Terms and Conditions
The following information is applicable for tickets booked for events at our venues and directly with the Chesterfield Theatres box office only. Terms and conditions may differ for the following:
- tickets we are selling for third party venues
- tickets purchased via third parties
Ways To Book
Please see our box office page for details of how to book.
Please note, productions for some local companies such as community groups and hirers may be pre-sold by the companies themselves. When booking opens at Chesterfield Theatres Box Office, availability may be limited.
Ways To Pay
Credit/debit card
Online, in person or by phone
Cash
In person only
Cheque
In person and only when the performance is more than seven days away. Cheques need to be made payable to Chesterfield Borough Council.
National Theatre Tokens
Can be topped up and redeemed by phone and in person. They can be used to purchase tickets for most professional live events at the Winding Wheel Theatre.
Ticket Delivery
Tickets can be delivered by email when booking online, over the phone or in person. They can also be sent by Royal Mail 2nd Class. There is a charge for this service, and postage may be unavailable for some events.
Ticket collection is only available when booking in person or over the phone. Collection is from the box office.
Fees & Charges
Booking Fee
The Chesterfield Theatres booking fee is £1.70 per ticket and the same fee applies when booking online, over the phone and in person. This fee will increase to £1.90 at 12 noon on Mon 24 Feb 2025.
Restoration Levy
All ticket prices for Council promoted live productions and professional hires include a £1.50 per ticket Theatre Restoration Levy which will help us further improve the customer experience at the Pomegranate Theatre and the Winding Wheel.
All ticket prices detailed on this website and in the Chesterfield Theatres brochure include the Restoration Levy and booking fee where applicable.
Postage
Postage to a UK address is £2.50. See the ticket delivery section above for postage delivery times.
Tickets Exchange Fee
Where tickets can be exchanged a charge of £2 per ticket applies. An exchange fee will not apply for tickets that were originally free of charge.
Ticket Refund Protection
Ticket Refund Protection is £2 per event ticket and is available when checking out. Ticket Refund Protection fees are non-refundable.
Reservations
Friends of the Pomegranate Theatre, groups of 20+ and educational establishments including nurseries, schools, colleges and universities may reserve tickets where applicable.
Reservations will be removed 28 days before the show. Reservations that expire will be removed automatically. Customers with reservations for sell-out events will be contacted and given the option to purchase tickets. If the customer cannot be contacted, then the tickets will be released back to sale.
Concessions
Where applicable, concessions are available to those under 16, people at or over the national state retirement age and in receipt of state pension, full-time students, active armed forces members, carers in receipt of carers’ allowance, carers credit or carers premium (when accompanying the person registered to care for), and people claiming certain benefits. Please be prepared to provide proof of status. Customers who hold a valid Friends of the Pomegranate Theatre Concessionary Membership will be entitled to Friends concessionary prices until the expiry date of their current membership. After that date, membership renewals will be subject to the criteria detailed below.
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Concession category |
Evidence required |
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Income based:
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Award letter within the last 12 months from the Department of Work and Pensions. An entitlement notice from Local Authority/ Council within the last 12 months highlighting a reduced charge owing to any of the benefit entitlements / criteria. A valid full time student ID card |
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Age:
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Photographic ID, Pension book/ award letter within the last 12 months from the Department of Work and Pensions. Photographic ID.
Letter / Entitlement Notice from the relevant Local Authority. |
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Other:
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Photographic armed forces ID card. Award letter within the last 12 months from the Department of Work and Pensions. |
Friends
Membership benefits:
- Discounted tickets for selected events at the Pomegranate Theatre
- Free parking for events with a Friends discount
Due to the refurbishment of the Pomegranate Theatre, The Friends of the Pomegranate Theatre membership scheme is now closed for new members and we look forward to communicating about our new and improved membership when it is available.
Customers who held a valid membership on 16th June 2022 will continue to get membership benefits, but this will be for events at the Winding Wheel Theatre. When their current membership expires, it will automatically be renewed free of charge on a monthly rolling basis until a new and improved membership scheme is launched to coincide with when the Stephenson Memorial Hall re-opens. It is at this point that the free membership will cease and there will be an option to join a new paid membership scheme
Special Offers & Discounts
Unless otherwise specified, offers and discounts:
- apply to full price tickets only
- can only be used once per person, per performance
- cannot be used in conjunction with any other discount, offer or concession
- cannot be used retrospectively
Chesterfield Theatres reserves the right to introduce or withdraw prices or discounts without notice. Please note some offers may not be available through all booking methods. Please also refer to the Refunds, Exchanges and Resale section below.
Ticket Refund Protection
Ticket Refund Protection was introduced on 9 Oct 2023.
Who provides Ticket Refund Protection?
Secure My Booking.
How much is Ticket Refund Protection?
Please see Fees and Charges. Ticket Refund Protection fees are non-refundable.
How do I purchase Ticket Refund Protection?
Ticket Refund Protection is available for most events taking place at Chesterfield Theatres and is available to purchase when checking out. It is not available to purchase on tickets already booked.
What does Ticket Refund Protection cover?
Please visit securemybooking.com/terms/uk for full terms.
How do I make a claim?
Please make a claim online at securemybooking.com. Refund applications should be submitted within sixty (60) days of the incident. You may be asked to provide reasonable evidence when making a refund application.
Refunds, Exchanges & Resale
Can I get a refund for my ticket(s)?
If you purchased Ticket Refund Protection then you may be entitled to a refund, please see securemybooking.com/terms/uk.
If you do not have Ticket Refund Protection, tickets will only be refunded if the event is cancelled by the venue.
Can I exchange my tickets?
Tickets for events with one performance or screening cannot be exchanged.
Tickets for events with more than one performance or screening can be exchanged where customers give a minimum of 24 hours’ notice before the event start time. Ticket(s) can be exchanged for another seat within the same performance or an alternative performance/screening of the same production/film*. An exchange fee will apply to each ticket. Credit will not be given when the replacement ticket(s) is of a lower value. If the replacement ticket is of a higher value then the difference must be paid. It is not possible to exchange one ticket for multiple tickets. Please refer to the Booking Fees and Charges section for further details. *Please note that exchanges are not available on the Christmas Pantomime at the Winding Wheel Theatre which runs annually from December to January.
Ticket Refund Protection is not transferable to your new tickets unless an event is rescheduled by the venue.
What happens if I have booked for an event that has been cancelled?
Customers who have booked for an event which has been cancelled by the venue will be offered a refund. Refunds are available up to 28 days after the original event date.
Ticket Refund Protection fees are non-refundable.
What happens if I have booked for an event that has been rescheduled?
If the event you have booked for has been rescheduled and you can make the new date then please retain your ticket(s) unless specified otherwise. If you opted for ticket collection when you booked, and you haven’t yet collected your ticket(s) then you can collect them from the Box Office. If you purchased Ticket Refund Protection it will transfer over to the new date.
If you can't make the new date, please email the box office within two weeks of the rescheduled date being announced. Ticket Refund Protection fees are non-refundable.
If we don't hear from you by the above cut off then we will assume that you are going to attend the new date and you will not be entitled to a refund for your ticket(s).
Any reservations that have been made for a rescheduled event will be carried over to the new date.
Can I transfer or re-sell my ticket?
Tickets purchased through the Chesterfield Theatres Box Office are non-transferable and cannot be resold through third party sites. Reselling a ticket for profit/commercial gain will make it void and the holder may be refused entry to or removed from the theatre. In addition, tickets bought from unauthorised sources will not be valid and admission to the event will not be permitted.
What happens if there are changes to an event?
Information for events advertised by Chesterfield Theatres is correct at the time of publication and may be subject to change. Chesterfield Theatres cannot be held responsible for late changes to the event programme and casting.
Access
We are committed to giving you a warm welcome and making your visit as comfortable as possible. Please inform the Box Office if you need any assistance.
The following information is applicable for accessible tickets booked for events at our venues and directly with the Chesterfield Theatres box office only.
Terms and conditions may differ for the following:
- tickets we are selling for third party venues
- tickets purchased via third parties
Wheelchair spaces can be booked online, over the phone and in person. Both venues have designated spaces in the stalls/auditorium for wheelchair users. Wheelchair users must be accompanied by a companion, who will be given one free ticket. Please inform the Box Office when booking if you are a wheelchair user.
For customers with other access needs, we offer one free ticket for an essential companion. This is available when booking in person or over the phone. Please be aware that we will require information about your access needs when a booking is made.
Companions must pay for any supplementary items and special experiences such as:
- Meet and greets
- VIP services
- Food and drink
For example, if a ticket with a VIP experience is £80 and a standard ticket is £30, the essential companion ticket will be charged at £50. The booking fee and restoration levy are applicable to any chargeable ticket.
Children
Please see individual shows for guidance on age restrictions.
- Under 18s must be accompanied by an adult
- All children, regardless of age, must have a ticket
- Any child aged one year or above will be required to have a paid ticket.
- Babies up to one year old can sit on a guardian's knee at no charge and will be issued a free ticket. Please book in person or by phone.
- A limited number of booster seats are available at the venue. These cannot be pre-booked.
Venue Regulations
The following regulations are applicable to all events taking place at the Winding Wheel Theatre unless specified at the event.
- All persons, including babies of any age, must have a valid ticket.
- Under 18s must be accompanied by an adult.
- Customers should keep personal possessions to a minimum and should not bring food, drinks, snacks or sweets into the venue.
- Some events may have smoke effects, strobe lights and other special effects.
- Customers may experience continuous exposure to high sound levels.
- The use of mobile phones, cameras, video and any other form of recording equipment is not permitted unless specified at the event.
- Smoking and e-cigarettes are not permitted within the venue.
- Chesterfield Theatres cannot be held responsible for loss or damage to personal property brought into the theatres.
- Ticket-holders consent to being filmed and photographed for publicity and broadcast purposes.
- We cannot guarantee that any requests for 'shout outs' or for a child to appear on stage for the pantomime or any other shows can be met. Please note that there are no 'shout outs' for any school performances of the pantomime.
Chesterfield Theatres reserves the right to:
- refuse admission if customers do not have a valid ticket.
- admit latecomers at the first suitable break.
- provide alternative seats to those specified on the ticket.
- conduct security searches, such as bag checks.
- refuse entry if customers are carrying food or beverages.
- refuse admission or request a customer leaves the venue and take action to enforce this.
- refuse to serve customers alcohol if, in our reasonable opinion, we believe they are intoxicated or likely to become intoxicated if we serve them further alcoholic beverages.
- make necessary changes to the advertised programme without prior notice.
If you book tickets on behalf of others, you accept these terms and conditions on behalf of all members of the party.
