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O2 Shepherd’s Bush Empire
ADMISSION, REFUSALS & EJECTIONS
In accordance with section 27 of the licensing law the venue has the right to refuse admission without providing a reason. If you have consumed alcohol prior to arrival & appear to be in an intoxicated state or behave inappropriately in the queue or in view of the venue staff you may be refused entry without a refund.
Crowd surfing, smoking within the venue, the throwing of drinks and any other behaviour deemed as inappropriate whilst inside the venue will result in ejection from the premises without a refund.
O2 Shepherd’s Bush Empire restrict the age of those attending to children 8 years old and over due to sound levels and crowd profiles. We strongly discourage bringing any child under the age of 8 to shows unless agreed in writing with the Venue Management in advance of the show. To attend a show unaccompanied you must be over the age of 14.
Children (8-13) attending shows should have appropriate ear protection provided by their legal guardian. The Venues do not provide suitable protection for younger patrons. Accompanying adults should be confident that the child will not cause disruption to other patrons and may be asked to leave the venue if they do so without a refund.
Patrons with a child / children under 8 arriving at the venue without any prior contact and appropriate hearing protection will need to speak with the duty manager who will assess the situation. If the duty manager feels that there is no way to accommodate the child safely in the venue due to sound levels, crowd profile, type of act etc. then they have the right to refuse entry without a refund.
Anyone over 8 & under 14 years old must be accompanied by an adult (over 18) and seated in the balcony / seated area. No more than two under 14 year olds per adult.
The Venue Management have the right to refuse entry without a refund.
Children who appear to look under the age of 14 that arrive at a show and cannot prove they are 14 or over may be refused entry depending on the type of show. This decision will be made by the duty manager. Parents will be called to collect their child if the show is not suitable for the person to attend unaccompanied. No refund will be given in this instance.
Some events are Over 18’s and in some cases over 21’s with no exceptions.
Please ensure you read all the show details prior to booking tickets.
All tickets should be purchased through one of the recognised outlets or in person at the venue box office. The Box Office opening times are 4pm-6pm on show days only.
Tickets can not be purchased over the phone directly with the venue.
For non received, lost or stolen tickets please contact the outlet that the tickets were booked / purchased through and not the venue directly.
BEWARE OF SECONDARY TICKETING (Touts, eBay, etc).
Fraudulent tickets such as cancelled & duplicated tickets can be sold on the secondary ticketing market. The venue is unable to help with ticketing problems unless tickets are purchased with an authorised ticketing agent.
A list of official ticketing agents can be found on the websites, these include, TicketWeb, Ticket Master, SEE Tickets, Ticket Line and Star Green.
CAMERAS & RECORDING EQUIPMENT
For the satisfaction of other customers please refrain from using iPads or tablet devices to film or photograph performances. Customers who persist may be asked to leave the venue.
No professional cameras (with large or detachable lenses), video cameras or tape recorders are permitted in the venue. Should you be found to have these on arrival you will be asked to either take them back to somewhere safe or be asked to deposit them in the cloakroom or leave with the box office.
Small compact cameras are allowed unless specified on the day of the show.
If you are lucky enough to look under 25, you will be asked to prove that you are over 18, when you purchase alcohol.
Challenge 25 is the same principle as challenge 21. All customers who look under the age of 25 will be required to provide ID when purchasing alcohol.
If you are under 18 you are committing a criminal offence if you attempt to buy alcohol and you may be ejected without a refund or held until a responsible adult can come and collect you.
People over the age of 18 found purchasing drinks for those not of legal age will be ejected without a refund.
Only acceptable forms of proof are accepted. These are listed under the ID policy.
The venue has one cloakroom available to customers with stalls tickets only, and charge £2 per item. O2 customers can use them for free by texting MOMENTS to 2020, finding the free cloakroom offer and showing the code at the cloakroom on the night.
If you are bringing a bag bigger than a ladies handbag and items such as motor bike helmets, backpacks etc with you we request that these are left in the cloakroom.
Please be aware that no item will be given out from the cloakroom without the matching ticket being presented. If you have lost your ticket you will be asked to wait till the end of the event to collect your belongings.
If you have selected the Box Office option when booking tickets they will be available for collection from the box office on the day of the show.
To collect tickets from the box office you will need to have a copy of the order confirmation, ID and the card used as payments for the tickets.
If you are collecting a ticket(s) and you are not the person whose card was used for the purchase, please ensure you bring with you a signed letter of authorisation from the card holder which details your name and the last four digits of the card used to purchase the tickets.
O2 Shepherd’s Bush Empire is keen to promote equality of opportunity for people with disabilities and where possible have taken the necessary steps to meet customers requirements. Please refer to the Access tab for information on how to book tickets and the specific facilities at this venue.
There are no restrictions with regards to clothing at most events, however if wearing a hat, hoody or bike helmet you may be asked to remove these prior to entry and that they be deposited in a cloakroom.
Some venues do not allow football colours and some items of fancy dress may be confiscated.
FOOD & BEVERAGES
No food or beverages should be brought into the Venues; these will be removed on search and confiscated. This includes sweets & chewing gum.
Free drinking water is available on request at bars throughout the venues.
Should you require the items for medical reasons please make this known to the security personnel on the front door who will contact the Duty Manager & medical personnel to discuss this in private.
Alternatively if possible contact the Venue via email in advance of the show.
Anyone who looks to be under the age of 25 years will be challenged to prove their age to buy alcohol. The venue operates Challenge 25.
Accepted forms of ID are: Driver's license (full or provisional), or a Passport (valid) or PASS Card with the pass hologram.
Any ID found to be fraudulent will be confiscated.
ISSUES DURING THE SHOW
If you have a complaint about the venue or event please speak to a member of security who will try to assist and in turn, if necessary, contact a Duty Manager immediately during the show to try and resolve the issue.
Complaints after an event should be sent in writing (via email) directly to the Venue’s enquiry address listed on their website or alternatively to the Operations Department, details are listed under the contact option on the Academy Music Group website.
LOST PROPERTY / LEFT ITEMS
If you have lost items or left them in the cloakroom please email the venue directly on email@example.com with a description of the missing item, date of the show, contact details and any other relevant information. The venue will check and if the item can be located will be in contact to arrange for you to collect the item.
The venues keep items for a maximum of three weeks, after this period they are passed to local charity shops. Valuable items may be held for a longer period.
Items such as passports etc are handed to the police if not collected within the time frame.
Merchandise can be purchased from the stand located in the main foyer, or alternatively at the stand inside the stalls area (stalls customers only).
NOISE & SOUND LEVELS
Please be aware that there will be high sound levels during shows and patrons may be subject to continuous sound levels which may cause potential damage to hearing. Ear plugs are available on request should they be required.
The venue operates a neighbour friendly policy, when leaving the venue please make as little noise as possible
Once you have entered a venue there will be no pass outs and no re-admittance. Should you leave the venue for any reason you will not be readmitted and no refund will be given.
PRESCRIPTION DRUGS & MEDICATION
We discourage bringing medication to the Venues; however we do understand that for some people this is a necessity. Therefore should a person attend a show with prescription drugs the following applies:
Please be aware that evidence may be requested by security or the medic on entry. You may also be requested to speak with the Duty Manager.
A person who intends to bring into a venue medical sharps will be asked to discuss their usage with the Senior Duty Manager & the venues medical staff, in a private area, to ensure that their condition requires immediate access to these items and to also ensure the customer is aware of how to locate and access an area whereby they can administer the required treatment without any concern.
Depending on the nature of the event, customers in seated areas may be requested to remain seated throughout to guarantee an unobstructed view for those behind, especially in the front rows. Customers who do not wish to remain seated are asked to use the standing areas to the sides and to the rear of the seats. Failure to comply with requests from security to sit down may result in ejection without a refund.
Please also note that the balconies on the vast majority of shows sold as unreserved seating / standing so seats may not be available to those arriving late. Please bear this in mind when planning your arrival time and see the Access tab if you have special requirements.
SHOW TIMES / SUPPORT BANDS
For the majority of shows the doors open at 7pm with a curfew of 11pm. On nights when there are club events after a gig the curfew can be 10pm or 10:30pm.
Door opening times will be printed on the tickets.
Late night events start and finish times differ and details will be on the tickets and the event information page found on the venue’s website.
Show times & support acts will be listed on the venue’s website & social networking pages as and when they are known to the venue. Normally this is not known until the day of the show.
All times and support acts listed are subject to change and are to be used as guidance only. Do not use the stage times listed to make travel arrangements.
In line with the law, O2 Shepherd’s Bush Empire is a non smoking venue.
Smoking is not permitted in any area of the venue. As a result of customer demand there is a dedicated smoking area which is accessible from approximately 9pm on 7pm – 11pm shows.
Please note Smoking Areas are not opened until the majority of customers are in and approximate times are specified which are subject to change.
Please be aware if you appear to be under 18 you may be asked for ID to enter the smoking area.
Those found to be smoking inside the venue may be ejected without a refund.
STROBE LIGHTING & PYROTECHNICS
Some shows will contain strobe lighting or smoke effects. Signage will be up in the venue to advise of this. Should you have an issue please speak to a member of staff on the night.
TERMS & CONDITIONS
Terms and conditions can be found on the reverse of all tickets and on the bottom of home printed tickets.
These can be viewed by clicking this link http://promo.academy-music-group.co.uk/ticketterms.html
Crowd surfing and the throwing of drinks are strictly prohibited in the venue and those who do this will be ejected without a refund.
Patrons who appear to be under the influence of alcohol or drugs will be refused entry without a refund
In line with licensing law the venue has the right to refuse admission to any patron without providing a reason.
A ticketfast ticket is sent to you via email and must be printed off at home clearly on paper and presented at the door on the night of the show.
When this option is selected you will receive an order confirmation email and then a second separate email with pdf attachment which is your ticket(s) to be printed.
Each individual ticket must be printed off (if more than one is purchased).
Please do not print the same one multiple times.
Unfortunately Ticketfast / e-tickets can not be accepted displayed on any touch screen device.
O2 Shepherd's Bush Empire is the trading name of Academy Music Group Limited. Registered in England. Company number 3463738. 211 Stockwell Road, London SW9 9SL.
VAT no: 710648159.