Auditorium Hero Short

Terms and Conditions

These terms and conditions apply to all ticket sales through the Princes Hall, Aldershot. By placing an order for tickets, you confirm that you have read and accept the terms and conditions detailed below.

Ticket Cancellations, Refunds and Exchanges

Refunds & Exchanges

We regret that once purchased, tickets cannot be exchanged or refunded, except in the case of a cancelled event. For cancelled events tickets must be returned to the Princes Hall before a refund will be issued. When we issue a refund to you, we will refund the price that you paid for your ticket. Donations, service fees, processing fees and any other fees, such as delivery fees, are not refundable.

Refunds will be made by the same method of payment, ie, cash, card, cheque, BACS. If you paid by card, our system will be able to automatically refund to the same account you originally paid with.

Resale of Tickets

If tickets are resold at a higher price than the face value they immediately become void and the holder may be refused entry.

Cancelled Events

We will always endeavour to ensure that all events go ahead as planned whenever possible.

It is the ticket holders responsibility to ascertain whether an event has been cancelled or rescheduled. Cancelled events will be highlighted on our website, Facebook and Twitter, and we will make all reasonable endeavours to notify ticket holders at the earliest opportunity. 

Adverse Weather

Where adverse weather conditions, such as snow, prevent performers and staff getting to the theatre to the point where the performance cannot go ahead, the event will be cancelled, and ticket holders will be entitled to a refund.

However, where a performance does go ahead, ticket holders will not be entitled to a refund. Subject to availability, we may be able to offer to exchange your tickets for a different performance of the same show.

Force Majeure

A Force Majeure Event means an event cannot go ahead for a reason outside the venues control. This may include calamity, civil war, terrorism, fire, flood, earthquake, strikes or lockouts, withdrawal of consents or licences, breakdown of machinery, failure of gas or electricity supply, government restriction, pandemic, act of God, necessary or unavoidable repairs, health and safety concerns, or any other reason which is beyond the venue's reasonable control. In this situation, if the event is cancelled, ticket holders will be entitled to a refund.

However, where a performance does go ahead, ticket holders will not be entitled to a refund. Subject to availability, we may be able to offer to exchange your tickets for a different performance of the same show.

Schedule, Timing and Casting changes

Tickets are sold subject to the Princes Hall and/or Producer’s right to alter the performance schedule, performance times or cast should circumstances beyond our control make this unavoidable, without being obliged to refund monies or exchange tickets.

Ticketing Errors

It is the ticket holders responsibility to check their tickets. We will make all reasonable endeavours to correct mistakes if brought to their attention prior to the event for which the ticket is valid. However, it may not always be possible to rectify mistakes.

Contacting Customers

Ticket holders will be notified via the contact details left by the ticket booker with the Princes Hall. We are not liable for any changes or inaccuracies in these details which may prevent the ticket booker being contacted. In the case of a group booking, the organiser who purchased the tickets is deemed responsible for communicating any changes to the group.


Ticket Pricing and Availability

Pricing and Other Errors

Ticket prices are subject to change. We reserve the right to change the prices of tickets and/or introduce discounts/special offers which cannot be retrospectively applied to tickets already purchased.

If the amount you pay for a ticket is obviously incorrect, regardless of whether it is an error in a price posted on this website or otherwise communicated to you, or you are able to order a ticket before its scheduled on-sale date, then we reserve the right, at our sole discretion, to cancel your order and refund to you the amount that you paid. This policy will apply regardless of how the error occurred.


Ticket availability is subject to change. Sometimes promoters release additional tickets for an event after it has gone on sale. Tickets are also "locked" (not available) for a short time while customers complete their purchase. If a customer does not complete his or her purchase, previously locked tickets are released and made available for purchase. For these reasons and others, the tickets available for a given event can and do change rapidly. If you are unable to find tickets to an event, please check back again. Once your purchase has been completed however, we are unable to exchange or refund your order even if additional tickets become available at a later date.

Discounts and concessions

All discounts/special offers are offered subject to availability and therefore tickets may not be available at all advertised prices at all times.

Concession/discounted ticket prices must be applied for at the time of purchase and cannot be applied retrospectively to tickets already purchased. Proof of entitlement to a concession/discount/essential companion ticket may be requested from the Customer at the time of booking and/or when they attend the event.

Concessions/discounts are offered individually and cannot be used in conjunction with one another. If a Customer is eligible for multiple concessionary/discounted rates then they will receive the cheapest singularly discounted price, not a cumulatively reduced price.


Admittance and Delivery


A valid ticket must be produced by each Customer to gain entrance to an event. The ticket must be retained by the Customer whilst in the Princes Hall and be made available for inspection if requested by staff.

Lost Tickets

It is the Customer’s responsibility to contact the Princes Hall if tickets are lost, stolen, damaged or destroyed. We may issue duplicate tickets, at our discretion, for certain events, but it is not possible to issue duplicate tickets for all Events

Ticket Delivery

If a customer has chosen to receive their tickets by post or via e-ticket delivery method it is their responsibility to inform us prior to the commencement of the event if the tickets have not been received.

We reserve the right to post tickets only to the registered billing address of the card used to purchase them.

We reserve the right to make tickets available for collection by the customer at the Box Office. If this becomes necessary, we will make all reasonable endeavours to notify the customer of the change in advance of the Event and any postage fee paid in respect of this order will be refunded.

The customer may be required to present identification when collecting tickets at the Box Office. If the tickets were purchased as a gift and need to be collected the customer must contact the Box Office prior to the day of the event to make alternative arrangements. For certain events enhanced identity checks may be required to collect tickets and/or gain admission, such as presenting photo identification of the lead customer. Any such restrictions will be made clear to the customer at the point of sale.


Latecomers may not be admitted until a suitable break in the performance. For some events late admission cannot be guaranteed.


We reserve the right to refuse re-admission. If Customers wish to re-enter they must check with staff before they exit.

Security / Bag searches

We reserve the right to conduct security searches and confiscate any item which, in the reasonable opinion of the venue staff, may cause danger or disruption to the event or other customers, or which the performers or their representatives have specifically requested are prohibited.

Children attending our shows

It is the Customer’s responsibility to assess the suitability of an event for children where no official age restriction applies.

Primary School Age (under 11) - must be accompanied by an adult sitting with them.
Senior School Age (11 to 17) - the choice of whether to leave a child/children to watch a show unaccompanied is that of the parent or guardian. If the responsible adult chooses not to attend the event, they are very welcome to stay on the premises in the foyer or bar areas.


Gift Vouchers

Gift vouchers can be redeemed in full or in part to purchase tickets for participating events in person, by telephone or online.

Gift vouchers expire two years purchase date. Expired vouchers cannot be redeemed or refunded. The expiry date is clearly printed on all vouchers.

Gift vouchers cannot be exchanged for cash.



Membership duration

Memberships are valid from the date of purchase for a duration of one year, unless stated otherwise at the point of purchase. Memberships are non-transferable and may only be used by the named member/s.

Membership cancellation

Customers have the right to cancel their membership within 14 days of purchase, after which time the membership is non-refundable. If benefits of a membership are used prior to cancelling it We reserve the right to withdraw and reverse any benefits gained

Auto renewal

Memberships can be set to automatically renew at their expiry date for a further 12-month period by the customer at the point of purchase. The customer must notify us in advance of the expiry date if the membership should not be renewed.


We reserve the right to amend the cost of the membership and the benefits it provides without prior warning


Sale of Alcohol

Sales of alcohol are made subject to the Licensing Act 2003 for theatres in England and Wales and any theatre specific conditions stipulated on the premises licence. Princes Hall / Rushmoor Borough Council reserves the right to refuse any sale of alcohol.

Any alcohol ordered online is also subject to the following terms and conditions:
1) By placing an order online for an alcoholic product you confirm that you are aged 18 or over.
2) The individual who made the online order must, upon collection of the alcoholic product at the relevant theatre, provide proof of their identity and that they are aged 18 or over in order for the sale to be completed.
3) We cannot guarantee that all alcoholic products ordered online will be available on the day of the show at the relevant theatre. We will however do our best to ensure that your order can be fulfilled.
4) In circumstances where sales of alcohol are refused at the point of collection or we cannot fulfil your order, you will be provided with a full refund for the cost of the order.



We will not be responsible for any injury or loss, theft or damage of Customer’s personal belongings, other than that caused as a result of negligence or other breach of statutory duty.

Personal arrangements, including but not limited to, travel, accommodation and subsistence relating to the event are made entirely at the Customer’s own risk and We shall not be liable for any losses incurred from these arrangements.

Nothing in these terms and conditions seeks to exclude any of our liability for death or personal injury caused by its negligence or other type of liability which cannot by law be excluded or limited.

These terms and conditions are governed by the laws of English and Wales, and any disputes which may arise with Us are subject to the exclusive jurisdiction of the courts of England and Wales.