Terms & Conditions
1. Your tickets
Once purchased, tickets cannot be exchanged, resold or refunded.
Tickets cannot be offered for sale from within the Royal Albert Hall except from the Box Office by our ticketing team.
If an event is cancelled, you will be offered a credit voucher or a refund.
If an event is rescheduled, you will be offered an exchange, credit voucher or refund.
Refunds or exchanges must be requested from your point of purchase and can only be claimed by the person who made the booking. Refunds will only cover the face value of the tickets and will not include associated booking fees, delivery charge and/or restoration levy.
Only tickets purchased through the Box Office or approved agents are valid for admission.
Tickets sold via third parties and other unauthorised outlets, including online auction sites, are not valid for admission. Reselling a ticket makes it void and the ticketholder may be refused entry.
Some performances may have specific conditions of sale. These will be listed on the event pages for that event on this site and it is the responsibility of the ticket holder to check this before they purchase tickets.
Tickets may be restricted to a maximum number per person for certain events.
The Royal Albert Hall reserves the right to make alterations to the advertised programme.
Tickets are required for each child attending a performance. All customers aged 14 years or below must be accompanied by an adult aged 18 years or over. Some performances and/or specific seating areas may have different age restrictions. It is the responsibility of the ticket holder to check any restrictions before they purchase tickets. The policy relating to children at the Hall does vary considerably depending on the individual event and specific event age restrictions or recommendations can be found on the individual event page.
Every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.
The unauthorised use of cameras, audio and video equipment is not permitted. Purchase of a ticket means you consent to filming, photography and sound recording which may include you as a member of the audience and its use in commercial distribution without payment or copyright.
Food and drink may not be brought into the building.
It is against the law to smoke in the Hall. The use of e-cigarettes is also prohibited.
For security reasons, bags may be searched as a condition of entry.
Mobile phones and other electronic devices are distracting to other audience members.
Please ensure they are switched off.
The Royal Albert Hall reserves the right to refuse admission.
2.1 Violence to staff
Our staff are committed to creating an unforgettable experience for everyone visiting the Hall and treating everyone with respect. We ask that you show them and your fellow audience members respect too.
Physically or verbally abusive or threatening behaviour towards our staff or members of our audience is offensive and unacceptable. Any such incidences will be investigated and appropriate action taken.
If you are attending an event and someone is acting in an intimidating, aggressive or threatening manner, please speak to any member of staff who can contact the Duty Manager.
3. Proms Season Tickets
Please note that Season Ticket holders arriving at the Hall less than 30 minutes before a concert are not guaranteed admission. They will be asked to join the back of the day queue.
4. Internet usage
We reserve the right to block access to the Royal Albert Hall’s website, or to cancel a booking, when we believe that a person is using automated means to check availability or purchase tickets.
You agree that you will not use any software or technology that could interfere with the performance of, or place an unreasonably large load on, the Royal Albert Hall’s website.
5. Social Media Guidelines
We trust users to be responsible, and the huge majority of people who post on our channels respect that trust. The Royal Albert Hall may report, remove or request the removal of any content that it considers to be unlawful (or which promotes unlawful conduct) or which it deems inappropriate, including but not limited to:
- Obscene, offensive, hateful or inflammatory comments or comments that incite or condone violence against individuals or groups based on race or ethnic origin, religion, disability, gender, age, nationality, or sexual orientation/gender identity, or whose primary purpose is inciting hatred on the basis of these core characteristics
- Threatening or abusive content or content that invades another’s privacy, or which harasses or causes annoyance, inconvenience or needless anxiety
- Content showing harmful or dangerous acts
- Pornography or sexually explicit content
- Spam, scams, misleading content or metadata
- Violent or graphic content. Some comments might offend you but won’t necessarily violate our guidelines.
We recognise that people think, feel and react in different ways. Assessing content may involve a delicate balancing act and our assessment may not please everyone all of the time.
6. Important information
Loud music can damage hearing.
The Royal Albert Hall accepts no responsibility for any personal property brought to the venue.
Customers planning on driving to the Royal Albert Hall are advised not to leave valuables in their car.
CCTV is in operation on the premises for the purposes of crime prevention and detection.
Please consider our neighbours and leave the Royal Albert Hall quietly.
7. School groups
All children must be accompanied by and remain under the care and control of a responsible adult at all times.
School groups must have a minimum ratio of one adult to ten children with at least two adults accompanying any group of children even if the group number is less than ten.
If you would like to receive a copy of our Child Protection Policy please contact the Education team.
Education ticket holders consent to the photographing and filming of themselves as members of the audience. It is the responsibility of the person in charge of the group to seek consent from parents or guardians in advance of the visit.
8. Press images
Pictures in our media portal are licensed solely for non-commercial reproduction by recognised media organisations and must be accompanied by the photographer’s copyright notice listed next to the image on this website.
9. Friends & Patrons Schemes
The Friends & Patrons Schemes (“Schemes”) are operated by the Royal Albert Hall (“we” or “us”), a charity registered in England and Wales with charity registration number 254543 and whose place of business is Royal Albert Hall, Kensington Gore, London, SW7 2AP.
These terms and conditions set out the basis on which we provide the Schemes. Please read these terms carefully before participating.
If you have any questions about these terms or the Schemes please feel free to contact us by telephoning the Friends & Patrons team on 020 7070 4444 or by emailing us at email@example.com.
If you join as a Friend or Patron, you will be offered various benefits, details of which are found at www.royalalberthall.com/support/join-us.
We may add or remove certain benefits from the Schemes, amend the terms of the Schemes or terminate the Schemes completely. Should we choose to make a significant change to benefits under the Schemes or the terms of the Schemes or terminate the Schemes completely, we shall notify you via email. Please see below for information about your rights to cancel where we substantially amend the Schemes or terminate the Schemes.
Any benefits provided to you through the Schemes shall be for your own personal use and may not be transferred or assigned to any third party or be used for commercial purposes. If the information available to us suggests that you have used the benefits provided to you, i.e. reselling tickets purchased during a Friends & Patrons Priority Booking period for commercial gain, you are liable to lose your Scheme benefits and have your membership cancelled without notice or a refund, at our discretion.
9.3 SIGNING UP
You can sign up to the Friends & Patrons Schemes either online at www.royalalberthall.com/support/join-us or by calling 020 7070 4445.
During sign up we will take payment of the membership fee from you. For Friends, the membership fee is entirely a donation and eligible for gift aid. For Patrons, the membership fee is split between the transactional element (or minimum payment) and the donation element for Gift Aid purposes. Details of the membership fee and the split for each Patron level can be found at www.royalalberthall.com/support/join-us Please note that we may change the membership fee amount although any change to the membership fee will not come into effect until the expiry of your current subscription term.
Once the sign up process is complete and we have received payment of your membership fee, we shall send you an email to the address provided during the sign up process confirming your membership (“Welcome Email”). We shall also send by post a Welcome Pack providing further details about the benefits and opportunities.
Once the Welcome Email has been sent, you will be considered a member of the Friends or Patrons Schemes and shall be entitled to the relevant benefits offered by that Scheme. Once you have paid your membership fee, the fee is non-refundable unless you exercise your 14 day right to change your mind or cancel your membership due to our fault – see further below.
9.4 LENGTH OF MEMBERSHIP
Your membership shall last for 12 months from the day that you have made payment to the last day of the month that you joined in (“subscription term”).
We shall notify you by email and post prior to the expiry of the relevant subscription term that your membership is about to come to an end and provide you with the option of signing up for another 12 month subscription term. These terms and conditions shall apply each time you sign up or renew your support.
If you decide to pay the membership fee by Direct Debit, your membership will be active from that day, however your bank account will not be charged until the 25th of the month OR the 25th of the following month, if the 25th has already passed. You will receive a confirmation email as well as a Welcome email that will confirm your payment date. Following your initial year of membership, your membership will automatically renew for a successive 12 month subscription term, unless you notify us in writing at least 10 day prior to the end of your current subscription term using the contact details provided. We shall send you a reminder no less than two weeks prior to the renewal of your 12 month subscription by Direct Debit in which you will be offered a chance to cancel your membership.
Your right to change your mind. You have the statutory right to change your mind and cancel your membership within the first 14 days of your membership and receive a refund. In such circumstances, you will only receive a full refund if you do not access the benefits during this 14 day cancellation period. If you have accessed any of your benefits from the date of the Welcome Email, you will not be entitled to a refund for your subscription term. If you wish to exercise your right to change your mind, you must notify us within 14 days of the date of the Welcome Email using the contact details provided. You may notify us by using the following wording: To Royal Albert Hall. I hereby give notice to cancel my membership to the Friends & Patrons Scheme. [Insert full name] [Insert Friends & Patrons number] [Insert address] [Insert date].
Your right to cancel. You can cancel your membership at any time by contacting us using the details provided. Except in the circumstances set out below, should you choose to cancel your membership during a subscription term, you will not be entitled to any refund of your membership fee.
Your right to cancel for our fault. You may cancel your membership at any time with written notice to us using the contact details above if we: a) are in material breach of these terms and conditions and such breach has not been remedied to your satisfaction within 30 days of you notifying us of the breach; b) make a material change to the benefits or the terms of that Scheme and you are able to demonstrate that such change has a material adverse effect on you; or c) terminate the Scheme of which you are a member completely. If you exercise your right to cancel for our fault, you are entitled to a pro-rated refund of your membership fee.
Our right to cancel. We reserve the right to cancel your membership at any time if you do not adhere to the Royal Albert Hall terms and conditions.
10 FEEDBACK & COMPLAINTS
These terms and conditions are governed by English law.
Friends & Patrons. The Royal Albert Hall’s supporters have the right to expect the Hall to strive for the highest possible standards in all regards. If you have feedback or a complaint relating to any of the Friends & Patrons terms and conditions or the Scheme, we will attempt to resolve it using our internal complaints-handling procedure. Please raise your feedback or a complaint by emailing firstname.lastname@example.org. Under the guidance of the Fundraising Regulator, our policy is to respond to all complaints within 4 weeks of receipt. We monitor and record any complaints about our fundraising efforts and this data will be shared with the Fundraising Regulator on request. If you do not feel that our response is satisfactory, please contact the Fundraising Regulator directly using their online complaints form which you can find here.
General. If you have feedback or a complaint relating to the Royal Albert Hall, that it is not specific to the Friends & Patrons Schemes, you can use our internal general feedback service at www.royalalberthall.com/your-visit/contact-us.
We reserve the right to amend or revise these Terms and Conditions at any time without notice. Any changes to the Terms and Conditions apply to your ticket purchase with immediate effect from the date of publication on our website.