Purpose
This policy outlines the guidelines for managing customer Box Office Account Credit at Derby Theatre for all products and services. It establishes a six-year validity period for all account credit, in compliance with the Limitation Act 1980.
Scope of Application
This policy applies exclusively to account credit issued by Derby Theatre in the following circumstances:
- Credit generated from cancelled or rescheduled performances, which is issued as a remedy for the theatre’s inability to fulfil its contractual obligations (remedy credit).
- Credit issued as a result of ticket swaps or promotional offers, which is granted as a gesture of goodwill and does not arise from any legal or contractual obligation (goodwill credit).
Exclusion
This policy does not apply to gift vouchers purchased by customers. Gift vouchers are subject to their own terms and conditions, including their validity period, which is stated at the time of purchase.
General Rule
All box office account credit issued to customers will remain valid for six years from the date it is issued, irrespective of the credit type. Thereafter any unclaimed credit will be retained by Derby Theatre and recognised as income to support its charitable objectives.
Customer Access
Customers can view their remaining account credit and its expiration date by logging into their online account or by contacting Derby Theatre customer support at DerbyTheatreTickets@derby.ac.uk. The Box Office team will assist customers with enquiries related to account credit usage.
Handling Expired Credit
Post-Expiration Handling
- Any account credit remaining unclaimed after six years will expire.
- Customers may no longer redeem expired credit but may request consideration for reinstatement under exceptional circumstances by contacting the Box Office.
Exceptional Circumstances
Derby Theatre recognises that some customers may face unforeseen circumstances preventing them from using their credit. In such cases:
- Customers may request an extension of their account credit validity period.
- Requests will be considered on a case-by-case basis, and Derby Theatre will aim to provide a fair resolution.
Unclaimed Funds Use
Any funds associated with expired credits will be retained by Derby Theatre and recognised as income to support its charitable objectives. These objectives include community programs, educational initiatives, and artistic development, as defined in the theatre’s governing documents.