T&C’s & Policies
Our terms and conditions help to keep our working practice fair and our visitors safe.
Our terms and conditions help to keep our working practice fair and our visitors safe.
This is the website of the De La Warr Pavilion (DLWP), which is managed by the De La Warr Pavilion Charitable Trust Ltd.
By using this website you confirm you accept and agree to be bound by these Terms and Conditions of Use and if you purchase any goods or services from the website you confirm you accept and agree to be bound by the Conditions of Sale and Entry and any specific conditions set out below.
- Tickets remain the property of DLWP.
- Once purchased, tickets cannot be exchanged, refunded, resold, transferred, offered for sale, coupled or bundle with any other product or service or used for any commercial or promotional purpose whatsoever without the consent of DLWP. Any ticket which is resold or transferred will become invalid.
- Only tickets purchased via our website, at the DLWP Box Office or from approved agents are valid for admission. Tickets sold via third parties and other unauthorised outlets, including online auction sites, are not valid for admission. The DLWP will not take responsibility for the validity of tickets purchased from unauthorised agents or other sources.
- Tickets must not be sold or offered for sale from within De La Warr Pavilion premises except from the Box Office by our Sales & Information team.
- Reselling a ticket for profit or commercial gain makes it void and the ticket holder will be refused entry.
- The DLWP is not liable for any tickets which are lost or stolen.
- Refunds and exchanges will only be offered in the event of cancellation or rescheduling of the date of the performance. All tickets are non-transferable to other events. Refund or exchange must be requested from your point of purchase and can only be claimed by the person who made the booking. Refund will only cover the face value of the tickets and any associated booking fees (excludes postage).
- Refunds and exchanges will not be offered if, for any reason, the performer is on site and the performance goes ahead but the ticket holder is unable to travel to the venue.
- Refunds and exchanges will not be made if the performer is on site and the performance goes ahead but the ticket holder leaves due to bad weather (outdoor and indoor performances).
- The DLWP and event promoter are not liable for any personal travel, accommodation or hospitality arrangements made relating to the event or cancellation of any event.
- Some performances may have specific conditions of sale. These will be listed on the event pages for that event on this site and it is the responsibility of the ticket holder to check this before they purchase tickets.
- Tickets may be restricted to a maximum number per person for certain events.
- The De La Warr Pavilion reserves the right to make alterations to the advertised programme at any time and without advance notice.
- Unless otherwise stated, under 16s must be accompanied by an adult.
- Under 14s must be accompanied by an adult and may be admitted to seating areas only.
- Please ensure to check there are seated tickets available before booking for an under 14.
- If there are no age restrictions advertised, the ticket buyer takes full responsibility for exposing the child to the content and context of the event.
- For shows deemed to be suitable for families, tickets are required for each child attending a performance. Children under 18 months old go free as long as they sit on the parents lap.
- Babes in arms are only permitted to non-family events at the discretion of DLWP. Please ask before booking tickets.
- Some performances and/or specific seating areas may have age restrictions. It is the responsibility of the ticket holder to check any restrictions before they purchase tickets.
- DLWP reserves the right to alter your seat allocation without prior notice.
- Failure to comply with these terms & conditions will make your ticket and transaction void.
The following booking fees currently apply:-
- Online: £1.25 per ticket + £1.50 postage or free collection at the Box Office
- Telephone: £2.50 per transaction + £1.50 postage or free collection at the Box Office
- In Person: There are currently no charges for booking tickets in person.
- Every member of the audience must have a valid ticket and produce it upon request for inspection at any time.
- Our latecomers policy can vary from event to event. Late admission is not guaranteed but every effort to admit latecomers will be made at a suitable break in the performance. On occasion, we may have to show you to alternative seats.
- There is no admittance or re-admittance to DLWP after 10.00pm. For some performances a no re-admission policy will operate throughout. Please check on arrival at the DLWP.
- The unauthorised use of cameras, audio and video equipment including mobile phones, ipads and tablets is not permitted.
- Mobile phones and other electronic devices are distracting to other audience members and must be switched to silent before entering the Auditorium.
- By attending an event, ticket holders consent to being filmed, photographed or recorded as a member of the audience and the resulting materials being used in commercial distribution and publication without payment or copyright.
- Food and drink purchased elsewhere may not be consumed on the premises.
- Drinking glasses, bottles, any other glass items and cans are not permitted in the Auditorium.
- Audience members are not permitted to sit in any gangway which intersects or flanks the seating.
- Dancing in aisles and gangways is not permitted.
- Audience members are not permitted to sit or stand on the gangways, stairwells and other designated areas within the Auditorium and Foyer areas.
- It is against the law to smoke on the premises. The use of E-cigarettes is not permitted on the premises.
- Pets are not permitted in the DLWP. However, registered assistance animals are permitted on the premises.
- For security reasons, security searches of bags, clothing and all other items may take place as a condition of entry. DLWP reserves the right to confiscate items which may cause danger or disruption to the event or others attending the event.
- The Management of the DLWP reserves the right to refuse admission or attendance to any person and to remove persons from the premises for any reason where necessary.
- The Management of DLWP reserves the right to refuse admission and/or eject any person appearing to be intoxicated or under the influence of drugs or otherwise behaving dangerously or inappropriately. No refunds will be given under these circumstances.
- DLWP is not responsible for any loss, injury or damage except where any such loss, injury or damage is caused by the negligence of DLWP, its employees or agents.
- The Management of the DLWP reserves the right to make any alterations to an advertised programme or event.
- Loud music can damage hearing.
- Strobe lighting can cause epileptic fits.
- CCTV is in operation on the premises for the purposes of crime prevention and detection.
- The De La Warr Pavilion accepts no responsibility for any personal property brought on to the premises.
- The Pay & Display car park adjacent to the De La Warr Pavilion is owned and operated by Rother District Council. Any issues regarding parking must be directed to Rother District Council.
- Customers planning on driving to the De La Warr Pavilion are advised not to leave valuables in their car.
- Please consider our neighbours and leave the De La Warr Pavilion quietly.
- All children must be accompanied by and remain under the control of a responsible adult at all times.
- School groups must have a minimum ratio of one adult to ten children with at least two adults accompanying any group of children.
- A Child Protection & Vulnerable Adults policy is in place, a copy of which is available on request.
- Education groups consent to the photographing and filming of themselves as visitors to the building or members of an audience. It is the responsibility of the person in charge of the group to seek consent from parents or guardians in advance of the visit.
You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract.
Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (c) below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
- (a) we have told you about an upcoming change to the ticket or event or these terms which you do not agree to;
- (b) we have told you about an error in the price or description of the ticket you have ordered and you do not wish to proceed; or
- (c) you have a legal right to end the contract because of something we have done wrong.
Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
When you don’t have the right to change your mind. You do not have a right to change your mind in respect of tickets for event, once these events have taken place, even if the cancellation period is still running.
How long do I have to change my mind? You have 14 days after the day we email you to confirm we accept your order. However, once the event has taken place you cannot change your mind, even if the period is still running.
Tell us you want to end the contract. To end the contract with us, please let us know using the contract details below.
When we will pay the costs of return. We will pay the costs of return:
- (a) if the tickets are faulty or misdescribed;
- (b) if you are ending the contract because we have told you of an upcoming change to the tickets or the event or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong;
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. Refunds will be made via our box office/shop. Refunds for tickets purchased via a third party must be arranged with the third party.
When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind.
The DLWP is committed to managing any customer complaints effectively and efficiently through a formal process. Customers are required to voice the complaint to the Duty Manager at the time of the event and before they leave the building. They will then be invited to put the complaint in writing to the Director of External Relations, who is responsible for co-ordinating the resolution of complaints and any subsidiary issues by liaising with the relevant and responsible departments. Comments and feedback are very important and help us improve the service we offer to all our customers. We will respond in a professional, accurate and honest way. We aim to reply within 10 working days.
Post: Sally Ann Lycett, Director of External Relations, De La Warr Pavilion, Marina, Bexhill on Sea, East Sussex TN40 1DP