Overview
The following Terms and Conditions apply to all Secret Cinema events (“Events”) provided by Secret Group Limited trading as Secret Cinema (the “Event Provider”, “we”, “us”, “our”, “Company”, and “our site”).
We are a limited company registered in England and Wales (registered no. 05071764) with registered offices at 5 New Street Square, London, EC4A 3TW United Kingdom.
By engaging with our site, you acknowledge you have read and understood and agree to these terms and conditions, which we reserve the right to change from time to time by updating them on our site.
Data Protection
Personal information provided as part of the booking process will be collected, used and stored by the Event Provider in accordance with our Privacy Policy to administer the Event and provide you with information about other Secret Group Limited events.
Event Specific Terms
By purchasing tickets to an Event the buyer agrees to these Terms and Conditions on behalf of themselves and their guests. The Event Provider may inform buyers of additional Event-specific Terms at the time of booking (“Booking Information”), which may include the following:
- The date and location of the Event, and whether the Event is to be held indoors or outdoors
- Any technical requirements if it is an online Event
- Any health restrictions, warnings or guidance which are known at that time and which will apply at the Event
- Event-specific accessibility details
- Relevant age restrictions
- Contact details for the booking agent offering the tickets for sale.
Where the Booking Information states that the Event will be held outdoors, customers and their guests are expected to be prepared for inclement weather.
Where the Booking Information states that the Event will be held online, customers and their guests are expected to be prepared to access the event with an internet connection and the requirements as set out in the Booking Information for the Event, such as a laptop or headphones.
Tickets are issued subject to these Terms and Conditions and the Booking Information and breach of these, or any unacceptable behaviour likely to cause damage, nuisance or injury shall entitle the Event Provider to refuse admission or eject guests from the venue or online event without refund or compensation.
This includes failure to comply with any reasonable instruction given by the Event Provider or (where persons under 18 are admitted to the Event) any attempt by a minor to purchase alcohol or by any person to purchase alcohol for a minor.
Ticket Fees
Tickets sold via a booking agent are subject to the agent’s Terms and Conditions of sale and may include booking and administrative fees levied at the point of sale.
The Event Provider is not responsible for, and does not process, handle or receive booking and administrative fees on behalf of its contracted booking agents. Any inquiries about booking and administrative fees or the booking process should be directed to the relevant booking agent.
Young Guests
Some Events are age restricted to ensure we provide age-appropriate content during the Event for our audience. If the Event Booking Information indicates that guests under 18 may attend, they must in all cases be accompanied throughout the Event by an adult. Young guests will not be admitted to the Event without an adult and will be escorted from the event if their responsible adult is not present at all times.
All tickets must be purchased by an adult. The ticket buyer will be required to confirm they and their guests are aware of and will adhere to age restrictions and rules at the point of purchase. Refunds will not be provided to those who are not admitted to the Event as a result of failure to provide acceptable identification or who do not comply with the applicable age restriction.
ID Requirement
When the Booking Information states that an age restriction applies to the Event, all ticket holders must produce a valid form of photographic identification to be admitted.
Accepted forms of identification for any guest include:
- Passport
- National Identity Card
- Valid Driving License
Guests under the age of 18 may also provide one of the following as proof of age:
- Birth Certificate
- Valid Provisional Driving Licence
- Citizens Card
- Government-approved PASS Card
- School Card or Pass with photo (and either date of birth or age)
- Library Card with photo (and either date of birth or age)
- Young Person Rail Card
- 16+ Zip Oyster Card
Please note that only original documents will be accepted. Refunds will not be provided to those who are not admitted to the Event as a result of failure to provide acceptable identification or who do not comply with the applicable age restriction.
Health Restrictions
When the Booking Information states that a health restriction applies to the Event, the Event Provider may operate an appropriate health check system (such as a temperature check) and social distancing rules before entry is permitted, in addition to any other Government requirements.
Refunds will not be provided to those who fail to pass this health check.
House Rules
Guests are required to treat fellow guests and our staff with respect and refrain from violence of any kind. Inappropriate language and bad manners are unacceptable.
Failure to comply with House Rules will result in your ejection from the Event. Refunds will not be provided to ticket holders who fail to comply with the House Rules.
Refund Policy
Once purchased, tickets are non-refundable except, subject to these Terms and Conditions, on cancellation of the Event by the Event Provider. Tickets cannot be exchanged or returned except in the case of manifest error by the Event Provider or our agent. It is the buyer’s responsibility to check that the information contained in the ticket confirmation and the tickets themselves (including Event time, date, and location) is as expected.
Tickets may be used by persons other than the buyer, but in all cases, ticket holders are subject to these Terms and Conditions and any additional Terms set out in the Booking Information. Tickets may not be used as rewards or competition prizes.
Tickets remain the property of the Event Provider at all times and are a personal revocable licence which may be withdrawn and Event admission refused at any time upon refunding the printed purchase price.
Cancellation Policy
If an Event is cancelled or postponed, the Event Provider or its booking agent will attempt to contact you to inform you of refund or exchange procedures.
If an event is cancelled and not rescheduled, the Event Provider or its booking agent will facilitate a return of the full purchase price of your tickets in the form of a Voucher for the transaction amount.
A Voucher is a credit worth the same amount as the total amount charged in the original transaction. For tickets purchased from Secret Cinema, TodayTix or affiliated sites, this will include the booking fee. Booking fee refunds on tickets purchased on unaffiliated sites are subject to the booking agent’s own policy.
If the Event Provider or its booking agent does not receive a written request for a refund (not including any applied booking or order fees) in lieu of a Voucher within ten (10) days from the issuance of the Voucher, then it will consider the offer of a Voucher in lieu of refund to be accepted by the ticket holder.
Delayed Start
No ticket exchanges or refunds will be given if the Event or the opening or start of the Event is disrupted or delayed for reasons such as security or safety alerts, traffic incidents, adverse weather conditions, strike action or technical failure. The Event will commence or continue as soon as the Event Provider is reasonably able to do so.
Ticket Protection
Ticket Protection may be offered for an additional fee for some Secret Cinema Events. If a ticket buyer chooses to purchase Ticket Protection and cancels their order 24 hours or more before the advertised start of the Event, they will be issued a voucher worth 100% of the price of their order, including related order fees, less the price of the Ticket Protection.
If the Event Provider cancels an Event for any reason, a voucher worth 100% of the price of the order, including Ticket Protection fees, will be issued to the ticket buyer. Ticket Protection vouchers may be redeemed for up to a year from the date the voucher is issued for any Secret Cinema show with ticket availability within the same country as the original show for which tickets were purchased.
To cancel a ticket purchase:
- Click on the Ticket Protection link in the confirmation email
- Click “Cancel with Ticket Protection”
- When prompted, “Confirm” you are sure
- You will receive an email confirmation with your voucher, along with instructions on how to use a voucher on Secret Cinema"
Details:
- The advertised Ticket Protection fee is per ticket, and, when Ticket Protection is selected by the User, will be applied to all tickets within the respective transaction.
- Shows eligible for ticket protection are chosen at the sole discretion of Secret Cinema.
- Ticket Protection can only be made during the checkout process. You may not add Ticket Protection after your order is complete.
- Ticket Protection fees are non-refundable.
- All times are based solely on the Event Provider’s computer clock.
- When using any type of voucher code to purchase tickets on Secret Cinema, your order cannot be combined with any other promotional code, gift card, or another voucher code.
- Vouchers have no cash value and cannot be exchanged for cash.
- Vouchers will have a declining balance and can be used on multiple occasions, however, vouchers will be locked to the first device they are used on.
If you have any questions about Ticket Protection, please contact support@secretcinema.org.
Event Location
The Event location will be provided at the point of sale. Arrival arrangements will be shared either at the time of booking or in a follow-up email subsequent to purchase at least 48 hours in advance of the Event using the contact details provided by the buyer.
Where the Event takes place online the Event Provider will confirm the joining instructions via email at least 1 hour in advance of the Event using the contact details provided by the buyer.
No refunds or exchanges are available if for any reason any ticket holder is unable or unwilling to travel to the location or if the ticket holder cannot access an online event due to their own technical failure. The cost of travel to and from the venue is the responsibility of the ticket holder.
Security, Luggage and Prohibited Items
The Event Provider may conduct security searches to ensure the safety of guests and may refuse entry to individuals or to large items of luggage without refund or compensation. A copy of the search policy for each Event will be available upon request at the entry point to the venue.
The following items are banned from the Event:
- Aerosols
- Airhorns
- Alcohol
- Animals/Pets (service animals only)
- Audio recording devices
- Balloons
- Bicycles
- Blowtorches
- Canes
- Chairs
- Drones
- Drugs and other illegal substances
- Gas canisters
- Food
- Food hampers/cool bags/boxes
- Fireworks
- Flags on poles
- Flares
- Flammables
- Items which may be regarded as weapons including secured blades
- Legal highs
- Laser equipment and/or pens
- Alcohol-based liquids or gels over 100ml (e.g. hand sanitiser)
- Megaphones
- Pyrotechnics
- Professional cameras
- Promotional items/unauthorised solicitations/vendors (including flyers, samples giveaways)
- Selfie sticks/tripods
- Smoke bombs
- Sound systems (including personal speakers)
- Spray cans
- Torches
- Weapons of any kind (including replicas)
- Video cameras
Phones and Cameras
If the Booking Information indicates that phones, cameras and other recording equipment must not be used during the Event, they will be locked in an opaque bag upon arrival (which will remain in the guest’s possession for the duration of the Event). If you need to use your mobile telephone in an emergency, a member of staff will show you where you are able to do so. Visitors attending an online event are asked to not record or take photos or screenshots of the experience.
Food and Drink
Food and/or drink may not be brought into the Event or taken out of the Event on exit. Only items purchased at the venue may be consumed. Guests with specific dietary requirements must notify the Event Provider at least 5 working days ahead before the Event via email to access@secretcinema.org.
Upon request, the Event Provider will make allergen lists for all menu items available to guests from the date of the first show. All allergen lists are supplied by the individual traders at the Event and may be subject to change over the course of the Event term.
Guests are advised to ask the individual traders at the Event about specific ingredients and make them aware of allergies.
Trading and Promoting
No trading or promoting is allowed within the venue without the express prior written permission of the Event Provider.
Smoking
Strictly no smoking outside the designated smoking areas.
Animals
No animals except guide dogs are permitted. Guests who would like to bring a guide dog are required to contact access@secretcinema.org to arrange details of their attendance.
Accessibility
The Event Provider aims to offer a wide range of accessibility-related support at all its Events where building restrictions and facilities permit. Specific information on the Event experience may be found in the Booking Information provided at the time of purchase. Please note that some elements of specific Events may require physical activity, and haze, strobe lights, and/or flashing lights may also be in use. Wheelchair access, where available, may not include all seating areas.
For more information please read our Access FAQs. To request accessibility-related assistance please email our Accessible Guest Experience team at access@secretcinema.org.
Essential Companion Tickets
Essential companion tickets are free of charge but must be purchased with at least one other full-price ticket. Upon arrival at the Event, you must show a valid PIP letter or Access Card as evidence of requiring a companion. If you are unable to provide valid evidence, we may refuse your companion entry to the Event. Please contact access@secretcinema.org to book a companion ticket.
For more information on the Access Card please visit https://www.accesscard.online/
COSHH
On request, the Event Provider will make a Control of Substances Hazardous to Health (COSHH) list available to guests from the date of the first show. The list is subject to change during the Event term and will apply only to substances used in the public areas.
Lost Property
The Event Provider accepts no responsibility for guests’ personal property. Lost property will be stored for one (1) month after the Event has taken place. If you have lost something at an Event please email support@secretcinema.org with details of what you have lost including the date, approximate time and location.
If we have found your item you will be responsible for collection, postage or courier charges. All unclaimed lost property will be destroyed one month from the final Event date.
Dress Code
The Event may require a specific dress code in accordance with the Event. If applicable, the Event Provider will provide details of the dress code to ticket holders via email and/or our online registration system. Guests are expected to be appropriately dressed at all times.
Photography and Videography
The unauthorised use of photographic and recording equipment is prohibited. Tapes or films may be destroyed. Cameras and laser pens are prohibited, and together with mobile phones with cameras, may be confiscated for the duration of the Event. The Event Provider accepts no responsibility for any personal property that is confiscated.
From time to time the Event provider or other authorised parties will carry out photography and/or video recording in the Event, which may feature guests. Entry to the Event is deemed as acceptance of these conditions, and guests thereby agree that the Event Provider or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with the Event Provider or such authorised party (as the case may be).Ticket holders consent to being filmed, photographed and/or recording as they participate in the Event, and to the recordings being used for promotional and marketing purposes by Secret Group Limited and its partners.
Liability
The Event Provider’s liability to any person in relation to the purchase of tickets for any Event or in relation to the attendance of that person at any Event shall be limited to direct loss and/or damage actually incurred. In addition, the Event Provider’s total liability to such person shall not in any circumstances exceed the value of the ticket for the relevant Event purchased by or on behalf of that person. We shall not be liable for any special or indirect loss or damage irrespective of whether we have been informed of circumstances where such losses might be incurred. The Event Provider does not attempt to limit or exclude its liability for death or personal injury caused by its negligence or that of its employees or agents nor for any other liability that is not limited or excluded by applicable law.
The Event Provider is not an authority on public health and therefore will follow guidance from the Government and Public Health England (or local or judicial authority) when it comes to health risks such as the spread of viruses, and will endeavour to comply with such guidance wherever appropriate. However, it is each Event ticket holder’s sole decision whether to attend any Event knowing the risks associated with how easily a virus may be spread and knowing the health advice and recommendations issued by the Government, Public Health England, or any local or judicial authority. The Event ticket holder is responsible for their own health and safety and cannot solely rely on the measures put in place at the Event by the Event Provider.
Questions, Complaints, Claims
If you have questions, complaints, or claims with respect to Company properties, please contact us at support@secretcinema.org. We will do our best to address your concerns. If you feel your concerns have been addressed incompletely, we invite you to let us know for further investigation.
General
No variation to these Terms and Conditions shall have effect unless in writing and signed by an authorised representative of Secret Group Limited.
Secret Cinema © 2023 Secret Group Limited. Secret Cinema is a trademark of Secret Group Limited. All Rights Reserved.
These Terms and Conditions are subject to the laws of England and Wales and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), shall be governed by, and construed in accordance with, English law, and the parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales.
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