Punchdrunk's The Burnt City - Official Site Terms & Conditions

Terms & Conditions


1.1. In these terms and conditions the following words shall have the meanings set out below:

“Third Party” means a party other than you and Punchdrunk Global LTD and PGL Woolwich.

1.2. The headings in these terms and conditions are for convenience only and shall not affect their interpretation.

1.3 “Venue” means Punchdrunk Global LTD / PGL Woolwich, Building 17, cartridge Place, Woolwich Arsenal, SE18 6ST

Event” means an event to be held at the Venue.

Management” means Punchdrunk Global LTD

Terms and Conditions” means these terms and conditions.

You” means you as the holder of the Ticket and “Your” shall be read accordingly.

Ticket” means any ticket for You to attend an Event.



2.1 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 Ticket(s) constitutes agreement of these Terms and Conditions. A valid Ticket must be produced to get into an Event. Please notify Us of any access requirements: at the time of booking. Removing any part of, altering or defacing the Ticket may invalidate Your Ticket.

2.2 It is Your responsibility to check Your Ticket(s) as mistakes cannot always be rectified after purchase. Please check your Ticket(s) on receipt carefully and contact us immediately if there is a mistake.

2.3 We will not be responsible for any Ticket that is lost, stolen or destroyed. The Management only accept responsibility for Tickets bought from one of its own managed sales points. Any queries regarding Tickets purchased from ticket agents must be directed back to the relevant agent.

2.4 Where a concession is claimed, proof of identity and concession entitlement (for example of age or residential status) may be required.

2.5 Any Ticket cannot be used for advertising, promotions, contests or sweepstakes, unless formal written permission is given by the Event Partner(s), provided that even if such consent is obtained, use of Our trademarks and other intellectual property is subject to Our prior consent.

2.6 You agree not to obtain or attempt to obtain any Ticket(s) through unauthorised use of any robot, spider or other automated device or any other illegal or unauthorised activity. We reserve the right to cancel any Ticket transaction which We reasonably suspect to have been made in breach of these provisions without any notice to You and any and all Ticket(s) purchased as part of such transaction will be void.

2.7 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.



3.1 The price of the Ticket shall be the price set at the time We accept Your order. All advertised prices are inclusive of any applicable taxes and per Ticket booking fee (where applicable).

3.2 No order will be accepted until We have received full payment in cleared funds. We reserve the right to cancel any booking which We reasonably suspect to have been made fraudulently

3.3 All concessions and discounts are subject to availability, they may be restricted to certain price levels and performances and can be withdrawn  without notice

3.4 Only one concession or discount is available per ticket.



4.1 We reserve the right to make alterations to the published Event programme where reasonably necessary. Where such alteration is a material change (as described in clause 5), You may request a refund in accordance with clause 5.



5.1 It is Your responsibility to ascertain whether an Event has been cancelled or re-scheduled and the date and time of any re-scheduled Event. Where an Event is cancelled or re-scheduled, We will use Our reasonable endeavours to notify You using the details You provided Us with at the time of ordering. We do not guarantee that You will be informed of such cancellation before the date of the Event.

5.2 It is Your responsibility to inform Us of any change to the contact address, telephone number or email address You provide Us with at the time of ordering.



6.1 Except where We offer an applicable Ticket exchange or resale facility, Ticket(s) cannot be exchanged, cancelled or refunded after purchase (except pursuant to clause 6). If a resale facility is available, resale of these Ticket(s) cannot be guaranteed and is subject to a per ticket administrative charge.

6.2 Where an Event is cancelled or rescheduled (subject to clause 6 and this clause) by the Venue or Promoter, where an Event is cancelled or rescheduled due to circumstances beyond Our control, or where there is a material change to the programme of the Event, You may request a refund from Us in accordance with this clause.

6.3 A ‘material’ change to the programme of the Event is a change which, in Our reasonable opinion, makes the Event materially different to the Event that purchasers of the Ticket, taken generally, could reasonably expect. A change of cast or the use of understudies in a theatre performance shall not be a material change.

6.4 Where such a refund is sought due to cancellation, rescheduling or a material change to the programme of the Event, You must bring this to Our attention as soon as possible upon becoming aware of such material change, cancellation or where the Event has been rescheduled, prior to the rescheduled Event. The refund for Ticket(s) equals the price paid by You to Us for such Ticket, excluding the per Ticket booking fee.

6.5 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.

6.6 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, or the Competition and Markets Authority.



7.1 Personal arrangements including travel, accommodation or hospitality relating to the Event which have been arranged by You are at your own risk. Unless otherwise stated in our Terms and Conditions, Our liability to You in connection with the Event (including, but not limited to, in the event of cancellation, rescheduling or material change to the programme of the Event) shall be limited to the Ticket price paid by You excluding the per Ticket booking fee.

7.2 We will not be responsible for any loss, injury or damage to any person (including You) or property howsoever caused (a) in any circumstances where there is no breach of a legal duty of care owed by Us; (b)in circumstances where such loss or damage is not a reasonably foreseeable result of any such breach (save for death or personal injury resulting from Our negligence); or (c) to the extent that any increase in any loss or damage results from breach by You of any of these Terms and Conditions.

7.3 Nothing in these Terms and Conditions seeks to exclude or limit Our or the liability for death or personal injury caused by Our negligence, fraud or other type of liability which cannot by law be excluded or limited.



8.1 Should you have any queries or complaints relating to your ticket purchase please contact our customer service team by submitting a request to [email protected]. We will acknowledge all customer correspondence within 24 hours.



9.1 Tickets you purchase are for personal use. Except as we may agree, you and your party must not re-sell or transfer (or seek to re-sell or transfer) the tickets in breach of the applicable terms. A breach of this condition will entitle Management to cancel the tickets without prior notification, refund, compensation or liability. 

9.2 Tickets are personal revocable licences and shall at all times remain the property of the Management and subject to these Terms and Conditions.  If a Ticket is re-sold, transferred or advertised for profit or commercial gain by anyone other than the Management or an authorised sub-agent, it will be void and You will be refused entry to, or ejected from, the Venue without refund. You may not re-sell or transfer a Ticket if You are doing so in the course of business. You are deemed to be selling or transferring in the course of business if the Management reasonably believes that You are doing so. The Management may reasonably consider that a Ticket is being resold in the course of business including without limitation: if You frequently advertise or offer tickets for resale; or where the Management reasonably considers that a Ticket offered for resale has originally been purchased with the specific intention of offering it for resale for profit and with no intention of You attending the Event.  If You offer a Ticket for sale for profit on an authorised Ticket exchange before the Event the Management may consider it to be a business transaction by taking other factors into consideration, including, without limitation: the number of tickets being sold by You; any evidence that You or the person You bought the Ticket for cannot attend the Event for genuine reasons; and whether any third party business not authorised by the Management will benefit financially from the resale of the Ticket. Re-selling a Ticket for profit means any re-sale that seeks a price higher than the face value of the Ticket and the relevant booking and/or handling fee that You paid for the Ticket.



Warning – Prolonged exposure to loud noise may cause damage to Your hearing. 

 10.1 The unauthorised use of equipment for photographing, recording or transmitting (by digital or other means) any audio, visual or audio-visual material within the Venue is strictly forbidden. Unauthorised recordings, tapes, films or similar items may be confiscated and destroyed by the Management.  Any recording made of an Event in breach of these conditions shall belong to the Management and You agree to assign any and all rights in the recording to the Management. 

10.2 By attending an Event, You give Your express consent to Your actual or simulated likeness to be included within any film, photograph, audio and/or audiovisual recording to be exploited in any and all media for any purpose at any time throughout the world. This includes filming by the police or security staff which may be carried out for the security of customers.

10.3 Management reserves the right to conduct security checks which may include bag searches and confiscate any item which in the opinion of the Management may cause danger or disruption to other persons at the Venue or the Event or is one of the items not permitted into the Venue as listed in these Terms and Conditions. You shall not bring all or any of the following into the Venue: Your own food and drink; bottles, cans or glass containers; any item which the Management considers could be used as a weapon (including sharp or pointed objects such as knives); and illegal substances. Alcohol may not be bought into the Venue and when purchased on the premises may only be consumed in the public bar and other authorised areas. Smoking within the Venue including e-cigarettes is strictly prohibited.

10.4 You must comply with any and all instructions given to You by the Management and/or all Venue stewards and staff and with all Venue regulations.  The Management reserves the right to restrict access to parts of the Venue.

10.5 If You have any special requirements or concerns about any special effects (for example lighting or sound effects) which may be featured at the Event, prior notice should be provided when ordering the Tickets.

10.6 You shall not bring into the Venue or display or distribute (whether for free or not) at the Event any sponsorship, promotional or marketing materials.

10.7 Management reserves the right to refuse You entry to and/or eject You from the Event and /or Venue in reasonable circumstances including without limitation for health and safety or licencing reasons; if You behave in a manner which has or is likely to affect the enjoyment of other persons at the Event; if you use threatening, abusive or insulting words or mannerisms; if, in the Management’s reasonable opinion, You are acting under the influence of alcohol or drugs; if you fail when required, to produce proof of identity or age; if You refuse to comply with security searches; if You breach these Terms; or if Your ticket is void. If You are refused entry and/or ejected from the Event and/or Venue, You are not entitled to a refund for any Tickets and/or any items purchased at the Venue.



11.1 Punchdrunk Global LTD and PGL Woolwich’s website is for your own personal and non-commercial use. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer or sell any information obtained from this website.

11.2 All contents of this website, including any software, are protected by intellectual property rights and other related rights. No part of this website may be reproduced in any form (electronically or otherwise) without the prior consent of Punchdrunk Global LTD and PGL Woolwich.

11.3 You are not permitted to link to or use all or any part of Punchdrunk Global LTD and PGL Woolwich’s website for any reason which is unlawful, defamatory, harmful obscene or objectionable and, in particular, you are not permitted to transmit anything which, in Punchdrunk Global LTD and PGL Woolwich’s opinion, harms its business or in any way offends other users or persons.

11.4 You are also not permitted to alter Punchdrunk Global LTD and PGL Woolwich’s website in any way or post onto or transmit to Punchdrunk Global LTD and PGL Woolwich’s website, any material containing software viruses or files which may damage or disrupt the good working order of computer or telecommunications equipment.

11.5 Punchdrunk Global LTD and PGL Woolwich reserves the right to refuse or remove anything which is transmitted via or posted on Punchdrunk Global LTD and PGL Woolwich’s website and which, in Punchdrunk Global LTD and PGL Woolwich’s opinion, is objectionable or does not comply with these terms and conditions. Punchdrunk Global LTD and PGL Woolwich shall not in any way be liable for such actions.

11.6 Punchdrunk Global LTD and PGL Woolwich may record, preserve, trace and disclose anything which has been transmitted to, from or via Punchdrunk Global LTD and PGL Woolwich’s website, where required by law or where Punchdrunk Global LTD and PGL Woolwich is acting in good faith.



12.1 Punchdrunk Global LTD and PGL Woolwich’s website may contain hyperlinks to websites operated by parties other than Punchdrunk Global LTD and PGL Woolwich. The operation of such websites is outside Punchdrunk Global LTD and PGL Woolwich’s control and you proceed at your own risk. Punchdrunk Global LTD and PGL Woolwich does not endorse or sponsor and is not liable for the products, services or content you access through any linked site.



13.1 Punchdrunk Global LTD and PGL Woolwich will collect, use, store and disclose your personal details in accordance with our Privacy Policy.



14.1 If you need to contact Punchdrunk Global LTD and PGL Woolwich, or if you wish to complain about your experience using the Punchdrunk Global LTD and PGL Woolwich website, you can do so using any of the following methods:

Telephone: +44 (0)208 191 0100

Letter:  Punchdrunk Global LTD / PGL Woolwich, Building 17, Cartridge Place, Woolwich Arsenal, SE18 6ST



15.1 All the terms of any Contract are contained or are referred to within these terms and conditions.



16.1 If any part of these terms and conditions are not enforceable then this will not affect the enforceability of any other part.



17.1 These terms and conditions and any Contract concluded incorporating these terms and conditions shall be governed by English Law and all disputes shall be submitted to the nonexclusive jurisdiction of the English Courts.


Management reserves the right to alter or amend these terms and conditions without prior notification and you will abide by such amended terms and conditions. It is your responsibility to check the website for the latest terms and conditions.