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Terms & Conditions

1. Introduction

These Terms & Conditions govern all bookings and transactions made through Masquerades Box Office, the official ticketing platform for Masquerades Youth Theatre Group.

By purchasing tickets through our website, you agree to be bound by these Terms. If you do not agree, you must not use this service.

2. Ticketing & Orders

All tickets are sold subject to availability.

Bookings are only confirmed once payment has been successfully processed.

Tickets are digital by default and sent via email. They are accessible via the “My Tickets” tab once logged into your account.

Physical tickets may be issued only if required by the venue. These will be distributed in class (where applicable) or available to collect on the door.

Ticket purchases are non-refundable under normal circumstances. Refunds will only be issued in accordance with Section 6.

3. Account Requirements

All customers must create an account prior to booking tickets. This allows secure access to your bookings, ticket re-downloads, and order history.

Users must be aged 13 or over. Users under 18 must obtain parental or guardian consent before creating an account or purchasing tickets.

Some events may be age restricted, and this will be clearly stated at the time of booking if applicable. You may be required to present valid ID upon arrival to verify age eligibility.

You may request account deletion at any time by emailing boxoffice@masquerades.co.uk. Your personal data will be handled in accordance with the Data Protection section below.

4. Ticket Transfer & Resale

If you are no longer able to attend, you may privately resell your ticket for no more than its original value.

Masquerades provides administrative support for official ticket transfers through submission of the Ticket Transfer Request Form. However, we are not liable for any payments or disputes between private parties.

You must ensure that payment has been received from the recipient before submitting a Ticket Transfer Request.

Once payment has been arranged privately, the form can be completed for the transfer to be processed.

As part of a transfer, we will require:

The recipient’s full name
The recipient’s email address (for ticket delivery)
The seat number (if applicable)

5. Payments and Fees

All payments are securely processed via Stripe or Wix Payments.

A ticket service fee and card processing fee are added to all bookings. These fees are not implemented by Masquerades out of choice - they are fixed charges from our third-party ticketing and payment providers.

Masquerades does not receive any portion of these additional fees.

Fees may not be refundable, even if a refund is issued for the base ticket price.

We have worked to ensure the platform used is secure, reliable, and low-cost, helping us keep ticket prices affordable for our families.

6. Event Changes & Cancellations

In the unlikely event of a performance cancellation, postponement, or change, Masquerades will notify all ticket holders via email as soon as possible, as well as through Masquerades official social media channels.

Refunds or exchanges will be determined at the discretion of Masquerades Youth Theatre Group and communicated clearly at the time.

Masquerades shall not be liable for any travel or accommodation costs incurred due to an event’s cancellation or alteration.

7. Accessibility

We always plan with accessibility in mind, and the venues we use all offer accessible seating. Accessible tickets are available to purchase for every show.

Your accessible ticket will include entry instructions, parking details, and any other important information for your visit.

For general admission events with no allocated seating, please contact us directly regarding accessibility requirements so we can confirm arrangements and put the necessary provisions in place to support where possible.

If you have any questions regarding accessibility, please contact us at boxoffice@masquerades.co.uk or speak to a member of our Front of House team upon arrival to the show.

8. Data Protection, Privacy & GDPR

Masquerades Youth Theatre Group is committed to protecting your privacy and ensuring your personal data is handled securely and transparently.

What We Collect:
We collect the personal information you provide when creating an account or purchasing tickets, including your name, email address, and payment details.

How We Use Your Data:

To process ticket orders and payments
To deliver confirmation emails, digital tickets, and reminder notifications
To provide customer service or respond to enquiries
To maintain order history and prevent fraud

Data Sharing:
Your data is shared only with secure third-party providers (e.g. Stripe, Wix, and payment processors) necessary to process your booking. It will never be sold or shared with third parties for marketing purposes.

Data Storage:
Your data is stored securely within the UK or EEA and retained only for as long as required for legal, accounting, or operational purposes.

Your Rights:
You have the right to access, amend, or request deletion of your personal data at any time by contacting boxoffice@masquerades.co.uk.

We adhere to all applicable data protection laws, including the UK General Data Protection Regulation (GDPR) and the Data Protection Act.

9. Liability

Masquerades shall not be liable for any loss, damage, or injury sustained at any performance, except where caused by our negligence or that of our staff.

Customers are responsible for ensuring their tickets are stored securely and not shared publicly to prevent misuse or duplication.

10. Updates to These Terms

Masquerades reserves the right to update these Terms & Conditions at any time. Any changes will be posted on our website and take effect immediately upon publication.

By continuing to use Masquerades Box Office, you agree to the most current version of these Terms.