Your Tickets
All tickets bought online can either be presented on a mobile phone, printed at home, delivered to you or picked up from the Box Office at least 15 minutes prior to the start of the performance. If collecting from Box Office, please bring along the method of payment used in the transaction as proof of identity. If your tickets were bought as a gift then please contact us from the email account associated with the purchase, and we will arrange for their collection by a third party. When purchasing online or by telephone, prices will include a £2 fee per transaction. Customers who do not wish to pay this fee may book in person.
Reservations
Tickets that have been reserved and are awaiting payment will be held for three working days. After this time, they will be put back on general sale. We cannot take ticket reservations within a week of a performance.
Concessions
For most shows, discounted tickets are available to children under 16 or in full time education, full time students with a valid NUS card, people with disabilities (and their personal assistants, if applicable), people aged 65 and over, and those out of work and in receipt of state benefits. Proof of status for concessions may be required when collecting tickets from the Box Office. We try to make our theatre accessible to everyone. If you have any particular requirements, please inform our Box Office when booking tickets.
Refunds and Exchanges
For tickets purchased on or after Monday 9 January 2023, you can exchange your tickets for another performance up to 48 hours before the show you have booked if you are no longer able to attend the performance or film and your booking is not greater than ten tickets for a fee of £1 per ticket. Unless an event is cancelled, all tickets will become non-refundable from this date.
For tickets purchased on or before Sunday 8 January 2023, if you are unable to attend a performance or film for any reason and if your booking is not greater than ten tickets, we will refund the face value of your tickets or exchange them to another event free of charge if you let us know 48 hours before the performance or film.
For groups over ten people, tickets are non-refundable or exchangeable.
Selling On
By purchasing our tickets, you agree that these can’t be re-sold for profit through any means. This will result in tickets being declared void.
Family Tickets
Family tickets are available for certain family shows. Family tickets must be comprised of at least four seats, with a minimum of two children.
Family Friendly
Gala Durham aspires to make all of our customers welcome, no matter how small and we really hope that our younger visitors become regulars at our theatre and cinema. In consideration of our audience and performers, we just ask that those under the age of three are only admitted to shows aimed at the very young. If in doubt, you can check with Box Office. For those under one year old, babes-in-arms tickets are available for selected shows.
Combined Tickets
If you are buying a combined ticket (a ticket for two events or more), your discount will be added at the checkout stage. The discount will be applied across all tickets in your basket, but will total the correct amount.
Offer Codes
If you have an offer code, you will be asked to enter it at the final checkout stage of your purchase. Offer codes are for a limited period and will expire 30 minutes prior to the performance beginning. Some events are excluded from offer codes, please check individual show web pages for details. Offer codes can be used online, over the phone or in person at the Box Office. Offer codes are not valid on tickets already purchased and can not be used in conjunction with any other offers. Offer codes apply to full price tickets only and exclude concessions and other sales promotions. Please check your booking carefully after entering an offer code, the ticket booking system will override any concession and sales promotion tickets in your basket (for example, an offer code will override a two for one offer, and treat them as two full price tickets which could make your total booking more expensive). Please contact our Box Office if you need any further help with offer codes.
Single Seat Policy
We are committed to ensuring that our performances are as fully attended as possible, both in the interests of our producers and our audiences. Occasionally, potential occupancy is compromised if we are left with unsold single seats, and as a business we need to manage the supply of tickets. In the majority of cases our single seat policy doesn’t hinder the ticket purchase process, but there will be instances when the online purchase process will fail, for example when customers are told they cannot buy two tickets because it would leave a single seat. We understand that customers may have specific access requirements and we would always do our best to cater for these, offering alternative solutions. If you would like further information on the policy, please contact our Box Office.
Latecomers
Latecomers will be admitted at the discretion of our Duty Managers. Please note, some performances have a strict ‘no latecomers’ policy and we are unable to refund ticket purchases if you miss the performance start time. As the theatre is situated in the centre of Durham City, we would advise you to consider possible traffic delays or parking difficulties when planning your journey.
Customer Service
We welcome your feedback regarding all aspects of our theatre. You can contact us at our Box Office.
