Terms & Conditions

How to book:
Online: www.grandpavilion.co.uk
By phone: 01656 815995
In person: at the Grand Pavilion Box Office

Transaction Charges/Fees: Awen is a registered charity (no. 1166908) and transaction charges will be used to help us maintain the best possible customer experience when you buy tickets from us. Tickets bought online do not incur a transaction charge. Tickets bought in person at our box office or over the telephone will incur a fee of £2 per transaction, with the exception of tickets costing £7.50 or less. The transaction charge applies per order not per ticket. Additional fees will apply to postage services.

Concessions: Concessions for senior citizens, children under 16, disabled people and their companions are available for some events. Please enquire when booking.

Refunds: No refunds will be given except for cancelled events. Please check carefully when booking.  We regret that tickets cannot be refunded due to adverse weather conditions if the performance goes ahead.

Exchanges: Original tickets can be only be exchanged for another event or a credit note up to 48 hours before the performance starts for a fee of £2. Strictly no exchanges or credit notes after the event has occurred.

Reprint tickets: If you have lost your ticket please contact Box Office. We can reprint your tickets and they will be ready for your collection 30 mins before the performance.

Reservations: Reservations will be automatically released after seven calendar days if payment is not received. Reservations cannot be made less than one week before a performance. (Pantomime reservation policy excluded.)

Bring a group: We welcome groups of all sizes and we offer one free ticket for every 10 tickets purchased, eg. the 11th ticket is free and 22nd ticket is free and so on. Some exceptions apply – check with Box Office staff.

Theatre tokens: We now accept and sell Theatre Tokens which make a truly special gift for your loved one, friends or family. Available in denominations of £20, £10 and £5, Theatre Tokens are accepted in over 240 theatres across the UK.

Hynt: Hynt cardholders are entitled to a ticket free of charge for a personal assistant or carer and this excludes transaction charges at the Grand Pavilion. For details on theatres and arts centres participating in the scheme, please visit www.hynt.co.uk

Private hire events: These are marked with a triangle. Tickets for most private hire events can be purchased through the Box Office, where Awen Cultural Trust operates solely as booking agent and host venue. Patrons are reminded that the promoter assumes all responsibility for the event.

Marketing print: All details are correct at time of going to print. All events and castings are subject to change.

Late arrivals: Every effort will be made to admit latecomers but this will be at the discretion of the Duty Officer.

Babies/toddlers: Babes in arms (under two years old) go free when sharing a seat with an adult.

Food & Drinks Policy: Only food and drink purchased on the premises may be consumed in the building. Drinks purchased from the bar may be transferred into plastic cups / containers.  Alcohol purchased outside the venue is not permitted inside the venue or auditorium and will be confiscated.

Mobile Phone Policy: Please turn all mobile phones to silent/off when entering the auditorium – this is so that all patrons may enjoy the performance without disruptions.

Photography Policy: The taking of photographs, capturing of images or the use of any recording devices including mobile phones during any performance is strictly prohibited. Customers repeatedly trying to take photographs will be asked to leave.

On occasion either the venue or a permitted third party may carry out general filming and sound recording in or about the venue.  By purchasing tickets you consent to you and your party being included in and to the exploitation of such films and recordings without payment.

Disorderly behaviour: We reserve the right to prohibit the consumption of refreshments, refuse re-entry or service of refreshments to customers causing a disruption to the audience or the performance.

We reserve the right to refuse entry to the venue or the auditorium to customers who appear to be under the influence of illegal drugs or heavily intoxicated.

CCTV: CCTV is in operation throughout the Grand Pavilion Theatre for the purpose of crime prevention and detection.

Awen Cultural Trust: Awen is committed to making your visit to the theatre as comfortable and enjoyable as possible. To avoid disappointment, please let our Box Office staff know about any special requirements when booking.

Copyright © Awen Cultural Trust

Awen Cultural Trust is registered in Wales as a company limited by guarantee. Registered charity number: 1166908. VAT registration number: 224 3341 44. Company number: 99610991.