FAQ

The answers given on this page only apply to bookings made through SIX Tickets. If you have a booking with a different seller, please consult their booking information. Questions About Special Conditions Which Apply to Bookings Made From 14-07-2021 00:00 onwards. In response to the changing public health picture in the United Kingdom, regulations, government guidance and venue operations are subject to change. Special entry conditions apply to bookings made from July 2021 onwards until further notice and there are additional ways to qualify for an exchange. What should I do if I cannot attend because I or a member of my party: tested positive fewer than ten days before the performance date; will be required to be in self-isolation on the performance date; or am/is experiencing symptoms of Covid-19. You or the affected member of your party should not attend the performance. Please contact us by email no later than 10am on the day of the performance but earlier if you can. You do not have to give the reason and you should not provide any health information linked to yourself or any individual when contacting us. We will issue you with a SIX Exchange Card for the full amount of your booking which can be put towards the cost of a future SIX West End performance. The Exchange Card will be valid until at least 22nd February, 2022. Full conditions for Exchange Cards are available here. If you do not contact us before 10am on the day of the performance which you can no longer attend we are unable to guarantee an Exchange Card and the value of the booking may be lost. What should I do if the venue check-in process tells me that I may not attend the performance I have booked for? You should follow the steps given above in answer to the first question. You should not provide any health information linked to yourself or any individual when contacting us. What should I do if I am no longer able to attend a performance for any other reason? You should follow the steps given above in answer to the first question. You should not provide any health information linked to yourself or any individual when contacting us. Can I have a refund instead of an exchange? There is no entitlement to a refund in the above circumstances. Please see the General FAQ below about the very limited circumstances in which refunds can be provided. What should I do if I do not receive or later cannot find my confirmation email? If you do not receive your booking confirmation within one hour of making your booking or you later lose it, you should first check your junk mail and deleted mail folders. Most missing confirmation emails can be found there. If you cannot locate your confirmation email there, please contact us by email as soon as possible, again checking your junk and deleted email folders if you do not receive an initial response within 24 hours. Please note that for these performances, your confirmation email does not contain your ticket, your ticket is only sent to you following completion of the Nimax Theatres Online Check-in process 48 hours prior to the performance. What should I do if do not receive my Online Check-in email 48 hours prior to the performance? You should receive an email from the sender NIMAX THEATRES 48hrs prior to the performance for which you have booked. Please follow the link in that email to the Online Check-in process as soon as possible. If you have not received this email 48hrs prior to the performance or you later lose it, you should first check your junk mail and deleted mail folders. Most missing Online Check-in emails from NIMAX THEATRES can be found there. If you cannot locate it there, please contact us by email as soon as possible, again checking your junk and deleted email folders if you do not receive an initial response within 24 hours of your enquiry. How will I receive my tickets? If you complete the Online Check-in questionnaire successfully you will have declared that there is no reason of which you are aware that you cannot be admitted to the performance under current circumstances and you will receive your e-ticket from Nimax Theatres. Please look out for an email containing your e-tickets from NIMAX THEATRES. If you have an iPhone, you can add them to your Apple Wallet which will save you time at the venue. What should I do if I successfully complete the Online Check-in but have not received my email containing e-tickets by 24 hours prior to the performance? If you have not received your email and e-tickets by 24hrs prior to the performance, you should first check your junk mail and deleted mail folders. Most missing ticket emails from NIMAX THEATRES can be found there. If you cannot locate it there, please contact Nimax Theatres via the applicable contact point listed here. Will I be allowed into the Theatre if I do not have a valid e-ticket from the Theatre? Admission to the Theatre without an e-ticket is subject to the discretion of Nimax Theatres and cannot be guaranteed. General Questions The following answers apply at all times. When can I request a refund? There is no entitlement to a refund unless a performance for which you hold tickets at the time (and they have not been exchanged to a different performance or for an Exchange Card) is cancelled. Where you are entitled to a refund of a booking made through SIX Tickets, you will receive the full value of your booking including any fees. If you booked through a different seller, different rules may apply. How can I ensure my tickets are from a genuine seller and that my purchase will go well? Ingresso, who operate this site for SIX Tickets, are members of STAR (Secure Tickets from Authorised Retailers). Buying from STAR members guarantees certain things. STAR members undertake to: • Clearly identify the face value of any tickets purchased and any additional booking fees • Highlight any terms and conditions, including transferability, cancellation and viewing restrictions • Handle bookings in a polite and courteous manner, giving the highest standards of professional service • STAR represents most of the major ticket agents and numerous venue box offices around the UK. • Membership of STAR can be recognised by the use of the STAR kitemark and a list of members is available at www.star.org.uk or by phoning the STAR helpline (0844 879 4272). It is also important that the seller has a valid and visible physical address and a telephone number. Our address and phone number can be found on the contact us webpage.