Terms & Conditions

1. About us

1.1 These terms apply to all tickets bought through the Niltoni Box Office at www.niltoni.com/box-office ("Box Office").

1.2 Tickets are sold by Niltoni Creative Ltd, a company registered in England and Wales (company number 14981594), whose registered office is 20 Wenlock Road, London N1 7GU ("Niltoni", "we", "us"). Niltoni Creative Ltd is the producer of the events listed on the Box Office and is responsible to you for your booking. Our productions are delivered on our behalf by our group company Niltoni Entertainment Ltd (company number 15997622). Both companies are part of Niltoni Group.

1.3 You can contact the Box Office at [boxoffice@niltoni.com].

1.4 By completing a booking, you confirm that you have read and accept these terms. You also accept any event-specific conditions shown on the event page.

2. Booking your tickets

2.1 Your booking is confirmed when you receive a confirmation email. Please check it carefully and tell us about any error within 48 hours.

2.2 Ticket prices are shown on the event page. A ticket service fee applies to each ticket and is shown before you pay.

2.3 You must be 18 or over to make a booking.

2.4 We may limit the number of tickets available per booking.

2.5 We may cancel a booking we reasonably believe was made fraudulently, in breach of these terms, or to resell tickets for profit. If we do so, we will refund the price paid.

3. Our no-refund, ticket-swap policy

3.1 We do not offer refunds if you change your mind or can no longer attend. Instead, we offer ticket swaps as set out below.

3.2 Tickets for events on a specific date are not covered by the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You cannot cancel for a refund once your booking is confirmed.

3.3 Ticket swaps. You can swap your tickets for another date or time of the same production, subject to availability, by:

• (a) emailing [boxoffice@niltoni.com];

• (b) at least 48 hours before your original start time; and

• (c) quoting your booking reference.

3.4 Each booking can be swapped once free of charge. We may allow further swaps at our discretion.

3.5 If the new tickets cost more, you pay the difference. If they cost less, the difference is not refunded.

3.6 We may, at our discretion, allow a swap to a different Niltoni production.

3.7 If you ask for a swap less than 48 hours before the event, including because of illness, we will try to help but cannot guarantee it. Please contact us as early as you can.

3.8 If you do not attend and have not arranged a swap, your tickets are forfeited and no refund or swap will be given.

3.9 Giving your tickets to someone else. You may give your tickets to a friend or family member free of charge. You remain responsible for making sure they know and follow these terms.

4. If we cancel or change an event

4.1 Nothing in these terms affects your statutory rights.

4.2 If we cancel a performance, we will contact you using the details on your booking. You may choose either:

• (a) a swap to another date or time; or

• (b) a full refund of the price you paid, including the ticket service fee.

4.3 If we make a significant change to an event, you may choose a swap or a full refund. A significant change includes a change of date, a change of start time by more than [one hour], a change of venue, or a change to the main nature of the experience.

4.4 We may make minor changes without any refund being due. Minor changes include changes to the running order, to the cast or performers, or to the room layout.

4.5 Refunds under this section are made to the original payment method within 14 days of your choosing a refund.

4.6 Apart from the refund in 4.5, we are not responsible for other costs you have incurred, such as travel, parking or accommodation, except where the law says otherwise.

5. Arriving and admission

5.1 Please arrive at least [15] minutes before your start time.

5.2 Many of our productions are intimate, seated, story-led experiences that begin promptly. Latecomers may not be admitted, or may be admitted only at a suitable moment. Late arrival is not grounds for a refund or swap.

5.3 Please bring your confirmation email or e-ticket, printed or on your phone.

5.4 We may refuse admission, or ask someone to leave without a refund, if their behaviour is abusive, threatening or disruptive, if they appear to be under the influence of alcohol or drugs, or if they create a risk to others.

5.5 Seating is allocated by our team on the day unless the event page says otherwise.

6. Children and family events

6.1 Every child must have their own ticket.

6.2 Every child must be accompanied by at least one adult with an adult ticket. Adult-only bookings are not permitted for family events.

6.3 Accompanying adults are responsible for the children in their care throughout the event.

6.4 Any recommended age range is guidance only. You know your child best, and the experience may not suit every child. A child not enjoying or not completing the experience is not grounds for a refund.

6.5 Where a gift is included, it is given to each child holding a child ticket who attends. Gifts cannot be exchanged for cash.

6.6 The specific conditions shown on each event page also apply, including those for Santa's House on Pilgrim Street.

7. Accessibility

7.1 Some of our venues are historic buildings with limited access.

7.2 Please contact us before booking if you or anyone in your party has access requirements, so that we can advise you and make reasonable adjustments where we can.

7.3 [Insert venue-specific access information, e.g. steps, lifts and toilets, or a link to an access page.]

8. Photography, filming and recording

8.1 Photography and filming by audience members may be restricted during performances. Please follow staff instructions.

8.2 We may photograph or film some events for marketing. We will tell you on the day when this is happening. If you do not want you or your child to appear, please tell a member of staff on arrival and we will make sure you are not featured.

8.3 We will not name any child in published material without the written consent of their parent or guardian.

9. Resale

9.1 Tickets must not be resold, or offered for resale, at more than face value.

9.2 We may cancel tickets resold in breach of this clause, without a refund.

10. Gift cards

10.1 Niltoni gift cards can be used to book any eligible Niltoni production. They are subject to [the gift card terms / an expiry date of X] and cannot be exchanged for cash.

11. Health, safety and belongings

11.1 Please follow the instructions of our staff and any safety signage at the venue.

11.2 We are not responsible for loss of or damage to personal belongings, except where this is caused by our negligence.

12. Our liability

12.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.

12.2 Subject to 12.1, our total liability to you in connection with a booking is limited to the price you paid for that booking.

12.3 We are not liable for delays or cancellations caused by events outside our reasonable control, such as severe weather, venue failure or government restrictions. In those cases, section 4 still applies to your tickets.

13. Your information

13.1 We use your personal information to process your booking and to contact you about it.

13.2 We will only send you marketing if you have agreed to receive it.

13.3 Our privacy policy is at [link].

14. General

14.1 We may update these terms from time to time. The version in force when you booked applies to your booking.

14.2 If any part of these terms is found to be unenforceable, the rest remains in effect.

14.3 These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales, or in the courts of Scotland or Northern Ireland if you live there.