Booking FAQs | Theatre Workout | terms and conditions

Summary Terms & Conditions

Summary of Booking Terms

These terms are designed to ensure bookings run smoothly and fairly for all parties.

Reservations & Confirmation

Reservations may be held for a limited period while arrangements and payments are finalised by clients. In many cases this can be 21-28 days, but will be communicated to you at the time of booking.

A booking is considered confirmed when payment has been received or alternative arrangements have been agreed in writing.

Please check all documents to make sure everything is correct for your group. If anything is missing, or doesn't look right, please let us know immediately.

Payment

All payment deadlines shown on invoices must be observed to secure reservations and supplier allocations.

If payment deadlines are not met, reservations may be released and prices or availability may change.

Amendments

Requests to amend bookings will always be considered and accommodated wherever possible.

Changes remain subject to:

Venue availability
Practitioner availability
Supplier conditions
Any additional costs incurred

An administration fee may apply for post-confirmation amendments.

Cancellations

Unpaid reservations may usually be cancelled without charge.

Once services have been purchased or secured on your behalf, cancellation charges may apply. Some services, including theatre tickets and certain third-party activities, cannot be refunded.

Any refunds or credits remain subject to supplier policies and administrative costs already incurred.

More information on Theatre Workout's booking process and cancellation policy can be found here.

Third-Party Services

Many trips and packages include services provided by trusted external partners, including theatres, attractions, restaurants, hotels and transport providers.

Such services remain subject to the terms and conditions of the individual supplier.

Theatre Workout will always assist clients in liaising with suppliers and resolving issues where possible.

Force Majeure

Occasionally events beyond anyone's control may affect a booking.

These may include:

Severe weather
Transport disruption
Government restrictions
Venue closures
Public emergencies

If this happens, we'll work closely with clients and suppliers to explore alternative dates, replacement services, credits or refunds where available.

Booking Process:

Standard Bookings – West End, Outreach, Trips & all other Group Bookings

Our standard bookings terms and conditions apply to all bookings. We believe this allows us to offer the best availability and lowest prices to our clients. Group bookings differ from individual bookings in that groups usually benefit from discounts and services being reserved while payments are arranged. As part of this offer, such bookings are non-refundable and non-exchangable.

Workshops:

Contact us with your workshop request, such as date, times, group size and the nature of the workshop you wish to book.
We will book studios and reserve the booking for you, usually for about three weeks while you confirm details. Clients will be provided with an invoice, workshop booking form (to learn more about the group taking part and any learning objectives).
Once payment has been received the booking will be confirmed and finalised. Clients will be provided with a paid invoice and a workshop voucher. Clients will be reminded to return their workshop booking form if it hasn't already been received.

Trips / Packages:

Contact us to tell us what services you wish to book, along with dates and the number of students and staff on the trip.
We will create a bespoke itinerary and produce an estimate for those services. We will also provide the latest group travel and booking advice, a summary payment schedule, workshop development forms, and all other required information.
If you wish to proceed, Theatre Workout will make reservations for required services and provide a final, quaranteed quote based on those services, along with any confirmed payment schedule and other required documentation.
Some deposits may be required for reserving specific activities, such as accommodation and travel.
Clients pay invoices according to their payment schedule.
Once paid for, we will secure your bookings, forwarding tickets and vouchers accordingly.
In partnership with We Travel, Theatre Workout can now take payments direct from parents, bypassing the school office, saving teachers and school time and resources.
Rather than the school receiving an invoice, against which they collect payments from parents, teachers can share a unique online itinerary and parents can create their own profile through which to register their child, pay deposits, and manage instalments. We can chase parents for payments or information as required.
Teachers and schools have access to a trip portal where they can oversee the status of a trip, send messages to parents, create rooming lists, and more, all in one place which is accessible 24/7.

Cancellations

If you have an unpaid reservation you can cancel your booking at any time without charge.
Once payment is received by Theatre Workout, bookings are confirmed with suppliers who are paid in advance. Your money is not held by Theatre Workout, therefore, as a general rule, there are no refunds on paid bookings if you choose to cancel your booking, or fail to show. There may be some exceptions
1. Workshop Bookings: Theatre Workout offers no refunds for paid workshops if a group decides to cancel after payment has been made. Likewise, no refunds or compensation are available for groups who fail to attend their workshop, or arrive late. However, we do allow workshop bookings to be amended after payment if group numbers change, as long as numbers do not fall below the minimum workshop fee charged by Theatre Workout for the workshop booked. If numbers need to be amended post-payment, the following fees apply:
  1. 0% fee if cancelled up to 61 days prior to the event date
  2. 20% fee if cancelled 60-45 days prior to the event date
  3. 35% fee if cancelled 44-35 days prior to the event date
  4. 50% fee if cancelled 34-25 days prior to the event date
  5. 100% fee if cancelled 0-24 days prior to the event date
    1. Any refunds will be offered as a Credit Note towards future bookings, which must be claimed within 365 days of issue.
2. Third Party Bookings include any service not provided directly by Theatre Workout, such as theatre tickets, backstage tours, meals, attractions, accommodation, etc. Each supplier may have their own terms, conditions, and cancellation policies. Bookings can rately be cancelled entirely, but group numbers can often be amended. As a general rule:
  1. Theatre tickets can not be cancelled, but it may be possible to change the performance date, subject to availability. Unwanted tickets may be permitted, subject to availability.
  2. Meal bookings can often be amended up to 30 days in advance
  3. Travelcards can be returned to TFL, subject to a fee and postage costs, usually no less than 30 days prior to travel
  4. Coaches are charged per coach, not per person. If numbers change, the cost of the coach remains the same.
  5. Accommodation bookings may be subject to cancellation fees.
If a third-party supplier agrees to the cancellation and refund of a paid booking, funds will be returned to the client, subject to cancellation fees of 20% per activity cancelled by Theatre Workout.
If programmes are cancelled due to force-majeure, see here.

We strongly advise all groups to secure private group travel insurance to protect against booking cancellations or curtailment.

Registered Agents / Trade Partnerships

Registered agents receive additional support regarding both Theatre Workout's workshops and DMC services. These include:

An account facility for workshop bookings, allowing them to confirm by email and pay within 14 days, easing the turn-around time when processing their client's payments and bookings.
Commission on workshop sales linked to the level of business, between 7.5%-12%.
Priority support with customer service issues.
The same workshop cancellation terms as detailed above, but with greater flexibility if amending workshop numbers on confirmed/paid workshop bookings:
- Workshop Bookings: Theatre Workout offers no refunds for paid workshops if a group decides to cancel after payment has been made. Likewise, no refunds or compensation are available for groups who fail to attend their workshop, or arrive late. However, we do allow workshop bookings to be amended after payment if group numbers change, as long as numbers do not fall below the minimum workshop fee charged by Theatre Workout for the workshop booked. If numbers need to be amended post-payment, the following fees apply above the minimum numbers:
  - 0% fee if amended up to 61 days prior to the event date
  - 10% fee if cancelled 60-45 days prior to the event date
  - 30% fee if cancelled 44-30 days prior to the event date
  - 50% fee if cancelled 29-20 days prior to the event date
  - 60% fee if cancelled 19-15 days prior to the event date
  - 100% fee if cancelled 0-14 days prior to the event date

To find out more about working with Theatre Workout as a registered agent, click here.

Detailed Terms and Conditions

Definitions

Estimate: An unconfirmed estimate for requested services, events or packages which cannot be guaranteed until reservations are made. Estimates are based on similar bookings for other clients, priced with a from £x to £y price range.
Quote / Reservations: Quotes are provided when goods and/or services have been reserved with suppliers for a specified amount of time. Such reservations are subject to a specified number of tickets/people, for set dates and times, activities, etc, as discussed with the client. Reservations must be paid by the due dates given to secure the booking as offered. Reservations can be amended in any way, including changing dates, times, content, etc before the deadline. Any changes or missed deadlines may result in changes to prices and allocations offered.
Paid Booking: A booking which has been paid for, or which has been confirmed on account by arrangement with Theatre Workout. No refunds or exchanges are offered on a paid booking.
Account Confirmation: A process of confirming a booking for partner agents, whereby the booking is treated as paid, but without immediate payment. Payment is required within a set time-frame to finalise arrangements by agreement. Bookings confirmed on account are subject to all standard terms and conditions, as if they have been paid for.
Confirmation: A verbal or written intention to pay, but where payment has not been processed. Confirmed bookings without payment are treated as a reservation until payment is received.
Extension: Arrangement of more time to confirm or pay for a booking. Theatre Workout may not have control over deadlines as this can be dictated by suppliers for third party packages or for venues used to deliver its own workshops and courses.
Overdue: When bookings have not been paid for, the deadline has passed, and bookings may be cancelled by suppliers. An urgent update is required to cancel, extend or secure a booking with suppliers. Agreed fees and services cannot be guaranteed if a booking becomes overdue.
Cancellation: A booking can be cancelled by Theatre Workout, it’s suppliers or the client at any time before payment is received.
Theatre Workout: us, we, our, the company, our practitioners,
Clients: you, your, their, they,
Force-majeure: extraordinary event or circumstance beyond the control of Theatre Workout, such as a terrorist attack, riot, serious crime, epidemic or pandemic, acts of terrorism, fire, extreme weather conditions (flooding, hurricane), fire which directly impacts booked activities.
Our services: West End workshops, Outreach workshops, events and programmes we create,
Third-party services: booking of venues, tickets, tours, attractions, accommodation, travel, meals and other activities not produced or created by Theatre Workout, but which are booked on the client's behalf.

General Terms and Conditions

Clients are responsible for ensuring that all booking details contained on their invoice, or within other booking confirmation documents produced by Theatre Workout, are correct. This includes dates, times, quantity of tickets, and all other content of their package. Any errors must be communicated to Theatre Workout in writing at the earliest opportunity.
Invoices and other accompanying documentation are provided in place of a contract. Theatre Workout will be obliged to deliver all sold services once the booking is paid for. Failure by clients to meet the booking terms and conditions provided may result in cancellation of their booking, or may incur additional fees.
All invoices are inclusive of UK VAT at the current applicable rates for the different services booked. Once paid, a VAT receipt will be issued.
Some exceptions to VAT include travel arrangements such as coach hire or London Underground travel cards.
All prices offered on estimates, quotes or reservations are inclusive of booking fees charged by Theatre Workout.
Failure to pay an invoice by the due date may result in the cancellation of reservations with or by suppliers. Theatre Workout cannot guarantee availability if invoices are not paid in full or on time. Please contact Theatre Workout at the earliest opportunity to discuss extending your booking if required.
Once a booking is confirmed, final details of the booking will be confirmed in writing. Clients must check all information to ensure no mistakes have been made and that all confirmed details of their booking are correct.
Should the details of a booking be incorrect the client must alert Theatre Workout to resolve no later than seven days after confirmation. Workshop content may be changed no later than seven days prior to the start of the workshop.
Theatre Workout offers to tailor each workshop to a client’s needs. A workshop development form will be sent at the time of the booking for clients to provide Theatre Workout with any specific requirements. Please provide this information along with payment and no later than 14 working days in advance of an event date.

Code of Conduct – All bookings

All Theatre Workout practitioners, third-party partners, and our clients are expected to follow the same standard rules of conduct. Acts of physical or verbal abuse or discrimination will not be tolerated.

Workshops

Theatre Workout guarantees to make every effort to tailor the content of your workshop or event to you and your group, working with you in the lead up to, and during the event, to ensure it meets you needs. We will continue to amend our techniques throughout your event to engage, entertain, educate and inspire creativity in participants.
In return, we expect your group to be open to instruction and be willing to work with us throughout the session without disrupting or blocking the techniques offered.
With student groups we actively encourage teachers to participate. We find that when they do, students are more engaged and responsive. We also want teachers to learn from us and take the techniques back to the classroom. For this reason we offer additional free resources on our website at www.theatreworkout.com/resources
Successful workshops rely on trust, collaboration and mutual respect between practitioners and students. We ask all involved to work together and support each other to ensure an positive experience is had by all.
Practitioners may suspend or terminate a workshop if they feel they are a victim of abuse, or if they feel a student is being abused by other students.
Online workshops may be recorded for internal administrative purposes and safeguarding. Clips may be used for external marketing only with participants concent. All participants are expected to behave as in a live workshop and respect the privacy and individuality of each other participant.

Third-Party Activities

Theatre Workout is not responsible for any incident of abuse or discrimination outside of workshops, but we take any complaints regarding such matters seriously. Any incident experienced by clients or our partners must be reported at the earliest opportunity. Theatre Workout will make every effort to address any concerns raised with the relevant parties.

Policy Statements

Data protection, usage and management:

Theatre Workout may use your contact data for marketing purposes, to tell you news and other programme information related to your interests. You can opt out of this service at any time. If you unsubscribe, your data record may be kept for compliance purposes but we will not use it for future marketing.
Your data may be shared internally with practitioners and externally with supplier partners for the sole purpose of delivering your booking(s).
Theatre Workout will not sell or share your data in any way with other third party organisations.
Data is stored securely in trusted, password-protected, online systems which are integral to the management and delivery of Theatre Workout's services. This may include, but not limited to, document storage, C.R.M. and accounting platforms, marketing services, and payment platforms, which are accessible only by Theatre Workout staff.
Theatre Workout takes full responsible for the safe sharing of your data, and partner systems have been chosen in part due to their security features. Some data, such as names, telephone numbers and email addresses, may be stored locally on physical devises which are password protected. In the unlikely event of any data breech, Theatre Workout will work with our partners to ensure your personal data is protected to the best of our ability.
Your data may be kept as long as is legally permitted as part of Theatre Workout's commitment to deliver the best possible service to clients. Your data records may be deleted by Theatre Workout on receipt of a formal, written request.

Emergency Response / Crisis Management Plan

In the case of a localised emergency, group leaders should seek support from activity providers, such as hotel, restaurant or theatre staff.

In the case of a crime, serious medical injury, or other emergency, emergency services can be contacted by dialling 999.

In the case of non-emergency incidents, such as minor injuries, advice and support can be obtained by dialling 111.

Group leaders should report all incidents to Theatre Workout when it is safe to do so, using the contact details on their confirmation documents.

In the case of Force Majeure, such events beyond anyone's control may affect a booking. These may include:

Severe weather
Transport disruption
Government restrictions
Venue closures
Public emergencies

If this happens, we'll work closely with clients and suppliers to explore replacement services, alternative arrangements, credits or refunds where available.

If groups feel they need to terminate their trip, such as in incidents of major public safety due to terrorism or pandemics, group leaders should contact their travel insurance providers to make arrangements and update Theatre Workout when you are able to do so.

Incident reporting procedures

In the case of an incident, group leaders should report to Theatre Workout using the contact details provided on their booking confirmation documentation. Please advise the following: