Terms and Conditions for the Orangery Events

OUR CONTRACT WITH YOU

You can order tickets and pre-theatre dining online (www.kilworthhouse.co.uk) 24hrs a day 7 days a week or by phoning the Box Office 01858 881939 (Monday to Friday 9am to 5.30pm).

Theatre Breaks which include tickets for a performance, pre-theatre dining, overnight accommodation and breakfast, can be booked via Kilworth House Hotel Office 01858 880058 (Monday to Friday 9am to 5.30pm).

Your contract for the purchase of tickets is formed as soon as we have processed your payment and will expire immediately after the performance of the event for which you have purchased tickets.

Your tickets be be delivered to your email as E Tickets. Each booking is subject to £2 administration charge regardless of the number of tickets purchased. All seats are the same price, per performance, regardless of location. Prices vary by performance dates and times only.

Please check your booking confirmation email carefully on receipt and contact us immediately if you believe there is a mistake. We are unable to exchange tickets to rectify a mistake once 7 working days have passed from the purchase of tickets.

All tickets must be paid for in advance. In common with general theatre practice, tickets for Kilworth House Hotel and Theatre cannot be exchanged or money refunded once payment has been made. If guests are unable to use their tickets, we offer a ticket resale facility at the discretion of the Box Office, on the understanding that the sale of the theatre’s own available seats takes priority and subject to a 20% administration fee. Tickets must be received in a physical format and will only be offered for resale once all other tickets available for the selected performance have been allocated. We are unable to guarantee the resale of tickets once issued back to the Box Office.

AT THE VENUE

Outdoor Theatre

The consumption of guests own drinks or food within the outdoor theatre venue is not permitted. Anyone arriving with such items will be asked to leave them at the ticket office prior to entering the auditorium for collection after the show.

We cannot guarantee that latecomers will be admitted but will endeavour to admit them at a suitable point.

We reserve the right to refuse admission where we believe the welfare, comfort, enjoyment, or security of our audiences may be affected. Kilworth House Theatre also reserves the right at any point to request that ticket holders leave the venue and may take any appropriate action to enforce this right. Reasons for refusal of entry and/or removal from the venue may include (without limitation) late arrival, being (or appearing to be) drunk, abusive, threatening, or other antisocial behaviour. No refunds will be given to ticket holders who are refused entry or ejected from the venue due to their own behaviour.

The use of cameras or any form of audio or visual recording equipment during the performance is prohibited, unless announced otherwise prior to a performance.

While we will make every effort to complete each show, we reserve the right to stop and start the show as necessary.

At our discretion, changes may be made to the advertised programme owing to circumstances beyond our reasonable control. This includes the use of understudies.

Children shall require their own ticket and at our discretion, and in the interest of other patrons, parents / guardians with children may be asked to remove noisy or disruptive children from the auditorium.

Hotel Events

The consumption of guests own drinks or food within the hotel is not permitted. Anyone arriving with such items will be asked to leave them at reception prior to entering the Orangery for collection after the show.

We cannot guarantee that latecomers will be admitted but will endeavour to admit them at a suitable point.

We reserve the right to refuse admission where we believe the welfare, comfort, enjoyment, or security of our audiences may be affected. Kilworth House Hotel also reserves the right at any point to request that ticket holders leave the venue and may take any appropriate action to enforce this right. Reasons for refusal of entry and/or removal from the venue may include (without limitation) late arrival, being (or appearing to be) drunk, abusive, threatening, or other antisocial behaviour. No refunds will be given to ticket holders who are refused entry or ejected from the venue due to their own behaviour.

While we will make every effort to complete each show / event, we reserve the right to stop and start the show/ event as necessary.

At our discretion, changes may be made to the advertised programme owing to circumstances beyond our reasonable control. This includes the use of understudies.

MENU CHOICE

Where choice menus are offered, please ensure that you complete the menu options form provided for your entire party and return to us in the enclosed pre-paid envelope or by email to be received no later than the specified date or 6 weeks prior to the event date.

 SEATING

Theatre in The Orangery / Murder Mystery - Parties under eight people will be seated with fellow guests at round tables, whilst parties over eight will be seated at long banqueting tables or round tables subject to that evening’s table plan.

Jazz events / Gin Dinner – Guests are seated on individual tables

THE ORANGERY

Please be advised that the Orangery is an original Victorian structure protected by English Heritage. It is a single glazed structure so temperatures can drop in winter months and likewise rise dramatically in summer months. Through heating and cooling we endeavour to maintain a comfortable temperature. In inclement conditions Kilworth House Hotel and Theatre cannot guarantee that it is 100% watertight.

REFUNDS, EXCHANGES AND RETURNS

Cancelled or Abandoned performances

If a performance / event is cancelled or abandoned due to bad weather, this action will only be taken if it is deemed by the management to pose a health and safety risk for the audiences and/or performers.

Performances / events will never be cancelled before their advertised starting time. In some cases, we may choose to delay the start time of a performance / event for reasons including bad weather, but we will not delay the start time for more than 1 hour.

If a performance / event is ever cancelled, we will announce this at the time of cancellation at the venue. We do not communicate cancellations to patrons who did not come to the venue or who have already left the venue. However, all patrons will still be able to benefit from our policy for exchanging tickets or refunding tickets for a cancelled performance. Our ability to exchange into a particular performance on a particular date and time will be subject to the availability of seats for that performance on that date and time and cannot be guaranteed. In the event that an alternative performance is not available, tickets for a cancelled performance / event will be refunded in full.

If a performance/event is cancelled only the face value of your ticket is refundable. This excludes any booking fees or other expenses incurred. In any event, personal arrangements including travel, accommodation or hospitality relating to the performance which have been arranged by you are at your own risk and not refundable by us. We cannot be held responsible for any costs incurred by you for travel or any other related service as a result of a cancelled performance.

In the event of a cancelled or abandoned performance in the outdoor theatre as the result of unforeseen circumstances occurring shortly before or during the performance any pre-theatre dining and/or accommodation purchased in advanced is non-exchangeable and non-refundable as all pre-theatre dining and/or accommodation will be available at the venue before any such cancellation is announced.

Patrons of a cancelled performance / event will be contacted by the Box Office at their earliest opportunity on the next working day following the cancelled performance. Alternatively, patrons are welcome to contact the Box Office at their convenience (Monday to Friday 9am to 5.30pm) to discuss an exchange or refund for a cancelled performance / event. Please note that our Box Office staff will do their utmost to exchange all bookings to the entire satisfaction of each customer or refund the cost of tickets but would remind patrons that we do not tolerate abusive language or behaviour towards our staff.

Refunds will only be made to the credit or debit card with which the ticket(s) were purchased. Where this is not possible or if the ticket(s) were not originally paid for by card, a refund cheque in pounds sterling will be issued.

Postponed or Rescheduled performances

We reserve the right to postpone or reschedule performances / events should government regulations negatively affect our ability to produce these performances or restrictions are placed on our auditorium capacity.

In the case of a postponed or rescheduled performance / events, your tickets will be transferred to the performance / event the following theatre season / year subject to availability (Please note that seating will remain the same where available). Where it is not possible to transfer Tickets of the same value alternative Tickets may be offered and the difference refunded or charged.

In the event of a postponed or rescheduled performance any pre-theatre dining and/or accommodation purchased in advance will be transferred to the new performance date subject to availability.

Patrons of a postponed or rescheduled performance will be contacted by the Box Office at their earliest opportunity to notify them.