Policies & Procedures

Bags Policy  


The safety and security of customers and staff is of paramount importance. As a security measure, we undertake bag checks upon entry to our buildings which can occasionally cause a slight delay for customers gaining entry into the venue. . We ask that customers don’t bring any suitcases or large holdalls with them as there is not space to store them (any bags larger than cabin size [H 550mm x W 450mm x D200mm] cannot be stored in the lockers and should not be allowed into the venue.) Small personal bags (A4 size: 210mmx 297mm or less) can be taken into the auditorium subject to a bag search. Exceptions may be made for those with medical requirements and/or special needs (contact should be made with the venue ahead of the customers visit.) 


Security Searches 


We advise that all customers arrive early to allow time to get through our security and safety checks. Customers bags may be searched upon entry and we therefore ask customers to consider keeping bags and possessions to a minimum. Wand searches and or pat downs may be carried out on customers.
Detection dogs may be seen around the venue prior to and during events.  Again they are an additional measure to contribute to venue safety.
Prohibited Items 


In order to comply with our Licensing Objectives, the terms of The Sands Centre license and to ensure customer safety there are certain items (listed below) that we will not allow into the venue. If any of these items are found during the outlined security checks they will be confiscated, disposed of and not returned. We advise customers to check they do not have any of these items upon their person before trying to enter the venue. 
Prohibited Items Include but not limited to: 
•    Weapons of any kind (Real or Replica) 
•    Firearms (with or without permit)
•    Pocketknives, multi-tools, or knives of any size
•    Pepper Spray or Mace
•    Flares or Fireworks
•    Illegal Substances
•    Alcohol 
•    Outside Food and Beverage [unsealed] 
•    Laser Pointers/ flashlights greater than 3"
•    Professional or flash photography, tripods, monopods, selfie-sticks
•    Audio or Video recording devices
•    Skateboards, hoverboards, rollerblades, scooters, or bicycles
•    Full facial coverings such as masks
•    Balloons, permanent markers, spray paint, silly string
•    Noisemaking devices (e.g. Air Horns, drums, whistles)
•    Large or pointed umbrella


Alcohol and Unsociable Behaviour 


To conform to our licensing objectives only alcohol purchased in our bars can be consumed on the premises. Alcohol brought into the venue will be confiscated. Disruptive behaviour will not be tolerated as staff are here to ensure all patrons have an enjoyable and safe experience - unruly patrons may be refused entry and under these circumstances no refund shall be offered.  
Bar Times 
Customers must be aware that bars will close 5 minutes prior to the advertised start time. This is to allow time for customers to be seated ahead of the performance. The bars will remain closed throughout the performance (both acts) but will reopen 10 minutes before the end of the act / end of the performance; if customers choose to leave the auditorium to be served at the bar within either act they will not be permitted back into the auditorium until the start of the interval or end of performance. 
The only exceptions to this would be for a performance where there is an advertised support which the bar will remain open for the duration of the support act. 
Standing concerts are exempt from the bar times policy, bars will remain open throughout the duration of the event. 

 
Ticketing Scanning & Entry Policy


In addition to the outlined safety policies The Sands Centre team may be operating scanning units to validate tickets upon entry. As with other security procedures customers should allow enough time to pass through the relevant scanning and security check points. Customers must also make sure that they are in possession of valid tickets before attempting to enter the venue as per the term and conditions, if a ticket is found to be invalid “the Management reserves the right to refuse admission in reasonable circumstances including, without limitation, for health and safety, licence restrictions or where a ticket is void.” Scanning will usually occur before the customer reaches the security check points. It may also be necessary to hold customers outside of the venue prior to the advertised door times to help facilitate this entry procedure, in which case customers that are already inside the venue prior to the scanning process commencing may be asked to vacate the venue and re-enter passing through all relevant entry & security points. 


Complaints Procedure


We request all customers raise any complaint at the time of their visit and in sufficient time to allow our teams to attempt to resolve any issues that would constitute a breach of contract, complaints of a subjective nature such as quality and/or based upon opinion will be passed on but the venue is not responsible for perception or quality of touring performances. 
It may not always be possible to find an equitable solution to complaints filed after the event and compensation may not be offered.
Post event all event related complaints must be made in writing by e-mail to [email protected] or by using our contact centre located under the "i" symbol

Our Redevelopment

Our Redevelopment

Stay up to date with our £25 million redevelopment creating a brand new landmark at the heart of Carlisle! Combining The Sands Centre and The Pools (currently on James Street) sites enables us to provide first-class entertainment, leisure and swimming facilities on a single site.

Secure My Booking

Secure My Booking

For a worry-free ticket purchase, you may opt into the SecureMyBooking Ticket Refund Program. From traffic delays, illness, adverse weather conditions, strikes, accidents and more, it’s easy for you to apply for a refund. For just a fraction of the cost of your tickets, you will be able to recoup 100% of the paid ticket price (including fulfilment and administration fees) if you are unable to make it to your event for one or more of the reasons set out in the Program.

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