Your privacy is extremely important to us and to protect it we are providing information on how we collect information and what use we subsequently put it to.

This notice applies to all information collected or submitted on our website and social media feeds. As an example, some people will  be interested in becoming a Make Believe student, others may want to work for us or are interested in becoming a franchisee. In all cases we collect the following information:

Parent or guardian’s name; contact and address details; relationship to the student; emergency contact details; name, age, gender and date of birth of student; and any medical conditions the student has. If the student is over 16 years of age, you need to have their permission to share these details with us.

Should you wish to become a student, work for us or take up a franchise opportunity your basic details will be passed on to our accounts supplier GoCardless who will set up direct debit payments. All of GoCardless’s systems are approved by the Financial Conduct Authority (FCA) and BACS.

Working with Make Believe (including franchisees)

For our staff and franchisees we collect your name, contact details, time at your address, home status, date and place of birth, details of your finances, nationality, marital status, interests and qualifications. We also collect details of relevant criminal convictions (you will also be required to provide a Disclosure and Barring Service (DBS) certificate if you wish to take up a post or become a franchisee). We will only retain your DBS certificate reference number and date of issue.

If you wish to be considered for a teaching role at Make Believe we may pass on your details to our franchisees (Principals)

Cookies (Website)

We may put some information on your telephone, tablet, laptop or computer. This information is called ‘cookies’ and it will help your device to be recognised so you do not have to repeat giving the same information each time you visit our site. This information cannot be used to identify you.

You can manage cookies through our browser.

Only people who have authorisation are allowed access to the information you provide. We do not share any information with outside parties (other than GoCardless, who run our accounts). Where you provide an email address, for instance, we will use that address to reply to your email.

We will always ask your permission to receive information on special offers (West End shows, trips, audition opportunities) so if you prefer not to receive such information you can opt out.

As a responsible company working with children we take care to keep all information secure. We do not collect information from children under 18 years of age. You are able to access the information we have and we will always immediately correct any errors you point out to us. If you do wish to access information on the data we hold, you will be required to verify details that we hold about you.

Refunds/ Returns

There will be no refunds for any Make Believe products purchased via our retail website unless a show is cancelled and not-rescheduled.


Payments will show up on your credit/ debit card statement as ‘Make Believe.’

Ticket Terms and Conditions

All tickets remain the sole property of The Company. Tickets are non-transferable and must not be resold or transferred to any person or entity for commercial gain or otherwise (other than to a guest of the purchaser which is not transferred for commercial gain). If any tickets are resold or transferred (or are attempted to be resold or transferred) by anyone other than the official resellers of The Company, then the tickets will become void and the ticketholder will be a trespasser and may be refused entry to, or ejected from, the theatre. In such circumstances, The Company will not be under any obligation to offer a refund and such person may be liable to legal action.

The Company reserves the right to make alterations to the relevant theatre production without being obliged to refund monies or exchange tickets. Tickets cannot be refunded unless a performance is officially cancelled. If a performance is cancelled ticket holders will be offered alternative performances (subject to availability) up to the seat value on the ticket or a refund of the seat value. The Company will not be liable for any additional expenses incurred by customers in the event of a cancelled performance.

Full price tickets may be exchanged at The Company’s discretion for an alternative performance up to 7 days prior to the performance time, subject to a per ticket administration fee. Any such administration fee will be notified to the purchaser prior to any exchange of tickets. It is not possible to exchange discounted tickets or tickets sold as a package.

Every member of the audience regardless of age, must be in possession of a valid ticket in order to gain entry to the theatre. Babies will not be admitted into the auditorium and children must be able to sit unaided in their own seat. In the interests of other customers, parents or guardians may be asked to remove noisy or disruptive children.

Ticket holders only have a right to a seat of the value corresponding to that stated on the ticket and The Company reserves the right to provide alternative seats to those stated on a ticket.

The purchaser agrees that by purchasing tickets, they have agreed to these terms and conditions on behalf of themselves and their guests and the purchaser shall at all times be responsible for their guests’ compliance with these terms and conditions.

Any comments or complaints regarding the view from a seat or the audibility of the performance should be made promptly to a member of theatre management before or during the performance.

The Company reserves the right to refuse admission in reasonable circumstances. Any customers who are intoxicated will be ejected from the theatre. In such circumstances no refunds of tickets will be given.

Mobile phones, pagers, digital watches, laser pens or any other electronic equipment should be disabled when inside the auditorium to avoid disturbing the cast and other customers.

Latecomers will only be admitted into the auditorium at a suitable break in the performance, but admission cannot always be guaranteed and exchanges or refunds for an alternative performance will not be permitted.

The use of photographic and any other recording equipment is strictly prohibited in the auditorium, The company reserves the right to delete unauthorised recordings and effect customers who are suspected of making recordings from the auditorium.

Customers may not bring food or drink into the building other than items purchased in the theatre. The Company reserves the right to refuse to serve alcohol to any customer that appears to be intoxicated.

Security searches may be conducted and The Company thanks customers in advance to their co-operation in helping us to ensure the safety of all customers.

Performances may be filmed or recorded on occasion by Make Believe. Ticketholders automatically consent to the filming or sound recording of themselves as audience members. If you have any objections to being filmed or recorded please contact a member of the Theatre management before the performance begins.

The Company does not accept responsibility for the loss or damage of any personal property or for any liability (to the fullest extent permitted by law).