The Changing Room is now closed but pop into our Cafe for FREE Story Bites sessions Tues-Fri 10:30-11:30

Terms and Conditions


The Story Museum is registered with the Fundraising Regulator and is committed to ensuring that our fundraising is legal, open, honest and respectful. We comply with the principles set out in the Regulator’s Fundraising Promise which you can read here.

Terms and Conditions of Sale for tickets at The Story Museum (relating to day tickets, event tickets, schools and group bookings, and skills courses).

For terms and conditions relating to our learning & participation programme activities, please see separate Ts&Cs here

For terms and conditions relating specifically to our Workshops and courses, please scroll down the page or click here.

To ensure that everyone has the best experience at TSM, tickets are subject to the following terms and conditions of sale.

Ticket Sales, refunds, resales and exchanges

Tickets are sold by TSM: registered charity no. 1107809 and registered company no. 4780380

The purchase of a ticket entitles the bearer to access to The Story Museum’s exhibitions for a day visit or named event, at the time and date stated on the face of the ticket. Please check your ticket(s) carefully on receipt, and notify TSM as soon as reasonably possible, if the event/date/time is not as you expected.

Please note that purchase of an event ticket does not include entry to The Story Museum’s exhibitions unless otherwise stated; and vice versa.

When you purchase (a) ticket(s) through TSM’s ticket office your contact and ticket details will be held by TSM to administer the ticket booking system. The information is held for administrative and statistical purposes and may be used to send you future marketing information about The Story Museum and its events and any special offers related to your past booking history. You will always be given the opportunity to opt out of any such further marketing communications. We do not sell the personal data we collect. In accordance with current data protection law we do not share the personal data that we collect unless you have given express permission for us to do so. We do share anonymized data (eg attendance figures) with our major funders and stakeholders as part of our reporting requirements.

Payment details will be encrypted in our secure booking system.

When you book tickets online you must ensure the details you enter are both correct and accurate.

If you are making a booking on behalf of a party/group, you are responsible for all payments due from the party/group and must ensure the party/group is made aware of these terms and conditions of sale and admission. TSM reserves the right to place restrictions on the volume of any tickets ordered.

If you find you are unable to use your day or event ticket(s) for whatever reason, TSM can try to resell them for you, on the understanding that TSM’s own available remaining tickets take priority. You must request that TSM resell your ticket(s) as soon as possible before the advertised start time of the event. We will make all reasonable attempts to resell your tickets, however we cannot guarantee resale.

TSM is able to exchange ticket(s) (to the same value) if you find yourself unable to use them for whatever reason. You must inform TSM, at least 24 hours prior to the advertised start time of the event for which you are unable to use your tickets, which event you wish to exchange them for (subject to availability) and accept that you may be liable to an administration fee for this service. You may also request a credit on your account.  You must inform The Story Museum, at least 24 hours prior to the advertised start time of the event for which you are unable to use your ticket in order to receieve a credit. Credits may be used to purchase tickets in person at The Story Museum, over the telephone by calling 01865 807 600 or when booking online at Credits can be redeemed against Exhibition Entry or Events at The Story Museum and are valid for one year from date of issue. After this period, the credit will become a charitable contribution to The Story Museum.

TSM is happy to offer a full refund, or offer to exchange your ticket(s) (to the same value) for another day or event if we cancel or alter in a material way an event, as advertised. In the event of a cancelled performance TSM will not be liable for additional travel or accommodation expenses.

Prices, concessions, discounts and fees:

TSM reserves the right to introduce discounts and price changes at any time without offering refunds.

TSM are pleased to offer concession tickets to the following:

  • Under 16s
  • 16 – 19 yr olds (whether in full-time education or not)
  • full-time students
  • age 65 and over
  • anyone claiming Job Seekers Allowance
  • anyone claiming Personal Independence Payment – previously known as Disability Living Allowance – (one free companion seat available per visitor needing assistance).

Concession rates must be requested at the time of booking as these cannot be applied retrospectively. TSM may ask to see proof of entitlement before selling tickets at concessionary prices. Where tickets are sold online, proof of entitlement may be requested upon admission to the venue.

Discounted ticket(s) are offered with proof of entitlement only and discounts do not apply either retrospectively or to tickets being resold at face value on behalf of another customer.

TSM will issue guidance on the age appropriateness of our exhibitions and events and advise bookers to heed these when arranging their visit. Children under 24 months old are welcome as day-visitors to TSM and will be issued a complimentary ticket. There are certain performances and events where children will be charged entry.

TSM does not charge booking fees. An opt in donation maybe requested at the point of sale, in support of our ongoing fundraising.

Visitor access, comfort and security

TSM is committed to providing access to all and is happy to make reasonable adjustments to ensure you enjoy your visit. If you have any specific concerns regarding TSM‘s ability to accommodate you please talk to our ticket office staff prior to your visit.

All visitors must have a valid ticket for the day or event unless specific alternative arrangements have been made.

Latecomers will be admitted to timed events at a suitable break in the event and according to the artist’s preference. Latecomers will not be eligible for full or part refund.

TSM reserves the right:

  • to refuse admission or remove you from the venue without a refund in circumstances such as the refusal of security checks or if staff consider your behaviour may affect other people’s enjoyment or the running of the event
  • to provide alternative tickets to those designated, should the staging of the event require this change
  • to refuse admission to those carrying prohibited items, e.g: glass bottles, items that could be used as a weapon, recording equipment
  • to make alterations to the advertised event, programme or casting in reasonable circumstances without any obligation to refund monies or exchange tickets
  • to cancel or abandon any event without notice and without liability for compensation or damage other than up to a full refund of the ticket price paid.

Under the terms of our licence agreements TSM is required to refuse admittance to any person in a state of intoxication or whose conduct is deemed to be conducive to any breach of the peace.

Recording, photography or copying of any artistic performance, work or film is not permitted under the terms of Copyright, Designs and Patents Act 1988 (and subsequent amendments). Application can be made for specific, limited, personal, educational or press purposes by contacting the Marketing Department on 01865 790050.

Unauthorised recording, photography and copying of any artistic performance, work or film within TSM is not permitted.

For the enjoyment of all visitors, TSM requests mobile phones/pagers are turned off during a performance and ask that you refrain from talking through a performance.

Smoking is not permitted anywhere within TSM including the external courtyard.

Food and drink may not be taken into any of the Museum spaces unless they are purchased or served as part of a specific event and consumed in designated spaces.

Strobe lighting, smoke effects and raised sound levels are sometimes used in exhibitions and events, TSM will display signage to this effect clearly at the entrance to the event. If you have any particular concerns please talk to ticket office staff prior to the event.

TSM aims to provide a safe, welcoming environment for all of our visitors. We recommend you keep all personal belongings with you at all times. In the absence of any negligence or breach of duty by TSM or its staff you will be responsible for any loss, theft or damage to your belongings.

Nothing in these terms and conditions excludes or limits the liability of TSM for death or personal injury caused by TSM’s own negligence or fraudulent misrepresentation.

Visitor data

All tickets are sold subject to the General Data Protection Regulation (GDPR); a copy of The Story Museum’s Privacy Statement is available here.

We do not sell the personal data we collect. In accordance with current data protection law we do not share the personal data that we collect unless you have given express permission for us to do so. We do share anonymized data (eg attendance figures) with our major funders and stakeholders as part of our reporting requirements.

From time to time TSM will film/record activities and events in the Museum for security, broadcast or promotional reasons, without payment. Visitors likely to be affected by this will be offered the opportunity to opt out. Our policy around children and vulnerable people requires us to seek express consent from their responsible adult before they are included in any filming.

Visitor feedback and complaints relating to ticket sales

TSM is committed to providing a high quality of service, facilities and programme. If you have any comments following your visit, please talk to a member of staff who will be happy to take down the details and/or discuss with you. Formal complaints will be dealt with according to our complaints procedure.

Terms and Conditions specific to Workshops and Courses

Fees, payment and cancellation

A workshop or course can only be attended following payment and on presentation of a valid ticket. If applicable, proof of qualification for any concession price must be shown.

Occasionally due to an unforeseen circumstance, workshops and courses may have to be postponed or cancelled in which case TSM will attempt to notify you of this as quickly as possible. Participants will be given the opportunity to transfer to another workshop or course, or if this proves impossible, will be offered a full refund. If there is a difference in price between the two learning programmes you will be asked to pay the balance upon collection of the new ticket or the credit will be issued to you either by cheque or a refund to the debit or credit card used to pay for the original course.

Minor changes of course content or a change of facilitator will not be considered to affect our cancellation policy. Facilitators themselves cannot cancel and/or rearrange sessions for participants who for any reason cannot attend their class.

Non-attendance of workshops and courses due to illness, or for personal or professional reasons does not provide the right to refunds or transferral to another session. A child should not be sent to the workshop if they are ill or in the contagious stages of a disease.

Participant Conduct

Workshop and course participants are expected to conduct themselves in a respectful manner according to our Visitor Charter and to recognise that other participants may require support and assistance.  Where a participant becomes persistently disruptive, we reserve the right to offer a verbal warning and if this does not resolve the situation you may be asked to leave the course. Participants cannot invite members of the general public to sit in and observe sessions. A parent of a young child may stay for a period to settle the child into their session but is encouraged to leave eventually so the child can develop a relationship with the session facilitator (unless for specific family activities where parents are encouraged to attend the session along with their child to support their learning). Children cannot attend courses for adults. All TSM session leaders are DBS checked and work within TSM’s Safeguarding policy.

Health & Safety

Children attending sessions must be signed in and out by the named contact given at the point of booking. Please advise us in advance if you wish to make alternative arrangements, such as giving permission for your child to make their own way home.

All session leaders and participants are expected to abide by TSM health and safety requirements.

For health and safety reasons and out of consideration for other students, it is not possible for adult course participants to bring a young baby or child into sessions at TSM unless stated otherwise. Should a student with access needs wish to bring along a carer, that person should be there to assist them rather than participate in the class.

Events in the learning programme for children and young people have a suggested age range.  Please do not enrol children outside the recommended age range on programmes as they are likely to find them unsuitable.  You are welcome to discuss particular needs with the box office team if you are unsure.

We do not accept safeguarding responsibility for participants under 18 without completed participation enrolment forms signed by a parent/guardian. We reserve the right to refuse admittance to an activity without a completed form.

Workshop supervisors or first aiders may administer emergency treatment to the participant in the event of an accident or illness and will act in the parent/carer’s stead in approving necessary medical care.


We may take photographs during the sessions for future use in publicity. By signing the relevant section of the workshop booking form you are giving your permission for us to use any photographs taken for publicity purposes. If you change your mind and are not happy for your child to appear in pictures, please let us know.