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1.1 “Contract” means the contract between us and you formed in accordance with Condition 2.2;

1.2 “we”, “us” and “our” means Wales Millennium Centre, a company limited by guarantee, registered in England and Wales with company number 3221924 and charity number 1060458 whose registered address is at Bute Place, Cardiff CF10 5AL;

1.3 “Ticket” means a ticket offered for sale by us for attending a performance of any kind at our venue and “Tickets” will be construed accordingly;

1.4 “Booking Fees” means those fees detailed on the "Booking Fees" section of our website, which are appropriate to your order for Tickets;

1.5 “you” and “your” means the person from whom we receive an order for Tickets.


2.1 All Tickets are sold subject to these Conditions and no other terms or conditions. Please read these Conditions carefully prior to making an order for Tickets.

2.2 If you are purchasing tickets other than Tickets (i.e. tickets for a performance at a venue other than ours), please note that we are simply acting as a sales agent for that venue and any sale of such tickets by us to you will be subject to that venue's terms and conditions (copies of which are available from that venue), and not these Conditions. We accept no liability to you as regards the performance, or otherwise in connection with the sale of such tickets.

2.3 A contract for the sale of Tickets by us to you on and subject to these Conditions is formed upon the acceptance by us of your order, whether your order is (a) made online (by the completion of the series of pages for booking Tickets set out on our website), (b) made in person at our ticket office located at our venue (the "Ticket Office") or (c) made via telephone to the Ticket Office. No acceptance of your order shall be deemed to have been made until we are in receipt of payment in accordance with Condition 4.5.

2.4 We reserve the right to place restrictions on the number of Tickets ordered.


3.1 Ticket prices and Ticket availability are advertised via a number of sources and are provided by us on the basis of information available to us. We are not obliged to conclude any Contract at the prices advertised and we reserve the right to introduce or cancel discounts and to make other price changes without notice. In particular, discounts and special offers may be limited or subject to availability. Accordingly, the price of Tickets for the performance will be the price set out on our website or notified to you (if you order by telephone or in person) at the time you make your order.

3.2 You must state any discount to which you think you are entitled at the time of ordering your Tickets, as discounts cannot be applied retrospectively. Concessionary rates vary according to performance, so please check with Ticket Office when booking if you have any queries. Proof of identity and/or entitlement to concessionary rates, including Hynt cards or Tempo Credits may be requested: (a) at the time of your order; and/or (b) at the time of collection of Tickets; and/or (c) at the performance itself. Please note that if proof of entitlement is not shown when asked, your ticket will be exchanged to a standard-rate ticket and you will need to pay the difference.


4.1 You will pay us the price of the Tickets ordered together with any applicable Booking Fees in relation to your order.

4.2 Subject to Condition 4.3, all Tickets and Booking Fees must be paid at the time of your order and Tickets cannot be reserved pending payment. 

4.3 If you have registered as a group booker, and your order was for ten (10) or more Tickets or you are in the process of joining our access scheme and we have permitted you to reserve those Tickets pending payment for a period of time, you must pay for such Tickets, in full and cleared funds before the deadline we have specified for payment. Any Tickets included in your order which have not been paid for in full and cleared funds by the specified deadline, or any Tickets which you have told us you no longer require, will be released by us for general sale following either: (a) the specified deadline; or (b) the date you notified us that such Tickets were no longer required (whichever is sooner).

4.4 Payments can be made as follows: (a) in cash at the Ticket Office, (b) by cheque for group bookings pursuant to Condition 4.3 at the Ticket Office (cheques must be made payable to Wales Millennium Centre), or (c) using the following credit and debit cards: Visa, MasterCard, MasterCard Debit, Visa Delta, Maestro and Electron.

4.5 Payment under this Condition 4 will not be deemed to have been made until the relevant sum has been received by us in full and in cleared funds.


5.1 We will not release any Tickets to you until we are in receipt of payment in accordance with Condition 4.5.

5.2 All Tickets purchased online will be e-tickets, which you receive within a few minutes. These can be added to your Apple Wallet or Google Wallet, printed at home or you can just show the order on your mobile phone. This service is free of charge.
For any tickets purchased via the Contact Centre, e-tickets will be the default delivery method, as this is the safest way to receive your ticket. This will mean less queueing and fewer bottlenecks at our front counter, there will be no ticket-handling between staff and customers and therefore increased personal hygiene and safety.

5.3 For those customers who do not have access to a device suitable for e-tickets, subject to Condition 5.5, we can post tickets out to a UK address at a charge of £2 per order, if the performance is ten (10) days or more after the date on which you pay for your Tickets. We will use second class standard post to do this, unless you indicate that you want us to send the Tickets by first class post or by recorded delivery and have paid the appropriate Booking Fees.
If the performance is within nine (9) days of the date on which you pay for your Tickets, they can be collected pre-show at a charge of £2 per order. You must present the debit/credit card used to pay for your Tickets and/or appropriate proof of identification.

5.4 Where we send Tickets to you by post, we will send such Tickets according to the address details provided by you for such purposes. We will not accept any liability or responsibility for Tickets or other documents sent to you which are mislaid or lost in the postal system. If a Ticket is lost, then we will reissue the same, but it will be held at our Ticket Office and must be collected in accordance with Condition 5.3.

5.5 We reserve the right to delay posting Tickets/issuing e-tickets, or require you to collect Tickets from the Ticket Office:

(a) in respect of certain performances where we reasonably consider that such performances create a heightened risk of Tickets being resold for profit or commercial gain; and

(b) if your order is for Tickets whereby proof of identity and/or entitlement to concessionary rates is required and may be requested in accordance with Condition 3.2.


6.1a We now offer refund protection for tickets via a 3rd Party provider, Booking Protect. To qualify for this, the refund protection must be added to your basket at the time of booking. Prices for refund protection are calculated dynamically and covers all products within your basket with a value of over £4.01. It cannot be added retrospectively. Claims for refunds must be made to Booking Protect directly.

6.1b If Booking Protect has not been added to your basket, we will not offer refunds, except in the event of a cancelled performance. Where a refund is offered, the refund shall be limited to the face value of the Ticket(s) only and will exclude any Fees that you may already have been charged.

6.2 Subject strictly to availability, we may permit you to exchange purchased Tickets up to 24 hours before the commencement of the performance for which such Tickets were purchased, for seats for another performance of the same production.

Tickets cannot be exchanged from one production to another – i.e. Hamilton to & Juliet, between BBC NOW concerts or between Cabaret productions, with the exception of Welsh National Opera productions. Tickets for WNO productions can be exchanged between productions within the same Season (i.e. the 3 productions within their Spring season) but not between seasons (i.e. Autumn to Spring season).

Where exchanges are for seats of a lower price, we will issue you with a WMC Credit Voucher for the same value as the difference in price. Exchanges for seats of a higher price must be accompanied by payment of the outstanding balance. There will be no fees for exchanges carried out online via the self-service tool in My Account. Exchanges carried out by Wales Millennium Centre staff will be subject to a £2.50 handling fee per ticket (max £10 charge per performance).

6.3 We reserve the right to remove the exchange option from individual performances without notice.

6.4 In exceptional circumstances we reserve the right to offer alternative seats to those specified on the Tickets.  In such cases we will try to ensure that such alternatives are of an equal or greater value to the seats specified on the Tickets. However, if in our reasonable opinion this is not possible and we relocate you to alternative seats of a lesser value than those specified on your Tickets then we will also issue you with a refund in respect of the difference, provided that you are able to produce your Tickets.  Any such refund will exclude Booking Fees that you have already been charged.


Tickets are sold subject to our right to alter or vary the advertised cast, programme and arrangements. For the avoidance of doubt, no refund will be made in the event of such an alteration or variation.


8.1 You must provide us with accurate details about you and your order at the time of your order, whether such order is made online, over the telephone or in person. Please check Tickets carefully as errors cannot always be corrected and refunds will not be made other than in accordance with these Conditions.

8.2 We try to ensure that our venue is a safe and happy environment for our customers to enjoy performances and for our staff to work. In order to help us achieve this, whilst attending our venue you will comply with any reasonable instructions issued by our staff.

8.3 You will: (a) not attempt to purchase any Tickets at a concessionary rate unless you are genuinely entitled to benefit from the relevant rate; (b) not record or transmit by any means any images, videos or sounds forming part of a performance; (c) not purchase Tickets for the purpose of reselling the same for profit or commercial gain; (d) not take glass, cameras and/or any recording equipment into a performance; (e) switch off all mobile telephones  and/or pagers and/or other electronic communication devices during the performance; and (f) not smoke in our venue.

8.4 Where you have purchased Tickets on behalf of other people, you are responsible for making such people aware of these terms and conditions and ensuring that they comply with the same.


9.1 We reserve the right to:

(a) conduct security searches to ensure the safety of our customers and staff;

(b) refuse you entry to and or to remove you from our venue or any performance in the following circumstances: (a) if you or any of your party behave in a way that will or may adversely impact upon the enjoyment of other people at our venue or any performance; (b) if in our opinion, you are acting unreasonably whether as a result of you being under the influence of alcohol or drugs or otherwise;

(c) if you fail to comply with a security search; (d) for health and safety or security reasons; (e) if you do not produce a valid Ticket for the performance upon request; or (f) if you fail to comply with, or if you are in breach of, any of these Conditions;

(c) refuse to sell Tickets to anyone we believe to be purchasing for the purposes of resale. Unless given express permission by us, Tickets must not be resold or transferred for profit or commercial gain. If you do so, we will render the relevant Tickets void and the holder of the Tickets may be refused entry.


10.1 Subject always to Conditions 10.2 and 10.3, if we fail to comply with these Conditions, we shall only be liable to you for the price of the Tickets and any direct losses that you suffer as a result of our failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are also a foreseeable consequence of such failure.  All other liabilities of ours, of any kind whatsoever, are excluded to the fullest extent permitted by law.

10.2 We will not be liable for any travel or accommodation expenses incurred in any circumstances, including in the event that a performance is cancelled.

10.3 Nothing in any of these Conditions excludes or limits our liability for:

(a) death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation;

(c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;

(d) any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.


11.1 All persons must be in possession of a valid Ticket to gain entry to the relevant performance. Proof of identity and/or entitlement to concessionary rates may be requested on entry.

11.2 We will endeavor to seat latecomers at a suitable break in the performance, as judged by our staff. However, please note that this may not be the first interval. In exceptional circumstances and depending on the performance, we may be unable to admit latecomers at all. Please therefore make every effort to attend performances in plenty of time.


12.1 Sales of Tickets which are intended to be used by children under the age of 16 are sold subject to our Infants and child Admittance Policy.

12.2 Children under the age of 16 must be accompanied by an adult (18+), parent or guardian and must each have a valid Ticket.

12.3 The ratio of children to adults in any party must not exceed 10:1. In the interests of all of our customers, our staff may ask the responsible adult to remove children who are noisy or disruptive.

12.4 Schools/groups should bring an adequate ratio of staff to students (we suggest no less than 1:10 depending on the age of the students. If the ratio is less than 1:10, the risk assessment will need to provided at the time of booking). Adult supervisors are responsible for ensuring that their students always behave in an appropriate and considerate manner.

12.5 You are advised to check age suitability for a performance before ordering Tickets as not all performances are suitable for children.

Infants' & Under 16s' Policy

Everyone under 16 years of age needs a valid ticket to see events in the theatres and must be accompanied by a parent or guardian.

People aged 2 - 15 are eligible for Under 16 ticket price reductions where available; under 2s (babes-in-arms) require a £2 baby ticket. Please check age suitability when booking (over the phone or on the relevant web page) as not all events are suitable for all age groups.


We, or third parties authorised by us, may carry out film and/or sound recording during, before or after a performance and/or in our venue from time to time. By purchasing Tickets from us you consent to you and any persons (including any children) who may accompany you, being included in such recordings and such recordings subsequently being used by us for any reasonable commercial purposes, including without limitation, for marketing and promotional purposes. We will not make any payment to you in respect of your inclusion in such recordings.


14.1 Subject to Condition 6.1, we will not be liable to you if we are unable to perform any of our obligations under the Contract by reason of any event or circumstances beyond our reasonable control including without limitation, acts of God (including fire, flood, earthquake, windstorm or other natural disaster); war or the threat of or preparation for war, armed conflict, imposition of sanctions, embargo, breaking off of diplomatic relations or similar actions, voluntary or mandatory compliance with any law, governmental order, rule, regulation or direction, fire, explosion or malicious or accidental damage, terrorist attack, civil war, civil commotion or riots, adverse weather conditions, nuclear, chemical or biological contamination or sonic boom, collapse of building structures, failure of computers or equipment; any labour dispute, including strikes, industrial action or lockouts, or interruption or failure of any utility service, including electric power, gas or water.


15.1 These Conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior arrangement, understanding or arrangement between us, whether oral or in writing.

15.2 We each acknowledge that, in entering into the Contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in negotiations between us prior to such Contract except as expressly stated in these Conditions.


16.1 We have the right to revise and amend these Conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.


Neither we nor you intend that any of these Conditions should be enforceable, by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise, by any person who is not a party to the Contract.


These Conditions and the Contract shall be governed by and construed in accordance with the laws of England and Wales.


If any of these Conditions (or part thereof) is held by any court or other competent authority to be invalid, void or unenforceable it shall be deleted and the remaining conditions shall continue in full force and effect and if necessary be amended so far as may be required to give effect to these conditions.

Booking Fees


Payments can be made in cash (if buying in person), cheque, (payable to Wales Millennium Centre), Gift Certificates, Credit Vouchers or the following credit and debit cards - Visa, MasterCard, MasterCard Debit, Visa Debit / Delta, Maestro and Electron. Tickets must be paid for at the time of booking. Tickets can only be reserved for group bookings of 10 or more or temporarily whilst we process your access application.

Booking Protect 

We now offer refund protection for your tickets. We recommend you include this option in order to get a full refund of the purchase price should you or anyone in the party be unable to attend due to;

  • Injury or illness happening to you, or a member of your immediate family.
  • Adverse weather including snow, frost, fog or storm where the Police or Government have issued travel warnings.
  • The mechanical breakdown, accident, fire or theft en route of a private vehicle taking you to the booked event.

The cost of the refund protection will be dynamically calculated depending on what is in your basket
and you will be given the option to add this to your basket total.

If you wish to take this up, just add it to your purchase.

Show ticket price range Booking Protect charge per ticket
£0.00 - £4.00 n/a
£4.01 - £9.99 £0.50
£10.00 - £19.99 £1.00
£20.00 - £29.99 £1.50
£30.00 - £39.99 £2.00
£40.00 - £49.99 £2.50
£50.00 - £59.99 £2.50
£60.00 - £99.99 £3.00
£100.00 - £159.99 £3.50
£160.00 - £199.99 £4.50