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
Prices are correct at the time of print and are subject to change.
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. Postage fees and donations are non-refundable when an event is cancelled. Your refund will be issued back to the method that you paid with, if you paid by cash you will receive a cheque refund. . We're sorry for any inconvenience this may cause.
If you can't attend a performance for any reason, where possible we'll happily exchange your tickets for another performance of the same event for a fee of £1 per ticket up to 72 hours before you are due to attend, unfortunately anything less than 72 hours notice will be non transferable. For some events it isn't possible to exchange tickets once purchased. 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. Exchanges are subject to availability. Unfortunately you can’t exchange tickets for a different event. Tickets purchased through LIVEtickets.org are non exchangeable.
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. The remainder of the ticket price will go back onto your Derby LIVE account as credit for you to use within 12 months.
Unfortunately we are unable to offer this service on LIVE Tickets events.
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.
Tickets purchased for LIVE Tickets and for some Derby LIVE events can not be replaced. However If your ticket becomes damaged we can exchange your damaged ticket on receipt of the damaged ticket.
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, 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.
We charge a booking fee on most tickets which goes towards covering our administration costs. Ticket prices advertised include these fees.
Tickets for unreserved events
For security reasons, tickets for some unreserved events cannot be printed at home but can be posted out to you or collected free of charge from Box Office.
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.
LIVE Tickets as a ticket agent
If you have purchased tickets 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
For events taking place at a Derby LIVE events:
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.
For other events:
Please see the event page for any age guidance/restrictions and/or content warnings.
See our Privacy Notice 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.
We reserve the right to move customers to seats of the same or greater value, should a problem arise with sight lines or similar.
We reserve the right to cancel ticket bookings which we reasonably suspect to have been made fraudulently. Tickets are for personal use only. Buying tickets as, or on behalf of a business or trader engaged in the resale of tickets is strictly prohibited. Tickets cannot be resold for commercial gain. We may cancel tickets and refuse entry if we have reason to believe this condition has not been respected. Customer accounts may also be suspended.
We offer a resale service for tickets purchased through Derby LIVE, please refer to the resale section of our terms and conditions for details of this service. If you have or suspect you may have been a victim of fraud when purchasing tickets, please report it to Action Fraud.
We are entitled to seize and/or cancel any ticket, without notice and without refund or other compensation, which has been resold, attempted to have been resold or which has been purchased other than via an authorised Ticket Agent, ticketing partner or (where applicable) the official ticket resale partner of the event. We may also seize and/or cancel without refund any ticket purchased using (or suspected to be using methods) methods generated by a script, macro, ticket bot or automated devices. Information regarding the purchase of any such ticket and its holder may be passed on to the relevant authorities.
We are not required to accept tickets if we know or have reasonable grounds for believing that the tickets have been duplicated or purchased from any of the following: unauthorised agents or other unauthorised sources including, without limitation, ticket touts. We are entitled to refuse entry to any person holding such a ticket or to eject them from the venue and/or the event.
The number of tickets purchased may be subject to a cap. We reserve the right to cancel any tickets which we reasonably believe were bought in excess of this cap or were otherwise purchased in breach of these venue terms.
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
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 at our venues may be consumed in them, unless otherwise noted in event information.
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 and digital watch alarms 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. Cameras with a removeable lens are classed as professional cameras and will not be permitted at any event.
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
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 is 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 our sites
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.
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 third parties. 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 our sites
You do not have to ask permission to link directly to pages on these sites. We do not object to you linking directly to the information that is hosted on our sites. 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 to this website.
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