Peppa Tickets Terms and Conditions


Please read these Terms and Conditions carefully before you complete your Peppa Tickets order.

These terms and conditions should be read in conjunction with the venue’s conditions and regulations, which are available on request from the venue. In the event of any inconsistency between the terms, these terms shall prevail.

1. Who you are purchasing from

All tickets sold via peppatickets.nliven.co (“Peppa Tickets”) are sold by Fiery Light PPS Limited of 13 the IO Centre, The Royal Arsenal, Seymour Street, London, SE18 6SX registered in England and Wales (Companies House no. 09703650, VAT no. 220034869). In this instance Fiery Light PPS Limited is also the producer of the production (“Peppa Pig’s Best Day Ever”).

All merchandise sold via peppatickets.nliven.co (“Peppa Tickets”) is sold by Fiery Light PPS Limited on behalf of Limelight Entertainments Limited of Unit 87 Waterhouse Business Centre, 2 Cromar Way, Chelmsford, England, CM1 2QE registered in England and Wales (Companies House no. 02718821, VAT no. 697076680).

You can contact us by emailing us at customerservices@peppapiglive.com, telephoning our Customer Services line on 020 3301 9740, or writing to us at Peppa Tickets, 13 the IO Centre, The Royal Arsenal, Seymour Street, London, SE18 6SX.

2. Key terms

Customers purchasing tickets on Peppa Tickets must be 18 years or over and have a valid credit or debit card issued in their name. All purchases are subject to the payment transaction going through successfully.

Once your order has been successfully processed you have no right of refund, return or exchange other than as set out in section 8 and 15.

It is strictly prohibited to attempt to obtain any tickets through any automated device or software, or any other illegal or unauthorised means. We reserve the right to cancel any orders we reasonably believe to have been made fraudulently or are in breach of these Terms and Conditions, without any notice to you.

3. Customer data

Fiery Light PPS Ltd is responsible for the operation of the Peppa Tickets website and is the data controller for all personal data collected on Peppa Tickets, including data relating to your purchase of tickets. Fiery Light PPS Ltd will handle your personal data in accordance with its Privacy Policy. It reserves the right to make changes to these policies.

Your data will be processed by Tixtrack Inc, our ticketing software provider. Fiery Light PPS Ltd has engaged Stripe to securely process all payment transactions on Peppa Tickets. Stripe is the data controller of your payment card data including but not limited to your name, the card’s sixteen digit card number, expiry date and three digit security code. This information is stored and processed by Stripe in accordance with Payment Card Industry Data Security Standards.

4. Tickets

All tickets are sold subject to availability and to these Terms and Conditions. These Terms and Conditions should be read carefully prior to purchase and any queries relating to them should be raised with us prior to purchase, as purchase of tickets constitutes acceptance of these Terms and Conditions. A valid ticket must be produced to get into the performance. Removing any part of, altering or defacing the ticket may invalidate your ticket.

It is your responsibility to check your tickets as if you have made a mistake it cannot always be rectified after purchase. Please check your tickets on receipt carefully and contact us immediately if there is a mistake.

We will not be responsible for any ticket that is lost, stolen or destroyed.

Duplicates may be issued at the discretion of ourselves or the venue. If duplicates are being issued, a reasonable administration charge may be levied. We and the venue reserve the right to provide alternative seats at a performance to those specified on the ticket if the staging of the production reasonably requires, provided they are of no less value to that stated on the ticket.

Where a concession is claimed, proof of identity and concession entitlement (for example of age or student status) may be required. Ownership or possession of a ticket does not confer any rights (by implication or otherwise) on you to use, alter, copy or otherwise deal with any of the symbols, trademarks, logos and/or intellectual property appearing on the ticket.

5. Pricing and payment

All prices include VAT where applicable. Ticket prices on Peppa Tickets are subject to change at any time prior to your order being processed. Any additional booking fees, restoration levies, service charges or delivery fees will be indicated to you on the Peppa Tickets website prior to you completing your order.

The order will not be accepted by Peppa Tickets until the full payment has been received.

6. Delivery

Print at Home e-tickets will be delivered via email. If you have not received your e-tickets within one hour of ordering, please contact us.

If you are collecting your tickets from the venue box office, you must bring along your confirmation email along with proof of ID (i.e. drivers licence, passport or payment card in your name). You will be able to collect your tickets one hour prior to the start of the performance unless otherwise indicated within the venue terms and conditions.

7. Changes to performance

Fiery Light PPS Limited and/or the venue reserves the right to make alterations to the published performance programme where reasonably necessary.

8. Refunds/exchanges

Tickets cannot be exchanged or refunded after purchase unless the performance is cancelled or rescheduled (subject to below) or where there is a material change to the production. Where a performance is cancelled or rescheduled (subject to below) by the venue or ourselves, or where there is a material change to the production, you will be entitled to claim a refund from us in accordance with this clause.

A ‘material’ change is a change which, in our reasonable opinion, makes the performance materially different to the production that purchasers of the ticket, taken generally, could reasonably expect. The use of understudies in a theatre performance shall not be a material change.

Where such a refund is sought you must bring this to our attention as soon as possible upon becoming aware of such change, cancellation or where the performance has been rescheduled, prior to the rescheduled performance.

The refund for tickets equals at least the face value price paid or, if the face value has been reduced by Peppa Tickets, the discounted face value price paid. In order to claim your refund, please apply in writing to your point of purchase, enclosing your complete unused tickets, if received, promptly within 28 days from the date of the performance. Refunds shall only be made to the person who purchased the tickets and, when possible, be made using the same method as was used to purchase the tickets except, at our discretion, where payment was made by cash.

These Terms and Conditions do not and shall not affect your statutory rights as a consumer. For further information about your statutory rights, contact Citizens Advice.

9. Events beyond our reasonable control (Force Majeure)

For the purposes of these Terms and Conditions, ‘Force Majeure’ means any cause beyond our control including, without limitation, act of God, war, insurrection, riot, civil disturbances, acts of terrorism, fire, explosion, flood, theft of essential equipment, malicious damage, strike, lock out, weather, third party injunction, national defence requirements, acts or regulations of national or local governments. We will not be liable to you for failure to perform any obligation under these Terms and Conditions to the extent that the failure is caused by Force Majeure.

10. Liability

Personal arrangements including travel, accommodation or hospitality relating to the performance which have been arranged by you are at your own risk. Liability for the cancellation or rescheduling of a performance, or for material changes to a performance, will be limited to the refund as set forth in Section 8.

Neither we nor the venue will be responsible for any loss, theft or damage of your personal belongings, other than caused as a result of our negligence or that of the venue or other breach of statutory duty.

11. Conditions of admission

The management of the venue reserves the right to refuse ticket holders admission to the venue in reasonable circumstances including for health and safety, licensing reasons or where a ticket is void.

The management of the venue also reserves the right to request that ticket holders leave the venue at any point on reasonable grounds and may take any appropriate action to enforce this right. By way of example, the venue may remove a ticket holder who:

  1. has behaved in the venue in a manner which, in the reasonable opinion of the venue has, or is likely to affect the enjoyment of other visitors; or
  2. uses threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or
  3. in the reasonable opinion of the venue is acting under the influence of alcohol or drugs; or
  4. fails, when required, to produce proof of identity or age.

You must comply with instructions and directions given by venue staff and stewards.

No refunds will be given to ticket holders who are refused entry or ejected due to their own behaviour as suggested in, but not limited to, the examples above.

12. Restrictions and prohibitions

The use of equipment for recording or transmitting (by digital or other means) any audio, visual or audio-visual material or any information or data inside any venue is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed. Any recording made of the performance in breach of these conditions shall belong to Fiery Light PPS Ltd. Neither Fiery Light PPS Ltd nor the venue will be held liable for any loss, theft or damage to confiscated items.

By attending the performance, you consent to filming and sound recording of yourselves as members of the audience. Fiery Light PPS Ltd may use such films and recordings (including any copies) without payment.

Ticket holders shall not bring into the venue or display or distribute (whether for free or not) at the performance any sponsorship, promotional or marketing materials.

Mobile telephones and messaging equipment must be switched off during the performance.

Alcohol may only be consumed in public bars and other authorised areas. Smoking is not permitted unless within a designated smoking Area (if any).

The following are not permitted within any venue:

  1. animals (with the exception of guide dogs);
  2. laser pens
  3. your own food and drink (unless permitted by the venue);
  4. bottles, cans or glass containers (unless permitted by the venue);
  5. any item which may be interpreted as a potential weapon including sharp or pointed objects (e.g. knives); and
  6. illegal substances.

The management of the venue reserves the right to conduct security searches from time to time and confiscate any item which, in the reasonable opinion of the management of the venue, may cause danger or disruption to other members of the audience or the performance or is one of the items not permitted in the venue as listed above.

Every effort shall be made to admit latecomers to the performance at a suitable break in the show, which may be the interval, but late admission cannot be guaranteed.

Ticket holders may only leave and re-enter the venue during the performance at the discretion of the management of the venue. Otherwise, there will be no re-admission or pass-outs of any kind.

The obstruction of gangways, access-ways, exits, entrances or staircases, congregating in non-designated areas or seeking entry to stands or seats for which you do not hold a ticket is strictly forbidden.

13. Dispute resolution

If any dispute arises out of these Terms and Conditions, we will attempt to settle it directly with you. Please contact us by emailing us at customerservices@peppapiglive.com, telephoning our Customer Services line on 020 3301 9740, or writing to us at Peppa Tickets, 13 the IO Centre, The Royal Arsenal, Seymour Street, London, SE18 6SX. We will seek to acknowledge all customer correspondence within 7 days and we shall use our reasonable endeavours to consult or negotiate in good faith, and attempt to reach a settlement satisfactory to both parties within 28 days of the dispute being brought to our attention.

As an online trader, pursuant to European Union legislation, if you are still dissatisfied with our response you may use the third party European Commission’s Online Dispute Resolution platform here, to assist in resolving the complaint.

14. Sale of merchandise

If you purchase any merchandise on Peppa Tickets you will be sent a voucher together with your tickets. To receive your purchased merchandise you must present the voucher along with a form of ID (i.e. passport, driving licence, credit or debit card) at the main merchandise counter at the theatre. Your merchandise voucher will only be redeemable at the performance for which you have booked tickets.

15. Your right to cancel or return merchandise (not applicable to tickets)

If you decide you do not want the merchandise before you collect it or are not happy with your purchased merchandise then you have 14 days in which to cancel your order or return the merchandise to us. You are not permitted to return the ticket associated with the order.

To cancel your merchandise please email us at customerservices@peppapiglive.com or call us on 020 3301 9740. To return the merchandise you must post it back to us at Peppa Tickets, 13 the IO Centre, The Royal Arsenal, Seymour Street, London, SE18 6SX. Before posting it back to us, please contact us so we can provide you with a cancellation form.

We will give you a full refund and pay the reasonable cost (Royal Mail posted from within the UK) of return if: a) the merchandise is faulty or mis-described; b) we have told you of a change to the product as described when you originally ordered it, for example an error in pricing or description; c) there has been a delay in delivery due to events outside our control. For all other returns, including any that you are exercising your right to change your mind, you as the customer will have to pay any cost of return. We will only accept returned merchandise that has not been used and is in pristine condition, unless the product is faulty. The refund will be issued onto the original payment card within 7 working days of receiving your returned product.

16. Waste electrical and electronic equipment (only applicable to certain merchandise items)

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items. We operate a WEEE Take Back Scheme, whereby if you purchase an electronic device from Peppa Tickets (i.e. a Peppa or George Light-up Windmill) and get in touch with us at the end of its life we will happily take it back. If you wish us to do this, please contact us by emailing us at customerservices@peppapiglive.com or calling us on 020 3301 9740. We will then issue you with prepaid packaging, so the waste item can be posted back to us, at no further cost to you.

16. Entire agreement

These Terms and Conditions, and the terms and conditions of the venue and any specially agreed terms constitute the entire agreement between the parties in connection to, its subject matter and supersede any previous terms and conditions, agreement or arrangement between the parties. Each of the parties agrees that it has not entered into these Terms and Conditions in reliance on, and shall have no remedy in respect of, any statement, representation, covenant, warranty, undertaking or indemnity (whether negligently or innocently made) by any person (whether party to these Terms of Conditions or not) other than as expressly set out in these Terms and Conditions. Nothing in this clause shall operate to limit or exclude any liability for fraud.

16. Governing law and jurisdiction

These Terms and Conditions shall be governed by and construed in all respects in accordance with English law and the parties agree to submit to the exclusive jurisdiction of the English courts.

Updated May 2019


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