Here's a list of the most frequently asked questions about attending our venues and events. If you don't find an answer here to a question you have, drop us an email at helpdesk@su.rhul.ac.uk.

I'm having trouble buying a ticket, what should I do?

First, please ensure you are logged in to your account by following the steps provided in our login guide. If you’re still struggling after following the guide, please email marketing@su.rhul.ac.uk stating your student number and the error message you have encountered.

I've paid for an event, where can I find my ticket?

E-tickets are your ticket to the event and you'll need to have this with you to get into the venue.

When you purchase a ticket, you'll 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.

Do I need to collect a wristband?

No, unless otherwise specified for events like Summer Ball, there is no need to collect a wristband in advance of an event.

What ID do I need to bring with me on a night out?

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).

Can I bring a guest to an event?

Current Royal Holloway students are permitted to bring one guest to any event (excluding Freshers' Festival). For events at the SU Venue, these tickets must be purchased in advance on the SU website (there are no guest tickets on the door). For events at Medicine, you can simply turn up and sign in your guest on the door (unless otherwise specified on the event page).

How do I sign in my guest?

For events at the SU Venue, you will need to sign in your guest on the door from 10pm. For events at Medicine, you can simply turn up and sign in your guest on the door (unless otherwise specified on the event page).

Your guest will need to arrive with you to the event and bring their own photographic proof of age ID. 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.

Is there an age limit on nights out?

All regular Union 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.

What time is last entry?

Tickets will guarantee you entry to the event until 11pm, after this time entry will be dependent on venue capacity until last entry at midnight.

Can I transfer a ticket to someone else?

Your Student ID Card and tickets are not transferrable – i.e. you cannot lend it to anyone else to get into the venue.

Can I get a refund for my ticket?

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).

How much does the cloakroom cost?

£2 per item.

Where do I check for lost property?

To check lost property for the Union Venue, visit the Union Helpdesk upstairs in the SU or email helpdesk@su.rhul.ac.uk. For Medicine, you'll need to pop down to the venue when it's next open for an evening event.

Is there a dress code for nights out?

There is no strict dress code. You can wear jeans and trainers, fancy dress, a suit etc.

Where can I find the photos from an event?

We post event photos on our Gigs & Events Facebook page.

Can I use my Student ID Card to pay for drinks?

No, you'll need to pay via credit or debit card. Please note, Royal Holloway is a cashless campus so you'll always need to pay via card in our venues.

Is there a minimum card charge in the SU?

No, there is no minimum card charge.

Are your venues accessible?

As your Students' Union, we're keen to promote equality of opportunity for people with disabilities and to take the necessary steps to meet their requirements - that's why we've ensured that everything we do is accessible to as many of you as possible.

All of our venues are wheelchair accessible via shallow ramps; you can find out more about our venues and view our AccessAble pages by heading to our Accessibility page.

If you or someone you know requires access to special facilities, please email venues@su.rhul.ac.uk and our friendly team will do their best to meet your needs.

Will there be strobe lighting during a show?

We don’t have any strobe lights in our venues; we have a pre-programmed intelligent lighting system which consists mainly of rotating heads. While the speed of the pattern can be controlled locally, the pattern design cannot. The lights are capable of reproducing strobe effect, but this functionality is not used at any event unless specifically requested by a student group as part of a production or an artiste as part of their recognised show plan. Crossover of light beams is mitigated wherever possible, however, due to the requirement to site lights for productions, there are some areas where crossover of beams is unavoidable.

Who can I speak to if I have an issue on a night out?

Please speak to any member of staff, our security team, or our Good Night Out Crew.

Our Good Night Out Crew are on hand to ensure you have the support they need when attending evening events at the SU Venue and Medicine. You’ll see them roaming the venue wearing pink hi-vis jackets, or you can find them in the pink tent at the venue entrance.

I feel like I was harassed on a night out, who should I talk to?

If you feel like you have been harassed at an event, you can report this to a member of staff or security at the event so they can take immediate action.

You can also book an appointment at the Advice Centre located upstairs at the Students’ Union for a chat about any problems you are having.

Finally, you can report any concerns, complaints or misconduct through RH Be Heard, the University's reporting platform.

How do I submit a complaint?

Please complete our Complaints Form and a member of our team will get back to you as soon as possible.