Rules and regulations of the sales of tickets (applies from March 10, 2022)

I – General provisions

  1. The purchase of a ticket to the Syrena Theatre is tantamount with the acceptance of these rules and regulations.
  2. The Syrena Theatre’s newsletter informs attendees about the date and hour when the sales and reservations of tickets for events starts.
  3. Due to the obligations of the Syrena Theatre, resulting from the specific nature of its activity, only some of the seats in the auditorium may be available for sale.
  4. In the event that the artistic event contains scenes intended for adult audiences or effects that may affect health, the theatre provides relevant information on the subpage dedicated to the given event.
  5. The following persons will not be admitted to the audience:
    • a) persons who are late for the artistic event (who have arrived after the doors to the auditorium were closed). Entrance to the auditorium will be possible only during the intermission. In the event that there is no intermission planned in the show, a late attendee will not be allowed into the hall at all;
    • b) persons under the influence of alcohol or other substances;
  6. Attendees of the Syrena Theatre are obliged to:
    • a) comply with the total ban on smoking on the premises of the Theatre;
    • b) act in accordance with the messages (verbal and audio) issued by the employees of the Theatre, including the audience staff;
    • c) comply with the ban on any recording of the performance, including photographs and audio and video recording;
    • d) comply with the ban on eating in the audience and bringing drinks in open containers.
  7. Attendees who do not comply with the above prohibitions will be asked to leave the audience without the right to apply for a refund of tickets.
  8. The management of the Syrena Theatre reserves the right to make changes in the repertoire and cast.
  9. In the event of force majeure, random events beyond the control of the Syrena Theatre, e.g. decisions of the authorities to cancel cultural events, in particular due to national mourning, or decisions of the authorities to close theaters – purchased tickets and vouchers are subject to return or exchange for another date or another show on a new date.

II – Reservation and purchase of tickets

  1. Tickets to the Syrena Theatre can only be purchased by adults. Ticket prices are given in PLN and include VAT.
  2. It is possible to make a reservation by telephone during the working hours of the sales department and box office.
  3. Telephone reservations are accepted at the following numbers: (22) 10 11 613/616/630.
  4. Reservations via email are possible at bilety@teatrsyrena.pl – e-mails sent after working hours of the sales department or the box office will be answered on the next working day.
  5. Sending an order by email is not tantamount to making a reservation. The reservation is active when the customer receives a confirmation of the reservation along with its individual number.
  6. There is no possibility for booking of tickets for a performance on the day of that performance. The customer then has the option of buying a ticket online (via the website: www.teatrsyrena.pl) or at the box office of the Syrena Theatre.
  7. The reservation must be purchased:
    • a) within 10 days from the date of booking – in the case of group reservations;
    • b) within 3 days from the date of booking – in the case of individual reservations;
    • c) at another time indicated in the email confirming the reservation.
  8. Accepted payment methods:
    • a) by cash/card in the theatre box office;
    • b) bank transfer to the account number 19 1090 1870 0000 0001 3153 4682
      SWIFT: WBKPPLPP
      The title of the bank transfer should include the reservation number, the full name of the person making the reservation, the date and the title of the show.
  9. In the case of payment made by bank transfer, the reservation receives the paid status when the funds are credited to the bank account of the Syrena Theatre. Sending the transfer confirmation is not equivalent to paying it.
  10. Bank transfers that do not include the reservation number and the details of the person making the reservation will be forwarded back.
  11. Failure to pay for the reservation within the prescribed period results in its automatic cancellation. The customer is notified of the fact of cancelling the reservation only by e-mail (if he or she provided an email address when making the reservation). The Syrena Theatre does not notify customers about the cancellation of the reservation by telephone.
  12. Tickets for artistic events organized in the Syrena Theatre can be purchased:
    • a) in the sales department and box office of the Syrena Theatre, 3 Litewska Street, in the working hours;
    • b) through the website www.teatrsyrena.pl. The sale takes place 24 hours. Transactions are handled by PayU;
    • c) via third-party vendors: : ebilet.pl, eventim.pl, kicket.co, and in their stationary sales offices.

III – Last call tickets

  1. Last call tickets in the Syrena Theatre:
    • a) do not guarantee a seating, but only to enter a show;
    • b) are sold in the theatre box office 30 minutes before the start of the show or on the portal kicket.com according to the rules of the portal;
    • c) are sold for evening shows in a limited number.
  2. The price for a last call ticket sold in the theatre box office is 50 PLN.
  3. Persons who have purchased a last call ticket are admitted to the auditorium after the third ring and may occupy free seats, except for seats excluded from the possibility of being made available to holders of last call tickets, indicated by the audience staff.
  4. Persons who have purchased last call tickets are obliged to give up their seat at any time to the person who purchased the ticket with the indicated seat.
  5. Last call tickets are not sold for: premieres, galas, jubilee performances, closed shows and New Year’s Eve shows;
  6. The last call tickets are non-refundable and non-exchangeable.
  7. The Syrena Theatre reserves the right not to sell last call tickets for selected shows. Detailed information on this subject is provided by the theatre box office.

IV – Reduced tickets and promotions

  1. Reduced tickets in the Syrena Theatre are available to:
    • a) children up to the age of 3 (free ticket) – under the condition that the child will sit on the same seat as the parent;
    • b) retirees and pensioners – the “Senior Ticket”, students and persons with disabilities – detailed information can be found on the website of the theatre in the section “Tickets”;
    • c) guardians of school groups for children plays (1 guardian per 15 children). The ticket for the guardian is free of charge.
  2. Reduced tickets will not be sold for: premieres, galas, jubilee performances, closed shows and New Year’s Eve shows.
  3. Promotional tickets purchased through the Syrena Theatre are non-refundable and non-exchangeable..

V – Persons with disabilities

  1. The plays from the repertoire of the Syrena Theatre are adapted to the needs of people with disabilities. Information about the type of facilities are depicted in the form of pictograms in the calendar of our shows and in the description of each show.
  2. People with disabilities are served out of order.
  3. There are no additional fees for using the facilities at the shows.
  4. Induction loops for people using hearing aids are permanently installed in the auditorium and at the theatre box office.
  5. Customers who wish to use audio description or subtitles are asked to contact our sales department (email: bilety@teatrsyrena.pl, telephone: 22 10 11 613/616) no later than 5 days before the date of the show.
  6. Wheelchair users who do not want to reserve a sit are entitled to a last call ticket to the show.

VI – Invoices, returns, exchanges, complaints

  1. The box office of the Syrena Theatre provides invoices:
    • a) when purchasing tickets in the box office – we ask customers to ask for an invoice before making a payment;
    • b) when posting the transfer for tickets – if the customer has previously requested to receive a VAT invoice;
    • c) at a later date, strictly on the basis of the original fiscal receipt after the sale of tickets, but not later than on the dates resulting from the generally applicable provisions on VAT.
  2. Only one invoice can be issued for one fiscal receipt.
  3. Tickets purchased for shows at the Syrena Theatre are non-refundable and non-exchangeable.
  4. Tickets purchased for theatrical workshops for children and adults are non-refundable and non-exchangeable.
  5. A customer who has purchased tickets to the Syrena Theatre has the right to a refund or exchange of tickets only in the situation described in Section I point 9 of the Regulations.
  6. In the event that the show is cancelled for reasons related to the Theatre:
    • a) the Theatre will, if possible, try to offer entrance to a different show or move the purchased tickets to another date;
    • b) Upon the customer’s expressed wish, the Theatre will refund the purchase amount in the form in which the payment was made within 30 days from the date of notification.
  7. Complaints (with a description of the situation) should be addressed to bilety@teatrsyrena.pl
  8. A response to the complaint will be provided within 10 business days after receiving the complaint.
  9. The negative response of the Theatre to the customer’s objections indicated in the complaint does not in any way limit the customer’s rights to assert their rights in court proceedings.
  10. The customer is entitled to use extrajudicial means of dealing with complaints and pursuing claims, in accordance with the rules set out on the website of the Office of Competition and Consumer Protection: http://www.uokik.gov.pl/spory_konsumenckie.php

VII – Online sale of tickets

  1. In order to use the online system for purchasing tickets, it is required:
    • a) to accept these Rules and Regulations, which simultaneously constitutes a declaration of intent and creates legal obligations between the Customer and the Syrena Theatre located in Warsaw, 00-589, 3 Litewska Street, the Organizer of events and
    • b) to fulfil the required booking and purchase procedures on the website www.teatrsyrena.pl:
    • • registering,
    • • selecting the event and number of tickets,
    • • checking the completeness of data,
    • • confirming of the order and receiving a receipt of confirmation of the order from the Syrena Theatre by email.
  2. The condition for the online sale of tickets is the payment of the order by the Customer; payment not confirmed by the Customer’s bank within the prescribed period results in an automatic cancellation of the order.
  3. Payments for tickets are handled via the www.payu.pl portal by PayU SA, 186 Grunwaldzka Street, 60-166 Poznan, Poland. Lack of the bank confirmation referred to above means that the money collected by the payment operator can be used for the next purchase or returned – the Customer is informed about the procedure in a given situation by PAYU by email.
  4. In order to receive a VAT invoice, select the VAT invoice option in the ordering process and provide the correct data required to issue it.
  5. The Theatre is not responsible for the consequences of providing untrue or incorrect data in the order form.
  6. The Theatre is not responsible for data transmission disruptions during the purchasing process.
  7. The Theatre reserves the right to end online sales at any time without providing any reasons.
  8. The inability to purchase a ticket via the online sales system does not mean that there are no tickets at the theatre box office.
  9. During one transaction, the customer can buy tickets for any number of events. You can buy a maximum of 10 tickets for each event at a time.
  10. All information regarding the course of the order will be provided electronically during the working hours of the sales department and theatre box office.
  11. Reduced tickets without documenting the right to a discount do not entitle to enter the auditorium – they are invalid. The customer will be asked to make an additional payment on top of the regular price of the ticket.
  12. The purchased ticket has to be shown to the audience staff before the start of the show (either on paper or a mobile device).
  13. The Theatre reserves the right to make changes in the repertoire.
  14. Information about the repertoire, scenes, price of tickets, discounts, special offers, the working hours of the box office are available on the website www.teatrsyrena.pl.
  15. Customers making payments via a foreign bank should take into account the costs of bank intermediation, as only full payment within the prescribed period guarantees the fulfilment of the order by the Theatre.

VIII – Vouchers

  1. The Syrena Theatre offers vouchers in three sectors:
    • a) Voucher for sector I – 160 PLN
    • b) Voucher for sector II – 140 PLN
    • c) Voucher for sector III – 120 PLN
  2. Each voucher can be exchanged for one ticket:
    • a) Voucher for sector I (160 PLN) – can be exchanged for a ticket for any sector (also for events taking place in the Syrena Bistro) excluding premieres and guest shows, New Year’s Eve shows and the theatre box;
    • b) Voucher for sector II (140 PLN) – can be exchanged for a ticker for sector II and further (also for events taking place in the Syrena Bistro), excluding premieres and guest shows, New Year’s Eve shows and the theatre box;
    • c) Voucher for sector III (120 PLN) – can be exchanged for a ticket for sector III, excluding premieres and guest shows, New Year’s Eve shows and the theatre box.
  3. The voucher and the ticket exchanged from a voucher are not exchangeable or refundable.
  4. The vouchers are sold in the box office of the Syrena Theatre, located at 3 Litewska Street (payment by card or cash) and through the website www.teatrsyrena.pl.
  5. The voucher can be exchanged at any time (in the box office or through the website www.teatrsyrena.pl) under the condition that there a seats available in the auditorium plan.
  6. The voucher, after exchange, entitles the customer to free use of the dessert menu in the buffet on the day of the performance.
  7. Vouchers purchased for a season have to be exchanged until July 15 of the current theatrical season.
  8. The Syrena Theatre does not return money for an unused voucher.
  9. In the event that a show for which a voucher was used is cancelled, the Syrena Theatre will offer tickets for a different date for the same show.
  10. If the price of the ticket is lower than the value of the voucher, the Syrena Theatre does not cover the difference. It is not possible to exchange the voucher for a ticket in a higher price sector for an additional fee.
  11. A voucher that has not been exchanged for a ticket does not does not entitle to take a seat in the audience.
  12. Vouchers without the expiry date indicated on them expire.

IX – Special rules for the sale of tickets during the state of epidemic emergency or state of epidemic

  1. The Theatre provides the audience with seats in accordance with generally applicable laws, applying possible restrictions on conducting creative activities related to all collective forms of culture and entertainment during the state of epidemic emergency or state of epidemic.
  2. In the event that the number of seats in the auditorium has been reduced for a specific event as a result of a change in generally applicable law in relation to the limits existing at the time of sale, the Theatre reserves the right to cancel the appropriate number of paid reservations so that the required number of viewers are admitted to the auditorium.
  3. In the case referred to in point 5, bookings paid for at the latest, i.e. closest to the date of the performance, will be cancelled first.
  4. Customers whose reservation has been cancelled are entitled to a refund or exchange of paid tickets for a voucher with a three-month validity period.
  5. The refund referred to in point 4 will be made within 180 days from the date of cancellation of the event on the basis of the delivered ticket and the document confirming purchase (receipt, VAT invoice) in the form in which the payment was made.