South Hill Park

RG12 7PA

Terms & Conditions

Terms and Conditions of Sale

By booking tickets with South Hill Park you are agreeing to and are bound by the terms and conditions listed below. Your statutory rights are not affected.

Can I reserve tickets without payment?

All tickets must be paid for in full, in advance.

We may allow reservations for schools and other youth groups of over 20, subject to upfront payment of a £2 per ticket deposit and for events not less than 14 days in advance. Please note that you cannot make reservations less than 14 days in advance of a performance.

The Pantomime is excluded from these terms. Group reservations for the Pantomime are governed by a separate set of terms, outlined here.

We reserve the right not to accept reservations.

We will release all reservations without notice if unpaid by the time stated at the time of booking.

You can only make reservations in person or by calling the Box Office on 01344 484 123.

What concessions and discounts are available?

Concession categories vary across shows, but some of the most common include:

  • children (16yrs and under);
  • students (17yrs+ and in full-time education);
  • those over 65yrs.

We also operate a disability scheme to support anyone who requires assistance to attend a performance (e.g wheelchair users). An additional single complimentary carer ticket is available for any audience member who requires support to access an auditorium or during a show. These tickets must be booked in advance and are only available via the Box Office.

Where available, we display concession information next to the event and in the printed brochure.

We reserve the right to make discounted ticket offers to selected current or potential customers at any time.

All concessions and offers are subject to availability and may be changed or withdrawn without notice.

Offers and discounts do not apply for tickets already purchased.

Please note that only one discount may be applied per event.

How can I use my BFC e+ card points at SHP?

e+ Membership

South Hill Park may offer a range of seasonal deals for E Plus cardholders and these can be found on the E Plus website. Please bring your e+ card with you to make the purchase.

All offers are subject to availability.

e+ offers are not available online.

Offers and discounts do not apply for tickets already purchased.

Is there a booking fee?

No additional fees are applied to the advertised ticket prices. A booking fee of up to £1, and a levy of up to £1.50, is included in the ticket price that go towards the running costs of the Arts Centre and Wilde Theatre.

Can I cancel my ticket(s)?

Exchanges, Refunds and Cancellations

Refunds are not permitted except for cancelled performances.

You may exchange tickets for another performance of the same production, up to 48 hours before the scheduled performance time (this excludes The Comedy Cellar performances). There is a £2 administration fee per ticket exchanged.

In all cases the original tickets must be returned at time of exchange. South Hill Park Members will not be charged. Transfer of tickets from one production to another is not possible.

Any previous handling or transaction charges are non-refundable.

Online donations and memberships are non-refundable.

We permit no other cancellations outside of these terms.

For a cancelled performance our maximum liability to you is the face value only of the tickets purchased. This also applies for abandoned performances where less than half the performance has taken place.

Ticket Refunds and Re-Sales

We cannot refund tickets once purchased.

If you wish to return tickets on the day of a show, and we have sold out the show, we will endeavour to resell your tickets for you. There is a £2 administration fee per ticket for re-sales. South Hill Park members will not be charged. We cannot guarantee the re-sale of tickets. We can only resell original tickets.

Any resold tickets will be converted into a credit (valid for 12 months), less the administration fee.

We reserve the right not to accept tickets for re-sale.

Can I resell my ticket(s)?

The re-sale of tickets by anyone other than South Hill Park’s box office is strictly prohibited. Doing so may invalidate the ticket.

Any ticket sold for profit or commercial gain by anyone other than South Hill Park will be invalid for entry.

How will I receive my ticket(s)?

The fastest and most reliable way to receive your tickets is via e-ticket, delivered directly to the email address you used to complete your booking. Simply choose the ‘e-ticket’ delivery option when placing your order.

You can present these tickets on your phone or similar device, or you may print your tickets at home.

You may also choose to collect your tickets at the Box Office. Please advise the operator when making your booking, or select the ‘Collect my tickets at Box Office’ option when booking online.

Please provide your name, address and order number when collecting tickets from the Box Office.

What if my ticket(s) do not arrive/I lose my ticket(s)?

Please contact the Box Office in advance on +44 (0)1344 484 123 if you have lost or not received your tickets. We will issue duplicate tickets. Any tickets previously issued will cease to be valid after duplication.

Please provide your name, address and order number when requesting duplicate tickets from the Box Office.

What terms apply to membership purchases?

Memberships are valid for up to one year from the date of purchase.

Members in the Good Friend and Best Friend tiers are eligible for ticket discounts.

Your membership is registered under the email address you used to join, please log-in with this email in order to make use of any associated discounts available.

Membership purchases are final and are non-refundable. Please ensure that you are happy with your selection before confirming payment.

How will my personal data be used?

Customers’ data is handled according to the legislation established by the Data Protection Act 1998 and General Data Protection Regulation. South Hill Park is committed to protecting your privacy.

Disclosure of your personal details at the time of booking gives us consent to the collection of this information. It also gives us consent for the safe storage and processing of this information, and for processing your order.

Are children or babies admitted?

Babies 24 months and under are free where admitted but must be seated on a lap and in the Lower Tier. They do not require a ticket. Babies on laps and booster seats are not permitted in the Middle and Upper Tiers.

A ticket is required for anyone aged over 24 months, irrespective of whether they occupy a seat or not.

For all performances, children aged 12 years or under must be accompanied by someone aged 18 years+.

What are the general house rules?

  • We reserve the right to refuse admission, or eject from the venue, any person we believe is likely to cause a nuisance, disturbance or threat to other patrons, the venue or its employees.
  • Those under 18yrs are not allowed in the building unless attending a pre-booked activity or accompanied by a responsible adult.
  • Please check the date and time printed on the front of your ticket. We cannot always rectify mistakes after a confirmed booking.
  • We can only refund tickets for a cancelled performance. Details of our ticket exchange and resale policy are set out above.
  • We reserve the right to make any alterations to the advertised programme without the need to offer a refund or exchange.
  • In the event of a cancelled performance, we will not be liable for extra travel or accommodation expenses. This also applies for a performance abandoned part way through.
  • Entry and re-entry are by ticket only.
  • Photography, film and audio recording of any kind is strictly prohibited, unless otherwise notified. We may confiscate any devices used for such activity at the ticket holder’s own risk.
  • We are not responsible for the loss or damage to your personal property whilst at the venue.
  • Strobe lighting, smoke effects, loud bangs and gunshots are sometimes used in productions.
  • This is a no smoking venue.
  • The venue does not have a cloakroom.
  • Eating and drinking inside the auditorium is not permitted.
  • Ticket holders consent to the recording and filming of themselves as members of the audience.
  • We are not responsible for the late running of any performances due to circumstances beyond our control.
  • We do not operate a Dress Code policy.

Courses and workshop terms and conditions


Workshop is a visual or performing arts class running for 1-4 sessions.
Course is a visual or performing arts class running for 5 sessions or more.

Terms and Conditions

If South Hill Park needs to cancel a Workshop or Course, we will endeavour to reschedule the sessions affected. If this is not possible, or a participant cannot attend the new date(s), a full refund will be issued.

In the event a Workshop or Course is cancelled by South Hill Park part-way through its scheduled duration, a pro-rata refund will be issued for those sessions affected.

It is the responsibility of the participant to check their availability before booking onto a Workshop or Course.

Workshops and Courses that fall on a Bank Holiday will run as programmed. South Hill Park will not issue refunds or credit for classes scheduled on a Bank Holiday that a participant cannot attend.

If you notice an error with your booking, you must inform South Hill Park immediately, as later rectification may not be possible.


All Workshop sales are final. Workshops are non-refundable and non-transferable, except in the event of cancellation by South Hill Park as detailed above.


Courses are non-refundable and non-transferable, except in the event of cancellation by South Hill Park as detailed above.

Where a participant wishes to cancel their attendance on a Course, and South Hill Park receives notification at least 14 days before the Course start date, a credit for the purchase price of the Course will be issued.

Where notice to cancel is received less than 14 days before the Course start date, a credit for 50% of the purchase price of the course will be issued.

Where notice to cancel is received after the Course start date, but before half of the scheduled sessions have taken place, a credit for 50% of the purchase price will be issued.

No credit or refund will be issued where notice to cancel is received after the half-way point in any Course.

Credit is valid for one year from date of issue and may be used against any Workshop, Course, event or show run by South Hill Park.

Data Sharing

Many Workshops and Courses require tutors to send participants essential information and instructions before or during sessions. By purchasing a place on our Workshops or Courses, you are granting permission to South Hill Park to share your booking and contact details with tutors for this purpose.

General Behaviour

It is important that our Workshops and Courses are safe and inclusive spaces. We reserve the right to refuse admission, or remove from the venue, any person we believe is causing a nuisance, disturbance or threat to other patrons, the venue or its employees. Please treat each other and your tutor with respect.

Health and Safety

Many of our Workshops and Courses involve machinery, equipment or activity that could pose a health and safety risk to yourself and others if not used correctly. Your tutor will provide you with a health and safety induction and will ask you to sign to say you have understood the procedures. This is mandatory to take part in the activity. We reserve the right to refuse your return to the Workshop or Course if you disregard the procedures in the agreement.

Site Terms and Conditions

These terms of use govern your use of our site. Please read these terms in full before you use this site. If you do not accept these terms of use, please do not use this site.

Your continued use of this site confirms your acceptance of these terms.

Site Access

It is not necessary to register with us to use most parts of this site. Please note that particular areas of this site will only be accessible if you have registered.

Viewing the Site

The South Hill Park website can be viewed on Windows, Mac, Linux, iOS, Android, or any other device with a modern web browser.

We highly recommend updating to the newest version of whatever browser you are using to view this website.

We support the following desktop browsers:

  • Internet Explorer 9 and newer
  • Chrome 33 and newer
  • Safari 5 and newer
  • Firefox 4 and newer

Note: Some site features won’t function as expected on Internet Explorer 8 as the site has been optimised for newer browsers using the latest HTML 5 and CSS 3 technologies.

The website interface has been developed to work on both desktop and mobile/tablet devices.

We support the following mobile browsers:


  • Safari (default browser)
  • Chrome


  • Internet
  • Firefox
  • Chrome

Note: Android default browser varies per mobile device.

If a site feature doesn’t work when using a browser version listed above, please provide as much of the following information as you can when you contact us:

  • An explanation of the issue.
  • Identify the browser and version you were using.
  • Identify the operating system and version on your computer.
  • A screenshot of your issue.

Use of this Site

You can use this site for your own private purposes under these terms of use.

You may print and download material from this site if you do not change or reproduce it without our prior written consent.

Site Uptime

We take all reasonable measures to ensure that this site is operational all day, every day. Sometimes technical issues may result in some downtime. We will not be liable if this website is unavailable at any time.

Where possible we try to give advance warning of maintenance issues that may result in site down time. We are not obliged to provide such notice.

Visitor Provided Material

We consider any material that a visitor to this site sends or posts to this site non-proprietary and non confidential. This entitles us to use all material provided to us as we deem appropriate, except for personal information. We handle all personal information in under the requirements of the Data Protection Act 1998.

When using this site visitors must not post or send to or from this site any material:

  1. for which you have not obtained all necessary consents;
  2. that is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom,
  3. which is harmful in nature including, and without limitation, computer viruses, Trojan horses, corrupted data, or other potentially harmful software or data.

Links to and from Other Sites

Throughout this site you may find links to third party sites. The provision of a link to such a site does not mean that we endorse that site. If you visit any site via a link on this site you do so at your own risk.

You can link to this site if you observe the conditions below:

  1. you do not seek to imply that we are endorsing the services or products of another party unless agreed with us in writing;
  2. you do not misrepresent your relationship with this site; and
  3. the site from which you link to does not contain offensive or otherwise controversial content or, content that infringes any intellectual property rights or other rights of a third party.

By breaching the clauses above you will indemnify us for any loss or damage suffered to this site as a result of such linking.


Whilst we take all reasonable steps to ensure that the information on this site is up to date and accurate, we do not guarantee this.

We provide all material on this site without any warranty of any kind. You use the material on this site at your own discretion.

Exclusion of Liability

We do not accept liability for any loss or damage that you suffer as a result of using this site.

Nothing in these terms exclude or limit liability for death or personal injury caused by negligence which cannot be excluded under the law of the United Kingdom.

Law and Jurisdiction

These terms of use are governed by English law. Any dispute arising in connection with these terms of use will be subject to the exclusive jurisdiction of the Courts of England and Wales.

Our Details

Our company details are available on our contact page.