Terms & Conditions

• These terms and conditions apply to your order but do not affect your statutory rights as a consumer.
• BEAM, formally known as Hertford Theatre, is an arts & entertainment venue located at The Wash, Hertford, SG14 1PS which is owned, operated, and managed by East Hertfordshire District Council. For comprehensive information regarding our services, please refer to our website or consult our sales staff prior to placing your order. Our official website is beamhertford.com
• East Hertfordshire District Council is a local authority, and its official address is located at Wallfields, Pegs Lane, Hertford SG13 8EQ.
• Any modifications will be communicated to you in advance of making them.
• These terms and conditions are governed by English law and irrespective of your place of residence you may only bring a claim against us in the English Courts.

TERMS AND CONDITIONS APPLICABLE TO THE SALE OF ALL TICKETS

• A ticket provides the holder with the right to enter the venue on the date and time stated on that ticket for that specified event.
• BEAM is a strictly cashless venue, and we are unable to accept cash or cheque payments in any area of the venue. This includes at any ticketing kiosk, our bars, or any other monetised area in venue, such as merchandise stands. All monetised areas are equipped with card machines which can allow for contactless and chip and pin transactions.
• Tickets purchased in person on a kiosk can be printed or you can choose for E-Tickets to be emailed to your phone. Either is acceptable.
• If you lose your printed tickets, we are unable to replace them. The venue takes no responsibility for any lost, stolen or damaged tickets.
• You must be able to produce a valid ticket to enter any auditorium space or ticketed area at BEAM.
• It is your responsibility to guarantee that the date and time of your ticket corresponds to the date and time of the show you intend to attend.
• Reselling tickets (or touting) is strictly prohibited, and tickets sold through a non-authorised ticketing agent or sold for a profit will not be valid.
• BEAM reserves the right to refuse entry to anyone who does not have a valid ticket, including those which appear to be counterfeit or which have been altered and/or defaced. Whilst every effort is taken by the venue to stop ticket scams, we take no responsibility for fraudulent ticket purchases outside of our control and cannot be held liable for any successful scam attempts.
• Tickets may not be used as prizes in competitions without our prior written consent.
• Complimentary tickets will be provided to Essential Companions for standard ticket holders who require additional assistance in our venue and this policy is only for customers with permanent and/or long-term access requirements; it is not for people with temporary impairments. Relevant documentation may be requested upon arrival.
• BEAM tickets will be available on our website from the What’s On section and are subject to availability. We do not process bookings over the phone.
• Any ticket which is a ‘hospitality package’ or ‘VIP experience’ that includes an alcoholic beverage as part of the ticket price is only valid for customers 18 years of age or older. If the ticket holder appears to be younger than 25 years of age, they may be asked to present a valid photo ID.
• Any tickets held on reserve must be paid for by the date specified in the order details. Any tickets not paid for by the written date on the reservation will be released for general sale and will no longer be attributed to the original customer.
• We reserve the right to make alterations to content, material, and/or people(s) involved in a production or event.

• Every member of the audience, regardless of age, must be in possession of a valid ticket in order to gain entry to a ticketed area, including Stage One, Stage Two, Screen One, Screen Two and Screen Three, or any other area which may be ticketed.
• No persons under the age of 16 are allowed to enter the venue without the direct supervision of a parent or legal guardian.
• The venue takes no responsibility, beyond our reasonable control, to protect or oversee young people between the age of 16-18. It is the parent or legal guardian’s responsibility to protect the young person’s safety if unsupervised.
• BEAM reserves the right to refuse entry to the venue and/or remove any member of the public who is:
  • Behaving in an anti-social or a threatening manner;
  • Carrying any prohibited items;
  • Under the influence of drugs or alcohol (or appear to be);
  • Under the minimum age of entry or failed to produce valid ID to prove their age;
  • Using an invalid or counterfeit ticket; or
  • failing to comply with these terms and conditions.
• No refunds or credit will be provided to customers who have been refused entry or asked to leave the venue.
• Unless otherwise stated, your ticket is only valid for the specified event you have selected, and the specified date and time you have purchased. Tickets are only valid for use one time and do not have recurring validity.
• E-Tickets will be sent to the email address you provided while checking out, and you will need to bring these to BEAM to access the performance you have selected. All tickets are also accessible via the account log-in page on BEAM’s website.
• You are responsible for updating the venue if your contact details change from time of purchase.
• Tickets can be presented as E-Tickets or printouts only and we ask that you ensure that all ticket information is clearly displayed.
• It is the customer’s responsibility to check the suitability of a performance for any children in their party regardless of any official age recommendation guidance.
• Only refreshments purchased on our premises are allowed to be consumed on-site and we request that you respect performers and other patrons when consuming refreshments during an event. Non-compliance may result in removal.
• When purchasing alcohol at a bar in BEAM, if you appear to be under the age of 25 you may be asked for valid identification that you are aged 18 or over.
• We reserve the right to refuse alcohol purchases at any point.
• Latecomers may be admitted to the auditoria at a suitable break in performance, but this cannot be guaranteed.
• Photography, video and sound recording in the auditoria is strictly prohibited.
• Vaping and smoking is strictly prohibited in the venue, and directly outside the venue.
• The event promoter may film or take photographs of performances. By attending the event the ticket holder is consenting to being filmed or photographed and to their image being used in footage or photographs relating to the event. Details on this will be signposted at the venue.
• It is your responsibility to inform the Front of House Manager of any seating issues, such as a broken chair, when you first encounter that issue.
• No animals are permitted at the venue with the exception of assistance dogs. BEAM reserves the right to turn away dogs who do not comply with Assistance Dogs UK guidelines surrounding assistance dogs. Therapy dogs or animals are not permitted at the venue.

• The following items are strictly prohibited in the venue:
  • Open bottles of drink/liquid
  • Food purchased off-site, other than baby food or food required for medical purposes
  • Professional camera equipment
  • Vape pens
  • Lasers
  • Flares/smoke bombs
  • Drones
  • Gas canisters
  • Any sharp or pointed objects
  • Illegal substances
  • Any other items which we consider to be unsafe or pose a risk to public safety and/or security
• Drones, and any other unmanned aerial, cannot be flown within or in close proximity to the venue.
• Abuse of any kind towards staff or other members of the public will not be tolerated and will be reported to the police.
• By purchasing a ticket, you acknowledge that CCTV cameras will be in operation across the venue for public and staff safety.
• In the event of an emergency, all ticket holders and non-ticket holders in the venue must follow the direct instructions from staff.
• Standing or climbing on furniture is strictly prohibited.

• Where a ticket is purchased on the BEAM website or at a BEAM Kiosk, these refund terms will apply in their entirety.
• All ticket sales are final. Tickets are non-refundable and non-exchangeable after purchase. This includes any ticket type, including a ‘VIP’ or ‘special ticket’, any promotional items or ‘add-ons’, and any gift voucher purchases.
• Ticket/seat change requests are at the discretion of the Ticketing Manager only.
• Any refund made to a customer will be made to the ticket holder’s account and paid back to the same card from where the transaction was made.
• In the unlikely event we cancel a performance, we will inform all ticket holders with as much notice as possible and offer you the choice of one of the following:
  • Tickets to an alternative performance of the same production, subject to availability.
  • Credit to the value of the tickets purchased to be used as the ticket holder wishes on a future show at BEAM.
  • A full refund.
• Any credit notes given to a customer from the venue will expire 3 years after being provided.

TERMS AND CONDITIONS APPLICABLE TO THE SALE OF GIFT VOUCHERS

• Gift vouchers will expire 12 months from the date of purchase. Expired credit will not be returned.
• Gift voucher credit can only be used on tickets at BEAM Stage or Screens.
• Gift voucher credit cannot be used in any other setting other than ticketing.
• For gift vouchers purchased online you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including delivery costs (if applicable), within 14 days of purchase. This right only applies to consumers. This right does not apply to the purchase of tickets (please see “Refunds and Exchanges” in Part A of these terms and conditions).
• You cannot change your mind about a gift voucher purchase if you have already used the credit on the voucher. Used credit will not be refunded.
• If you change your mind about a gift voucher purchase, you must let us know no later than 14 days after the date we deliver your gift voucher (by post, email or otherwise).
• To let us know you want to change your mind, contact us by emailing box.office@hertfordtheatre.com or fill in the online form HERE or print-out the cancellation form HERE and either email it to us or post it to us at BEAM, The Wash, Hertford, SG14 1PS. You will need to provide the order number and/or voucher number given to you at the time of purchase which can be found in your order confirmation email.
• We only refund standard delivery costs and do not refund any extra you have paid for express delivery or delivery at a particular time.
• If you have been given a gift voucher in the form of a card, you will be required to return it to us within 14 days of telling us you have changed your mind, if we ask you to. You will be responsible for the cost of return.
• We will refund you as soon as possible and within 14 days of you telling us you have changed your mind. If we have asked you to return the gift voucher, we will refund you within 14 days of receiving it from you (or receiving evidence you have sent it to us). We will refund you by the method used for payment. We do not charge a fee for the refund.
• Other than as set out above, we are unable to exchange or refund a gift voucher after purchase. The cancellation rights do not apply to non-consumer purchases.
• Active credit or vouchers provided prior to BEAM opening must be redeemed by 31 March 2025. When redeeming, if the value of your transaction is less than the credited amount, no change will be given. Contact ticketing@beamhertford.co.uk if you have any queries.

ADDITIONAL TERMS AND CONDITIONS APPLICABLE TO ALL ORDERS (TICKETS AND GIFT VOUCHERS)

• You are responsible for any travel and accommodation arrangements to the venue, and we are not responsible for any expenses spent where a show is cancelled or postponed.
• We are not responsible for any losses you suffer where the loss is:
  • It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
  • Caused by a delaying event outside of our control. There is a delay caused by an event outside of our reasonable control.
  • Not our fault. It was not caused by us breaking this contract.
  • Something you could have avoided by taking reasonable action, including following any reasonable instructions we may give you.
  • A business loss. Any loss you suffer in connection with your trade, business, craft or profession. This includes any loss of profit, loss of business, business interruption or loss of business opportunity.
• Nothing in these terms and conditions seeks to exclude or limit our liability for death or personal injury caused by our negligence, fraud or any other type of liability which cannot by law be excluded or limited.
• BEAM will not be responsible for the loss or damage of any personal property whilst at the venue unless it is caused by us breaking this contract or our negligence.

• Post-sale enquiries or post-event enquiries should be made by completing our feedback form HERE or by emailing box.office@hertfordtheatre.com
• Any complaints made to BEAM will have an initial response within 48 business hours, and the complaint will be responded to in full within 10 business days.
• BEAM does not have a public phone number.

• BEAM uses overt CCTV cameras throughout the venue, and by entering BEAM you consent to your image being recorded.
• Images are kept for 30 days and are then removed automatically.
• To have your image destroyed before the 30^th day, you must write to data.protection@eastherts.gov.uk
• Some personal data may need to be retained where this is required by law.