Terms & Conditions

Key Points:

The Spa reserves the right to refuse admission to the ticket holder if in the reasonable opinion of The Spa admission of the holder to the Venue might be a risk to the safety of the audience and/or the holder and/or affect the enjoyment of the audience and/or the running of the performance, for example if the holder appears to be under the influence of drink and/or drugs and/or is acting aggressively.

The Management reserve the right to alter the programme, cast and times due to unforeseen circumstances or reasons beyond the control of The Spa Pavilion. Once purchased the tickets cannot be refunded. Once purchased tickets may only be exchanged for the same priced tickets within the same production, subject to availability, if returned to the Box Office no later than 48 hours prior to the performance. An administration exchange charge of £3.00 per ticket will be made.

Once purchased tickets may not be re-sold or transferred for profit or commercial gain by any other outlet than the Spa Pavilion Box Office or one of its authorised agents. Failure to comply will make the ticket void. As such, tickets re-sold and/or bought on internet auction or ticket re-sale sites will be void and therefore entry to the theatre may be prohibited.

The theatre operates a re-sale service only for shows that have sold out. A £3.00 per ticket fee is payable on all successful re-sales by the seller of the unwanted ticket. The Spa Pavilion cannot accept responsibility for an unsuccessful re-sell. Conditions of sale are available upon request.

The Spa Pavilion charge a £5 booking fee for all purchases made by credit/debit card, cash and cheque. This charge covers administration, ticketing and financial costs. Our building is hugely expensive to run, maintain and improve, there is also the option for you to add a 5% Donation as a Restoration Levy at check out. Such donations will be ring-fenced for improvements to our building. On-line and web ticket sales may only be paid for by a Credit Card issued by a UK bank, with tickets posted to the registered cardholder address for a small fee. All other purchases must be made in person at our Box Office or through an Authorised Agent. Photo ID will be required for non-UK Bank Issued Cards.

Where an event is cancelled, with no alternative performance available, a full refund will be honoured on all tickets purchased including booking fees. No further compensation will be offered. Where an event is cancelled due to ‘force majeure’ events, such as (but not limited to) war, terrorism, earthquake or a national pandemic flu outbreak restricting population movement, re-scheduled dates or alternative events, at our absolute discretion, will be offered as soon as practical. No refund of tickets will be made.

Some concerts contain high noise levels, pyrotechnics and strobe lighting. Every effort will be made to notify customers by way of signage on the evening. However, we cannot accept responsibility for any issues resulting from the above. If information regarding usage of the above is required prior to the event please contact the Box Office.

Some acts and performers will encourage the audience to stand and/or dance. We want your experience to be as enjoyable as possible, but we have to be mindful that not all theatregoers can or wish to stand or dance. We therefore have rules in place to try and ensure enjoyment for all, with a designated area for standing and dancing. You MUST follow our rules and guidance of our staff when attending a show. Failure to follow our guidance, rules, or to be rude or aggressive or obviously intoxicated, will result in you being asked to leave the performance.

Spa Pavilion Ltd is registered with the Data Protection Registrar. In accordance with the GDPR 2016/679 and 2018, customers are asked at the point of sale whether they wish to be contacted with information of future events. If permission is granted, we will NEVER sell or rent your details to any third party. Full details of our Data Protection policy can be obtained on request.

In the event of a performance cancellation or postponement, the Management will offer tickets for an alternative performance (subject to availability) to the seat value already purchased or a refund at their absolute discretion. No liability whatsoever is accepted for any loss or damages in excess of the ticket price and booking fee paid.

Detailed Terms:

Spa Pavilion Limited (“Our”, “Us” and “We”) Box Office - Terms and Conditions of Sale and Booking

1. Use of the Box Office: (a). These terms and conditions (“Terms”) apply to tickets sold through Our online box office (“Website”) and directly by telephone or in person. Please read these Terms carefully before placing your order. You acknowledge that by purchase you agree to be bound by these Terms. If you do not accept these Terms, you must not place an order for any tickets. (b). The information contained in this document has been prepared solely for the purpose of providing information about performances and making bookings for these performances and must not be used for any other purpose. (c). By accessing the website you will be assuming all risks associated with the use of this site, including risk of your computer, software or data being damaged by any virus which might be transmitted or activated via Our Website or your access to it. (d). You will only use the Website for personal private use.  

2. Orders and Payment: (a). The published price of the ticket (“Price”) includes any applicable taxes and booking or collection fees. (b). You acknowledge and agree that the Price may be subject to change and variation from time to time. (c). You shall pay for the tickets using one of the methods specified.  Your Order shall not be placed or confirmed until we have received your payment. (d). Your Order constitutes an offer to Us to buy Tickets. All Orders are subject to acceptance by Us, and We will confirm such acceptance to you by one of: handing you the tickets; sending you an e-mail attaching your Tickets; confirming that your tickets are held at The Spa for collection, as applicable (“Order Confirmation”). The contract between us will only be formed when We send you the Order Confirmation (“Contract”). (e). It is your responsibility to check the Tickets that are subject to your Order and We are under no obligation to rectify any mistakes once the Contract has been formed in accordance with clause 2a above. (f). We will not be responsible for any tickets that are lost, stolen or destroyed. (g). Once purchased, tickets may not be re-sold or transferred for profit or commercial gain by any other outlet than the Spa Pavilion Box Office or one of its authorised agents. Failure to comply will make the ticket void. As such, tickets re-sold at any price will be void and therefore entry to the theatre may be prohibited.

3. Delivery: Tickets will be supplied by email or may be held for collection for telephone orders.  Unless you have purchased from us in person and been handed printed tickets, it is your responsibility to print the tickets sent by email prior to the date of the event, or to ensure that these are available for Us to inspect on a mobile device with a sufficiently large screen to make all parts of the ticket easily visible to the naked eye.  You may not be admitted to the event without a valid ticket.  We shall not be liable for any failure by you to print or otherwise display the tickets.

4. Refunds and Exchanges: (a). Unless otherwise expressly stated in these Terms, you will not be able to cancel an Order after it has been accepted by Us, nor are you entitled to a refund for any tickets purchased by you, even if you are unable to attend the event. The cancellation rights contained in the Consumer Protection (Distance Selling) Regulation 2000 (as amended) do not apply to the sale of Tickets. (b). If the event is cancelled by Us, with no alternative performance offered, you will be entitled to a refund of the Price, including any booking and restoration fees (but not including postage and/or card charges). Refunds must be claimed within 1 month from the date of the event. (c). The Management reserve the right to alter the programme, cast and times due to unforeseen circumstances or reasons beyond Our control. If the event is re-scheduled by us, you will be advised of the replacement performance date as soon as possible. Your tickets will automatically be transferred to the alternative performance date, with the same seats. There will be no refund option in this case. Where an event is cancelled or postponed due to a ‘force majeure’ event, such as a national pandemic flu outbreak restricting population movement, re-scheduled dates or alternative events, at our absolute discretion, will be offered as soon as practical. No refund of tickets will be made, see s9 for further details. (d). We will use reasonable endeavours to notify you if an event is cancelled or rescheduled, but you acknowledge and agree that it is your responsibility to check whether an event has been cancelled or rescheduled and we have no liability for any failure to notify you. If you ensure that your contact details are accurate and up to date, it will make our attempts at contacting you, should it prove necessary, more likely to be successful.

5. Conditions of admission: (a). You shall comply with all policies, procedures and safety announcements in force at the venue at which the event is to be performed, including any security procedures in place from time to time. (b). We reserve the right to refuse you and/or your guests admission to any event if in Our reasonable opinion admission of the holder to the Venue might be a risk to the safety of the audience and/or the holder and/or effect the enjoyment of the audience and/or the running of the performance, for example if the holder appears to be under the influence of drink and/or drugs and/or is acting aggressively. (c). We reserve the right to request patrons to leave the premises – we do not tolerate any inappropriate, aggressive or rude behaviour towards other ticketholders or our staff or performers. (d). Some performances may contain high noise levels, pyrotechnics and strobe lighting. Every effort will be made to notify customers by way of signage on the evening. However, Spa Pavilion Ltd cannot accept responsibility for any issues resulting from the above and you should check with Us prior to purchase of any tickets if such things are of importance to you. (e). You should retain your ticket as it may be required for re-admission. (f). Animals are not permitted within the venue, with the exception of verified and properly trained assistance dogs. (g) some shows/performers will encourage standing or dancing. However this is not a right and we ask all patrons to be considerate of others. Standing will block the view of those sitting, some may be unable to stand. Therefore we reserve the right to ask you to remain seated, and if other audience members request this of you, you should comply. Dancing/Standing is NOT permitted in front of the stage.

6. Accuracy: We use reasonable endeavours to ensure that the information contained on the Website is correct at time of being published. We reserve the right to make alterations.

7. Data Protection: We process your personal data in accordance with all applicable data protections laws, as set out in our Privacy Notice.

8. Limitation of Liability: (a). If We fail to comply with these Terms, We shall only be liable to you for the Price of the tickets and We are not responsible for any other loss, damages, costs or expenses you suffer. (b). We only supply tickets for private use. You agree not to use the tickets for any business or re-sale purposes and, notwithstanding clause 9a, We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity, howsoever arising. (c). We do not in any way attempt to exclude or limit Our liability for: i. death or personal injury caused by Our negligence; ii. fraud or fraudulent misrepresentation by Us; iii. any breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession); iv. any breach of the terms implied by section 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); v. any other matter for which it would be illegal for Us to exclude or attempt to exclude Our liability.

9. Events Outside Our Control: (a). We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by events outside Our reasonable control, which may include strikes, lock-outs or other industrial action, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport, impossibility of the use of public or private telecommunications networks and the acts, decrees, legislation, regulations or restrictions of any government (“Force Majeure Event”). (b). Our performance under these Terms is deemed to be suspended for the period that the Force Majeure Event continues, and We will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which Our obligations under these Terms may be performed despite the Force Majeure Event.

10.    Variation Of The Terms: We have the right to revise and amend these Terms from time to time, including but not limited to making changes to reflect current market conditions affecting our business, changes in technology, changes in payment methods and changes in relevant laws and regulatory requirements.

11.    General: (a). If any of these Terms are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which shall continue to be valid to the fullest extent permitted by law. (b). These Terms and any document expressly referred to in them represent the entire agreement between you and Us in respect of your use of the Box Office and Our Website and your use of the Tickets, and shall supersede any prior agreement, understanding or arrangement between you and Us, whether oral or in writing. (c). You acknowledge that in entering into these Terms, you have not relied on any representations, undertaking or promise given by or implied from anything said or written whether on the Website, the internet or in negotiation between you and Us except as expressly set out in these Terms. For the avoidance of doubt, these terms are not capable of being waived by any of our staff or representatives and will always prevail in any dispute. (d). These Terms are governed by and construed in accordance with English law. The Courts of England and Wales shall have exclusive jurisdiction over any disputes arising out of these Terms.

Copyright Notice: The text and images contained in this website are protected by copyright and other intellectual property rights. You can print or download any part of these text and images for personal use only and any copies must retain the copyright or other intellectual property notices contained in the original material. Any other use could lead to action or breach of copyright. No part of this site may be reproduced by any process without written permission from Spa Pavilion Limited.

Important Notices

Latecomers will only be admitted at a suitable break in the performance Patrons behaving inappropriately may be ejected from the theatre - this can include noisy or disruptive children and their parents. Complaints should be directed to the Duty Manager, by email to help@spapavilion.net or in writing to Spa Pavilion Ltd, Undercliff Road West, Felixstowe, Suffolk IP11 2DX. Full terms and conditions are available on our website or from the Box Office. All of these Terms & Conditions are governed by English Law.

CARER TICKETS AND ACCESSIBILITY

The Spa is a privately owned business, not a state subsidised theatre. However, we make every effort to accommodate those with disability or additional needs. We have two accessible WC’s, in the main foyer and in The Lounge Restaurant. We have customised our ticketing software to make us one of the very few theatres in the country which offers disabled visitors the means to book their seat or wheelchair space online, as would any other visitor.

We are pleased to offer concessionary rate tickets to registered carers, for some performances, at our absolute discretion. 'Registered carers' shall be defined as those who are attending the performance in the capacity of paid employment, with a completely dependent person, who requires constant support.

Concessionary prices, when available, are also extended to all of those with disability, as they are to children under 16 and senior citizens over 65.

Disclaimer Notice

Your use of this website is subject to the following conditions and you should not use this website unless you accept these conditions...

1. Spa Pavilion Ltd accepts no liability to any person for loss or damages incurred as a result of reliance upon material contained at this website.

2. Performance details on the site are subject to change without prior notice. Spa Pavilion Ltd accepts no responsibility for the accuracy of information or material accessed through the site.

3. By logging on, you will be assuming all risks associated with use of the site, including risk of your computer, software or data being damaged by any virus which might be transmitted or activated via the Spa Pavilion Ltd website or your access to it.

4. We are not responsible for the content of any linked sites and the inclusion of any link does not imply any endorsement of that linked site.

5. You will only use this website for personal private use.

Copyright Notice

The text and images contained in this website are protected by copyright and other intellectual property rights. You can print or download any part of these text and images for personal use only and any copies must retain the copyright or other intellectual property notices contained in the original material. Any other use could lead to action or breach of copyright. No part of this site may be reproduced by any process without written permission from Spa Pavilion Limited