Customers are advised tower appropriate clothing and footwear and protection against potential inclement weather.
Please be considerate to others at the performance and do not open umbrellas during the show.
It is strongly advised that you travel on public transport as there will not be any public parking.
Theatre On Kew shows take place within The Royal Botanic Gardens Kew/Wakehurst and we ask that customers behave respectfully towards their surroundings. We reserve the right to eject any customer causing damage to the grounds or plants.
All ticket holders consent to filming and sound recording as members of the audience. No unauthorised filming/cameras/sound recording – any breach will lead to confiscation of equipment and you may be asked to leave.
The management reserves the right to make any changes whatsoever in the performance owing to unforeseen or unavoidable cause.
Fireworks, smoke canisters, and other such similar articles are not permitted in the venue, and any person in possession of such articles may be refused entry or rejected.
No animals are permitted on site except guide dogs or registered assistance dogs.
Kew Gardens is private property – no commercial trading or selling of tickets or merchandising without the consent of the promoters.
These conditions contain important information, please read them carefully. Possession of this ticket shall constitute acceptance of the following conditions;
Right to refuse entry is reserved. Official personnel reserve the right to search all persons entering the premise.
Admission is at the ticket holder’s risk. The promoter and the venue shall not be held liable for any loss, injury or damage sustained within the premise.
An adult must accompany children under sixteen years of age.
Family Theatre
Children aged 12-months and under are admitted free.
Children aged 1 - 15 years old qualify for a children's ticket.
Children aged 16 - 18 years old qualify for a concession priced ticket with proof of valid concession (i.e. a student card)
Shakespeare Under the Stars
Children aged 4 and under are admitted free.
Children's aged 5 - 15 years old qualify for a children's ticket.
Children aged 16 - 18 years old qualify for a concession priced ticket with proof of valid concession (i.e. a student card)
Ticket exchanges from an Off-Peak show to a Peak show will incur an additional charge for the excess of the ticket price.
Ticket exchanges from a Peak show to an Off-Peak show will not be eligible for a refund on the excess remaining balance. Your customer account will be issued a credit note instead.
Ticket pricing + booking fees may vary between ticket retailers.
Booking confirmations and ticketing cannot be placed on hold and will not be issued until full payment is received.
Ticket types cannot be adjusted once the order is confirmed. This includes adjustments between Adult, Concession, Children's and Group of 4 tickets. Please read the ticket descriptions thoroughly and select your desired ticketing carefully.
Tickets and booking confirmations may only be issued or re-issued to the original purchaser/credit card holder.
Customer accounts may only be discussed with the account owner.
Theatre On Kew is not liable for customer errors made at the checkout. We do not issue refunds for the accidental over purchases of tickets, however you may receive a lifetime credit note instead. Please carefully check your order before processing the transaction.
We cannot add tickets to an existing orders once confirmed. A new order will need to be made online or over the phone, this will incur a new booking fee for the new order. Please double check your quantities before confirming your order.
We do not accept tickets for resale.
Void tickets are not exchangeable or refundable.
Concession tickets are for visitors with a disability, senior citizens (65+) and visitors with pension benefits. This includes jobseekers receiving benefits, high school and tertiary students. ID will need to be shown on entry. Failure to produce the requested card for your ticket type may result in additional fees.
In the event of a performance cancellation; once a remedy has been chosen by the ticket holder, it is considered final and the original terms and conditions of a purchase are reinstated.
Tickets and bookings are non-transferrable and no refunds will be issue for customer changes of mind; including illness. Exchanges and credit note requests are permitted up to 2-hours prior to the start of the show. Late requests will not be honoured.
In the event of a performance cancellation, only the face value of the ticket will be refunded excluding the booking fee. In the event of a partial cancellation, any refund will be at the promoter’s discretion.
No tickets may be used for competitions, promotions or hospitality packages, without written consent of the promoter. Any ticket re-sold or transferred in such a manner will become voidable and the holder may be refused admission or rejected from the event site.
Only tickets purchased from 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.
Title to this ticket remains with the promoter until payment has been received in full. This ticket should only be purchased from official agents/outlets.
Exchanges
You are welcome to change your performance date/time before the start of the performance. Changes must be requested no later than 2 hours prior to the scheduled start time of the performance.
To request an exchange, please fill out our Change of Date Form HERE
The ability to exchange tickets is subject to availability. Exchanges are not always possible and are not always guaranteed.
Please note that requesting an exchange or credit note converts your original booking into credit to complete this process. This now becomes the source payment of any new or future bookings. In the event of a performance cancellation of the new booking, requested refunds will not be returned as cash refunds but instead to the source payment; now a credit note.
In the event of a cancellation; once an exchange remedy accepted by the ticket holder, it is considered final and the original terms and conditions of a purchase are reinstated.
Refunds
As a condition of sale, there are no ticket refunds or cancellations once your booking is complete.
If a performance is cancelled (for any reason, inclusive of weather) ticket holders will be given the option to exchange tickets for the date/time of an alternate performance, receive a life time credit applied to the ticket holders account for future use or a refund. Refunds will only issued on request and will be returned to the source payment method of the current booking.
Please keep in mind that if you have already exchanged your booking prior to the performance being cancelled, your source payment will now be account credit and no cash refunds will be issued.
Refunds for illness will not be accepted. Instead, you may receive an exchange or a life time credit.
Theatre On Kew reserves the right to delay, pause or stop a performance as necessary; due to inclement weather, emergencies, hazards or technical issues. Tickets will not be refunded or credited for such interruptions. If a performance is cancelled midway through, appropriate remedies will be issued at the promoters discretion.
Credit Note
If you have purchased tickets and are unable to attend the performance or an alternate date/time we will issue you a lifetime credit. This credit may be used to purchase tickets for one of our future shows.
Credit notes may be issued if you are unable to attend an alternate date/time of a cancelled performance.
Credit notes cannot be reissued once already redeemed, excluding in the exceptional circumstance of an event cancellation.
Please note that requesting a credit note, all future bookings will use account credit as the source payment. In the event of a performance cancellation of the new booking, requested refunds will not be returned as cash refunds but instead to the source payment; now a credit note.
In the event of a cancellation; once a credit note remedy accepted by the ticket holder, it is considered final and the original terms and conditions of a purchase are reinstated.
Credit notes may not be redeemed for cash refunds.
Theatre On Kew is looking out for you and our performers. Performances will only be cancelled where the weather forecast poses a serious health and safety risk for all involved.
Ticket holders will be notified on the day, prior to the start of the performance via SMS and email if a performance has been cancelled. We try to provide our guests ample time between receiving the notification and their expected arrival at the venue, though under some circumstances this may not be possible.
Performances may still go ahead in the chance of light-medium rain and we will not issue a refund, exchange or credit to ticket holders that decide to not attend. If you would prefer to not attend on such a day/night, you are welcome to request a change of date by filling out this form HERE no less than 2 hours prior to the start of the performance. Late submissions will not be honoured.
Theatre On Kew reserves the right to delay, stop, start and pause and adjust a performance as necessary, due to inclement weather. The ASC will not refund or credit ticket holders for such interruptions.
Each performance will begin promptly at the advertised time. We understand that occasionally things don’t go to plan and you may arrive at the venue late. We will do our best to admit you as soon as possible, though we do take in mind any disruption that may be caused to the performance or other guests and management may refuse admission in some cases.
Theatre On Kew is not responsible for patron’s ability to locate the performance area, although we endeavour to make directions as clear as possible. We will not refund, reissue or credit tickets for late arrivals. With this in mind, we encourage patrons to thoroughly plan your visit before attending and leave ample time for transport, parking and locating the lawn.
