About > Box Office Terms and Conditions
Address: The Apex, Box Office, 1 Charter Square, Bury St Edmunds, Suffolk, IP33 3FD
Telephone: 01284 758000
Box Office Opening Hours
10.00 am to 5.00 pm Monday to Saturday inclusive
Methods of Booking and Payment
Tickets may be purchased by using one of the following methods of payment: cash, cheque, VISA credit and debit cards, MasterCard, Maestro Domestic, Electron, JCB, Solo and Laser cards.
We do not accept Maestro International, Amex or Diners cards
You will not be required to pay a booking fee if you purchase your tickets online by clicking on the online booking icon on our website. Tickets may be collected from the Box Office at any time during Box Office opening hours. Seated tickets may be posted to you for a charge of 50p per transaction if they are booked one week prior to the event. Unreserved or standing tickets cannot be reissued under any circumstances so if you require them to be sent to you by post they will be sent by recorded delivery for an additional charge of £1.50 per transaction.
You will be required to pay a booking fee of £1.00 per transaction if you purchase your tickets by phone and pay by credit or debit card. Tickets may be collected from the Box Office at any time during Box Office opening hours. Seated tickets may be posted to you for a charge of 50p per ticket if they are booked one week prior to the event. Unreserved or standing tickets cannot be reissued under any circumstances so if you require them to be sent to you by post they will be sent by recorded delivery for a charge of £1.50 per transaction.
You will be required to pay a booking fee of £1.00 per transaction if you purchase your tickets in person and pay by credit or debit card. No booking fee is payable if you pay by cash or cheque.
You will not be required to pay a booking fee if you purchase your tickets by post. The following information will be required from you:
1. Your name, address, postcode, daytime telephone number and email address (if any)
2. The title of the event, date of performance, type of ticket and number of tickets required
3. Details of any concessions or discounts available to you
4. Payment by cheque payable to St Edmundsbury Borough Council
Tickets may be collected from the Box Office at any time during Box Office opening hours. Seated tickets may be posted to you for a charge of 50p per transaction if they are booked one week prior to the event. Unreserved or standing tickets cannot be reissued under any circumstances. If you require unreserved or standing tickets to be sent to you by post they can be sent by recorded delivery for a charge of £1.50 per transaction on you request or by regular post at your own risk at a charge of 50p per transaction..
Concessions and Discounts
Concessions or discounts are available for some event performances. Please call the Box Office for details on individual performances or use the drop down list when purchasing your tickets via our website. Where applicable concessions will be available for children 16yrs and under or still in fulltime or those still in fulltime education, full-time students, senior citizens over 60 and in retirement, all persons registered disabled and those in receipt of Job Seekers Allowance and discounts are available for group bookings at a reduction of £2 off the full paying adult ticket price. Tickets for full-time students and for persons in receipt of Jobseekers Allowance will be retained at the Box Office and issued upon proof of right to concession.
To make a group booking please call our Box Office or email us at email@example.com
Disability Aids and Access
The Apex accommodates up to five wheelchairs per performance in the stalls. Where space for a wheelchair is required it is essential it is booked via our Box Office
A request to book a space for your wheelchair and a companion seat must be made clear at the time of booking as seating may be limited. Companion seats available beside wheelchair spaces will be released once all other seats have sold out.
As a wheelchair user you are entitled to bring a carer or friend to accompany you on your visit at half the cost of a full paying adult ticket price where concessions are available.
Once inside the Apex there are lifts to all floors. For those using mobility aids there are toilet facilities on the first floor level, and wide walkways for wheelchair users.
Those with an ambulant disability may be seated in the upper balcony floor though patrons must be able to evacuate of their own accord for Health and Safety reasons as emergency exits are only available via the stairs.
There are four parking spaces for blue badge holders located outside the basement entrance to the apex. These are allocated on a first come first served basis.
Our infra red audio system with stethoscope headsets for those with hearing difficulties provides cover for the auditorium. If you require the use of a stethoscope headset this must be made clear at the time of booking. Headsets will be available on a first come first served basis unless they have been booked in advance.
Assistant dogs are welcome in all parts of the Apex. When making your booking please advise the Box Office so we can make your visit as enjoyable as possible.
Terms and Conditions
By purchasing your ticket and your payment being accepted a legally binding contract between St Edmundsbury Borough Council and you is created. This contract shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes.
These terms and conditions shall apply to all methods of booking and payment.
By purchasing your ticket you warrant that all details you provide to us are correct, that you are authorised to use your chosen method of payment and that you have sufficient funds to cover the cost of the ticket(s).
All tickets are subject to availability.
Every member of the audience must be in possession of a valid ticket. Altered or defaced tickets will not be valid.
The Apex reserves the right to provide alternative seats to those specified on the ticket.
Strict age restrictions apply to some events. Please check with Box Office in advance.
Management staff at the Apex are authorised to refuse you admission to the Apex and reserve the right to do so if in their absolute judgement your conduct is such that it is likely to disrupt or disturb other persons attending the Apex. We also reserve the right to terminate your permission to remain in the Apex and remove you from the Apex in similar circumstances.
We may on occasion have to conduct security searches to ensure the safety of customers.
The Apex accepts no responsibility for lost or stolen property.
No refunds will be offered to you if you are refused entry or removed from the apex in such circumstances as are detailed herein.
Latecomers will only be admitted into the Apex at a suitable break in the performance and at the discretion of the Apex management.
Only food and drink purchased at the Apex may be consumed in the apex.
No cameras or video or audio recording equipment are permitted at the Apex without the express permission of the event promoter and the Apex management staff. The making of recordings and photography without such express permission, with or without flash, is strictly forbidden.
Please check your tickets as mistakes cannot always be rectified.
Tickets for events promoted by the Apex are non refundable. If you are unable to attend an event promoted by the Apex, tickets may be returned to the Box Office up to one week prior to the date of the event and your Apex account (which is created at the time of booking) will be credited with the value of the ticket less a £1 administration fee. Your Apex account may be used to purchase tickets for a future event at the Apex.
Tickets for events promoted by a third party are non refundable and will not be credited to your apex account. Please visit promoter's website for terms & conditions, (Apex terms & conditions do not apply). If you cannot use tickets already paid for we may re-sell your tickets or exchange them for another performance of the same event. To exchange or re-sell tickets the originals must be returned to the Box Office at least 24 hours before the performance for which the tickets have been purchased. This service is subject to a handling charge of £1.00 per ticket and is solely at the discretion of the Box Office Manager. We reserve the right not to accept tickets for re-sale or exchange.
Tickets purchased through an agent representing the apex must be exchanged with the agent and not with the Apex and are sold subject to the agent's own terms and conditions.
The Apex is not liable for any tickets that are lost or stolen. Standing tickets will not be duplicated under any circumstances.
Due to health and Safety the Apex operates a policy of no standing in the balconies.
We reserve the right to alter or vary the performance due to events or circumstances beyond our control without being obliged to refund monies or exchange tickets. This does not affect your statutory rights. However we will do our best to exchange tickets for an alternative performance of the same event where possible.
Ticket fees (less booking and postage fees) may be refunded when the performance for which the tickets have been purchased is postponed or cancelled. If you have purchased the tickets via a credit or debit card, the said card will be credited accordingly. For cash and cheque transactions your money will be returned to you in the form of a cheque.
For all reservations apart from group bookings we will hold your tickets for 3 days after the reservation has been made. If after the 3 day period no payment has been received for the tickets they will automatically be released for sale. If the reservation is made less than 3 days before the performance, tickets will be held until 45 minutes before the performance starts.
For group bookings of 8 or more we will hold your tickets for two weeks after the reservation has been made. If after the two week period no payment has been received for the tickets they will automatically be released for sale. If the reservation is made less than two weeks before the performance then tickets will be held for 3 days.
No group bookings will be held for payment on the door.
To make a group booking please call our Box Office on 01284 758000 or you can email us firstname.lastname@example.org
The Apex gift vouchers are available for any denomination you wish when purchased directly through the box office
The gift vouchers can be redeemed exclusively at The Apex box office against ticket purchases only but can not currently be redeemed on line.
Please treat your vouchers as if they are cash as they cannot be replaced if lost or stolen.
Vouchers may only be redeemed for ticket purchases at The Apex box office (cannot currently be redeemed online).
On redemption, change will be given in vouchers.
Vouchers cannot be replaced if lost or stolen.
Vouchers cannot be refunded for cash
The Apex reserves the right to refuse to accept a voucher which it deems to have been tampered with, damaged, is suspect to be fraudulent or if the perforated tear-off stub has been removed
The Apex reserves the right to change any of these terms without notice & to take appropriate action including cancellation of the voucher.
Any complaints regarding the view from the seats should be made to the Duty Manager prior to the performance and any complaints about the show should be made to the Duty Manager promptly during the performance.
We reserve the right for ourselves and/or third parties to carry out general filming and sound recording in or around the building. Purchase of a ticket signifies your consent to be photographed or sound recorded and to the commercial exploitation of such film or recording without any right to payment. If you object to being photographed or recorded you must advise the Duty Manager before the performance begins.
Whilst every effort is made to ensure that all promotional information supplied is accurate, you are advised to take appropriate precautions to verify such information. We expressly disclaim all liability for any direct, indirect or consequential loss or damage occasioned by your reliance on any statements, information or advice contained in our promotional information whether in print, on the website or any other promotional material generated by us.