Terms and Conditions

Updated 09 May 2022

All tickets sold by the Department of Education, Sport and Culture (“DESC”) are subject to availability and subject to these terms and conditions. These terms and conditions incorporate all the other information which is referred to in this document. If You cannot access this additional information please speak to the VillaGaiety box office.

By purchasing a ticket, at the VillaGaiety box office, over the phone or on the VillaGaiety website, You are agreeing to these terms and conditions so You should read them carefully before purchasing a Ticket to ensure that they contain everything that You consider has been agreed.

Agent” – The management or representative of the artist(s) performing at a VillaGaiety venue;
Event” – The entertainment event (including but not limited to a concert, a film, theatrical and/or music event) to be held at a VillaGaiety venue in respect of which DESC have the right to sell Tickets;
DESC” – The acronym for the Department of Education, Sport and Culture (a Department of the Isle of Man Government) of Thie Slieau Whallian, Foxdale Road, St John's, Isle of Man, IM4 3AS that own VillaGaiety
Hirer” – The external promoter, company or society who has hired a VillaGaiety venue and are staging the Event
Ticket” - A ticket (in paper form or electronic) sold by or on behalf of DESC for the right to attend an Event at the time and location agreed.  “Tickets” shall have the corresponding meaning;
Ticket Holder” – The customer who made the booking and – where applicable – their guests/those attending on their behalf. “You” shall be read accordingly;
VillaGaiety” – The Villa Marina and Gaiety Theatre and other venues (including the Studio Theatre, Kensington Arts Centre and the Northern Theatre Experience) where the Event is being held.

1.1. Ticket Holders should take care booking their Ticket and ensure they check their details on purchase. DESC is not responsible for booking errors which result in the Ticket being voided or the Ticket Holder being refused entry to VillaGaiety without refund. If You become aware of an error please contact the VillaGaiety box office immediately, which you can do from our contact page.

1.2. DESC cannot be held responsible for any tickets that are lost, destroyed or stolen.

1.3. The Ticket Holder has the right only to a seat of a value corresponding to that stated on the ticket and DESC reserve the right to provide alternative seats to those specified on the ticket. Where seats of a lesser value only are available due to no fault of DESC, DESC shall compensate Ticket Holders affected to a maximum of the difference between the costs of the seats.

1.4. Tickets are sold subject to DESC’s right to alter or vary the venue/programme due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange tickets.

1.5. Whilst DESC will endeavour to notify all Ticket Holders via email, social media or telephone (if logistically possible) of changes to date or time of an event, it is the responsibility of the Ticket Holder to ascertain the date and time of any rearranged event.

1.6. Only Ticket Holders holding a valid ticket may be admitted to the venue. The only exception to this is children under the age of two who are accompanied by an adult.

1.7. For student tickets (available at select Events), a valid student ID is required and will be checked upon entry. VillaGaiety reserves the right to refuse entry if a valid student ID is not supplied. Only the ID holder is entitled to the use of the student ticket. Student IDs are not valid identification for purchasing alcohol or other restricted products.

2.1. The price of the Ticket shall be the price set at the time of booking. The price of Ticket is inclusive of all taxes and booking fees but exclusive of delivery charges. Delivery charges will be indicated in advance of booking where applicable.

2.2. No booking will be accepted until DESC receives full payment.

2.3. DESC may run promotional discounts for Department Events and on behalf of the Hirer. Promotional periods may be limited and DESC reserves the right to cease promotions at any time.

3.1. The Ticket Holder will have the option for Tickets to be delivered electronically (via email) or in the post (a delivery charge supplement will apply) or pick up at the VillaGaiety box office.

3.2. Tickets may only be delivered to the billing address of the debit/credit card holder.

3.3. Proof of purchase may be requested when collecting Tickets at the VillaGaiety box office.

4.1. Tickets cannot be refunded after purchase, unless the event has been cancelled or rescheduled (subject to below).

4.2. If an event is rescheduled, existing tickets will still be valid for the new event date. Unless the Ticket Holder notifies VillaGaiety that they will not be attending on the new event date no later than two weeks before the Event, the Ticket Holder will be deemed to have accepted the new event date. Where the new event date is not accepted the Ticket Holder may request a full refund (including booking fee but excluding the delivery charge and other charges where applicable).

4.3. If an event is cancelled, the Ticket Holder will be entitled to a refund in full (including booking fee but excluding the delivery charge and other charges where applicable). Tickets may only be refunded to the debit/credit card holder used to purchase the Tickets.
Please note that in any event, no cash refunds will be given and no compensation will be offered for changes to travel or accommodation arrangements.

4.4. In the event of any changes or cancellation of the performance schedule and/or the Event, Ticket Holders will be notified via the contact details given at the time of purchase. DESC is not liable for any changes or inaccuracies in these details which may prevent the Ticket Holder being contacted. In the case of a group booking, the organiser who purchased the tickets is deemed responsible for communicating any changes to the group.

5.1. Once Tickets are purchased, they may not be exchanged for other Events, for example in cases where DESC have been instructed to apply a ‘no exchange’ rule by Agents or Hirers. Where DESC otherwise agree, tickets may be only be exchanged for an alternative performance of the same production/film title. No action can be taken unless the VillaGaiety Box Office has been contacted no later than 48 hours prior to the Event.

5.2. Where an Event is sold out (and if there are customers on a waiting list), VillaGaiety can attempt to resell any unwanted tickets at the Ticket Holder’s request. Such tickets will be resold at face value and the Ticket Holder will be reimbursed the face value of the Ticket.

5.3. Otherwise where a Ticket is offered for resale, the Ticket Holder must provide to the buyer full details of the ticket. If a ticket is re-sold or transferred for profit or commercial gain by anyone other than DESC, Hirer or one of their authorised sub-agents, it will become voidable and the Ticket Holder may be refused entry to the venue without refund.

5.4. Reselling or transferring tickets privately is done at the Ticket Holder’s own risk and DESC is not responsible if issues arise upon entry.

5.5. Resales or transfers of Tickets may be prohibited for certain events subject to the specific terms and conditions of those events.

6.1. DESC reserves the right to refuse admission in reasonable circumstances and is entitled to conduct security searches of persons and property to ensure the safety of all patrons at the venue.

6.2. Ticket Holders must comply with all relevant statutes, safety announcements and venue regulations whilst attending an event.

6.3. DESC reserves the right to remove from the venue, without refund, any Ticket Holder who disrupts other audience members’ enjoyment.

6.4. Breach of any of these conditions or anything that DESC considers to be unacceptable behaviour which may cause damage, nuisance or injury shall enable DESC to remove the Ticket Holder from the venue without refund.

6.5. Every effort to admit latecomers will be made at a suitable break in the event, but admission cannot always be guaranteed.

6.6. Ticket Holders who have may concerns about any special effects used in performances or those who wish to discuss specific requirements are encouraged to review the VillaGaiety accessibility pages or contact a member of the VillaGaiety Box Office prior to purchasing a Ticket. DESC will use reasonable endeavours to accommodate any specific requirements but ultimately it is the responsibility of the Ticket Holder to determine if an Event is suitable.

6.7. Children ages 2 to 15 inclusive shall require their own ticket and must be accompanied by an adult (over 18). Children under 2 years shall be admitted free of charge with a full-paying adult. Some restrictions to the exception may apply to cinema screenings depending on the age certification. Parents/supervisors are responsible for supervising children in their care at all times. DESC reserves the right to ask parents/supervisors to remove children if, in the opinion of DESC, they are causing a disturbance.

6.8. For all venues, children aged under 16 must be accompanied by an adult (over 18). The only exception is the Broadway Cinema, where children aged under 10 must be accompanied by an adult unless the age restriction for the film states otherwise.

6.9. By attending the event Ticket Holders consent to filming and sound recording as members of the audience.

7.1. For health, safety and operational reasons, DESC reserves the right to restrict access to parts of the VillaGaiety.

7.2. For events that have an unreserved/standing section (i.e. downstairs) of the Royal Hall, entry to this section is restricted to those aged 14 and over. Ticket Holders aged under 14 must have a reserved seat in the upstairs section. DESC reserves the right to refuse admission if anyone under the age of 14 tries to access the unreserved/standing section.

7.3. Due to safety regulations, only four persons in total are allowed in a Gaiety Theatre box (inclusive of children under the age of 2).

7.4. The following are not permitted within the venue:

  • Smoking (vaping and e-cigarettes are also not permitted);
  • Unauthorised use of photographic and recording equipment of any kind;
  • Dogs (except guide dogs); and
  • Ticket Holders’ own food and drink.

7.5. In accordance with the VillaGaiety’s licensing requirements, Ticket Holders shall not be permitted to stand or sit in any of the gangways intersecting the seating or any of the other gangways in the VillaGaiety.

7.6. DESC (and, where applicable, the Hirer) accepts no responsibility for any personal property brought into the VillaGaiety which is lost, damaged or stolen other than as caused as a result of the negligence of the DESC (or the Hirer) or other breach of statutory duty. Please ensure that no bags or other items of personal property are left unattended anywhere in the VillaGaiety, at any time.

Data security and protecting our customer's personal data is important to DESC. How all personal data given to DESC is handled is set in the privacy policy.

9.1. Amendments and Variation
Until a purchase is accepted DESC reserves the right to make changes to these terms and conditions at any time without notice. It is the Ticket Holder responsibility check these terms and conditions on each occasion before purchasing a Ticket. After the contract has been made, these terms and conditions cannot be varied or amended save for any changes which are mutually accepted and agreed in writing.

9.2. Assignment
DESC shall be entitled to assign any contract with the Ticket Holder, to another organisation. DESC will inform the Ticket Holder if this happens. This will not affect the Ticket Holder’s rights.

9.3. Contracts (Rights of Third Parties) Act 2001
Other than DESC, the Hirer, Agent and Ticket Holder nobody else has any rights under any contract entered into. Nobody else can enforce it and nobody else will need be asked to sign-off, change or terminate the contract.

9.4. Severability
If a court invalidates some of these terms and conditions, the rest of them will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

9.5. Waiver
Even if DESC delay or fail to enforce any of these terms and conditions, it can still enforce them later and has not waived the right to do so

9.6. Governing law
These terms and conditions shall be governed by the laws of the Isle of Man.

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