Terms and Conditions

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Ticketing Terms and Conditions

Please read these Terms and Conditions carefully before you complete your order.

These terms and conditions should be read in conjunction with the venue’s conditions and regulations, which are available on request from the venue. In the event of any inconsistency between the terms, these terms shall prevail.

  1. Who you are purchasing from

All tickets sold via tickets.deadlies.co.uk are sold by RED Entertainment of RED ENTS LTD, a company registered in England (Company No. 09587390) and having its registered office at: 1st Floor, Healthaid House, Marlborough Hill, London, HA1 1UD

You can contact us by emailing us at tickets@redentertainment.co.uk or writing to us at Dead Lies, C/O RED Entertainment, 32 Bloomsbury St, London, WC1B 3QJ

  1. Key terms

Customers purchasing tickets for Dead Lies must be 18 years or over and have a valid credit or debit card issued in their name. All purchases are subject to the payment transaction going through successfully.

Once your order has been successfully processed you have no right of refund, return or exchange other than as set out in section 8 and 15.

It is strictly prohibited to attempt to obtain any tickets through any automated device or software, or any other illegal or unauthorised means. We reserve the right to cancel any orders we reasonably believe to have been made fraudulently or are in breach of these Terms and Conditions, without any notice to you.

  1. Customer data

RED Entertainment is responsible for the operation of the Dead Lies website and is the data controller for all personal data collected on Dead Lies, including data relating to your purchase of tickets. RED Entertainment will handle your personal data in accordance with its Privacy Policy. It reserves the right to make changes to these policies.

Your data will be processed by Tixtrack Inc, our ticketing software provider. RED Entertainment has engaged Stripe to securely process all payment transactions on Dead Lies. Stripe is the data controller of your payment card data including but not limited to your name, the card’s sixteen-digit card number, expiry date and three-digit security code. This information is stored and processed by Stripe in accordance with Payment Card Industry Data Security Standards.

  1. Tickets

All tickets are sold subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with us prior to purchase, as purchase of tickets constitutes acceptance of these Terms and Conditions. A valid ticket must be produced to get into the performance. Removing any part of, altering or defacing the ticket may invalidate your ticket.

It is your responsibility to check your tickets as if you have made a mistake, it cannot always be rectified after purchase. Please check your tickets on receipt carefully and contact us immediately if there is a mistake.

We will not be responsible for any ticket that is lost, stolen or destroyed.

Duplicates may be issued at the discretion of ourselves or the venue. If duplicates are being issued, a reasonable administration charge may be levied. We and the venue reserve the right to provide alternative seats at a performance to those specified on the ticket if the staging of the production reasonably requires, provided they are of no less value to that stated on the ticket.

Where a concession is claimed, proof of identity and concession entitlement (for example of age or student status) may be required. Ownership or possession of a ticket does not confer any rights (by implication or otherwise) on you to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the ticket.

  1. Pricing and payment

All prices include VAT where applicable. Ticket prices on Dead Lies are subject to change at any time prior to your order being processed. Any additional booking fees, restoration levies, service charges or delivery fees will be indicated to you on the Dead Lies website prior to you completing your order.

The order will not be accepted by Dead Lies until the full payment has been received.

  1. Delivery

Print at Home e-tickets will be delivered via email. If you have not received your e-tickets within one hour of ordering, please contact us.

If you are collecting your tickets from the venue box office, you must bring along your confirmation email along with proof of ID (i.e. drivers licence, passport or payment card in your name). You will be able to collect your tickets one hour prior to the start of the performance unless otherwise indicated within the venue terms and conditions.

  1. Changes to performance

RED Entertainment and/or the venue reserves the right to make alterations to the published performance programme where reasonably necessary.

  1. Refunds/exchanges

Tickets cannot be exchanged or refunded after purchase unless the performance is cancelled or rescheduled (subject to below) or where there is a material change to the production. Where a performance is cancelled or rescheduled (subject to below) by the venue or ourselves, or where there is a material change to the production, you will be entitled to claim a refund from us in accordance with this clause.

A ‘material’ change is a change which, in our reasonable opinion, makes the performance materially different to the production that purchasers of the ticket, taken generally, could reasonably expect. The use of understudies in a theatre performance shall not be a material change.

Where such a refund is sought you must bring this to our attention as soon as possible upon becoming aware of such change, cancellation or where the performance has been rescheduled, prior to the rescheduled performance.

The refund for tickets equals at least the face value price paid or, if the face value has been reduced by Dead Lies, the discounted face value price paid. In order to claim your refund, please apply in writing to your point of purchase, enclosing your complete unused tickets, if received, promptly within 28 days from the date of the performance. Refunds shall only be made to the person who purchased the tickets and, when possible, be made using the same method as was used to purchase the tickets except, at our discretion, where payment was made by cash.

These Terms and Conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights, contact Citizens Advice.

  1. Events beyond our reasonable control (Force Majeure)

For the purposes of these Terms and Conditions, ‘Force Majeure’ means any cause beyond our control including, without limitation, act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments. We will not be liable to you for failure to perform any obligation under these Terms and Conditions to the extent that the failure is caused by Force Majeure.

  1. Liability

Personal arrangements including travel, accommodation or hospitality relating to the performance which have been arranged by you are at your own risk. Liability for the cancellation or rescheduling of a performance, or for material changes to a performance, will be limited to the refund as set forth in Section 8.

Neither we nor the venue will be responsible for any loss, theft or damage of your personal belongings, other than caused as a result of our negligence or that of the venue or other breach of statutory duty.

  1. Conditions of admission

The management of the venue reserves the right to refuse ticket holders admission to the venue in reasonable circumstances including for health and safety, licensing reasons or where a ticket is void.

The management of the venue also reserves the right to request that ticket holders leave the venue at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the venue may remove a ticket holder who:

  1. has behaved in the venue in a manner which, in the reasonable opinion of the venue has, or is likely to affect the enjoyment of other visitors; or
  2. uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or
  3. in the reasonable opinion of the venue is acting under the influence of alcohol or drugs; or
  4. fails, when required, to produce proof of identity or age.

You must comply with instructions and directions given by venue staff and stewards.

No refunds will be given to ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the examples above.

  1. Restrictions and prohibitions

The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any venue is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made of the performance in breach of these conditions shall belong to RED Entertainment. Neither RED Entertainment nor the venue will be held liable for any loss, theft or damage to confiscated items.

By attending the performance, you consent to filming and sound recording of yourselves as members of the audience. RED Entertainment may use such films and recordings (including any copies) without payment.

Ticket holders shall not bring into the venue or display or distribute (whether for free or not) at the performance any sponsorship, promotional or marketing materials.

Mobile telephones and messaging equipment must be switched off during the performance.

Alcohol may only be consumed in public bars and other authorised areas. Smoking is not permitted unless within a designated smoking Area (if any).

The following are not permitted within any venue:

  1. animals (with the exception of guide dogs);
  2. laser pens
  3. your own food and drink (unless permitted by the venue);
  4. bottles, cans or glass containers (unless permitted by the venue);
  5. any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives); and
  6. illegal substances.

The management of the venue reserves the right to conduct security searches from time to time and confiscate any item which, in the reasonable opinion of the management of the venue, may cause danger or disruption to other members of the audience or the performance or is one of the items not permitted in the venue as listed above.

Every effort shall be made to admit latecomers to the performance at a suitable break in the show, which may be the interval, but late admission cannot be guaranteed.

Ticket holders may only leave and re-enter the venue during the performance at the discretion of the management of the venue. Otherwise, there will be no re-admission or pass-outs of any kind.

The obstruction of gangways, access-ways, exits, entrances or staircases, congregating in non-designated areas or seeking entry to stands or seats for which you do not hold a ticket is strictly forbidden.

  1. Dispute resolution

If any dispute arises out of these Terms and Conditions, we will attempt to settle it directly with you. Please contact us by emailing us at tickets@redentertainment.co.uk telephoning our Customer Services line on 0207 127 9125, or writing to us at Dead Lies, C/O RED Entertainment, 32 Bloomsbury Street, London, WC1B 3QJ. We will seek to acknowledge all customer correspondence within 7 days and we shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a settlement satisfactory to both parties within 28 days of the dispute being brought to our attention.

  1. Entire agreement

These Terms and Conditions, and the terms and conditions of the venue and any specially agreed terms constitute the entire agreement between the parties in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between the parties. Each of the parties agrees that it has not entered into these Terms and Conditions in reliance on, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity (whether negligently or innocently made) by any person (whether party to these Terms of Conditions or not) other than as expressly set out in these Terms and Conditions. Nothing in this clause shall operate to limit or exclude any liability for fraud.

  1. Governing law and jurisdiction

These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.

Updated Apr 2021