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Terms & Conditions

We’ve tried to keep this simple and easy to read, while covering the key things you need to know.
For full Terms & Conditions, head here (all ticket, membership and voucher purchases are subject to these terms)

Before You Book

Tickets & Booking

  • All tickets are subject to availability.
  • It is your responsibility to check your ticket as mistakes cannot always be rectified after purchase. Please check your tickets on receipt carefully and contact us immediately if there is a mistake.
  • Your ticket will usually be sent as an e-ticket by email.
  • You’ll need a valid ticket to gain entry.
  • Tickets that are copied, damaged, altered, or bought fraudulently may be cancelled.
  • We can’t always replace lost or stolen tickets.

Prices & Discounts

  • Discounts and concessions are subject to availability.
  • Only one discount can be used per ticket.
  • Young Storyhouse discounted tickets are only valid for the named member, and proof of age may be requested.

Access Requirements
If you have any access requirements, please let us know when booking so we can help make your visit as comfortable as possible. Find out more about our access register here.

Children & Young People

  • Children under 12 must be accompanied by someone aged 18 or over (regardless of BBFC film classification).
  • Children aged 12 months and over require their own ticket unless otherwise stated.
  • Babies under 12 months may attend suitable performances free of charge.
  • Children must be supervised at all times (at least 1 adult per 10 children).

 

Storyhouse Membership
Membership benefits are non-transferable and may include:

  • discounted tickets
  • priority booking
  • free exchanges
  • food and drink discounts

Storyhouse reserves the right to amend, suspend, or withdraw membership benefits at any time without prior notice.

Memberships will renew automatically (each month or year as selected), with the renewal payment processed one day before the current subscription expires as long as you have a valid, saved card.

All payments are non-refundable. Once a payment has been processed, no refunds will be issued for that billing period.

 

Gift Vouchers

  • Vouchers are valid for 12 months from the date of issue
  • Unused balances stay available until expiry
  • Expired vouchers cannot be extended

If Your Plans Change

Exchanges
If you can no longer attend, contact us at least 36 hours before the performance and we’ll do our best to help.

Depending on the event, we may be able to offer:

  • an exchange into another performance of the same show
  • account credit (less booking fees)
  • ticket resale through our official resale system

Standard exchanges may include a £2.50 fee.

Ticket Resale
For sold-out performances, we may be able to resell your tickets on your behalf.

  • If your tickets resell, you’ll receive account credit for the ticket value.
  • Booking fees are non-refundable.
  • If the tickets don’t resell, we can’t offer credit or refunds.

Once tickets are listed for resale, the original tickets become invalid and cannot be listed by yourself on another resale platform.

Cancelled or Rescheduled Events
If an event is cancelled, rescheduled, or subject to a material change (the use of understudies is not a material change), we’ll contact customers where possible using the details provided at booking.

In these circumstances, you will be refunded to the original payment method the ticket value and booking fee (excluding ticket protection).

Storyhouse is not responsible for travel or accommodation costs.

Outdoor Performances & Weather
At Grosvenor Park Open Air Theatre, performances may be delayed, paused, or restarted due to weather for up to one hour without being cancelled.

Please allow extra flexibility for travel and parking arrangements.

During Your Visit

Arrival & Late Entry
Please allow enough time to arrive before the performance starts.

Latecomers will be admitted at a suitable break in the performance where possible, but this cannot always be guaranteed.

Behaviour & Safety
We want everyone to enjoy their visit safely and comfortably. During your visit you must:

  • follow instructions from staff
  • respect other audience members
  • behave responsibly while visiting Storyhouse

We may refuse entry or ask customers to leave if behaviour is unsafe, disruptive, abusive, or affected by excessive alcohol or drugs.

No refunds will be given in these circumstances.

 

Phones, Recording & Photography

  • Mobile phones must be switched off or silenced during performances.
  • Recording or filming performances is not permitted.
  • Audience members may occasionally be photographed or filmed for promotional purposes.

Food, Drink & Prohibited Items
Please do not bring:

  • illegal substances
  • weapons or sharp objects
  • fireworks or flares
  • alcohol

Smoking and vaping are not permitted inside the venue.

Bag checks may take place during your visit.

Your Belongings & Personal Arrangements
Customers attend events at their own risk.

Storyhouse is not responsible for:

  • lost belongings
  • travel or accommodation costs
  • circumstances outside our reasonable control

Nothing in these terms affects your statutory consumer rights.

Need Help?
If you have any questions, our team will be happy to help.

01244 409113
hello@storyhouse.com