Customer Policy

ADMISSION, REFUSALS & EJECTIONS

Current licensing laws are strictly enforced.

In accordance with section 27 of the licensing law the venue has the right to refuse admission without providing a reason. If you have consumed alcohol prior to arrival & appear to be in an intoxicated state or behave inappropriately in the queue or in view of the venue staff, you may be refused entry without a refund.

The venue operates a random search policy as a bare minimum and all bags are searched. Refusing to be searched or have your belongings searched will lead to refusal of admission without a refund.

Crowd surfing, smoking within the venue, the throwing of drinks and any other behaviour deemed as inappropriate whilst inside the venue will result in ejection from the premises without a refund.

AGE RESTRICTIONS

Borderline restricts the age of those attending to children 14 years old and over due to sound levels and crowd profiles. To attend a show unaccompanied by an adult, customers must be 16 and over. Those aged 14 or 15 years old can only enter the premises if accompanied by an adult. We will allow small groups of children with a single adult but to ensure there is suitable supervision of children on the premises, we will not allow large groups of children to be mentored by a single adult.

Children who appear to look under the age of 14 that arrive at a show and cannot prove they are 14 or over may be refused entry depending on the nature of the show. The duty manager who represents the license in force on the day will make the decision to admit children to the premises in line with the statutory duties they are responsible for. Parents will be called to collect their child if the show is not suitable for the person to attend unaccompanied. No refund will be given in this instance.

Some live events are Over 18’s and in some cases over 21’s with no exceptions, and all late night entertainment beyond 11pm is strictly 18+.

All club nights at Borderline are strictly 18+, with a ‘Challenge 25’ procedure strictly adhered to by security. No under 18s are permitted in the venue after 11pm.

Only acceptable forms of proof are accepted with a PASS hologram.

Please ensure you read all the show details prior to booking tickets.

CAMERAS & RECORDING EQUIPMENT

No professional cameras (with large or detachable lenses), video cameras or tape recorders are permitted in the venue. Should you be found to have these on arrival you will be asked to either take them back to somewhere safe or be asked to deposit them in the box office free of charge.

Small compact cameras are allowed unless specified otherwise on the day of the show by the artist or their representatives.

CHALLENGE 25

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. We accept valid driver’s licence and passport. 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 16 you must be accompanied by an adult.

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.

Borderline adopts a neighbour friendly policy so please make as little noise as possible on leaving the venue. Drinking on the street is prohibited, any customer found in possession of alcohol will be refused entry to the venue and possibly detained for police action.

CLOAKROOMS

Borderline has one cloakroom. If you are bringing a bag bigger than a ladies handbag and items such as motor bike helmets, backpacks etc with you we request that these are left in the cloakroom.

Please be aware that no item will be given out from the cloakroom without the matching ticket being presented. If you have lost your ticket you will be asked to wait till the end of the event to collect your belongings.

FOOD & BEVERAGES

No food or beverages should be brought into the Venues; these will be removed on search and confiscated. This includes sweets & chewing gum.

Free drinking water is available on request at bars throughout the venues.

Should you require the items for medical reasons please make this known to the security personnel on the front door who will contact the Duty Manager to discuss this in private.

Alternatively if possible contact the Venue via email in advance of the show.

ID POLICY

Anyone who looks to be under the age of 25 years will be challenged to prove their age to buy alcohol. The venue operates a Challenge 25 policy.

Accepted forms of ID are: Driver’s license (full or provisional), or a Passport (valid) or PASS Card with the pass hologram.

Any ID found to be fraudulent will be confiscated and handed to the police.

LOST PROPERTY / LEFT ITEMS

If you have lost items or left them in the cloakroom please email the venue directly on info@theborderlinelondon.com  with a description of the missing item, date of the show contact details and any other relevant information. The venue will check and if the item can be located will be in contact to arrange for you to collect the item.

The venue keeps items for a maximum of 1 month, after this period they are passed to local charity shops. Valuable items may be held for a longer period.

Items such as passports etc are handed to the police if not collected within the time frame.

MERCHANDISE

Merchandise can be purchased from the stand located inside the venue.

NOISE & SOUND LEVELS

Please be aware that there will be high sound levels during shows and patrons may be subject to continuous sound levels which may cause potential damage to hearing. Ear plugs are available on request for free, should they be required.

The venue operates a neighbour friendly policy, when leaving the venue please make as little noise as possible.

NO READMITTANCE

Once you have entered a venue there will be no pass outs and no re-admittance. Should you leave the venue for any reason you will not be readmitted and no refund will be given.

PRESCRIPTION DRUGS & MEDICATION

We discourage bringing medication to the Venues; however we do understand that for some people this is a necessity. Therefore should a person attend a show with prescription drugs the following applies:

A sealed package of prescribed medication of a small quantity is permitted providing that the persons name is on the label. A prescription for the medication if possible should be brought with you if possible.

Any person with items that are deemed unidentifiable / not in the original packaging or of a large quantity will be asked to speak with the Medics on the night who will assess the situation and the items may be removed until after the show and held in the medical room where they can be accessed if required.

Please be aware that evidence may be requested by security on entry. You may also be requested to speak with the Duty Manager.
A person who intends to bring into a venue medical sharps will be asked to discuss their usage with the Duty Manager in a private area, to ensure that their condition requires immediate access to these items and to also ensure the customer is aware of how to locate and access an area whereby they can administer the required treatment without any concern.

SEATED AREAS

Following our recent refurbishment, we now have increased seating facilities at the back of the venue. For those less able to stand during shows, limited reserved seating is available if booked in advance.

SHOW TIMES / SUPPORT BANDS

For the majority of shows the doors open at 7pm with a curfew of 11pm. On nights when there are club events after a gig the curfew can be 10.30pm.

Door opening times will be printed on the tickets.

Our club nights start no later than 23:00 and finish at 04:00, with last entry being at 03:00.

Show times & support acts will be listed on the venue’s website & social networking pages as and when they are known to the venue. Usually this is not known until the day of the show.

All times and support acts listed are subject to change and are to be used as guidance only. Do not use the stage times listed to make travel arrangements.

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