ShowPlanr Booking Terms & Conditions

The following Terms and Conditions apply when purchasing tickets via When purchasing tickets via third party / venue websites please refer to the relevant vendor’s own terms and conditions of purchase instead.

(For general website terms and conditions please see

By ordering tickets via ShowPlanr you confirm that you have read and accept the Terms and Conditions in their entirety.


1. Contract

1.1 A legally binding contract will come into existence when we accept your order.

1.2 Acceptance of an order placed by you is subject to the condition that tickets are available for the performance selected by you.

1.3 We will notify you by email if we accept your order. Acceptance will be deemed to have been effectively communicated to you when we send the email (whether or not you receive such communication), subject to 1.4 below.

1.4 An order for tickets is not complete until accepted by ShowPlanr. In the unlikely event of a pricing error relating to your ticket order you will be informed at the earliest opportunity and we may either cancel the order (in which case you will be refunded the ticket price and any service fees and fulfilment fees already paid) or give you the option of confirming your order at the correct price.

1.5 No order will be accepted until we have received full payment for the cost of the tickets (including, where applicable, any booking/postage fees and VAT).

1.6 Once purchased, tickets cannot be transferred, resold, exchanged, refunded or returned unless the event is cancelled, moved to another date, or details of the event are significantly changed after an order has been placed (significant changes being a change of headline act, venue or show time), unless covered by Ticket Refund Protection as per Condition 1.10.

1.7 If an event is cancelled by the organiser/promoter (be that us or a third party), we will notify you by phone, email or in writing (using the details you provided us with at the time of ordering) and the face value of the ticket will be refunded as set forth in Condition 1.9.

1.8 If an event is moved to another date we will notify you by phone OR email OR in writing (using the details you provided us with at the time of ordering) and advise you of the rescheduled event. Tickets will usually remain valid and refund requests, subject to Condition 1.9, will usually be accepted within a reasonable time frame from the announcement of the rescheduled date, no later than 2 months before the rescheduled show date or 2 weeks after notification of the change (whichever is later) unless otherwise notified. Failure to notify us within this deadline that you are unable to attend will be classed as acceptance of the new show date and you will not be able to claim a refund.

1.9 Where such a refund is sought due to cancellation, rescheduling or a significant change to the event, the refund will equal the price paid by you including any inclusive per ticket charges and, where included as standard, Ticket Refund Protection.

1.10 Where explicitly stated in the booking process, Ticket Refund Protection is included within the advertised ticket price at no additional cost.

(i) For all bookings made on or after 1 October 2022, Ticket Refund Protection is provided by TicketPlan Ltd. TicketPlan protection will provide you with a refund if you're unable to attend the show due to a wide range of unforeseen circumstances including:

  • Accident / illness / injury

  • Public transport failure / mechanical breakdown / adverse weather

  • Home emergency / jury service / court summons

For full TicketPlan terms & conditions and details of how to apply for a refund please visit

1.11 Where Ticket Refund Protection is included, please note that eligibility for a refund is determined and administered by TicketPlan Ltd (see 1.10) and ShowPlanr is not liable for the outcome of applications. TicketPlan Refund Protection is an optional service (included in ticket price where applicable) offered by ShowPlanr and administered by TicketPlan on their behalf. It is not an insurance policy.

1.12 For outdoor events, please note that performances will go ahead regardless of weather conditions, unless cancellation is necessary for safety reasons.

2. Price and Dispatch

2.1 All advertised prices are inclusive of ticket charges including facility fees (where applicable) and, where stated, Ticket Refund Protection (see Conditions 1.10 and 1.11). Any additional fees not included in the advertised ticket price will be clearly stated during the booking process. 

2.2 For events listed as reserved seating, seats will be allocated on a best available basis from the selected section of the auditorium. (Please see Condition 5.4 if you have accessibility requirements)

2.3 Unless otherwise specified, tickets for outdoor events do not include a seat or designated position within the event arena (but in most cases customers can bring an outdoor chair / rug if they wish - see specific event information / section 10 for details)

2.4 Unless otherwise stated, tickets purchased via ShowPlanr will be supplied via email as scannable e-tickets, which must be shown (printed or on a smart device) at the event venue on the show date to gain admission.

2.5 Customers are advised to check their purchase upon receipt and inform us of any errors as soon as possible.

2.6 It is the responsibility of the customer to inform us of any change of contact details after having completed a purchase.

2.7 If a customer orders more tickets than the maximum allowed as indicated during the booking process, we reserve the right to cancel the order.

2.8 Any advertised discounts / offers for events are subject to availability and any advertised eligibility criteria, cannot be used in conjunction with any other offer / discount, cannot be applied retrospectively, must be booked by the advertised offer deadline (where applicable) and can be withdrawn at any time.


3. Performances

3.1 Please aim to arrive at least 30 minutes before the show time stated on your e-ticket.

3.2 In line with Condition 2.4, event attendees must present their e-ticket(s) in order to gain entry to the relevant event.

3.3 Each e-ticket contains a barcode which only allows one entry per scan. Unauthorised duplication of this ticket may prevent your admittance to the event.

3.4 The right to refuse admission to an event is reserved by the promoter and/or event venue, who may take health and safety, environmental and security concerns into account at their reasonable discretion and may from time to time carry out security searches.

3.5 We would advise customers that no refunds will be offered to customers who are refused entry or ejected from a venue on account of late arrival, being or appearing to be under age*, declining to be searched, abusive, threatening, drunken or other anti-social behaviour (including smoking in no smoking areas), carrying offensive weapons or illegal substances, or making unauthorised audio, video or photographic recordings. 

*Events and tickets where the age restriction applies are clearly indicated during the booking process. Please ensure that you read all the information that applies to the event/ticket that you are booking and carry proof of age if appropriate.

3.6 Please note that some patrons may stand at seated concerts. 


3.7 Tickets for this event are issued in line with current UK Government Covid-19 guidance. Please ensure you are familiar with and adhere to all the latest Covid-19 guidance when attending.

3.8 Please check individual event details regarding catering facilities and restrictions on bringing your own food and beverages to events.

4. Liability

4.1 In all arrangements involving third parties we act only as your agent and no liability of any kind whatsoever shall be attached to us in connection with or arising from such an arrangement with a third party. 

4.2 We do not accept any liability for any losses or claims arising from any inability to access our website or any failure to complete a booking on the website.

4.3 We do not accept liability for any indirect or consequential loss of any kind in contract, tort or otherwise arising out of the use of the website or the purchase of the tickets or other goods or services from us by whatever means.

4.4 While every care is taken to ensure tickets or other goods or services ordered by you arrive on time at the agreed destination, we do not accept liability for loss or damage that is caused by any event or circumstances beyond our reasonable control.

4.5 To the fullest extent permitted by law we will not be responsible for loss, damage or injury to any person or their property howsoever caused.

4.6 We will not accept any liability for tickets or other goods and services which have been ordered through our website using your credit/debit card by someone not authorised to do so.


5. Special Circumstances

5.1 We reserve the right to provide seats other than those specified from the seats issued to you to the same or higher value (seated events only). 

5.2 For seated events, children under two will not be admitted to the performance unless it is identified as a children's show. No tickets need to be purchased for children under two years of age unless they intend to occupy a seat separately from the adult accompanying them. However, we reserve the right at our absolute discretion to direct you to remove a child under your supervision from a performance where the child is causing disturbance or annoyance to others, including the performers.

5.3 Event-specific age restrictions will be outlined during the booking process. Unless otherwise stated, under 16s (where permitted to attend) must be accompanied by an adult.

5.4 If you have accessibility needs (including if you are a wheelchair user) please contact prior to completing your booking. Some events may have a designated seating area or viewing platform with limited capacity. Note if you also require an essential companion ticket please see Condition 5.5.

5.5 If you require an essential companion ticket please contact with details of your request prior to completing your booking. Please note essential companion tickets may not be available for all events / numbers may need to be limited for safety reasons. Please ensure you state the event you wish to attend and details of why an essential companion ticket is required. Essential companion tickets are issued at the discretion of the event organiser and are intended solely for customers who require assistance at the event e.g. due to a disability. It is the responsibility of an essential companion to familiarise themselves with the event venue in advance of attending the event and ensure they are present at all times during the event to assist the person they are attending with.

5.6 Venue / event-specific policies may also apply - please check venue websites and / or section 10 of these booking terms for specific terms and conditions of admission and other relevant customer policies.


6. Privacy

6.1 By entering and using our website, you consent to the collection, use and retention of your personal information.

(i) Information about you including your name, address, telephone number and email address is recorded on a computer database controlled by us. The information is needed to process the transaction and fulfil your order and any subsequent problems or disputes.

ii) Card transactions are processed by Stripe on behalf of ShowPlanr Ltd. Stripe will securely process your personal information and card data for the purposes of the transaction only.

(iii) We may also use the information for internal administration and analysis by us and our associated companies.

(iv) We disclose your information (not credit/debit card details) to third parties on occasion, but only for the purpose of completing your transaction with us.

(v) We may disclose your information for the purpose of associated administration and obtaining professional advice and your information may also be passed to the management of the venue where the performance is taking place or the performance organiser at their request.

6.2 We operate and are registered in accordance with applicable UK Data Protection Legislation.


7. Invalidity

7.1 If any part of these conditions is unenforceable (including any provision in which we exclude our liability to you) the enforceability of any other part of these conditions will not be affected.


8. No Waiver

8.1 No failure or delay on the part of any parties to these conditions relating to the exercise of any right, power, privilege or remedy provided under these conditions shall operate as a waiver of such right, power or remedy.

9. Governing Law

9.1 These Terms and Conditions and our agreement with you under them shall be governed by English Law, and we agree to submit to the exclusive jurisdictions of the English Court for the determination of any dispute between us.

10. Specific Terms - Open Air Concerts and Open Air Cinema

10.1 - unless otherwise stated within event-specific information and/or communication, the below terms apply to all Open Air Concerts and Open Air Cinema events, in addition to the general terms detailed within sections 1-9 above and. for Open Air Cinema specifically, the additional points detailed in section 10.2:

i) All tickets are general admission.

(ii) For a worry-free purchase, ticket refund protection is included within the ticket price (see 1.10 / 1.11 for full details).

(iii) Please see your e-ticket for event timings (all timings are approximate).

(iv) Refreshments will be available to purchase on-site. You're also welcome to bring your own picnic / snacks / soft drinks. Please take your litter home or use bins provided.

(v) Please note no glassware and no alcohol can be brought into the event. Alcoholic drinks can be purchased on-site.

(vi) You can bring your own camping chair / deck chair / rug to sit on if you wish.

(vii) No gazebos / marquees allowed.

(viii) Please note smoking (including vapes and e-cigarettes) is only allowed in the designated smoking area(s), which may be located outside of the main event arena.

(ix) Please respect local residents and keep noise to a minimum when leaving the event.

10.2 - the following terms apply specifically to all Open Air Cinema events (unless otherwise stated within event-specific information and/or communication), and apply in addition to both the general terms detailed within sections 1-9 above, and the terms outlined in 10.1 above:

i) Age Restrictions - parents should check film content and age certificate prior to purchasing tickets. Age restrictions and recommendations for children may apply due to the nature and suitability of the film. Whilst age recommendations and restrictions may be placed on some screenings, it is the responsibility of the parent/guardian to make their own judgement as to the suitability of a production prior to booking. If you would like more information please visit Under 16s must be accompanied by an adult.

ii) The use of cameras, recording equipment, and mobile phones is not permitted.

iii) Quiet screenings: iii) a) Headphones will be provided once your ticket has been scanned. Please treat your headphones carefully and return them when the screening has finished. iii) b) Where appropriate and when the film certificate allows for children to be present at the screenings, the cost of headphone hire for children is available for those aged 12 and under. Adult tickets are required for those aged 13 and over. Please ensure you have purchased the correct ticket type(s).~ iii) c) Tickets purchased are solely for the rental of a set of wireless headphones to accompany the advertised film screening.  iii) d) Personal Medical Devices - if you use any personal medical devices (including but not limited to a pacemaker), please consult your doctor to determine whether the use of the headphones/transmitter could possibly affect your medical device. iii) e) Noise levels - please respect the rest of the audience and refrain from shouting at the person sitting next to you (with your headphones on you may not be able to hear your own voice but others will).