You undertake that all details provided to us for the purpose of booking, ordering or purchasing tickets, goods or services are correct, that the credit or debit card you are using is your own and that there are sufficient funds to cover the cost of the tickets, product or service. If there are any changes to the details supplied it is your responsibility to inform us of those changes.

All tickets and any discounts are offered subject to availability at the time of booking.
We will send confirmation that we have received of your order by e-mail, but please note that this does not guarantee the ticket sale.

Credit and debit card sales will be encrypted

Tickets purchased from B:Music Ltd cannot be resold for commercial gain. We may cancel tickets and refuse entry if we have reason to believe this condition has not been respected. Customer accounts may also be suspended.

Refunds will only be given if a performance is cancelled or rescheduled. Tickets are not transferable to another concert or event unless you are advised otherwise and you may be charged a fee. Refunds are limited to the value of the booking and will be issued to either the original payment method or cheque.

All prices set are advertised inclusive of any applicable taxes and per ticket commissions.

The ticket purchase price breakdown is as follows:
Face Value: The ticket face value price is always set by our clients (promoters)

Commission: This fee contributes to our ticketing system, ticket sales and fulfilment costs. Alongside other income streams e.g. commercial hires, bars and hospitality, it helps us to stay an effective business, which in turn, allows us to reinvest in B:Music Ltd (charity no. 1053937) and the services we provide.

Tickets currently purchased from B:Music Ltd, the music charity responsible for Town Hall and Symphony Hall are sold at a price inclusive of £1-£5 per ticket commission, unless stated otherwise. Exceptions include: concert packages for CBSO, Ex Cathedra and other classical seasons, and tickets with a value of £15 or less. (These exceptions may incur a £2 postage charge.)

Customers who book a wheelchair space will also only pay £1-£5 per ticket commission for the ticket they purchase and nothing for any free carer ticket.

Where the customers chooses postage there will be a standard fee of £2 per order.

Please take care of your tickets, as we may not be able to issue duplicates. You will be charged for duplicate tickets.

Promotional codes and special offers cannot be applied to tickets that have been already booked.

Please check your tickets carefully, as mistakes cannot always be rectified.

Every member of the audience over the age of 18 months must possess a valid ticket. (It is fine for older children to sit on the lap of an adult, however if they are over 18 months old they still require a ticket.)

Where proof of concession is required, such as student card, we ask that ticket holders arrive as early as possible to collect tickets to avoid delay into the event

Tickets that have been altered or defaced will be deemed invalid and you may be refused entry.

We reserve the right to alter the location of your seat without prior notice. Should this be necessary we will reimburse any reduction in value between your original seat and your new location.

Patrons can only have commission waived on bookings where a maximum of 5 tickets per show are purchased. Otherwise, this will be classed as a Group Booking and the Group Standard £1 per ticket commission will be charged.

Our stewards will make every effort to admit latecomers at a suitable break in the performance, however the duration in which they may be held back will vary depending on the show and we cannot always guarantee entry.

The use of mobile phones is restricted - please see on site signage for details

We may, on occasion, conduct security searches.

We reserve the right to refuse admission or to remove audience members from the premises at our discretion without any right to a refund (if applicable) including, for example, where we consider your presence or behaviour may affect the enjoyment, safety and/or wellbeing of other customers or our staff. In particular, but without limit, violent, aggressive, threatening, abusive, discriminatory, derogatory or insulting behaviour will not be tolerated

Please take care of all personal property brought into the building.

No bottles are permitted in the auditorium other than plastic bottles containing water.

We do not permit unauthorised use of cameras and recording equipment within the auditorium and foyers - please see on site signage for details

Animals other than Guide Dogs and Assistance Dogs are not allowed in the auditorium.
Unauthorised trading within the buildings is not allowed.

The entire building is a non-smoking area.

Under 16s must be accompanied by an adult. Please note that B:Music Ltd, the music charity responsible for Town Hall and Symphony Hall cannot be held responsible for your children when unaccompanied by an adult.

Please Note
Official merchandise will only be available inside the building.

We recommend that you double check details of the performance details before you travel as they may be subject to change.

As a member of the audience you may be filmed, photographed or recorded for broadcasts, security or health and safety reasons.

If you have complaints relating to any aspect of the performance please contact the Duty Manager as soon as possible, preferably before the performance or during the event – any of the Stewards in the Hall will be able to find the Duty Manager for you.

B:Music Ltd, The NEC Group and third parties may carry out general filming and sound recording in or around Town Hall, Symphony Hall and The ICC. Purchase of a ticket signifies your consent to being included in and to the exploitation of such films and recordings without any rights for payment.

B:Music Memberships and Patron Memberships are non-refundable. There is a 14-day cooling-off period from the date of purchase/renewal, that you may request to cancel and receive a full refund. If you have used priority booking to purchase tickets, or any other benefit during this period, you will not be entitled to a refund and your Membership will not be cancelled. If you wish to cancel your Membership, please email your request to development@bmusic.co.uk.

All names and contact details will be stored on a secure database so that we can send you information and offers relating to B:Music Ltd, which may occasionally include additional fundraising activities. Any information we collect from you will be used in accordance with, the Privacy and Electronic Communications Regulations 2003 (PECR), the Data Protection Act 1998 (DPA) and any replacement laws, and from May 2018, the General Data Protection Regulation (GDPR). You can view our Data Promise on our website.

If you selected 'Auto-renew' when purchasing your Membership, you will receive an automated email the month before your Membership expires letting you know that your Membership will automatically renew on the expiry date, and your stored card will be charged. If you do not wish to renew automatically, you can cancel your auto-renew at anytime by simply unticking 'Auto-renew' under ‘Memberships’ in your account on our website, or email us directly at development@bmusic.co.uk.

We will use email to communicate upcoming events and Membership information, as this is the quickest and most convenient form of correspondence.

Members and Patrons are responsible for providing accurate contact details and making us aware if you wish to stop receiving email notifications.

Membership is non-transferable and all benefits can only be used by the named Member.

The current benefits are listed on our website and in email correspondence to Members and Patrons. Please note, benefits are subject to change.

Patrons can only have commission waived on bookings where a maximum of 5 tickets per show are purchased. Otherwise, this will be classed as a Group Booking and the Group Standard £1.00 per ticket commission will be charged.

All discount codes and the Q-Park link disclosed to Members are exclusive to B:Music Members only and should not be shared, or used, by anyone who is not a B:Music Member. As a B:Music Member, you are agreeing to not share this link or discount codes. Anyone in breach of this will have their Membership revoked with no refund.

B:Music Ltd and any third party involved reserve the right to cancel these offers at any time.

The Q-Park link and discount codes included in email correspondence will not be available on B:Music's website.

Priority booking applies to the majority of shows, however B:Music and show promoters reserve the right to exclude priority booking at their discretion.

Tickets purchased using priority booking are subject to our standard ticket return policy.

All offers are subject to availability.

B:Music Ltd reserves the right to refuse or terminate Membership at any time. Should this occur, fees are non-refundable except in extreme circumstances.

Members may be asked to provide proof of valid Membership status when claiming benefits within our venues (Symphony Hall & Town Hall). This can simply be demonstrated by logging into your account on your digital device or by presenting an email purchase/renewal confirmation. Failure to provide valid Membership status may result in refusal of benefit.

If Members do not have access to a digital device or a copy of their email purchase/renewal confirmation, please contact boxoffice@bmusic.co.uk prior to your visit for a copy to be sent via email, that you may wish to print and present.

Q-Park

American Express cards accepted.

You can only park in the car park you've pre-booked - entrance to other Q-Parks will not be granted and would require a new booking or incur additional fees on the day.

You can park up to 12 hours, from 12pm-12am any day of the week for just £5.90. You can, of course, park outside of these hours but additional fees will be incurred that you will pay at the exit barrier when leaving.

Please ensure the vehicle parking in Q-Park is the vehicle you registered when pre-booking, otherwise the ANPR system will not recognize your registration and your booking may be invalid with no refund offered.

Please note, the Q-Park Members' link will not be featured on the B:Music website and is exclusive to B:Music Members only.

The Grand Hotel

Offer only valid on hotel rooms Sunday to Thursday night. Friday and Saturday nights are excluded from offer.

B:Music Members and Patrons must provide valid Membership status with expiry date when ‘checking-in’ to The Grand Hotel.

The Grand Hotel reserves the right to not refund any B:Music Members who cannot provide proof of valid Membership upon check-in.

Student Memberships

Students can complete this form and register their ID to be eligible for student rates on selected shows.

You will be charged the chosen donation amount, plus one message at your standard network rate.

B:Music will receive 100% of your donation less processing fees. You can provide consent for B:Music to claim an additional 25% tax benefit known as GiftAid on your donation by following the link provided.

• Your data will be stored within a secure donor database.

• You must have the bill payers’ permission to use this service.

• If you have any questions or would like to increase your support or change your contact preferences, please contact the Development team at development@bmusic.co.uk

Gift Aid: Increasing the Value of Your Donation As a registered charity, B:Music Ltd can claim Gift Aid on your donations (excluding Membership) – an additional 25p for every £1 donated, at no extra cost you! In the last financial year B:Music Ltd raised a further £15,000 from Gift Aid. So, if you are a UK tax payer and you haven’t already done so, please help make your donations go that extra mile by completing a Gift Aid declaration next time you donate to B:Music. Your declaration can cover all eligible donations that you have made in the last four years. Also, if you pay income tax at the higher rate, you can claim further tax relief in your tax return. To find our more information about whether you qualify for Gift Aid, please email the Development Team at development@bmusic.co.uk.

Full B:Lucky Lottery Terms and Conditions

£5 enters you into the B:Music B:Lucky lottery in which the winner will win a bumper prize. All

participants must be 18+ and be a resident in Great Britain. Proceeds from the lottery will support

B:Music’s charitable work, providing creative opportunities for thousands of people, helping us

commission and produce world-class shows and fund the maintenance of our world-class buildings.

Entering the competition

To enter the B:Music lottery, you must purchase at least one ticket for the lottery. Entry to the lottery is online only and your ticket is only valid if bought directly from the B:Music; we do not sell lottery tickets through third-parties.

You will receive a digital ticket via email after purchasing your ticket. Your digital ticket will include

the ticket price, name and address of the person responsible for the promotion of the lottery, date

of the draw, and the name of the society which the lottery is supporting (B:Music Ltd).

There is a maximum of 30 tickets per person.

B:Music lottery tickets cannot be purchased by B:Music Staff, Directors or Trustees, or any other

person who may have the ability to influence the result of the lottery, or who is aged under 18.

Selecting the winner

All ticket numbers will be put into an independent randomizer and a random ticket will be selected as the winner. B:Music will then notify by email the owner of the winning ticket, who will have 5 working days to respond by email.

If there is no response after 5 working days, B:Music will select another winning ticket through the same process. This process will continue until the prize has been claimed.

Claiming prizes

Once B:Music has notified the winner by email that they have won the lottery, the winner will need to confirm their age by showing a valid photo ID via a Microsoft Teams call with a member of B:Music staff.

Prizes containing alcohol will only be given to those who can verify their age in line with the Licensing Act 2003.

B:Music will ask you for your name and address, which will be shared with third parties where necessary for the sole purpose of fulfilling the promotion.

The winner cannot sell, gift, or transfer prizes without written consent from B:Music, the Lottery prize donor(s) and any other parties that are involved with prize fulfilment. B:Music reserves the right to revoke prizes that are transferred without previously stated written consent.

Prize gig tickets of the winner’s choice to gigs at B:Music venues Symphony Hall and Town Hall, over a year period. Tickets must be booked at least 4 weeks in advance and once booked, standard B:Music Ticket Terms and Conditions apply. CBSO and Ex Cathedra concerts excluded

Responsibility

B:Music is committed to ensuring that all its lottery activity is operated in a secure, fair and socially responsible way and to endorsing responsible gambling amongst its supporters.

This guidance has been created to ensure that our lottery activity is in line with the regulatory framework set out by the Gambling Act 2005 by:

• Preventing gambling from being a source of crime and disorder, being associated with crime and disorder, or being used to support crime
• Ensuring that gambling is conducted in a fair and open way
• Protecting children, problem gamblers and other vulnerable persons from being harmed or exploited by gambling

Insofar as permitted by law, the Promoter, its agents, prize donors and distributors will not in any circumstances be responsible or liable to compensate the winners or accept any liability for any loss, damage, personal injury or death occurring as a result of entering or taking up the Prize. Nothing in this clause shall limit the Promoter’s liability in respect of; (a) death or personal injury arising out of its own negligence; or (b) liability arising out of the Promoter’s fraud.

All prizes containing alcohol should be consumed responsibly. Please visit www.drinkaware.co.uk for further information.

Policy and procedure on fair and open draws

The terms and conditions of the lottery are fair

Participants have access to the terms and conditions (including information on prizes) of the lottery prior to purchasing a chance to win

Any promotional materials for the lottery are clear and not misleading, and all advertising for the lottery complies with the advertising code of practice applicable to the form and media the advert is in. The principles in these codes should also be applied to all forms and media not explicitly covered by the advertising codes as if they were

Entry is open to all residents of Great Britain over the age of 18 (including B:Music volunteers) but excludes: B:Music Trustees or Directors; or B:Music employees or third parties each directly involved in the administration or management of B:Music lotteries, with the ability to influence lottery results, or persons under the age of 18. Entry costs £5 per ticket

B:Music volunteers or any third party may only participate in the lottery if they are not involved in the organisation, management or running of the activity

Draws are conducted at random using either a random number generator or if this is not possible, using a blind draw

B:Music has a complaints procedure in place for its lotteries below

A record is kept of all ticket sales

Players queries, complaints and disputes procedure

A ‘complaint’ means a complaint about any aspect of the conduct of the licensed activities, and a ‘dispute’ is any complaint which:
is not resolved at the first stage of the complaints procedure; and
relates to the outcome of the complainant’s gambling transaction

Staff must ensure that:

• customers are told which inbox to email and/or telephone number to call

• customers are given a copy of the complaints procedure upon request

• all complaints are handled in accordance with the procedure

Complaints should if possible be investigated and resolved within 10 working days. If an investigation is likely to take longer the complainant will be notified with a proposed timescale, aiming to resolve the complaint within a maximum of 25 working days

A note is added to the complainant’s account on receipt of the written complaint. The complainant’s contact information, details of the member of staff who investigated the written complaint, the nature of the complaint and how the complaint was investigated and resolved are recorded in the note.

If the complainant is unhappy with the resolution of the complaint, the decision will be elevated to senior B:Music staff who will reconsider the decision and who will contact the complainant within 10 working days

If the complainant is still not satisfied, they should contact the Fundraising Standards Board (www.frsb.org.uk) within one month of the decision. The Fundraising Standards Board will consider the complaint in the light of the Fundraising Promise, and the Institute of Fundraising’s Code of Fundraising Practice. The Fundraising Standards Board’s decision will be final.

Protection of children and the vulnerable procedure

B:Music is committed to ensuring that its own staff understand their responsibilities for preventing underage gambling, returning stakes and not paying prizes to underage customers.

Persons under the age of 18 may not purchase B:Music lottery tickets

B:Music has the following procedures in place to prevent under age players from participating in any lotteries that B:Music promotes:

• On all data used by B:Music, all persons known to be under 18 years of age are excluded from the list before being supplied for the use of our lotteries.

• Where possible, B:Music checks its database to ensure persons are above the legal age limit before data is supplied for the use of a lottery.

• Details of the minimum age to play are clearly stated in all lottery advertising and at points of purchase

• All participants must legally confirm that they are over the age of 18 (or any other age limit stated in the terms and conditions of a specific lottery) before they may purchase a lottery ticket

Prizes may not be given to any person under the age of 18 or any other age limit stated in the terms and conditions of a specific lottery

Any player who provides dishonest information regarding their age automatically forfeits the right to any prize

In the event of a request from a vulnerable person’s carer to cease lottery promotion, their details will be suppressed immediately within B:Music’s database.

Responsible gambling and problem gambling procedure

The following procedures have been put in place by B:Music to encourage people to gamble responsibly and to seek help should gambling develop into a problem.

GamCare is a UK based Charity that offers help and advice on gambling. Their helpline number is 0808 8020 133 and website is www.gamcare.org.uk.

B:Music will interact with a supporter where a concern arises that their behaviour may indicate problem gambling. If applicable, B:Music will provide individuals with information on gambling support organisations. The appropriate level of management to initiate this type of customer interaction is the named Promoter of the lottery. The type of behaviour that may trigger customer interaction could include the purchase of a very large number (for example 100) of tickets. In these circumstances there will be consideration of whether to refuse to sell lottery tickets to the supporter.

Restrictions are in place regarding the number of tickets that can be allocated to an individual. The maximum is thirty tickets per person.

Players, or carers of a vulnerable person, can request self-exclusion from our database for further lottery mailings. The exclusion will be valid for a minimum of 6 months and cannot be reinstated during this time.

B:Music shall take steps to remove the name and details of a self-excluded individual from any marketing databases relating to the lottery used by the charity (or otherwise flag that person as an individual to whom lottery marketing material must not be sent), within two working days of receiving the completed self-exclusion notification

If at the end of the period chosen by the customer (and at least six months later), the self-exclusion remains in place, unless the customer takes positive action in order to gamble again, no lottery marketing material will be sent to the individual unless the individual has taken positive action in order to gamble again, and has agreed to accept such material

Gambling responsibly and problem gamblers information

B:Music is committed to contributing to public education on the risks of gambling and how to gamble safely. The majority of people do gamble responsibly.

The following information is in place to help you to gamble responsibly:

• You’re buying fun, not investing your money

• Set strict limits on how much time and money you’re willing to spend

• Only gamble with money you can afford to lose

For some, however, gambling can become a problem. If you are concerned about the amount you are gambling, (or you are concerned for a friend or relative) then the following questions may help give you some guidance:

• Have you been criticised for your gambling?

• Have you lied to cover up the financial amount or the time you have spent gambling?

• Do arguments, stressful situations or disappointments make you want to gamble?

• Do you gamble alone for long periods?

• Do you stay away from work or college to gamble?

• Do you gamble to escape from a boring or unhappy life?

• Are you reluctant to spend ‘gambling money’ on anything else?

• Have you lost interest in your family, friends or pastimes due to gambling?

• If you lose, do you feel you must try to win back your losses as soon as possible?

• When you run out of money while gambling, do you feel lost and in despair, and feel the need to gamble again as soon as possible?

• Do you gamble until your last penny is gone?

• Have you lied, stolen or borrowed just to get money to gamble or to pay gambling debts?

• Does your gambling ever make you feel depressed or even suicidal?

If you feel you are answering ‘yes’ to the majority of the questions above, then it is likely a gambling problem exists. Sometimes just telling someone about your concerns can be a relief and the first step toward dealing with your problem.

For friendly and helpful advice from trained counsellors you can call GamCare’s helpline on 0808 8020 133, open 24 hours a day, or visit GamCare’s website www.gamcare.org.uk for more information and advice.

Gift vouchers can be used for all transactions through the Town Hall and Symphony Hall box office, including fees (where applicable) and donations.

• Town Hall and Symphony Hall are managed by B:Music Ltd
• B:Music Ltd is a Registered Charity No 1053937. Registered in England No 3169600. Registered Office: Symphony Hall, Broad Street, Birmingham, UK, B1 2EA.
• B:Music Ltd acts as an Agent on its own behalf and on behalf of show promoters and accepts vouchers as payment for tickets on sale through the B:Music Box office.
• Some promoters may not sell some or all of their tickets through B:Music Ltd, in which case vouchers cannot be accepted.
• Vouchers may be redeemed in person at the Town Hall and Symphony Hall Box office, over the phone or online at bmusic.co.uk
• Vouchers may be used as whole or in part payment for tickets to the value indicated on the voucher.
• Vouchers cannot be exchanged for other goods or cash or be applied to the payment of tickets already purchased.
• Vouchers cannot be refunded.
• Tickets are sold subject to availability at the time of booking.
• Voucher valid up to 24 months from original date issued; this date cannot be extended.
• Once the redemption code on the voucher has been used, the voucher is invalid and cannot be used again.
• If the voucher value is greater than the purchase amount, surplus funds will be credited to the account of the person redeeming the voucher.
• B:Music Ltd reserves the right to restrict the use of vouchers in the event of exceptional circumstances. This does not affect your statutory rights.
• If you have any queries, please contact the Box Office on 0121 780 3333.

We attempt to ensure that the information available on the web site at any one time is accurate. We do not accept liability for any errors and/or omissions and reserve the right to change any of the information found at this site at any time without notice. Regrettably, we are unable to accept responsibility for personal property brought into Town Hall, Symphony Hall and The ICC. We do not accept liability for any indirect or consequential loss arising out of the use of or the inability to use the website or for any products or services purchased from the website. We will only be liable for direct loss (save in the case of death or personal injury in respect of which there is no limit) up to a maximum total of the price of the product or service purchased. This liability section only applies to the extent permitted by law.

Every purchase you make shall be deemed performed in England. English law shall govern every aspect of contractual agreement concerning purchases made from us.

These terms contain the entire agreement between you and B:Music Ltd relating to your purchase. The invalidity or enforceability of any term shall not affect the validity or enforceability of any of the other terms.