Last updated 07/10/2020

The 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 The New Theatre print, on the website or any other promotional material generated by the organisation or by its incoming companies and producers.
  • By accepting your order, a legally binding contract between 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 and offers are subject to availability. Additional discounts and offers may be  published at any time and cannot be applied retrospectively.
  • 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.
  • Tickets must not be sold, purchased 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 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 from the premises.
  • 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 soon as you receive them as mistakes cannot always be rectified.  New Theatre reserves the right to alter or vary the performance / event due to events or  circumstances beyond 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. New Theatre refund policy will apply.

New Theatre Refund policy

New Theatre values theatregoer' 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) for the same production: Tickets must  be received at New Theatre Box Office not later than 48 hours before the first  performance. There is a charge 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 not later than 48 hours before the  performance and to you agree pay an additional 20% charge for the service on the  value of any ticket sold. 

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.

In the event that you lose your ticket and it needs to be replaced, we reserve the right to  charge a fee of £2.50 per ticket. Replacement tickets can only be collected in person from the  Box Office at any time prior to the advertised performance start time.

New Theatre does not accept responsibility for tickets purchased via third party and any  requests for refunds or exchanges must be made via the third-party.

Information for ticketholders

  • 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 of4 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.
  • The New Theatre reserves the right for themselves 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 and children's reductions

These 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 other audience  members are disturbed.



For security reasons, New Theatre reserves the right to undertake security bag checks and  can instruct you to leave certain items in the cloakroom.

Ticketholders with large bags may be required to leave them at the Cloakroom for the  duration of the show and we reserve the right to undertake security bag checks. 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 and is provided by a third-party.   We strongly recommend that you include this option.  Your tickets are non-refundable and  this will protect you against cancellation resulting from most accidents and unexpected  illnesses.  Full details are included in the TicketPlan Terms and Conditions, which we advise  you to read and retain.

 All claims and enquiries regarding TicketPlan Refund Protection should be made to  TicketPlan whose details are provided at the time of booking.

Privacy notice

When you book tickets at the New Theatre/St David's Hall, you provide us with some basic  personal information 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 process and record your payment. 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 regular mailing to you.

We will offer you the opportunity to opt out of future mailings at every contact, either byemail or by contacting our Box Office on 029 20 87 88 89. If you opt out at any time, youare also removing your consent for us to contact you regarding your booking.Cardiff Council is registered with the Information Commissions Office:  No: Z5832396