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Terms and conditions
Last updated May 29th 2024

These terms govern the sale of tickets, gift vouchers, entry, merchandise, private hire and pre-ordered food, beverages and merchandise at Rhythm&Ruse London.

All Tickets are sold subject to availability and to these terms and conditions. You should read the terms before you complete your purchase, as purchasing a Ticket constitutes acceptance of these terms and conditions. To assist in ensuring your safety, CCTV is in operation throughout the Venue.

Rhythm&Ruse London Ltd reserves the right to refuse entry or remove any Guest from the Venue for any reason, without a refund or the opportunity for re admittance. We operate a zero tolerance policy on harassment. Guests must not, under any circumstances, touch or talk to any of the staff or performer in an inappropriate manner. Management reserves absolute discretion to decide on what is 'inappropriate'.

If you have access needs that were not shared at the time of booking, please let our team know by emailing access@rhythmandruse.com. We will do everything in our power to accommodate access needs, but do require advance notice.

Rhythm&Ruse

1. Definitions

1.1 'E-ticket' means the delivery method by which QR code ticket links are emailed to the Guest.

1.2 'Experience' means any entertainment or performance occurring at the Venue in respect of which tickets are sold.

1.3 'Guest' includes both the person who purchased, or plans to purchase, Tickets, a gift voucher, merchandise, and pre-ordered food and beverage, as well as those within their party who are attending the Experience, each of whom must possess a valid Ticket.

1.4 'Producer' means the entity which is staging or producing the Event, which may be different to the Venue.

1.5 'Ticket' means any item, tangible or intangible, which confers the right to attend the Experience.

1.6 'Venue' means any location where the Experience occurs.

2. Tickets and Admittance

2.1 A valid Ticket must be produced by each Guest to gain entrance to any Experience. The Ticket must be retained by the Guest whilst in the Venue and be made available for inspection if requested by the Producer or the Venue or their staff. Failure to produce a valid Ticket may result in a Guest being removed from the Venue.

2.2 It is the Guest's responsibility to contact the Producer if Tickets are lost, stolen, destroyed or damaged. Replacement Tickets may be issued at the discretion of the Producer for certain Experiences, but it is not possible to issue replacement Tickets for all Experiences e.g. where there is a possibility that the licensed capacity of the Venue may be compromised. Additional security steps may be required if duplicates are to be issued.

2.3 It is the Guest's responsibility to check all the details on their Tickets. Rhythm&Ruse will make reasonable endeavours to correct mistakes if brought to the attention of the Box Office team prior to the Experience for which the Ticket is valid. However, it may not always be possible to correct mistakes.

2.4 In certain circumstances, an Experience may need to be cancelled. The Producer will endeavour to contact all Guests in this event. However, please note that it is the Guest's responsibility to ascertain whether an Experience has been cancelled or rescheduled. In the event of a cancellation, neither the Producer or the Venue will be responsible for costs for accommodation, travel or subsistence.

3. Conditions of Admission

3.1 Rhythm&Ruse reserves the right to refuse admission to a Guest, or to eject them from the Venue at any point, if in the Producer or the Venue's reasonable opinion the customer: is acting in a threatening or aggressive manner; uses threatening, abusive or insulting language (including, but not limited to, racist, ableist, homophobic or transphobic language); appears to be under the influence of alcohol and/or drugs; may be a risk to the safety of the Experience or Venue staff, performers or other visitors; may detract from the enjoyment of other Guests; fails, when required, to produce proof of identity, age or entitlement to a third party Ticket; fails to comply with instructions given by the Experience or Venue staff; or is found to be in breach of these terms and conditions or statutory law. No refunds will be given to Guests who are refused entry or ejected due to their behaviour as suggested in, but not limited to, the examples shown above.

3.2 The Experience will endeavour to admit latecomers at the first suitable opportunity, which may be at an alternate time or date. For some Experiences late admission cannot be guaranteed, and no refunds will be payable.

3.3 The Experience reserves the right to refuse readmission to the Experience. If Guests wish to re-enter the Experience, they must check with the Experience staff before they exit.

3.4 The Experience, the Producer and the Venue reserve the right to conduct security searches and confiscate any item which, in the reasonable opinion of their staff, may cause danger or disruption to the Experience or other Guests, or which the performers or their representatives have specifically requested are prohibited.

3.5 Stroboscopic lighting may be used during the Experience. Guests with known medical conditions who may be susceptible to such lighting effects are recommended to seek further advice.

3.6 The Experience operates a strict 18+ policy, and any Guest who appears under 25 may be required to present ID to enter the Experience. Failure to produce ID may result in the Guest being denied entry. Their Ticket will be non-refundable.

3.7 Pets or animals of any nature are expressly prohibited in the Experience (except for assistance dogs). Guests attending the Experience with an assistance dog are advised to contact our access team ahead of their ticket date by emailing access@rhythmandruse.com.

3.8 Smoking and vaping is strictly prohibited in the Venue.

3.9 Where the Venue is The Vaults Theatre, entry is additional subject to their terms and conditions.

4. Ticket cancellations, exchanges and refunds

4.1 Tickets cannot be refunded after purchase unless the Experience is cancelled or rescheduled. The Producer will permit Guests to exchange tickets for the main Rhythm&Ruse show to any other available performance as long as the request is made at least 72 hours before the originally scheduled performance, and subject always to the payment of a £10 per ticket exchange fee. Other than this, tickets cannot be exchanged after purchase unless the Experience is cancelled or rescheduled.

4.2 Refunds shall only be made to the Guest who purchased the Tickets and, where possible, by the same method used to purchase the Tickets. When it is not possible to refund via the same payment method the Producer reserves the right to request additional identification or documentation to ensure the money is returned to the correct Guest.

4.3 In the case of a cancelled Experience, Guests will be refunded the face value of the Tickets and any associated booking fees they have paid.

4.4 Ticket Protection (where offered) purchased at the time of booking is non-refundable in any circumstances.

4.5 In the case of a postponed or rescheduled Experience Guests will be offered alternate Tickets of the same value for the new date or time, subject to availability. Where it is not possible to offer Tickets of the same value then alternate Tickets may be offered. Should the Guest not wish to accept these Tickets then a refund can be obtained for the face value of the Tickets and any associated booking fees. To claim a refund the Tickets must be returned to the Producer prior to the rescheduled date. The Producer cannot be held responsible for Tickets which have been lost in transit, so Guests are recommended to use a secure form of delivery, the cost of which is non-refundable.

4.6 For operational reasons, the Producer may in rare and unforeseen circumstances be required to revoke the Guest's Tickets and offer alternate Tickets for the same date and time of Experience and within the same price band. In these circumstances, the Tickets remain ineligible for exchange or refund.

4.7 The Producer reserves the right to cancel Tickets which they reasonably suspect to believe have been booked fraudulently, which exceed any advertised limits on the quantity that a person or household can buy, or which they suspect to have been resold, or attempted to be resold, for financial gain. Any applicable restrictions on the quantity of Tickets that can be purchased will be made clear at the time of booking.

4.8 At the Producer's discretion, a waiting list may be kept for sold out Experiences to assist Guests who can no longer attend. The Producer may charge an administration fee for facilitating the transfer of Tickets from one Guest to another.

5. Ticket Prices

5.1 Ticket prices are subject to change. The Producer reserves the right to change the prices of Tickets and/or introduce discounts or special offers which cannot be applied to Tickets already purchased.

5.2 All discounts and special offers are offered subject to availability and therefore Tickets may not be always available at all advertised prices.

5.3 Concession or discounted Ticket prices must be applied for at the time of purchase and cannot be applied to Tickets already purchased. Proof of entitlement for a concession, discount or essential companion Ticket may be requested from the Guest at the time of booking and/or when they attend the Experience. Failure to produce reasonable proof of entitlement to a concession, discount or essential companion Ticket may invalidate the Ticket and result in refusal of admittance or ejection from the Experience without refund.

5.4 Concessions and discounts are offered individually and cannot be used in conjunction with one another. If a Guest is eligible for multiple concessionary or discounted rates then they will receive the cheapest singularly discounted price, not a cumulatively reduced price.

5.5 Purchases of Tickets on the Rhythm&Ruse website may be subject to a booking fee of up to 5%.

6. Delivery

6.1 If Guests have chosen to receive their Tickets by post or by E-ticket then it is their responsibility to inform the Producer if the Tickets have not been received prior to the advertised start time of the Experience. Where the Producer is not notified of non-receipt of Tickets prior to the commencement of the Experience, the Producer will endeavour to supply duplicate tickets upon proof of purchase and suitable identification; however duplicate Tickets will not be guaranteed, and no refund will be offered.

6.2 For security, Tickets will not be available to post.

6.3 The Producer reserves the right to make Tickets available for collection by the Guest at the Box Office. If this becomes necessary, the Producer will make all reasonable endeavours to notify the Guest of any changes in advance of the Experience.

6.4 When Tickets are being collected at the Box Office, the Guest may be required to present the card used to purchase the Tickets as identification. If this is not possible, they must contact the Box Office prior to the day of the Experience.

7. Prohibitions and Visitor Consent

7.1 The unauthorised resale, or attempted resale, of a Ticket is prohibited. The Producer reserves the right to cancel Tickets which it reasonably suspects are being offered for unauthorised resale. Guests who are unsure if a seller is an authorised agent should contact the Producer's Box Office team for clarification. The Producer accepts no responsibility for the validity of Tickets purchased from unauthorised agents.

7.2 Unless prior written consent is obtained from the Producer, Tickets may not be combined with hospitality, travel, accommodation, merchandise and/or any other product or service to create a Ticket package to sell for commercial gain.

7.3 The use of equipment to record or transmit audio and/or visual material inside the Venue is strictly prohibited unless otherwise stated by the Experience. Unauthorised recordings, tapes, films, or similar items may be confiscated and destroyed. Any recording made in breach of these conditions shall belong to the Producer. The Experience and the Venue will not be liable for the loss, theft, or damage to confiscated items.

7.4 By attending the Experience, Guests give their consent to filming, photography and sound recording of themselves as members of the audience. The Experience, Producer and/or Venue will own the copyright of such material and may use such films/photographs/recordings for any purpose, including commercial purposes, without payment or further notification.

7.5 Mobile telephones, messaging equipment and all similar personal electronic equipment must be switched off during the Experience unless otherwise instructed. Guests who do not comply and disrupt the enjoyment of the Experience for other Guests may be ejected from the Experience without refund.

7.6 Only food and drink purchased on the premises may be consumed within the Venue unless items are required on proven medical grounds. Guests who do not comply may be ejected from the Experience without refund.

7.7 The smoking of cigarettes and use of electronic cigarettes is prohibited throughout the Venue. Guests who do not comply may be ejected from the Experience without refund.

7.8 Where a Guest has pre-purchased alcoholic drinks and looks under the age of 25 when the alcoholic drinks are redeemed, they may be asked to present a valid ID, such as a driving license or passport to prove they're 18 years and over. It is an offence for under 18s to attempt to purchase alcohol and you may be fined up to £1,000.

7.9 Where a Guest has purchased a ticket that includes an open bar or 'Limitless Libations', they are advised that the service of alcohol will still be subject to limits for the safety of the Guest and staff of the Experience and the Venue. Guests may be asked to limit their selection to our non-alcoholic beverages at any time. We will not serve Guests alcohol if they appear to be visibly intoxicated, or if their behaviour is disrupting the experience of other Guests. Where a Guest is exhibiting disruptive behaviour due to intoxication, they may be ejected from the Experience without refund. The decision of staff is final.

8. Gift Vouchers and Gift Cards

8.1 Gift vouchers and gift cards can be redeemed in full or in part to purchase Tickets for participating Experiences by email via the Producer's Box Office.

8.2 Gift vouchers and gift cards can be redeemed in full or in part to purchase items within the on-site merchandise stand, concessions stand or bar.

8.3 Gift vouchers and gift cards expire 12 months after the purchase date or the date they were last topped up. Expired vouchers cannot be redeemed or refunded. The expiry date can be found on the card registration website.

8.4 Gift vouchers cannot be exchanged for cash. No change or cash refunds will be given.

8.5 Gift vouchers cannot be used to purchase tickets through our online ticket purchasing flows.

9. Merchandise and Food & Beverage

9.1 All orders are subject to acceptance and product availability. If a product you have ordered is unavailable for any reason you will not be charged for the goods and any money already debited from your account will be refunded. We will not be liable for disappointment or other losses suffered due to product unavailability.

9.2 Whilst every effort is made to ensure the accuracy of the prices maintained, we expressly reserve the right to amend the price having regard to any increase in our suppliers’ prices, the imposition of new taxes or duties, or if due to an error or omission the price published for the goods is wrong.

9.3 You may elect to obtain a refund if the goods:

  1. Arrive in a damaged or faulty condition, or
  2. Do not comply with the description of the goods you ordered, or
  3. The item is out of stock upon arrival at the Venue

9.4 You also have the right to cancel the contract and receive a refund even if none of the reasons listed above applies; this does not apply if the goods have been personalised to your specification.

9.5 We retain ownership of the goods until we have received payment from you in full. All credit and charge card holders are subject to validation checks and authorisation from the card issuer. If we do not receive authorisation, we will not deliver your goods and will not be liable to you for delay or non-delivery.

9.6 Any ‘extras’ or additional sales purchased as part of your booking must be used on the day of your visit and are non-refundable, except under exceptional circumstances

10. Liability

10.1 The Venue, Experience and Producer will not be responsible for any injury or loss, theft or damage of Customer’s personal belongings, other than that caused as a result of negligence or other breach of statutory duty by the Experience’s personnel - even where belongings are stored in the cloakroom.

10.2 Some of the services which make up your visit are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions. Some of these terms and conditions may limit or exclude the supplier’s liability to you. Copies of the relevant parts of these terms and conditions are available on request from the supplier concerned.

10.3 Personal arrangements, including but not limited to, travel, accommodation and subsistence relating to the Experience are made entirely at the Guest's own risk and the Venue, Experience and Producer shall not be liable for any losses incurred from these arrangements.

10.4 Nothing in these terms and conditions seeks to exclude any liability of the Venue, Experience and/or Producer for death or personal injury caused by its negligence or other type of liability which cannot by law be excluded or limited.

10.5 These terms and conditions are governed by English Law and any disputes which may arise with the Venue, Experience and/or Producer are subject to the exclusive jurisdiction of the English Courts.

10.6 We may change these Terms and Conditions at any time. You are advised to print and keep safe these Terms and Conditions.

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Do you believe in magic?

We're waiting to see you at Rhythm&Ruse, where
truly anything is possible. Join us.

Address

Rhythm&Ruse
The Vaults Theatre
Launcelot Street
Waterloo
SE1 7AD
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Do you believe in magic?

We're waiting to see you at Rhythm&Ruse, where
truly anything is possible. Join us.
© 2024 Rhythm&Ruse London Ltd – an Immergence production