing in the event that a show is cancelled or abandoned. The Box Office will have details on whether the performance in question was cancelled or abandoned due to adverse weather conditions. In all correspondence please state your original booking order number, name, address and preferred date you wish to exchange to.
5.8 Other cancellations and resales:
5.8.1 For non-weather related cancellations, only the face value of your ticket is refundable. This excludes any booking fees, delivery charges or other expenses incurred. In any event, personal arrangements including travel, accommodation or hospitality relating to the event which have been arranged by you are at your own risk and not refundable by us.
5.8.2 Void tickets are non-exchangeable and non-refundable (see section 8.1).
5.8.3 We can accept tickets for resale but we will only attempt to resell them once a show is sold out and cannot guarantee that they will be resold. An administration charge of £1 per transaction will be made.
5.8.4 Due to Covid-19 we have introduced a Flexible Ticketing Policy that will be in use until further notice.
In the unfortunate event of a performance being cancelled during the scheduled run this summer, due to the cast having to self isolate will offer you:
An exchange to a future date if available or a different performance, a full refund or the option to donate to the theatre.
- TERMS RELATING TO THE SALE OF AND FRIENDS OF STAMFORD sHAKESPEARE COMPANY MEMBERSHIPS ONLY
6.1 You have the right to cancel your memberships without giving any reason within 3 days and receive a refund within 14 days of the date of purchase.
6.2 Cancellation: To exercise the right to cancel, please let us know by doing one of the following:
6.2.1 e-mail firstname.lastname@example.org;
6.2.2 Telephone 01780 756133; or
6.2.3 In writing to our registered office is Tolethorpe Hall, Little Casterton, Stamford, PE9 4BH.
Please provide your name, home address, details of the order and, where available, your phone number and e-mail address. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.
6.3 Refund: If you cancel your membership, we will reimburse you the price you paid for the membership.
6.4 We will make any refunds due to you as soon as possible, and in any case not later than 28 days after the day on which we are informed about your decision to cancel this contract. We will use the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation of this contract, in comparison with the full coverage of the contract.
- AT THE VENUE
7.1 The management reserves the right to refuse ticket holders admission to the venue in reasonable circumstances, which include health and safety, environmental or security concerns, licensing reasons, or where a ticket is void. The management also reserves the right to request ticket holders to leave the venue at any point on reasonable grounds and may take any appropriate action to enforce this right without refund.
7.2 The use of cameras, recording equipment and mobile phones is not permitted in the auditorium.
7.3 You must comply with the instructions and directions given by theatre staff. See section 9 below for information relating to children.
7.4 We are not liable for any loss, theft or damage of your personal belongings, including vehicles, other than that caused as a result of our negligence.
7.5 Smoking is not permitted anywhere in the venue, including in the theatre grounds or auditorium. The use of e-cigarettes is permitted in the grounds, but not in the auditorium.
7.6 To allow you sufficient time to take your seats, the bar staff are asked to stop serving drinks five minutes prior to the show. You are welcome to take drinks into the auditorium in plastic cups only but we ask that you do not eat during the show.
7.7 In accordance with licensing regulations, you must be over the age of 18 to purchase and/or consume alcohol. You will need proof of ID if you appear to be under the age of 21. Off sales are not permitted.
7.8 Latecomers: We cannot guarantee that latecomers will be admitted, but will endeavour to admit them at a suitable point in the performance. Likewise, should it become necessary for you to leave the auditorium once the show has started, we will endeavour where suitable, but do not guarantee, to re-admit you at an appropriate point in the performance.
8.1 We reserve the right to add our own age restrictions and recommendations to any production; parents should check each production prior to booking. Age restrictions and recommendations for children may apply due to the nature and suitability of the show.
8.2 Children under the age of 3 will not be admitted to the auditorium.
8.3 Children aged 3 and over shall require their own ticket which shall be at full price if no child concessions are available at the time of booking.
8.4 At our discretion and in the interest of other patrons, parents with children may be asked to remove noisy children from the auditorium or the lawn.
8.5 Whilst age recommendations and restrictions may be placed on some productions, it is the responsibility of the parent/guardian in advance of purchase to make their own judgement as to the suitability of a show for their own child.
- CONTACT US
9.1 If you have any questions or complaints, please e-mail email@example.com or telephone 01780 754 381.
Alternatively you may write to our registered office at Tolethorpe Hall, Little Casterton, Stamford, Lincolnshire, PE9 4BH.