Welcome to Lighthouse .  Here are some of our most commonly asked questions.

If you have comments about how we can make your visit to Lighthouse more enjoyable, or if we can make our website more user friendly, please do let us know. Likewise if you’ve had a great night out at Lighthouse don’t forget to tell us!

Ticket Refund Protection.
Ticket Refund Protection via Secure My Booking is a product that you can opt in to for a small charge on top of your order, For more information on what is covered, please see Secure My Booking full terms and conditions.  Please be aware that Lighthouse does not manage Booking Protect and does not deal with any claims. To make a claim click here https://securemybooking.com/make-a-claim/uk/

 

Your Account

I’m having problems signing into my account?
Click on the ‘head and shoulders’ icon to the left of the ‘trolley’ icon located at the top of the website. If you have forgotten your password, please click on ‘Forgotten your password? Reset here’ and follow the instructions. You will be sent a link to your registered email address to reset your password.

How can I change my account details?
Click on the ‘head and shoulders’ icon to the left of the ‘trolley’ icon located at the top of the website and log in. Here you will be able to change account details and preferences.

How do I change my address details?
Click on the ‘head and shoulders’ icon to the left of the ‘trolley’ icon located at the top of the website and log in. Click on the ‘addresses’ tab and you will have the option to edit your address.

Can I go on the mailing list?
You can join the mailing list by creating an online account and selecting the mailing options and your data protection preference.

How do I manage my Data Protection Preferences
Click on the ‘head and shoulders’ icon to the left of the ‘trolley’ icon located at the top of the website and log in. Click on the ‘contact preferences’ tab and you will have the option to edit your marketing options.

Your Tickets

Agency Tickets
Agency Tickets are accepted on the basis the agent is acting on behalf of the customer and not for Lighthouse.

When will I receive my tickets in the post?
Your tickets will be posted to the billing address of the debit/credit card holder.  We aim to dispatch your tickets as soon as possible If you have not received them 5 days prior to the event, please contact us. All tickets are sent 2nd class unless otherwise specified.

NB: while Covid guidance is in place, any postal tickets will be sent a minimum of seven days prior to your event.  Please keep your confirmation of purchase safe.  You can also access your account online to check your purchases.

Can I exchange my tickets?
Tickets may be exchanged for a different performance of the same show. We require at least 24 hours’ notice, the original tickets and will charge an exchange fee of £1 per ticket

Tickets purchased are for personal use only. You may not re-sell, transfer or combine (or seek to re-sell, transfer or combine) tickets for commercial gain or profit to do so could result in your tickets being cancelled without refund. If we suspect that your ticket has been purchased fraudulently we may cancel your booking

What happens if I lose my tickets?

Don’t worry, if you’ve lost your tickets we can reprint them on the night of the show.  Please note there may be a charge for doing this.

What are your booking fees online, over the phone and in-person?
Prices published are inclusive of the booking fee. The booking fee is £1.75 for adult tickets £10 and over and £0.85 for adult tickets under £10.

What payment methods do you accept?
For the safety of our customers and staff, wherever possible we are encouraging contactless or card payments We accept most cards (excluding American Express), and company (not personal) cheques.

Do you accept National Theatre Tokens/Gift Vouchers?
Yes. Theatre Tokens is the largest voucher scheme in the theatre industry accepted across the UK at over 240 Theatres. They do not expire therefore can be redeemed anytime. They are available in denominations of £5 and over.

Do you sell Lighthouse gift vouchers?

We sell gift vouchers at the Ticket Office. These can be purchased for any amount and redeemed against any ticketed event.

Collecting your tickets (COBO)

We are encouraging our customers to purchase e-tickets or to receive them through the post. Just tick the correct box when purchasing your ticket to get your tickets instantly and print them at home/show them on your smart phone. This is in line with Government guidance to reduce contact time and to reduce queues at the counter and in the foyer. 

E- Tickets
For this option you will need access to a printer for a physical printout or a smart phone to display your ticket on screen. If you choose the e-ticket option your tickets will be delivered by email so you can print them at home. There is no additional charge for doing this. After you have booked you will receive a confirmation email, followed by a second email with a PDF attachment.  This PDF is your ticket and contains a unique barcode.  Please print this ticket  or have it ready on your phone.

We are introducing ticket scanners throughout the building.  If you have a E- ticket you can show the physical print out or open the PDF on your phone and have the barcode scanned.

Do you offer concessions/Discount for students, Seniors and others?
We offer a range of discounts on our shows including students, Seniors and under 18’s, groups, ‘Access to Leisure and Learning’, and ‘Live for £5’.  These vary by show and are available to view on the individual events page.

Students
Students and anyone in full time education are required to provide proof when collecting tickets.

Seniors

Seniors are anyone over the age of 60

What do age guidelines mean
Age guidelines are listed against as many events as possible to help you choose whether a performance is right for you, your family or group. The suggested minimum ages are recommendations only based on potential content and available information at the time of printing. If you are booking tickets for other people we ask you to take responsibility for whether a show is appropriate for everyone within your party. (Please note that anyone under 14 must be accompanied by an adult over 18, regardless of the age guideline on the production).

If you would like more details about any production, please contact the Ticket Office.

12+ Content may include themes and subjects of a more adult nature and/or occasional mild swearing.

14+ Content may include violent scenes, swearing, sexual innuendo and/or partial nudity.

16+ Content may include graphic scenes of violence, nudity, drugs imagery and/or prolific swearing.

18+ Content will contain scenes which may be disturbing and are unsuitable for children.

 

Cancellation, postponement and reschedule

Can I have a refund
Tickets cannot be exchanged or refunded after your purchase unless the performance is cancelled or rescheduled or where there is a material change to the programme of event.

What is a material change?
Its a change which, in our reasonable opinion, makes the event materially different to the event that purchasers of the ticket could reasonably expect. The use of understudies in a theatre performance shall not be a material change.

Will my booking fee, donation, Ticket Refund Protection be refunded?
Where a refund is sought due to cancellation, rescheduling or a significant change to the event, the refund will equal the 'event price' of the ticket but exclude the booking fee (commissions (cmsn)) or delivery fee and additional items including charitable donations and Ticket Refund Protection.Lighthouse pays a charge per ticket to our software providers to cover the cost of the system and in the event of a refund we do not get this charge back. 

What is Ticket Refund Protection.
Ticket Refund Protection via Secure My Booking is a product that you can opt in to for a small charge on top of your order, For more information on what is covered, please see Secure My Booking full terms and conditions.  Please be aware that Lighthouse does not manage Booking Protect and does not deal with any claims. To make a claim click here https://securemybooking.com/make-a-claim/uk/

What happens to my Ticket Refund Protection if my show is cancelled or moved?
If your show is cancelled or moved you can carry the protection over to the new booking at no extra cost. If you believe you have added it in error to your order (ie you have purchased more Ticket Refund Protections than the number of tickets purchased) you can receive a refund as long as it's within two days of the purchase. If the show you have booked is cancelled the insurance premium you have paid is not refundable.

What happens to my ticket if a show is postponed?
If your event is postponed your ticket will be valid for the rescheduled date. If you are unable to attend the rescheduled date you can obtain a refund of the event price of the ticket. In order to claim your refund, please apply in writing via email to ticketoffice@lighthousepoole.co.uk or in person to Lighthouse, 21 Kingland Road, Poole BH15 1UG enclosing your unused tickets. You must inform Lighthouse within 14 days of the date of notification of the cancelled event. In the event of a refund you will not be refunded the booking fee or the fulfilment fee.

Can you make my refund to a different payment card or person?
Refunds can 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. We can only refund the card that was originally used to pay. If your account is closed or you've had a replacement card and the refund still isn't appearing in your account after 15 days, please contact your card issuer.

What about my travel or accommodation costs?
Personal arrangements including travel, accommodation or hospitality relating to the event which have been arranged by you are at your own risk.

Miscellaneous

Can I bring my baby?
With the exception of some shows specifically aimed at young audiences, children under the age of 3 are not permitted into the Lighthouse auditoria out of consideration for other patrons and performing artists. Respectfully, we wish to remind you that it is the responsibility of the parent or guardian to remove the child or children from the auditorium should they become disruptive and cause a disturbance during the performance.

Can my toddler sit on my lap/when do I need to buy a ticket for a child?
For productions where children under the age of 3 are permitted into the auditorium, you will be required to purchase a ticket for them. Children aged 2 and over will require a standard ticket which will entitle them to a seat of their own. Booster seats are available to help little ones get a better view - just ask one of our Stewards when you arrive

Do you have baby changing facilities?
Baby changing facilities can be found in the ground and first floor toilets.

I’m going to be late, what can I do?
If you arrive late for the start of a performance or after an interval we appreciate that you will want to take your seat as soon as possible. We will do everything possible to assist. To limit disturbance to fellow audience members and artists we may have to ask you to wait until a suitable break in the performance. Occasionally this may not be possible once the performance has started.