Terms & Conditions
We sell tickets and associated products and/or services for events mainly held at our venue. We may also sell tickets and associated products for events not held at our venue.
The quantity of tickets made available for sale by us may vary on an event by event basis. Tickets are generally sold through our website, by phone, at our venue box office and by one of our recognised outlets. Buying tickets in advance is usually cheaper than using external ticket agencies or paying on the door.
To purchase from us, you must be 18 or over and have a valid credit/debit card issued in your name.
Any purchase from us is subject to: (i) this Booking Policy; and (ii) any special terms and conditions which may be displayed on our website.
Your contract for purchase starts once we have confirmed your purchase and ends immediately after the completion of the event for which you have booked tickets for, save that, if you have purchased any additional products in addition to your ticket(s), your contract for the purchase of such product will end 14 days after the date of delivery of the product to you. All purchases are subject to payment card verification and other security checks and your transaction may be cancelled if it has not passed our verification process
We reserve the right to cancel bookings which we reasonably suspect to have been made fraudulently.
3. Prices and fees
We charge the below small booking fee’s per transaction (not ticket). This helps us deliver a more efficient box office service.
Box Office/Phone: £1.50
We try to ensure that all prices on our website are accurate although errors may occur. If we discover an error in a price for a ticket or item you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling your order. If we are unable to contact you, you agree that we may treat the order as cancelled. If you choose to cancel after you have already paid the incorrect price, you will receive a full refund from us.
We regret that we cannot exchange or refund tickets once they have been purchased unless the event has been cancelled or rescheduled. See section 9 below for further details.
If you have purchased any additional products in addition to your ticket, you are entitled to cancel your transaction within fourteen (14) days of the date of delivery of the product. You are not entitled to cancel your associated ticket purchase in such circumstances. To cancel your product purchase, please contact us. Further details regarding your cancellation rights are set out in our cancellation information.
We aim to dispatch tickets as soon as possible. We are not able to specify the exact dates of dispatch, as the arrangements for dispatch depend on the particular event.
Please allow as much time as possible for your tickets to arrive. If your tickets have not arrived five days before the event (or, if you are travelling, five days before you leave on your journey), please contact us if the tickets were purchased from us directly. For non-received, lost or stolen tickets purchased through a recognised outlet please contact the outlet that the tickets were booked/purchased through.
We post tickets to the billing address of a credit card. If the address in your booking does not correspond to that held by your credit card company, we may cancel your tickets.
We reserve the right to make tickets available for collection by you at the venue box office. We will notify you by telephone or email of the arrangements for collection (using the details provided by you at the time of ordering) if this becomes necessary. You may be required to provide your booking confirmation email and your photo ID to collect tickets.
If you have selected the ‘Care of Box Office’ option when booking your tickets they will be available for collection from the box office. To collect your tickets from the box office you will need to have your order reference number OR card you purchased with to hand (your order reference can be found on your confirmation email or requested over the phone at the point of purchase). If you are collecting a ticket(s) on behalf of someone else you will need your order reference of the booking OR the last 4 digits of the card that was used to purchase the ticket(s). Where possible we request the purchaser to inform the box office of who will be collecting their tickets on their behalf.
Any ticket you purchase from us remains our property and is a personal revocable licence which may be withdrawn and admission refused at any time. If this occurs, you will be refunded the sale price of the ticket which has been withdrawn or for which access was refused (excluding the relevant per transaction booking fee).
When you receive your tickets, please keep them in a safe place. We will not be responsible for any tickets that are lost or stolen.
It is your responsibility to check your tickets; mistakes cannot always be rectified.
You have a right only to a seat of a value corresponding to that stated on your ticket. We reserve the right to provide alternative seats (whether before or during the event) to those initially allocated to you or specified on the tickets.
BEWARE OF SECONDARY TICKETING (touts, eBay, etc). Fraudulent tickets such as cancelled and duplicated tickets are often sold on the secondary ticketing market. We are unable to help with ticketing problems unless tickets are purchased with an authorised ticketing agent.
Advance booking is required for all catered events. Dietary requirements, allergens and intolerances must be notified upon booking and in any instance no later than 3 working days before the event.
Where stated concessions are available for children (Under 18), students (with valid ID) and adults (over 60).
You may be limited to a specified number of tickets for an event. We reserve the right to cancel tickets purchased in excess of this number without prior notice.
Tickets may be sold subject to certain restrictions on entry or use, such as restricted, obstructed or side view or a minimum age for entry. Any such restriction shall be displayed on our website or otherwise notified to you before or at the time you book the tickets. It is your responsibility to ensure that you read all notifications displayed on our website.
A ticket shall not be used for advertising, promotions, contests or sweepstakes, unless formal written permission is given by us, provided that even if such consent is obtained, use of our trademarks and other intellectual property is subject to our prior consent.
Gift vouchers are redeemable for some events at our venue. Vouchers , gift vouchers may not be redeemable on certain specific private events, promoter events or 3rd party hire events. Vouchers are not be redeemed at the café or bar.
Gift vouchers are only redeemable until the expiry date stated on the voucher, vouchers are not redeemable for cash and no change can be given.
It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rearranged event. If an event is cancelled or rescheduled, we will use reasonable endeavours to notify you of the cancellation. We do not guarantee that you will be informed of such cancellation before the date of the event.
Advertised start times of events are subject to change.
We reserve the right to alter or vary the programme due to events or circumstances beyond our reasonable control without being obliged to refund monies or exchange tickets, unless such change is a material change as described in section 9, in which case the provisions of this paragraph shall apply.
Except where we offer, at our absolute discretion, an applicable ticket exchange or resale or refund facility, once you have purchased a ticket from us you will not be entitled to exchange or to obtain a refund for that ticket other than as described in this section.
If an event is cancelled, or rescheduled (subject to the below) or where there is a material change to the programme of an event you may be entitled to a refund from the us or the promoter / hirer of the venue. However, for some events we operate as a ticket agent on behalf of the promoter / hirer of the venue and have no control over the cancellation, rescheduling or making of material changes to an event and so we will not be liable to refund you the price that you have paid for your ticket if you are unable to obtain a refund from the promoter / hirer of the venue.
A “material change” is a change which makes the event materially different to the event that the purchasers of a ticket, taken generally, could reasonably expect. For the avoidance of doubt, but without limitation, a change or retraction of a support act or band member shall not be a material change.
If an event is cancelled or rescheduled (including where an event is cancelled or rescheduled as a result of bad weather or other event outside of the control of us or the promoter / hirer of the venue) or if there is a material change to an event, we may decide to issue a refund (or the promoter / hirer of the venue may authorise us to issue a refund on their behalf), in which case we will use our reasonable endeavours to refund you the face value of the ticket (including any booking fees). If a promoter / hirer of the venue does not authorise us or we are otherwise unable to issue refunds directly, we will be able to provide you with information as to whom you should contact to seek a refund, but we are not liable to you for such refund if you are unable to obtain a refund from the applicable promoter or hirer of the venue.
If an event takes place over several days and one or more day(s) is/are cancelled (but not all the days constituting the event), a partial refund only may be payable corresponding to the day(s) cancelled.
If you wish to claim a refund in any of the circumstances described above, you should notify us as soon as possible and no later than 28 days after the applicable cancellation, rescheduling or material change. You must return any unused ticket(s) to us before we are able to process any refund. If we are able to provide you with a refund, as described above, we will refund you the face value price of the ticket (including any booking fees). Refunds will only be made to the person who originally purchased the ticket(s) and, wherever possible, will be made using the same method as was used to purchase the ticket(s) except, at our discretion, where payment was made by cash.
Nothing in this clause is intended to exclude or limit our liability to you where we fail to fulfil our obligations to you under this contract.
This booking policy does not and shall not affect your statutory rights as a consumer. For further information about your statutory rights contact Citizens Advice or the Department for Business Innovation and Skills.
10. Admissions, refusals and rejections
We reserve the right to refuse admission to and/or eject any person appearing to be intoxicated, under the influence of drugs, or otherwise behaving dangerously or inappropriately. No refunds will be given under these circumstances.
Every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.
11. Age restrictions
General admission: Unless specified we restrict the age of those attending General Admission events to patrons 14 years old and over due to sound levels and crowd profiles. Young people under 18 must be accompanied by a responsible adult.
Unreserved seating: For unreserved seating events young people under 18 must be accompanied by a responsible adult. We restrict the age of those attending seated events to children 14 years old and over, unless the event is identified as a ‘family event’ where we will specify what age it is suitable for.
Children (0-13) attending shows should have appropriate ear protection provided by their legal guardian. We are unable to provide suitable protection for younger patrons.
Accompanying adults should be confident that the child will not cause disruption to other patrons and may be asked to leave the venue if they do so without a refund.
Please ensure you read all the show details prior to booking tickets, once booked we regret that we cannot refund tickets.
General admission: When an event is billed as ‘General Admission’ the event will be standing room only. Depending on the number of attendees we may put a few seats out but this cannot be guaranteed and is at the venues discretion. If you require a seat due to a disability or injury please contact the box office prior to the event.
Seated (Unreserved): Seating will be provided for all ticket holders for events billed as ‘unreserved seating’; however it is not possible to reserve your seat. If you wish to be seated in the area that reflects your personal preferences please arrive promptly as people secure their place on a first come first served basis.
Patrons with seated tickets are to be remained seated at all times to ensure an unobstructed view for other patrons and for health and safety. Failure to stay seated when asked may result in ejection without a refund.
Allocated seating: For catered events we allocate seating in advance, where possible we allocate seating based on personal preferences but this cannot be guaranteed and preferences must be advised upon booking. Due to size of the venue and set up capabilities you may be seated with other customers.
13. Noise and sound levels
Please be aware that there may be high sound levels during some events and patrons may be subject to continuous sound levels which may cause potential damage to hearing.
We operate a neighbour friendly policy, due to our residential location, when leaving the venue please make as little noise as possible.
We are keen to promote equality opportunity and accessibility. Where possible we have taken the necessary steps to meet all customers’ requirements.
Our main entrance on York Street is ramped and lifts give access to all levels. An induction loop is provided for events in the auditorium, please contact a member of staff and ask for the technical team to activate this. Guide dogs are also welcome, but must be pre-arranged.
We offer a limited amount of complimentary companion or carer tickets per event, these are available on a first come first served basis by contacting the venue directly (max one per disabled patron). Companion ticket holders should be able to meet the needs and assist the person they are accompanying in the event of an emergency and provide a valid carers cad upon booking and entry.
We regret that for events billed as ‘General Admission’ (no seating); we are unable to provide seating by request on entry. If you notify us in advance upon booking we will do our best to accommodate your needs.
Some shows will contain strobe lighting or smoke effects. Should you be sensitive to pyrotechnics, strobe lighting and other stage effects speak to a member of staff on arrival at the venue and where possible inform the box office at the point of booking the event.
15. Recording and photography
For the satisfaction of other customers, tablet devices are not permitted to photograph or film during any performances. Customers who persist will be asked to leave the venue. No professional cameras (with large or detachable lenses), video cameras or tape recorders are permitted in the venue. Should you be found to have these on arrival you will be asked to either take them back to somewhere safe or security will confiscate until the end of the event, when the item can be collected upon exit at reception. We accept no responsibility for items left in our care. Small compact cameras/camera phones are permitted unless specified on the day of the show.
We understand that parents/guardians want to take photographs and video of their children at family events, projects or events with performing children, this is only permitted for personal use. Please avoid taking direct photographs/recordings of other children and refrain from uploading any images to social media or other sources where they can be viewed publicly. The Grand will take reasonable steps to inform the children, parents/guardians of our photography and recording guidelines. Photographs/recordings taken by patrons for personal use do not fall under the General Data Protection Regulations and are not the responsibility of The Grand, but solely of the patron who has taken the photographs/recordings.
All attendees (regardless of age) at The Grand consent to being filmed or recorded (images and sound) by or on behalf of us, the organiser or another authorised third party, and consent to their images (or likenesses) being used in any film, recording, photograph or other footage of the event. All rights in the recording shall be owned by the organiser, authorised third party or us absolutely. You agree that any recording may be used by us, the organiser or authorised third party in any media and for any purpose throughout the world, including, without limitation, for promotional materials and activities, merchandise, DVD’s or other commercial activities. No payment or compensation for use of your image or likeness shall be payable to you.
By attending The Grand you consent to being filmed or recorded by the police or other security staff for the purpose of safety and monitoring.
16. Food and alcohol
We do not permit customers to bring in their own food or beverages of any kind. Should you be found to have these on arrival the items will be confiscated until the end of the event, when the items can be collected upon exit at reception.
Free drinking water is available on request at bar.
We operate a Challenge 25 policy. Challenge 25 is the same principle as challenge 21. All customers who are lucky enough to look under the age of 25 will be required to provide ID when purchasing alcohol to prove that you are over 18.
If you are under 18 you are committing a criminal offence if you attempt to buy alcohol and you may be ejected without a refund or held until a responsible adult can come and collect you.
People over the age of 18 found purchasing drinks for those not of legal age will be ejected without a refund.
Only a valid passport, driving licence or I.D baring the PASS hologram are deemed acceptable forms of identification.
17. Prescription drugs and medication (over the age of 18)
We discourage customers bringing medication to the venue; however we do understand that in some circumstances it is essential. Therefore should a person attend a show with prescription drugs the following applies:
- Please make yourself known, on arrival to the event manager on duty. You will be asked to confirm what medication you have brought with you and if you feel you are at risk of needing medical assistance during the event.
- Prescribed medication must be clearly labelled with your name.
- Any person with items that are deemed unidentifiable/not in the original packaging or of a large quantity will be asked to speak with the first aider on the night who will assess the situation and the items may be removed until after the show and held in the medical room where they can be accessed if required.
- A person who intends to bring into a venue medical sharps will be asked to discuss their usage with the event manager and medical staff, in a private area, to ensure that their condition requires immediate access to these items and to also ensure the customer is aware of how to locate and access an area whereby they can administer the required treatment without any concern.
18. Prescription drugs and medication (under the age of 18)
Prescribed medicines may be administered where it is deemed essential to young people attending events. This policy has been developed to ensure the appropriate administering of medication to children attending events.
Prescribed medicines is defined as: “Authorised by a health care professional and dispensed by a pharmacist with a printed label, which includes the child’s name, dosage and expiry date.”
All medications will not be administered without parental written consent (prescribed or non-prescribed). Permission from parents/carers will be time limited.
Every 28 days this will be reviewed. All medications administered will be recorded on the child’s individual Medication Administration Record Sheet.
All records will be kept for a minimum of three years. All records are confidential and stored in accordance to our legal obligations.
Where possible, the child will administer their own medicine, under the supervision of a member of the first aid team. Where this is not possible, a first aid trained staff member will administer the medicine. If a child refuses to take their medication, staff will accept their decision and inform the parents/carers immediately. If necessary staff will call the emergency services if the refusal to take the medication will cause harm to the child’s wellbeing.
In all cases, there must be written parental permission outlining the type of medicine, dosage and the time the medicine needs to be given (Permission to Administer Form). These forms are available from The Grand.
19. Cloakroom and lost property
Coats rails are provided for customer use and are free of charge. This facility is not operated by a staff member and so any items left are done at the customers own risk. We do not accept any responsibility for customer’s belongings.
If you have lost an item whilst attending an event please contact the venue directly on firstname.lastname@example.org with a description of the missing item, date of the event, your contact details and any other relevant information. We will assist in any way we can.
The venue keeps lost property for a maximum of two months after this period they are passed on to local charity shops. Valuable items may be held for a longer period at the venues discretion.
Sensitive Items such as passports etc. are handed to the police if not collected within a 2 month time frame.
20. Show times and support bands
For the majority of music events, the doors for the auditorium open at 7.00pm with a curfew time of 11.00pm. The door time is printed on tickets and referenced on our website for all events. Our reception area and box office opens up to 30 minutes prior to the door time.
Stage times and support acts can be confirmed at request by contacting the venue on the day of the event by emailing email@example.com or phoning 01200 421599.
All times and support acts listed are subject to change and are to be used as guidance only. Do not use the stage times listed to make travel arrangements.
21. Smoking policy
In accordance with UK law, we are a non-smoking venue.
The use of electronic cigarettes is also prohibited.
You are able to smoke at the front of the venue (outside) when attending an event, cigarette bins are provided. Please ensure you have your ticket to regain entry to the event.
22. Queries and complaints
If you have any queries or complaints regarding your purchase, please contact us, quoting your order number.
If you have a query or complaint about the venue or event during the event please speak to a member of security who will try to assist and in turn, if necessary, contact the event manager to try and resolve the issue.
Complaints after an event should be sent in writing (via email) directly to firstname.lastname@example.org and clearly state the event attended and the date. Your email will be passed to the relevant department who will contact you in due course.
Neither we nor our promoters/event organisers will be liable for any loss, injury or damage to any person (including you) or property howsoever caused (including by us and/or by the promoter/event organiser):
- in any circumstances where there is no breach of contract or a legal duty of care owed by us or the promoters/event organisers;
- in circumstances where such loss or damage is not directly as a result of any such breach (save for death or personal injury resulting from our negligence); or
- to the extent that any increase in any loss or damage results from your negligence or breach by you of any of the terms of this Booking Policy and/or any terms and conditions of the promoters/event organisers.
To the maximum extent permitted by law, neither we, nor our relevant promoters/event organisers, shall be liable for any indirect, consequential losses or business losses, or any exemplary, special or punitive damages arising from your purchase. In accordance with this, please note that:
- personal arrangements including travel, accommodation, hospitality and other costs and expenses incurred by you relating to the event which have been arranged by you are at your own risk, and neither we nor the relevant promoters/event organisers shall be responsible or liable to you for any wasted expenditure, including where an event has been cancelled, rescheduled or otherwise materially altered; and
- neither we nor the relevant promoters/event organisers shall be responsible or liable to you for any loss of enjoyment or amenity, including where an event has been cancelled, rescheduled or materially altered.
Unless otherwise stated in this clause 23, our and any promoters/event organisers’ liability to you in connection with the event (including, but not limited to, for any cancellation, rescheduling or material alteration to the programme of the event) shall be limited to the price paid by you, excluding any booking fees.
Nothing in this Booking Policy seeks to exclude or limit our or any promoters/event organisers’ liability for death or personal injury caused by our or any promoters/event organisers’ negligence, fraud or other type of liability which cannot by law be excluded or limited.
This Booking Policy and any non-contractual obligations arising from or connected with them shall be governed by and shall be construed in accordance with English law. English courts will have exclusive jurisdiction over any dispute arising from, or related to, use of our site (whether arising out of or in connection with contractual or non-contractual obligations) (“proceedings”) and it is a condition of using our site that you waive any objection to proceedings in such courts on the grounds of venue or that proceedings have been brought in an inconvenient forum, although we retain the right to bring proceedings against you for breach of this Booking Policy in your country of residence or any other relevant country.
We may revise this Booking Policy at any time by amending this page. You are expected to check this page from time to time to take notice of any changes we made, as by using our site you acknowledge that you have accepted any such amendments.
1. About The Grand
The Grand Venue website “www.thegrandvenue.co.uk” is a website operated by The Grand at Clitheroe Ltd. (“us” (and the expression “we” and “our” shall be construed accordingly)). We are a registered charity with charity number: 11111102, company number: 4621455 and VAT number: 816483222. Our registered office is: 18 York Street, Clitheroe, Lancashire, BB7 2DL.
2. Your use of our site
You must NOT use our site (or permit or procure others to use it) as follows:
- for any unlawful, improper or illegal purpose or activity;
- to violate our or any third party’s copyright, trademark, proprietary or other intellectual property rights;
- to damage our name or reputation or that of our affiliates or any third parties;
- to impersonate any of our employees or other person or use a false name while using our site or implying an association with us;
- to penetrate our security measures or other entities’ systems (“hacking”);
- to generate excessive amounts of internet traffic, to interfere with our network or other’s use of our site or to engage in activities designed to or having the effect of degrading or denying service to users of our site or others;
- to introduce viruses, worms, harmful code and/or Trojan horses onto the internet or into our site or any other entity’s systems and it is your responsibility to ensure that whatever you download or select for your use from our site is free from such items; and/or
- to transmit confidential or proprietary information, except solely at your own risk.
When using our site, you must comply with all applicable local, national and international laws and regulations, including those related to data privacy, international communications and exportation of technical or personal data. It may be illegal to view and/or download the information contained on our site in certain countries and we and our affiliates disclaim all responsibility if you download any information from our site in breach of any law or regulation of the country in which you reside.
3. Prohibited content
You should not post, submit or publish illegal or prohibited content on our Site. This includes, but not limited to, the following content that:
- is patently offensive such as content that promotes racism, bigotry, hatred or physical harm of any kind against any group or individual;
- could be harmful to minors;
- harasses or advocates harassment of another person;
- involves the transmission of “junk mail”, “chain letters”, or unsolicited mass mailing or “spamming”;
- promotes information that you know is false, misleading or promotes illegal activities or conduct that is abusive, threatening, obscene, defamatory or libellous;
- promotes an illegal or unauthorised copy of another person’s copyrighted work, such as providing pirated computer programs or links to them, providing information to circumvent manufacture-installed copy-protect devices, or providing pirated music or links to pirated music files;
- contains restricted or password only access pages, or hidden pages or images (those not linked to or from another accessible page);
- displays pornographic or sexually explicit material of any kind;
- provides material that exploits people under the age of 18 in a sexual or violent manner, or solicits personal information from anyone under 18;
- provides instructional information about illegal activities such as making or buying illegal weapons, violating someone’s privacy, or providing or creating computer viruses;
- solicits passwords or personal identifying information for commercial or unlawful purposes from other users; and
- engages in commercial activities and/or sales without our prior written consent such as contests, sweepstakes, barter, advertising, and pyramid schemes.
4. Termination and suspension of access to our site
We reserve the right to deny you access to our site, or immediately to suspend or terminate your access to our site, or to disable any user name or password (whether chosen by you or allocated by us) at any time (in our sole discretion).
5. Liability for use of our site
Access to our site is permitted on a temporary basis and we reserve the right to withdraw or amend the service and/or information we provide on our site without notice. We do not accept any liability if for any reason our site is unavailable at any time or for any period.
The information and any opinions contained on the site are subject to change, are for background purposes only and are not to be relied upon as advice or interpreted as a recommendation. The information and opinions contained in our site have been compiled, or arrived at, by us from sources believed by us to be reliable as at the date of publication. However, we, our affiliates and other third parties connected to us do not accept any responsibility for any reliance which is placed by any visitor to our site, or by anyone who may be informed of any of its contents, on any information or opinions which are expressed herein and, to the extent permitted by law, expressly exclude all conditions, warranties, representations, undertakings and other terms which might otherwise be implied by statute, common law or in equity.
We, our affiliates and other third parties connected to us hereby expressly exclude any liability and responsibility arising from any reliance placed on such materials and information by any visitor to our site, or by anyone who may be informed of any of its contents, for (i) the accuracy, validity, timeliness, merchantability or completeness of, any information or data (whether prepared by us or by any third party) for any particular purpose or use or that the information or data will be free from error and (ii) any direct, indirect or consequential loss or damage of any kind incurred by any visitor to our site, or by anyone who may be informed of any of its contents, in connection with our site or in reliance on the information or opinions contained in it, or in connection with the use, inability to use, or results of the use of our site or any websites linked to it or materials posted on it. This does not affect our liability for any loss or damage which cannot be excluded or limited under applicable law.
The internet is not a completely reliable transmission medium and neither we nor any of our affiliates accept any liability for any data transmission errors such as data loss or damage or alteration of any kind or for the security or confidentiality of information transmitted across the internet to or from us or any of our affiliates. Any such transmission of information is entirely at your own risk.
7. Intellectual property rights
We are the owner or the licensee of all intellectual property rights in our site, and in the materials published on it. Those works are protected by laws and treaties around the world. All such rights are reserved. You may use the materials on our site and download and reproduce them in hard copy for your own reference only. Such materials may not otherwise be reproduced, distributed, stored in a data retrieval system or transmitted, in any form or by any means (electronic, mechanical, photocopying, recording or otherwise) without our prior written consent. Nothing on our site should be construed as granting any licence or right in relation to any of our trademarks or those of our affiliates or any third party.
9. Law and variation
10. Entire agreement