Booking Information

Terms & Conditions

Refunds and Exchanges

  • Tickets are non-refundable unless the event has been cancelled, in which case we will issue a refund to your original payment method.  If an event is postponed, or rescheduled by the venue or promoter, and you are unable to attend on the new date, you can request a refund. Request for refunds must be made within 28 days of your notification email being sent.
  • Personal expenses including but not limited to travel and accommodation are booked at your own risk and will not be compensated.
  • Please note postage fees are non-refundable.
  • If you take the Secure My Booking ticket protection this fee is non-refundable.
  • In the event of a sold-out show, we can offer to re-sell your unwanted tickets to our waiting list.  We may refund you minus a fee of £1 per ticket.
  • Once booked, if you wish to move your seats you will be charged a fee of £1 per seat. Please note this must be for the same production.

Looking to apply for a refund?

  • If your performance has been cancelled or rescheduled by the theatre, please complete the refund request form here.
  • If the event is still going ahead but you have Secure My Booking ticket protection, apply for a refund directly with Secure My Booking.  Click this link to apply: www.ticket-refunds.com.

Secure My Booking - ticket refund protection  

  • For a worry-free ticket purchase, you may choose to opt into the SecureMyBooking ticket refund scheme. You can obtain a refund if you’re unable to make it to your event for the reasons set out in their terms and conditions.
  • For just £2 per ticket you will be able to recoup 100% of the paid ticket price (including fulfilment and administration fees) if you are unable to make it to your event.
  • Just add to the basket when you check out or ask the Box Office to add this if booking in person or over the phone. Please note this per ticket fee is non-refundable.

What’s covered? 

  • Death/accident/illness to the ticket holder
  • Illness from COVID, government-mandated self-isolation, local lockdowns
  • Death of ticket holders immediate family
  • Adverse weather
  • Travel delays
  • Burglary, flood or fire at their home

Plus much more!

Visit SecureMyBooking.com for the full terms and conditions.

Credit

  • Credit will remain on your Camberley Theatre account for 12 months before expiring.
  • If you have credit with us, this can be redeemed online, in person or over the phone. It can be used as full or part payment towards tickets for any of our shows.

Installment Plans (PantoPay)

  • For any orders cancelled during the period of the installment plan, payments taken will be credited to the customers account.  These payments cannot be refunded.
  • Final payments must be received 4 weeks prior to the performance date.
  • Once the final payment has been made, our usual refunds and exchanges policy will apply.

Ticketing and Payments

  • We accept all debit/credit cards except American Express. Cheques should be made payable to Surrey Heath Borough Council.
  • All ticket prices are inclusive of booking fees and levies.
  • We charge a £2 postage fee but we do not post tickets within 7 days of the show. Please note postage is only available to UK addresses. Tickets are free to collect from the Box Office or you can use the E-Ticket option and show your tickets on your phone. (You can find the E-Ticket option in your account when you log into the website). Theatre Club Members do not pay postage fees. Click here to find out more about the Theatre Club.
  • It is your responsibility to check your tickets; mistakes cannot always be rectified.
  • On the day of a performance, all customers with a mobile number on their account will receive a text message from us with a link to their e-ticket. This will contain FAQs, a map to find the venue and will allow you to order interval drinks. You can show these mobile tickets on entry to the Auditorium when you arrive. This text will come from ‘C Theatre’.

Right of Admission

  • We reserve the right to refuse any ticket holder admission to (and/or eject them from) a performance at our managements discretion. This is to ensure the safety of our customers and staff. No refunds will be offered to customers who are refused entry or rejected in such circumstances.
  • Late comers will only be admitted into the venue if there is a suitable break in the performance. Latecomers not admitted are not entitled to a refund. Please allow sufficient travelling time to the venue.
  • Only food and drink purchased on the premises may be consumed in the venue.
  • Tickets purchased or reserved cannot be resold for commercial gain and we reserve the rights to cancel any tickets that are being sold by unauthorised third parties without notice or refund.
  • Children 16 years and under must be accompanied by an adult aged 18 years and over.

Opening Times

  • Our Box Office phones are open Monday to Friday, 10am-5pm.
  • Our Box Office is open for in person bookings, Monday to Friday 12noon-4pm.
  • When there is a show, the Box Office stays open until 30 minutes after the show starts. Please note our phone lines close one hour before the performance starts.
  • We are closed Saturdays, Sundays and Bank Holidays unless there’s a show. In this instance, the Box Office opens 90 minutes before the show starts.

Reservations

  • Theatre Club members may reserve tickets for 7 days. We also offer extended reservations for large groups and schools.
  • Reservations are not available for general sale tickets and may not be offered for near sell-out shows.
  • View more information on Group Bookings.

Concessions

  • Ticket prices are set by the Promoter so this means not all shows carry a concession price.

  • Discounts are available on selected shows for the following groups: 

    • Children under 16
    • Seniors over 60
    • Full Time Students 

    Please bring proof of status to the Box Office to collect your tickets.

Access

Sold Out Shows & Events

  • If a show or event has sold out it is worth contacting the Box Office and ask to be added to the waiting list.
  • In the event of additional seats being made available we will contact the waiting list before releasing for general sale. For more information please email camberley.theatre@surreyheath.gov.uk.
  • We do not recommend using third party sites to buy tickets - always book directly with us. 

Seating

  • Tickets for most of our shows are allocated seating. You will be allocated a particular seat in a particular row. You can choose your seat when booking depending on availability.
  • Once booked, if you wish to move your seats you will be charged a fee of £1 per seat. Please note this must be for the same production.
  • Occasionally for operational or safety reasons it may be necessary for us to move your allocated seat. In this instance we will attempt to move you to the nearest suitable alternative.
  • For events in our Function Room that offer unreserved seating this is on a first come, first served basis.
  • During concerts, other audience members may stand up in front of you. Refunds or compensation will not be offered if your view in this way or otherwise is disturbed by audience members exiting/re-entering the Auditorium.

Theatre Club Membership

  • Membership is for an annual period and is non-refundable.
  • The membership benefits include priority booking on some events. A limited amount of priority tickets may be available and membership does not guarantee availability.
  • Membership discounts may not be available on all shows.

Photography

  • Please note unauthorized photography, filming/ streaming and audio recording is strictly prohibited.

Customer Care Values

  • We value our team and expect that you will treat them with the same respect that you would expect from us.
  • Aggressive, rude or unpleasant behaviour and language will not be tolerated.

Babes in Arms Policy

  • A ticket must be purchased for any child over 18 months old.
  • For younger customers we have a limited number of booster seats available. Priority is given to those in rows AA-C.

Complaints & Feedback

  • If you are unhappy with your experience on the night, please inform venue staff immediately as issues cannot be resolved after the event.
  • If you have a further comment to make please contact us. Email: camberley.theatre@surreyheath.gov.uk.

Data Protection

Published Information & Pricing

  • All information is correct and up to date at the time of print but changes do occasionally occur. We reserve the right to change the advertised programme without notice. We also reserve the right to make ticket offers to selected customers at any time.
  • Ticket prices are subject to change and Camberley Theatre reserves the right to change the prices of Tickets and/or introduce discounts/special offers which cannot be retrospectively applied to tickets already purchased. All discounts/special offers are offered subject to availability and therefore tickets may not always be available at all advertised prices.

Exclusion of Liability

  • We do not accept liability for any loss or damage that you suffer as a result of using this site.
  • Nothing in these terms exclude or limit liability for death or personal injury caused by negligence which cannot be excluded under the law of the United Kingdom.

Law & Jurisdiction

  • These terms of use are governed by English law. Any dispute arising in connection with these terms of use will be subject to the exclusive jurisdiction of the Courts of England and Wales.