Terms & Conditions for the Sale of Tickets

  1. General information
    1. Who we are. We are Mayflower Academy Limited (company number 12809454)
      trading as MAST Mayflower Academy. Our registered office is at Mayflower
      Theatre, Empire Lane, Southampton, United Kingdom, SO15 1AP and our website
      is www.mayflowerstudios.org.uk.
    2. When these terms apply. These terms apply to tickets you buy from us or our ticketing agent for our performances, events, workshops or any other ticketed event. We refer to these collectively as “performances”. These terms apply to tickets you buy online, over the telephone or in-person from our box office.
    3. When we may update these terms. We may update these terms from time to time. Please check our terms carefully submitting your order as they may have changed since the last time you placed an order with us.
    4. All of these terms are important but we would particularly recommend that you read clause 9 carefully as it explains our liability to you under the contract between us
  2. Buying tickets from us
    1. Buying from us directly. Certain tickets can be purchased via our website, www.mayflowerstudios.org.uk, by calling our box office on 02380 711833.
    2. Buying from us via an official ticketing agent. Certain tickets can be purchased via our official ticketing agent. Our main ticketing agent is Mayflower Theatre Trust. You may have the opportunity to buy tickets from us via other ticketing agents from time to time. Please check our website or contact us to ensure you are buying our tickets from an official ticketing agent. We are not responsible for tickets which aren’t sold by us or through our official ticketing agent.
    3. When does our contract take effect? The contract between you and us takes effect when we notify you (in person, over the telephone or online) that we have accepted your order. Up until this point in time we have discretion to reject your offer.
    4. What is the price for the tickets? You will be told the price of the tickets, including any applicable charges, before you submit your order.
    5. Misprices. We try to ensure that the pricing on our website is correct but sometimes we may make a mistake. If you have purchased a ticket from us where a clear error was made when setting the price then:
      1. if the correct price is higher than what you paid, we will contact you to give
        you the opportunity to re-order at the correct price. If you choose not to re-
        order then we may cancel your tickets which were bought at the incorrect
        price and will refund you in full; or
      2. if the correct price is lower than what you paid, we will refund you the
        difference between the price you paid and the correct price.
    6. Are there delivery costs and other fees? If delivery costs or other charges apply to your order then you will be told about these prior to making payment.
    7. How and when will you receive your tickets? Most tickets are supplied digitally to the email address you have provided. Sometimes we may provide a physical ticket, either at point of purchase, by allowing you to collect your ticket from our automated kiosks, or by post to your chosen delivery address. We aim for emailed and posted tickets to arrive at least 5 days before the date of the performance.
    8. What if you haven’t received your tickets? If the performance is less than 5 days away and you haven’t received your ticket then you can contact us at comments@mayflower.org.uk. We recommend you check your emails (including your spam folder) first as we may have already contacted you about your tickets.
    9. Can tickets be reserved? For some performances we allow you to reserve tickets by telephoning our box office (or the box office of our official ticketing agent). The tickets will be held for up to three working days before being re-released for general sale. To secure your reserved tickets they need to be paid for in full.
    10. For-profit reselling. Tickets which are resold or transferred for profit or commercial gain by anyone other than MAST Mayflower Studios or its official ticketing agents or businesses partners may be cancelled and the ticketholder refused entry. Mayflower Theatre reserves the right to blacklist commercial resellers from purchasing tickets.
  3. Children
    1. Under 2s. Children under two years old will not be admitted to a performance unless the description of the performance on our website, or our official ticket agent’s website, says ‘under 2s welcome’.
    2. Children’s tickets. For health and safety reasons, all children attending a performance must have their own ticket. This includes babes in arms. In the case of very young children, these tickets may be free.
  4. Offers and discounts
    1. Availability of discounts. Discounts vary for each show - look under the Show Information tab on each show page to find out what is available. Discounts are applicable to selected performances only so please read the conditions on that page carefully. There will usually be a separately listed discount for under 18s where applicable.
    2. Our right to change or withdraw offers and discounts. We recommend that you book your tickets early as special offers and discounts are strictly subject to availability. We may change or withdraw offers and discounts at any time without giving you notice.
    3. What conditions apply to offers and discounts? Special offers and discounts are available for full price tickets only. Only one offer or discount can be applied to a ticket; it is not possible to combine multiple offers or discounts. Where offers or discounts are available, they must be applied at the time of purchase. We cannot apply offers or discounts to orders which have already been processed.
    4. What additional conditions apply to student discounts? Where offered, student discounts are subject to the following additional conditions: you must be over 18, in full time education, and have a current NUS or SUSU card. Please bring your student identification with you to the performance as we (or the venue) may ask to see it before granting you entry.
    5. Group bookings and schools. Ticket discounts are available for groups of 10 or more on many performances, and will be listed in the Show Information tab of the show's listing page. Group bookings are not available online, please call 02380 711833 or email your enquiry to groups@mayflower.org.uk.
  5. The performance
    1. Our assurance to you. We will ensure that the performance meets the factual description set out on our website. For information about your legal rights if we do not meet this standard, please see the ‘Refunds’ section below.
    2. Reallocation of seating. We reserve the right to reallocate your seating to seats which are of greater or equal value to those on your ticket.
    3. Outdoor performances. Where the performance is scheduled to take place outdoors, it will not be cancelled or postponed in the event of inclement weather conditions unless we have told you otherwise beforehand.
  6. Refunds
    1. Refunds

      1. Reasonable changes. We, or the production company putting on the performance, may make reasonable changes to the performance at any time without notice to you. As an example, the cast members of a performance may be changed, or the script may be amended, in the event that a cast member is unable to perform. Unless these changes substantially alter the performance from its description, these changes will not entitle you to a refund.
      2. If we cancel the performance. If we cancel the performance then we will try to notify you as soon as possible using the contact information you have provided. If you are unable to attend the alternate date then please contact us at 02380 711833 or comments@mayflower.org.uk. If we are unable to offer you an alternate date to attend the performance then we may refund you the amount you have paid for your tickets (i.e. the cost after applying any offers/discounts) excluding any postage costs, charitable donations and Ticket Protection
      3. If the performance was significantly different to how it was described. If a performance is significantly different from how we described it to you then you may be entitled to a replacement ticket or a refund. If you are dissatisfied with a performance then please contact us at customerrelations@mayflower.org.uk.
      4. Exchanges for MAST performances. If you have purchased a ticket for a performance at MAST Mayflower Studios then you can contact us (by phone to 0238 711833 or e-mail to comments@mayflower.org.uk) and pay an admin fee of £2.50 per ticket to exchange your ticket for a ticket to the same production at a later date. We must receive your request at least 7 days before the date of the earlier performance and exchanges are subject to availability. Once an exchange is made the original tickets will be void and must be destroyed. There is no option to receive a refund instead of an exchange. This right is in addition to your statutory rights.
      5. Payment of refunds. Refunds will be made using the original payment method. For example, if your ticket was purchased using a debit card then we will refund the money to that same card. If we can’t refund to your original payment method then you may need to provide proof of closure of the original account and then we can refund to a different payment method. If we refund you for a payment made in gift vouchers then the refund will always be in vouchers.
      6. Travel and accommodation costs. Please note that we will not refund you any travel or accommodation costs in any circumstances.
  7. Venue rules
    1. You must follow the venue’s rules. Whilst on-premises you must follow the venue’s rules. This includes following the reasonable requests of venue staff. We will try to inform you of the venue’s rules in advance but sometimes additional rules may apply at the venue once you arrive. These will be explained by staff or information signs. In addition to these general obligations, you must:
      1. not behave or engage in any activity which is anti-social in nature or which otherwise interferes with other attendees’ enjoyment of the performance;
      2. not be intoxicated or under the influence of drugs;
      3. not consume alcohol except, if the venue permits the sale and consumption of alcohol purchased on site, in the designated areas. You must not bring alcohol onto the premises; and
      4. comply with all other obligations set out in these terms, and you accept that we, or the venue’s staff, shall have the final say on whether you have broken any of these rules.
    2. Powers of the venue. Please be aware that the venue reserves the following rights:
      1. you can be refused admission if you are not following the venue’s rules or the venue reasonably suspects that you will not follow the rules if you are admitted;
      2. if you are late arriving to the performance you may be required to wait to enter until there is an appropriate break in the Performance;
      3. you may be refused re-admission if you leave during the performance without a valid reason; and
      4. you may be ejected from the venue without a refund if you do not follow the venue’s rules.

  8. Photography and video recordings
    1. Audience photography and recordings. Photography and video recordings of performances (including by mobile phone) is not allowed unless we have given you our express written permission in advance. If you break this rule then you may be ejected from the venue and will not receive a refund.
    2. Our photography and recordings. If we are recording a performance or taking photographs which may include the audience then we will put up signs at the performance and will make an announcement. If you have any concerns about the photography or recording then please speak to a member of staff who will be pleased to assist. If you do not wish to be recorded or photographed then it may be necessary to move you to a different seat. For more information please read our Privacy Policy at https://mayflowerstudios.org.uk/useful-links/privacy-statement-cookies/

  9. Our responsibility for loss or damage suffered by you
    1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
    2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; and for breach of your legal rights.
    3. We are not liable for business losses. These terms cover the sale of tickets for private use only. You must contact us and agree to a different set of terms if you wish to purchase tickets for business use. If you use the tickets you have purchased under these terms for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

  10. 10 Gift vouchers
    1. Refunds. If you have purchased a gift voucher from us then you can request a refund in full within 14 days of purchase. Please contact us at 02380 711833 or comments@mayflower.org.uk to request a refund. If you have spent the whole or part of the value of the gift voucher then you will not be entitled to a refund.
    2. How long do you have to use your gift vouchers? Gift vouchers will expire automatically two years after the date of purchase. If you are buying the vouchers for somebody else then we recommend you draw this to their attention.

  11. How we use your personal information
    We only use your personal information as set out in our Privacy Policy which you can access from https://mayflowerstudios.org.uk/useful-links/privacy-statement-cookies/

  12. Other important terms
    1. We may transfer the contract to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract between us.
    2. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under the contract between us to another person if we agree to this in writing.
    3. Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in the previous paragraph in respect of our guarantee. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
    4. If a court finds part of this contract illegal, the rest will continue in force. Each of the sections of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
    5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.
    6. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts only.

Please contact us for any queries regarding your booking on 02380 711833 or email comments@mayflower.org.uk.

Last Updated: November 2022


We will be undertaking a refurbishment of our Grade II listed auditorium in summer 2018. Please consider a donation to our auditorium appeal. Your help is essential in securing our future.