Tolbooth & Albert Halls Ticket, Stirling Council | Ticket Purchase Policy
The following are the rules or “Terms” that govern ticket purchases from Stirling Council Cultural Venues Box Office. By purchasing tickets you expressly agree to be bound by these Terms and to follow these Terms and all applicable laws and regulations governing the Site.
Stirling Events venues may use (“Us” or “We”) is a primary ticket agent, part of Stirling Events selling tickets for events via the Site; via the telephone booking line 01786 27 4000 / 473 544 or via the box office counter service, manned by Tolbooth & Albert Halls staff, on our behalf or on behalf of a promoter or event organiser hiring a Stirling Events venue or event space.
Purchasing Ticket(s)
Tickets are for personal use. You or anyone in your party must not re-sell or transfer. Breach of this condition may result in ticket cancellation without prior notification, refund, compensation, or liability. Tickets may be re-sold via Box Office in the event that an event is sold out. However this is not guaranteed.
The price of the tickets plus any fees or payments shall be confirmed at the time your order is accepted. All advertised prices are inclusive of any applicable taxes, a per ticket booking fee and or commission (where applicable).
Booking Fees are non-refundable except as explicitly set out in this policy. In the instance that as event is cancelled by us booking fees will be refunded.
A contract for the purchase of tickets is formed as soon as your payment has been processed and will expire after the event for which you purchased the tickets takes place, subject to payment card verification and security checks by the card payment processing company acting on behalf of Us.
If any error relating to the ticket price is discovered after an order has been made you will be informed as soon as possible. Your original order may be cancelled (in which case you will be refunded the ticket price, and any applicable fees paid) or you will be given the option to confirm a new order at the corrected price plus any applicable fees or payments. This will apply regardless of human error or any transactional malfunction of the hosted website or other operated system acting on behalf of Us.
If you order more tickets than the maximum permitted per person, or household, the full order or specific tickets within the order may be subject to cancellation. You will be refunded the ticket price, plus any applicable fees paid.
If you claim a concession ticket, photographic proof of identity and/or concession entitlement (e.g., age or student status) may be required. Concessions and discounts are subject to availability and only one concession/discount is applicable per ticket. The concession/discount may be restricted to a specific price and/or event and can be withdrawn without prior notice.
During online booking, if a special feature is applicable to a seat, the screen will display that information. This includes but is not limited to accessible and personal assistant positions or seats with a restricted view. Purchase of such tickets indicates acceptance of such features. If you purchase accessible tickets but do not have accessible assistance requirements, you may be refused entry on the night of the event.
You must inform Us of any change of mobile or phone number or email address and/or postal address, both before and after receipt of the tickets and before the event for which you purchased tickets, takes place. Our contact details are listed below in the General section paragraph. Email is the preferred method of communication so please provide a valid email address and be aware that your email filter settings may treat outgoing emails as spam or direct them to your junk folder therefore your settings may require to be adjusted.
Tickets may not be reissued if they are lost, stolen, or destroyed.
Before finalising your order, please read all the information that applies to the event and ticket purchase. If you or anyone in your party has specific requirements, please raise this when booking and we will endeavour to assist you. There can be no guarantee that requirements can be met if notified at the Event.
Our Ticket Purchase Policy does not cover any ticket purchases from third party agents, who may have been allocated tickets by the promoter for the same event. If you have any queries or complaints regarding your purchase of tickets from a third-party agent, you must contact them directly.
Reissue / Exchange
To protect security measures at venues it may not be possible to reissue a ticket. A reissue will only be issued for a reserved seated event at the discretion of the box office manager or supervisor on duty. If an electronic or paper ticket is reissued, only the most recent version will be valid, and previous tickets will become void and entry not permitted.
Ticket exchanges will only be permitted under specific circumstances, under the discretion of the Box Office Manager.
Gift Vouchers
Stirling Event Gift Vouchers are valid for 12 months from the original date of purchase and can be used for events on at both the Tolbooth and the Albert Halls. They can be purchased online, by telephone or in-person and can then be redeemed against an event being sold by us via the Site. The date of expiry on the Gift Voucher cannot be amended and once an expiry date has passed, Gift Vouchers cannot be accepted for payment and become void. All Stirling Council Cultural Venues Gift Vouchers are treated as cash and cannot be replaced should they become lost.
Electronic Ticket Dispatch & Delivery
Your E-Ticket(s) will be dispatched to you electronically and shown on your device on entry. They can by printed out at home collected via either of our venue box offices. If you choose to have a ticked printed out at our Cultural Venue Box Offices there will be a £1 charge.
Your E-Tickets will be dispatched promptly following booking.
We cannot specify the dates on which you will receive ticket(s). If you do not inform Us of the non-receipt of ticket(s) within a reasonable time (in any event at least 72 hours before the event) We will have no liability to you.
To have tickets printed and collected at either the Tolbooth or Albert halls box office counter, the cardholder must present their booking confirmation email or unique order number as identification. Other identification or letters authorising collection may not be accepted, and the ticket(s) may be withheld at the box office counter.
Always check your email booking confirmation and ticket(s) upon receipt and advise Us immediately of any errors. Mistakes when ordering cannot always be corrected on the day of an event, and any corrections are discretionary. Screenshots of tickets will not be accepted on entry to our venues.
Cancellation, reschedule or postponement of an Event
19.Ticket(s) cannot be transferred, exchanged, or refunded once purchased unless an event is cancelled, rescheduled or where a material change to the event as set out in this Ticket Purchase Policy. A material change to the event is a change in our reasonable opinion, makes the event materially different to the event that you could reasonably expect.
We will try to contact you as soon as a change or cancellation of any event is known but cannot guarantee to inform you of any change or cancellation of any event. Contact will usually be made by email to you. In urgent cases or very short notice it may be by telephone.
We will not be held responsible for refunds or for any resulting costs you may incur for travel, accommodation, any other related goods or service or other compensation.
You must always check that an event is going ahead at the scheduled date, time, and venue.
If an event is rescheduled, changed, or moved, we will give you the option of retaining your ticket(s) for the new date and/or venue. If you cannot attend a new date, you will be refunded the ticket price, including any fees paid.
If an event is cancelled, you will be refunded the ticket price and the restoration fund payment, including any fees paid.
Refunds
Unless an event is cancelled, rescheduled postponed or materially changed, tickets are non-refundable.
If you are entitled to a refund as per paragraph where the original booking was made using a credit or debit card, the amount due to you, will be refunded to the respective card. If the original payment was made by cash, cheque or any other method, the refund will have to be collected in person at either the Tolbooth or Albert Halls Box office. If you paid in cash and would like a cash refund please contact us in advance to arrange this.
Refunds will not be issued once an event has taken place due to your non-attendance at the event. If you do not attend, your tickets are made void.
This Ticket Purchase Policy shall not affect your consumer statutory rights.
Attending an Event
Venue management reserve the right to refuse you and/or anyone in your party entry in reasonable circumstances including but not limited to health and safety and/or licensing reasons or if a ticket is void.
Venue management also reserve the right to request that you and/or anyone in your party leave the venue at any point on reasonable grounds and may take appropriate action to enforce this right and you will not be entitled to any refund. By way of example includes but is not limited to the following circumstances.
If behaviour is likely to affect the enjoyment of other customers or visitors.
If threatening, abusive or insulting language or behaviour is displayed towards staff and/or other customers or in any way provokes a breach of the peace.
In the reasonable opinion of venue management, you are under the influence of drugs or have consumed excessive amounts of alcohol; or are carrying offensive weapons or illegal or prohibited substances; or
Are making unauthorised audio, video, or photographic recordings; or fail, when required, to produce proof of identity or age or eligibility to a concession area; or are obstructing aisles, access-ways, exits, entrances or staircases, congregating in non-designated areas or seeking entry to seats or a standing area for which you or anyone in your party does not hold a ticket.
Large bags are not permitted in our venues (size A4 or larger. A4 dimensions are estimated at 8.3 x 11.7 inches). Smaller bags are permitted should they be required by the customer and will be searched on entry by our security team.
You must comply with directions and instructions given by venue staff.
If you arrive late for an event, you may be asked to wait until there is an appropriate pause in the performance before you can gain access to the event.
We will highlight any terms, conditions or rules relating to the event of which we are aware and consider particularly significant for you to attend the event. This will generally include but are not limited to, age restrictions. Full details of relevant terms, conditions or rules will be available on the event information page displayed on the Website.
When you receive your ticket(s) please check the details carefully. When attending the event, carry proof of age at the event if appropriate.
Whilst we allocate specific seats to you, we have the right to change these seats to others of equal value.
At standing events, venue management cannot accommodate any requests for seating. If you purchase a standing ticket, you will be required to stand for the duration of the event. You can purchase tickets for the accessible area if you require assistance with your mobility. Please be aware the accessible area is sold on a first come first served basis and has a limit on available spaces.
On rare occasions the event may be filmed or recorded, buying a ticket(s) affirms your consent to the filming and sound recording of yourself as a member of the audience. If you have any objection, should this happen when you attend an event, please ask to speak to the venue management team on duty.
Accessible and (Carer) Tickets
A limited number of free carer tickets may be made available to customers, requiring additional support because of an accessible requirement or long-term health condition, as defined by the Equality Act (2010).
The promoter or event organiser hiring our venue, will be consulted on the number of accessible and personal assistant tickets requested for their event.
By accepting this ticket, your carer, must be aged over 16, and accepts responsibility for providing additional support required for you to access our venues and services, including in an emergency or evacuation situation and must be capable and available to provide this support throughout your visit.
Although support provided by young carers is recognised, our policy is that young people aged 15 and under must be supervised on our premises, and we must be confident that carers can assist effectively in any emergency.
Where a child under 16 is presented as a carer we reserve the right to refuse the party admission.
Carer tickets can only be booked alongside a paid accessible ticket.
A carer cannot attend an event without the accessible customer attending the event. If a carer is found in attendance at an event, without the accessible customer, the carer will be refused admission or asked to leave the performance.
Please note that the venues operate Challenge 25 at the bars, and that if a personal assistant is aged 16 or 17 years, bar staff will not allow them to purchase alcohol on behalf of the accessible customer, they are supporting.
Personal assistant tickets can be returned at any time if they are no longer required, to enable the ticket to be used by other accessible customers, requiring additional support.
Anyone found to be misusing accessible tickets and/or personal assistant tickets may not be permitted into the venues for future performances.
Privacy & How we manage your personal data
Our cultural venues are part of Stirling Council, who need to collect, store, use, share and dispose of personal data to deliver services as a local authority. Together, those activities are referred to as data processing.
The Data (Use and Access) Act 2025 (DUAA) received Royal Assent on 19 June 2025. The DUAA amends, but does not replace, the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 (DPA) and the Privacy and Electronic Communications Regulations (PECR). We refer to this legislation as data protection laws.
When we collect personal data, we must tell you why we need it, and what we will do with it. This information is called a privacy notice.
This privacy notice explains how we process your personal information as a council. More specific information will also be provided by council services when you use them, and can also be found in our Register of Data Processing.
Data controller
Organisations or individuals that determine how your personal information will be processed are known as data controllers. Data controllers must, by law, pay a fee to register with the Information Commissioner, who promotes and enforces data protection laws within the UK.
Stirling Council is registered as a data controller (registration number: Z6893154). You can see our entry in the Information Commissioner’s Register of Data Controllers.
Data protection officer
The council has a data protection officer to make sure it complies with data protection laws. You can contact the data protection officer using our online formor you can email dataprotection@stirling.gov.uk
Data collection
The personal data we hold about you may be collected on a paper or online form, by telephone, email, CCTV, by a member of our staff, or one of our partners. When we collect and process your personal information, we are committed to the principles set out in data protection laws.
Those principles protect you and make sure that:
we tell you why we need your information and what we will do with it
we don’t use your information for a different reason than the one we have told you about (the exception to this is if we have to do so by law, such as to prevent and detect crime)
we only collect information we need
we collect accurate information and, where necessary, keep it up to date
we do not keep your information for longer than we need to
we keep your personal information secure
General
Possession of a ticket(s) does not confer any rights (by implication or otherwise) on you to use, alter, copy, or otherwise deal with any symbols, trademarks, logos and/or intellectual property appearing on the ticket(s).
A ticket(s) cannot be used for advertising, promotions, contests, or sweepstakes unless formal written permission given by us, provided that even if such consent is obtained, use of our trademarks and other intellectual property is subject to our prior consent.
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(s) which we reasonably suspect to have been made in breach of these provisions without any notice to you and all ticket(s) in the order will be void.
You can contact us.
By email to tolbooth@stirling.gov.uk or alberthalls@stirling.gov.uk
By calling 01786 27 4000 or 01786 47 3544 during Box Office Opening Hours as stated on our website www.stirlingevents.org
In person at the Tolbooth or Albert Halls during Box Office Opening Hours as stated on our website www.stirlingevents.org
The purchase by you of ticket(s) and this Ticket Purchase Policy (and any contractual or non-contractual matters arising in relation to these terms and conditions) are governed by and construed in accordance with the law of Scotland and any disputes arising out of any transaction between you and Us are subject to the exclusive jurisdiction of the Scottish Courts.
