Ticketing Policy

Tickets are issued on behalf of the organisation responsible for the performance or event advertised on this website, and are subject to the following terms and conditions:

  • You need a valid ticket that must be produced to get in to see the show / event / screening or activity.
  • The Theatre Owner or Venue Management reserves the right to refuse admission in reasonable circumstances. If you arrive late then you may have to wait until a convenient break in the show before you can take your seat. In some cases you may be refused entry.
  • Please don't be offended if the Theatre Owner or Venue Management asks to look in your bag - to ensure everyone's safety they may have to conduct occasional security searches.
  • Only in the event of a show or event being cancelled will we refund your ticket.
  • Reselling this ticket for profit or commercial gain makes it void.
  • Sometimes the Producer or Event Promoter needs to make an alteration to the advertised details for the performance at short notice. If this happens then the Producer or Event Promoter is not obliged to refund your money or exchange tickets.
  • If you can't see the show properly or there are any other issues hindering your enjoyment then you should promptly complain to the Theatre or Venue Manager prior to or during the show, if possible.
  • On rare occasions the show or event may be filmed or recorded. Buying a ticket affirms your consent to the filming and sound recording of yourself as a member of the audience. If you have any objection, should this happen when you attend a show or event, please contact a member of the Theatre or Venue Management.
  • We're sorry if any of your personal property is lost or damaged while at the venue, but neither the Producer/Event Promoter nor Theatre Owner/Venue Management can be held responsible.
  • The unauthorised use of a camera, video camera or any other sort of recording equipment is strictly forbidden.

Tickets sold via the Shetland Arts Box Office can be purchased online, by phone, or in person. There is a £1.50 service charge on tickets purchased online or over the phone. There is no service charge on tickets purchased in person. The only exception to these charges are film tickets sold by Shetland Arts, which remain free of a service charge.

Please note: Tickets cannot be exchanged or refunded and customers must check their tickets for accuracy at the time of purchase as mistakes cannot be rectified at a later stage. If you are unable to attend a Shetland Arts event due to weather conditions, please refer to Shetland Arts' Bad Weather policy.

Bad Weather

It is inevitable that as the frosty snowy weather sets in, and the stormy season gets going that there will be times when those wishing to travel to Shetland Arts' events will struggle to get to venues or may not feel it is safe or wise to travel.

There will also be times when Shetland Arts will have to cancel or postpone events due to performers or vital equipment not making it in time for performances. We do all we can to minimise such events but it's a sad fact of life that given where we live sometimes such events are unavoidable.

Shetland Arts regrettably cannot refund customers on every occasion when bad weather prevents or discourages travel. In the interests of fairness we adopt the following policy when it comes to bad weather refunds:

  • If a wholly Shetland Arts promoted event or performance is cancelled by Shetland Arts a full refund will be made available to ticket holders.
  • If a ticket holder can't make it to a venue due to adverse weather conditions and public transport has ceased operation in the area a full refund will be available.

Shetland Arts on occasions such as above is insured and so can recoup the significant losses in such events. As a charity it is not possible to refund all individuals who either rightly or wrongly feel they can't make the journey to one of our venues due to bad weather. Although it might seem or feel harsh, Shetland Arts cannot make the decision when it is safe to travel or not. That has to be the call of the individual ticket holder.

Shetland Arts believes that it is widely accepted that when we as customers buy tickets for events or for travel it is the responsibility of the customer to get to the departure point or the venue on time. It is a risk we all take when we buy tickets in advance when living in remote communities such as ours.

Entry Policy

Introduction

Shetland Arts wants all of its customers to enjoy their visit to all our shows, events, screenings and activities. To help ensure this, admission is subject to the following FAQs/terms and conditions. By purchasing or using a ticket, customers (including Gold and Silver Card holders) agree to be bound by these terms and conditions.

Key Points

  1. Behaviour: Shetland Arts reserves the right to require customers who are disruptive, antisocial or violent to leave immediately without any entitlement to a refund. What constitutes disruptive, antisocial or violent behaviour shall be determined at the sole discretion of the General Manager or their nominated representative and includes both physical and verbal abuse.
  2. Alcohol and Food Policy: No alcohol, food or soft drink may be brought onto the premises. Only food, drink, and alcohol bought on the premises may be consumed on the premises.
  3. Mobile Devices: All mobile devices including mobile telephones must be switched off at all times during the show, event, screening or activity.
  4. Piracy: Customers are not allowed to bring any form of recording or copying equipment (in whatever medium) into the show, event, screening or activity. Recording or copying equipment may be confiscated for inspection by the General Manager or their nominated representative. Customers are reminded that it is a serious criminal offence to copy or attempt to copy any film, soundtrack or other copyright protected material and customer's found in contravention will be liable on conviction to an unlimited fine and imprisonment of up to 10 years.
  5. Certification: Shetland Arts is not responsible for the certification of adverts, trailers or films. All complaints in respect of the wrongful classification of any of these items should be directed to the British Board of Film Classification (the BBFC).
  6. Search Policy: Shetland Arts reserves the right to search a customer's possessions whilst on the premises for any item which a staff member believes may contravene these terms and conditions. Customers must consent to being searched for any item which a staff member believes may contravene these terms and conditions. Shetland Arts reserves the right to refuse entry or require a customer to leave without entitlement to a refund if consent is not given.
  7. Refunds and Exchanges: Tickets cannot be exchanged or refunded once purchased. Customers are responsible for checking that they have booked the correct tickets at time of purchase as mistakes cannot be rectified at a later date. If a wholly Shetland Arts promoted event or performance is cancelled by Shetland Arts a full refund will be made available to ticket holders.

Entry into the show, event, screening or activity

  1. Only customers in possession of a valid ticket will be admitted into the auditorium to which the ticket relates and admission will be permitted only for the duration of the performance specified by the ticket. At the time of collection, customers should check that the ticket details are correct as tickets cannot be later exchanged or refunded in the event of any error.
  2. Lost, stolen or damaged tickets will not be replaced. Any customer who does not hold a valid ticket may be required to leave the premises.
  3. Customers should keep the ticket stubs with them at all times in order to re-enter the relevant auditorium.
  4. Shetland Arts will refuse admission to any person who, in the opinion of an authorised Mareel employee or representative, is under the minimum age required by the BBFC classification for a film presentation and cannot prove that they are at least the minimum age required. Shetland Arts expressly reserves the right to request photographic identification verifying the age of the customer (e.g. a driving licence or passport) for entry into 12A, 15 and 18 certificated films. Photocopies of birth certificates, (together with a form of photographic identification connecting the name on the birth certificate to the customer), passports and driving licences are acceptable. Children under the age of 12 must be accompanied by someone who is at least 18 years of age to be admitted after 7.00pm. Children under the age of 8 must be accompanied by someone who is at least 18 years of age at all times (regardless of film classification).
  5. Student tickets will only be issued upon the production of valid photographic identification on a student card showing a clear photograph of the student and the applicable expiry date of the identification. Student tickets will be limited to one per student. Photographic identification may be checked before admission to the auditorium in the case of pre-booked tickets.
  6. Carers of disabled customers are entitled to a free ticket if the person they are accompanying can show a valid Cinema Exhibitors' Association Card (CEA card) or locally issued disability card. Please see www.ceacard.co.uk for the full terms of use. Guide and Hearing dogs are welcome but other animals are currently not permitted on the premises.
  7. In order to avoid disturbing other customers, customers who arrive after the start of the feature presentation will only be permitted entry into the cinema at the General Manager or their nominated representatives sole discretion.

Our Obligations

  1. Although Shetland Arts seeks to follow its advertised programme, it reserves the right to cancel or reschedule the show, event, screening or activity or to substitute an alternative show, event, screening or activity, if forced to do so by circumstances beyond its control.
  2. If a show, event, screening or activity is rescheduled or substituted, the General Manager or their nominated representative will have the sole discretion to decide whether to refund customers the cost of their tickets or to issue replacement tickets for the same show, event, screening or activity at an alternative time.

Safety and Security

  1. Shetland Arts reserves the right to refuse the entry into a the show, event, screening or activity of any person who is believed to be intoxicated and may require any person or customer who is believed to be intoxicated to leave the premises immediately without any entitlement to a refund.
  2. No customer is allowed to bring any illegal substances or weapons into any Shetland Arts owned or managed venue or into any venue Shetland Arts may be using for the presentation of a show, event, screening or activity. Anyone found in possession of such items will be refused entry or will be required to leave the premises immediately without any entitlement to a refund. Shetland Arts takes such matters seriously and may report the incident to the police.
  3. In order to comply with applicable health and safety legislation, customers must at all times remain within the public areas of the premises and must not obstruct the aisles with personal belongings.
  4. Customers must keep their personal belongings with them at all times. Shetland Arts accepts no responsibility for the loss, theft, alteration or damage to any personal items brought onto the premises.
  5. Customers are not permitted to smoke in any Shetland Arts owned or managed venue. Shetland Arts reserves the right to require any person or customer found to be in contravention of this rule to leave the premises immediately without any entitlement to a refund.

Other Matters

  1. Nothing in these terms and conditions affects your statutory rights as a customer or excludes or limits Shetland Arts' liability for fraud or for death or personal injury resulting from Shetland Arts' negligence or for any other liability which Shetland Arts cannot exclude or limit under law but otherwise Shetland Arts' liability to you as a customer shall be limited to the ticket price paid.
  2. In addition to its other rights, in the event that a customer or group of customer's breach or breaches any of the terms and conditions of this policy, Shetland Arts reserves the right to take such action as is necessary to prevent a reoccurrence of such breach (including recovering any costs incurred). Such action may include banning the relevant customer or customers from Mareel and/or taking legal action.
  3. Shetland Arts reserves the right to charge for any additional service or product which it may supply including but not limited to 3D glasses. 3D glasses cost £1 per pair. This may be subject to change.
  4. The General Manager or their nominated representative may refuse entry to any person onto the premises at any time and will be under no obligation to provide a reason to that person.
  5. Shetland Arts accepts no responsibility for any information displayed or broadcast on the premises by any third party.
  6. Shetland Arts reserves the right to amend these terms and conditions from time to time without notice.
  7. "Shetland Arts" means Shetland Arts Development Agency, a registered charity in Scotland (SCO37082), with the address Mareel, Lerwick, Shetland, ZE1 OJL and VAT registered (671 2655 32).

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