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Booking information

Important booking info and FAQs

Got a question about booking at Theatre Royal? Take a look at common queries below, and don’t hesitate to get in touch if your question isn’t answered.
  • To identify your personal access requirements, you can Login to your Theatre Account then head to My Account, and select Other Preferences. Providing this information will give you online access to selected seating, identified to best suit your access needs such as wheelchair accessible seating, and best-view seats for captioning screens and BSL interpreters.

    Customers requiring assistance throughout the duration of their visit are eligible for an Assisting Companion ticket, free of charge. To access these tickets online via your Theatre Account, you will first need to speak to a member of our Box Office team.

    If you need guidance or advice on seating, or assistance booking your tickets, you can get in touch with our Box Office on 01284 769505 or via booking@theatreroyal.org and we will help you find the seat most suitable for your needs.

    For more information please see our Access Information.

  • Due to the nature and shape of our 200-year-old auditorium, some seats may offer a slightly restricted view of the stage depending on the performance and set. These seats, and others with information we’d like to share, will show up with a letter ‘i’ on them when you make your booking.

    To view this information, simply hover over the seat, or press and hold on the seat if you’re using a mobile device.

    Explore the auditorium and the rest of the building in the interactive map below or take a look at our seating plan here.

  • The Greene King Staff Car Park is available for evening and weekend performances only. It is not available for weekday, daytime shows. You can book a Parking Space here at a charge of £2 per vehicle. See getting here for directions and further information on parking.

  • If you have lost, or can no longer find your E-Tickets, you can view and download them on your Theatre Account. Login using the details provided when you made you booking, then head to My Account, and select E-Tickets to view all active tickets. You can show E-Tickets on a mobile device, you do not need to print E-Tickets.

    If you have lost physical tickets (printed via our Box Office), please let us know and we can get these reprinted for you to collect before the show.

    We have a small Box Office team to support you with any other ticket related enquiries. Our Box Office is open Monday to Saturday from 10am to 6pm and can be contacted on 01284 769505 or via booking@theatreroyal.org

  • If you need to return a ticket or make an amendment to your booking, you will need to contact our Box Office. All returns and booking amendments are subject to a £1.75 Handling Fee per ticket. Tickets are non-refundable.

    If you are returning your tickets more than 7 days before the performance, we can return the value of your booking in the form of Theatre Credit, minus Handling Fees. Theatre Credit can be used against any future production at Theatre Royal and will expire within 2 years of the date of issue.

    If you are returning your tickets less than 7 days before the performance, we can only return the value of your booking if the returned tickets can be re-sold. Only if your tickets are re-sold successfully, can we return the value of your booking in the form of Theatre Credit as above, minus Handling Fees. Unsold returns will not be credited.

    If you cannot attend, you may pass your tickets on to someone else who is able to.

    Please see our Returns Policy for full details.

  • For a worry-free ticket purchase, you may opt into the SecureMyBooking Ticket Refund Program to obtain a refund should you be unable to make it to your event for the reasons set out in the Program.

    From traffic delays, illness, adverse weather conditions, strikes, accidents and more, it’s easy for you to apply for a refund. For just a fraction of the cost of your tickets, you will be able to recoup 100% of the paid ticket price (including fulfilment and administration fees) if you are unable to make it to your event for one or more of the reasons set out in the Program.



    Claims should be submitted online within sixty (60) days of the incident. However, we should point out that the reimbursement programme covers a list of circumstances in which you may apply for a refund and we are unable to consider any circumstances that are not listed.

    You may be asked to provide any of the following when making a reimbursement claim:

    • Doctor’s certificate or hospital letter confirming the dates and nature of your incapacity/illness. You can use our quick and easy form by downloading here
    • A copy of the death certificate
    • Evidence such as an official police report, insurance claim for vehicle damage, report from a roadside assistance service or a repair invoice. Confirmation of a delay from a public transport provider which details the cause, date and extent of a delay.
    • Copy of your summons for jury service.
    • Weblinks from a reputable national news outlet detailing the circumstances of the refund application.
    • Confirmation from the Meteorological Office detailing the adverse weather, weblinks from a reputable national news outlet.
    • A buildings insurer / loss adjuster’s report or report from the emergency services clarifying the nature and extent of the damage.
    • Evidence of your prior engagement. confirmation of the cancellation, abandonment, postponement or relocation of the Event.
    • Official Armed Forces document.
    • Any reasonable additional evidence you are asked for.
  • In the unlikely event that a performance has to be cancelled by us, all customers with existing bookings will be contacted by email and offered a full refund to their original payment method, or as Theatre Credit if preferred. Customers will be contacted by phone if necessary, time permitting.

    If the performance is rescheduled, all existing bookings will be transferred to the new date. We will then contact all customers to ask whether or not they would like to retain their booking, offering full refunds to those who do not.

  • To check your Theatre Credit balance, Login to your Theatre Account then head to My Account and select Account Credit.

    Theatre Credit must be used within 2 years from date of issue and can be used against any future production at Theatre Royal or as payment for Theatre Royal workshops.

    You can spend Theatre Credit when making an online booking by selecting it as your payment method when prompted at checkout before entering your card details.

  • Unfortunately, Theatre Tokens cannot be redeemed online but we do accept them via our Box Office.

    To book using Theatre Tokens please contact our Box Office on 01284 769505 or via booking@theatreroyal.org and we will organise your booking for you.

  • If you are making a booking on behalf of a school or large group, you will need to contact our Box Office to make a reservation.

    For schools & large groups, we can reserve tickets for a short time whilst you finalise your plans and confirm the size of your group. Wherever possible, please know which performance you would like to attend and have this information available when making your booking.

    For school bookings, this reservation period can be extended to allow for time for parent confirmation and payments to be collated.

    Your booking will only be confirmed once payment has been received. If payment is not received by the provided deadline, your reservation will be removed. A confirmed booking can be amended to reflect small changes in attendance but cannot be cancelled after this point.

    When your booking is confirmed, we’ll send you a seating plan so you know where your group is sitting and for your reference on the day. Please contact groupbookings@theatreroyal.org to make your reservation.

  • School pantomime reservations will be held until Monday 23 October.

    Final confirmation of numbers will be required at this point and once received your invoice will be issued. Payment terms are 30 days. Once payment is received your booking is confirmed and your seating plan will be provided. Once payment is received and the booking confirmed, small adjustments in numbers will be accommodated where availability allows. Due to the size of school pantomime bookings, confirmed bookings cannot be cancelled or refunded.

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