Terms & Conditions

Our terms and conditions relate to your booking, your visit to an event and to this website. Please take time to read them carefully. 

Terms & Conditions - booking

Refunds

Tickets are non–returnable and non-refundable except when an event is cancelled. If a refund has been agreed, please be aware that we are unable to give cash refunds. If you paid by any other method than card (including a mixed payment of card and something else) please note that the council will issue a cheque refund. We're sorry for any inconvenience this may cause.

Exchanges

If you can't attend a performance for any reason, we'll happily exchange your tickets for another performance of the same event for a fee of £1 per ticket. If the performance you are changing to is of a higher value you will either have to pay the exchange fee or difference in price- whatever is dearer. If the performance you are changing to is of a lower value you will lose the difference in price. Your original tickets must be returned to the Box Office at least 24 hours before the original performance booked. Unfortunately you can’t exchange tickets for a different event.

Resales

Sometimes we may be able to resell your tickets for you if you no longer want them. However this is only if and when we've sold out any other available tickets and is always at our discretion. We charge a fee of 10% of the ticket value for this service.

Reprints

Lost tickets can be reprinted for a fee of £1 per ticket (with a maximum charge of £5). Reprints can only be issued on the evening of the performance from the Derby LIVE Box Office at the venue.

If you have bought your tickets through a different agency e.g. Ticketmaster, See Tickets or any other, you will need to contact them regarding their reprint policy.

If you have bought tickets where Derby LIVE are a ticket agent please contact the Derby LIVE Box Office.

Concessions

If you buy a ticket with a student or unemployed concession, ID that corresponds with that concession will be required on collection (for example valid student card, proof of receiving unemployment benefit). If you are unable to present valid ID on collection you will be asked to pay the standard ticket price.

Special offers

Special offers, discounts and concessions cannot be used together unless otherwise stated. As part of our audience development programme we reserve the right to introduce and withdraw ticket discounts and special offers at any time. From time to time we may offer tickets at prices other than those first advertised. It's not possible to include tickets you've already bought in any future special offer.

Booking fee

For most events, for bookings made over the counter, on the telephone, by post or email, we charge a booking fee which goes towards covering our administration costs. This fee does not apply to the majority of bookings made online. Ticket prices listed in our What’s On guide and other printed materials include these fees, the majority of prices listed online only include the fee when it is payable online. Fees do not apply to schools tickets or disabled concession tickets.

Tickets for standing events

For security reasons, tickets for standing events cannot be printed at home or posted out to you. You can collect them free of charge from Box Office up to 3 hours before the performance. 

Tickets for unreserved events

For security reasons, tickets for unreserved events cannot be printed at home but can be posted out to you or collected free of charge from Box Office. 

Agency tickets

If you have purchased tickets through an agency, e.g. Ticketmaster, See Tickets or any other, and do not have them on the night, you will not be able to gain entry to the event, as we will not hold a record of your booking.

Derby LIVE as a ticket agent

If you have purchased tickets through Derby LIVE for an event which Derby LIVE are not the main promoter, you also agree to their Terms and Conditions. Please visit the main promoters website for full details.

Age & suitability guidance

Under 14s must be accompanied by an adult. Under 12 months are FREE, providing they can share your seat. Some events have specific mandatory age guidance and/or content warnings (see event pages for details). However many events do not, and whilst we are happy to offer advice on age recommendations and content, it at the discretion of parents/guardians to decide if an event is suitable for their child.

Data protection

Visit our Data Protection page for more information.

Changes to cast or programme

Tickets are sold subject to our right to make any alteration to the advertised programme or cast made necessary by circumstances outside our control.

Seat moves

We reserve the right to move customers to seats of the same or greater value, should a problem arise with sight lines or similar.

Fraudulent bookings

We reserve the right to cancel ticket bookings which we reasonably suspect to have been made fraudulently.

Event-specific terms and conditions

Any event specific terms and conditions will be posted on the relevant event page, under the 'About the event' section.

Terms & Conditions - at the event

Reasonable behaviour

We reserve the right to refuse admission or eject a ticket holder for behaviour likely to cause damage, injury or nuisance, or failure to comply with reasonable requests. On occasion we may have to conduct security searches to ensure the safety of customers.

Sound & lighting

Some events may contain sound levels/effects which can cause injury to your hearing. Some events include lighting effects which may affect some people. Warning notices will be posted around the venue.

Food & drink

Only food and drink bought in our venues may be consumed in them.

Smoking

All our venues are no smoking - this includes the use of electronic cigarettes.

Photography and recording

At some events cameras and recording equipment will not be allowed in the auditoriums - please look and listen out for notices at the event. Ticket holders consent to professional photography, filming and sound recording as members of the audience. 

Inside the auditorium

Please turn mobile phones, digital watch alarms and pagers off when entering the auditorium. At some events cameras and recording equipment will not be allowed in the auditoriums - please look and listen out for notices at the event.

Latecomers

Latecomers may only be allowed into the auditorium during a suitable break in the performance, which may not be until the interval.

Event-specific terms and conditions

Any event specific terms and conditions will be posted on the relevant event page, under the 'About the event' section.

Terms & Conditions - our website

Website disclaimer

The website www.derbylive.co.uk is owned, managed and maintained by Derby City Council.

Derby City Council makes every effort to ensure the currency, accuracy and reliability of the information served and accessed by this website. However, the council and its employees will not be held responsible for any form of loss or misinformation occurring due to the use of or reliance upon the information provided on this site. This website is provided 'as is' and Derby City Council makes no representations or warranties about the accuracy, completeness or suitability for any purpose of the information and images on this site.

This website could include technical or other inaccuracies or typographical errors. Frequent changes are made to the website; these may be made to any area, at any time and without notification.

Derby City Council cannot guarantee that access to the site will be uninterrupted or error free, that defaults will be corrected or that this site or the server that makes it available are free of viruses or represent the full functionality of the site.

We may at any time revise these Terms and Conditions without notice. It is up to the visitor to regularly review the Terms and Conditions in case there are any changes. Continued use of this website after a change has been made is your acceptance of the change.

Links to external sites from www.derbylive.co.uk

The inclusion of a link to another organisation's website from any pages on this website does NOT constitute a recommendation or endorsement of that organisation or its website by Derby City Council. We cannot guarantee that these links will be available and we have no control over the content provided by or the availability of the linked pages. We cannot guarantee that the website will meet accessibility standards.

Copyright

All content, images, logos and design features are protected by copyright. The copyright owner is Derby City Council, with the exception of some event images, which are owned by the event promoter. You may not make alterations or additions to the material on this site. Material may be downloaded or copied for personal use. Appropriate acknowledgement of the copyright owner is required if material is republished in any format.

Hyperlinking to www.derbylive.co.uk

You do not have to ask permission to link directly to pages on this site. We do not object to you linking directly to the information that is hosted on our site. However, we do not permit our pages to be loaded into frames on your site. Derby City Council pages must load into the user's entire window. We will not be held responsible for broken links into this website.