Terms and Conditions

Opera Holland Park terms and conditions

Opera Holland Park

Opera Holland Park (‘‘OHP’’) is a registered charity (Charity Number 1096273) and is a company limited by guarantee registered in England and Wales (Registration number 4515375).

1. Definitions

“Event” means an entertainment, opera, concert or any other event held at Opera Holland Park for which we have the right to sell tickets.

“Tickets”

means printed tickets or any other kind of proof of purchase, including electronic tickets sold by us or an authorised producer or promoter giving the purchaser the right of admittance to an Opera Holland Park event.

“We” means Opera Holland Park and the Royal Borough of Kensington and Chelsea. “Us” and “Our” shall be assumed to represent the same parties.

“You” means you or anybody who in our opinion is acting on your behalf.

“Group” means group of five or more people attending or gathering together at an event.

“Management” means any member of staff designated to act on behalf of the company, stewards(who carry the authority of the Management) and non front of house representatives of the company.

2. Tickets

  • All tickets are sold subject to availability and are subject to these terms and conditions. Once read, any issues relating to them should be raised with us before purchase. Purchase of tickets represents acceptance of these terms and conditions.
  • You must notify us of any issues relating to access before booking.
  • It is your responsibility to check your tickets once received. It may not be possible to rectify mistakes; however they have occurred, after purchase. Please contact us immediately that a mistake is noticed.
  • We do not accept responsibility for any tickets that are lost, stolen, defaced or destroyed.
  • You must notify us 72 hours before attending if your tickets have not arrived unless you have arranged to collect them at the theatre.
  • We reserve the right to issue duplicates at our discretion.
  • If duplicates are issued, we may make an administrative charge,
  • We reserve the right to allocate different seats should this be necessary. We will endeavour to ensure these are of the equivalent value to those purchased. If this is not  possible, suitable compensation will be offered.
  • Tickets will be delivered to the billing address of the card being used to purchase the tickets unless we agree to do otherwise.
  • Where a concession is claimed, proof of qualification for that concession may be requested.
  • If collecting tickets from the box office, you must attend with the card used to purchase the tickets and order confirmation received. Other forms of identification may be requested.
  • You may not transfer or re-sell a ticket for more than it’s face value..
  • The number of tickets purchased may be restricted in number.  Restrictions will be notified to you at time of purchase and we reserve the right to cancel tickets that are purchased in excess of these restrictions.

3. Refunds and exchanges

  • We do not offer refunds or exchanges except where expressly offered to Friends under agreed terms.
  • If you are unable to attend through no fault of Ours, we offer a website ticket exchange facility for which we take no responsibility. Any transactions arranged via this free service are entirely between you and the purchaser. The website facility will require you to provide personal contact information.
  • We may offers refunds or exchanges in the event of cancelled performances
  • In the event that a performance is cancelled after it has begun (due to circumstances outside our control for example, but not limited to; power failures, extreme weather, medical emergencies, demonstrations and disturbances etc.),  refunds or offers of exchange will only be made at our discretion.We may also make refunds or offers of exchange should any performance materially change.
  • The use of understudies or replacements does not represent a material change.
  • Refunds shall only be made to the person who purchased the tickets and are entirely at our discretion. Refunds will be made in the same method used to purchase the tickets and services.
  • Refunds may be offered in the form of vouchers.

4. Liability

  • Our liability to you is limited to the purchase price of the tickets
  • Your personal circumstances and arrangements including travel, accommodation etc. that are arranged by You are not Our responsibility. You make such arrangements at your own risk.
  • We do not accept any responsibility for any loss, damage or theft or your property unless caused as a result of Our negligence or breach of statutory duties.

5. Cancellation or re-scheduling of events

  • It is your responsibility to establish whether the event for which you have booked has been cancelled or re-scheduled.  Should We cancel or re-schedule an event we will make best efforts to inform You and will use the contact details provided by You to Us. We cannot guarantee that You will be informed of cancelled or re-scheduled events.
  • You must inform us as soon as possible of any changes to your personal details and contact information.

6. Conditions of admission

  • A valid ticket must be presented in order to gain entry to an event.
  • We reserve the right to refuse admission to ticket holders on reasonable grounds including those of health and safety or licensing
  • Opening times may be affected and we do not guarantee to open the theatre at the advertised time nor to begin the performance at the scheduled time. No liability for affected transport arrangements is accepted.
  • You must comply with all reasonable instructions of the Management and staff at all times
  • We may ask ticket holders to leave the venue at any time on reasonable grounds and will take steps to enforce this right if necessary. Behaviour likely to result in removal includes, but is not limited to; behaviour likely to cause offence; threatening, abusive or violent words or behaviour; behaviour likely to provoke a breach of the peace; persistent refusal to obey the instructions of staff; failure when asked to produce identification or proof of age; in the reasonable opinion of the management or staff being under the influence of drugs or alcohol; behaviour likely to impede the enjoyment and/or comfort of other patrons
  • Children under five years of age are not permitted. Patrons accompanying children may be asked to leave should children disrupt the performance
  • You must decide if a performance is suitable for any child attending with you. We shall endeavour to inform You before purchasing, or as soon as possible afterwards, if we feel a performance or production should be age restricted.
  • We accept no responsibility for any effect, injury or offence caused by the attendance of a child at an unsuitable performance.
  • Patrons who have booked picnic tables may not change to an area different from the one booked unless agreed with Management.
  • Patrons occupying excessive space with bags or other equipment may be asked to remove it.
  • No picnics are permitted in the theatre other than in the designated picnics areas which must be pre-booked.
  • OHP is not obliged to provide tables in specific parts of designated areas. Patrons may not move furniture
  • It is strictly forbidden to be in picnic areas during the performance.
  • No additional persons may be added to tables without prior booking.
  • Groups of five or more must book the appropriate table size. Management will reserve the correct tables accordingly.
  • Patrons occupying picnic tables must also hold tickets for the same performance.
  • OHP will not be responsible for picnics purchased from third parties. However, for picnics purchased through us, we will endeavour to assist and facilitate any complaints.
  • You may not bring food or wine into the theatre unless for use at a pre booked table.
  • No part of the theatre shall be occupied exclusively by any person or group unless specifically arranged with Management.
  • No equipment for any purpose, including tables or chairs shall be brought into the theatre unless prior agreement is sought from Management.
  • The Management reserves the right to open the theatre at a time that is deemed appropriate and safe
  • Patrons with special access needs are required to inform Us at the time of booking. In the event that You book for an area advertised as inaccessible, We reserve the right to refuse admission and are not obliged to provide alternative facilities although we will use our best endeavours to do so.
  • We operate a strict latecomer’s policy. Latecomers will not be permitted until a suitable break in the performance, identified by the theatre Management. This may be the interval.
  • Latecomers will be asked to remain in the foyer area and/or public areas deemed acceptable by the Management.
  • Surtitles are provided on two screens. Surtitles may not always be visible from all parts of the theatre at all times. We do not guarantee that surtitles will always be in operation.
  • You are responsible for booking appropriate seats for your accessibility needs. Please refer to our seating stand and seek advice at time of booking. The theatre has a raked seating stand.
  • OHP is not responsible for extraneous or ambient noise caused by persons or factors outside of our control. The existence of such noise will not constitute a breach of our obligation to provide you with a performance.
  • No recording equipment, cameras or video recorders, including telephones and other mobile devices may be used during the performance
  • Unauthorised recordings may be confiscated and destroyed. We will not be responsible for any loss, theft or damage to confiscated equipment.
  • Animals are not permitted in the theatre with the exception of guide dogs.
  • The Management reserves the right to conduct security searches and to confiscate any item, which in the reasonable opinion of the Management may cause danger or disruption to other members of the audience.
  • Patrons may leave the seating auditorium during a performance but may not be readmitted until a suitable break. This may be the interval or not at all should it be after the interval.
  • You may not stand or sit in any gangways, walkways or stairways.
  • Ticket holders must comply with all health and safety announcements, statutes and venue regulations,
  • We will advise when any special effects, pyrotechnic effects, lighting effects and gunshots, will be used.

7. Complaints and disputes

  • Should you have reason to complain, You should do so to the relevant duty manager during your visit. If the complaint relates to matters of booking or any other aspect prior to your visit, please telephone the box office on 0300 999 1000 and discuss the matter. You may also email the manager on boxoffice@operahollandpark.com. In the event that you cannot resolve the matter, you may take the complaint further by writing to; General Manager, OHP, 37 Pembroke Road, London W8 6PW. Email info@operahollandpark.com. We shall endeavour to answer all complaints within seven working days but answers may take up to 28 working days.

8. Waiver, assignment and severability

  • Delay or failure to enforce any of these terms and conditions does not mean we have waived our rights to do so.
  • We shall be entitled to assign any of these terms and conditions provided your rights are not adversely affected
  • If it is found by a court that any of these terms and conditions are unenforceable, this shall not prevent the other provisions from continuing to apply.

9. Force Majeure

  • For the purposes of these terms and conditions “Force Majeure” means any cause beyond our control including, without limitation, act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments or cancellations due to official periods of mourning as a result of Royal demise. We will not be liable to you for failure to perform any obligation under these terms and conditions to the extent that the failure is caused by Force Majeure. Refunds or vouchers will only be given at Our discretion.

10. Print at home tickets

  • Print at Home is a alternative way to receive your tickets which allows you to print tickets in advance of the performance and proceed straight to the theatre. Each person must have a valid printed out Print at Home ticket before entry to the auditorium and may be asked for current valid ID.
  • Print at Home tickets will not be accepted on handheld devices, you must print out a physical copy
  • Our ticket exchange facility is not available to Print at Home tickets, you will not be permitted entry to the auditorium if your ID does not match your Print at Home ticket.
  • Upon selecting Print at Home as the delivery method and completing the transaction your will be emailed a confirmation of your booking with PDF tickets attached.  Print your ticket from the PDFs.
  • Printing requires Adobe Reader, version 8.0 or above. If you do not have this software or are having trouble printing your ticket, please download an updated Adobe version. If you have an issue printing your Print at Home ticket or ticket confirmation and currently have Adobe Reader installed, please re-install Adobe Reader.
  • You should have received an email confirming the sale with PDF of your ticket/s. If for some reason you did not receive your confirmation email, check your email spam filter or “trash” to ensure the email was not directed there in error. If you cannot find it there please contact the Box Office on 0300 999 1000 or email boxoffice@operahollandpark.com with your order number.
  • If you choose not to print your ticket immediately or have difficulty printing, you can open the email later and try printing again. It is solely your responsibility to print tickets prior to the performance. The Box Office will not be able to print your ticket.If you are unable to print your tickets after following all the instructions above, please contact the Box Office on 0300 999 1000 or email boxoffice@operahollandpark.com. When making contact please inform the agent of the following:
    • First and last name of the person booking the tickets
    • email address of person booking the tickets
    • Production / date of performance
    • Order reference number

    Please note that for security reasons, other information may be required before tickets are released.

  • Minimum requirements are an inkjet or laser printer capable of printing an 8.5 x 11 page (“letter size”) document.

11. Friends Membership