Terms + Conditions

Please read the following terms and conditions carefully – when you buy a ticket by telephone, over the counter, online or via an agency, you are agreeing to our terms and conditions of sale.

Tickets may be purchased online at www.chapter.org, by telephone on 029 2030 4400, by post or in person over the counter. Please check your ticket details carefully as we can’t guarantee that mistakes will be rectified after the booking has been confirmed.

Tickets purchased online must be paid in full at the time of booking. This can include payment by redeeming your CL1C card points but this is only available when your points cover the total cost of an individual ticket.

All tickets, price types and discounts are subject to availability, can be changed and/or withdrawn without prior notice and do not apply to tickets already purchased. Chapter reserves the right to introduce offers and price changes without prior notice. The price of the ticket shall be the price set at the time we accept your order.

Where a concession is claimed, proof of identity and concession entitlement may be required and only one reduction can be applied to each ticket. Reductions may be limited.

Persons with a disability who require a personal assistant (PA) to accompany them are entitled to a free ticket for their PA.

Tickets are sold for private use only and are not for resale for commercial gain to the holder. If we have reason to believe that tickets are being resold we may invalidate them and refuse entry to the performance.

Chapter will not be responsible for any ticket that is lost, stolen or destroyed. Duplicates may be issued at our discretion.

All tickets are sold subject to Chapter’s right to alter the advertised programme, screening or cast in the event of unavoidable cause, without prior notification.

When making a booking with us your personal information is stored on the Box Office computer system. By making a booking you consent to your personal information being stored in accordance with the Data Protection Acts. You will be asked if this information may be used:

to keep you informed about forthcoming events or developments at Chapter; by other arts organisations or companies for a similar purpose.

We will never pass on your information without your informed consent to anyone else except to agents who process our data or conduct campaigns on our behalf.

We may also use and disclose anonymous aggregate booking information (excluding credit card details) with external agencies (e.g Arts Council Of Wales) for the purpose of analysis and research. Chapter will take all reasonable steps to ensure the security of data within this process.

Tickets are sold subject to the Data Protection Act 1998 and any subsequent amendments.


CL1C Card

You can redeem your CL1C card points against the full price of an individual ticket.

Points cannot be used for the purchase on which the points have been awarded.

Where tickets are purchased with CL1C points, in the case of refunds, points will be re-credited to your CL1C Card. No cash refunds will be given in these circumstances.

Any event or product may be excluded form the scheme at our discretion.

You do not qualify for points on purchases that you pay for with points.

Points can only be exchanged for cinema or theatre tickets or other items included in the scheme and have no monetary value.

Your CL1C Card does not allow points to be used as part payment. The full number of points is required and these will be deducted form the total on your card.

Our full terms and conditions for our CL1C Card can be found at www.chapter.org/cl1c-terms-conditions


Ticket Collection

Tickets are held at our Box Office on our main site at Chapter, Market Road, Canton Cardiff CF5 1QE unless otherwise stated.


Exchanges and Refunds:

We will refund or exchange tickets wherever possible but this is at our discretion. We will always refund when the event is cancelled or rescheduled or where there is a material change to the programme of the event and the purchaser of the ticket will be entitled to claim a refund of the actual cost of purchase.

A material change is a change which, in our reasonable opinion, makes the event materially different to the event purchasers of the ticket, taken generally, could reasonably expect. The use of understudies in a theatre performance is not considered a material change.

Tickets can be exchanged to an alternative performance/screening of the same event up to 24 hours prior to the original performance/screening date, subject to availability.

Tickets will be accepted for resale but Chapter will only attempt to resell tickets once a performance is sold out and cannot guarantee that tickets will be resold.

Refunds or the reimbursement of resold tickets shall only be made to the person who purchased the ticket and, when possible, be made using the same method as was used to purchase the tickets. Where the original purchase was made by cash the customer will be required to collect and sign for the refunded or reimbursed cash from our Box Office. Any tickets bought with CL1C Card points will be refunded with points and there will be no cash substitute.

These Terms and Conditions do not and shall not affect your statutory rights as a consumer.


Customer Service:

Events may be age restricted and it is the responsibility of the ticket holder to check before purchasing.

Latecomers may be asked to wait until a suitable break in the performance before taking their seats. In some circumstances this might be the interval or where there is no interval and in extreme circumstances this could mean missing the whole event. No refund will be given for customers who miss parts of/whole performances due to lateness.

Chapter reserves the right to request that ticket holders leave the venue at any point on reasonable grounds, including for health and safety, licensing reasons, or where we believe other users’ comfort, enjoyment or security may be affected and may take any appropriate action to enforce this right.

The unauthorised use of photographic or recording equipment, including mobile phone cameras, is not permitted in the auditorium.

Chapter reserves the right for ourselves or third parties on our behalf to carry out general filming and sound recording in or around the building. Purchase of a ticket signifies the holder's consent to be photographed or sound recorded and to the commercial exploitation of such film or recording without any right to payment. Any ticket holder who objects to being photographed or recorded must advise the Front of House Manager before the performance begins.

Please ensure that mobile phones, pagers and digital alarms are turned off or to silent before the start of the performance/screening.

Smoking is not permitted anywhere in the building.

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

If ticket holders have any special requirements or concerns about any special effects which may be featured at the event, prior notice should be provided when ordering tickets. Special effects may include, but not be limited to, sound, audio visual, pyrotechnic effects or lighting effects.

Complaints relating to any aspect of a performance should be made to the Duty Manager at the venue prior to, during or immediately after the performance.


E-ticket / print at home:

For some bookings we allow you to print your own ticket.

You must ensure that you print the ticket clearly on A4 paper and bring the ticket to the event.

Tickets are only valid when accompanied by the correct identification selected whilst making the booking.

Tickets are non-transferable and you must ensure that no one else is able to obtain and/or print a copy of your ticket.


M-tickets / Mobile tickets:

For some bookings we offer paperless tickets delivered to your mobile phone ("M-tickets"), booked either through the Website, or via our Mobile Application.

When booking such tickets via the Website, you must check that your mobile phone is compatible with our tickets by downloading a test ticket where indicated prior to purchase.

It is your responsibility to ensure that you carry your mobile phone on the relevant journey and that your phone is charged, functional and that you are able to display the ticket for inspection when attending the event.

Due to the wide variety of mobile phone handsets and networks we are unable to offer technical support or assistance.


You may incur data usage charges from your mobile phone operator for downloading a ticket. You should check with your network provider as to what charges may apply.

For identification purposes you must also carry the credit/debit card used to make the booking (If tickets have been booked for more than one person, all attendees should arrive together.


We shall not provide duplicate or replacement tickets. The ticket must be stored on your mobile phone until the date and time of the event and such safekeeping shall be your responsibility. M-Tickets are non-transferable.

By purchasing an M-Ticket, you agree to cooperate with the usher and let him/her clearly view the ticket on your mobile phone and you acknowledge that you may be requested to hand over your mobile phone voluntarily for inspection. If you do not produce your ticket or hand over your mobile phone upon a request to do so by the usher, the usher shall be entitled to consider that you do not have a ticket.

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