Terms and conditions

Thanks for checking our terms and conditions. Here you will find more information about how we handle ticket sales and other important details. When you buy a ticket from us or visit our venues, you are agreeing to these terms. We want your experience to be smooth and enjoyable, so we have kept these terms and conditions clear and simple, so you know what to expect when interacting with us. 

1: About us

Capital Theatres is a registered charity, we manage three iconic venues in Edinburgh: Festival Theatre, King’s Theatre and Studio Theatre. We are here to share extraordinary live experiences with everyone, and we’re delighted to welcome you to our venues. 

2: Buying tickets

Booking your tickets 

• Please check that you are booking tickets for the correct production, date and time. 
• Tickets are non-refundable unless a performance is cancelled. 
• If you are booking a concession ticket, we may ask for proof of eligibility when you arrive at the theatre 
• Ticket protection is available to purchase on eligible shows. This service is administered via a separate organisation: TicketPlan. Please check their terms and conditions when purchasing to make sure that it is suitable for you and note that this product is non-refundable.

Changing your plans? 

• Need to exchange your ticket? Tickets can be exchanged to any other date or show for a seat of the same value or higher (upon payment of the difference in value) up to 48 hours before the event. There is a £2 exchange fee per ticket.
• Reselling tickets privately for profit is not allowed. If we find that tickets have been resold in this way, they may be cancelled without refund.
• If the run of a show is sold out, we may offer a resale option. We’ll do our best to sell your ticket, but we can’t guarantee it. A 10% resale fee applies. 

Discounts and pricing 

• The ticket price will be the one set at the time your order is confirmed. All advertised prices include booking fees and a contribution to the Theatre Development Fund.
• We may change the prices of some of the tickets based on demand. Prices may go up or down but never in a substantial way. Bottom prices are never increased to ensure affordability. Once your tickets are in your basket, the price is locked in and will not change. Prices do not change during the Friends priority period. 
• Discounts only apply to full-price tickets and are limited to one per ticket.
• All concessions and discounts are subject to availability; they may be restricted to certain price levels and performances and can be withdrawn without notice. 
• Discounts cannot be applied retrospectively. 

Receiving your tickets 

• All tickets will be sent as e-tickets.
• You can also choose to have your tickets posted, if you book at least eight days in advance (print and postage fee: £2) or collect them from the theatre (please consider only using e-tickets to reduce our environmental impact). 
• Collecting tickets? Bring the payment card or booking confirmation email with you. If someone else is picking them up, please contact our box office first to let us know.  

Gift vouchers  

• Gift Vouchers can be used as full or part payment to buy tickets for any show in the Festival Theatre, King’s Theatre and Studio Theatre (excludes Edinburgh International Festival).  
• They can be used to buy tickets online, in person at the theatre, or over the phone.
• They cannot be used to purchase food, drink, programmes or merchandise.
• Gift Vouchers are valid for 2 years from the date of purchase. Once expired, any unused balance cannot be refunded.

3: Your visit to the theatre

Young children and babies:  

• For most shows, children under the age of 4 cannot be admitted to the auditorium, as loud sounds and special effects can be overwhelming for little ones.
• Babes- in-arms tickets (for babies under 12 months) are usually available for our young children’s shows and relaxed performances (please check the show website page). While they won’t have their own seat, they can enjoy the show while sitting on their carer’s lap. To book a babes-in-arms ticket for eligible shows, contact our box office team. 
• Everyone attending, no matter their age, will need their own ticket.  

Arriving on time 

• If you arrive late, we’ll do our best to get you in at a suitable break in the performance.
• No cameras, video recording, or phone use during the show—let’s keep the magic alive for everyone! 

Safety and security 

• We may need to conduct bag checks to keep everyone safe.
• Please be aware that our venues may sell products that contain nuts, seeds, gluten, lactose or other allergens.
• Our venue team reserves the right to ask any ticket holder to leave if their conduct does not abide to our code of conduct. 
• To protect performers and the experience of fellow audience members, recording or transmitting any audio, video, or images during a performance is strictly prohibited. Any unauthorized recordings may be deleted, and recording devices may be confiscated if used improperly. 

Alcohol sales and responsible service 

All our venues are licensed, and we are committed to serving alcohol responsibly in line with the Licensing (Scotland) Act 2005. 

• Please note that alcohol brought in from outside is not permitted. If we come across any, we’ll keep it and return it to you after the show
• We operate a Challenge 25 policy. If you look under 25, please be ready to show valid photo ID  
• Our team reserves the right to refuse alcohol sales when necessary. 

Ordering alcohol online 

• By placing an online order for alcohol, you confirm that you are 18 or older. 
• The person who made the purchase must collect the order in person and provide proof of age and identity. 

We appreciate your support and look forward to welcoming you to one of our theatres soon to share an extraordinary experience.

Our code of conduct

Our people 

At Capital Theatres, our aim is to share extraordinary live experiences with everyone. Whether you’re stepping into the Festival Theatre, the King’s Theatre, or Studio Theatre, we want you to feel welcome, included, and right at home. 

Our brilliant staff are at the heart of everything we do. They’re here to help, to welcome, and to make your visit memorable. We ask that every team member approaches their role with professionalism, respect, and care. 

And if we get something wrong? We’ll own it. We’ll listen to your concerns, say sorry, and do our best to put things right on the spot. 

A safe and respectful space for all 

Everyone deserves to feel safe and respected at our venues—including our team. 

We have a zero-tolerance approach to any behaviour that puts our staff at risk. This includes (but isn’t limited to): 

• Aggression or threats
• Disrespectful language
• Violence or intimidation
• Bullying
• Being under the influence of alcohol or drugs
• Discrimination of any kind
• Sexual harassment 

We reserve the right to ask anyone behaving inappropriately to leave. Our Duty Managers are responsible for making this call, and under licensing laws, they must ensure a safe and orderly environment. If someone refuses to leave when asked, we will involve the police. 

Enjoying the performance, together 

The magic of live theatre is something we all share. To help everyone get the most out of their visit, we ask that audiences consider those around them. 

We know different shows bring different vibes—what feels right at a rock musical might not be the same at a Shakespeare matinee. That said, some things can really disrupt the experience for others, including: 

• Chatting during the performance
• Using phones or devices (for calls, browsing, social media, etc.)
• Singing along (unless invited!)
• Frequent trips in and out of the auditorium
• Wearing large hats or blocking the view
• Noisy wrappers and snacks 

At the end of the show, however, feel free to express your appreciation in any way you like—stand up, cheer, and, if permitted, capture the curtain call with a photo or video!

Your feedback matters 

We value your feedback—every compliment, concern, and comment helps us improve. 

If something’s not quite right, we’d much rather know in the moment so we can fix it straight away. And if a conversation gets heated, we’ll take a pause and return to it when things have cooled down. 

Every piece of feedback is looked into carefully, and if we find areas where we can do better, we’ll take steps to improve. 

To share your experience at one of our theatres with us, get in touch.

When issues can’t be resolved 

If we fall short of the standards set out in this Code of Conduct, we’ll address it with the right people and take appropriate action—whether that’s more training, performance support, or disciplinary steps in line with our Employee Handbook. 

In cases where a member of our team is on the receiving end of inappropriate behaviour, we may: 

• Make a note on your customer record
• Ask you not to return for a period of time—or permanently
• Notify the police or take further action if a criminal offence has occurred 

We’re here to make sure everyone has a brilliant time—from the moment you arrive to the final curtain call. Let’s work together to keep our theatres safe, welcoming, and full of joy.