FAQ

WHAT SAFETY AND SECURITY MEASURES ARE IN PLACE AT TROXY?

The safety of our customers, staff and performers is of paramount importance. We constantly review our internal procedures and evaluate our safety and security methods.

All guests are subject to security checks on entry, which may include bag searches and screening. The level of search may vary depending on the event and current risk assessments.

We can’t go into the details of everything we do. Still, we can tell you that we are in regular communication with the Metropolitan Police and other local authorities, regularly training front-line staff and gathering intelligence for every event that we do. We regularly meet with our security management team to discuss, mould and adapt our security measures.

Sometimes it might take a little longer to get into the venue than you’d like, so please bear with us whilst we take our time to search guests and monitor the venue. For that reason, we ask that you bring as little as you can to events – ideally nothing more than a small handbag.

If you see anything suspicious, or anything that makes you feel uncomfortable, please let a member of staff know.

WHAT IS YOUR BAG POLICY?

All bags are subject to search on entry.

We strongly encourage guests not to bring bags where possible, as this can slow down entry and increase queue times. If you do need to bring a bag, it must be no larger than A4 size.

Backpacks, suitcases, laptop bags and large holdalls are not permitted.

ARE THERE ANY ENTRY RESTRICTIONS OR PROHIBITED ITEMS?

Things like food and drink, and in particular chewing gum (to protect our carpet!) are not allowed.

Large bags, and of course anything we think might be dangerous to other guests, are also not allowed.

Obviously, we don’t allow in weapons, contraband goods or illegal substances. You may also be liable for prosecution if you do attempt access to the building with anything illegal in your possession.

Other items we don’t allow include: glass bottles (including perfume or aftershave bottles), flammable liquids, laser pens, large umbrellas, banners, animals, and any items that make noise (drums, whistles, horns, etc). Professional photography/filming equipment, GoPros and drones are also prohibited.

We cannot look after any prohibited items, so you’ll have to dispose of them before being allowed access to the venue.

If in any doubt, leave it at home.

Read our Terms & Conditions for more info.

CAN I BRING A BOTTLE OF PERFUME OR AFTERSHAVE?

Fragrance products like perfume and aftershave are not permitted due to the glass containers they come in, which are classified as prohibited items. If found, they will be confiscated and disposed of prior to granting you entry.

WHAT ARE YOUR AGE RESTRICTIONS?

Age restrictions will vary for each event and will be listed on our website and on ticketing sites when you purchase tickets, so please check them carefully before you buy.

I WAS REFUSED ENTRY - CAN I GET A REFUND?

If you are refused entry or ejected from our building, you will not be refunded. This is part of the Terms & Conditions you agreed to when you bought your ticket.

Anyone who has consumed too much alcohol prior to arrival, appears to be in an intoxicated state, or behaves inappropriately in the queue/within sight of our staff may be refused entry without refund.

I FORGOT MY ID, CAN I STILL ATTEND?

If you’re under 25 and don’t have your ID, it’ll be up to our security team to decide whether you can enter the venue or not. If you’re under 25, our bar team will not be able to serve you drinks without a physical ID.

WHEN CAN I START QUEUING?

To minimise disruption to our neighbours, queuing is not permitted before 1:00pm. Anyone arriving earlier will be asked to leave and return at the appropriate time. Failure to comply may result in ticket cancellation at our discretion. Fan-managed queue numbering systems are not recognised.

Please arrive in time for advertised doors time and no earlier. Please be patient while security operates their bag searches.

This policy is in line with our licensing conditions and enforced by our security team and enforced by the Metropolitan Police.

WHERE IS YOUR CAR/TAXI PICK UP POINT?

Drop off and pick up is possible on Caroline Street to the side of the venue.

WHEN IS LAST ENTRY?

Our timings vary from show to show, but last entry time and event curfew are always listed on our website.

Please arrive in time for advertised doors time and no earlier. Please be patient while security operates their bag searches.

Please note we operate a strict last entry policy, and will not allow anyone to enter the venue past that time.

CAN I PURCHASE TICKETS OVER THE PHONE?

Unfortunately, we don’t sell tickets over the phone, as we’re a digital only venue. If you require help with booking your tickets through our website, feel free to call or email us.

CAN I SEND MY TICKET TO A FRIEND IF I CAN NO LONGER ATTEND?

With Ticket Transfer, you can transfer all or some of your tickets from one Ticketmaster account to another. It’s easy, safe and completely free. When you transfer tickets to another fan and they accept them, the recipient is issued a new barcode that only they can use. The tickets in the sender’s account will no longer be valid for entry.

CAN I SWAP MY TICKETS OR SEATS?

We may be able to help with an exchange if the event is at least 24 hours away (and provided you give us at least 48 hours’ notice).

We’ll let you know if you qualify when you submit your request. Festival tickets aren’t eligible for exchanges, however you can purchase new tickets for the same festival and we’ll refund your original booking.

A per-ticket exchange fee will apply as well as any additional amounts due from you (e.g. if you’re upgrading the tickets in your order).

You are eligible for a ticket exchange if:

• Your order/confirmation number is formatted as 12-2345/UK1.
• You purchased your tickets directly from Ticketmaster’s website.
• You didn’t receive or purchase your tickets through Ticket Transfer, resale, or from a third-party site;
• and Your order doesn’t contain VIP tickets or additional non-refundable items such as merchandise.

Your new tickets must meet the following requirements:

• New tickets must be of equal or greater price than your current tickets.
• They must be for the same event, venue and date. At their discretion, some Event Organisers may allow exchanges for events within a long running series, such as theatrical shows.
• New tickets must be indicated by a blue dot on the seat map. Pink dots indicate Verified Resale tickets, which can’t be purchased via an exchange.

Please see our Purchase Policy for more information.

To process an exchange, contact Fan Support.

IS THERE A CLOAKROOM?

Our cloakroom is opened during most standing shows. Please note that it operates on a first-come-first-served-basis.

If you are bringing a bag, it needs to be no larger than an A4 piece of paper, as we have limited storage for large items. We can’t accept any restricted or prohibited items to the cloakroom, so don’t bring them if you don’t want them taken off you at the door – that includes your favourite perfume!