Customer Policy

To offer the best customer experience, the Thekla operates some general policies that customers are advised to adhere to.

GENERAL POLICIES

Current licensing laws are strictly enforced

Management reserves the right to refuse admission, and customers may be subject to a search on entry.

Ticket holders may be subject to search – any person found in possession of weapons or controlled substances of any description will be refused entry and/or the items seized will be logged and handed over to the Police.

All tickets are non refundable unless a show is cancelled.

Ticket holders consent to any filming and sound recordings as members of the audience.

Ticket holders may be subject to continuous sound levels which may cause potential damage to hearing.

Ticket holders may be exposed to strobe lights.

The management can not be held responsible for lost or stolen tickets.

A no re-admission policy is strictly enforced.

No professional type audio/visual or any digital recording equipment will be allowed into the venue.

No bottles, cans, alcohol or food is to be brought into the venue.

Strictly no smoking in the venue.

The Thekla operates a zero tolerance to drugs; any one found in possession of illegal substances will be detained and the police called.

Crowd surfing is strictly prohibited; anyone caught doing so will be ejected from the venue.

No entry fees will be refunded following ejection or refused entry.

Any person found throwing drinks in the venue will be removed from the premises without refund and may be liable for damages caused to equipment.

By attending any event at the Thekla, you give your express consent to be included within any film, photograph, audio and/or audio-visual recording to be in all media for any purpose at any time throughout the world by any party.

PLEASE NOTE

At Thekla we operate a challenge 25 policy where if you are lucky enough to look under 25, you will need to provide ID to prove you are over 18.
Forms of ID we accept are Passports, UK driving licence or Citizen/PASS card. We are unable to accept photocopies of these, you must have the correct ID document on your person to gain entry.

For events where customers aged between 14-18 are also permitted we will allow those under 18 to provide us with a copy of an ID to prove they are aged over 14.
For anyone aged 18+ at these events, the same rules apply as for all other 18+ events. 

Thekla adopts a neighbour friendly policy so please make as little noise as possible on leaving the venue. Drinking on the street is prohibited, any customer found in possession of alcohol will be refused entry to the venue and possibly detained for police action.

MOBILE PHONE SAFETY

All customers should be aware that in recent years mobile phone theft on entertainment and licensed premises around the country has been on the increase. In order to minimise the chance of this happening to you when in Thekla, please follow this advice:

• Keep your phone close by at all times
• Never leave it on a table
• Use the cloakroom for coats and bags
• Avoid putting it in back pockets or side pockets where possible
• Keep your handbag closed at all times and never leave it on the floor or under a table
• Use “Find My Phone Apps” on smartphones and tablets 
• Register your phone at www.immobilise.com
• Lock the keypad using a PIN number or pattern code
• Tell any member of staff or security if you see anyone acting suspiciously

If you find your phone has gone missing:

• Tell any member of staff or security in the venue as soon as you realise
• Send an email to see if it’s been handed in at www.theklabristol.co.uk/contact

More information about mobile phone security from Avon and Somerset police visit www.avonandsomerset.police.uk/advice/property-money/theft/protect-your-property-from-thieves/