Terms & Conditions


The following sets out the terms that apply to Kynren tickets produced by 11Arches and purchased from 11Arches Night Show Ltd (EANS) whether in person, by telephone or online. EANS reserves the right to refuse any ticket order or purchase.

Tickets

All tickets are sold by EANS subject to availability, to these Terms and Conditions and our Privacy Policy. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with EANS prior to purchase, as purchase of tickets constitutes acceptance of these Terms and Conditions.

Our acceptance of your order will take place when we write to you to accept it, at which point a contract will come into existence between you and EANS. If we cannot accept your order, we will let you know and you will not be charged.

A valid ticket must be produced to gain access to a performance or our site. Removing any part of, altering or defacing the ticket may invalidate your ticket. It is your responsibility to check your order as  it may not be possible to rectify any mistake after purchase. Please check your tickets upon receipt carefully and contact us immediately if there is a mistake.

EANS reserves the right to provide alternative seats at performances to those specified on the ticket, if the staging of a performance organised by 11Arches reasonably requires it, provided that they are of no less value to that stated on the ticket you purchased.

EANS restricts the sale of tickets to individuals to a maximum of 6.

Where a concession is claimed, proof of identity and concession entitlement (for example of age) may be required to gain entry to the venue or to the performance.

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 or our website.

Tickets shall not be purchased from or through any person, commercial agent, company or otherwise than directly from EANS or its authorised agent.

All ticket discounts are subject to limited availability and at the discretion of the Box Office. Discounted tickets cannot be booked in conjunction with or combined with any other reductions or offers.

EANS will not accept any responsibility for tickets that are mislaid or lost. You may reprint your tickets by logging into your account on our website. Only the first ticket presented with its unique barcode will enable access. Any and all duplicates presented for entry after the first ticket, will be void.

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 but exclusive of any booking fee and collection or delivery fee.

No order will be accepted until we have received full payment unless explicitly agreed otherwise.

Changes to a performance organised by 11Arches

EANS reserves the right to make alterations to the advertised details for the performances and attractions at short notice where reasonably necessary. In these instances, EANS is not obliged to refund the ticket or exchange for another performance, unless it is a material change.

A 'material' change is a change which, in EANS' reasonable opinion, makes the performance materially different to the show that purchasers of the ticket could reasonably expect.

Refunds and Exchanges

All tickets are non-refundable and non-re-saleable (except in those circumstances as outlined in these Terms and Conditions).

Exchanges can be made up to 60 days prior to the performance but please be aware there is a £5.00 administration charge per ticket to make an exchange.

Shows will continue in the event of rain and we do not allow refunds or exchanges due to bad weather. No performance organised by 11Arches has ever been cancelled due to bad weather.

Where there is a material change to the programme of the show, you will be entitled to claim an exchange from EANS in accordance with this clause. EANS shall not be liable for anything over and above the face value of the ticket, this includes additional travel or accommodation expenses or booking charges and other fees applied at time of booking.

These Terms and Conditions do not and shall not affect your statutory rights as a consumer.

Where a performance organised by 11Arches is cancelled, EANS will use its reasonable endeavours to notify you as soon as is reasonably possible.

In the unfortunate situation where we have to cancel a performance, we will reschedule and confirm the new date to you. If you are not able to attend the new date, please contact us and we will do our best to accommodate your request.

Gift Vouchers

Gift Vouchers are valid for the season you’ve bought them.

Gift Vouchers cannot be extended and, if not redeemed, the value will lapse to zero pounds per gift voucher.

Please note that for security reasons you cannot use a Gift Voucher within 72 hours of purchase.

Gift Voucher purchases are only valid once you have paid for them in full and you receive a confirmation of purchase, which validates your purchase. Please check this confirmation carefully, as we may not be able to amend any issues at a later date.

All of our prices are inclusive of VAT and are subject to a £2.50 booking fee. Where vouchers are requested to be withdrawn at our Box Offices or issued by post a £3.50 administration and postage charge will apply to issue tickets within the UK.

You may choose to receive your Gift Voucher by email (for no extra charge), in person at our Box Offices (for no extra charge) or by post (for an administration and postage fee, see above for details).

Electronic vouchers are issued immediately after purchase (subject to system uptime) and sent to your chosen email address. Box Office issued vouchers are normally printed and issued to you upon purchase.

We endeavour to dispatch any postal Gift Voucher within 48 hours of purchase, but we cannot guarantee this and take no responsibility for delayed arrival of postal vouchers. On rare occasions, our postal delivery partners may lose your Gift Voucher, in which case you should contact our customer services team who will arrange for a replacement voucher. Your original voucher will be cancelled if a replacement is issued.

Gift Voucher is subject to availability at time of booking and we therefore strongly recommend that you book as early as possible to have the widest possible choice. Bookings can be made by calling +44 (0)1388 436 033 or directly at our Box Office. We will use all reasonable endeavours to meet your requirements for booking but cannot guarantee any specific date or time.

Gift Vouchers may not be exchanged for cash and must be redeemed in full and no change will be given.

If a Gift Voucher was paid for over the telephone or on our website, you may contact us within 14 days of purchase, and cancel for a full refund. If you are outside of this 14 day period, no refunds will be given, and for clarity, if the recipient of the Gift Voucher has reserved seating or attended a performance within that 14 day period, you may not obtain a refund.

Personal Data

Any personal information you give to us will be processed in accordance with our Privacy Policy 

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.

Reselling your ticket for profit or commercial gain makes it void.

If you can no longer attend the event, you must contact us to explain your situation and seek our permission prior to reselling your ticket, and in any case it must be sold at no more than face value.

Combining a ticket with any hospitality, travel or accommodation service and/or any other merchandise, product or service to create a package makes the ticket void unless formal written permission is given by EANS.

A ticket used for advertising, promotions, raffles, contests or sweepstakes, unless formal written permission is given by EANS, makes it void. Use of our trademarks and other intellectual property is subject to our prior written consent.

Any person seeking to use a void ticket in order to gain or provide entry to a performance organised by 11Arches may be considered to be a trespasser and may be liable to be ejected and liable to legal action. Void tickets are non-refundable.

Conditions of Admission

You need a valid ticket which must be produced on arrival to the site and again in order to enter the Tribune. The ticket holder is requested to be at ticket check at least 90 minutes before the start of any performance and seated 15 minutes before a performance begins.

EANS 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.

Admission may be subject to a range of scalable operational measures, including but not limited to prevailing government guidance at the time of your visit. We will endeavour to inform you by email of any changes in a timely manner however, where this is not possible details will be posted on our website, so visitors are advised to check this before attending the event. 

EANS reserves 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, we may remove a ticket holder who:

1.    has behaved in the venue in a manner which, in the reasonable opinion of our venue staff has, or is likely to affect the enjoyment of other visitors; or

2.    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 safety of the event; or

3.     in the reasonable opinion of our venue staff is acting under the influence of alcohol or drugs; or

4.     fails, when required, to produce proof of identity or age; or

5.    fails, when required, to comply with government guidance and requirements, and operational requirements advertised ahead of your performance; or

6.    comes to the site dressed in costume; or

7.    comes to the site with an animal or pet which is not a service or guide dog.

To ensure our audience safety and security, 11Arches will search all bags and reserves the right to search vehicles or persons as a condition of entry to the show site and Tribune.

You must comply with instructions and directions given by venue staff.

No refunds or exchanges 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.

By attending a performance organised by 11Arches, ticket holders consent to photography, filming and sound recording of themselves as members of the audience.

We may use such photography, films and recordings (including any copies) without payment.

Restrictions and Prohibitions

As a responsible venue, the safety of our visitors is paramount therefore children and young adults aged under 18 must be accompanied by an adult aged 18 or over at all times. 

Children of all ages are welcome, but need to be supervised at all times. It is the responsibility of the parent/guardian in advance of purchase to make their own judgement as to the suitability of the performance for their own child. 

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 our site is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made of a performance organised by 11Arches in breach of these conditions shall belong to 11Arches. 11Arches will not be liable for any loss, theft or damage to confiscated items.

Photographs may be taken before the show but should not be used for purposes of commercial gain or public purpose. Filming or photography during the performance, including the use of "flash" equipment, is expressly forbidden.

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.

Mobile phones, pagers and digital watches must be turned to silent at all times in the Tribune to preserve the experience for fellow audience members.

Smoking and vaping is not permitted anywhere unless within a designated smoking area (if any).

For a list of objects not permitted on our site, please check the restricted items list on our website. Umbrellas are not permitted during the performance.

11Arches reserves the right to conduct security searches from time to time and confiscate any item, at no liability to us, which, in our reasonable opinion, may cause danger or disruption to other members of the audience or the event or is one of the items not permitted in the venue as listed on our website.

If you arrive later than the advertised start time for a performance or you need to leave the Tribune for any reason then you may be asked to wait until a suitable opportunity in the performance before you can take your seat again. Late admission or re-admission cannot be guaranteed. Ticket holders may only leave and re-enter the Tribune seating area during an event at the discretion of our venue staff on duty. Otherwise, there will be no readmission or pass-outs of any kind.

Health and Safety

Ticket holders must comply with all relevant statutes, safety announcements and any venue regulations notified to you whilst attending the event. You are responsible for ensuring that yourself and all members of your Party comply with UK Government requirements and all operational measures in place in place at the time of your visit.

Special effects are featured at the event, including, without limitation, sound, audio visual, pyrotechnic effects, strobe light, haze or lighting effects.

For Health & Safety reasons, wheelchair users are not permitted to transfer into fixed seating.

Events outside of our control

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations that is caused by events outside our reasonable control.

This means anything that is beyond our reasonable control and includes (as well as others) such things as an act of God, war, rebellion, riot, civil disturbances, terrorist attack, explosion, fire, flood, or natural disaster, theft of essential equipment, malicious damage, strike, lock out, extreme/dangerous weather, third party injunction, national defence requirements, any legislation, regulation, recommendation, requirement, guidance, advice or ruling (including failure to grant any necessary permissions) or actions of any government, court or other such competent authority, epidemic or pandemic (even if such epidemic or pandemic is known or anticipated at the date of these Terms and Conditions), quarantine, impossibility of the use of means of public or private transport, or public or private telecommunications networks or the threat of any of these things.

If one of these events occurs, we may have to reschedule a performance and we will contact you as soon as possible to let you know. We will take steps to minimise the effect of the rescheduling. Provided we do this we will not be liable for delays caused by the event.

We may transfer this agreement to someone else

We may transfer our rights and obligations under these Terms and Conditions to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights.

You need our consent to transfer your rights to someone else

You may only transfer your rights or your obligations under these Terms and Conditions to another person if we agree to this in writing, or if you notify us that you have sold your ticket if you are no longer able to attend.

Nobody else has any rights under these Terms and Conditions

These Terms and Conditions are between you and us. No other person shall have any rights to enforce any of its terms.

If a court finds part of this contract illegal, the rest will continue in force

Each of the clauses of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

Which laws apply to this contract and where you may bring legal proceedings

These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.