Terms and conditions

Ticket office contact details

Address Ticket Office
The Apex
1 Charter Square
Bury St Edmunds
IP33 3FD
Phone 01284 758000
Email boxoffice@theapex.co.uk

Ticket office opening hours

The ticket office is open from 10am to 5pm, Monday to Saturday inclusive.

Please note that opening times for each venue, and event/performance times, are advertised separately.

Methods of payment

Tickets may be purchased by using one of the following methods of payment: cash, cheque, VISA credit and debit cards, MasterCard, Maestro Domestic, Electron, JCB, Solo and Laser cards.

We do not accept Maestro International, Amex or Diners cards.

Methods of booking

You can book for events online, by phone and in person.

Tickets may be collected from the Ticket office at any time during Ticket office opening hours.

Tickets may be posted to you for a charge of £2 per transaction if they are booked at least one week prior to the event. If a ticket is lost, tickets will not be re-issued.

When you purchase your ticket, you will be asked if you would like to make a donation towards the future programming of events.

You can also book for events via post. Please note that extra information will be required, as follows:

  1. Your name, address, daytime telephone number and email address (if any)
  2. The title of the event, date of performance, type of ticket and number of tickets required
  3. Details of any concessions or discounts available to you
  4. Payment - please make your cheque payable to West Suffolk Council.

Concessions and discounts

Concessions or discounts are available for some events.

Please call the Ticket office for details on individual events or use the drop down list when purchasing your tickets via our website.

Where applicable, concessions will be available for children 16yrs and under or those still in fulltime education, full-time students, senior citizens over 60 and in retirement, all persons registered disabled and those in receipt of Job Seekers Allowance. Tickets for full-time students and for persons in receipt of Jobseekers Allowance will be retained at the Ticket Office and issued upon proof of right to concession.

here applicable, discounts are available for group bookings at a reduction of £2 off the full paying adult ticket price. To make a group booking please call our Ticket Office on 01284 758000, or email us at boxoffice@theapex.co.uk

Disability aids and access

The Ticket Office sells and distributes tickets for all sorts of events at different venues. If you are concerned about disabled access to any event please ask.

A request to book a space for your wheelchair and a companion seat must be made clear at the time of booking an event as seating or places for the disabled may be limited. Companion seats available beside wheelchair spaces will be released once all other seats have sold out.

he Apex specifically accommodates up to five wheelchairs per performance in the stalls. Where space for a wheelchair is required it is essential it is booked via our Ticket Office - call us on 01284 758000, or email us at boxoffice@theapex.co.uk

As a wheelchair user you are entitled to bring a carer or friend to accompany you on your visit at half the cost of a full paying adult ticket price where concessions are available.

Once inside The Apex there are lifts to all floors. For those using mobility aids there are toilet facilities on the first floor level, and wide walkways for wheelchair users.

Those with an ambulant disability may be seated in the upper balcony floor though patrons must be able to evacuate of their own accord for Health and Safety reasons as emergency exits are only available via the stairs.

There are four parking spaces for blue badge holders located outside the basement entrance to The Apex. These are allocated on a first come first served basis.

Our infra red audio system with stethoscope headsets for those with hearing difficulties provides cover for the auditorium. If you require the use of a stethoscope headset this must be made clear at the time of booking. Headsets will be available on a first come first served basis unless they have been booked in advance.

Assistant dogs are welcome in all parts of The Apex. When making your booking please advise the Ticket Office so we can make your visit as enjoyable as possible.

Terms and conditions

By purchasing your ticket and your payment being accepted a legally binding contract is created between you and West Suffolk Council. This contract shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes. Tickets may be sold for events both within and without West Suffolk. These terms and conditions shall apply to all methods of booking and payment.

By purchasing your ticket you warrant that all details you provide to us are correct, that you are authorised to use your chosen method of payment and that you have sufficient funds to cover the cost of the ticket(s).

All tickets are subject to availability.


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.

Reservations and group bookings

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

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.

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