Terms and Conditions

The ticket is issued on behalf of the event organisers and the ticket holder is subject to the terms and conditions indicated here or displayed on the premises.  These may be changed at the organisers’ or venue discretion.  The purchase and use of the ticket signifies agreement to the following terms and conditions.

Please examine your tickets carefully upon receipt as mistakes cannot be rectified, tickets exchanged or monies refunded at a later date.

Ticket prices and fees

How are ticket prices determined?

We sell tickets on behalf of our clients including concert/show/event organisers, artists and venues. Our clients decide the face value price of the tickets and when a ticket is sold we pay our clients the money collected from the sale of that ticket.

All prices set are inclusive of any applicable taxes and booking fees.

Here is the breakdown of a ticket purchase

Face Value Price: The ticket face value price is always set by our clients.  The price printed on the ticket will not include any fees.

Booking Fee:  This fee contributes to our ticket retail, distribution and technology costs.   Colston Hall has a 7.5% booking fee per ticket. For example that’s a booking fee of 38p on a £5 ticket, £1.50 on a £20 ticket, and £2.25 on a £30 ticket.  Alongside other revenues, it helps us to stay an effective business, which in turn, allows us to reinvest in Bristol Music Trust, our technology and the services we provide.

Delivery Fee:  £1.50 per transaction, no matter how many tickets you book at one time, when tickets are purchased online, by post or phone.  This fee covers the printing of the tickets and delivery cost.

Colston Hall may also act as an agency selling tickets for outside events and events at other venues, and usually the same booking fees and delivery fees will apply, but this may vary from time to time.

Sale of Tickets

Tickets you purchase are for personal use.

Should this ticket be re-sold at a higher price than face value, or transferred for profit or commercial gain by anyone other than a nominated ticket agent it will become void and the holder may be refused entry to, or ejected from the venue.  Bristol Music Trust has the right to cancel tickets that have been resold at a higher price without prior notification.  This is an important reason why you should only buy tickets from a reputable source.

If you have purchased a Colston Hall Membership and are found to be selling tickets above face value, we reserve the right to cancel your membership and to hold any future ticket purchases for collection on the night of the concert/event on production of photo ID.

Only one discount can apply to any one ticket.

Bristol Music Trust reserves the right to introduce discounts and special offers at any time, and these cannot be applied to tickets already purchased.

Lost or forgotten reserved seated tickets can be reprinted at a cost of £1 per ticket with proof of ID. General admission or standing tickets cannot be reprinted.

Refunds and Account Credit

Tickets cannot be exchanged nor money refunded.

If a performance is cancelled, you will be offered a rescheduled date where possible, or a refund of the face value of the ticket only from your original point of purchase.

Tickets may sometimes be returned at the management’s discretion if an event has sold out and the tickets can be sold on to other customers. In this case, we can credit the value of the tickets (not including any booking fees) to the customer’s account with Colston Hall, so that the money can be redeemed against any future ticket purchases.

Any credit on your account can be used online, over the phone, or in person at the Box Office. Credit will expire if unused after three years.

We cannot refund or credit any tickets purchased through a ticket agent.

Sold-Out Events and Returns

If an event has sold out, please check with the Box Office to see if there have been any returns, this can be as late as the day of the concert but there is no guarantee that tickets will become available.

Concerts with a general admission standing area

Seats in the front area of the stalls are removed to create a standing area. The rest of the seats are unreserved. If you buy a ticket for the stalls you have the choice of either standing or sitting (subject to availability).

For patrons booking tickets in the balcony, seats are reserved and will be allocated upon purchase. Please note that ticket holders cannot transfer from the balcony to the stalls or vice versa.

Data protection

Once you have booked tickets or purchased a membership for a Colston Hall concert your name and address will be held and processed on our box office and marketing databases.  From time to time, we will send you information about similar concerts and activities using the information you have provided.  We use your information primarily to providing, improving and customising our customer service and services to you.

If you’ve given your consent when purchasing tickets/membership or registering with us for your personal information to be provided to promoters, companies and artists whose work you are seeing on stage they may contact you by post, telephone or email with information or offers regarding their goods and services.

We also analyse this information to improve our understanding of you and our customer base in general. We do this so that we can make better decisions about our services, advertising, products and content, based on a more informed picture of how our customers use our current services, and to provide you with a more customised experience.

Depending on your marketing preferences, we may use this information to help us to determine which offers, information, discounts and promotions you would most like to receive.

We may from time to time use your data for profiling, targeting and research purposes so that our communications to you are as appropriate and cost effective as possible.

If you have opted out of marketing communications, we may still get in touch with you. For example we may email you to give you important information about the events you’ve booked or to tell you about any changes.

Colston Hall is run by Bristol Music Trust, a registered charity (no.1140898), and we actively raise money towards a broad range of projects and education work. We keep a record in our database of your donations to Colston Hall, including memberships.

We may use the data you have given us to:

  • to conduct fundraising activities and to promote the interests of Bristol Music Trust;
  • to administer membership records and giving schemes;
  • to ensure that our fundraising resources are used in the most effective and efficient manner and that any communications we may send you about fundraising are appropriate and will be of interest to you.

We may use information we collect about you to:

  • to conduct fundraising activities and to promote the interests of Bristol Music Trust;
  • to ensure that our fundraising resources are used in the most efficient manner and that any communications we may send you about fundraising are appropriate and will be of interest to you; and/or
  • to administer your membership record and any giving schemes you are a part of.

Information we receive from other sources

From time to time we may analyse our database to find people who we think might be able to support us based on factors such as previous contributions, transaction history and demographics. We may combine this information with information you give to us and information we collect about you in our database. This could be information that you have given us yourself, information from publicly available sources, or information shared by other organisations with your consent.

To make sure you only receive fundraising communications which are relevant, we may use third parties who collate publically available information about you. This helps us to better understand you and what might be of interest to you. This third party data would only ever be data that is publically available or that you have already given your permission to share.

Lost Property

Any property found on the premises will be held for a period of three months, after which it will be donated to charity or disposed of.

Admission

The management reserves the right to refuse admission or eject a ticket holder for behaviour likely to cause damage, injury or nuisance or annoyance or for failure to comply with the reasonable requests of the management and Colston Hall staff.

The management reserves the right to refuse admission to any person not in possession of a ticket or the retained portion of the ticket or is in possession of an invalid ticket.

Latecomers may be admitted at a suitable point in the performance at the discretion of the management.

Children aged under 18 months do not require a ticket and may sit on an adult ticket holder’s lap for selected performances only. If the child becomes agitated and is affecting the enjoyment of other patrons the management reserves the right to ask the adult and the child to leave the auditorium.

Children aged 14 and under must be accompanied by an adult ticket holder.   Some events have specific age restrictions and therefore will override the former age limit.

Patrons in Colston Hall must not obstruct any stairway or gangway and must not affect the enjoyment of the audience and/or the running of the venue/concert and/or cause a risk to the safety of the audience or officials of Colston Hall

As your safety is our paramount concern, if you choose a seat on the front row of the balcony you must remain seated throughout the concert.

All persons in Colston Hall must follow the instructions of any officials of Colston Hall. Any persons in breach of this clause may be removed from the premises.  In addition anyone found to be causing damage to the venue, the venue infrastructure, causing harm to any other person at the venue, being dis-respectful to staff, behaving in an illegal, anti-social or aggressive manner, appearing to be under the influence of alcohol and/or drugs or in breach of these conditions will be ejected and may be reported to the police.

The management reserve the right to search all persons and personal property via bag searches.  They will refuse admission to, or eject from the venue any person who refuses to be searched by a member of Colston Hall staff or security team acting on their behalf.

No food or beverages may be taken into the venue.  Should you need to bring in any food or beverages for medical reason please inform the management.

Alcohol will be on sale in the venue, however, if you look under 25 please do not be offended if you are asked for proof of age.  Security and staff will also operate around the venue to prevent anybody under the age of 18 attempting to consume alcohol.

The following articles are not permitted in the venue: knives, fireworks, smoke or gas canisters (including aerosols and nitrous oxide), megaphones, air-horns, whistles, banners, flags, sound systems, flares, weapons, dangerous and hazardous items, laser devices, glass vessels, poles, selfie sticks, unauthorised items for trading including any goods using unauthorised venue/event logos and any article that might be used as a weapon and/or compromise public safety.  Any large item such as suitcases, large holdalls, rucksacks or any item which may obstruct access & egress must be left in our cloakroom for a small charge.

Do not bring drugs, including legal highs, to the venue.  Ticket holders may be rejected/ejected from the event and handed over to the police if found in possession.

Persons attending the venue are responsible for their own valuables.  Bristol Music Trust will not be liable for any loss or damage to personal property brought to the venue.

The Performance

Please switch off mobile phones, muffle coughs, and refrain from unwrapping sweets during the performance to ensure that it is enjoyed by all.

Please be aware that other members of the audience may stand up during the performance during rock and pop events.

If you experience problems during a performance please contact a steward so that we can do our best to resolve the issue at the time.

Any complaints regarding a performance or any aspect of your visit must be made within seven days of the performance or date you visited Colston Hall.

Photography and video recording

Colston Hall allows non-professional, non-flash photography in the Hall’s unless a ‘No Photography Policy’ is asked for at the request of the visiting artists.  In this case we will announce that photography is not permitted and this will be enforced by the Customer Service Team and Security during the performance.

Customers found to be ignoring the policy may be asked to delete footage they have taken and may be asked to leave the auditorium by the management.

Ipads, mini Ipads, tablets, selfie sticks, cameras with detachable lenses and/or zoom lenses (compact or professional), Go-pros/ Virb cameras, video cameras or recording devices must not be used during a performance.  We reserve the right to decide what is a ‘professional’ camera.

In some instances customers may be asked to refrain from using photographic and/or recording equipment for child protection reasons.

Seating arrangements

The management reserves the right to change the seating arrangements in the performance areas due to unforeseen circumstances. All ticket holders that these changes affect will be notified when practicably possible.

Changes to the performance or programme

The management reserves the right to change the programme due to unforeseen circumstances. All ticket holders will be notified of any changes, if practicably possible.

Should the event be cancelled or the line-up changed, Bristol Music Trust will not be liable for the payment of any compensation or for any loss of money and/or expenses incurred. In the event of cancellation of the entire event only the face value of the ticket will be refunded via the ticket agent through whom the tickets were purchased.

The management reserves the right to change the start and finish times of any performance.

In the event of a cancellation, ticket holders will be notified in advance, where practicably possible.

Artists, programme and performance details are correct at the time of sale or print publication, but changes may be unavoidable.

General

Bristol Music Trust or its agents may carry out film or sound recording in or around our venues.   By purchasing tickets you and your party or the ticket holders give their express consent to the use of their actual or simulated likeness in connection with the production, exhibition, advertising or exploitation of any film, video and/or audio recording of any event and/or any element thereof in any/all media, without payment.  Ticket holders also agree to being filmed by police or security staff for the purposes of helping to ensure the security of customers and preventing crime.  CCTV is in operation within Colston Hall.

Bristol Music Trust occasionally acts as a box office for external events, promoted by external promoters. These events are not promoted by Bristol Music Trust and we take no responsibility for any aspect of their programme or operation. Any queries should be directed to the promoter or venue concerned.

Where can I leave feedback?

Your opinion is really important to us and we want to know what you think so we can improve the services that we provide. You can let us have your feedback in any of the following ways:

By phone – call the box office on 0117 203 4040 and they will be able to advise/direct you to the relevant person.

By e-mail – you can e-mail us at hello@colstonhall.org

By letter – You can write to us via our Freepost address,

Colston Hall
Freepost BS4529
Bristol
BS1 5BR

Should you be unhappy with any fundraising activities you can register your concerns with Head of Development, on hello@colstonhall.org

We are committed to investigating any concern about fundraising received within a reasonable timescale and will advise the customer:

  • of the outcome of the investigation in writing within 28 days of acknowledgement of receipt of the concern
  • and of the opportunity to refer their concern to the Fundraising Regulator if they are dissatisfied with the outcome of our investigation provided and that you do so within two months of our response.

We are required by the Fundraising Regulator to keep a record of any such complaints, relevant communications and investigations made for at least 24 months.

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