Frequently Asked Questions
For any questions not covered in our FAQ, please contact us
TICKETS
How do I book tickets?
ONLINE - Through the What's On section of our website
PHONE - Call us on 01376 323228
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IN PERSON - Our Box Office is open 9am-5pm Wednesday & Fridays
Refunds & Exchanges
Once purchased tickets cannot be exchanged or refunded unless the event is cancelled.
STUDENT/concession/GROUP tickets
Concession prices and group ticket offers are set at the discretion of each individual show’s promoter. If available, these options will be clearly displayed as a ticket type on the booking page.
Does my child need a ticket?
Children under 3 years of age are admitted free of charge, provided they sit on a parent or guardian’s lap. Please note that for certain performances—specifically loud concerts or standing-only events—this policy may vary for safety reasons. We always recommend checking the specific event page for age restrictions.
I can’t find my confirmation email/ticket email!
We are a paperless ticket venue. All tickets are delivered via email immediately after booking. If you don't see your confirmation, please check your junk/spam folders. Still missing? Contact us in advance and we’ll be happy to resend it. If you can’t find your email on the night, don't worry! Our volunteers can find your order on the system using your name and ID at the door.
PERFORMANCES
Doors
Doors open for all shows one hour before the scheduled performance time. We recommend arriving early to find your seats, soak up the atmosphere, and grab a drink at the bar!
Does the venue have a bar?
Yes! The bar will be open serving a selection of snacks, alcoholic and non-alcoholic beverages. It is prohibited to bring any external food or drink into the theatre and these must be disposed of before entering our premises. Failure to do so may result in you being asked to leave the performance.
Do you have a cloakroom
Our cloakroom will be available, manned by one of our volunteers, and costs £2 per hanger. Cash is preferable but we do have a card reader if needed. Securely locked throughout the show, it reopens at the end of the show however if you require your coat earlier on, please ask a volunteer in a purple polo shirt for help.
RUNNING TIMES & Interval
Show running times will be emailed to all ticket holders during the week of the performance. Please keep an eye on your inbox for these updates so you can plan your travel and evening accordingly. Nearly all of our performance include a 20 minute interval.
ACCESSIBILITY
Is the venue wheelchair accessible?
Yes, The Institute is fully wheelchair accessible. We have a dedicated wheelchair-accessible toilet located in the hallway leading directly into the Main Hall.
Does the Theatre offer a Carer concession?
Yes, where possible we offer free essential companion tickets to all eligible customers. These can be booked directly online by registering for our Essential Companion Register- please click here for more information on how to join and make your future bookings easier. Alternatively please call our Box Office and they can book you in over the phone.
Please note: While we endeavour to offer companion tickets for all performances, there may be some exceptions based on the touring promoter’s policy, and all tickets are subject to availability.
Where are the best seats for WHEELCHAIR/mobility aid ACCESS?
Please note to comply with our latest fire safety and emergency evacuation protocols, we require that those who must remain in their wheelchair or mobility scooter only book end-of-aisle seating. These specific seats are designed to be easily removed, allowing you to be positioned securely without obstructing the aisle for others.
Are there designated parking spaces for disabled visitors?
The Institute has no audience/guest parking on site. For our access patrons, we recommend being dropped off directly at the main front door, which provides immediate, step-free access to the building. Please check out our Getting Here page for further information on parking.