Privacy Policy

Updated May 2018

When you book tickets at the New Theatre/St David's Hall, you provide us with some basic personal information in order for us to process your booking.

CONTRACT:The personal information you provide to us to process your booking is held by us in order to (a) process and record your payment and (b) to notify you if anything changes in relation to your booking - for example the performance is cancelled.  We will only share this information with your bank in order to process payment, or with anyone else if required to do so by law.

CONSENT:At the time of your booking we will also ask you if you wish to receive information about forthcoming productions and events at the New Theatre/St David's Hall.  If you provide your consent, then we will occasionally contact you with this information.  We will not share your details with anyone beyond the New Theatre/St David's Hall for marketing purposes, nor will we pass your information onto third parties except to facilitate our mailing to you.

We will offer you the opportunity to opt out of future mailings at every contact, either by email or by contacting our Box Office on 029 20 87 88 89.

Cardiff Council is registered with the Information Commissions Office:  No: Z5832396


Terms and conditions

New Theatre is a facility provided by Cardiff County Council and hereinafter referred to as the "New Theatre"

Whilst every effort is made to ensure that all promotional information supplied is accurate, you are advised to take appropriate precautions to verify such information. New Theatre expressly disclaims all liability for any direct, indirect or consequential loss or damage occasioned by the user's reliance on any statements, information or advice contained in New Theatre print, on the website or any other promotional material generated by the organisation.

By accepting your order a legally binding contract between the New Theatre and you is created. This contract shall be governed by and interpreted in accordance with English law, and the English courts shall have jurisdiction to resolve any disputes.

By placing your order you warrant that all details you provide to us for the purpose of booking, ordering or purchasing goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the ticket or service. If there are any changes to the details supplied by you it is your responsibility to inform us.

All tickets are subject to availability.

It is a condition of sale in respect of all tickets that a ticket is only valid for admission to the performance it was booked for if at no time it has been sold or exchanged at a price or value that is more than the price paid for it at the New Theatre Box Office. Any ticket which has been at any time sold in contravention of this condition is void and will not admit the holder to the performance.

New Theatre staff are authorised to refuse admission to the theatre and reserve the right to do so if in their absolute judgement your conduct is such that it is likely to disrupt or disturb other persons attending the theatre. New Theatre also reserves the right to terminate your permission to be on the premises and remove you therefrom in similar circumstances.

Every member of the audience must be in possession of a valid ticket. Altered or defaced tickets will not be valid.

Confirmation of receipt of your order by e-mail, does not guarantee the ticket sale (internet sales only).

Please check your tickets as mistakes cannot always be rectified.

New Theatre reserves the right to alter or vary the performance / event due to events or circumstances beyond the New Theatre's control without being obliged to refund monies or change tickets. This does not affect your statutory rights.

New Theatre cannot guarantee that your personal expectations from a performer or a performance will be met. This is because personal expectations and tastes are infinitely variable. Further, the New Theatre cannot guarantee that the language, conduct or appearance of any performer will not offend you. You are advised to make enquiries at the Box Office before purchasing a ticket if you have any concerns about the nature of a performance. The New Theatre refund policy will apply.

New Theatre values theatregoers' commitment in booking early and recognises that emergencies sometimes prevent attendance. The following two services are available

In the following circumstances tickets may be exchanged for another day at the same price (or higher on payment of the difference). Tickets must be received at New Theatre Box Office not later than 48 hours before the first performance. There is a charge of £2.00 per ticket for this exchange service.

Alternatively, tickets will be accepted to offer for re-sale on the strict understanding that New Theatre's unsold tickets will be sold first. This re-sale service is offered subject to your acceptance that New Theatre does not guarantee that any ticket offered for re-sale will find a new purchaser. This service is only available if the original tickets are first returned to the Box Office and to your prior agreement to pay an additional 20% charge for the service on the value of any ticket sold.  In the event that you lose your ticket and it needs to be replaced, we reserver the right to charge a fee of £2.50 per ticket.

Except to the extent of the above two services or in the event of cancellation of a performance no refunds or part thereof is available after a ticket is purchased.

Possession of a valid ticket authorises admission of the holder to the auditorium immediately before the performance begins but once the performance has begun the following applies. To avoid disturbing the audience and performers, latecomers will not be allowed access to the auditorium until the interval. It may be possible to follow the performance on closed circuit television in the bars.

The making of recordings and photography, with or without flash, is strictly forbidden.

Your mobile phone's ring facility must be switched off when inside or near the auditorium. Similarly, you must not speak into a mobile phone whilst in or near the auditorium. In an emergency you may speak into a mobile phone adjacent to the Box Office but otherwise you must do so outside the theatre.

Boxes are licensed for a maximum of 6 people but we strongly recommend a limit of 4 for reasonable comfort. You are warned that the sideways view of the stage is sometimes restricted. Please enquire before purchasing tickets for Boxes as once purchased the refund policy applies.

Smoking is not permitted in the New Theatre.

Any complaints regarding the show or view from the seats should be made to the Duty Manager promptly, prior to or during the performance.

New Theatre reserves the right for themsleves or third parties 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 Duty Manager before the performance begins.

CHILDREN'S REDUCTIONS are offered to young people if they are still at school. You should make no assumption that the availability of a child reduction means that you would find the show suitable for all within this category. As parents/guardians views as to what is suitable for a given age range varies considerably, you must satisfy yourself as to a show's suitability by enquiring first at the Box Office.

Not all productions may be appropriate for very young children or babies.  Please see the age guidance regarding individual productions.  If you are bringing a very young child or baby and require specific seating, please contact our Box Office for further support and guidance.  Certain performances are not suitable for very young children (under 2 years). For the comfort of yourselves and other patrons we would advise that children under 2 do not attend performances advertised for specified age groups.

Leaders of youth groups (including school parties) are responsible for the conduct of their party. New Theatre accepts no responsibility for the supervision of young people in your care. You must ensure that adequate numbers of supervisory staff accompany the group. The group or some of them will be asked to leave the theatre if the performers or audience are disturbed.

Ticketholders with large bags may be required to leave them at the Cloakroom for the duration of the show. The standard Cloakroom charge will apply to all left items. 

Our web sites and our Official Advertisements are controlled, produced and operated by New Theatre from our offices in the United Kingdom. New Theatre makes no representations that the material and information displayed on or accessible via our web site are appropriate or available for use in other Countries outside the UK.

TicketPlan Refund Protection

TicketPlan Refund Protection is available for your booking.  We strongly recommend that you include this option.  Your tickets are non-refundable and this will protect you against cancellation resulting from accidents and unexpected illnesses.  Full details are included in the TicketPlan Terms and Conditions, which we advise you to read and retain.