CoLab Theatre Ltd. Booking Terms & Conditions
These terms and conditions are designed to protect both parties and to ensure that we deliver our promise of an unforgettable experience. Therefore, please make sure you read and understand the terms and conditions fully.
1. Behaviour & Etiquette policy:
a. It is the responsibility of CoLab Theatre Ltd. staff to deliver a friendly, safe and enjoyable experience for the audience.
b. If any person(s) acts outside what is considered good behaviour and etiquette, then CoLab Theatre Ltd. staff reserve the right to ask them to leave the group.
i. This can include swearing and inappropriate language
ii. Inappropriate body language which makes our staff and/or other audience members feel uncomfortable.
iii. Anything else to render our staff not able to deliver under safe and controlled circumstances.
iv. If any equipment is damaged by an audience member then the audience member is legally obliged to compensate CoLab Theatre Ltd. for the full replacement value of the damaged item(s).
c. CoLab Theatre Ltd. reserves the right to refuse admission to the performances and request any ticket holder to leave the performance and take any appropriate action to enforce this right.
d. CoLab Theatre Ltd. adopt a zero-tolerance for:
i. Intoxication or the influence of prohibited substances, recreational or social drugs.
ii. Bullying or passive-aggressive behaviours; violence (including domestic violence) regardless of if it is physical or threatened (psychological).
iii. Homophobic or sexist behaviours or comments.
iv. Belittling and demeaning language or behaviours.
v. Racist or religious taunts or incitement.
vi. Unwelcome advances or behaviour (repeated) towards our staff or other audience members.
2. Personal Responsibility and Liability
a. Audience members take full responsibility for their own safety during the event – CoLab Theatre Ltd. take no responsibility at any time for any individual taking part in the event.
b. Audience members partaking in CoLab Theatre Ltd. productions, do so voluntarily.
c. Audience members may refuse to take part in any activities proposed by CoLab Theatre Ltd.
d. CoLab Theatre Ltd. is not responsible for individuals partaking in unlawful activities or dangerous behaviour.
e. Minors (under 18) must be under adult supervision at all times. This guardian must take responsibility for the safety, behaviour and actions of up to four minors.
f. It is the responsibility of the accompanying adult to declare any minors under their supervision to CoLab Theatre Ltd. staff prior to the event. This can be done by sending an email to firstname.lastname@example.org
3. Ticket Conditions, Refunds and Event Cancellation
a. Every member of the audience must have a ticket.
b. Duplicate Tickets will not be provided in the case of loss of the originals relating to a Third Party Event.
c. This ticket may not, without written consent of CoLab Theatre Ltd., be resold for commercial purposes or at a premium. If a ticket is sold in breach of this condition, the bearer of the ticket will be refused admission.
d. The ticket is sold subject to CoLab Theatre Ltd.’s right to make any alterations in the cast or advertised arrangements necessary by any unavoidable cause.
e. The transfer of tickets is not permitted.
f. Tickets cannot be refunded unless a performance is cancelled or abandoned when less than half the performance has taken place. CoLab Theatre Ltd. reserves the right to cancel a booking date at any time.
i. If the cancellation occurs up to 24 hours before the date of booking refunds will not be available, however CoLab Theatre Ltd. will provide alternative dates for booking at no extra cost to the customer.
ii. If the cancellation occurs less than 24 hours before the commencement of the event, refunds will be available.
a. CoLab Theatre Ltd. reserves the right to access and utilise audience members personal information, including phone number and email address during the show and for any marketing purposes. Audience members have the right to opt out of marketing and can do so by emailing email@example.com.
a. If you agree to the above terms and conditions, then please proceed with your booking.
b. By ticking 'agree to terms and conditions' you are legally bound to ensure that you and your booking party abide by this.
c. You hereby accept all the terms and conditions within this booking form.
COLAB Theatre ltd is committed to protecting your personal information, being transparent about what data we hold and giving you control over how we use it.
Please contact us regarding any issues with data protection on:
How do we collect personal information?
We collect your information when you interact with us. This could include booking tickets online, by phone, or in person, ordering an item from our online shop. It could also be when you sign up to receive updates from us by email and other digital channels. We also monitor how audiences use the website to help us understand how it could be improved.
We collect personal information when you:
1. Buy tickets, vouchers or food and drink packages
2. Register for special interest lists e.g. cinema broadcasts, family events, teachers’ information or our Access List
3. Visit our website.
4. From time to time, we may also get data about you from third parties. For more information see the next section.
What information do we collect from you?
We only collect the information that’s necessary to carry on our business, provide the particular product or service you’ve requested and to keep you informed. There are occasions when you can choose not to give us certain information, but this may mean that we cannot provide you with certain products or services and that our communications are less relevant and personalised. For example, you may not hear about an event that we think would appeal to you.
The type of information we collect depends on where and when it is gathered. Read on to find out more.
Information we obtain directly from you:
When you create an account with us, register on our website, purchase tickets or other items from us, ask us for information or make an application (such as for a bursary) either online, by post or phone, we need to collect information from you in order to provide the service or information you are requesting or to process your application. We collect the following information in the registration and booking process:
Prefix and name
Date of Birth
Contact phone number(s)
Payment card details.
We may also collect:
Whether you receive state benefits such as income support
This information, recorded for monitoring purposes, is anonymised once places on the course have been confirmed.
If you are booking an appointment at the archive, we collect:
Prefix and name
Contact phone number
If you have specific needs, such as a disability, we collect:
Details of how we can best support your future visits. For example, a preference for seats on an aisle, or with a clear view of captioning units.
When you visit our website we may collect the following information:
Automatically populated IP address: a public IP address is a unique number which allows a computer, group of computers or other internet connected device to browse the internet. The log file records the time and date of your visit, the pages that were requested, the referring website (if provided) and your internet browser version.
If you contact us with feedback online, by email, by phone or in person, we keep a record of the correspondence on our database to help us improve customer service.
When you visit our premises:
We use CCTV recording equipment in and around our premises for monitoring and security purposes. CCTV cameras operate on all public access points and in the ‘front of house’ public areas of the National Theatre, such as terraces, bars and foyers. They do not operate in private areas such as washrooms.
Information we receive from third parties:
In certain circumstances, your information will be shared with us by third parties. For example:
Arts organisations: we collect personal information from other arts organisations that COLAB Theatre works with;
Service providers: we collect personal information from our website developer, IT support provider, payment services provider, restaurant and bar booking service agents and agents who sell tickets on our behalf (we only work with agents who are members of the Society of Ticket Agent Retailers). For donors, we sometimes use service providers to verify source of funds as required by law; and
Publicly available sources: we combine information you have given to us with information available from external sources. This will only be done when you give permission to the relevant third party organisations to share with us the data they hold on you, or if the data is already publicly available, or if we are required by law or requested by the police or a regulatory or government authority investigating potentially illegal activities. From time to time we screen our database against recognised data sources such as National Change of Address file and cleanse our file or correct inaccurate data. We may also update inaccurate data if the information is available.
Social media plugins: we may use social media plugins from the following service providers who are based both inside and outside the EU: Facebook, WhatsApp and Twitter. Such plugins allow you to register with us using your social media account, and you will be aware when this is happening. By providing your social media account details you are authorizing that third party to share with us certain information about you.;
Employers and referees: if you are a job applicant we may contact your recruiters, current and former employers and/or referees, who may be based inside or outside the EU, to provide information about you and your application.
We might also receive information about you from third parties if you have indicated to such third party that you would like to hear from us.
Why do we collect this information, and what do we do with it?
The main reasons we collect information are to provide a service you have requested, to keep you up to date with news and events, to personalise your communications, or to contact you if we need to obtain or provide additional information (e.g. cast changes, travel disruption). The information we collect about our audiences also helps us understand how we can best meet their needs.
We will use your information for the purposes listed below either on the basis of:
performance of your contract with us and the provision of our services to you;
your consent (where we request it);
where we need to comply with a legal or regulatory obligation; or
our legitimate interests (see below for further information).
Specifically, we use the information we collect from you in the following ways:
To manage your booking or purchase with us. We will use your personal information to:
fulfil ticket, merchandise, donation and membership requests (on the basis of performing our contract with you);
process payments (on the basis of performing our contract with you). Please note that COLAB Theatre does not store any Credit Card or other payment information once the transaction has been completed unless you have asked us to store your card details for future bookings. provide good customer service at the theatre or by phone (on the basis of performing our contract with you or on the basis of our legitimate interests to provide you with customer service); and
contact you with important information relating to your booking or purchase, such as confirming your order, reminding you of an upcoming performance you’ve booked for or letting you know about cast changes, travel disruption or changes to event times that may affect your visit (on the basis of performing our contract with you or on the basis of our legitimate interests to provide you with service information).
To send you marketing communications. We will use your personal information to:
keep you up-to-date with news, offers, talks and events, products and information, and let you know about opportunities to support our work at the South Bank and in schools and communities across the UK (where you have provided your consent or on the basis of our legitimate interests to provide you with marketing communications where we may lawfully do so).
send marketing information to companies and organisations about ways to support us (on the basis of our legitimate business interests to promote the National Theatre).
To provide you with special assistance, if required (on the basis of our legitimate interests to provide you with assistance or where you have provided your consent when you have provided sensitive information about your health).
To personalise your experience (on the basis of our legitimate interests to present you with the right kinds of products and services). We will use your personal information to:
help us target our marketing communications so that they’re more relevant to you. You can opt-out of personalised communications by contacting us on the email above.
keep track of your interests and preferences so that we can contact you with information that is relevant to you;
show you advertising on such Social Media platforms as Facebook and Instagram or via other third party advertising that may appear on other websites you use. You can opt-out of targeted advertising (please note that you may not see fewer ads, but they will be less relevant to your interests);
help make the experience of using our website better and to personalise the service you receive from us – this means we will remember your previous visits and track the pages on our website that you visit;
understand your interests and personalise communications to you.
To conduct research (on the basis of our legitimate interests to improve our products, services and customer service). We will use your personal information:
for classifying our audiences into groups or segments, using information from bookings and digital interactions, and publicly available information. We do this to better understand our audience and tailor messaging accordingly;
to measure and understand how our audiences respond to a variety of marketing activity so we can ensure our activity is well targeted, relevant and effective;
to undertake audience research via an online or telephone survey or in person. Participation in these is entirely voluntary, so you can choose whether or not to disclose any information requested. We will make it clear whether your response to surveys is anonymous or not and, should you provide any further information, the National Theatre will inform you how it will be used;
to analyse and continually improve the services we offer including our artistic programme, our website and our other products;
to help us run the test version of our website that we use internally to pilot new features and ensure the smooth running of our web services; and
to help diagnose and manage the website, to audit the geographical make-up of users, and to establish how they have arrived at the website.
To ensure security and protect our business interests. In certain circumstances, we use your information to ensure the security of our services, buildings, and people, including to protect against, investigate and deter fraud, unauthorised or illegal activities, systems testing, maintenance and development (on the basis of our legitimate interests to operate a safe and lawful business or where we have a legal obligation to do so).
To comply with our legal obligations. In certain circumstances, we will need to use your information to comply with our legal obligations, for example to comply with any court orders or subpoenas, carry out due diligence in accordance with statutory regulations or keep our database accurate and relevant, for example, using National Change of Address (on the basis of our complying with a legal obligation).
In addition to general use of the internet for research we make use of company, director and shareholder information from publicly available, officially registered information providers, such as the organizations in the table below.
INTRO: Where we refer to using your information on the basis of our ‘legitimate interests’, we mean our legitimate business interests in conducting and managing our business and our relationship with you, including the legitimate interest we have in:
personalising, enhancing, modifying or otherwise improving the services and/or communications that we provide to you;
detecting and preventing fraud and operating a safe and lawful business;
improving security and optimisation of our network, sites and services; and
providing you with customer service.
Where we use your information for our legitimate interests, we make sure that we take into account any potential impact that such use may have on you. Our legitimate interests don’t automatically override yours and we won’t use your information if we believe your interests should override ours unless we have other grounds to do so (such as your consent or a legal obligation). If you have any concerns about our processing please refer to the ‘How can you manage your personal information?’ section below.
Where is your information?
We’re committed to protecting your personal information. We adopt robust and appropriate technologies and policies to protect it from unauthorised access and improper use. In addition, whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it as it would have in the EEA.
As part of the services offered to you, the personal information you provide may be transferred to countries outside the European Economic Area (EEA). By way of example, this may happen if any of the computer servers used to host the website are located in a country outside of the EEA. If COLAB Theatre transfers your personal information outside of the EEA in this way, we will take steps to ensure that your privacy rights continue to be protected as outlined in this privacy .
Whenever we transfer your personal data out of the EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following transfer solutions are implemented:
(a) Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal data the same protection it has in Europe. For further details, see European Commission: Model contracts for the transfer of personal data to third countries; and
(b) Where we use providers based in the US, we may transfer data to them if they are part of the Privacy Shield which requires them to provide similar protection to personal data shared between the Europe and the US. For further details, see European Commission: EU-US Privacy Shield.
In particular, if you live in the USA and are an actual or prospective donor we may transfer your information to the American Associates of the National Theatre (AANT), a New York-based organisation which raises money to support the work of the National Theatre. We may also transfer your data if you are attending an event organised by AANT.
How long do we keep your data?
The retention period will vary according to the purpose, for example if purchasing a ticket only, we will typically keep your data for up to eight years from the date of your last transaction whereas, if you have pledged a legacy to COLAB Theatre, we will hold your details until notified by your executors. For further information about how long we will keep your information, please contact the Data Protection Manager using the contact details outlined in this policy.
Is personal information shared with any third parties?
INTRO: COLAB Theatre will never share, sell, rent or trade your personal information to any third parties for marketing purposes without your prior consent. We will ask for your consent to share personal information with arts organisations who have collaborated with us on shows you have seen.
Some of our service providers may have access to your data in order to perform services on our behalf (payment processing is a good example of this) or to advise us (such as legal advisors). We make sure anyone who provides a service for COLAB Theatre enters into an agreement with us and meets our standards for data security. They will not use your data for anything other than the clearly defined purpose relating to the service or advice that they are providing.
We may also disclose personal information to appropriate third parties to assist in anti-fraud checks and investigations.
How can you manage your personal information?
You can access and amend the personal information that we hold for you, or request that we stop contacting you at any time.
You have certain rights in respect of the information that we hold about you, including:
the right to ask us not to process your personal data for marketing purposes;
the right to request that we correct or rectify any information that we hold about you which is out of date or incorrect;
in addition to your right to lodge a complaint about us to the UK Information Commissioner’s Office (https://ico.org.uk/), you can lodge a complaint with the relevant authority in your country of work or residence;
the right to object to our using your information on the basis of our legitimate interests (refer to “Why do we collect this information, and what do we do with it?” above to see when we are relying on our legitimate interests) (or those of a third party)) and there is something about your particular situation which makes you want to object to processing on this ground;
the right to receive a copy of any information we hold about you in connection with the performance of our contract with you or on the basis of your consent (or request that we transfer this to another service provider) in a structured, commonly-used, machine readable format, in certain circumstances; and
the right to ask us to limit or cease processing or erase information we hold about you in certain circumstances.
How to exercise your rights
Every email we send to you will include details on how to change your communications preferences or unsubscribe from future communications.
You can opt-out of targeted advertising here. Please remember that you may still see the same number of adverts, but they will be adverts that appear as standard and less relevant to you.
What we need from you to process your requests
We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.
You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances. We will try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.
Please note that we may need to retain certain information for our own record-keeping and research purposes. We may also need to send you service-related communications relating to your website user account even when you have requested not to receive marketing communications.
Are you under 18?
INTRO: If you are under 18, please ensure that you obtain your parent/guardian's consent beforehand whenever you provide personal information to the website. If you don’t have that consent, you must not provide personal information to us.