Terms and Conditions of Sale
1. TERMS AND CONDITIONS OF SALE
1.1. Tickets may only be resold or exchanged via the Royal Opera House Box Office. Tickets are void if resold via any other outlet or third party and the ROH reserves the right to deny access to tickets and/or the ROH to any buyer if the buyer resells or offers for re-sale any ticket through a secondary ticketing facility as defined in the Consumer Rights Act 2015. See sections 2 and 3 below for terms and conditions of exchanging or reselling tickets via the Royal Opera House Box Office.
1.2. Other than as set out in this clause tickets cannot be refunded except on the cancellation or substantial alteration of the performance. If a ticket holder or a member of their household has been asked to isolate due to COVID-19 tickets can be refunded if the ticket holder has contacted the Box Office up to 2 hours before the performance, or exchanged into another performance at an appropriate time.
1.3. Tickets are sold subject to the Royal Opera House’s right to make any alterations to the programme or cast. A change of cast, lead role or soloist shall not constitute a substantial alteration and will not lead to tickets being refunded.
1.4. If the performance or event has to be interrupted or abandoned no money will be refunded if more than half of the performance or event has taken place.
1.5. The Royal Opera House reserves the right to refuse admission to the Theatre.
1.6. The Royal Opera House reserves the right to provide alternative seats to those specified on the ticket.
1.7. Latecomers will not be admitted to the Theatre unless there is a suitable break or interval.
1.8. Children aged 5–14 must have their own ticket and must be seated next to an accompanying adult. Children aged 0–4 will not be admitted to the auditoriums unless otherwise advertised.
1.9. The use of cameras and recording equipment is strictly forbidden during performances.
1.10. Ticket holders acknowledge that the ROH and authorized third parties may record (video and/or audio) throughout the Royal Opera House’s premises including without limitation in connection with the ticketed event. Ticket holders give their express consent to the use of their actual or simulated likeness in connection with the production, exhibition, advertising or exploitation of any film, video and/or audio recording of and/or in connection with the ticketed event or otherwise at the Royal Opera House, Covent Garden in any/all media throughout the world. Ticket holders further agree to being filmed by the ROH, police and/or security staff for health and safety, security and crime prevention purposes.
2. TERMS AND CONDITIONS OF EXCHANGE
2.1. Tickets may only be exchanged to a ROH Gift Certificate. We are unable to exchange tickets to another ROH production. You may exchange your tickets for a Gift Certificate up to three working days before the scheduled performance.
2.2. All exchanges must be requested by email to email@example.com
2.3. The Royal Opera House charges an administration fee of £4 per ticket exchanged.
2.4. The ROH Gift Certificate will be emailed to the email address on the registered account.
3. TERMS AND CONDITIONS OF RE-SALE
3.1. Tickets may only be resold via the Royal Opera House. Tickets are void if resold via any other outlet or third party.
3.2. Returned tickets will only be offered for re-sale with the authorization of the original purchaser.
3.3. All refund payments to the original purchaser will be made to the credit or debit card with which the ticket(s) were purchased; where this is not possible or if the ticket(s) were not originally paid for by card, a refund will be issued in form of a Royal Opera House Gift Certificate. Successfully resold tickets will be refunded after the performance, within five working days.
3.4. The Royal Opera House cannot guarantee the re-sale of any tickets returned to the Box Office regardless of ticket availability and/or demand.
3.5. Returned tickets will only be offered for resale at the management's discretion. The original purchaser may place tickets for resale by sending an email (including Order Number and ticket details) to BoxOffice@roh.org.uk no later than two hours prior to the start of the performance. In person the original purchaser may place tickets for resale at the Box Office no later than 30 minutes prior to the start of the performance.
3.6 - During the COVID-19 Pandemic, the return of any ticket(s) for re-sale will not supersede the requirement for social distancing inside the auditorium as legislated by current Government guidelines. For this reason, only entire seating groups can be offered for re-sale, and single tickets are unlikely to be accepted unless they were originally purchased as a single ticket.
3.7. Returned tickets are sold subject to customer demand and only if there are no more tickets available in that part of the theatre or on that price band.
3.8. Returned tickets may be withdrawn from resale at any time at the original purchaser’s request and/or at the management’s discretion. To reclaim or track the status an existing resale, please email the Box Office on firstname.lastname@example.org.
3.9. If returned tickets are successfully resold, a £4 fee per ticket resold will apply. This fee is charged to the original purchaser.
3.10. Please also note that a number of ‘Friday Rush’ tickets are also usually offered for each performance, at 1pm on the Friday before the performance. These tickets and other low-price returns might satisfy the demand for tickets before your tickets are offered for re-sale.
3.11. You may return for refund any unused vouchers associated with your returned tickets not later than two hours (via email) and not later than 30 minutes (in person) prior to the start of the performance.
3.12. If your ticket(s) has been resold, we will contact you after the performance, by e-mail where possible. If your ticket(s) has not been resold, we will send you an email confirmation. If you fail to hear from us within 28 days following the performance, please email the Box Office on email@example.com.
4. TERMS AND CONDITIONS OF SALE – TOURS
4.1. Tickets cannot be refunded except on the cancellation or substantial alteration of the tour.
4.2. The Royal Opera House reserves the right to refuse admission to the tour.
4.3. Tickets are sold subject to the Theatre’s right to make any alterations to the tour as a result of circumstances beyond its control.
4.4. If the tour has to be interrupted or abandoned no money will be refunded if more than half of it has taken place.
4.5. Timed tickets are not transferable. Patrons with tickets purchased from unauthorised sellers may be refused entry.
4.6. Fifteen minutes after the tour has started latecomers will not be admitted.
4.7. The use of cameras and recording equipment is strictly forbidden.
5. TERMS AND CONDITIONS – FREE LUNCHTIME CONCERTS
5.1. A ticket does not guarantee entry.
5.2. Tickets may only be collected on the day of the concert.
5.3. Any tickets that remain uncollected 20 minutes before the performance will be distributed to the returns queue (if there is one).
5.4. Any places that remain empty due to latecomers (with or without a ticket) will be filled by members of the returns queue.
5.5. Any ticket holders arriving after the capacity has been reached will be refused entry.
5.6. The Royal Opera House reserves the right to change the cast and programme due to events beyond its control.
5.7. The Royal Opera House will make every effort to inform the patron should the concert be cancelled.
6. EXCHANGE POLICY – PACKAGES
6.1. You can exchange up to two dates from a Total Opera or a Total Ballet package, or one date from a Mini, Design Your Own and Family package. You can only exchange your tickets for another performance of the same production in the same booking period at the same price.
6.2. To offer you an exchange, we’ll need to receive the original tickets at least three working days before the performance. If you return the tickets with less than three working days’ notice we can offer to re-sell the tickets, but we cannot guarantee that they will sell. Exchanges are subject to availability.
7. TERMS AND CONDITIONS OF MEMBERSHIP
7.1. The cost in each case is a non-refundable donation.
7.2. Friends membership lasts for 12 months. If you have paid for your membership by Direct Debit in monthly instalments you have agreed to pay the full membership amount. If you cancel your Direct Debit within 12 months any tickets you might have purchased using your Friends Membership priority booking will not be valid.
7.3. Renewal information: Please note that your membership will run for 12 months and you will benefit from priority booking for four booking periods, but if your membership lapses, when you renew the membership it will run from the previous expiry date. We therefore recommend renewing your support in the designated month to ensure that you don’t miss the full benefits of priority booking.
7.4. Please be aware that tickets may only be re-sold or exchanged by the ROH Box Office.
7.5. If Friends sell tickets made available to them by virtue of their membership, in breach of the Terms and Conditions of Sale, ROH will terminate their membership.
7.6. You should receive your information pack within seven days of receipt of your donation.
8. TERMS AND CONDITIONS OF SALE – DIGITAL EVENTS
8.1. The Royal Opera House is staging a number of live events during 2020 powered by Vimeo and You will need to sign up to an account with Vimeo in order to view these events subject to the Vimeo terms and conditions
8.2. Digital Events will be powered and available via the Vimeo website
8.3. All content of the Digital Events is owned or controlled by the Royal Opera House, our group companies or our licensors and is protected by intellectual property rights.
8.4. Without prejudice to clause 8.3, the Royal Opera House asserts its copyright and all other similar intellectual property rights in respect of editorial content featured within the Digital Events.
8.5. You represent, warrant, and agree that you will use the Digital Events only for your personal, non-commercial use in accordance with these terms of sale.
8.6. You represent, warrant, and agree that you will not redistribute, transmit, assign, sell, broadcast, rent, share, lend, modify, adapt, edit, sub-license or transfer the Digital Events, in whole or in part (including the Digital Content), in any manner other than explicitly described in these terms of sale. These terms do not grant to you any rights in relation to the synchronisation, public performance, promotional use, commercial sale, resale, reproduction, distribution or commercial exploitation of the Digital Events, in whole or in part.
8.7 The Royal Opera House is responsible for the content of the Digital Events – if you have any issue with the content please contact Customer Services. Any issues relating the delivery of the Digital Events or in relation to any purchases via Vimeo should be raised in accordance with Vimeo's terms and conditions and by contacting their buyer support team via the Vimeo contact form
9. TERMS AND CONDITIONS – ACCESS MEMBERSHIP
9.1. All the Terms and Conditions of Sale set out in section 1 also apply to Access Member tickets.
9.2. In addition, Access Member ticket holders agree to comply with the Terms and Conditions set out in the Access Membership registration form and acknowledge that the Royal Opera House reserves the right to cancel and refund any discounted or complimentary tickets that contravene our discount/complimentary ticket booking policies.
10. TERMS AND CONDITIONS OF RE-SALE – HOST VENUES
10.1. For external events (i.e. where a ROH production is performed away from the ROH venue), returned tickets will only be allowed for resale via the Royal Opera House.
11. TERMS AND CONDITIONS OF SALE – CINEMA TICKETS
11.1 For the terms and conditions of sale of cinema tickets purchased through our partner usheru, please read usheru's terms and conditions of sale.
Box Office Information
You can contact the Box Office by email at firstname.lastname@example.org