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REFUND POLICY

1. General Refund Policy

1.1
Tickets purchased through Assembly Box Office Limited are non-refundable except where an event is cancelled or rescheduled.

1.2
Customers should check all event details carefully before completing their purchase, including the event date, time and venue.

1.3
Refunds will not normally be issued for:

  • change of personal circumstances

  • illness

  • travel disruption

  • inability to attend

  • accidental ticket purchase

  • late arrival to an event.

2. Event Cancellation

2.1
If an event is cancelled, ticket holders will be entitled to either:

  • a refund of the ticket face value, or

  • a credit voucher for a future event.

2.2
Customers will be contacted using the email address provided at the time of booking.

2.3
Refunds will be issued using the original method of payment where possible.

3. Event Rescheduling

3.1
If an event is rescheduled, existing tickets will normally remain valid for the new date.

3.2
If a ticket holder cannot attend the new date they may request:

  • a refund of the ticket face value, or

  • a credit voucher.

3.3
Requests for refunds relating to rescheduled events must normally be made before 9:00am on the day of the rescheduled event.

4. Booking Fees and Transaction Charges

4.1
Booking fees, processing fees and transaction charges are non-refundable, except where required by law.

4.2
These fees cover administrative costs associated with ticket processing and payment services.

5. Ticket Exchanges

5.1
Ticket exchanges may be offered for certain events at the discretion of Assembly Box Office Limited or the event organiser.

5.2
Where exchanges are permitted, requests must normally be made at least 48 hours before the event.

5.3
Exchanges are subject to availability and may incur an administration fee.

6. Event Changes

6.1
Event organisers reserve the right to make reasonable changes to:

  • the event programme

  • performers or speakers

  • running times

  • event format.

6.2
Such changes do not normally qualify for a refund.

7. Force Majeure (Events Beyond Our Control)

7.1
Assembly Box Office Limited and the venue are not liable for delays, changes or cancellations caused by circumstances beyond their reasonable control.

This includes but is not limited to:

  • severe weather

  • strikes or industrial action

  • failure of utilities or transport networks

  • acts of terrorism or civil unrest

  • pandemics or government restrictions

  • fire, flood or other emergencies.

In such circumstances the venue may offer refunds, exchanges or credit vouchers at its discretion.

8. Refund Requests

8.1
Refund requests must be made by contacting the Assembly Box Office team.

Email:
boxoffice@theassemblyroomsnewcastle.org

8.2
Refunds will normally be processed within 14 days of approval.

9. Fraud Prevention and Ticket Resale

9.1
Tickets purchased through unauthorised resale platforms or third-party sellers may be invalid.

9.2
Assembly Box Office Limited reserves the right to refuse admission where tickets have been resold in breach of the Terms and Conditions.

9.3
Refunds will not be issued for tickets purchased from unauthorised sellers.

10. Policy Updates

Assembly Box Office Limited reserves the right to amend this Refund Policy at any time. Updated versions will be published on the Assembly Rooms website.

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