Terms & Conditions

Tickets and Booking

Every member of the audience must have a valid ticket for the date and time that they are attending to gain entry to the theatre and be able to produce I.D. to support a concessionary or discounted rate.

It is your responsibility to ensure that all tickets issued to you are accurate, and that personal information provided when making a booking is correct.

TRSE will not be responsible for any ticket that is lost, stolen or destroyed. This includes tickets lost in the post. It is not always possible to issue duplicate tickets and will be issued at the discretion of the TRSE.

TRSE reserves the right to provide alternative seats at a performance to those specified on the ticket if the staging of the performance reasonably requires, provided the alternative seats are of no less value to that stated on the ticket.

No tickets may be re-sold for any reason by any outlet other than TRSE or one of its authorised ticket agents (unauthorised outlets include websites such as auction sites). Failure to comply will make this ticket void.

Whilst TRSE takes responsibility for tickets purchased directly through TRSE, the theatre website and authorised ticket agencies, we will not be responsible for tickets that have been sold through unauthorised methods.

Bookers with tickets purchased through an unauthorised vendor will not in any circumstances receive an exchange or refund from TRSE.

Purchasing a ticket generally guarantees you entry to a performance, but doesn't guarantee a specific seat or even admission in certain situations. You are only guaranteed a seat of a value equivalent to the ticket meaning we legally reserve the right to relocate you.

TRSE reserves the right to place restrictions on the volume of tickets that may be ordered through the Box Office or online.

When making a booking the booker accepts our terms and conditions on behalf of all members of their party.

Any ticket cannot be used for advertising, promotions, contests or sweepstakes, unless formal written permission is given by TRSE, provided that even if such consent is obtained, use of TRSE’s trademarks and other intellectual property is subject to its prior consent.

Age guidance for productions can be found on TRSE’s website and this should be consulted, or an enquiry made to TRSE’s box office staff, before you purchase a ticket. If you would like to know more about material featured in a production that may cause distress, an enquiry should be made to TRSE’s box office staff before you purchase a ticket.

Children aged 16 or above can see a show independently. All children under 16 need to be accompanied in the auditorium throughout the performance by an adult aged 18 or above.

We want everyone to be able to access performances at Stratford East. If you identify as disabled and cannot attend a show without the support of a companion or carer, we can offer you a companion ticket free of charge to make it easier for you to see a show. Companion tickets are not available online and must be booked in the same transaction as the full-price ticket. Please contact the Box Office directly on 020 8534 0310 or email tickets@stratfordeast.com to book your tickets.

The price of the ticket shall be the price set at the time TRSE accepts your order. All prices set are inclusive of any applicable taxes, booking and collection fees but exclusive of delivery fees.

Theatre Tokens can be used to purchase tickets in person at TRSE’s box office or when booking via telephone with TRSE’s box office.

TRSE reserves the right to cancel any booking which TRSE reasonably suspects to have been made fraudulently.

All discounts and promotions are subject to availability and may be withdrawn without notice. All discounts and promotions are not valid in conjunction with any other offer or retrospectively. If drinks are offered as part of a promotion, unless otherwise stated they will be for house spirits, beers or wines. These cannot be substituted and can only be supplied to individuals who can prove that they are over 18 years old. Full conditions will be published with any advertised discounts and promotions.

TRSE reserves the right to sell tickets at different prices at different times and on different dates as availability for a performance changes.

Education group bookings may be reserved and paid for via invoice. Payment must be made before the performance and generally within 2 weeks of reservation. TRSE will give a clear deadline for payment, and if payment is not received before the deadline, TRSE reserves the right to release the tickets for sale.

Tickets cannot be refunded unless a performance is cancelled. In the event of an abandoned performance (i.e. that is stopped part way through), bookers will first be offered the opportunity to exchange tickets for another performance; a refund will be issued for an abandoned performance if there are no alternative tickets or if the booker is not able to attend an alternative performance.

In extenuating circumstances, requests for ticket exchanges may be approved at TRSE's sole discretion and subject to availability. An exchange request must be filed with the Box Office at least 48 hours before the day of the performance. A fee of £2.50 will be charged for any exchanges.

If the performance has sold out and you no longer wish to use your ticket(s), TRSE, at is sole discretion, may attempt to re-sell your ticket(s). TRSE makes no guarantee that it will re-sell your ticket(s). If TRSE does re-sell your ticket(s), the full cost of the ticket(s) will be paid to you in cash, not including the value of any delivery fees or other fees previously charged. Cash will be held for collection at TRSE’s box office for one week following the performance date.

TRSE does not generally have understudies and so it may be necessary to cancel a performance at short notice due to cast illness. For this reason please ensure the Box Office has your correct contact details.

In the event of a cancelled performance no travel costs or other expenses incurred as part of your visit to TRSE will be refunded. 

For performances taking place more than 5 working days following the purchase date of the ticket(s), you can elect to have your ticket(s) posted to a UK postal address for a cost of £1 per order. TRSE shall send tickets by first-class post, dispatching tickets within 3 working days of the purchase date.

Other products such as books and playtexts which are purchased from TRSE will be posted within 5 working days by first-class post, subject to availability. The cost of postage and packaging is additional where applicable.

TRSE will not accept responsibility for documents mislaid or lost in the post.

For performances taking place less than 5 working days following the purchase date of the ticket(s) or at your election, ticket(s) will be held for collection on the day of the Event at the box office of the Venue.

If you are collecting your ticket(s) from the TRSE box office, you must have your acknowledgement of order and the credit/debit card used to make the order with you.

Our latecomers policy is dependent on the production. Latecomers may be asked to wait in the foyer until an appropriate moment in the performance to admit them to the auditorium. If there is no appropriate moment or admittance will cause disruption latecomers may be refused admission. There is a monitor in the foyer where latecomers can view the performance. No refund or exchange will be offered in this instance.

Audience members who leave the auditorium once the performance has started may be asked to wait in the foyer until an appropriate moment in the performance to be re-admitted. If there is no appropriate moment or admittance will cause disruption, re-admittance may be refused. There is a monitor in the foyer where the performance can be viewed. No refund or exchange will be offered in this instance.

Filming, photography or audio in the foyer or during a performance are strictly prohibited unless written permission has been granted by the marketing department. TRSE reserves the right to delete or destroy and such recorded material made without permission.

TRSE may carry out general filming, sound recording or photography in or around the venue. By purchasing tickets or visiting the bar you and your party are consenting to being filmed, recorded or photographed.

Mobile phones, pagers, watches and other portable electrical devices must be silenced, including vibration functions, before entering the auditorium, unless you are informed otherwise.

Smoking is prohibited within the building.

Buggies and large bags may be left with the Ushers at the owner’s own risk during the performance. We do not have a cloakroom so any bags and coats will need to be taken into the auditorium during the performance.

Strobe lighting, smoke effects and gunshots are sometimes used in productions. Signs will be displayed informing you of this in advance.

The obstruction of gangways, access-ways, exits, entrances or staircases, congregating in non-designated areas or seeking entry to seats or areas for which you do not hold a ticket is strictly forbidden.

Whilst not currently standard practice, TRSE reserves the right to conduct bag searches for security purposes.

Glasses, bottles, cameras and recording equipment are not allowed in the auditorium, and drinks may be carried in plastic cups provided.

Hot food is not permitted in the auditorium. Please remember any food/sweets in noisy wrappers may disturb the performers and other members of the audience.

There are no cloakroom facilities at Theatre Royal Stratford East.

The following are not permitted within TRSE’s premises:

• animals (with the exception assistance dogs);
• laser pens;
• your own food and drink (unless permitted by the Venue);
• bottles, cans or glass containers (unless permitted by the Venue);
• any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives); and
• illegal substances.

Ticket holders must comply with all relevant statutes, safety announcements and TRSE regulations whilst attending the Event.

For details of how TRSE uses Your details and TRSE’s procedures relating to Data Protection, refer to TRSE’s Privacy Policy: http://www.stratfordeast.com/privacy-policy

TRSE is not responsible for any loss, theft or damage of your personal belongings, other than caused as a result of TRSE’s negligence or other breach of statutory duty.

Nothing in these Terms & Conditions seeks to exclude or limit TRSE’s liability for death or personal injury caused by TRSE’s negligence, fraud or other type of liability which cannot by law be excluded or limited.

TRSE will attempt to settle it any dispute arising from these conditions. To this end TRSE shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a just and equitable settlement satisfactory to both parties.

Although this does not restrict Your rights to pursue court proceedings, if TRSE is unable to settle any dispute by negotiation within 21 days, the parties may attempt to settle it by mediation. To, initiate a mediation a party must give written notice to the other parties to the dispute requesting a mediation.

When booking tickets it is possible to make a donation to Theatre Royal Stratford East which will be added to your order total. If you wish to make a donation please let the Box Office Assistant know during your call or add an amount to your basket online. 

We rely on voluntary donations to make our work happen. From maintaining the upkeep of our Victorian building, to supporting bold new productions, helping nurture emerging talent and connect with local communities, your support makes a much-needed contribution to everything we do.

We are a charity and it is possible to Gift Aid any donation that you give to us. If you wish to Gift Aid your donation please click the relevant tick box on the Donation page. Click Here for more information regarding Gift Aid.

Please note donations are non-refundable. 

These terms may be varied from time to time. Please ensure that you review these terms and conditions regularly as you will be deemed to have accepted a variation if you continue to use this site after any variation has been posted.

As a member you are entitled to the benefits listed on the relevant Membership page of Stratford East's website, subject to availability of the benefits and these Terms. 

Stratford East reserves the right to make changes to the Membership benefits from time to time in its absolute discretion. For any material changes to your Membership benefits, we will notify you in advance of any changes taking effect.  

Priority booking and ticket discounts made available as part of a Membership will apply to events selected by Stratford East in its sole discretion. Membership does not guarantee access to any tickets, and ticket limits may apply. 

Discounted membership tickets are limited to four tickets per Member per Stratford East production. Visiting productions may not be eligible for discounted tickets.

As a member, you will receive emails from Stratford East about upcoming productions, events, news, and supporting the theatre. You can view details of our privacy policy and change your contact preferences at any time by contacting our office or logging in to your account on our website. 

Membership benefits are for the personal use of the individual Member and are non-transferable. 

Membership of Stratford East is an annual membership and payment in full covers a period of 12 months from the date of purchase. 

All members must pay an annual Membership Fee. Stratford East reserves the right to change the Membership Fee each year. 

Once you have signed up to a Membership you will receive a confirmation email providing the details of your Membership and Membership Period. 

Subject to any statutory right to cancel, your Membership Fee is non-refundable once payment has been received by Stratford East. 

You can renew or upgrade your Membership and update your details at any time by contacting Stratford East on development@stratfordeast.com 

Memberships, and any applicable benefits, are non-transferable unless set out in these Terms. 

Any gifted Membership must be paid for in full in advance. Following payment, you will be issued with a non-refundable voucher which must be activated within 12 months of the date of issue, as stated on the voucher, by the recipient of the gift in order to activate the Membership. Once activated, the gifted Membership will be valid for 12 months. 

Gifted Memberships cannot be redeemed for cash and cash refunds will not be available under any circumstances. 

Stratford East Membership (£65) is considered a donation and is eligible for Gift Aid. 

All other Membership levels include a payment for benefits and a donation amount which is eligible for Gift Aid and can be included in self-assessment tax returns. For further details on how your Membership is being treated, please see the relevant Membership page. 

Memberships purchased as a gift for someone else are not eligible for Gift Aid claims and cannot be included in self-assessment tax returns. 

Gift Aid can only be claimed on the Membership donations when we have a valid Gift Aid declaration on file. Please opt-in to Gift Aid when purchasing your membership, or contact the Development team on development@stratfordeast.com  

To be eligible for Gift Aid you must be a UK taxpayer and have paid an amount of UK income tax or capital gains tax that is equal to any tax we (and any other charitable donations for which you claim relief) would reclaim on your donation. 

You have the right to cancel a Membership within 14 days of purchase for a full refund of the Membership Fee. To cancel your Membership during this period, you must send a cancellation request to development@stratfordeast.com. Following receipt of your cancellation notice, Stratford East shall be entitled to cancel any tickets and/or event bookings purchased under the Membership during this cancellation period, and in such case shall provide you with a credit for the cost of such purchase deducting any applicable administration fee. 

Following cancellation, Stratford East will send you an acknowledgement email of the cancellation. 

We do not offer any partial or pro-rata refunds of Memberships, except as set out in these Terms, and have no liability for any unused Membership. 

We reserve the right to, if necessary, revoke Membership without refund if an individual behaves in a threatening or abusive manner towards any person at Stratford East, damages or threatens to damage any property of Stratford East or other venue of a Stratford East event, acts in a manner which – in Stratford East’s sole opinion – brings the organisation into disrepute, or is convicted of a serious crime including offences under money laundering or bribery laws and regulations.