Terms and Conditions

Conditions of Sale

Please read these terms and conditions carefully, as it is important you understand the contractual relationship you are entering into by purchasing a ticket by telephone, over the counter, via the website of via an agency.  The Hackney Empire  does its best to ensure that all the information on its website is current and accurate.


A valid ticket must be produced to get into an event. For child friendly events children aged 3 and under do not need a ticket if they sit upon a parent’s or guardian’s lap for the performance.Children aged 3 and under who require a seat of their own must have a valid ticket.

On receipt of your tickets, please check that your tickets are for the correct event, date and time as mistakes cannot necessarily be rectified on the day of the event.
All tickets, price types and discounts are subject to availability where applicable, can be changed and/or withdrawn without prior notice and do not apply to tickets already purchased.

Hackney Empire reserves the right to introduce offers and price changes without prior notice. The price of the ticket shall be the price set at the time Hackney Empire accepts your order. Offers, Discounts and Concessions: please note only one offer, discount or concession can be applied to each ticket sold and cannot be used in conjunction with any other offer. Where a concession is claimed, proof of identity and concession entitlement will be required.

Group discounts are not available online and must be booked in person or by phone, unless explicitly stated on promotional material. Discount will be applied to group booking as a mark down on the price of a single ticket.
Tickets are sold for private use only and are not for resale for commercial gain to the holder. If Hackney Empire has reason to believe that tickets are being resold we may invalidate them and refuse entry to the performance.

Hackney Empire will not be responsible for any ticket that is lost, stolen or destroyed. Duplicates may be issued at the discretion of Hackney Empire.
All tickets are sold subject to Hackney Empire’s right to alter the advertised programme or cast in the event of unavoidable cause, without prior notification.
Ticket transaction fees apply: £1.35 phone (capped at £10), £1.15 online, free in person.

Data Protection:
We will collect, use, store and disclose your personal details in accordance with our privacy policy which can be viewed here and on footer of every web page.


Tickets will only be delivered to the billing address of the debit/credit card holder.
Tickets can be held for collection at the Box Office. If you are collecting your tickets from the Hackney Empire Box Office, acknowledgement of the order and the debit/credit card used for payment should be provided.

For all tickets booked with an overseas address, tickets will be left for collection at the Box office, please bring payment card when collecting the tickets along with any relevant ID for offers and concession tickets.

Exchanges and Refunds:

Tickets are not refundable unless the performance is cancelled or re-scheduled, or where there is a material change to the programme. Where a performance is cancelled or rescheduled by Hackney Empire or by the promoter, where an event is cancelled or rescheduled due to circumstances beyond Hackney Empire’s control, or where there is a material change to the programme, the purchaser of the ticket will be entitled to claim a refund of the face value of ticket, not including booking fees.

A material change is a change which, by Hackney Empire’s reasonable opinion, makes the event materially different to the event purchasers of the ticket, taken generally, could reasonably expect. The use of understudies in a theatre performance shall not be a material change. For mixed bill comedy nights, refunds and exchanges will not be given if there are change(s) to the line-up.

Tickets can be exchanged for an alternative performance of the same event up to 24 hours prior to the original performance date, subject to availability. An administration charge of £1 per ticket shall be made for each ticket successfully exchanged.

Hackney Empire will consider written requests for ticket refunds from customers who have not been able to use their tickets due to exceptional circumstances. Such request must be received within seven days of the date of relevant performance, include all unused tickets and are at the discretion of Hackney Empire management.
These Terms and Conditions do not and shall not affect your statutory rights as a consumer.


All Membership Benefits are subject to availability and to the terms of the Membership. Membership Benefits cannot be applied retrospectively.

Validity  Memberships are valid from the date of purchase Membership is for personal use only or the names person on the Gift Membership. A Membership cannot be resold or exchanged for cash.

Cancellation You may cancel your Membership at any time, we will not refund any fees that you have already paid.

You have the right to cancel a Membership within 14 days of purchase for a full refund, provided that we reserve the right to cancel. If you wish to cancel a Membership, please contact us at  members@hackneyempire.co.uk or call us on 020 8510 4511.

Renewal  We will send you an email/letter letting you know when your Membership is close to ending, unless you have already told us that you wish to cancel at the end of the Membership Period.

If you choose automatic renewal by continuous card authority, you agree that at the end of the initial Membership period (and of each renewal period thereafter), Membership will automatically renew. Your card will be charged at the point of renewal. You understand that, once granted, continuous card authority shall remain in force until you instruct a cancellation. We reserve the right to terminate your Membership without notice if payment cannot be taken at the renewal date. If you wish to change the card over which authority has been given, please get in touch with us and we will assist.

If you have any queries about your Membership, please contact us at members@hackneyempire.co.uk or call us on 020 8510 4511.


Customer Service:

Events may be age restricted and it is the responsibility of the ticket holder to check before purchasing.

Latecomers may be requested to await admission to the auditorium until a convenient break in the performance.

The management of Hackney Empire reserves the right to refuse ticket holders admission to the venue in reasonable circumstances including for health and safety, licensing reasons, where a ticket is void or where we believe other patrons’ comfort, enjoyment or security may be affected.

The management of Hackney Empire reserves the right to request that ticket holders leave the venue at any point on reasonable grounds, including for health and safety, licensing reasons, or where we believe other patrons’ comfort, enjoyment or security may be affected and may take any appropriate action to enforce this right.

The unauthorised use of recording and photographic equipment, including mobile phone cameras, is not permitted in the auditorium. Mobile phones, pagers and watch alarms which are an irritant to other patrons and performances must be switched off during the event.

Alcohol may only be consumed in the public bars and other authorised areas. No food or drink may be brought into the venue unless with the permission of the Hackney Empire management.

Smoking is not permitted.

Ticket holders must comply with all relevant statutes, safety announcements and venue regulations whilst attending the event. If ticket holders have any special requirements or concerns about any special effects which may be featured at the event, prior notice should be provided when ordering tickets.

Special effects may include, but not be limited to, sound, audio visual, pyrotechnic effects or lighting effects.

Complaints relating to any aspect of a performance should be made to the Duty Manager at the venue prior to, during or immediately after the performance.