Terms & Conditions
The Theatre Management reserves the right to check that every member of the audience has a valid ticket.
The Theatre will charge an administration fee of £1.75 per transaction on all bookings made on online.
Tickets will not be refunded unless a performance is cancelled. We regret that tickets cannot be refunded due to adverse weather conditions if the performance still goes ahead. If a booking fee has been charged, this will not be returned.
Tickets may be exchanged for another performance for a nominal fee, however this must be arranged with the Box Office at least 7 days prior to the original performance date. Tickets purchased for performances in a season (summer, autumn, winter) must be exchanged within that season.
In the event of a variance in the ticket price when exchanging to a less expensive performance we are unable to refund the difference, unless the difference is more than £10.00 per ticket.
In the event of a customer exchanging to a more expensive performance, the customer will be liable to pay the difference but we will waive our nominal fee for exchanging tickets.
Returned tickets may be offered for resale with no guarantees as priority will be given to the Theatre’s own ticket sales. Customers are reminded that there is an administration charge on resold tickets.
The Theatre Management only accepts responsibility for tickets bought from one of its own managed sales points. Any queries regarding purchases from ticket agents must be directed back to the relevant agent.
The Theatre forbids the resale of a ticket for profit or commercial gain. Failure to comply will make the ticket void.
When booking by credit/debit card we remind customers to have the relevant card with them when they collect their tickets from the box office.
Concessions are only available when supported by proof of entitlement.
When receiving tickets by post we ask customers to check their tickets carefully to ensure they match with their requirements.
Discounts and special offers apply to full price tickets only and are not valid in the preview period or on Price Zone A (yellow) seats. Only one discount can be allocated per ticket. Any leaflet offer is also subject to a single transaction at redemption and not for multiple purchases on future transactions.
Special offers cannot be applied retrospectively to purchases.
Special offer tickets are subject to availability and can be withdrawn without notice.
HOW TO SAVE – OFFERS
For all offers, tickets must be booked at the same time. Multiple offers cannot be combined to purchase tickets. Offers are only valid on full priced tickets.
The use of cameras, audio or visual recording equipment within the Theatre is strictly prohibited. Mobile phones, pagers and digital watches must be silenced prior to entering the Auditorium.
In the interests of all audiences, babies and small children (under 4 years old) will not be admitted to performances except for specific children’s shows.
Smoking is strictly prohibited within the Theatre building.
The Theatre may refuse admission of the ticket holder to the premises or request the ticket holder to leave the premises if due reason or cause is given.
The Theatre reserves the right to make alterations to the advertised theatre programme or cast in the event of an illness or unavoidable cause, without prior notice.
The Theatre may have to cancel or abandon, in extreme circumstances, any performance without notice. For cancellations every effort will be made to contact customers to notify them in advance. For abandoned performances such as in the case of a power failure, no money will be refunded where more than half the performance/event has taken place.
The Theatre does not accept responsibility for any loss or damage to persons or property on or around the premises.
If you have a complaint about us, we want to hear about it and we will do our best to put it right. We aim to deal with complaints fairly, efficiently and effectively, and ensure that all complaints are handled in a consistent manner. Strict confidentiality and proper discretion will be maintained, as far as is possible, to safeguard all parties.
Who can complain?
Anyone we engage with. This includes audiences, participants, freelancers, consultants, contractors, volunteers, trainees, and other workers. If an employee wishes to make a complaint, they should instead follow the Company’s standard grievance process.
How to complain
Our aim is deal with any complaint as soon as possible. Many complaints can be resolved informally. In the first instance contact us and, if you feel able, speak to the member of staff (or team) with whom you have had contact or ask to speak to the relevant manager, who will try to resolve the matter.
If you make contact in person or by phone, please make a note of the name of the person you speak to. If a solution is offered at this point, make a note of this as well.
If you are not satisfied or do not wish an informal solution, you may pursue a formal complaint. Please put your complaint in writing and send it to:
Head of Customer Experience
Pitlochry Festival Theatre
Telephone: 01796 484 600
What Happens Next?
You will receive acknowledgement of your complaint within 10 working days, and you may be contacted to obtain any additional information that we may require to help us resolve the complaint.
You will receive a response to your complaint within 28 working days of its receipt. Any extension of this time limit requires your consent.
If as a result of your complaint, disciplinary proceedings are taken against a member of staff, an internal procedure will apply. You will be informed that disciplinary proceedings have taken place, but as these proceedings are confidential, you will only be informed of the outcome of your complaint outside of any disciplinary procedure.
If a criminal offence is alleged, then the police will be informed.
Can you take your complaint elsewhere?
You can contact the Office of the Scottish Charities Regulator (OSCR) for further information on making complaints about a charity. Their details are:
9 Riverside Drive
Telephone: 01382 220446