CWE Terms & Conditions

General T&Cs (applies to all areas of the building)

CW Entertainment refers, for the sake of this document, Hawthorne Theatre, RollerCity, Welwyn Garden City Cinema, Soft Play City, Humphrey’s Cafe and any events that are owned and promoted by CW Entertainment including events that take place outside CW Entertainment i.e. The Vineyard Barn and Hazel Grove Community Centres and other spaces not determined CW Entertainment is owned and operated by Welwyn Hatfield Borough Council.

General Rules

  • CW Entertainment does not accept responsibility for the loss or damage to any personal belongings.
  • Under NO circumstance can candles be lit or any form of naked flame be used in CW Entertainment.
  • The parents/guardians are fully responsible for the control/behaviour of all children and the subsequent consequences of their actions.
  • CW Entertainment is a parent or carer supervised facility.  We employ a team of extremely dedicated and committed staff who pride themselves in offering a very high standard of customer service.  Their friendly and professional approach ensures a clean, safe and comfortable environment for all.   
  • Children that are 10 years and under must be accompanied and supervised by a responsible adult at all times. Children 11 to 17 remain the responsibility of their parents/guardians at all times even if the parent/guardian is not present. CWE Does not accept responsibility for the supervision of children.
  • From time to time equipment and spaces, within CWE, may be closed for maintenance or repair, we will ensure our best efforts that all areas are open but we cannot guarantee this. For example this may mean that a piece of equipment with Soft Play City may not be in use, part of the Rollerink may be under repair or cinema seats are out of use. 
  • Food and drink not purchased on the premises cannot be consumed at CW Entertainment.
  • We reserve to right to alter, remove, add any of the facilities as part of a process of continuous improvement and customer safety review. 
  • The Manager's word is final in all circumstances
  • This information is subject to change at any time.

Tickets

  • Purchase of Tickets
    • By purchasing a ticket(s) by any means (telephone, over the counter and online), you are agreeing to our terms and conditions of sale
    • If you buy tickets for events where CW Entertainment is acting as a ticket agent then in addition to these terms of business you are also bound by the client’s term of business, which may differ from our own – please visit the appropriate website for that information.
    • CW Entertainment reserves the right to sell tickets through outside agencies. We accept no responsibility for tickets or services purchased through an agency or third party.
    • We accept payment by Cash, Cheque, Visa, Delta, MasterCard, Maestro, Electron Solo and BACs. We do not accept American Express cards.
    • Discounts are shown in the listings for each show but may not be available for all performances. From time to time we may also make supplementary special offers in addition to those published in the Events Diary or on our website. Discounts cannot be combined with other offers (unless specifically stated) or applied retrospectively, and may be withdrawn at any time. Proof of ID may be required. Some discounts will not be available online.  For certain screenings, events and sessions “Free tickets”, “VIP’s”,  and any “discounts” offered including the Zebra Card discount,  will not apply. In such cases, this will be advertised on our websites
    • Tickets for schools or groups must be paid for before any changes in the price setup (expiration of discounts of any kind) as advertised or no later than 7 days prior to a performance (whichever is sooner) by which time payment must be made to confirm the booking.
    • An adult constitutes as 18 years and over, a child constitutes as 17 years and under, a senior constitutes a person over 60 years. A student must produce a valid photo I.D student card.
    • If you are ordering carer and baby seats for performances that allow babes-in-arms, you are acknowledging that these tickets are for the explicit use of a carer and a baby. This ruling also applies to registered disabled and carer (RD) tickets. CW Entertainment reserves the right to eject or take action against individuals who obtain tickets fraudulently.
  • Refunds and Exchanges
    • Tickets may be exchanged through the Box Office on a like-for-like basis for another performance and this will incur a £2.00 administration fee. This only applies to the Hawthorne Theatre, Hawthorne Studio, RollerCity, Soft Play City, Welwyn Garden City Cinema and Hawthorne Productions events and sessions.
    • Tickets cannot be refunded.
    • If for whatever the reason CW Entertainment and it operations closes due to unforeseen circumstances i.e. snow, other inclement weather and building evacuation or for whatever reason, we will offer replacement tickets to at least the value of the original ticket.
    • If for whatever reason circumstances prevent the customer from attending CW Entertainment and its operations, no replacement or refund will be given. The decision not to attend any event is then purely that of the hirer or customer. This includes inclement weather.
    • If for whatever reason a live satellite broadcast fails wholly or in part during a broadcast, CW Entertainment and it operations will not be liable for any refunds and exchanges. CW Entertainment will make every reasonable effort to ensure there are no failures however poor weather conditions and technical challenges by producers and distributors of a live broadcast are beyond CWE Entertainment control. Nevertheless, CWE may address such event on a case by case basis as each live broadcast will have a unique set of circumstances around it
  • Ticket Reservations - Reservations are not valid within 24 hours of a performance, screening or session. However, tickets may be reserved in advance for selected events and can be held without payment for up to 48 hours as long as the reservation is made more than 72 hours in advance of the event date. If after this time payment is not made to confirm the reservation, the tickets will be released/un-reserved.

  • Re-Selling Tickets
    • Re-selling your ticket for profit or commercial gain makes it void. Only tickets purchased from CW entertainment or our appointed agents are valid for admission.
  • Changes to advertised events
    • CW Entertainment reserves the right to alter the event and cast or session as advertised in advance where such alterations are necessary due to unforeseen circumstances.
    • If an event or session is cancelled, CW Entertainment will not be liable for any additional travel or accommodation expenses.

Rules of Admission

  • The Manager’s word (representing the Council) is the final decision for all matters pertaining to daily operation of CW Entertainment.
  • Babes-in-arms are classified as 12 months or under. Each operational areas deals with them slightly differently, please see individual sections below.
  • Everyone entering the Hawthorne Theatre, Welwyn Garden City Cinema, Soft Play City or RollerCity needs a valid ticket which must be produced on arrival and shown to a Front of House assistant.  
  • Glass and china is prohibited in the Hawthorne Theatre, Welwyn Garden City Cinema, Soft Play City or RollerCity – plastic/paper cups will be offered. Food and drink not purchased on the premises cannot be consumed here.  Please note that food will be served in china plates only to adults. 
  • Mobile phones, pagers and alarms must be turned off at all times during the performances/screening. For public screenings, all events and sessions, cameras and recording equipment are not allowed in CW Entertainment.
  • CW Entertainment is a non smoking establishment, this includes electronic cigarettes.
  • CW Entertainment reserves the right to refuse admission in reasonable circumstances or to request any ticket holder to leave CW Entertainment and to take appropriate action to enforce this Right.
  • CW Entertainment operates a no I.D no entry policy for age restricted events. Everyone, who looks under or over the specified age restriction, is required to produce one of these forms of I.D:

If you have bought tickets in advance you will still have to bring ID with you, if you do not bring ID you will be refused admission and tickets will NOT be refunded. No other forms of ID are accepted.

  • Animals are not allowed in any part of the premises (except Guide or Hearing Dogs).
  • Customers may not do anything on the premises that might endanger the premises, its occupants, or violate its terms of insurance.
  • We reserve the right to refuse admission or to ask you to leave, using appropriate action to enforce this right, in any given situation.

Alcohol and I.D

  • ID will be required for anyone who appears to be under the age of twenty five acceptable forms are:

This is not negotiable. The decision of the bar staff is final.

  • The Council reserves the right to refuse the serving of alcohol to any person known or believed to be under the age of eighteen. Furthermore, The Council reserves the right to have removed from the premises any person attempting to purchase alcohol for consumption by a person known or believed to be under the age of eighteen
  • Strictly NO alcohol, other that purchased from CW Entertainment, is allowed on the premises.

Hawthorne Theatre Specific

  • Babes-in-arms
    • Babes-in-arms are only allowed into pantomime performances or as indicated in the publicity. All babes-in-arms must have a ticket for admission. To keep distractions to a minimum during these performances, we ask that you take the baby outside if they are continually crying.
  • Accessibility
    • Complimentary tickets are offered for essential carers for disabled visitors.
    • By ordering wheelchair accessible spaces and a carer seat, you acknowledge that the accessible spaces and adjacent carer seat are for use of a person with a disability who requires accessible seating due to that disability, and the adjacent seat is for the carer of that patron using a wheelchair. CW Entertainment reserves the right to eject or take action against individuals who fraudulently obtain wheelchair accessible spaces and carer seats.  This ruling also applies to registered disabled and carer (RD) tickets.

Welwyn Garden City Cinema Specific

  • Babes-in-arms
    • Babes-in-arms (children aged under 12 months) are only allowed into screening of any films that start on or before 1:00pm on a Saturday and Sunday, and during school holidays. However our compliance with BBFC rules will always overide any arrangement or decision on who is allowed to see a film screening.  A complimentary ticket must be obtained from the Box Office for any Babes-in-arms. When purchasing tickets online if you are a parent/guardian of a baby please click the Carer option when selecting your seats. To keep distractions to a minimum during these screenings, we ask that you take the baby outside if they are continually crying. 
  • Accessibility
    • Complimentary tickets are offered for essential carers for disabled visitors.
    • By ordering wheelchair accessible spaces and a carer seat, you acknowledge that the accessible spaces and adjacent carer seat are for use of a person with a disability who requires accessible seating due to that disability, and the adjacent seat is for the carer of that patron using a wheelchair. CW Entertainment reserves the right to eject or take action against individuals who fraudulently obtain wheelchair accessible spaces and carer seats.  This ruling also applies to registered disabled and carer (RD) tickets.

RollerCity Specific

  • Babes-in-arms
    • Babes-in-arms are allowed into all public sessions. All babes-in-arms must have a ticket for admission. It is worth noting that the volume level of most sessions is high and it is not recommended for babes-in-arms.
  • Accessibility
    • Complimentary tickets are offered for essential carers for disabled visitors.
    • By ordering wheelchair accessible ticket, you acknowledge that the accessible ticket and carer ticket are for use of a person with a disability. CW Entertainment reserves the right to eject or take action against individuals who fraudulently obtain these tickets.
    • It is not possible for wheelchairs to be on the skating rink at any time. We may have a variety of different skating abilities on the rink at any one time, which may cause skaters to fall and/or move unpredictably. As a result, this increases the potential risk of injury to both wheelchair users and other skaters. During Exclusive Parties, wheelchairs are permitted on the rink. RollerCity, as a venue, is accessible for wheelchairs.
  • Parties
    • All children (17 and under) attending a party must be accompanied and supervised by a responsible adult at all times. CWE Does not accept responsibility for the supervision of children.
  • Skates
    • We offer skates to hire however you may bring your own skates to be used on the rink.  We reserve the right to check your personal skates and if we feel they are not fit or safe to use then you can hire a pair of our skates. 
  • Safety
    • Roller skating, by its very nature can be dangerous, we encourage all skaters to either use their own protective equipment or what we provide free of charge (elbow and knee pads and wrist guards).  Whilst we make every effort to provide enough protective equipment for every skater we cannot guarantee this, it is offered on a first come first served basis. 

Soft Play City Specific

  • Children must be accompanied and supervised by a responsible adult at all times. CWE Does not accept responsibility for the supervision of children.
  • There is no re-admittance to Soft Play City on a single ticket
  • Babes-in-arms
    • Babes-in-arms are only allowed into Soft Play City. All babes-in-arms must have a ticket for admission which can be attained from any till point.
  • Accessibility
    • Complimentary tickets are offered for essential carers for disabled visitors.
    • By ordering wheelchair accessible ticket, you acknowledge that the accessible ticket and carer ticket are for use of a person with a disability. CW Entertainment reserves the right to eject or take action against individuals who fraudulently obtain these tickets.
  • Parties
  • All children (17 and under) attending a party must be accompanied and supervised by a responsible adult at all times. CWE Does not accept responsibility for the supervision of children.
  • All Soft Play City parties prices include VAT.
  • Soft Play parties are available to book online and at the box office.
  • We are sorry but there will be no refunds once a party has been paid for, You can however exchange a Soft Play Party for the same rate or a higher-rate party for a different date or/and time when options are available. 
  • Soft Play City will provide the adequate staff for all parties.
  • Soft Play Parties cannot be sold to anyone under the age of 18.
  • The Blue Area of Soft Play City is intended for play for children up to the age of 8 and up to the height of 1.50m.
  • SPC exclusive parties: The maximum number of guests is 60 with an unlimited number of adults.   
  • Party organisers and/or hirers are fully responsible for the actions and control of all guests, adults or children, attending the party or private hire.
  • Soft Play City does not accept responsibility for the loss or damage to any personal belongings.
  • Animals are not allowed in any part of the premises (except Guide or Hearing Dogs).
  • SPC exclusive parties:The party organiser is not permitted to sub-let the premises.
  • The party organiser may not do anything on the premises that might endanger the premises, its occupants, or violate its terms of insurance.
  • Strictly NO alcohol, other that purchased from CW Entertainment, is allowed on the premises.
  • No glass is permitted in Soft Play City at any time.
  • We reserve the right to refuse admission or to ask you to leave, using appropriate action to enforce this right, in any given situation.
  • If due to unforeseen circumstances, for example; extreme weather, CW Entertainment has to close a full refund will be made available.

Revised 10 August 2017