The Lyric Hammersmith Theatre is committed to being a safe and welcoming environment for all visitors. As such, we ask that you read these Terms and Condition, and the Tickets Conditions of Sale, before you purchase your tickets. We reserve the right to refuse entry to the theatre for any ticket holder who has not read and agreed to these terms.
These terms and conditions were updated on Monday 19 July 2021
SAFETY AND WELLBEING
We have been awarded the 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. You can find out more about the measures theatres have taken here: https://officiallondontheatre.com/see-it-safely/
All tickets sold for Heart of Hammersmith are subject to social distancing measures, and are separated by distances of one metre plus. Once you are in the auditorium you must remain in the seat in which you are booked, and we ask that you arrive at the Lyric and take your seats at the allocated time to prevent unnecessary queues.
Tickets are being sold in seated groups of one and two.
Face covering & Cleaning
All audience members are requested to wash their hands at the sanitation stations provided at the foyer when they enter the building. We have more sanitation stations throughout the building.
Out of respect for fellow audience members and the company we encourage all audience members to wear a face covering when sat in the theatre, unless exempt. All members of staff will be wearing masks in the building.
We have increased our cleaning rotas to cover all surfaces: the auditorium will be cleaned before every performance, and deep cleaned in the morning of every performance day; the toilets are cleaned at regular intervals throughout the day; and all surfaces are frequently cleaned while the building is open as required.
Test & Trace
We continue to take the contact information for the named ticket holder at the point of booking. When you attend the theatre you will also have the option to check into the venue using the NHS test and trace app – our venue QR code will be at the main entrance.
If you are feeling unwell, you can request an exchange of your ticket for another performance, or for credit to be redeemed at a future date, if you make the request by 10am on the date of the performance. If you begin to feel unwell after this time, please contact the Box Office on 020 8741 6850.
We reserve the right to refuse entry to the building if you are displaying any signs of Covid-19 symptoms.
Please do not attend the theatre 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; or
- have been instructed to self-isolate.
If you have any questions, or if there is anything you are uncertain about, please do contact the Box Office on 020 8741 6850 or at firstname.lastname@example.org.
Any purchase of tickets is only valid when processed by us or an agent authorised by us. We are not responsible for any tickets that have been sold through unauthorised methods. By making a purchase you warrant to us that all details supplied by you are true and accurate. If you are under 18 years of age you may purchase tickets only with the involvement of your parent or guardian.
We will exchange tickets for free for another performance for the same production on a different date/time if you contact the Box Office by 10am on the original performance date.
Refunds & Cancellations
If a performance has to be cancelled or postponed and your booking cannot be rescheduled, we will provide a full refund of the ticket value via the original payment method. If a performance is going ahead as originally advertised, once payment has been received all tickets are non-refundable.
If you are unable to attend a performance and cannot exchange for another date/time, we can exchange the value of your tickets for credit to be redeemed against future Lyric Hammersmith Theatre productions. You will need to contact the Box Office by 10am on the original performance date. Credit will be valid for a year from issue date, and any credit not used within that time period will be converted into a donation for the Lyric Recovery Fund.
If a performance is sold out, please send an email to email@example.com if you would like to be added to a waiting list for returns. Any tickets returned before 10am on the day of the performance will be sold to anyone on the waiting list.
The Lyric Hammersmith Theatre reserves the right to refuse the ticket holder admission to a performance if the ticket has been sold for commercial gain.
In order to receive the most comprehensive service, we ask that you contact the Box Office on 020 8741 6850, or via email at firstname.lastname@example.org. You can also contact us via Relay UK (formerly Next Generation Text Service) on 18001 020 8741 6850. Please feel free to contact us if you have any questions that are not answered in the online booking journey.
We are currently only able to offer tickets as e-Tickets. If you are unable to purchase your tickets online, please contact the Box Office on 020 8741 6850.
Paying with Theatre Tokens
Unfortunately, we cannot accept payment by Theatre Tokens online. Please call the Box Office on 020 8741 6850 to book your tickets using Theatre Tokens.
Tickets can be reserved for schools or groups of 10+, but for socially distanced performances groups will need to be seated separately. Please call the Box Office on 020 8741 6850, or send an email to email@example.com, to explore the options available.
Smoking is not permitted anywhere in the building.
The use of photographic or recording equipment is not permitted within the building.
Mobile phones, pagers, watches and other portable electrical devices must be silenced, including vibration functions, before entering the auditorium.
Food & Drink
With the exception of bottled soft drinks, no food, alcohol or hot drinks purchased elsewhere can be consumed on the premises.
We are not able to provide a cloakroom service at this time. Please do not bring anything bigger than a large handbag or rucksack. Anything larger than that cannot be stored in the building, and you may be refused entry.
We are currently unable to allow admission into the auditorium once a performance has started. All tickets have a timed entry slot – if you are unable to arrive at the Lyric Hammersmith Theatre in time for your allocated slot, we will endeavour to ensure you can still take your booked seats.
We are currently unable to allow re-admission into the auditorium once a performance has started.
Children under 5
Under 5s will not be admitted to a show in the Main House unless the show is specifically advertised as a family show. For children’s performances all children over the age of 18 months must have a ticket.
Under 14s must be accompanied by a full paying adult.
The Lyric Hammersmith Theatre does not charge a mandatory booking fee. As an alternative, we ask all audience members to consider making a donation.
When booking tickets it is possible to make a donation to the Lyric which will be added to your order total. If you wish to make a donation please let the Box Office Assistant know during your call or add an amount to your basket online.
As a registered charity the Lyric relies on the investment of our generous donors in addition to revenue from the Arts Council and ticket sales.
It is possible to Gift Aid any donation that you give. If you wish to Gift Aid your donation please click the relevant tick box on the Donation page.
The Lyric is a fundraising charity that seeks and secures donations from the public in support of its work. If you have a complaint about our fundraising practice, or about the way we have gone about fundraising from you, we would like to hear from you. Our fundraising complaints procedure can be found here. Please get in touch if you’d like to request a copy of our fundraising policy.
The Lyric strives for best practice in fundraising and is registered with the Fundraising Regulator.
Tickets – conditions of sale
The Lyric Hammersmith Theatre is committed to providing a safe and welcoming space for all visitors. If you have any questions about our conditions of sale, please contact us at firstname.lastname@example.org.
If you are unable to use your ticket, you may exchange it for another show or for credit if you contact us by 10am on the day of the performance it has been issued for. We are only able to offer refunds in the event of a performance being cancelled or rescheduled.
The Lyric reserves the right to:
- Refuse admission to a performance where latecomers may not be admitted.
- Refuse use of any camera, audio or visual recording equipment on the premises.
- Restrict the consumption of alcohol to permitted licensed areas only.
- Refuse the ticket holder entry to the premises and request the ticket holder to leave the premises.
- Make any alterations to the cast or performance that may be rendered necessary by illness or other unavoidable causes.
- Cancel or abandon a performance for any reason beyond the Lyric’s control without notice and without being liable to pay compensation or damages. A refund may be made to patrons at the Lyric’s discretion.
- Not accept responsibility for any loss or damages to person or property on or around the venue.
- Refuse the ticket holder admission to a performance if the ticket has been sold for commercial gain.
- Film audience members for commercial or archive purposes.
- Refuse admittance to the theatre if the ticket holder has not read and agreed to our Terms & Conditions before entering the building.