By purchasing your ticket and your payment being accepted, a legally binding contract is created between you and West Suffolk Council. This contract shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes. Tickets may be sold for events both within and without the West Suffolk area. These terms and conditions shall apply to all methods of booking and payment.

By purchasing your ticket(s) by card, you warrant that all details you provide to us are correct, that you are authorised to use your chosen method of payment and that you have sufficient funds to cover the cost of the ticket(s).

All tickets are subject to availability.

Test and Trace

As part of your booking we will ask you for an up to date contact tracing phone number to comply with NHS Test and Trace. Your telephone number will never be used for marketing purposes.

If you would like your phone number to be deleted after you have attended any event, please contact the box office by email or phone 01284 758000 and we will permanently remove this for you.


Every member of the audience must be in possession of a valid ticket. Altered or defaced tickets will not be valid.

The Apex or external venue reserves the right to provide alternative seats or places to those specified on the ticket.

Strict age restrictions apply to some events. Please check with the box office in advance.

Management staff across West Suffolk Council are authorised to refuse you admission to any event and reserve the right to do so, if, in their absolute judgement, your conduct is such that it is likely to disrupt or disturb other persons attending any event promoted by the aforementioned council. We also reserve the right to terminate your permission to remain at the event location and remove you from the event location in similar circumstances.

We may, on occasion, have to conduct security searches to ensure the safety of customers.

The West Suffolk Council or The Apex accept no responsibility for lost or stolen property.

No refunds will be offered to you if you are refused entry or removed from any event run by West Suffolk Council or The Apex in such circumstances as are detailed herein.

Latecomers will only be admitted into an event, or The Apex, at a suitable break in the performance and at the discretion of The Apex or the local event management.

Only food and drink purchased at The Apex may be consumed in The Apex and similarly any event run by West Suffolk Council with catering or hospitality offered.

No cameras or video or audio recording equipment are permitted at The Apex without the express permission of the event promoter and The Apex management staff. The making of recordings and photography without such express permission, with or without flash, is strictly forbidden.


The Apex and West Suffolk Council are not liable for any tickets that are lost or stolen. Standing tickets will not be duplicated under any circumstances.

Due to health and safety regulations, The Apex operates a policy of no standing in the balconies.

Please check your tickets as mistakes cannot always be rectified.

Returns Policy

Tickets for events promoted by The Apex or with West Suffolk Council are non refundable. If you are unable to attend an event, tickets may be returned to the box office up to one week prior to the date of the event and your Apex account (which is created at the time of booking) will be credited with the value of the ticket, less a £2 administration fee per ticket. Please note, booking fees are not refundable. Your Apex credit may be used to purchase tickets for a future event at The Apex. Within seven days prior to the performance, we may re-sell your tickets once the original performance you have booked for has sold out, although there is no guarantee we will be able to re-sell them. To re-sell tickets, the originals must be returned to the box office at least 24 hours before the performance for which the tickets have been purchased. This service is subject to a handling charge of £2 per ticket and is solely at the discretion of the Box Office Manager. We reserve the right not to accept tickets for re-sale or exchange.

Tickets for events promoted by a third party or where The Apex are co-promoting with a third party are non refundable and will not be credited to your Apex account. Please visit promoter's website for terms and conditions (The Apex terms and conditions do not apply). If you cannot use tickets already paid for we may re-sell your tickets once the original performance you have booked for has sold out, although there is no guarantee we will be able to re-sell them. To re-sell tickets, the originals must be returned to the box office at least 24 hours before the performance for which the tickets have been purchased. This service is subject to a handling charge of £2 per ticket and is solely at the discretion of the Box Office Manager. We reserve the right not to accept tickets for re-sale or exchange.

Tickets purchased through an agent representing The Apex or an externally run event must be exchanged with the agent and not with The Apex or the box office, and are sold subject to the agent's own terms and conditions.

Booking fees

Do you have questions about our booking fees? We've answered some common queries here.

All of our ticket prices on events added between 2 April 2018 - 13 April 2021 include a £1 per ticket booking fee. All events added after 13 April 2021 include a £1.50 per ticket booking fee.

Why do you need to charge a booking fee?

We want to provide the best and most convenient ticket booking service for our customers. To make this possible it takes considerable resource, both in terms of staffing and investment in new box office technologies. The booking fee enables us to ensure that you will enjoy the best possible customer experience when you buy tickets from us, now and in the future, as well as helping to support the work that we do.

I bring large groups to the theatre to see shows. How much do I pay?

Group bookers also pay a booking fee and the price of that per ticket fee is built into the cost of the ticket, making it easy for you to calculate.

How do I know what booking fees I am being charged?

To make our bookings fees as transparent as possible, and to meet the requirements of relevant legislation, all booking fees are built into our prices, making it easy to understand what you will pay. Our website, brochure and print also list the total price of each ticket, including the per ticket booking fee.

I would like to tell you what I think. How can I do this?

We always welcome any comments from customers about the service that we provide. You can get in touch by emailing or write to Customer Comments, The Apex, 1 Charter Square, Bury St Edmunds, IP33 3FD. We respond to all comments within 10 working days.


We reserve the right to alter or vary the performance due to events or circumstances beyond our control without being obliged to refund monies or exchange tickets. This does not affect your statutory rights. However, we will do our best to exchange tickets for an alternative performance or the same event on alternative date where possible.

It is the customer’s responsibility to always check that an event is going ahead at the scheduled date, time and venue. In the event of a postponement or cancellation, the council will endeavour to notify customers by email where an email address is given, phone call where a telephone number is given and letter where neither of the above has been given, however, this is not guaranteed.

Please note, booking fees and postage are not refundable. No further compensation will be offered. If the customer has purchased the tickets via a credit or debit card, the card will be credited accordingly. For cash and cheque transactions the ticket fee will be returned to the customer in the form of a cheque.

Reservations and group bookings

For all reservations apart from group bookings we will hold your tickets for three days after the reservation has been made. If, after the three day period no payment has been received for the tickets, they will automatically be released for sale. If the reservation is made less than three days before the performance, tickets will be held until 45 minutes before the performance starts.

For group bookings of eight or more we will hold your tickets for two weeks after the reservation has been made. If, after the two week period no payment has been received for the tickets, they will automatically be released for sale. If the reservation is made less than two weeks before the performance then tickets will be held for three days.

No group bookings will be held for payment on the door or gate to an event.

To make a group booking please call our box office on 01284 758000 or you can email us at

Apex Membership

Please read these terms carefully. All memberships purchased from The Apex are subject to these terms and conditions.

The price of a membership includes VAT.

Payment for a membership is taken a year in advance and we will send you a reminder 30 days before renewal of your membership is due.

The current benefits of the membership scheme are listed on our website, these benefits are subject to change.

Members’ names and contact details will be stored on a database so that we can send you information and offers.

Members receive email notification of new shows and priority booking where possible. We use email to communicate upcoming events, as this is quickest and most cost effective way of contacting our members. Members are responsible for providing accurate contact information.

There is no limit on the number of tickets that can be booked by members during a priority booking period however, The Apex reserves the right to limit the number of bookable tickets for some or all events.

Where possible, The Apex will email advance warning of new events to members. This may not be possible for all shows, and will be offered at the discretion of The Apex.

Tickets purchased should always be made by the primary Membership holder. Due to data protection we cannot discuss a membership account with any other person.

The Apex reserves the right to refuse or terminate membership at any time.

Membership fees are non-refundable.

Please allow up to 28 working days for receipt of your membership card.

We may revise these terms of use at any time by amending this page. You should check this page from time to time to take notice of any changes to the terms and conditions.


Any complaints regarding the view from the seats provided, should be made to the Duty Manager prior to the performance and any complaints about the show should be made to the Duty Manager promptly during the performance.

We reserve the right for ourselves and/or third parties to carry out general filming and sound recording in or around the building or grounds where the event is held. Purchase of a ticket signifies your consent to be photographed or sound recorded and to the commercial exploitation of such film or recording without any right to payment. If you object to being photographed or recorded you must advise the Duty Manager before the performance begins.

Whilst every effort is made to ensure that all promotional information supplied is accurate, you are advised to take appropriate precautions to verify such information. We expressly disclaim all liability for any direct, indirect or consequential loss or damage occasioned by your reliance on any statements, information or advice contained in our promotional information whether in print, on the website or any other promotional material generated by us.

Gift vouchers

Apex gift vouchers may be redeemed for transactions operated via The Apex box office (including any fees and donations). This does not include tickets sold by third party providers.

Emailed gift vouchers are valid for 24 months from the send date (when purchasing a gift voucher, you can choose a send date for up to 1 year in advance). Hard copies of gift vouchers will be valid from 24 months from the date of purchase.

Gift Vouchers are not refundable.

The Apex is operated by West Suffolk Council. West Suffolk Council acts as an agent on its own behalf and on behalf of show promoters and accepts vouchers as payment for tickets on sale through The Apex box office.

Vouchers may be redeemed through The Apex box office, by phone on 01284 758000, or online at

Vouchers may be used as whole or in part payment for tickets to the value indicated on the voucher.

Vouchers can be redeemed against any Apex account, but once redeemed (in full or in part) may only be used with that account.

Vouchers cannot be exchanged for other goods or cash, or be applied to the payment of tickets already purchased.

Tickets will be sold subject to availability at the time of booking.

Change will be given in the form of credit on customers’ accounts.

The voucher may only be redeemed once.

The Apex reserves the right to refuse to accept a voucher which it deems to have been tampered with, damaged, or suspect to be fraudulent.

The Apex reserves the right to change any of these terms without notice and to take appropriate action including cancellation of the voucher.

Please note: Vouchers issued prior to 8 December 2016 will continue to be honoured under the terms and conditions in force at date of issue.

If you have any queries, please contact the box office on 01284 758000.

West Suffolk Council has no obligation to replace lost or stolen vouchers; however you can report a lost or stolen voucher by emailing