The Octagon Theatre

Question Answer

• I'm having problems booking online, what should I do?

  Please email westlandsyeovil@yeovil.gov.uk with the nature of your booking issue. Where possible please include the device and browser that you are using. Alternatively, you can call the Box Office during their opening hours on 01935 422884.

• Do you have wifi?

  We have free public wifi.

• What are your daytime service hours for the lounge bar?

  Westlands is open from 10am - 8pm Monday - Saturday. The lounge bar currently offers a day time menu between 10am - 2pm. Confectionary, ice cream and cakes are available all day.

  We offer a pre-show dining menu before a theatre style show. Please see the Food and Drink section of the website for details.

• Can I have a refund on my tickets?

  We do not offer refunds on tickets except in the case of a cancelled performance. If however you have purchased Ticket Protection cover with our partner Secure My Booking when purchasing your tickets you may be eligible for a refund. 

  What’s covered?

  If you choose to add Secure My Booking, you can apply for a refund if you’re unable to attend due to:

  • Accident or illness affecting the ticket holder
  • Death of the ticket holder or an immediate family member
  • Travel delays or disruption
  • Adverse weather preventing attendance
  • Burglary, fire or flood at your home

  And more.

  What’s not covered?

  There are some exclusions to be aware of:

  • Event cancellation by the venue (you’ll be refunded directly by us in this case)
  • Changing your mind or deciding not to attend
  • The protection fee itself
  • Not attending without a valid reason
  • Circumstances due to a lack of reasonable care

  Full details can be found here:
  https://securemybooking.com/terms/uk/

  If you believe you are eligible for a refund, you need to complete an online for through Secure My Booking.

• Tell me more about Ticket Protect Refund?

  We’ve partnered with Secure My Booking to give you extra peace of mind when booking your tickets.

  Plans can change. If something unexpected means you can’t attend your event, adding ticket protection allows you to apply for a refund of 100% of your ticket cost, subject to the terms.

  You can add this protection during checkout on most performances.

  What’s covered?

  If you choose to add Secure My Booking, you can apply for a refund if you’re unable to attend due to:

  • Accident or illness affecting the ticket holder
  • Death of the ticket holder or an immediate family member
  • Travel delays or disruption
  • Adverse weather preventing attendance
  • Burglary, fire or flood at your home

  And more.

  What’s not covered?

  There are some exclusions to be aware of:

  • Event cancellation by the venue (you’ll be refunded directly by us in this case)
  • Changing your mind or deciding not to attend
  • The protection fee itself
  • Not attending without a valid reason
  • Circumstances due to a lack of reasonable care

  Full details can be found here:
  https://securemybooking.com/terms/uk/

  Frequently asked questions

  Can I add protection after booking my tickets?
  We understand that reading full terms and conditions can take some time, so we will allow you 24 hours after your initial ticket purchase to decide whether you would like to add ticket protection. After 24 hours, we will not be able to add Ticket Protection to your booking.

  If I exchange my tickets, will I still be covered?
  Yes. If you exchange your tickets in line with our terms and conditions, your protection can be updated to cover the new booking value if needed.

  Is the protection fee refundable?
  No, the protection fee is non-refundable.

  I have a membership, do I still need this?
  Memberships offer flexibility, such as exchanges. Ticket protection is designed to cover you when a refund is needed due to unforeseen circumstances. Many customers choose to use both.

  Need to make a claim?

  Making a claim is simple and done online.

  If you’re unable to attend your event, submit your request within 60 days of the event date at:
  www.ticket-refunds.com

  You’ll be asked to provide supporting documents depending on your reason.

  Please note: the venue cannot process refund requests unless an event is cancelled.

  View full terms and conditions

• Can I exchange my tickets for another performance?

  You can only exchange your tickets for a performance of the same production. There is a charge of £1 per ticket (up to a maximum of £5) to exchange tickets.

• Can I give my tickets to someone else if I can't attend?

  You can give your tickets to friends or family should you be unable to attend. If your tickets are being held at the Box Office those using them will need to be able to quote your details to be able to collect your tickets.

• I've lost my tickets, what can I do?

  We can reprint your tickets at the Box Office on the day of your performance.

• How do I move seats if I've already booked?

  To move seats please contact the Box Office on 01935 422884. There is a charge of £1 per ticket (up to a maximum of £5) to do so unless additional tickets are being purchased.

• Are there any booking fees?

  All purchases of value are subject to a £2.00 transaction fee.

  All performances (unless otherwise stated) are subject to a £1.50 ticket levy (included in the advertised ticket price) that is in place to secure the future of arts and entertainment provision in Yeovil. A ticket levy price rise will come into effect from 1 April 2027. Any events taking place on or after 1 April 2027 are subject to a £2.00 ticket levy.

  There is a postage and processing fee of £2 if you would like your tickets to be posted to you.

• Can I use National Theatre Tokens?

  We do not accept National Theatre Tokens due to the commission rate that they incur. We do offer our own gift vouchers which can be exchanged against all performances at Westlands.– these vouchers are valid for three years from the date of purchase. Gift Vouchers can be bought via our Gift Voucher form.

• Where are the best seats?

  Our flat floor seating is more generous for leg room. We find that our most popular seating area is Row PP which is flat floor at the front of our tiered section.

• I need extra leg room, where should I sit?

  Row PP is along a central aisle and so has the most leg room.
  

• Who counts as a Concession?

  Concession rates (where applicable) apply to students, those in receipt of state pension, those who are registered disabled and children if no 'Child' rate is available.

• Why won't your website let me leave a single seat?

  Our Box Office system is designed not to allow single seats to be left until a set capacity is reached – we would therefore ask that you choose alternative seats. If you require tickets that will leave a single seat for access reasons please contact the Box Office on 01935 422884.

• How do I book a wheelchair space online?

  Due to the specific access requirements of wheelchair spaces these seats are not available to purchase online. To book a wheelchair space please contact the Box Office on 01935 422884. At Westlands we have disabled parking spaces at the front of the building. These are available on a first come first served basis.
  

• How can I book as a group?

  You cannot make a booking online with us for more than 10 tickets, so therefore you need to contact our Box Office if you wish to make a larger 'Group' booking. For the majority of our events, you can make a group booking reservation and pay for your tickets later - either a month before the event or when the event sells out (whichever comes first). 

  To make a group booking, you can either call us on 01935 422884 or email our dedicated Group Booking email account westlands.groupbookings@yeovil.gov.uk.

• What is a Family Saver?

  A Family Saver can be made up of either two adults and two children or one adult and three children. On most occassions this works out cheaper than buying individual adult/children tickets.

• What age qualifies for a Child ticket?

  Children from the age of 2 require a Child ticket for all performances. A Child rate is applicable for anyone up to the age of 16. Those over 16 but still in full time education would qualify for a Concession ticket where applicable.

• What is a Babes In Arms ticket?

  Where applicable, a Babes in Arms ticket is a free ticket allowing a child under the age of 2 to sit on a parent’s lap. These are available from the Box Office on the day of the performance. Please note if you would like your little one to have their own seat a Child ticket must be purchased.

• Where can I find the seating plans?

  Our seating plans are available online via our Plan Your Visit section. 

• Do you have baby changing facilities?

  Both our ladies and gents toilets are equipped with baby change facilities.

• Do you have booster seats?

  Booster seats are available to hire for a charge of £1. Please see any member of staff for assistance.

• Do you have a cloakroom?

  We operate a cloakroom on some events for £2 per item. 

• I'm hard of hearing, do you have an assisted hearing system?

  The ballroom at Westlands is fitted with an Infra-Red hearing loop system. To use the system you can either set your hearing aid to T setting or you can use headphones/necklaces that we can provide – hire of these requires a £5 deposit that will be returned to you when equipment is returned. For assistance please see a member of our Box Office team or a Duty Manager.

• I'm a wheelchair user, how do I access your facilities?

  We have level access to our Lounge Bar, Toilets, Wheeldon Suite meeting rooms and Ballroom. More informaton can be found on our Access Page.

• Why can't I take photos/record video in the ballroom at theatre-style shows?

  Unless you are invited to take photos/record video we ask that you do not use any form of recording equipment in the ballroom during theatre-style events. This is due to production copyright and failure to comply may result in your removal from the ballroom.

• Can I take a drink from the lounge bar into the ballroom?

  Drinks from the lounge bar can be taken into the ballroom as long as they are in plastic cups. If you would like a plastic cup please inform bar staff when placing your order. Hot drinks are only permitted when in suitable covered containers.
  

• Where should I store my pushchair when I go into the ballroom?

  For a place to store your pushchair please see our Duty Manager. Any member of staff at the theatre can call the Duty Manager for you on the day of your visit.

• How do I get my show/event put on at Westlands?

  For production programming enquiries please contact Arts & Entertainment Venues Manager, Adam Burgan, via adam.burgan@yeovil.gov.uk. For all other hiring/event enquiries please contact the Events Team via westlandsevents@yeovil.gov.uk

• How do I hire a meeting or event space at Westlands?

  For all hire information please contact our Events team via westlandsevents@yeovil.gov.uk

• I'd like to work at Westlands, can I send in my CV?

  All vacancies are listed on our Work With Us page.  Here you'll find information about how to apply - via CV and covering letter.

• Can I have some Westlands tickets for my charity event?

  All charity requests must be submitted in writing (preferably on headed paper or with a covering letter) to: Martin Hacker, Westlands Entertainment Venue, Westbourne Close, Yeovil, Somerset, BA20 2DD.