FAQ

Can I hire Troxy?

We’re glad you asked and the answer is of course! We are available for corporate events, live music and pretty much anything else suitable for the venue. On top we have a very experienced in-house events team.

See our Venue Hire page for more details.

What safety and security measures are in place at Troxy?

The safety of our customers, staff and performers is of paramount importance. We’re constantly reviewing our internal procedures and evaluating our safety and security methods.

We can’t go into the details of everything that we do, but what we can tell you is 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, mold and adapt our security measures.

Sometimes it might take a little longer to get in to 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.

Are there any entry restrictions?

Please read our Terms and Conditions to view our full entry restricitions. 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. Professional cameras are generally prohibited.

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 and conditions you agreed to when you bought your ticket.

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

What are the show times?

Unfortunately because we do not have control of stage times we cannot reply to e-mails sent requesting stage or set times. Wherever possible we will list approximate times on our website and social media channels but as they are a guide and subject to change we ask that you only use them as guidance and arrive at Troxy in good time. We’d hate you to miss the start of the show!

By the way, the time on your ticket is the time the doors open and not the show start time.

Can I buy tickets at the venue?

Tickets are only available to buy at the venue on the day of the actual event you wish to attend, and of course – only if the show isn’t sold out!

We do not sell tickets in person at any other time, and would direct you to our ticketing partner Eventim for ticket purchasing.

 

My tickets have not arrived – what do I do?

Tickets are normally sent out no less than three days before the event. If they have not arrived by then please contact the ticketing company you booked them with. If you booked them directly with us please call us on 0844 249 1000.

If you used a secondary ticketing site we are unable to assist with any enquiries – sorry about that!

What do I need to collect tickets from the box office?

If you have bought tickets for collection they will be available to be picked up on the day of the show. To do this you will need a copy of the order confirmation, ID and the card you used to pay for them.

If you are collecting a ticket on behalf of someone else whose card was used to pay for them ,please ensure you bring a letter of authorisations from the card holder which details the booker’s name and the last four digits of the card they used for payment along with the billing address. This letter MUST also have your name specified on it and you must bring photo ID.

For some shows the person who bought the tickets must also attend and photo ID will be requested. You will be told this when booking your tickets.

How do I know my tickets are genuine?

Our ticketing partner is Eventim . Any tickets you buy directly from them, or via our own website, you can be confident are genuine!

Is there disabled access?

Yes! For all the details, please see our Accessibility page.

I think I lost something at the venue - what do I do?

We have a lost property department which you can contact on [email protected]. Any unclaimed items will be taken to local charity shops after two weeks. Items such as wallets, passports and driving licences will be held for a longer period but will eventually be passed on to the police or relevant issuing authority.

What kind of special effects do you use?

Some Troxy shows will feature strobe lighting, pyrotechnics and/or smoke effects. This will be advertised around the venue to alert customers. If you have any issues on the night please speak to a member of staff.

We are a live music venue and there will be high sound levels during shows, sometimes continuously which may cause potential damage to hearing. Ear plugs are available on request.

We like to be a good neighbour so please bear this in mind and keep sound to a minimum when leaving Troxy.

I have a complaint or issue – what do I do?

If an issue arises while you are attending a show at Troxy please speak to a member of staff who will do their best to help. If you want to contact us about something after the show please call 0207 790 9000 or e-mail us at [email protected]

Is there a bar at Troxy?

On most events we operate numerous bars, which will be serving drinks once our doors open. We offer a full selection of products and  draught beer on our permanent bars, and a full selection of products and bottled and canned beers on our temporary bars.

Is there a cloakroom?

If you’ve a standing ticket for a gig, or attending a club night then yes, we’ve a cloakroom with a small fee charged per item.

If you are bringing a large bag, rucksack or other bulky items such as a motorcycle helmet we ask that you deposit them in the cloakroom. Queues for the cloakroom will peak towards the start and end of events and in cold weather. Please be patient with our staff who will be working as quickly as they possibly can – they want to go home too! Towards the end of events security may ask those not collecting cloakroom items to move away from the queue to avoid congestion.

How do I get to Troxy and is there parking nearby?

Troxy is a public transport destination. Please see our Your Visit page.

Are there hotels and places to eat nearby?

Yes. We’ve got some great local places to stay at, and some amazing restaurants too. Please see the Local Area info section for more details.

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