Friends of The Customs House – Terms & Conditions

These are the terms and conditions which apply to Friends Membership (‘these Conditions’). By purchasing or renewing a Friends membership You agree to be bound by these Conditions. 


In these Conditions: ‘The Customs House’ (and ‘we’, ‘our’, ‘ours’ and ‘us’) refers to The Customs House, Mill Dam, South Shields, NE33 1ES.

‘Friends membership Card’ means either (a) Your Friends membership card which is issued to You by The Customs House or (b) the card which is issued to You as a replacement for Your current Friends membership Card.

‘Acceptance’ ‘Accepted’ ‘Accepting’ means either (a) confirmation by ‘The Customs House’ verbally or in writing (including by email) that Your Friends membership application has been accepted and Your ‘Benefits’ will commence.

‘Benefits’ means those Benefits and discounts at The Customs House which are from time to time notified on our website, newsletters or mailings, as available to holders of a valid and current Friends membership card. Additional conditions may apply to individual Benefits and discounts.

‘Initial Fee’ is the fee payable on Acceptance.

‘Renewal Fee’ means the fee payable by You as set by The Customs House at the end of the first 12-month Validity Period and for any subsequent 12- month periods thereafter.

‘Our terms and conditions of sale’ means those terms and conditions that apply to our customers purchasing tickets and attending any The Customs House venue as published from time to time.

‘Our website’ means

‘Validity Period’ refers to (a) the 12-month period from the date of Acceptance or (b) the 12-month period from the date of renewal of Your Friends Membership and means the period during which Your Friends Membership is valid in accordance with these Conditions.

‘Working Day’ means Monday to Friday, excluding any Public or Bank Holidays.

‘You’ means you or anybody who in Our reasonable opinion is acting with your authority or permission. ‘Your’ shall be read accordingly.


  1. Membership Types
  2. Benefits
  3. Purchasing a Friends Membership
  4. Friends membership Renewal
  5. Using Your Friends Membership
  6. Lost or Stolen Cards
  7. After Sales Care & Complaints
  8. Cancelling Your Friends Membership
  9. Cancellation by The Customs House
  10. Your Data


1.1 There are three membership types available, namely: Individual, Joint & Family.

1.2 An Individual membership applies to 1 named person.

1.3 A Joint membership applies to 2 named people.

1.4. A Family membership applies to 2 Named Adults & 2 Names children or 1 Named Adult & 3 Names Children

1.5 An adult is defined as a person aged 16 or over. A child is aged 2-15 years.


2.1 All Benefits are subject to availability and to these Conditions.

2.2 A valid Friends Membership will entitle You to the Benefits shown in Appendix A but You acknowledge that some or all of the Benefits may be added to, removed or altered by The Customs House at its discretion.

2.3 Additional Benefits offered by external companies are beyond the control of The Customs House and may be subject to change without notification.

2.4 Friends Discounts and advance notification of shows are only available on specified shows.

2.5 Discounts may vary from show to show and may occasionally be capped or time limited.

2.6 Discounts and offers apply to full price tickets only. Only one discount per ticket. Any additional fees associated with Your Customs House Friends membership and/or relating to the purchase of tickets will be outlined in The Customs House brochures, print and on our website.

2.7 Any ticket purchases made will be subject to The Customs House’s terms and conditions of sale.

2.8 A Friends Membership gives you priority booking 48 hours before the general public. There may be instances where we may not be able to offer priority booking due to a show going on sale at short notice or at the request of a promoter.

2.9 Named members must reserve, book and pay for bookings under their own record to receive discount/priority booking.

2.10 Each Friend’s card entitles the bearer to 10% discount on food and beverage in Bella’s. Please show your Friends Membership card at the time of purchase to receive your Friends discount. You may be required to show additional ID.

2.11 Friends Membership does not confer discounts on merchandise, programmes, ice creams or sweets.

2.12 It is your responsibility to check upon receipt of your tickets, that you have tickets for the correct production, date and time with the correct discounts.


3.1 A Friends membership can be purchased online at or in person at our Box Office, or by calling 0191 454 1234.

3.2 The Customs House reserves the right to refuse any application for a Friends membership.

3.3 When Your application for Friends membership has been Accepted a contract in accordance with these Conditions has been formed between us and You will be issued with an The Customs House Friends Digital Membership card.

3.4 The Benefits can be utilised immediately upon Acceptance and You will be issued with a Friends Digital Membership Card via text message and/or email depending on the contact details you have provided.

3.5 Subject to these Conditions, Your Friends Membership card will be valid for the Validity Period.

3.6 If You have paid for Your Friends Membership by Direct Debit, payment will not be taken immediately and will be valid from the date that payment is taken.

3.7 If You have paid for Your Friends membership by Direct Debit, Your Direct Debit agreement is with The Customs House Trust and it is the name of this company that will appear on Your bank statements as the payee. You have the right to cancel Your Direct Debit in accordance with the Direct Debit Guarantee.

3.8 If You choose to upgrade your membership type during your membership period, you can do so by paying the difference between the two membership types. The upgrade will be applied at time of purchase and continue until your original expiry date.

3.9 If You chose to downgrade your membership type, no refund will be given for the price difference between the two membership types.


4.1 At least one month before the expiry of the Validity Period for payments made by credit/debit card or cash, (not Direct Debit customers) The Customs House will offer You the opportunity to renew Your Friends membership for a further twelve-month period. Any renewals will be subject to payment of the then current Renewal Fee.

4.2 Payments made by Direct Debit will auto renew every 12 months unless you cancel your Friends membership.


5.1 Your Friends Membership Card is a personal revocable license and is, at all times, the property of The Customs House.

5.2 The Customs House reserves the right to refuse to supply You with a Friends membership and can terminate Your Friends membership and/or demand the return of Your Friends membership Card and/or cancel it at any time if, in its reasonable opinion, You are in breach of these Conditions.

5.3 Your Customs House Friends membership is strictly non-transferable to any third parties. Only the named holder on the Friends membership card will be entitled to use the Friends membership Card and to receive Benefits.

5.4 Any Benefits and tickets obtained in breach of these Conditions will be made null and void and The Customs House may refuse to admit the ticket holders to its venues.

5.5 The Initial Fee and any Renewal Fee are non-refundable in the event that a Friends Membership Card is terminated as permitted by these Conditions.


6.1 You must inform The Customs House if Your Friends membership card is lost or stolen.


7.1 Should You have any queries or issues relating to Your Friends membership please contact us on 0191 454 1234 or email [email protected] We will acknowledge all customer correspondence within 5 working days.


8.1 Subject to the following, The Customs House Friends membership is non-refundable. You have the right to cancel Your Friends membership within 14 days of Acceptance. If You do choose to cancel within this 14 day “cooling off” period, You will receive a full refund of the Initial Fee upon receipt of Your returned Friends membership Card, provided that The Customs House may charge You for any Benefits which You have received since Acceptance by virtue of Your membership, including any discounts, promotions, fee savings and priority booking. Memberships will run for the Validity Period and cannot be cancelled outside of the stated “cooling off” period.

8.2 If You do wish to cancel Your Friends membership and You are eligible to do so, You should call us on 0191 454 1234 or email [email protected]

8.3 If Your application for an The Customs House Friends membership has been Accepted and You choose to pay by Direct Debit You have the right to cancel Your Direct Debit in accordance with the Direct Debit Guarantee. If You cancel Your Direct Debit inside the “cooling-off” period your Friends membership will be cancelled automatically and the terms of Clause 7.1 will apply. If You cancel Your Direct Debit outside of the “cooling off” period You are required to pay to The Customs House on demand within 7 working days of The Customs House notifying You in writing (including by email) the full amount of the Initial Fee (or, as the case may be, the relevant Renewal Fee) by another payment method. If You do not pay the Initial Fee You will be in breach of these Conditions and The Customs House will cancel Your Friends membership. The Customs House also reserves the right to require that You pay to The Customs House on demand (a) the full amount of the Initial Fee (or, as the case may be, the relevant Renewal Fee) or (b) the value of any Benefits received since Acceptance, including any applicable ticket or booking fees that would have applied to the purchase of tickets had You not held a valid Friends membership, whichever is the lower.

8.4 The Direct Debit Guarantee: The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits. If there are any changes to the amount, date or frequency of Your Direct Debit the organisation will notify You (normally 10 working days) in advance of Your account being debited or as otherwise agreed. If You request the organisation to collect a payment, confirmation of the amount and date will be given to You at the time of the request. If an error is made in the payment of Your Direct Debit, by the organisation or Your bank or building society, You are entitled to a full and immediate refund of the amount paid from Your bank or building society. If You receive a refund You are not entitled to, You must pay it back when the organisation asks You to. You can cancel a Direct Debit at any time by simply contacting Your bank or building society. Written confirmation may be required. Please also notify the organisation. * The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between You and the billing organisation.

8.5 If You choose to cancel your membership after the “cooling off” period but before your expiry date, no refund will be given.


9.1 The Customs House may cancel Your The Customs House Friends membership if You provide any false information at the time of Acceptance, You misuse Your card in anyway or there is any irregularity in the payment of any fees for Your Friends membership or tickets.

9.2 If The Customs House do cancel Your Friends membership as permitted by these Conditions You will not be entitled to any refund of Your Initial Fee or any Renewal Fee.


10.1 You must ensure that the information provided by You when You Accepted Your Friends membership is accurate and complete and contains Your correct name, contact address, telephone number and/or email address and any other requested details.

10.2 It is Your responsibility to inform The Customs House of any personal detail changes.

10.3 The Customs House will use this personal information to provide You with all information connected with the supply of Your Friends membership including; ticket 0ffers, Benefits, renewals, brochures and newsletters, events, offers, changes to The Customs House Friends membership scheme.

10.4 By Accepting a Friends membership You consent to Your information being used in this way.

10.5 The Customs House is committed to protecting your privacy. The information you provide will be handling in accordance with the Data Protection Act 1998, Privacy and Electronic Community Regulations 2003 and UK General Data Protection Regulation (UK-GPDR). For a copy of our Privacy Policy, please CLICK HERE

 Last updated 01.03.2024