Lakeside Arts
Part of University of Nottingham
Lakeside Arts

Terms and conditions of sale

The following terms and conditions listed below will apply between you and the University of Nottingham for the sale and purchase of the items contained in your basket. The terms do not affect your statutory rights as a consumer.

  1. Definitions and interpretation

"Event" means an entertainment event including, without limitation, a concert, exhibition, theatrical, dance and/or music event to be held at a Venue in respect of which We have the right to sell You Tickets.
"Tickets" means tickets for an Event sold by Us to You for the right to occupy space at or to attend an Event.
"Venue" means any facilities or locations of any nature where the Event is being held.
"We" means Nottingham Lakeside Arts, University of Nottingham. "Us" and "Our" shall be read accordingly.
"You" means you or anybody who in Our reasonable opinion is acting with your authority or permission. "Your" shall be read accordingly.
"Promoter" means the person, firm or company staging the Event if different from Us and the Venue.

  1. Headline Terms and Conditions

These terms are printed on the back of and apply to all tickets sold by organisations belonging to the Ticketing Network East Midlands (TNEM) consortium. TNEM is a limited company, the founding members of which are Dance4, Nottingham Lakeside Arts, Nottingham Playhouse, and Nottingham Theatre Royal & Royal Concert Hall. These terms are reproduced here for Your information:

  • Please be aware that latecomers may be admitted only at a suitable break in the performance. At some Events latecomers may not be permitted entry.
  • In the event of unforeseen circumstances, it may be necessary to change Your seat allocation. We will inform You at the earliest opportunity but We will not be obliged to refund monies or exchange tickets.
  • The unauthorised use of a camera, video, audio or other recording device including mobile phones is strictly prohibited.
  • All information is correct at point of sale. On rare occasions it may be necessary to change the published detail of the Event, including advertised performers and event times without being obliged to refund monies or exchange tickets.
  • We reserve the right to refuse admission or to eject a ticket holder for behaviour We consider unacceptable.
  • If you experience a problem whilst at the venue or during an event, please bring it to the attention of the Venue's Duty Manager immediately.
  1. Tickets

All Tickets are sold subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with us prior to purchase, as purchase of Tickets constitutes acceptance of these Terms and Conditions.

A valid Ticket must be produced to get into a ticketed Event. All persons require a ticket, regardless of age; please note this includes babies. Removing any part of, altering or defacing the Ticket may invalidate Your Ticket.

It is Your responsibility to check Your Tickets as, if you have made a mistake, it cannot always be rectified after purchase. Please check your Tickets on receipt carefully and contact us immediately if there is a mistake.

We will not be responsible for any Ticket that is lost, stolen or destroyed. It is not always possible to issue duplicate tickets, for example for non-seated events where there is a possibility of both the original and duplicate tickets being used, compromising the licensed capacity of the venue. Duplicates may therefore be issued at Our discretion. If duplicates are being issued, an administration charge may be levied. We reserve the right to provide alternative seats at an Event to those specified on the Ticket if the staging of the Event reasonably requires, provided they are of no less value to that stated on the Ticket.

Where a concession is claimed, proof of identity and concession entitlement (for example of age or student status) may be required.

All credit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of Your payment card refuses to authorise payment to Us, Your order will not be accepted and We will not be liable for any delay or non-delivery.

Ownership or possession of a Ticket does not confer any rights (by implication or otherwise) on You to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the Ticket.

  1. Price and Payment

The price of the Ticket shall be the price set at the time We accept Your order. All prices set are inclusive of any applicable taxes and per ticket administration fees.

No order will be accepted until We have received full payment.

  1. Delivery

Tickets will only be delivered to the billing address or primary email address of the debit/credit card holder unless We specifically offer You the facility for Tickets to be sent to an alternative address.

If Your Tickets are not being held at the Venue box office, and You have not received Your Tickets from Us 72 hours prior to the Event, please contact Us.

If Tickets dispatched by Royal Mail ordinary post, special delivery or registered post are returned to Us as "addressee unknown" We reserve the right to cancel Your booking and make a refund of the Ticket price only.

We reserve the right to make Tickets available for collection at the Venue box office. You will be notified by telephone, email or in writing of the arrangements for collection (using the details provided at the time of ordering) if this becomes necessary. Where there is not enough time to deliver Tickets, You will be told at the point of purchase the arrangements for collection of Your tickets.

If You are collecting Your Tickets from the Venue box office, You must have Your acknowledgement of order and the credit/debit card used to make the order with You. You will be able to collect Your Tickets at any time during Box Office opening hours prior to the start of the Event.

If Your delivery address is not within the United Kingdom you may be subject to import duties and taxes, which are levied once a shipment reaches your country. Any such additional charges for customs clearance must be borne by you. You should note that customs policies vary widely from country to country; the University of Nottingham advises each customer to contact their local customs office for further information. You should be aware that cross-border shipments are subject to opening and inspection by customs authorities.

  1. Refunds and Exchanges

Except where We offer an applicable Ticket exchange or resale facility, Tickets cannot be exchanged or refunded after purchase unless the performance is cancelled or rescheduled (subject to below) or where there is a material change to the programme of Event. Where an Event is cancelled or rescheduled (subject to below) by the Venue or Promoter, where an Event is cancelled or rescheduled due to circumstances beyond Our control, or where there is a material change to the programme of the Event, You will be entitled to claim a refund from Us in accordance with this clause.

A 'material' change is a change which, in Our reasonable opinion, makes the Event materially different to the Event that purchasers of the Ticket, taken generally, could reasonably expect. The following examples shall not be a material change:

  • The use of understudies in a theatre performance
  • A change of soloist for a classical concert
  • A partial change of repertoire for a classical concert

Where such a refund is sought You must bring this to Our attention as soon as possible upon becoming aware of such change, cancellation or where the Event has been rescheduled, prior to the rescheduled Event. The refund for the tickets equals the ticket price paid in accordance with recognized good practice. Refunds shall only be made to the person who purchased the Tickets and, when possible, be made using the same method as was used to purchase the Tickets except, at Our discretion, where payment was made by cash.

  1. Liability

Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by You are at your own risk. Liability for the cancellation or rescheduling of an Event, or for material changes to an Event, will be limited to the refund as set forth in above.

Neither We nor the Promoter will be responsible for any loss, theft or damage of Your personal belongings, other than caused as a result of Our negligence or that of the Venue or the Promoter or other breach of statutory duty.

Although we take every care to ensure accuracy, We make no warranties as to the accuracy of the information we place on our web pages.

The extent of Our liability for any breach of these terms and conditions shall be limited to the value of the goods ordered by You in the relevant transaction, however nothing in these terms and conditions shall exclude or limit Our liability for death or personal injury as a result of Our negligence.

  1. Cancelled and Re-scheduled Events

It is Your responsibility to ascertain whether an Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event. Where an Event is cancelled or re-scheduled, We will use Our reasonable endeavours to notify You using the details You provided Us with at the time of ordering. We do not guarantee that You will be informed of such cancellation before the date of the Event.

It is Your responsibility to inform Us of any change to the contact address, telephone number or email address You provide Us with at the time of ordering.

  1. Use of Details and Data Protection

The University of Nottingham is registered as a Data Controller under the Data Protection Act 1998 (registration No. Z5654762). We are committed to protecting your personal data and informing You of Your rights in relation to that data. Accordingly, We will process your personal data in accordance with the General Data Protection Regulation (GDPR) and the Data Protection Act 2018.

To carry out Our business and provide the service detailed in this contract, we will process Your personal data to:

  • Fulfil ticket, merchandise, donation and membership requests.
  • Process payments. Please note that Nottingham Lakeside Arts does not store any Credit Card or other payment information once the transaction has been completed and we will ensure that this is carried out securely and in accordance with the Payment Card Industry Data Security Standard (PCI-DSS).
  • Provide the best possible customer services and to help us with internal administration.
  • Contact you with important information relating to your booking or purchase, such as confirming your order, reminding you of an upcoming performance you’ve booked for or letting you know about changes or building works that may affect your visit.

We will only send marketing communications to You if you have consented to receive such information.

As part of the booking process, We may request Your consent to share your details and contact preferences with relevant Promoters. You will always be able to opt out of their communications by contacting them directly.

We will never share, sell, rent or trade your personal information to any third parties for marketing purposes without your prior consent.

We rely on legitimate interest as a legal basis for capturing and processing photos and videos of those engaging with our Events for marketing and promotional purposes. When attending an Event where photography or filming is taking place, Ticket holders will be presented with the appropriate privacy notice. The Promoter may use such films and recordings (including any copies) without payment.

Our full Privacy Notice is available on Our website:

  1. Resale and Use of Tickets and Property

You may not re-sell or transfer a Ticket if prohibited by law. In addition, re-sales or transfers of Tickets may be prohibited for certain events subject to the specific terms and conditions of those events. Tickets must not be resold for profit, in which circumstances We reserve the right to cancel tickets or refuse admission without notice and without being obliged to refund monies.

If you find you are unable to attend, please contact Our box office to ensure that You do not breach the terms and conditions of sale. We are able to offer a resale service, where we will attempt to resell tickets on Your behalf. We cannot guarantee that we will be able to resell tickets in all circumstances and We will not be liable for or able to offer a refund on any tickets We are unable to resell.

Where a Ticket is offered for resale in line with these terms and conditions, you must provide to the buyer full details of the ticket. Buyers must also be made aware of these terms and conditions and any other terms and conditions that are specific to the event. You should check whether any special terms apply before offering a free Ticket for resale.

  1. Void Tickets

Any Ticket obtained in breach of these terms and conditions shall be void and all, rights conferred or evidenced by such Ticket shall be void. Any person seeking to use such a void Ticket in order to gain or provide entry to an Event may be considered to be a trespasser and may be liable to be ejected and liable to legal action.

Void Tickets are non-refundable.

  1. Conditions of Admission

We reserve the right to refuse Ticket holders admission to the Venue in reasonable circumstances including for health and safety, licensing reasons or where a Ticket is void.

We also reserve the right to request that Ticket holders leave the Venue at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the Venue may remove a Ticket holder who:

  • has behaved in the Venue in a manner which, in the reasonable opinion of the Venue has, or is likely to affect the enjoyment of other visitors; or
  • uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or
  • in the reasonable opinion of the Venue is acting under the influence of alcohol or drugs; or
  • fails, when required, to produce proof of identity or age.

You must comply with instructions and directions given by Venue staff and stewards. No refunds will be given to Ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the examples above.

  1. Restrictions and Prohibitions

The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any Venue is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made of an Event in breach of these conditions shall belong to the Promoter. The Promoter and Venue will not be liable for any loss, theft or damage to confiscated items.

Ticket holders shall not bring into the Venue or display or distribute (whether for free or not) at the Event any sponsorship, promotional or marketing materials.

All mobile telephones and other communication devices must be switched off for the duration of the Event, unless otherwise instructed.

Every effort shall be made to admit latecomers to Events at a suitable break in the Event, which may be the interval, but late admission cannot be guaranteed.

Ticket holders may only leave and re-enter the Venue during an Event at the discretion of the management of the Venue. Otherwise, there will be no re-admission or pass-outs of any kind.

The obstruction of gangways, access-ways, exits, entrances or staircases, congregating in non-designated areas or seeking entry to stands or seats for which You do not hold a Ticket is strictly forbidden.

  1. Health and Safety

Ticket holders must comply with all relevant statutes, safety announcements and Venue regulations whilst attending the Event.

If Ticket holders have any special requirements or concerns about any special effects which may be featured at the Event, prior notice should be provided when ordering Tickets. Special effects may include, without limitation, sound, audio visual, pyrotechnic effects or lighting effects.

  1. Dispute Resolution

If any dispute arises out of these Terms and Conditions, We will attempt to settle it. To this end We shall use Our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to both parties.

If You experience a problem whilst at the venue or during an event, please bring it to the attention of the Venue’s Duty Manager immediately.

  1. Waiver

If We delay or fail to enforce any of these Terms and Conditions It shall not mean that We have waived our right to do so.

  1. Assignment

We shall be entitled to assign any of Our rights and obligations under these Terms and Conditions provided that Your rights are not adversely affected.

  1. Severability

If it is found by a Court that any of these Terms and Conditions for any reason cannot be enforced, this shall not prevent the other provisions from continuing to apply.

  1. Third Parties

Any person, other than the Venue or Promoter, not a party to these Terms and Conditions shall have no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions. The Act can give rights under some contracts to third parties who are not parties to those contracts but in this case only We, the Venue, the Promoter and You (or your assignees permitted hereby) have rights and obligations under this contract.

  1. 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. 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.

  1. No Partnership or Agency

Nothing in these Terms and Conditions and no action taken by You or Us under these Terms and Conditions shall create, or be deemed to create, a partnership, joint venture or establish a relationship of principal and agent or any other relationship between You and Us beyond the relationship created under these Terms and Conditions.

  1. Governing Law and Jurisdiction

These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.