Terms and conditions

TERMS AND CONDITIONS

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 Conditions 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.

If you have any questions about our Terms & Conditions, please contact us at enquiries@lyric.co.uk.

These terms and conditions were updated on 26 April 2024.

 

PURCHASING
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.

Tickets – conditions of sale
The Lyric reserves the right to:

1. Refuse admission to a performance where latecomers may not be admitted.
2. Refuse use of any camera, audio or visual recording equipment on the premises.
3. Restrict the consumption of alcohol to permitted licensed areas only.
4. Refuse the ticket holder entry to the premises and request the ticket holder to leave the premises.
5. Make any alterations to the cast, performance or seating that may be rendered necessary.
6. 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.
7. Not accept responsibility for any loss or damages to person or property on or around the venue.
8. Refuse the ticket holder admission to a performance if the ticket has been sold for commercial gain.
9. Film audience members for commercial or archive purposes.
10. Refuse admittance to the theatre if the ticket holder has not read and agreed to our Terms & Conditions before entering the building.

Reservations and Group Bookings
We are unable to make an unpaid reservation for individual tickets. All tickets must be paid for in full at the time of booking.

If booking for a group of 20+ or a schools booking (for applicable performances) we may agree, at our discretion, to reserve your requested tickets for future payment. These reservations are only confirmed on receipt of a 20% deposit, to be paid within 5 working days of the invoice, and must be paid in full by ten working days before the performance date at the latest. The Lyric Hammersmith Theatre reserves the right to cancel any unpaid reservation with five working days’ notice. For any questions about Schools bookings, email schools@lyric.co.uk and for groups, email tickets@lyric.co.uk.

Refunds, Exchanges & Cancellations
We are unable to offer a refund on your tickets if you are no longer able to attend. If a performance is going ahead as originally advertised, once payment has been received, all tickets are non-refundable.

However, the Lyric will exchange tickets for another performance of the same production on a different date/time, subject to availability. You must contact the Lyric Box Office at least 24 hours before your performance time. There is a £2 admin fee for this service.

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 at least 24 hours before your performance time.  Credit will be valid for a year from issue date, and any credit not used within that time period will be assumed to be a donation to the Lyric.

If a performance has to be cancelled or postponed and your booking cannot be exchanged, we will provide credit to your account or a full refund of the ticket value via the original payment method. Please note, we do not provide compensation or reimbursements for any other expenses incurred due to a show being cancelled.

Re-sales
If a performance is sold out, please send an email to tickets@lyric.co.uk if you would like to be added to a waiting list for returns. If any tickets are returned before 10am on the day of the performance, those on the waiting list will be contacted first for the opportunity to purchase.

If a performance is sold out and you are no longer able to attend the performance, please send an email to tickets@lyric.co.uk to discuss the possibility of putting your ticket up for re-sale. A re-sale is not guaranteed but if successful, the total cost of the tickets, minus a £2 admin fee, is returned to you via your original payment method on the next working day.

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. This includes tickets sold via a secondary selling site (e.g. StubHub, Viagogo, eBay). Failure to comply will make your transactions void and the Lyric Hammersmith Theatre will reserve the right to sell these tickets on to another customer.

Ticket Agents
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.

If you have purchased your tickets to the Lyric Hammersmith Theatre via one of our authorised ticketing agents such as Official London Theatre, London Theatre Direct, TodayTix, See Tickets; please contact them directly for any amendments to your booking.

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.

Access Bookings
In order to receive the most comprehensive service, we ask that you contact the Box Office on 020 8741 6850, or via email at access@lyric.co.uk. 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.

Tickets for Classes
The Lyric and our delivery partners offer a wide range of weekly classes and holiday programmes throughout the year, all of which can be found here.

All classes are booked per term or for the full duration of the project rather than per individual class to allow the Lyric and its partner’s stability in planning.

For classes led by the Lyric, credit and refunds are accepted and are calculated based on the remaining number of classes left in the term which are refundable. The Lyric requires at least 2 working days’ notice to process any requests for credit and/or refunds. If requests are made less than 2 working days in advance, we are unable to process these.

For classes led by delivery partners, refunds are at the delivery partners’ sole discretion and the Lyric will contact them directly for their decision.

All tickets for classes are non-transferrable to other people and are non-transferable across future terms due the nature of classes changing on a term to term basis.

If, for whatever reason, a class is cancelled or rearranged the Lyric and its partners will contact you via email with as much notice as possible.

For specific classes, we have a limited number of bursary places available; this will be clearly stated on the individual class webpage. All bursary places are given for the current term of classes only, on one class per young person. If a young person wishes to continue, the bursary place must be reapplied for.

Ticket Delivery
We are no longer issuing or delivering paper tickets. All tickets will be issued as digital e-tickets, which will be emailed to you when you book. You will need to present your ticket on a mobile device, tablet or as a print-out in order to gain access.

If you are unable to purchase your tickets online, or unable to receive e-Tickets, please contact the Box Office on 020 8741 6850.

 

YOUR VISIT
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 in our theatres or the Lyric Bar, including the partitioned area of the Roof Garden designated for use by the Lyric Bar.

The Lyric is a licensed premises and thereby operates under the legislation of the Licensing Act 2003.

All alcoholic drinks purchases are for consumption on site.

Challenge 25 is operated at the Lyric, encouraging anyone who is over 18 but looking under 25 to carry acceptable ID when purchasing alcohol.

The Lyric reserves the right to refuse the service in its licensed premises. Reasons for refusal include but are not limited to: a valid ID not being able to be shown, the customer appears to be intoxicated and/or is displaying inappropriate behaviour, a suspicion of alcohol being purchased for a minor.

Customers for our Main House and Studio performances are able to purchase and pre-order their drinks and selected refreshments in advance via the link in their pre-show email and text message. Should a performance be cancelled, customers will receive a refund for their purchases via the online point of sale. It is not possible for pre-ordered drinks and refreshments to be transferred to another performance date nor for refunds of these purchased items to be processed from the Lyric in person.

All discounts and promotions are subject to availability and may be withdrawn without notice. Items as part of multi-buy promotions may not be subject to substitutions and those involving alcohol will only be available to customers of 18 years and over.

The ground floor café is operated by Outsider Tart and is an independent operator to the Lyric. All seating within the premises is for the sole use of customers of Outsider Tart.

Cloakroom
Our cloakroom service will be available during performances.  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.

Latecomers & Readmittance Policy
The Lyric Hammersmith Theatre reserves the right to deny access to the theatres to any latecomers, unless a suitable point in the production has been deemed appropriate. If we are able to seat you at a pre-arranged latecomers point, please note that we will not be able to guarantee access to the exact seats booked.

Audience members who leave the auditorium once the performance has started may be asked to wait until an appropriate moment in the performance to be re-admitted. If there is no appropriate moment or admittance will cause disruption, re-admittance may be refused. No refund or exchange will be offered in this instance.

Children
Under 14s must be accompanied by a full paying adult. Recommended age guidance for each show is published on the relevant production page.

Under 5s will not be admitted to a show unless specified in the age guidance, with the exception of Chilled Performances which are suitable for parents/carers with babes-in-arms. Such performances are clearly signposted at the point-of-sale.

For children’s performances, all children over the age of 18 months must have a valid ticket.

Donations
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.

Complaints
Please refer to our Customer Complaints and Feedback Policy for more information how the Lyric Hammersmith Theatre will handle incoming customer complaints or feedback from the public.

We are a member of the Society of Ticket Agents and Retailers (STAR). If you have a complaint which you are unable to resolve with us, please visit the STAR website for advice.