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Terms & Conditions

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Terms & Conditions

Updated September 2020

Due to Covid 19, and to support social distancing and the safety of all our customers and staff, Chapter has made a number of changes to the way you purchase tickets.

Please read the following terms and conditions carefully – when you buy a ticket you are agreeing to our terms and conditions of sale.

From October 2020, tickets may only be purchased online at www.chapter.org. Ticket purchases by phone and post are no longer available. Ticket purchases in person/over the counter will be allowed in special circumstances (in the case of online booking not being possible/available) but we are discouraging this method of sale wherever possible to protect both you and our staff. 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. 

All tickets, price types and discounts are subject to availability, can be changed and/or withdrawn without prior notice and do not apply to tickets already purchased.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. Chapter is also part of Hynt, the national access scheme that works with theatres and arts centres in Wales to make sure there is a consistent offer available for visitors with an impairment or specific access requirement, and their Carers or Personal Assistants. For more information, please visit www.hynt.co.uk 

Chapter is also part of the CEA Card scheme developed for UK cinemas by the UK Cinema Association (UKCA). The Card enables a disabled cinema guest to receive a complimentary ticket for someone to go with them when they visit a participating cinema. For more information please visit www.ceacard.co.uk

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 data is stored on the Box Office computer system. By making a booking you consent to your personal data being stored in accordance with the General Data Protection Regulation (GDPR). You will be asked if this data may be used to keep you informed about forthcoming events or developments at Chapter and you will be asked if you would be happy to receive Marketing and/or Fundraising requests from Chapter. 

We may also use and disclose anonymous aggregate booking information (excluding credit card details) with external agencies (e.g. the Arts Council of Wales, British Film Institute) 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 General Data Protection Regulation (GDPR) 2018 and any subsequent amendments.

 

Ticket Collection

Tickets will no longer be printed off and held at our Box Office.

All tickets must be purchased online and scanned electronically via a smartphone or similar device, or via a paper print at home ticket (which must be kept on your person and not left in the venue) as you enter the Cinema.

For those in special circumstances who are unable to purchase tickets online, tickets will be printed at the venue.

 

Exchanges, Refunds and Credit:

Refunds

No refunds or credit unless the event is cancelled or rescheduled by Chapter, or where there is a material change to the programme of the event. On this occasion, 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, for example, is not considered a material change.

Refunds or the reimbursement of resold tickets shall only be made to the person who purchased the ticket and be made using the same method as was used to purchase the tickets.

Our refund policy includes any changes to events caused by closure related to Covid 19, whether enforced by Government guidelines or by Chapter Management.

Credit

On occasion, credit may be offered as an alternative to a refund but this is at the discretion of Chapter Management. Whenever issued, all credit must be used within 12 months of the cancelled event. Credit can never be turned into a refund.

Credit offered against events cancelled due to Covid in March and April 2020 will be valid for use until end of September 2021 at which point it will expire.

Exchanges

Tickets may 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 be made using the same method as was used to purchase the tickets.

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.

Customers must follow the instructions of Chapter Front of House staff who are tasked with the health and safety of everyone using the building. A number of changes have been made in light of Covid 19 including the introduction of one-way systems around the building and seating arrangements which allow for social distancing and we ask all customers to support Chapter, to follow the guidance and to behave responsibly when in the venue.

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.  Chapter will notify customers at the point of booking if filming is planned in relation to the event they are attending, thereby giving customers the option of booking for an alternative screening/performance/event. If consent is given and a ticket is purchased, this 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.

In addition, and specifically in relation to the non-ticketed areas of our building (café bar etc) Chapter will always supply adequate signage and pre-warn customers as far in advance as possible to ensure awareness of filming activities so as to enable customers to object if they so wish.

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

Smoking/vaping is not permitted anywhere in the building.

Ticket holders must comply with all relevant statutes, safety announcements and venue regulations whilst attending the event. This applies to all current and any future changes in guidelines relating to Covid 19.

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.

 

CL1C Card

This scheme has now been withdrawn and CL1C points are no longer available.

Any remaining CL1C points are no longer deemed a valid source of payment.

 

Cinema Vouchers or Gift Tokens

Payment method by vouchers or gift tokens is suspended and is not currently deemed a valid source of payment.

All gift vouchers purchased between October 2019 and October 2020 will be honoured but must be used within 12 months of purchase or will be deemed invalid.

 

Time Credits

We are no longer accepting time credits as payment for tickets.

 

Wi-Fi Terms and Conditions

The Terms & Conditions below serve as an agreement between you and Chapter Arts Centre regarding the free use of the WIFI.

1.The service

Any use of Chapter’s internet service is carried out at your own risk.

We have no responsibility or control over your internet activity, and cannot guarantee that any internet activity you engage in will be secure.

We have no responsibility or control over the information (including private information) you choose to send or receive over the network.

We cannot guarantee the speed of which your data will travel over the network

We cannot guarantee that the network will run on your device. Furthermore, it is your responsibility to provide antivirus and malware protection for your device or hardware. We will not accept any liability for damage to your device or hardware through you using inadequate security settings or your failure to protect your device by using appropriate software, nor are we responsible for any viruses or spyware which may be downloaded on to your device while using our Wi-Fi service.

Printing is not available using our Wi-Fi service

We cannot provide technical assistance to you in relation to using our Wi-Fi service

We reserve the right to at all times to withdraw the network, change how the network runs and add or remove the process of having to sign into an account to use the network.

 

  1. Your usage of the network

2.1 You must not use the network to access any Internet services or send or receive e-mails or anything in a similar form, which: 2.1.1 are threatening or have the use of threatening language, intimidating or which could be classes as harassment; 2.1.2 contain obscene, offensive, racial or abusive language/material; 2.1.3 contain pornographic material (which includes, text, images, videos and sounds of a sexually explicit or arousing nature); 2.1.4 contains offensive or derogatory images regarding sex, race, religion or belief, gender reassignment, marriage and civil partnership, pregnancy or maternity, age, disability, sexual orientation; 2.1.5 contains material which infringes third party’s rights (which includes intellectual property rights); 2.1.6 are otherwise unlawful or inappropriate.

2.2 Videos, Music, pictures and text and other related content that is found to be copyright on the internet should not be downloaded. You will indemnify us and any organisation managing and/or supporting our Wi-Fi service against all losses, damage, expenses (including reasonable legal costs and expenses), liabilities or claims arising out of you breaking any of the terms and conditions of use of our Wi-Fi service.

2.3 Chapter and our provider Clearstream monitor usage of the WiFi and we reserve the right to terminate or temporarily suspend your connection to the network if you are found engaging in any activity that breaches any provision of this agreement including but not limited to 2.1-2.3 above.

2.4 We cannot guarantee that your data is safe while using our network, we hold no liability for loss of information or damage to information

3.Criminal activity

3.1 You must not use the network to engage in any activity which is causing a criminal offense in either the United Kingdom, Europe or any other Continent/Country.

3.2 You agree that if you commit any illegal activities while using our network we reserve the right to cooperate with the law enforcement and provide them with any evidence including your device information: MAC Address, IP (internet protocol) address.

4.Other terms

4.1 This agreement is governed by the law of England and Wales and is subject to the jurisdiction of the English and Welsh courts sitting in Wales

 

Terms & Conditions