Code of conduct
At Jacksons Lane, we uphold high standards of welfare for our audiences, building users, artists and staff.
We ask that all visitors to Jacksons Lane uphold these values and act in a manner that is respectful towards our staff and all other building users. This includes refraining from discriminatory comments or actions, unsolicited physical contact, and any form of verbal abuse or harassment. We also ask that all building users refrain from any actions that cause damage or disrepair to the venue, it’s facilities or risk the safety of other building users.
Jacksons Lane reserves the right, in combination with any other statements shown on tickets, within the premises or on our publicity material to:
- refuse admission of the ticket holder to the premises
- refuse use of any form of audio or visual recording equipment, including mobile devices
- ask every member of the audience to have a valid ticket
- request the ticket holder to leave the premises
- make changes to the performance owing to unforeseen or unavoidable cause
- cancel the performance for reason beyond its control without notice and without being liable to pay any person compensation for damages other than a refund to the value of the ticket price
Payments
At Jacksons Lane, we accept payments by cash or card. For invoice payments, we also accept cheque payments and BACS transfers. Card payments can be made by MasterCard and Visa.
Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.
A fee of £1.95 is payable per transaction for tickets bought online, or over the phone. This fee covers our card operator costs. There is no booking fee on tickets purchased in person at the venue.
Latecomers
In order to avoid disturbing other audience members, or performers, we do not allow latecomers into the theatre unless there is a suitable break in the performance. This point will be decided between the company and the Duty Manager in advance, and it is at the discretion of the Duty Manager whether it is possible to admit latecomers.
Please ensure that you get to Jacksons Lane in good time for the advertised performance start time.
Ticket Refunds and exchanges
As standard, tickets are non-refundable for all programmed performances unless the event is cancelled by Jacksons Lane due to circumstances outside of our control. If you have purchased tickets, but are no longer able to attend an event, we are able to exchange your tickets to another performance. Please note that there will be an exchange fee of £1.95 to cover our operator costs.
If more than 48 hours’ notice is given, account credit may be offered. Account credit is held on your customer account and can be used on purchases made online, or through the Box Office. Credit must be used within 12 months of issue, after which time funds will be returned to Jacksons Lane and go towards supporting our ongoing work.
In the event of a sold-out performance, we may be able to resell your tickets in advance if there is a waiting list. We cannot guarantee that this will be possible, and a refund would not be issued until the tickets have been successfully resold. Resales on the day of a performance are not possible.
Please note, these details apply to Jacksons Lane’s programmed performances and companies hiring Jacksons Lane may operate with different refund policies.Â
Studio Hire cancellations and exchanges
If you have hired one of our studios, and wish to cancel or amend the booking, you should give notice in writing to the events team. Please note that cancellation fees would apply if the booking is cancelled with less than 8 weeks notice.
If you wish to amend the times or date of your booking, you must also give notice in writing to the events team. If less than 5 days notice is given, an administration fee may apply. Please note that for function or theatre bookings where staffing is booked, the exchange policy may vary.
For full details on cancellation and refund policies for studio hire bookings, please see the Hire Agreement issued with your booking.
Data Protection
Customer details are held on our database in compliance with the General Data Protection Regulations.
Reg. Charity No. 1119318Â Â Â VAT No. 587095103