Legal & Privacy

This page brings together the Alhambra Theatre’s public legal documents in one place. Each section can be linked to directly.

• General Terms & Conditions — venue rules, ticketing terms, refunds and admission
• Order to Seat Terms & Conditions — drinks ordered in advance, collection and delivery
• Privacy Policy — what we collect, why, and your rights

Alcohol, Vaping & Prohibited Items

The Alhambra Theatre is a licensed venue and patrons are not allowed to bring their own alcohol onto the premises. Any alcohol found during bag checks and security will be disposed of. If you conceal alcohol during security checks we may refuse to admit you.

Vaping is not permitted inside the Theatre, just as there is no smoking permitted inside.

Only small bags are permitted inside of the venue and will be subject to a search upon entry.

Laser pens, dogs (except Guide Dogs) and patron’s own food and drink are also prohibited. Patrons breaching this regulation may be ejected from the venue. Patrons found to be using illegal substances on the premises will be immediately ejected and the police called. No refunds will be offered.

Conduct & Zero Tolerance Policy

Tickets are issued subject to the following Venue Rules and Regulations.

The Alhambra Theatre operates a Zero Tolerance Policy. We will not tolerate any verbal abuse of our staff or stewards, and reserve the right to eject from the premises (either Theatre, Offices or Box Office) those whose conduct is deemed to be unacceptable or inappropriate. Behaviour likely to cause damage, nuisance or injury will entitle the venue to impose a bar if appropriate.

Buying Your Tickets

It is your responsibility to check your tickets, as mistakes cannot always be rectified later. The venue is not responsible for mistakes made by Ticketmaster or any other ticket merchant who sells on our behalf.

Unlawful resale (or attempted unlawful resale) of a ticket (including tickets sold on eBay) is grounds for seizure or cancellation of that ticket without refund or any other compensation.

The ticket holder has a right only to a seat of a value corresponding to that stated on the ticket. The venue or event partner reserves the right to provide alternative seats to those specified on the ticket for operational reasons. We would appreciate your cooperation in order to ensure the smooth running of the event.

Tickets may be restricted to a maximum number per person. We reserve the right to refuse to sell tickets to patrons whom we believe to be in breach of this rule.

Cancellations, Refunds & Exchanges

Tickets cannot be exchanged nor monies refunded after purchase except in the event of cancellation. It is your responsibility to ascertain whether an event has been cancelled and the date and time of any rearranged event. If an event is cancelled or rescheduled, we will use all reasonable endeavours to notify ticket holders once we have received the relevant authorisation from the event partner. We cannot guarantee that ticket holders will be informed of such cancellation before the date of the event.

Unless otherwise indicated in relation to a particular event, if a performance is cancelled, ticket holders will be offered seats at any rescheduled performance (subject to availability) up to the face value of the tickets, or, if the ticket holder is unable to attend the rescheduled performance or if the performance is not rescheduled, a refund.

Tickets must be returned to the venue in order to process a refund.

Admission, Age Restrictions & Children

Every effort to admit latecomers will be made at a suitable break in the performance, but admission cannot always be guaranteed. We define ‘latecomers’ as those who arrive after clearance for the show to begin has been given.

Please check show listings or artist websites for any age restrictions. The Alhambra cannot accept responsibility for any show content. Ticket purchases for children under 18 are at parental discretion.

Children under the age of 14 must be accompanied by a responsible adult. The Alhambra Theatre accepts no responsibility for children left unaccompanied in the theatre.

Programme Changes & Liability

Tickets are sold subject to the venue or event partner’s right to alter or vary the programme without notice due to events or circumstances beyond its reasonable control without being obliged to refund monies or exchange tickets. Delays to the scheduled start time of an event that are out with the venue’s control do not constitute grounds for a refund. Neither the venue, our event partners nor ticketing agents shall have any further liability beyond the face value of the ticket purchased.

Recording & Photography

Ticket holders consent to filming and sound recording as members of the audience. The unauthorised use of photographic and recording equipment is prohibited. Patrons breaching this regulation may be ejected from the venue.

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 recording equipment, recordings, tapes, films or similar items may be confiscated and destroyed or deleted. Any recording made of an Event in breach of these conditions shall belong to the Event Partner(s). The Event Partner(s) and Venue will not be liable for any loss, theft or damage to confiscated items.

Lost & Stolen Property

We will not be responsible for any tickets that are lost or stolen. Tickets should be treated in the same manner as the cash that is equivalent to their face value. We accept no responsibility for personal property.

We will make every reasonable effort to reunite people with property that has been found at the theatre, but we do not accept liability for any items which have been left or lost at the theatre.

If you have lost any items at the Alhambra, please contact the main Alhambra box office for further information. Please bear in mind that sometimes items may not be found for a few days, especially smaller items.

Please note that any items which are left unclaimed for more than 8 weeks will be disposed of.

Service Charges & Booking Fees

Service charges cannot be refunded. Ticketmaster service charges cover all costs associated with the ticket transaction. The venue sells tickets that have been kindly provided by Ticketmaster, and so we charge a discounted booking fee. Service charges cover the costs incurred in the process of supplying tickets, and the service for their sale, available locally. Purchasing tickets constitutes an agreement to pay this charge.

Data Protection & Mailing List

The Alhambra complies with its obligations under the UK General Data Protection Regulation by keeping personal data up to date; by storing and destroying it securely; by not collecting or retaining unnecessary data; by protecting personal data from loss, misuse, unauthorised access and disclosure; and by ensuring that appropriate technical measures are in place to protect personal data.

Full details of what we collect, why we collect it and what you can ask us to do about it are set out in our Privacy Policy below.

These terms apply to drinks and refreshments ordered in advance for collection, or for delivery to your seat.

Collection of Orders

• Orders must be collected from our designated collection point 5 minutes before the beginning of the show. Please refer to the time stated on your ticket.
• From that point onwards, collections can be made in the Foyer.
• If your order has not been collected by then, please speak to a member of staff at the interval to arrange collection.
• No refunds will be given for any order not collected by the end of the interval.
• If you have any questions or problems with your order, please speak to a member of staff as soon as you discover the problem.

Delivery to Your Seat

• For any order placed before the start of the show, we will aim to deliver it to you at the beginning of the interval.
• Someone in your party must be at the seat you have ordered to.
• Any order placed at the beginning of the interval will be delivered as soon as possible, before the show recommences. Please ensure that someone from your party is at the seats.
• Proof of age is required for alcoholic drinks, and the person consuming the drink must be present on collection.
• Orders will not be left with anyone under the age of 16, or under the age of 18 where the order contains alcohol.
• If for any reason your order cannot be delivered to your seat, it will need to be collected from the designated collection point.

Sale of Alcohol

• Sales of alcohol are made subject to the Licensing (Scotland) Act 2005 for theatres in Scotland, and to any theatre-specific conditions stipulated on the premises licence.
• The Alhambra Theatre operates a Challenge 25 proof of age scheme. If, in the opinion of our theatre staff, you appear under the age of 25, you will be asked to prove your age by providing photographic identification such as a passport, driving licence, a card bearing the PASS hologram, or a military identification card.
• The Alhambra Theatre has the right to refuse the sale of alcohol to anyone, at any of our bars or in the shop.

Any alcohol ordered online or through the app is also subject to the following:

• By placing an order for an alcoholic product you confirm that you are aged 18 or over.
• The individual who made the order must, on collection of the alcoholic product at the relevant theatre, provide proof of their identity and that they are aged 18 or over in order for the sale to be completed.
• Any order which cannot be fulfilled due to the refusal of alcohol will be refunded.

Cancelled Orders

We reserve the right to cancel any order placed, at any time:

• due to production issues;
• where the order cannot be processed and delivered to you within the allocated time frame;
• in any unforeseen circumstances, and in relation to the sale of alcohol.

Questions About Your Order

Please quote your reference number and seat number for any questions about your order. If you are in the theatre, the quickest route is to speak to a member of bar staff.

The Alhambra Theatre, Dunfermline, is the data controller for the personal information described in this policy. That means we decide what information is collected about you, and what happens to it.

This policy explains what we collect when you buy a ticket, use this website, contact the box office or sign up to hear from us — and what you can ask us to do about it.

Who We Are

Our registered company name and number are:

• Alhambra Theatre Limited
• Company number SC352227
• 4a Glenfinlas Street, Edinburgh, Scotland, EH3 6AQ

We are registered with the Information Commissioner’s Office under Alhambra Theatre Limited, registration number ZC221683.

What We Collect

We collect only what we need in order to sell you a ticket and keep you informed about your booking:

• Your name
• Your address
• Your email address
• Your contact telephone number
• Payment card details — encrypted for processing, and not stored in our systems
• Your booking history — which performances you have booked
• Access requirements, where you choose to tell us, so that we can seat you appropriately

We do not ask for information we have no use for, and we do not knowingly collect information directly from children — tickets for children are booked by an adult.

How We Collect It

• Directly from you — when you book at the box office, over the telephone, or complete a form on this website.
• From our ticketing partners — where you book through Ticketmaster or another agency selling on our behalf, they pass us the booking details we need to admit you and to contact you if a performance changes.
• Automatically as you use this website — see the Cookies section below.

Why We Use It, and Our Lawful Basis

Under UK GDPR we must have a lawful basis for using your information. Ours are set out below.

• Processing your booking — to take payment, issue tickets and admit you to the performance. Lawful basis: performance of a contract.
• Emailing you about your booking — confirmations, reminders, and notice of a cancellation, rescheduling or change of programme. Lawful basis: performance of a contract.
• Answering your queries — to help with a booking, payment or refund. Lawful basis: performance of a contract.
• Meeting access requirements — to seat you appropriately and arrange any assistance you need. Lawful basis: consent.
• Sending you our mailing list — to tell you about upcoming shows and announcements. Lawful basis: consent, which you give by opting in and can withdraw at any time.
• Sales and audience analysis — to understand what our audiences book, so that we can programme better. Lawful basis: legitimate interests.
• Keeping financial records — accounting, tax and audit. Lawful basis: legal obligation.

We do not sell your personal information to anyone, and we do not use it to make automated decisions about you.

Who We Share It With

We share your information only where it is necessary:

• Ticketmaster and other ticketing agencies, to process bookings made through them
• Visiting companies and promoters, where a particular performance requires it — a guest list or an access booking, for example. This is limited to what they need
• Our payment processor, to take payment securely
• Our website provider, Universal Computing Ltd; our email provider, Microsoft Corporation; and our analytics provider, Google
• The police or other authorities, where we are legally required to do so

Everyone we share information with is required to protect it, and may only use it for the purpose we provided it for.

How Long We Keep It

We keep your information only for as long as we need it. Typically, booking and financial records are kept for six full financial years to meet accounting and tax requirements, mailing list details until you unsubscribe, and general enquiries for a short period after they are resolved.

When we no longer need your information, we delete it or destroy it securely.

How We Protect It

We comply with our obligations under UK GDPR by keeping personal data up to date; by storing and destroying it securely; by not collecting or retaining unnecessary data; by protecting it from loss, misuse, unauthorised access and disclosure; and by ensuring that appropriate technical measures are in place.

Payment card details are encrypted for processing and are never stored in our systems. This website is served over a secure (HTTPS) connection.

No system can be guaranteed completely secure. If a breach occurs that is likely to affect your rights, we will tell you and the Information Commissioner’s Office, as the law requires.

Our Mailing List

Joining our mailing list is entirely optional. You will be asked whether you would like to join — we will not add you simply because you bought a ticket.

If you do join, we will email you about upcoming shows, on-sale dates and theatre news. Every email includes an unsubscribe link, and you can also ask the box office to remove you at any time. Unsubscribing takes effect immediately and does not affect any booking you have already made.

Cookies

Cookies are small files that a website stores on your device. This site uses them to work properly, and to understand how the site is being used.

• Strictly necessary — makes the site work: page delivery, security, remembering your cookie choices, and keeping staff signed in. These cannot be refused, because the site cannot function without them, and they do not require your consent.
• Performance and analytics — tells us which pages are visited and how people move through the site, so that we can improve it. Reported in aggregate, and not used to identify you. You can refuse these.
• Functional — remembers choices such as the filters you have applied on the What’s On page. You can refuse these.
• Third party — set by embedded content such as video players, and by our ticketing partner when you follow a booking link. You can refuse these, although embedded content may then not work.

You can block or delete cookies in your browser settings at any time. Doing so may stop parts of this site working as intended.

Your Rights

Under UK GDPR you have the right to:

• Be told what we do with your information — which is what this policy is for
• Ask for a copy of the information we hold about you
• Have it corrected if it is wrong or incomplete
• Ask us to delete it, where we have no continuing reason to keep it
• Ask us to restrict how we use it
• Object to us using it for our legitimate interests, or for marketing
• Ask for it to be transferred to you or to another organisation in a portable format
• Withdraw your consent at any time, where consent is our basis for using it

To exercise any of these, contact us using the details below. We will respond within one month, and there is normally no charge.

Changes to This Policy

We may update this policy — if we begin using a new system, for example, or if the law changes. The date at the top of this page shows when it was last updated. Where a change materially affects how we use your information, we will say so rather than simply amending the page.

How to Contact Us

For anything to do with this policy or your information, contact the box office:

• Telephone: 01383 733666
• Email: info@alhambradunfermline.com
• In person or by post: Alhambra Theatre Box Office, Lower Mall, Kingsgate Shopping Centre, Dunfermline

If you are unhappy with how we have handled your information, please tell us first so that we can put it right. You also have the right to complain to the Information Commissioner’s Office, the UK regulator for data protection, at ico.org.uk or on 0303 123 1113.