When ordering tickets for theatre shows and live events, we set a time limit for all users to enter their details and pay for their tickets. As on other ecommerce websites, you will see the countdown timer at the top of the screen. If you don’t complete your booking within this time limit, or decide not to proceed, your tickets are released and made available to other customers.

There may be occasions when users place their order at the same moment the timer runs out. If the transaction isn’t successfully processed in time, you will not receive an email order confirmation, but it may appear you have been charged. The likelihood is you will not have been charged, despite the payment showing as pending. This pending payment will clear in 3-5 working days.

If you don’t receive an order confirmation email within 24 hours we recommend you rebook your tickets. Unfortunately, we cannot guarantee the same tickets will be available. In the unlikely event you face this issue more than once, or believe you have been charged for the tickets, please contact us and we’ll be happy to help.