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.

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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.

 

Masquerades Youth Theatre Group reserves the right to update these Terms at any time. The version in effect at the time of your booking is the version that applies to your order. 

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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.

• Tickets must not be duplicated or forwarded to others for the purpose of gaining free entry. Masquerades reserves the right to refuse entry to any ticket that has already been validated.

 

In the event of a technical error where payment is processed but no booking confirmation is received, please contact boxoffice@masquerades.co.uk. Masquerades will investigate and issue a refund or confirm the booking as appropriate.

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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.

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

• You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

• 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. We aim to process deletion requests within 30 days in accordance with UK GDPR. Your personal data will be handled in accordance with Section 8.

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4. Ticket Transfer & Resale

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

 

To request an official ticket transfer, please email boxoffice@masquerades.co.uk with the following information:

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• The recipient's full name

• The recipient's email address (for ticket delivery)

• The seat number (if applicable)

 

Please ensure that payment has been received from the recipient before submitting your transfer request. Masquerades is not liable for any payments or disputes between private parties.

 

Transfer requests and all ticketing queries must be submitted at least 24 hours before the first performance of the relevant show. After this point, Masquerades cannot guarantee capacity to fulfil requests.

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5. Payments and Fees

All payments are securely processed via Stripe or Wix Payments. All prices are displayed and charged in GBP (£).

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• 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.

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6. Refunds, Cancellations & Event Changes

Cancellations

In the event of a full performance cancellation, ticket holders will be entitled to a refund of the base ticket price. Service and processing fees may not be refundable. Masquerades will notify all ticket holders via email as soon as possible, and through our official social media channels.

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Postponements & Changes

In the event of a postponement or significant change to a performance, Masquerades will communicate options to ticket holders and seek to resolve the matter fairly. Refunds or exchanges will be determined at the discretion of Masquerades Youth Theatre Group and communicated clearly at the time.

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Refunds in Extenuating Circumstances

Ticket purchases are non-refundable under normal circumstances. Refunds may be considered in extenuating circumstances, at the sole discretion of Masquerades Youth Theatre Group. Extenuating circumstances may include, but are not limited to, serious illness, bereavement, or other exceptional events beyond the customer's control. Supporting documentation may be requested.

 

Refund requests on the basis of extenuating circumstances must be submitted as soon as possible and no later than 24 hours before the relevant performance wherever practicable. Requests received after this point may not be considered.

 

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

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7. Event Terms & Audience Conduct

Masquerades Youth Theatre Group hires external venues to stage its productions. All audience members are expected to represent Masquerades in a positive and respectful light, and to conduct themselves in a manner befitting a shared community space.

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As our performances feature young performers and are attended by families and children, we ask all audience members to be mindful of those around them at all times.

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Behaviour & Conduct

• Masquerades reserves the right to refuse entry to, or remove from the venue, any person whose behaviour is considered disruptive, abusive, threatening, or otherwise inappropriate - with or without refund.

• Offensive, discriminatory, or aggressive language or behaviour will not be tolerated.

• Please ensure mobile phones are switched to silent before the performance begins. Calls must not be taken inside the auditorium.

• Food and drink policies are subject to the rules of the individual venue. Please follow any signage or instructions provided by Venue Front of House or Masquerades staff.

• Latecomers may be asked to wait until a suitable break in the performance before being seated, at the discretion of Venue Front of House or Masquerades staff.

 

Photography & Recording

Masquerades permits personal photography and video recording during performances for personal, non-commercial use, subject to the following conditions:

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• Flash photography is strictly prohibited at all times. Flash can be dangerous to performers, disruptive to the audience, and harmful to individuals with photosensitive conditions.

• Recording must not obstruct the view of other audience members. Please keep devices at seated level.

• Any footage or photography taken is for personal use only and must not be sold, broadcast, or distributed commercially.

• Masquerades retains the right to request that recording cease at any time if it is deemed disruptive to the performance or to other audience members.

 

Masquerades may conduct official photography and/or video recording of performances for promotional and archival purposes. Attendance at a performance implies consent to appear incidentally in such recordings.

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Content Advisories

All Masquerades productions are created and performed with care and professionalism. The following content advisories apply:

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• All productions: Performances may include flashing or strobe lighting effects, loud sounds or music, and the use of theatrical smoke or haze.

• Senior-only productions: Shows involving only our senior performers may explore mature or challenging themes appropriate to the age of the performers and the nature of the work.

• Adult Sketch Shows & adult-rated productions: These productions are intended for adult audiences and will contain strong language, adult themes, and mature content. Age restrictions will be clearly stated at the point of booking.

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8. 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.

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

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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. Masquerades will make every reasonable effort to accommodate accessibility requirements, subject to the capabilities and layout of the individual venue. We will always communicate clearly if a request cannot be fulfilled.

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

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9. Data Protection, Privacy & GDPR

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

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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.

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Lawful Basis for Processing:

We process your personal data on the lawful basis of contractural necessity (to fulfil your ticket order) and, where applicable, legitimate interests (to manage, operate, and promote our events).

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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 assist with fraud prevention

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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.

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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. Account data is retained until you request deletion.

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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.

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

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10. 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. To the fullest extent permitted by law, Masquerades' total liability to any customer shall not exceed the total value of the tickets purchased by that customer for the relevant event.

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Masquerades shall not be liable for any indirect, consequential, or economic losses arising from the cancellation or alteration of an event, including but not limited to loss of earnings or travel and accommodation costs.

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Force Majeure

Masquerades shall not be liable for any failure to deliver an event caused by circumstances beyond our reasonable control, including but not limited to acts of God, extreme weather, venue unavailability, fire, pandemic, or government restriction. In such cases, we will make every reasonable effort to reschedule and will communicate with ticket holders promptly.

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Customer Responsibility

Customers are responsible for ensuring their tickets are stored securely and not shared publicly to prevent misuse or duplication. Masquerades accepts no liability for tickets that are lost, stolen, or used fraudulently as a result of the customer's failure to keep them secure.

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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.

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By continuing to use Masquerades Box Office, you agree to the most current version of these Terms. The version in effect at the time of your booking governs your order.

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11. Contact Information

For any questions or issues related to bookings, accounts, accessibility, transfers, or these Terms, please contact us at:

📧 boxoffice@masquerades.co.uk
🌐 www.masqueradedramadance.com/box-office

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Last updated: May 2026