Terms and conditions

Every member of the audience must be in possession of a valid ticket. Altered or defaced tickets will not be valid.

The Apex or external venue reserves the right to provide alternative seats or places to those specified on the ticket.

Strict age restrictions apply to some events. Please check with the Ticket Office in advance.

Management staff across West Suffolk Council are authorised to refuse you admission to any event and reserve the right to do so if in their absolute judgement your conduct is such that it is likely to disrupt or disturb other persons attending any event promoted by the aforementioned councils. We also reserve the right to terminate your permission to remain at the event location and remove you from the Event location in similar circumstances.

We may on occasion have to conduct security searches to ensure the safety of customers.

The aforementioned Councils or The Apex accepts no responsibility for lost or stolen property.

No refunds will be offered to you if you are refused entry or removed from any event run by West Suffolk Council or The Apex in such circumstances as are detailed herein.

Latecomers will only be admitted into an event or The Apex at a suitable break in the performance and at the discretion of The Apex or the local event management.

Only food and drink purchased at The Apex may be consumed in The Apex and similarly any event run by West Suffolk Council with catering or hospitality offered. No cameras or video or audio recording equipment are permitted at The Apex without the express permission of the event promoter and The Apex management staff. The making of recordings and photography without such express permission, with or without flash, is strictly forbidden.

Please check your tickets as mistakes cannot always be rectified.

Tickets for events promoted by The Apex or with West Suffolk Council are non-refundable. If you are unable to attend an event, tickets may be returned to the Ticket Office up to one week prior to the date of the event and your Apex account (which is created at the time of booking) will be credited with the value of the ticket less a £2 administration fee per ticket. Your Apex account may be used to purchase tickets for a future event at The Apex.

Tickets for events promoted by a third party are non refundable and will not be credited to your Apex account. Please visit promoter's website for terms and conditions, (The Apex terms and conditions do not apply). If you cannot use tickets already paid for we may re-sell your tickets once the original performance you have booked for has sold out or exchange them for another performance of the same event. To exchange or re-sell tickets the originals must be returned to the Ticket Office at least 24 hours before the performance for which the tickets have been purchased. This service is subject to a handling charge of £2 per ticket and is solely at the discretion of the Ticket Office Manager. We reserve the right not to accept tickets for re-sale or exchange.

Tickets purchased through an agent representing The Apex or an externally run event must be exchanged with the agent and not with The Apex or the Ticket Office and are sold subject to the agent's own terms and conditions.

The Apex nor West Suffolk Council are not liable for any tickets that are lost or stolen. Standing tickets will not be duplicated under any circumstances.

Due to health and safety regulations The Apex operates a policy of no standing in the balconies.

We reserve the right to alter or vary the performance due to events or circumstances beyond our control without being obliged to refund monies or exchange tickets. This does not affect your statutory rights. However we will do our best to exchange tickets for an alternative performance of the same event where possible.

It is the customer’s responsibility to always check that an event is going ahead at the scheduled date, time and venue. In the event of a postponement or cancellation, the Council will endeavour to notify customers via email where an email address is given, telephone where a telephone number is given and letter where neither of the above is given however this is not guaranteed.

Please note, booking fees and postage are not refundable. No further compensation will be offered. If the customer has purchased the tickets via a credit or debit card, the said card will be credited accordingly. For cash and cheque transactions the ticket fee will be returned to the customer in the form of a cheque.

For all reservations apart from group bookings we will hold your tickets for three days after the reservation has been made. If after the three day period no payment has been received for the tickets they will automatically be released for sale. If the reservation is made less than 3 days before the performance, tickets will be held until 45 minutes before the performance starts.

For group bookings of 8 or more we will hold your tickets for two weeks after the reservation has been made. If after the two week period no payment has been received for the tickets they will automatically be released for sale. If the reservation is made less than two weeks before the performance then tickets will be held for 3 days.

No group bookings will be held for payment on the door or gate to an event.

To make a group booking please call our Ticket Office on 01284 758000 or you can email us at boxoffice@theapex.co.uk

Gift vouchers are available for any denomination you wish when purchased directly through the ticket office.

The gift vouchers can be redeemed at The Apex Ticket Office against ticket purchases only but cannot currently be redeemed online.

Please treat your vouchers as if they are cash as they cannot be replaced if lost or stolen.

On redemption, change will be given in vouchers.

Vouchers cannot be refunded for cash.

The Apex reserves the right to refuse to accept a voucher which it deems to have been tampered with, damaged, is suspect to be fraudulent or if the perforated tear-off stub has been removed.

The Apex reserves the right to change any of these terms without notice and to take appropriate action including cancellation of the voucher.

Any complaints regarding the view from the seats or places provided should be made to the Duty Manager prior to the performance and any complaints about the show should be made to the Duty Manager promptly during the performance.

We reserve the right for ourselves and/or third parties to carry out general filming and sound recording in or around the building or grounds where the event is held. Purchase of a ticket signifies your consent to be photographed or sound recorded and to the commercial exploitation of such film or recording without any right to payment. If you object to being photographed or recorded you must advise the Duty Manager before the performance begins.

While every effort is made to ensure that all promotional information supplied is accurate, you are advised to take appropriate precautions to verify such information. We expressly disclaim all liability for any direct, indirect or consequential loss or damage occasioned by your reliance on any statements, information or advice contained in our promotional information whether in print, on the website or any other promotional material generated by us.