Last updated: 19 February 2021
These Terms and Conditions will be updated as and when appropriate, and you should check this page from time to time to take notice of any changes we have made, as they are binding.
To ensure the health, safety and wellbeing of our staff, artists and audience, we have put a number of COVID-safety measures in place, following Government guidance for theatre attendance at all times.
All tickets and discounts are subject to availability. The Orange Tree Theatre (OT) reserves the right to introduce discounts, price changes, artist and performance alterations without prior notification. Discounts and offers apply to full price tickets only with a maximum of one discount per ticket.
Please check carefully the date and time of your booking(s) as mistakes cannot be rectified at a later date.
The Management reserves the right to make any alterations to the advertised programme which may be rendered necessary by unavoidable cause.
Right of admission is reserved; if purchasing tickets which require identification, you are required to bring relevant ID on the night of the performance.
The OT reserves the right to place restrictions on the number of tickets purchased and to enforce this if you purchase more tickets over multiple transactions.
The OT reserves the right to refuse to sell tickets to anyone they believe to be purchasing for the purposes of resale. Unless given express permission by the OT, tickets may not be resold or transferred for profit or commercial gain. To do so will render tickets void and the holder will be refused entry.
In order to book tickets online, you will need to click a box to confirm your acceptance of these terms and conditions of sale. If you don't accept these terms, you will not be able to order tickets from our website.
All completed orders will be confirmed by email to the email address given while booking. If you do not receive a confirmation email within 24 hours, please log in to your account and check that the booking appears under ‘Orders’ as expected or email the box office [email protected]. Please check your tickets immediately upon receipt, as we cannot guarantee that mistakes can be rectified at a later time.
For all performances, E-tickets will be sent by email. These do not have to be printed - you can show them on your smartphone for us to scan on entry. Please ensure the brightness is turned up for the scanners to read the QR code.
In order to reduce queueing and minimise contact, we are not offering the option to collect tickets from the Box Office. For customers without an email address, paper tickets will be sent by post providing they’re booked one week in advance of the performance.
To facilitate social distancing, we have reduced the number of seats offered for sale. Available seats are arranged in fixed ‘bubbles’ of 1 to 4 seats, and each bubble is at least one metre away from the next. All seats in a bubble must be bought in one transaction - it is not possible to purchase only some of the seats within groupings.
You can only book tickets within these bubbles for people in your own household or support bubble, ie those with whom you are living or have formed a support bubble. If this does not apply to your group then you should book tickets separately to ensure social distancing.
We are supporting the NHS Test and Trace service in a bid to reduce the spread of infection and to save lives. As part of the booking process you will be asked to provide your contact telephone number, and to confirm this can be shared for the purposes of the Test and Trace service. All information collected for Test and Trace will remain securely on our ticketing system and will not be used once 21 days have elapsed after the event.
On arrival, please check your tickets for your seat number(s) and follow signage to the entry point. You may be asked to arrive at an allotted time to ease congestion in the building. We will send out information on this in advance of your visit. You may be asked to queue outside before entry.
In line with Government guidance, face coverings must be worn throughout your visit to the Theatre. You will not be required to wear a face covering if: you have a physical or mental illness or impairment, or a disability that means you cannot put on, wear or remove a face covering; or putting on, wearing or removing a face covering would cause you severe distress. Please inform us when booking if you are exempt.
Please don’t bring any large bags to the theatre. There is no cloakroom. You must keep belongings with you at all times.
Refunds due to COVID-19
In the event of a performance being cancelled due to COVID-19 we will offer all bookers the option of a full refund.
If you or a member of your party are unwell and unable to attend a performance at the Theatre, please let the Box Office know by emailing [email protected] and we will be happy to offer you credit for future bookings, valid for two years. This must be done no later than 6pm on the evening prior to the performance.
Please do not attend 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.
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.
We hope you have an enjoyable visit but if you do have any concerns, members of staff will be on hand to help you.
Refunds, returns and exchanges
Tickets may be exchanged for another performance of the same production (subject to availability), on condition that your exchange can be processed at least 48 hours before the performance (7 days for group bookings). An exchange fee of £2.00 per ticket will be charged (free for Members and Patrons). Please email [email protected] to arrange an exchange.
In the event that the OT or the relevant Third Party is unable to perform on the date(s) agreed because the performance in question is no longer available or viable, or is abandoned when less than half the performance has taken place, the OT will refund to you the face value of the tickets purchased (excluding any delivery charges or ancillary expenditure incurred). Where a performance has been cancelled or abandoned when more than half of the performance has taken place the OT may, at its discretion (and provided any relevant Third Party agrees), refund to you the face value of the tickets purchased (excluding any delivery charges or ancillary expenditure incurred).
In the event that the OT is unable to perform or deliver a session or event on the date(s) agreed because an event is no longer available or must be abandoned, the OT will endeavour to reschedule the affected session(s), we will inform you of this as soon as possible. If you are unable to make the rescheduled date, or should rescheduling not be possible, we will issue a full refund for the event / session (excluding any delivery charges or ancillary expenditure incurred). For these purposes an event or session shall not be treated as abandoned if it is discontinued after one half of the event or session has been completed.
Refunds will only be paid to the person who purchased the tickets, and to the payment method originally used. We will endeavour to contact you as soon as possible using the details provided at the time of booking, or that we hold for you on our database. It is your responsibility to update us of any changes in contact details.
As the Management reserves the right to make any alterations to the advertised programme which may be rendered necessary by unavoidable cause, no refunds will be given in the event that a named performer is unable to appear.
If the production is sold out, we can accept tickets for resale. However, we do not guarantee that tickets can be sold and the OT reserves the right to sell other seats before resales. If successful, we will arrange a refund for the face value of the ticket minus a £2.00 per ticket handling charge. While operating with a reduced capacity due to COVID-19, we can only accept tickets for resale if all tickets within a Household Bubble are returned. We cannot resell partial Household Bubbles. It is not possible to exchange other tickets for tickets being offered for resale.
We will not be liable for any failure to perform, due to Events outside of our reasonable control (Force Majeure). Such events includes any act, Event, omission or accident beyond our reasonable control and includes such things as: terrorist attack, fire, flood or natural disaster, epidemics, impossibility of the use of means of public or private transport, or public or private telecommunications networks or the threat of any of these things. If we have to cancel a performance or abandon it part way through due to such events, our obligations to you are deemed to be suspended for the period that the Force Majeure Event continues.
We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations may be performed despite the Force Majeure Event.
Under 30s Tickets
Under 30s tickets can only be used by people aged 29 or under. When your ticket is scanned at the performance, you must show with a valid ID as proof of age for each Under 30s ticket booked. We accept a valid passport, driver’s licence, birth certificate or a PASS-approved card. We reserve the right to refuse admission if these tickets have been incorrectly purchased.
There are strictly no latecomers admitted.
The bar will not be open due to Covid restrictions.
Smoking inside the buildings is prohibited, as is taking of photographs and use of recording equipment.
Mobile devices must be switched off, or on silent with vibrate disabled, when inside the auditorium.
We may film some performances to live-stream to a wider audience, or take photographs or record film for archive, publicity or marketing purposes. We will always place signage in the area if there is a photographer or filmmaker present. Buying a ticket affirms your consent to the filming, sound recording and/or photography of yourself as a member of the audience and its use in archive, publicity, marketing, live-streams and any subsequent broadcasts and/or publication.
The OT does not permit dogs into the Theatre, foyer or bar, with the exception of assistance dogs.
The OT cannot be held responsible for the loss or damage to your personal property whilst at the venue.
Any aggressive or abusive behaviour directed towards our staff or members of the audience will not be tolerated and anyone displaying such behaviour will be asked to leave. We consider abusive language (whether verbal or written) including threats, personal verbal abuse, derogatory remarks, rudeness, inflammatory statements, remarks of a racial or discriminatory nature and unsubstantiated allegations to be abusive behaviour.
Children will not be admitted to the auditorium. Exceptions to this rule can only be made if the OT advertises the production as a family show suitable for young children of that age, in which case the advertised ticket prices and concessions will apply. Please check with the Box Office or the show pages on the website for recommended age guidance on productions.
We may conduct random bag searches. We advise not bringing large bags or suitcases to the theatre as there is no cloakroom to store them in.
The copyright in the material contained in the Orange Tree Theatre’s website belongs to the OT except where it is stated otherwise. All rights are reserved by the OT. Except solely for your own personal and non-commercial use in accordance with the law, no part of this website may be copied, performed, published, broadcast or adapted in any other medium without the prior written permission of OT.
The OT’s website may contain links to websites operated by parties other than us. The operation of such websites is outside our control and you proceed at your own risk.
Duration and activation of Membership
Membership lasts for one year from the date of purchase. The price of membership will be quoted on our website and may be subject to change.
Memberships purchased online, over the phone or via the Box Office are live with immediate effect. Memberships purchased by Direct Debit are active within 1 working day of our receipt of a completed Direct Debit mandate. Membership correspondence will be communicated to you by email or second class post. Once processed and/or posted, we will assume that you have received your confirmation email or letter. Please contact the Development Team if you have not received it within 14 days of your membership becoming active.
Memberships are for personal use only and are not intended for businesses or transferable to another person.
We claim Gift Aid on the donation portion of Memberships. To find out what proportion of your Membership counts as a donation, please contact the Development Team.
Membership can be purchased as a gift. Please purchase online or contact the Box Office or Development Team if you would like more information.
We will contact you the month before your membership is due for renewal, detailing any further actions you may need to take in order to renew your membership.
Direct Debits are taken on the first working day of the month. All Orange Tree Theatre memberships are annual. If you cancel your Direct Debit before paying your annual membership fee in full, we will contact you to pay the difference of any Members’ discounts applied. This includes tickets purchased within the membership’s priority booking period, and / or any other membership-related benefits that were taken up.
For membership renewals via Direct Debit, we will give you a minimum of 10 days’ notice of your next payment. If your Direct Debit payment is rejected or cancelled, we will contact you to arrange alternative payment.
Conditions of refunds of membership
If you change your mind about becoming a Member, you may request a refund if you notify the Development Team in writing within 14 days, provided you have not used any of the benefits associated with the membership, including priority booking and / or discounts. If you have accessed any of the benefits associated with the membership a refund will not be granted.
We reserve the right to amend the Terms and Conditions of the Membership scheme at any time.
On occasion the OT may act as a ticket agent to sell tickets on behalf of another company, organisation or promoter. Once purchased, tickets for third party events cannot be exchanged, returned or resold. Any enquiries relating to third party events should be directed to the relevant organisation.
You may complain to the Orange Tree directly by contacting us using the details set out above. If you wish to make a complaint (including a complaint about fundraising activity) which does not directly relate to your data protection and privacy rights, you can do so by emailing [email protected] , telephoning our administrative office on 020 8940 0141, or writing to Orange Tree Theatre, 1 Clarence St, Richmond TW9 2SA.
If you are not happy with our response to your complaint about data protection, or you believe that your data protection or privacy rights have been infringed, you can complain to the UK Information Commissioner’s Office which regulates and enforces data protection law in the UK. Details of how to do this can be found at www.ico.org.uk
Whilst the Orange Tree Theatre has made every effort to ensure that all information, including ticket prices and performance times, contained within this website is correct at the time of going live, to the extent permitted by law Orange Tree Theatre Ltd shall not be liable to any person for any loss or damage whatsoever, which may arise from any reliance upon, the use of or any dealings with any of the information contained in this website.