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.

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?

Ideally, we’d rather you didn’t bring any bags to the venue. It slows down entry and might mean that you have to queue longer. That being said, if you must bring a bag, it needs to be no larger than an A4 piece of paper.

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?

Due to our licensing conditions, queuing can only begin from 11am. Please do not attempt to queue earlier than this, as you will be asked to leave and come back at the appropriate time.

Neither Troxy nor our event promoters endorse any form of fan-managed queue numbering system.

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 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?

Yes. If you have purchased your tickets on DICE, you will find a ‘send to a friend’ button under your tickets. If you have purchased your tickets anywhere else, please always try to use the relevant ticketing agent tools to share tickets to your friends.

CAN I SWAP MY TICKETS OR SEATS?

If you wish to swap your tickets, please contact your point of sale and they will try and accommodate according to availability. If you purchased your tickets via DICE, our venue ticketing affiliate, feel free to email our ticketing team at ticketing@troxy.co.uk with your query and booking confirmation attached, and they’ll do their best to assist if we have space.

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!