The Incident Room

Exchanges and Refunds

Tickets are non-refundable, unless an event is cancelled or rescheduled. We can exchange your tickets for a different instance of the same production / screening, but tickets cannot be exchanged between different productions / screenings. This is provided you contact us at least 3 working days in advance of the performance / screening. This service is offered at a rate of £1.50 per ticket. If the value of the new tickets is higher than the original tickets the difference must be paid, however no refunds will be given if you choose tickets of a lesser value.

Tickets for events that are cancelled or rescheduled after purchase are eligible for exchange and refund and our Box Office team will be in touch with you by email or phone with information specific to your booking.

Please note that the Stephen Joseph Theatre is not liable for any additional costs or expenses you may incur as a result of a cancelled or rescheduled event, including for travel, accommodation or hospitality.

Complaints

If you experience a problem whilst at the Stephen Joseph Theatre or during an event, please bring it to the attention of the Duty Manager immediately. We regret we may not be able to offer refunds or exchanges retrospectively unless you have let us know of a problem during your visit.

Reselling

Tickets must not be resold. This includes the resale of tickets for profit, in which circumstances the Stephen Joseph Theatre reserves the right to cancel the booking or refuse admission without notice and without being obliged to refund monies. If you can no longer attend the performance we are able resell your tickets once an event is sold out. If you have purchased physical tickets those must be returned to Box Office before they can be resold.

Seat Allocation

Occasionally it may be necessary to change a customer’s seat allocation. The Stephen Joseph Theatre reserves the right to make these changes without prior notification or obligation to refund monies or exchange tickets. We will make every endeavour to contact customers in advance to advise of any changes at the earliest opportunity.

Content Warnings

Where possible we indicate any content warnings on the show page. Please click the ‘Content warning’ button to view them. Please contact the Box Office with any concerns before booking tickets.

Admission

The Stephen Joseph Theatre reserves the right to refuse admission to any ticket holder to ensure the comfort and safety of our staff and audiences.

Audience members are not permitted to bring alcohol onto Stephen Joseph Theatre premises.

Latecomers will be admitted at the discretion of the Duty Manager at a suitable point in the performance. Please note, some performances have a strict no latecomers policy and we are unable to refund ticket purchases if you miss the performance start time.

During Your Visit

For reasons of safety audience members are not permitted to go onto, or cross the stage in The Round auditorium.

Stephen Joseph Theatre has zero tolerance of all forms of abuse, harassment, sexual harassment and bullying. We expect that all visitors will treat staff, performers and each other with courtesy and respect. We reserve the right to end any visit without warning and will report all incidents of threats, harassment, or discrimination to North Yorkshire Police.

Photography & Video

Photography, video and sound recording of performances is strictly forbidden. Anyone found to be recording a performance may be asked to leave.

The use of mobile phones is not permitted during performances.