Terms & Conditions

Last Updated on: 25 March 2024

- Please arrive in good time for the performance as latecomers cannot always be admitted.
- The use of mobile phones, cameras and recording equipment is strictly forbidden.
- We may ask to search bags as a condition of entry to the theatre.
- Large bags and suitcases are not permitted in the auditorium.
- Tickets are non-refundable, except in the event of a cancelled performance.
- We reserve the right, in extreme circumstances, to cancel any performance without prior notice.
- We will endeavour to contact all customers where possible and issue a full refund.
- In the event of a cancelled performance, we will not be liable for any additional travel or accommodation expenses.
- We reserve the right to make changes to the advertised programme and/or cast without prior notice.
- We reserve the right to refuse admission.
- Special effects and smoking may be included in a performance. (Notices will be posted Front of House regarding any such effects. Anyone who has susceptibility to any type of special effect should contact Box Office at the time of booking.)
- We cannot be held responsible for the loss or damage of personal property in the theatre buildings.

Data Protection 

- The information you provide is stored and processed through our Service Provider, Tessitura Network a not for profit organisation supporting arts and culture organisations across the world.
- Your details are managed in accordance with the General Data Protection Regulations and you can read full details of this in our Privacy Policy.

Tickets

- Upon receipt of your tickets, please check that they are for the correct performance, date and time, as mistakes cannot always be rectified once a booking has been confirmed.
- The performance venue will be confirmed at the time of booking, included in your pre-visit email and your smartphone ticket. Refunds will not be issued for customers who mistakenly attend the wrong venue.
- Unpaid reservations will be held for a maximum of three days. Any reservations still unpaid for an hour before the show will be released for general sale.

Exchange & resale

- Subject to availability, we can exchange tickets for another performance of the same show. If the subsequent balance is higher, we will ask for the difference in payment. If the balance is lower, this balance will not be refunded or credited. The tickets must be returned for sale at least 48 hours before the performance.
- In the event of a sold out performance, we may provide a resale service. The value of any resold ticket will placed as credit on your account and can be redeemed against the purchase of tickets for a future show. No alternative refund by cash, card or cheque is available. We cannot guarantee that tickets put up for resale will be sold.
- Reselling a ticket for profit or for personal or commercial gain makes it void.

Discounts

- Discounts are subject to availability and only one discount per ticket can be claimed.
- We reserve the right to introduce discounts and other price changes without prior notice.
- Any discounts must be asked for at the time of booking as the price difference cannot be refunded at a later date.
- Proof of eligibility will be required to receive a discount.

Children

- All customers must hold a ticket to be admitted into the auditorium. Free passes for children under 18 months are available for suitable shows.
- Any children over 18 months must have their own ticket and occupy their own seat.
- A parent or guardian must supervise children under the age of 14 at all times whilst in the theatre buildings.
- All age recommendations refer to the minimum age and are assessed according to complexity, issues and strength of language. Details of individual show content can be obtained from Box Office.

Latecomers

- Please arrive in good time for the performance as latecomers may not be admitted.
- Every effort will be made to ensure the admittance of latecomers at a suitable break in the performance but admission cannot always be guaranteed.
- This may also apply to customers who leave their seat during the performance.

Complaints Policy

Liverpool Everyman & Playhouse welcome feedback, positive or negative. If a complaint is made about a situation that you do not feel we handled well or appropriately, we will try to put things right for the person or organisation that has made the complaint and will try to learn and improve in the future. 

Please note that this policy does not cover complaints from employees or people engaged by us on a freelance basis; they should use the relevant Grievance policy. 

Complaints or concerns that concern the safeguarding and welfare of young or vulnerable adults to whom we have a duty of care should be directed to [email protected] or by calling 0151 706 9113.

Details of how to make a complaint will be published on our website.

The aims of this policy are:
•    To provide our customers with the best possible service
•    To provide a fair complaints procedure which is clear and easy to use for anyone wishing to make a complaint
•    To publicise the existence of our complaints procedure so that people know how to contact us to make a complaint
•    To make sure everyone who works for the theatres knows what to do if a complaint is received
•    To make sure all complaints are investigated fairly and in a timely way
•    To make sure that complaints are, wherever possible, resolved and that relationships are repaired and that our values are at the forefront of every interaction
•    To gather information that helps us to improve what we do
 

Definition of a Complaint
A complaint is any expression of dissatisfaction, whether justified or not, about anything a person experiences in their interaction with us.

Where Complaints Come From
Complaints may come from audience members, visitors, suppliers or any member of the general public.

A complaint can be received verbally in person whilst onsite; by email; or in writing.

Complaints or comments made via our social media channels are not covered by this policy, but by our Social Media Policy.

Confidentiality
All complaint information will be handled sensitively, telling only those who need to know and following any relevant data protection requirements.

Responsibility
Overall responsibility for this policy and its implementation lies with our Head of Administration.

Review
This policy is reviewed regularly and updated as required.

Complaints Procedure 

Written complaints may be sent to: [email protected]

or to:    Feedback
Liverpool Everyman 
5-11 Hope Street
Liverpool 
L1 9BH
 

If you have a complaint about the Company’s premises, events or activities, you can make a verbal complaint in person at the time, to any member of staff in attendance. Complaints cannot usually be made in person after your visit, or via the telephone. Please note we will not tolerate aggressive or abusive behaviour towards staff members, and anyone behaving in such a way may be asked to leave the premises. Please see our Safe Spaces Charter here: https://www.everymanplayhouse.com/our-safe-space-commitments
 

Receiving Complaints
When a complaint is received through the channels above, it is important that the details are properly recorded.

On most occasions, complaints made in person will be directed to one of our Duty Management team at the Theatres. When receiving complaints in person, the Duty Manager who receives the complaint should:
•    Record the facts of the complaint on our Customer Relationship Management software (Tessitura).
•    Take the complainant's name, email and / or postal address and telephone number
•    Note down the relationship of the complainant to the theatres (for example customer, supplier, supporter)
•    Tell the complainant that we have a complaints procedure
•    If the complaint cannot be resolved at this point, tell the complainant what will happen next and how long it will take
•    Where appropriate, ask the complainant to send a written account by post or by email so that the complaint is recorded in the complainant’s own words
•    Inform the complainant that they will receive a response in writing by email / post
 

Investigating Complaints 
At any stage of the process below, an investigation into the facts of the complaint may be held.  This may involve interviewing the complainant, staff members, witnesses to any incidents and reviewing the paperwork of the case and speaking with the person who dealt with the complaint at an earlier stage, if relevant.

If the complaint relates to a specific person, they should be informed and given an opportunity to respond.  

Ideally complainants should receive a definitive reply within four weeks.  If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given. Whether the complaint is upheld or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.
 

Resolving Complaints
Stage One
In many cases, a complaint is best resolved by the person responsible for the issue being complained about. The Duty Manager will aim to resolve your complaint in person, or via follow up when they are next on shift.  If following up, the Duty Manager will specify when you should expect to be contacted.

If/when the complaint has been received by the person responsible for the issue, they may be able to resolve it immediately and should do so if possible and appropriate.  A record of the complaint and action taken should be recorded by the Duty Manager.

Stage Two
If the complaint cannot be resolved immediately, or if you are not satisfied with the Duty Manager’s response, you can follow up via email or mail using the details above. The Duty Manager will not take information for us to call or email to follow up.  When your complaint is received in writing, it will be escalated to the Head of Audience Experience for review.

If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.

Complaints should be acknowledged by the person handling the complaint within a week.  The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply.  A copy of this complaints procedure should be attached.

Ideally complainants should receive a definitive reply within two weeks.  If this is not possible because, for example, an investigation has not been fully completed, a progress report should be sent with an indication of when a full reply will be given.

Whether the complaint is justified or not, the reply to the complainant should describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken as a result of the complaint.

Stage Three
If you do not feel that the problem has not been satisfactorily resolved at Stage Two, you can request that the complaint is reviewed by the Head of Audience Experience. 

Your complaint should be acknowledged within a week of receiving it.  The acknowledgement should say who will deal with the case and when the complainant can expect a reply. 

The decision taken at this stage is final, unless it is appropriate for referral to the Head of Administration, a member of the Executive, Board of Trustees, or external assistance with resolution.  A record of the complaint will be kept on the form provided.

As per our terms and conditions, refunds for tickets are only offered in the event of a cancelled performance or event.  Any other compensatory measures or gestures of goodwill will be facilitated at the discretion of person dealing with your complaint. Please see our full terms and conditions here: https://www.everymanplayhouse.com/terms-and-conditions. 

Record Keeping
Notes from investigations and correspondence to and from the complainant will be kept on individual customer records for as long as the record is active, following the conclusion of the response to the complaint.

Variation of the Complaints Procedure
This procedure may be varied for good reason, for example, to avoid a conflict of interest. You will be informed if this is the case, and how your complaint is being dealt with. 

Monitoring and Learning from Complaints
Complaints are monitored on a regular basis by the Audience Experience team and reports are made about trends and specific incidents (anonymously) to the Board of Trustees on a quarterly basis, in order to identify any trends which may indicate a need to take further action.