Ticketing Terms

Terms & Conditions for the sale of entertainment tickets

The Management reserves the right to refuse admission or re-entry to a performance; under these circumstances refunds or exchanges will not be offered. The Management reserves the right to alter or amend the programme without prior notice as a result of unforeseen circumstances. Latecomers may either be asked to wait until a suitable break in the performance, or be refused admission. Any recording of the performance (either audio or visual) is prohibited. The Management reserves the right to refuse entry of, and use of, such equipment on the premises.

By purchasing a ticket you agree to these terms and conditions.

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    Concessions are available to full-time students, those aged under 18, senior citizens, children, unwaged, people with registered disabilities and performers/creatives registered with spotlight, equity or musicians union. All concessions are subject to availability and must be mentioned at the time of booking.
    The Arts Centre has a strict latecomers policy, the centre doors will be closed at the start of the performance and there will be no admission for latecomers. Tickets are non-refundable.
    Some of our shows have age recommendations, and children can only be admitted with adequate adult supervision.
    We welcome younger children, but if they become unsettled during a performance we may ask you to take them outside. Some of our shows have strict age restrictions according to content.
    Tickets must not be sold for profit or commercial gain by any outlet other than Hounslow Arts Centre or one of its authorised agents. Failure to comply will make this ticket and transaction void.
    If a performance is sold out we will endeavour to sell any returned tickets to the waiting list for that specific performance only, subject to availability. If a ticket is resold we will issue a voucher to you for your ticket. The voucher will expire after 12 months, from the date of the issue of the voucher and can be used for payment for future bookings at Hounslow Arts Centre only.
    A re-sale will incur a charge of £2 administration fee per ticket and the seller must contact the box office the day after to confirm sale.
    We accept cash, VISA, Mastercard, Maestro, and Delta. We do not accept American Express or cheques.
    Once purchased tickets cannot be exchanged or refunded. We will only offer ticket refunds for cancelled shows.
    We regret that we will not be able to offer a refund or exchange on your ticket(s) if you are refused entry to a performance due to being late or due to not complying with the house policy.

    Hounslow Arts Centre
    House Policy

    Our Commitment to our Guests and Fellow Staff
    We (the management and staff of Hounslow Arts Centre) are committed to providing you with friendly, safe and secure service. In order to create and protect this environment, we have initiated a House Policy (for the benefit of our guests and staff) the key points of which are outlines below.
    Service of Alcohol – “No More, it’s the Law”
    While it is our business to assist our guests to enjoy themselves, it is our responsibility to ensure that alcohol is sold and supplied in a responsible manner. Under the Licencing Act 2003, it is an offence to sell, supply or allow alcohol to be supplied or consumed by “a person under 18 years of age”, or “a person who is duly intoxicated or disorderly behaviour. Staff will have been instructed to refuse service of the sale of Alcohol under these circumstances.
    Proof of Age
    Staff & Security must, as we are obliged to by law, request identification if there is any doubt that a quest is under 18 years of age. To ensure full compliance of Hounslow Arts Centre policy requires staff & security to request proof of age if a person is suspected to be under 21 or 25 years of age. There are 3 forms of acceptable ID as a proof of age:
    1). Valid Passport of any Nationality. 2). Photo Driving License 3). Pass Card issued by the Government. 4). Nationality Card
    There are no exception and any documents believed to be false, defaced, or in the possession of a person who is not the owner, will be confiscated to be duly forwarded to the Local Police.
    Minors are allowed on the premises when they are being “responsibly supervised by a responsible adult”, i.e. parent, step-parent, guardian or other adult who has full parental responsibility for the minor, excising control over the minors behaviour. Minors are allowed at any time as long as there is a responsible adult with them.
    Intoxicated and or Disorderly Persons
    We will not serve, supply or allow alcohol to be consumed by unduly intoxicated and or disorderly persons. While we appreciate your patronage, if you are found to be unduly intoxicated and/ or disorderly, in the interest of all you will be asked to leave. In this instance we are happy to offer assistance by ordering taxis, contacting family friends, offering food, water or coffee. It is an offence for unduly intoxicated and or disorderly persons to be on a licensed premise.
    Harassment or abuse of staff members and/or guests
    The Management is committed to providing a safe and enjoyably environment for their valued employees and guests. Any person involved in any discriminatory practice whether direct or indirect, based on race, age, sex/sexuality, religion, political opinion, parental status, impairment, pre/post-natal responsibilities or social origin/practice will be asked to leave the premises or if the situation warrants the matter will be asked to leave the premises or if the situation warrants the matter will be reported to the police. With the same above principle the Management will also not tolerate any abusive (foul) language or violence towards any of their employees, security personnel or guests.
    Our Security Staff are operated by Pro Sentry Ltd who are professionally trained and licensed within the Security Industry, they possess a clear understanding of the House Policy and they are dressed in a manner that clearly distinguishes them from staff and customers.
    Pro Sentry Ltd staff have been authorised by management to conduct physical searches on customers or staff. They have been authorised for the following:
    Search Refusal – Refuse Entry /eject a person off the site, Criminal Offence – Arrest, Valid ID – Refuse Entry/eject a person off the site or Intoxicated – eject off the site.
    Pro Sentry work very closely with the police to minimise any criminal behaviour or suspicious behave and have the responsibility to report any matters to the police.
    If a Valid ticket or Car Park ticket in not displayed on arrival Pro Sentry Ltd Staff have the right to refuse entry.
    Pro Sentry Ltd and Hounslow Arts Centre staff will not tolerate any form of Verbal or Physical Abuse by their customers, and will report matters to the police or assist in prosecution.
    Promotional Activities
    We will not allow promotional activity of any kind that constitute a risk to the safety and wellbeing of our staff or customers. Activities that encourage rapid or excessive consumption of alcohol or involve customers behaving in an unsafe manner will not be tolerated.
    The management and staff are committed to ensuring that at all times; the noise emanating from the venue does not exceed the noise limit as stated on the licence. We are also committed to ensuring that the impact of entrainment, customers and other venue related noise at no time negatively impacts on local residents or businesses.
    Responsible hospitality Practices
    The management and staff are committed to ensuring responsible hospitality practices are followed at all times. We will always have water freely available, use standard measures, have half measures available, limit the number of drinks
    purchased at one time, not allow the purchase of jugs of spirit, not offer as a promotional prize and have food available.
    Dress Code
    Depending on the event organisers please dress accordingly to the requirements to take part or watch the event take place. Please ask organisers for further information.
    Refusal of Service
    Service is refused to a customer in order to protect us all for the following reasons:

    1. 1. Safety of Customers
    2. 2. Safety of others
    3. 3. Provision of Licensing Act 2003
    Staff Training and Development
    The management’s aim is to continually improve staff training, assist in the development of hospitality careers and develop a positive balanced outlook.
    Service may be refused at any time in compliance with the House Policy and MUST be refused to customers who are minors (without being supervised by a responsible adult) or unduly intoxicated or disorderly. Continued training is undertaken to provide staff with a clear understand and responsibility, enabling them to act in a professional, educated and responsible manner in accordance with the law.

Our Sponsors

The Arts Centre, The Treaty Shopping Centre, High Street, Hounslow, TW3 1ES

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