Terms & Conditions

Concert Experience
We know you choose your concerts carefully and we want you to have the best time at the Phil. Although we always work hard to avoid doing this, we reserve the right to change a concert’s timings, programme or artists without notice.

If you have seats in the Grand Circle, you’ll notice that there’s a rail at the very front. This is a safety rail – it’s been designed to be subtle and unobtrusive, and it’s not considered to restrict views of the stage.

Your Booking
We’ll always do our best to assist you, but it’s the customer’s responsibility to ensure that the seats they book are appropriate for themselves and/or their party. Please choose seats carefully, as it’s not always possible to change a booking.

Tickets purchased five days or more before an event can be posted to you. Otherwise, if you’d prefer not to have tickets emailed over, you’ll have to collect your tickets from our Box Office. Please bring your debit/credit/charge card with you, as we’ll need to see that before we hand your order over.

If you chose to have your tickets emailed or posted out to you, but you haven’t received them 72 hours before the event, please contact Box Office as soon as possible.

While we love welcoming guests from near and far, we’re only able to post tickets to UK addresses. 

Also to note while booking, to meet safety regulations every member of the audience – including babies and small children – must have their own ticket. Tickets for children under 18 months are free, but must be booked in advance.

Your Tickets
Please make sure you check your order and tickets carefully as we can’t always make changes or fix any mistakes.

Once you have your tickets, make sure you take good care of them and put them somewhere safe. We can’t always issue duplicate copies, and defaced or altered tickets are void, meaning we can’t guarantee you’ll be let in to the event.

Ticket prices are set at the time we accept your order, and all prices include VAT.

This year, some concert ticket prices may vary depending on demand. Prices may go up or down over time, and changes may apply to some seating areas while others remain unchanged. This approach helps us make the best use of seating across the venue, encouraging a more even distribution of audiences and enhancing the experience for both performers and audiences.

Exchanges, Resale & Concessions
Royal Liverpool Philharmonic Orchestra subscribers can exchange tickets to any Orchestra concert free of charge. Single ticket buyers for Orchestra concerts can exchange their tickets for a service charge of £5 per ticket. In both cases, differences in ticket prices may apply. All exchanges must be done and tickets must be returned to Box Office 24 hours before the concert so that we can process the exchange.

Also, just to note that booking fees (commission) are non-refundable.

All concessions are subject to availability, and you might be asked to show proof of eligibility when booking. Concession discounts don’t apply to Music Room concerts, Family Concerts, selected Royal Liverpool Philharmonic Orchestra concerts (see our Ticketing page for more details), and may be limited for other concerts.

When you buy a ticket, you agree that it won’t be resold for more than its original purchase cost. Any ticket that’s been resold like that becomes void, meaning that the original or new ticket holder may be refused entry to the event. We’ll always try our best to let the original ticket holder know about the situation, using reasonable methods and the contact details provided when the order was made.

Concert Experience
We know you choose your concerts carefully and we want you to have the best time at the Phil. Although we always work hard to avoid doing this, we reserve the right to change a concert’s timings, programme or artists without notice.

When tickets go on sale, we don’t always know what the stage layout will be for a performance. That means that we can’t always guarantee the tickets you purchase won’t have a restricted view.

If you have seats in the Grand Circle, you’ll notice that there’s a rail at the very front. This is a safety rail – it’s been designed to be subtle and unobtrusive, and it’s not considered to restrict views of the stage.

Your Booking
We’ll always do our best to assist you, but it’s the customer’s responsibility to ensure that the seats they book are appropriate for themselves and/or their party. Please choose seats carefully, as it’s not always possible to change a booking.

Tickets purchased five days or more before an event can be posted to you. Otherwise, if you’d prefer not to have tickets emailed over, you’ll have to collect your tickets from our Box Office. Please bring your debit/credit/charge card with you, as we’ll need to see that before we hand your order over.

If you chose to have your tickets emailed or posted out to you, but you haven’t received them 72 hours before the event, please contact Box Office as soon as possible.

While we love welcoming guests from near and far, we’re only able to post tickets to UK addresses. 

Also to note while booking, to meet safety regulations every member of the audience – including babies and small children – must have their own ticket. Tickets for children under 18 months are free, but must be booked in advance.

In certain circumstances, when demand is extremely high, we might limit the number of tickets one person can buy.

Some events may have additional terms and conditions in place. We’ll let you know about this as soon as we can via the event listing on our website. Please read them carefully – when you buy tickets for these events, you’re agreeing to the additional T&Cs. 

Your Tickets
Please make sure you check your order and tickets carefully as we can’t always make changes or fix any mistakes.

Once you have your tickets, make sure you take good care of them and put them somewhere safe. We can’t always issue duplicate copies, and defaced or altered tickets are void, meaning we can’t guarantee you’ll be let in to the event.

Ticket prices are set at the time we accept your order, and all prices include VAT.

When we issue tickets, it’s on our own behalf, but also on the behalf of the event promoters and organisers.

Please note that tickets and booking fees (commission) are non-refundable. 

Resale & Third Party Agencies
We’re only responsible for the tickets we issue here at Liverpool Philharmonic and not for any tickets purchased through unauthorised methods. We have no control over the actions of secondary ticketing websites like Viagogo, Get Me In etc.

When you buy a ticket, you agree that it won’t be resold for more than its original purchase cost. Any ticket that’s been resold like that becomes void, meaning that the original or new ticket holder may be refused entry to the event. We’ll always try our best to let the original ticket holder know about the situation, using reasonable methods and the contact details provided when the order was made.

Before the Event
To avoid disappointment, please keep an eye on event details before you travel. We’ll do what we can to let you know about any changes to a performance, but it’s the customer’s responsibility to check that the event is taking place as planned, as details are subject to change.  

We want everyone at the Phil to keep safe during their time with us, so we have CCTV installed and security measures in place at all events. This might include searches, such as bag searches, at the doors before you enter the building. Please be aware that if you don’t undergo these searches, you may be refused entry to the event.  

Just to note – we can’t allow shopping bags and large bags (e.g. backpacks, suitcases) into the building and we can’t store them for you either. We’d advise you either leave them at home or find somewhere to keep them safe while you visit the Phil.

In all reasonable circumstances, we reserve the right to refuse entry. If we feel that a customer’s behaviour may affect our audience’s enjoyment of the event, or put the safety of themselves and others at risk, we may not allow them into the building.

Concert Experience
We know that delays happen and travel plans can go wrong, so we’ll try to get latecomers into the event – but we can’t always guarantee it. If you’d like to enter or re-enter a performance after it’s started, you may be asked to wait for a suitable break.

If you have any issues with your seats or something’s going on to affect your enjoyment of the event, please let venue staff know as soon as you can. It’s often not possible to resolve such issues after the performance has ended. 

When tickets go on sale, we don’t always know what the stage layout will be for a performance. That means that we can’t always guarantee the tickets you purchase won’t have a restricted view.

Similarly, we might not be aware of lighting effects, smoke, haze, pyrotechnics, dry ice etc. and how much they’re going to be used until the day of the performance. This decision is made by the event promoter, and we’ll communicate any essential info as soon as we can – either by email or on the digital screens in our Front of House areas.

If you have seats in the Grand Circle, you’ll notice that there’s a rail at the very front. This is a safety rail – it’s been designed to be subtle and unobtrusive, and it’s not considered to restrict views of the stage.

We want you to have fun, and sometimes it’ll be fine for audiences to stand up and dance – please bear that in mind when you’re booking. If our staff notice that most people would prefer to sit down though, you may be asked to take a seat. Plus the performance’s promoter may wish to overrule whether the audience should be on their feet or not. For events in the auditorium, we’d recommend booking a box ticket if you’d prefer to be seated throughout. Also, for safety reason aisles need to be kept clear at all times.

If you’re interested in buying merch, please know that the event’s official merchandise will only be available inside our building. 

Please note that Music Room seating is sometimes unreserved. Due to all the different types of event we host there, seating configurations will vary and some events may be standing. Keep an eye on the event page for more details. 

In all reasonable circumstances, we reserve the right to eject ticket holders from the Phil. If we feel that a customer’s behaviour may affect our audience’s enjoyment of the event, or put the safety of themselves and others at risk, we may ask them to leave the building.

General Housekeeping
Smoking, including e-cigarettes, isn’t permitted anywhere on our premises.

Mobile phones must be switched off before you enter the Auditorium.

You won’t be able to bring any food and/or beverages you haven’t purchased at the Phil inside the building with you. Of course, this doesn’t apply to bottled water or items needed for medical reasons (our stewards will be happy to help with any medical requests, just let them know when you arrive). We can’t allow alcohol you’ve purchased elsewhere inside the building under any circumstances at all. And also please note that we can’t store any items of food or drink for you to collect after the performance.

For all events, we advise that under 16s are accompanied by an adult (18+). If events have a specific age restriction (e.g. over 18s only), we obviously honour that instead. Please note that we can’t be held responsible for unaccompanied children. Parents/guardians, please check age guidelines (published on our event pages and in brochures wherever possible) as not all events are suitable for children. We recommend that parental discretion is applied for all performances. 

Please be aware that loud music/noise can affect or damage hearing. We do all we can to keep audiences safe, but customers attend events at their own risk.

Our buildings are private property, so unauthorised use of cameras and recording equipment at the Phil isn’t permitted. Unless you have their permission, any filming, photography or audio recording of our staff or third parties working on our behalf is completely forbidden (including on a mobile device). Anyone making a recording like this will be asked to stop or, if necessary, to leave the building.

Here are some restricted and illegal items that aren’t allowed into any Liverpool Philharmonic venue: alcohol, smoke/stink bombs, flares, items of a pyrotechnic nature, cameras with a tripod, large backpacks/bags/coolers, packages/parcels, folding chairs, food/drink, glass or metal bottles/containers, air horns, helium balloons, flag sticks, signs/banners, illegal drugs, knives/ firearms/any other weapon, fireworks, aerosols, chains and/or spiked bracelets, laser pens. This list is non-exhaustive and is subject to management.

Changes to Events & Resale
If an event is cancelled or rescheduled to another date, we’ll do what we can to let the ticket holder know, using reasonable methods and the email or phone number provided when the order was made. We can’t guarantee that we’ll be able to get in touch with all ticket holders though, so please double check that the event has not been cancelled or rescheduled before you travel.

If an event is cancelled, please contact Box Office at ticketing@liverpoolphil.com or call 0151 709 3789.

Please note that tickets for rescheduled events may not always remain valid. We’ll be able to confirm whether this is the case when we contact ticket holders about the postponement. 

For sold out concerts only, we can resell tickets (for a small fee) on your behalf if you ask us to. Tickets must be returned to Box Office as soon as possible before we can do this, and please note that we can’t always guarantee that returned tickets will be resold.

To make sure that everyone stays safe during their visit to the Phil, we carry out enhanced security checks at all events. This might include searches, such as bag searches, at the doors before you enter the building. Please be aware that if you don’t undergo these searches, you may be refused entry to the event. For certain events, we also might not be able to check bags into our cloakroom.

In all reasonable circumstances, we reserve the right to refuse entry. If we feel that a customer’s behaviour may affect our audience’s enjoyment of the event, or put the safety of themselves and others at risk, we may not allow them into the building.

You won’t be able to bring any food and/or beverages you haven’t purchased at the Phil inside the building with you. Of course, this doesn’t apply to bottled water or items needed for medical reasons (our stewards will be happy to help with any medical requests, just let them know when you arrive). We can’t allow alcohol you’ve purchased elsewhere inside the building under any circumstances at all. Also please note that we can’t store any items of food or drink for you to collect after the performance.

We have CCTV installed throughout the building and our staff also use body-worn cameras – this is to help keep everyone safe and prevent any crime. 

Just to let you know, during your time at the Phil you may be filmed, photographed or recorded – this could be for publicity, broadcast, security, or health & safety purposes.

In all reasonable circumstances, we reserve the right to eject ticket holders from the Phil. If we feel that a customer’s behaviour may affect our audience’s enjoyment of the event, or put the safety of themselves and others at risk, we may ask them to leave the building.

Here at the Phil, we take your privacy and security very seriously and we’re committed to treating your personal information with respect.

Our privacy statement goes into more detail about how we collect, store, manage, process and protect your personal details.

We’ll use your information in accordance with the Privacy and Electronic Communications Regulations 2003 (PECR), The Data Protection Act 1998 (DPA) and the General Data Protection Regulation (GDPR), and any replacement laws.

If you have any questions about this statement, please get in touch with us at data@liverpoolphilharmonic.com.

And remember – you can manage your preferences at any time by logging into your account or by contacting Box Office on 0151 709 3789.

Please be aware that you bring any belongings to an event at your own risk. We can’t be held responsible in any way for any theft, loss or other damage to your property.

Both Liverpool Philharmonic and the event promoter will not be responsible for any loss or damage, death or injury at all (other than death or personal injury due to negligence of Liverpool Philharmonic or the event promoter) unless either Liverpool Philharmonic or the event promoter has breached its legal obligations and such loss or damage is a direct and reasonably foreseeable result of that breach.

With that in mind, when it comes to personal property brought to the venue, the liability of the relevant party shall be limited to the reasonable cost of either repairing or replacing such personal property, subject to fair wear and tear.

Just to note – any personal arrangements you make including travel, accommodation or hospitality bookings relating to an event are organised at the customer’s own risk.

For sold out events (excluding Royal Liverpool Philharmonic Orchestra concerts), we can resell tickets on your behalf if you ask us to. There’ll be a service charge of £5 per ticket (differences in ticket prices may apply). The tickets must be returned to Box Office as soon as possible before we can resell them.

Resale tickets will only be available to customers who call us about the event or visit our Box Office – they won’t be available to buy online. 

We can’t guarantee that returned tickets will be resold and you’ll only receive a refund if your tickets are bought by someone else. We’ll be in touch to let you know if we manage to resell them. The cost of any booking fees will be removed from the resale.

Also, please note we can only offer this service for tickets bought directly from Liverpool Philharmonic, and not from any other ticket agencies.

To list your tickets for resale, get in touch with Box Office on 0151 709 3789.

Our Development department looks after our Priority Booking Scheme (PBS). All income from the scheme goes towards the charitable work we carry out.

Priority tickets are for the personal use of our PBS members only. PBS membership is valid for a year from joining and only one PBS membership is allowed per person.

We let our PBS members know about newly announced events in advance (at least 24 hours before general sale), and they receive a priority booking period. This applies to every concert at Liverpool Philharmonic Hall (excluding films, Music Room performances and concerts by the Royal Liverpool Philharmonic Orchestra, Liverpool Philharmonic’s 10:10 and our Chamber Music series).  

One membership means that you can buy a maximum of four tickets for one event through the PBS scheme. You can book your tickets online, over the phone or in person at our Box Office.  

After setting up a Direct Debit, please allow a couple of days for your PBS membership to become active. If you need the membership urgently, contact us at membership@liverpoolphil.com.

Once your Direct Debit has been processed, you’ll be able to use your membership straight away. This may occur before your first payment is taken – for example, your membership could become active on 3 June, while the payment may not be collected until 25 June.

If you cancel your Direct Debit or fail to make a membership payment, any tickets you’ve purchased during the priority booking period may be released to customers on the waiting list.

Please be aware that abusing our PBS may lead to your membership access being revoked and your account being suspended.

Also, please note that nothing in these terms and conditions constitutes or implies any guarantee of entitlement to a ticket or seat at any given concert. All standard ticket terms and conditions apply.

Our Services
We will do everything we can to send out all CD purchases made on liverpoolphil.com, in protective packaging, within five working days of the order being placed. If an item is out of stock, we’ll let you know via email and share information on when the product will be available. We’ll send out your order as soon as possible after that date. 

For new releases, we might make items available to purchase on pre-order. That means you’ll be able to buy a product via the usual process before it’s in stock. On the product page on our website, we’ll make the date we’re able to send orders out from clear, and we’ll be in touch if there are any unexpected delays.

Exchanges & Refunds
You can return damaged or faulty products to the address listed below within 28 days of the original order being placed. Please also email marketing@liverpoolphil.com stating your name, contact number, the date the order was placed, the product being returned and the reason for this return. Please also let us know whether you’d like another copy of the same product – or another product of equivalent value – to be sent in exchange. We’ll send out the new copy/alternative product as soon as we’ve received the original item. We’ll also refund the cost of posting the return.

If you’d like to return an unwanted product, that’s fine. You can send it to the address listed below within 28 days of the original order being placed, provided the product is sealed or unused (where the product wasn’t sealed on initial purchase). Please also email marketing@liverpoolphil.com stating your name, contact number, the date the order was placed, the product being returned and the reason for this return. When we receive the item, we’ll refund the full amount of the purchase plus the cost of return.

We’ll make all refunds via online transfer and let you know when it’s done. In special circumstances, it may be possible for us to process a refund in a different way – requests for this must be made by emailing marketing@liverpoolphil.com and we’ll let you know whether it’s possible. 

A £2.50 postage and packing fee applies to all orders. 

For exchanges, we won’t apply postage and packing costs to any new products sent. For returns, postage and package costs for the original purchase and return post will be refunded along with the cost of the item. 

We’re happy to post products worldwide, but please note that deliveries outside the UK may take a while, with orders outside Europe taking up to 12 weeks.  

Our Details
Our contact information is:
Liverpool Philharmonic Hall
Hope St
Liverpool
L1 9BP

0151 210 2895
marketing@liverpoolphil.com

All orders are dispatched from this address and all products are charged in British pounds.

You can use gift cards when booking tickets or ordering items from our online shop, but they can’t be used for parking fees, food, drink, programmes or any other merchandise items. 

Gift cards can be used in conjunction with other promotions and can be redeemed in person at our Box Office or over the phone on 0151 709 3789.

Gift cards are valid for 12 months from the date of receipt, and can’t be refunded or exchanged for cash. 

We can’t give any cash back for purchases that cost less than the value of the gift card presented, but we’re happy to provide a new gift card as a credit note. 

Please note that we’re not responsible for expired, lost, stolen or damaged gift cards and won’t be able to refund them. 

Standard terms & conditions apply to tickets purchased with gift cards.

To enter a competition, all stages must be completed before the closing date and (if specified) time. You’ll have to come to the Phil to collect any prizes, with the exception of tickets. We won’t name competition winners publicly – they’ll be contacted directly to claim their prize instead.

Prizes offering alcoholic drinks can only be claimed by over 18s, and you may be asked to provide ID.

Tickets are subject to availability, and can’t be sold or exchanged for an alternative event.

All offers are subject to availability, and we reserve the right to withdraw any advertised offers without notice. Offers and discounts don’t apply to previously purchased tickets and no other discounts apply.

Discounts don’t apply to online and phone booking fees.