In these terms and conditions ‘RHSU’ refers to Royal Holloway Students’ Union, ‘You’ ‘Your’ refers to you as a student at Royal Holloway or a guest using Royal Holloway Students’ Union’s website.
Last modified: 29 February 2024
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When making a purchase from or via Royal Holloway Students’ Union (“RHSU”) for any product, including joining clubs and societies (membership fees), payments will be processed through Opayo and Barclaycard Merchant Services. All payments are made to Royal Holloway Students’ Union and will appear on your bank account statement as "RoyalHollowaySU".
RHSU does not store credit card details and uses industry-standard SSL encryption to ensure the safety of your data.
All payments are made in a live environment - upon clicking 'Pay Now', your credit or debit card will be billed with the agreed amount and your order will be immediately processed.
Once your order has been completed, you should receive a confirmation email from firstname.lastname@example.org to the default email address associated with your account. This can additionally be viewed at a later date by viewing the Purchase History section of the website.
To edit this address, click on the Edit Your Contact Details link on your profile page when logged into the site.
These terms shall be governed by English law and are subject to the exclusive jurisdiction of the English Courts. Nothing in these terms shall exclude liability for fraudulent misrepresentation.
Royal Holloway Students’ Union operates an electronic ticketing system from purchase through to admission. All tickets purchased online (via the RHSU website or StudentLink app) are automatically assigned to your personal account and then accessed on the door by scanning the QR code on your e-ticket.
When you have completed a purchase, you will receive two emails. The first is your receipt of payment - we won't need to see this, but you may wish to keep it as it includes your reference number. Your e-ticket will follow as a PDF in a separate email - you'll need to show us this on the door so we can scan you in. We advise you to lock your screen in portrait mode and turn up the brightness to make scanning easier. If you don't have access to a mobile device, we kindly ask that you print your e-ticket.
You can check your full purchase history at any time by logging into the SU website and clicking on ‘Purchase History’ on the account options menu at the top of the screen.
All sales are final, and refunds are not available on tickets once they have been purchased (including duplicates or purchases made in error, tickets bought for the wrong event or non-attendance due to personal choice, illness or injury).
Please note that this is standard practice at every entertainments venue in the UK and complies with The Consumer Protection (Distance Selling) Regulations 2000 – ticket sales are exempt from the 14-day cooling-off period.
However, there are certain instances in which a refund may be given:
There are no other instances in which a refund may be offered.
If you have a question or query, please email email@example.com. If you are unsatisfied with the outcome, you can raise a complaint via our online Complaint Form.
Please note that we do not issue physical tickets for events at the SU.
Your tickets are automatically assigned to your personal account and then accessed on the door by scanning the QR code on your e-ticket.
Students can bring a maximum of one guest to ticketed events taking place at the SU Venue and Medicine.
Guest tickets must be purchased in advance of the event via your student account, and you will need to sign in your guest on the door from the event start time. Your guest will need to arrive and queue with you at the event and bring their photographic proof of age ID.
At the point of purchase, you will be asked to provide the name and date of birth of your guest. Please note, these details cannot be changed once submitted. If the guest you present doesn't match the details provided, they will be denied entry to the venue.
It’s also important to be aware that you are responsible for your guest’s behaviour while they are in the venue and may be given a sanction should they break the code of conduct.
Students must bring their Royal Holloway Student ID Card and photographic proof of age ID (driving licence, passport, PASS card) to every event they wish to attend for identification purposes. Members of the public must bring photographic proof of age ID (driving licence, passport, PASS card).
All regular SU Venue and Medicine nightclub events are restricted to those who are 18+ years of age. All attendees and guests are required to provide proof of age if asked by the door staff, and you can be refused entry if you are unable to do this.
All regular SU Venue and Medicine nightclub events are open to Royal Holloway students and guests only, unless specifically noted on the event page. If you are on the banned list, you will not be able to purchase a ticket until your ban has expired nor will you be able to attend any events.
Any tickets to a nightclub event will guarantee you entry to the event until 11pm, after this time entry will be dependent on venue capacity until last entry at midnight. In the event of the entry guarantee time changing this will be specifically noted on the event page.
Re-admission is not allowed once you have attended an event, unless specifically approved by the manager on duty.
Right of admission is reserved by the venue management. Please note that you are still subject to Royal Holloway Students’ Union’s event admission procedures and can be refused entry if you breach these.
Your Student ID Card and tickets are not transferrable – i.e. you cannot lend them to anyone else to get into the venue.
We will make efforts to ensure priority queues are available for advance ticket holders at all our events – however, please note that this cannot be guaranteed. For busy or sold-out events, it is recommended that you turn up as early as possible to avoid queueing for longer than necessary.
A cloakroom will be available for events at Medicine and the SU Venue with a charge of £2 per item.
Mobile phones, wallets, purses, cash, bank cards or any other items of monetary value must be removed from any item(s) before depositing them within this cloakroom.
Maximum value of any item deposited should be no more than £60. We cannot accept responsibility/liability for items of higher value.
Although every effort is made to ensure the safety of items within this cloakroom, the Students’ Union cannot accept responsibility for any loss, damage or errors regarding the property contained within. Items are deposited at the owner’s own risk.
A valid ticket must be shown to collect items from the cloakroom. Any person who has lost or mislaid their ticket must wait until all other items have been issued. Photographic ID must then be shown in order to collect the deposited item(s). You will be required to complete a claim record for your item(s). Any fraudulent claims are liable to prosecution.
All items must be collected during the event at which the property is deposited. Any items not claimed within this period may be collected from the SU Helpdesk between 10am - 4pm, Monday - Friday (for SU Venue events) or Medicine between 7pm - 9pm (for Medicine events), Monday, Wednesday & Thursday. All lost property will be subject to a £2 administration charge.
Items left in any other areas of the building may be considered a health and safety and/or fire risk and may subsequently be removed. Any such items found in the SU Venue will be stored at the SU Helpdesk and may be collected between 10am - 4pm, Monday – Friday. For events at Medicine, lost property will be kept at the venue until the following Monday when it will be moved to the SU Helpdesk.
Any items that remain unclaimed for a period in excess of two weeks will be sold and the proceeds will go to charity.
Where there is significant demand for an event that has sold out, we may operate a waiting list. This will be communicated on the event page along with instructions on how to join the waiting list or sell your ticket back to us.
All RHSU events may be photographed, filmed, and/or streamed via live webcast by us or our agents. By purchasing a ticket to an event, you consent to the recording and transmission of images (both still and moving) of you and your guests as members of the audience – we will also post signage at our events to make this clear.
We retain all rights to any images, which can be used for publicity purposes and marketing materials. If you'd prefer your image not to be used in materials, please email firstname.lastname@example.org and identify the specific image(s). Please note you will need to email us separately for each event you will be attending.
If you have any objection to being photographed while at an event, please contact a member of the venue management team or notify the photographer/videographer.
Membership of societies or sports clubs begins on the day of purchase and this membership is valid for the academic year ending on 31 July. Membership fees are payable in full upfront.
You are entitled to a 14-day cooling-off period should you wish to cancel your membership. If you have a genuine reason for wanting to change or cease your membership then please send notification, with reasons in writing to email@example.com.
We aim to refund you as soon as possible, however, please bear with us as we may need to liaise with others including the individual societies and sports clubs.
If an event cannot take place or is delayed because of circumstances beyond our reasonable control, we will not be liable for any direct or indirect losses incurred by you or your guests. Examples of such circumstances include (without limitation): war, terrorism, civil commotion, fire, flood, adverse weather, natural disaster, act of God, outbreak of disease, epidemic, pandemic, any strike or labour dispute, interruption or failure of any utility service, any government order, rule regulation, or action by a government or public authority.
Registered charity no: 1141998
The Students’ Union, Royal Holloway
Egham, TW20 0EX