Our customer policy
To offer the best customer experience The Cookie operates some general policies that customers are advised to adhere to.
Current licensing laws are strictly enforced Management reserves the right to refuse admission, and customers may be subject to a search on entry.
Ticket holders may be subject to search – any person found in possession of weapons of any description will be refused entry and/or the items seized will be logged and handed over to the Police.
All tickets are non refundable unless a show is cancelled.
Ticket holders consent to any filming and sound recordings as members of the audience.
Ticket holders may be subject to continuous sound levels which may cause potential damage to hearing.
Ticket holders may be exposed to strobe lights.
The management can not be held responsible for lost or stolen tickets.
A no re-admission policy is strictly enforced.
No professional type audio/visual or any digital recording equipment will be allowed into the venue.
No bottles, cans, alcohol or food is to be brought into the venue.
Strictly no Smoking in the venue.
The Cookie operates a zero tolerance to drugs; any one found in possession of illegal substances will be ejected and reported to the police.
Crowd surfing is strictly prohibited; anyone caught doing so will be ejected from the venue.
No entry fees will be refunded following ejection or refused entry.
Any person found throwing drinks in the venue will be removed from the premises without refund and may be liable for damages caused to equipment.
This is a challenge 25 venue. If you are lucky enough to look under 25 you will be asked to prove that you are over 18 when you buy alcohol or cigarettes. We accept driver’s licence, passport and Proof of Age Standards Scheme (PASS) ID. For live music events where you are aged 14 and over but under 18, you are advised to also bring ID to ensure you will be admitted to the venue – acceptable ID also includes a birth certificate (or photocopy of) and a photocopy of a passport as well as Proof of Age Standards Scheme (PASS) ID.
If you are under 18 you are committing an offence if you attempt to buy alcohol. It is also an offense for a person aged over 18 to purchase alcohol on behalf of a person under the age of 18.
The Cookie adopts a neighbour friendly policy so please make as little noise as possible on leaving the venue. Drinking on the street is prohibited in Leicester City Council, any customer found in possession of alcohol will be refused entry to the venue and possibly detained for police action.
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All [venue] customers should be aware that in recent years mobile phone theft on entertainment and licensed premises around the country has been on the increase.
In order to minimise the chance of this happening to you when in [venue], please follow this advice:
Keep your phone close by at all times
Never leave it on a table
Avoid putting it in back pockets or side pockets on cargo pants
Keep your handbag closed at all times and never leave it on the floor or under a table
Use “Find My Phone Apps” on smartphones and tablets (follow links for more info Apple / Android / WP8)
Register your phone at www.immobilise.com
Lock the keypad using a PIN number or pattern code
Tell any member of staff or security if you see anyone acting suspiciously
If you find your phone has gone tell any member of staff or security in the venue as soon as you realise.
Send an email to see if it’s been handed in at email@example.com