- General provisions
1.1 These General Terms and Conditions of Sale apply to all tickets and season tickets purchased for the shows programmed by the Teatro Real during the current season.
1.2 The Teatro Real reserves the right to amend these general terms and conditions of sale at any time if conditions arising during the season so require.
1.3 The Teatro Real reserves the right to establish special conditions for the sale of certain shows or series of shows that are performed at the Teatro Real and not included in its season.
- Special conditions for season ticket holders:
2.1 Automatic renewal: season ticket holders will be guaranteed the automatic renewal of the same seat for future seasons provided the artistic programming and technical, artistic, organisational, production and any other type of needs so allow and the information necessary for the renewal has been previously provided. The transfer of ownership of season tickets is not permitted, except in the case of the death of a ticket holder.
2.2. Transfer due to death: the death of a season ticket holder will not result in the refund of the cost, and it will be possible to use the ticket until the end of the corresponding season.
2.3 Season ticket refund service: season ticket holders may offer their seats for sale via the Teatro Real’s Season Ticket Holder Service on up to two occasions per season. If a sale is made, the corresponding sum will be refunded to the user's account balance on the online platform, minus a handling fee of 10% of the ticket cost. If the ticket is not sold, it will be made available in the user’s personal space. Return form
2.4 Season ticket holders may transfer their season tickets to a third parties, although they remain responsible for their proper use.
2.5 Exchange service: season ticket holders may exchange the seat and performance assigned in their opera and dance season ticket for another giving them the same rights and costing the same for all the shows included in their season ticket. Each exchange will cost €9 for exchanges made online, at the box office or by calling 900 861 352. This service is limited to one exchange per production, excluding the option to change seats and performances. Exchange form
2.6 Request for duplicates: season ticket holders may request the issue of a duplicate ticket, giving proof of ownership. This service costs €2 per seat.
2.7 Preferential purchase: season ticket holders for the 2022/2023 season will have the benefit of access to preferential ticket purchase, in line with the ticket release calendar, which will be subject to possible changes by the Teatro Real.
2.8 Non-payment will result in the suspension of all season ticket holder rights for the corresponding season and for successive seasons.
2.9 The Teatro Real reserves the right to update zones, prices and categories at each season renewal, depending on organisational criteria.
- Exchanges, duplicates, returns and general cancellations:
3.1 Once tickets or season tickets have been purchased, no exchanges, refunds or cancellations will be allowed except through the season ticket holder refund system.
3.2 When purchasing tickets on the Internet, it is not possible to exercise the right to withdraw. Once the seat has been purchased, the ticket price will not be refunded.
3.3 If technical, artistic, organisational, audiovisual or production needs make it necessary to have certain seats available, the Teatro Real may offer to replace them with others of an equal or higher category. Alternatively, the spectator may request a refund.
3.4 Cancellation before the beginning of the performance or substantial modification of the show will be the only admissible causes for the refund of the cost of tickets. Except for personal shows by specific artists, such as concerts, cast changes will not be considered substantial modifications. Refunds may be made by offering vouchers or coupons instead of reimbursement, as appropriate. Under no circumstances will service and/or management fees be refunded.
3.5 For online purchases, users of this service may request a physical duplicate of the ticket purchased at the Teatro Real box office. The cost of the service is €2 per ticket. However, you can download the ticket from your customer area, which will be valid and sufficient to provide access to the corresponding show.
3.6 There will be no right to a refund of the ticket cost in cases where the cancellation or modification occurs once the show or leisure activity has begun and is due to force majeure.
3.7 In adverse weather conditions, the Teatro Real reserves the right to continue the performance as long as it is possible to maintain the show and it is not expressly prohibited from doing so by the competent authorities. This will not be a valid reason for a refund of the ticket price.
3.8 The Teatro Real publicises any exceptional circumstance that could affect the performance of the show via its official channel www.teatroreal.es. If it is accepting applications for refunds on season tickets or seats for such exceptional reasons, it will indicate the deadlines and the way ticket price refunds will be made effective via the same channel. In no case will refund requests be accepted after the start time of the affected show.
- Non-substantial modifications to the show:
4.1 In the event of artistic or technical conditions beyond the control of the Teatro Real that prevent the performance of the opera as scheduled, the Teatro Real may offer to replace it with another performance. Alternatively, the spectator may request a refund within the terms and conditions established by the Teatro Real.
4.2 The Teatro Real reserves the right to alter the planned production for technical or artistic reasons or due to force majeure, as well as the schedules, programmes and performers announced (when productions are made with large casts, understood as all those not personal to specific artists, such as concerts).
4.3 The subtitling service in the main auditorium is free of charge. No refund will be made in the event of poor service or no service at all due to technical problems.
- Conditions and non-substantial changes to seats:
5.1 The Teatro Real will determine the number of tickets to be offered for sale for each show, performance or capacity category at its own discretion, as well as any limitations restricting the maximum purchase to ten tickets per person and show, except for tourist agencies. Ticket sales for shows outside the Teatro Real's own programme are limited to six tickets per person.
5.2 Because of its characteristics and capacity, the Teatro Real’s main auditorium has a certain number of seats with "reduced visibility" and others with "no visibility" or less comfort.
5.3 In shows not requiring the use of the orchestra pit, the Teatro Real reserves the right to include additional rows or seats in the elevated orchestra pit to meet technical, artistic, organisational, audiovisual or production needs.
5.4 The Teatro Real reserves the right to modify the published prices. Such modifications will have no effect on purchases already paid for.
- Promotional seats:
If seats with promotions for young audiences or other groups with specific promotions are not used by their legitimate beneficiaries, the Teatro Real may refuse access and cancel the remaining promotional seats.
- Punctuality and access:
Once the show has started, access to the auditorium (including the boxes) is not allowed under any circumstances until the interval, if any. Anyone leaving the auditorium will not be able to return until the next interval. People arriving late or leaving the auditorium during the performance will be able to follow the performance through the monitors on the 5th floor (only for main auditorium performances and the Teatro Real programme). Spectators should arrive in their seats punctually, and they are recommended to set off early enough to avoid any possible difficulties in arriving on time.
- Prohibitions and limitations on access:
8.1 The use of cameras and filming or recording equipment inside the Teatro Real is strictly forbidden. The use of these devices during performances may result in immediate expulsion from the auditorium, without prejudice to any corresponding administrative or criminal liabilities for the use of unauthorised images or sound recordings.
8.2 The Teatro Real prohibits the resale of tickets under the terms of article 24.3 of the Spanish Public Shows and Recreational Activities Act (LEPAR) and only guarantees the authenticity of tickets that have been purchased through official channels.
8.3 The Teatro Real reserves the right of admission to prevent anyone who is behaving in a violent manner, who may disturb the public or users, or who might alter the normal course of the show or activity from gaining access or remaining inside.
8.4 All spectators must undergo a mandatory security check at the entrance or access point to the building by passing through a metal detector arch and undergoing a search of personal belongings.
8.5 The Teatro Real may establish mandatory health check systems to detect symptoms of infectious diseases, reserving the right of admission to prevent access by people with symptoms. Under no circumstances may the Teatro Real store, access or process personal data relating to spectators’ health.
8.6 Spectators must comply with the safety, preventive and maximum capacity measures established in the different spaces and rooms of the Teatro Real, marked for this purpose, and may not wander outside the space corresponding to their ticket or season ticket in accordance with the spatial boundaries and indications established for this purpose in the building. Likewise, spectators must comply with the obligation to wear a face mask when this is mandatory in accordance with current legislation.
8.7 Spectators must occupy only the seat indicated by their ticket. Standing or changing locations during the performance is not permitted.
8.8 Bringing any kind of food or drink inside the building is not permitted. Food and drinks must be consumed exclusively in the areas reserved for such use.
8.9 Smoking, including the inhalation of vapour created by electronic cigarettes or other devices, as well as the consumption of narcotic substances, is strictly prohibited in all facilities, without prejudice to the corresponding administrative or criminal responsibilities.
8.10 Mobile phones and other devices must be silenced before entering the auditorium and their use will not be possible during performances. Anyone using these mobile devices during performances may be expelled from the auditorium immediately.
8.11 Noises, sounds or movements that may disturb other spectators or performers should be avoided during performances.
8.12 The health and safety measures adopted by the Teatro Real must be respected at all times. Failure to comply with this may be grounds for expulsion from the premises without the right to any compensation and without prejudice to the corresponding administrative or criminal liabilities.
8.13 Guide dogs are the only animals are allowed in the Theatre Royal’s. All other animals are prohibited.
- Safety and evacuation plan:
9.1 In accordance with the provisions of the Teatro Real's Security and Evacuation Plan, each ticket corresponds to one seat and one attendee, regardless of age. As a result, children must also have their own entrance ticket to gain access to the building and the auditorium.
9.2 Leaving objects on the railings of the circles or boxes is not permitted. Similarly, it is forbidden to lean over the edges of the circles and boxes.
9.3 It is forbidden to bring dangerous objects, such as weapons, sticks, harmful products, etc. into the facilities.
9.4 For security reasons, items deposited in the cloakroom may be subject to inspection.
9.5 Theatre staff are responsible for ensuring compliance with the Teatro Real's regulations. You must keep your ticket during your entire stay on the premises, showing it to staff as required.
10. Ticket management fees:
10.1 For the 2022/2023 programme, tickets for shows may carry a handling fee of 2 euros.
10.2 The sale of tickets for shows outside of the Teatro Real's own programme may have a different management cost established in each specific case.
11. Children:
11.1 Children under 16 years of age must be accompanied by an adult in all cases.
11.2 For operas, symphonic concerts and recitals, only people aged over seven may enter the auditorium.
11.3 At performances of El Real Junior all children, regardless of age, must have a paid-for ticket may occupy the corresponding seat.
11.4 For external events, the policy on children will be set by the promoter.
11.5 It is recommended that children should sit in boxes or side aisle seats in case they have to leave the auditorium. It is also recommended not to take children into the higher circles, particularly in the front rows.
- Tours:
12.1 The Teatro Real is a fully operational theatre and therefore may restrict tours and areas to be visited, including the main auditorium, at any time for technical or organisational reasons. If, for these or any other reasons, tours are PARTIALLY affected or reduced, the cost of tickets purchased will not be refunded.
The main auditorium can be visited during the general guided tour, general free visits and other tours that include this space from Monday to Sunday from 10am to 10.30am and from 2.30 to 3pm, except when there are restrictions for the reasons mentioned in the previous paragraph.
12.2 Postponement or cancellation of tours due to force majeure before they begin will be the only admissible reason for a refund of the cost of tickets purchased. The Teatro Real will proceed to pay the refund, via the means of payment used for the purchase, within a maximum of 20 calendar days.
12.3 Once a ticket for a visit has been purchased, neither the type, time or any other element can be changed.
12.4 Reduced-rate ticket holders must prove their entitlement when entering the Teatro Real.
12.5 Tickets for any tour may be purchased via the following channels:
- At the tours desk in the lobby of the Teatro Real. The only payment method accepted is credit card.
- Online sales via www.teatroreal.es.
12.6 Visitors are allowed to access only the areas designated for the purpose and wandering through other areas or accessing restricted areas is strictly prohibited. The instructions of tour staff must be respected and followed at all times. The Teatro Real accepts no responsibility for the consequences of actions carried out by visitors if they do not follow the instructions of tour staff.
The Teatro Real accepts no responsibility for the consequences of actions carried out by visitors if they do not follow the instructions of tour staff.
If instructions from tour staff are not followed, they will be entitled to expel the visitor or visitors from the building. Visitors expelled in this way may not demand any refund or compensation whatsoever.
On technical tours, the safety instructions of tour staff must be followed at all times, especially in certain areas in and around the stage, where the following are strictly forbidden:
- Going beyond the safety line marked on the ground.
- Leaning on handrails.
- Bringing in objects not attached to the body or not securely stored (bags, backpacks, purses, or similar).
- Bring in any hanging objects likely to fall accidentally. These may be left in the room before the entrance.
- Failure to follow the instructions of the Teatro Real's tour staff.
12.7 For organisational reasons, access will not be granted to anyone presenting themselves at the Teatro Real five minutes or more after the time selected in their purchase for any kind of tour. This will not result in the right to a refund or compensation for the ticket price.
12.8 The Teatro Real prohibits the resale of tickets and those acquired through unauthorised channels will not be valid, without prejudice to the corresponding administrative and criminal liabilities.
12.9 The use of photographic or filming devices is forbidden during the visit; photographs may only be taken in the Foyer or any public area designated by the visiting staff, and are strictly forbidden in the Main Auditorium.
12.10 The Teatro Real reserves the right of admission in order to prevent violent acts and negative effects on normal activity.
12.11 People with reduced mobility wishing to follow the whole tour must purchase a ticket through the specific channel provided, using the e-mail address visitas@teatroreal.es.
12.12 For safety reasons, the minimum age for the technical tour is 10 (inclusive).
12.13 For group tours, the following specific requirements must be taken into account:
- Tickets must be purchased through a mandatory pre-booking request for groups at least three weeks before the chosen date, at visitas@teatroreal.es or by calling 91 516 06 95. Information will be provided on the type of tour, approximate date and approximate number of attendees.
- In order to carry out the tour in an organised way, when the number of attendees exceeds 60, the visit may be carried out in two groups in such a way that it is possible to maintain the normal activity of the Teatro Real and the appropriate safety measures.
- Groups will be formed with a minimum of 15 and a maximum of 60 people attending.
- The Teatro Real will confirm the feasibility of the tour within one week of the date of the pre-booking.
- The person in charge of the group must give the final number of participants seven days before the tour.
- The booking will be confirmed on receipt of payment by bank transfer. This must be done during the three days following the confirmation of viability.
- If payment is not made, the pre-booking will be cancelled.
- Once confirmed, the booking cannot be changed, modified or cancelled once confirmed. In case of cancellation, the amount paid will be forfeited.
12.14 The following rules apply to group tours:
1-Select the dates when you are interested in visiting.
2-You can make pre-bookings for as many dates as you like.
3- The total number of people in groups cannot exceed 50 or 60 (including teachers).
4- Group tours can only begin at 10am or 1.30pm.
5- It is not possible to book single-sex group tours.
6- Once the requests have been received, an e-mail will be sent indicating the date and time of the requested visit, together with payment instructions. Dates and times will be allocated strictly in order of the receipt of requests.
7- Once your tour is confirmed, you must pay by bank transfer no less than 20
days before the date of your visit.
8- Once payment has been made, no changes, cancellations
or refunds will be allowed. If the tour is cancelled, the sum paid will be lost.
9- If payment is not made, the booking will be cancelled.
10- Tickets will be available at the tours desk on the day of your visit.
11- If you have a reduced-price ticket, you must prove you are entitled to it.
12- After the tour, if you wish to ask for an invoice, you must fill in the following form.
13- If you have a reduced-price ticket, you must prove you are entitled to it when entering the Teatro Real.
14- The Teatro Real reserves the right to cancel your tour for technical or organisational reasons or because of force majeure. In these cases, the sum paid will be refunded.
15- Please note that access to the main hall and other areas on the tour may not be allowed for technical or organisational reasons. The Teatro Real is not responsible for any possible restrictions or changes in routes. Please follow the instructions and advice of our front-of-house and security staff at all times.
13. Cancellation and refund policy for training course registrations:
13.1 The course registration is valid only for the specified person, course, date and corresponding time.
13.2 Failure to turn up at the indicated course start time will result in forfeiture of the course and there will be no refund of the registration fee.
13.3 Documents (ID card/passport) must be brought on the day of the course. If the information provided does not coincide with that of the registered student, the Teatro Real may refuse access.
13.4 The Teatro Real is responsible only for course registrations made through its official sales channels (website).
13.5 The Teatro Real will not manage and/or authorise refunds for registrations made through intermediaries. In this case, the user must contact the company/seller who made the sale.
13.6 Illegal resale (or attempted illegal resale) of a registration constitutes grounds for the freezing or cancellation of such a registration without a refund or any other form of compensation.
13.7 A registration may not be used for advertising, promotions, competitions or gambling, unless formal written permission is granted by the Theatre Royal.
13.8 The information contained on this website, such as course content and schedules, is accurate at the time of publication on this website. Any alteration or change since publication, inaccuracy or variation cannot be considered to be misleading advertising by the Teatro Real.
13.9 The Teatro Real is a fully operational theatre and courses may therefore be subject to change for technical or artistic reasons at any time.
13.10 If, for the reasons mentioned above or for any other reasons, the course is partially affected or reduced, the registration fee will not be refunded.
13.11 If the Teatro Real is forced to postpone a contracted course for these reasons, or for other reasons, such as failure to meet the minimum attendance numbers established by the Teatro Real, registrations will be refunded and people already enrolled on the course will be offered alternative dates, either for the same course, if possible, or another alternative course. No compensation will be payable.
13.12 Refunds will be made within 30 days of confirmation of recognition by the Teatro Real that the enrolled person who has requested a refund in writing, as described below, is entitled to one.
13.13 The Teatro Real will proceed to reimburse the person concerned for the course via the payment method used to pay for corresponding course enrolment fee.
13.14 The purchase of enrolment at a given price implies acceptance of that price. Under no circumstances will the Teatro Real refund any difference for promotions not applied before payment of the enrolment fee.
13.15 The transfer of enrolments on Teatro Real courses between individuals or organisations is not permitted.
13.16 Enrolment on our courses implies full acceptance of the General Terms and Conditions and the content of everything published about them on the Teatro Real website.
14. Experience Card:
14.1 The Teatro Real Experience Card can be used to purchase tickets for opera, ballet, Real Junior and concerts from the Teatro Real's official programme (not applicable to last-minute sales or season ticket purchases).
14.2 The Experience Card is valid for one year from the date of purchase and can be purchased through the Teatro Real’s sales channels.
14.3 If the purchase exceeds the available balance, the difference will be paid using the payment methods available in each channel.
14.4 The seats issued in exchange for the Experience Card cannot be exchanged or refunded.
14.4 The gift card is a bearer document and the bearer is responsible for its use. If the card is stolen, lost, misplaced or damaged, it will not be replaced.
14.5 No exchanges or refunds of Experience Card balances will be accepted.
14.6 Only one Experience Card will be accepted per purchase.
14.7 The minimum value of an Experience Card is €30, redeemable at the time of purchase.
15. Complaint forms:
The Teatro Real has complaint forms available for spectators, as well as a season ticket holder and customer service department.
