Booking information
General information and terms
How to book:
Online - Please note that we charge a £1.20 non-refundable booking fee when booking online.
Click here to go to the what's on pages and online booking.
By Phone - 01264 368368 (answer phone outside Box Office hours) Opening Hours Monday-Friday 10am-2pm and Saturday 10am-2pm.
In Person at the Box Office - The Box Office is open Monday-Saturday 10am-2pm. Please note we are closed for the Bank Holiday Weekend until 27th August.
Ways to Pay:
- Card
- Cheques
- The Lights Gift Vouchers
Please note that where possible we request that transactions are now made by card, to avoid cash handling post Covid-19.
Ticket types available:
T = Standard Ticket P = Pullman Seat C = Concession SM = Spotlight Member FT = Family Ticket (2 adults and 2 children) SCH = School Ticket CH = Children
Accessibiilty: Please note that if you require accessible seating (without stairs) or wheelchair seating on our front row in the auditorium, that this must be booked via the box office rather than online. Please make our team member aware of your needs.
Age recommendations / guidance: please note that if a performer has specified an age recommendation then we reserve the right to challenge and to refuse admission if this is not adhered to.
Collection of Tickets: All tickets will be held at the Box Office for collection unless postage has been requested for which we charge £1 per booking. Customers also have the option to have a 'print at home' ticket when booking on-line. Please check your booking confirmation or tickets as mistakes cannot always be rectified.
Ticket prices: You’ll find our tickets are competitively priced - why not consider the comfort of a Pullman seat for just a little extra per seat. Please note that concessions are not available on Pullman seats.
Special offers: The venue reserves the right to introduce special offers at any time, and these cannot be applied to tickets already purchased.
Gift Vouchers: Gift Vouchers are available from the box office or online from our website. Our vouchers are valid for 3 years from the date of purchase and are redeemable online or in person. We do not usually post gift vouchers unless expressly requested, as they are not replaceable if lost in the post.
Please note that our previously issued paper gift vouchers (pre- August 2023) remain valid and can be exchanged at the box office for shows, workshops or classes.
Reservations: Reservations will be held for 3 days. If payment is not received in time reserved tickets will be released for sale.
Exchanges & Refunds: Please note that once purchased tickets cannot be exchanged or refunded.
In line with our usual practice, a refund, gift voucher or transfer to an alternative show will be offered for any event which we have cancelled (excluding the £1.20 non-refundable online booking fee). We will offer a refund, gift voucher or transfer to an alternative show to any customer who is unable to attend an event that we have rescheduled. In these cases, we are only able to offer refunds up to two weeks before the new date of the event.
If you feel able to, we gratefully accept donations of your ticket value in place of refunds or gift vouchers when events cannot take place.
In line with most theatres, we do not offer refunds for non-attendance at events due to other demands on a ticket holders time, or for general illness.
In the case of sold-out shows, we can make your tickets available to someone on a waiting list. If we are able to re-sell them, we will return the face value of the ticket in gift vouchers. We will only aim to resell your ticket/s up until 24 hours prior to the show time.
If you have any questions regarding our refund policy, please do not hesitate to contact the Box Office: 01264 368368 or email: stop@thelights.org.uk
Concessions: We offer concessionary tickets as published. Unless otherwise stated, concessions are available to children under 18, those in full-time education and those in receipt of state benefit including senior citizens aged 60+. Proof of entitlement may be requested. Only one concession or offer is applicable per ticket. Please note that the venue reserves the right to run promotions and offers on tickets which cannot be retrospectively applied to tickets already purchased at the full price.
Group Bookings: Group discount are available for most shows. Buy 10 tickets and you get the eleventh free.
Family Tickets: Children under 2 may be admitted to the auditorium for family shows as part of our Babes in Arms policy, and can sit on an adult's lap.
Please note that booking fees are non-refundable.
Ticket re-sale: The re-sale of tickets by retail or on-line auction site by anyone other than The Lights is strictly prohibited and may render the ticket invalid. If a show has a waiting list then we will endeavour to sell your ticket(s) on for you and refund in vouchers if successful.
Ticket restrictions: There may be a restriction in ticket numbers per household for specific shows. This will be indicated on the website and at the Box Office. The venue reserves the right to cancel tickets purchased in excess of the maximum number, without notice, unless this was due to our mistake.
When visiting the venue:
Latecomers: Once a performance has started latecomers will only be admitted to the auditorium at the discretion of the Duty Manager.
No-smoking: Please note that The Lights is a non-smoking venue, including the use of e-cigarettes/vapes.
Dancing: Dancing is permitted at the discretion of the visiting act and the Duty Manager. For live music shows there may be people dancing in their seats and at the sides of the front of stage during some performances. We would ask all people to be respectful of other ticket holders, and not to invade their space or impede their views.
Food and drink: Only food and drink purchased at the venue may be consumed in the venue. No glasses or glass bottles are allowed in the auditorium, and the management reserve the right to confiscate these if they are found.
Mobile phones and filming: Unless otherwise specified by the artist or Duty Manager prior to a show no photography or filming of events is permitted. Please switch off all phones before a performance.
General behaviour: We hope that everyone enjoys their visit to our venue. Please remember to respect other users of the building and be mindful of noise and chatter when in the auditorium or arena during performances. The Venue will not tolerate any aggression or abusive language to any members of our team, and the Duty Manager reserves the right to ask such customers to leave, and reserves the right to take future action or sanctions as appropriate.
For more general information about using the venue and our general terms please read the 'General Terms and Conditions' document attached to the right of this page.