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Campus West Terms & Conditions

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

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

General Rules

  • Campus West 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 Campus West.
     
  • The parents/guardians are fully responsible for the control/behaviour of all children and the subsequent consequences of their actions.
     
  • Campus West 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. Campus West does not accept responsibility for the supervision of children of any age.
     
  • From time to time equipment and spaces, within Campus West, 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 Campus West.
     
  • We reserve to right to alter, remove, and add any of the facilities as part of a process of continuous improvement and customer safety review. 
     
  • We reserve the right to refuse admission or ask you to leave, using appropriate action to enforce this right, in any given situation.
     
  • If due to unforseen circumstances, for example; extreme weather, Campus West has to close a full refund will be made available.
  • For a small consideration for like-for-like events only and subject to availability, we can exchange tickets for screenings and performances. See FAQ - Can I exchange my tickets? for more details.

  • The Duty Manager's word is final in all circumstances.

  • This information and terms and conditions are subject to change at any time.

Rules of Admission

  • The Manager’s word (representing the Council) is the final decision for all matters pertaining to daily operation of Campus West.
     
  • 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 Theatre, The 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, The Cinema. Plastic/paper cups will be offered. Food and drink not purchased on the premises cannot be consumed here.
     
  • 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 Campus West.
     
  • Campus West is a non-smoking establishment, this includes electronic cigarettes.
     
  • Campus West reserves the right to refuse admission in reasonable circumstances or to request any ticket holder to leave Campus West and to take appropriate action to enforce this Right.
     
  • Campus West 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. This is not negotiable. The decision of the bar staff is final. Those forms of ID listed above are acceptable.
     
  • Campus West reserves the right to refuse the serving of alcohol to any person known or believed to be under the age of eighteen. Furthermore, Campus West 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 than that purchased from Campus West, is allowed on the premises.
     

Purchase of Tickets

  • By purchasing a ticket(s) by any means (telephone, over the counter and online or other method yet to be defined), you are agreeing to our terms and conditions of sale. Please be sure you abide by this term and condition before any purchase.
     
  • If you buy tickets for events where Campus West 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.
     
  • Campus West 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 Visa, MasterCard, Maestro, Delta, Electron Solo, BACs, Cash and Cheque. We take contactless payment and also accept Apple Pay and Google Pay. 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 may 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. A Babes-in-Arms constitutes as 12 months or under.
     
  • 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 babes-in-arms. This ruling also applies to registered disabled and carer (RD) tickets. Campus West reserves the right to eject or take action against individuals who obtain tickets fraudulently.
 

Theatre (Live On Stage) 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. Campus West 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.
 

The Cinema at Campus West 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 Humphrey’s Food and Drink Cafe outside of cinema Screen 2 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. Campus West 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

Roller-skating can be inherently dangerous. Anyone taking part in RollerCity skating sessions and skate parties freely accepts and assumes they are participating at their own risk. Campus West accepts No responsibility for any harm incurred whist skating at RollerCity.

 

Campus West will ensure that RollerCity is managed appropriately and provide free of charge wrist, elbow and knee pads for use duration of a skating session.

We strongly recommend that all skaters are 8+ as we find that those 7 or under generally do not enjoy skating unless they are experienced. We leave this to your discretion

Skate Parties

Exclusive Skate Parties

The hire period and time for RollerCity is for the agreed party type that is agreed at the time of booking. Access is 10 minutes before the advertised start time and vacation must be within 10 minutes of the advertised end time of the party.

This is an example only:
Access 5.50pm
Advertised start time 6pm
Advertised end time 8pm
Vacation by 8.10pm

Skate Parties in Public Sessions

The hire period and time for RollerCity is for the agreed party type that is agreed at the time of booking. Entry time is the advertised start time and you can stay in the session after your party up until the end of the normal session time.

All Parties:

  • All children (17 years and under) attending a party must be accompanied and supervised by a responsible adult at all times. Campus West Does not accept responsibility for the supervision of children.
     
  • All skate party prices include VAT.
     
  • Skate parties are available to book online and at Campus West Humphrey’s Food and Drink Cafe outside of cinema Screen 2.
     
  • We are sorry but there will be no refunds once a party has been paid for.
     
  • Skate parties can only be held for those aged 8 and over and all skaters must be aged 8 and over as we find that those 7 or under generally do not enjoy skating unless they are experienced. We leave this to your discretion.
     
  • Skate parties cannot be sold to anyone under the age of 18.
     
  • The maximum guests including skaters and non-skaters for all parties will be between 30 and 100 depending on the party ordered.
     
  • 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.
     
  • Use of your own roller skates or roller blades IS welcomed.
     
  • RollerCity 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).
     
  • 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 than that purchased from Campus West, is allowed on the premises.
     
  • 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, Campus West has to close a full refund will be made available.
     
  • A group of 10 or more children, or 15 or more skaters is NOT a party unless it involves a transaction for an in session or exclusive party.
     

Public Skate Sessions

We operate a ‘No ID – No RollerCity’ policy to manage entry into any age restricted session. Everyone, who looks under or over the specified age restriction, is required to produce either proof of their age to gain entry. ID types are listed earlier in these term and conditions. If you have bought tickets in advance you will still have to bring ID with you, if you do not bring an approved ID you will be refused admission and tickets will NOT be refunded. No other forms of ID are accepted.   

  • Under NO circumstance can candles be lit or any form of naked flame be used in RollerCity.
     
  • If you have bought tickets in advance, ID will still be required. Those without ID, will be refused admission. Tickets will NOT be refunded.          

Babes-in-arms (12 months or under)

Babes In Arms are allowed into RollerCity sessions but must have a ticket for admission. Children under 12 months can obtain a free ticket from the till at the entrance of RollerCity; any child over 12 months can pay Spectator Prices (if available). Please be aware that RollerCity sessions can be very loud and may not be suitable for very young children.

Accessibility

  • Complimentary tickets are offered for essential carers for disabled visitors.
     
  • Wheelchairs are allowed to RollerCity provided the carer supervises the wheelchair and the user at all times and the carer wears shoes and not skates whilst on the rink. We also can provide a ramp up to the rink entrance as there is a very small step at the entry and exit point. By ordering wheelchair accessible ticket, you acknowledge that the accessible ticket and carer ticket are for use of a person with a disability. Campus West reserves the right to eject or take action against individuals who fraudulently obtain these tickets.

More About Public Skate Sessions Admissions

  • An adult constitutes as 18 years and over and a child constitutes as 17 years and under.
     
  • Children must be accompanied by an adult unless the session description states otherwise.
     
  • Adults in family sessions must be accompanied by at least one child.
     
  • Children that are 10 years and under must be accompanied by an adult at all times when in RollerCity.
     
  • The parents/guardians are fully responsible for the control/behaviour of all children and the subsequent consequences of their actions.
     
  • No food and drink, other that purchased from RollerCity or Humphrey's Food | Drink, is allowed during public Skating sessions.
     
  • Roller Skate Disco: There is no re-admittance once you have left the session and a new ticket will need to be purchased.
     
  • The designated party area is not for the public when it is in use. 
     
  • Alcohol is not allowed into RollerCity except for sessions that are explicitly for those who are 18 years and over.
     
  • Alcohol is only permitted for consumption by persons that are 18 years and over (or as the law dictates) - ID will be asked for.
     
  • Private skates will be checked on entry. You must cover protruding axel nuts on inline skates, otherwise their use will be banned.
     
  • No stunt, speed or chariot skating during any skate sessions.
     
  • Any injuries regardless of severity should be reported to a member of staff.

  • Do not skate against medical advice or with any condition which could be exacerbated by such.

  • Skaters or spectators must not enter the DJ booth, staff area or other restricted areas.

  • Campus West is not responsible for items lost, stolen or damaged in RollerCity or any other part of the building.

  • Skaters must ensure all hired skates are returned to the Skate Hire counter after a skate session or party.

  • The Manager has sole responsibility for admissions and determines the number of admissions during the operation.
     
  • The final decision is linked to providing both a safe and quality experience for all those skating. No more than 200 people are admitted at any one time. From time to time a one in one out system may operate and this is controlled by the Manager.
     
  • For a public session there will be three Front of House Assistants (FOHA) in RollerCity for up to 150 customers at any one time and 1 additional FOHA thereafter for every additional 50 customers.
     
  • Safety pointers so you can maximise your enjoyment of your visit to RollerCity:
     
  • Protective safety equipment is available for you to use, free of charge. Please ask at the Skate Hire.
     
  • If you fall or hurt yourself please see a marshal. They are here to help you!
     
  • No skating is permitted on the raised public area or by the Skate Hire.
     
  • No Chewing Gum.
 

Soft Play City Specific

  • Children must be accompanied and supervised by a responsible adult at all times. Campus West does not accept responsibility for the supervision of children at any time.
     
  • 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. Campus West reserves the right to eject or take action against individuals who fraudulently obtain these tickets.

Soft Play Parties

  • All children (17 and under) attending a party must be accompanied and supervised by a responsible adult at all times. Campus West 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 any of the tills in Soft Play City.
     
  • 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 100 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).
     
  • 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.