Operated by STEP Business Enterprise Ltd (SBEL), a wholly owned subsidiary of STEP Charity.

These terms apply to room hire, venue hire, online bookings and tickets sold for events at The STEP Venue. By making a booking, buying a ticket or using the Venue, you agree to these terms.

1. Making a booking

Your booking is only confirmed once we accept it and send confirmation, or once payment has been accepted.

We may refuse a booking where we reasonably believe the event or activity is unsuitable, unsafe, unlawful, beyond capacity, or does not meet our licensing, safeguarding or operational requirements.

The person making the booking must be aged 18 or over. Where children or young people are involved, a responsible adult must remain in charge throughout the booking.

2. Booking times

Bookings are subject to availability.

Standard room bookings should normally be made at least 48 hours in advance, although we may accept later bookings where possible.

Hire times include set-up and clear-down unless we have agreed otherwise in writing.

Use of the Venue outside the booked times may result in extra charges.

3. Payment

Prices, deposits, booking fees, bonds and any additional charges will be shown before or at the time of booking.

We may require full payment in advance, or a deposit to secure the booking with the balance due by an agreed date. If payment is not made on time, we may cancel the booking or refuse access until payment has been received.

4. Cancelling a booking

You can cancel a booking by email or, where available, through the online booking system.

Unless special terms were agreed before booking, our standard cancellation terms are:

- 14 days or more before the booking date — full refund, less any clearly stated non-refundable booking fee

- 7 to 13 days before the booking date — 50% refund, less any clearly stated non-refundable booking fee

- Less than 7 days before the booking date — no refund

Some events may have different cancellation terms, including larger private functions, ticketed events, commercial hires, receptions, or events requiring extra staffing, security, bar or catering arrangements. Where this applies, the special terms will be made clear before booking. 

We may, at our discretion, allow a booking to be moved to another date instead of being cancelled.

5. If we cancel or change a booking

We may cancel, postpone, move or place conditions on a booking where reasonably necessary, including for safety, licensing, safeguarding, staffing, operational or legal reasons.

If we cancel a booking for reasons not caused by you, we will normally offer either a full refund or an alternative date or booking credit.

6. Online bookings

Please check all details carefully before completing an online booking.

For bookings relating to leisure services on a specific date or time, the usual 14-day cooling-off period does not apply.

7. Tickets for events

Tickets are sold subject to availability and may be subject to age restrictions, licensing conditions and event-specific rules.

Tickets are generally non-refundable if you change your mind, can no longer attend, bought the wrong ticket by mistake, or are refused entry because of intoxication, disorderly behaviour, lack of valid identification, or breach of venue rules.

If an event is cancelled, ticket holders will normally be offered a full face-value refund or a transfer to a new date or alternative event where available.

If an event is postponed, relocated or significantly changed, we may offer a refund, exchange or credit depending on the circumstances.

Tickets must not be resold for commercial gain without our written permission.

8. Your responsibilities

You are responsible for making sure your event is run safely and lawfully.

You must use the Venue only for the agreed purpose, follow all instructions from Venue staff, make sure guests behave appropriately, keep within the agreed room capacity, leave the area clean and tidy, and make sure guests leave safely and quietly.

You are responsible for the behaviour of your guests, contractors, performers and suppliers.

9. Health, safety and safeguarding

We are responsible for the general safety of the premises.

You are responsible for the safe running of your activity or event, including supervision of guests, contractors, equipment and attendees.

Fire exits and escape routes must always be kept clear.

Where children, young people or vulnerable adults are involved, you must have suitable safeguarding arrangements in place. We may ask to see these before the booking goes ahead.

10. Alcohol, catering and special activities

The Venue operates under a premises licence.

Only alcohol bought from the Venue bar may be consumed on the premises unless we have agreed otherwise in writing.

Kitchen or catering use must be agreed in advance.

The following need prior approval: inflatables, DJs or live entertainment, amplified sound, staging, specialist equipment, external contractors, and unusual or higher-risk activities.

We may refuse any equipment or activity that we consider unsafe or unsuitable.

11. Damage and liability

You are responsible for any damage caused during your booking by you, your guests, contractors or suppliers.

We may charge for reasonable repair, replacement, cleaning, waste removal, overtime or extra staffing costs caused by your booking.

We are not responsible for loss of or damage to personal belongings, decorations, stock, equipment or vehicles unless caused by our negligence.

12. Admission and conduct

We may refuse entry or require someone to leave where reasonably necessary for safety, safeguarding, licensing compliance, prevention of disorder, or protection of staff, customers or property.

We do not allow violent, threatening or abusive behaviour, harassment or discrimination, unlawful drug use, excessive intoxication, deliberate damage, dangerous behaviour, or conduct likely to cause nuisance or disorder.

13. Parking

Parking is limited and is not guaranteed unless specifically agreed.

Emergency routes and restricted areas must be kept clear at all times.

Vehicles are left at the owner’s risk.

14. Data protection and CCTV

We process personal data in line with our privacy notice.

CCTV operates at the Venue for safety, security, safeguarding and crime prevention purposes.

15. Complaints

If you are unhappy with any part of our service, please contact us in writing using the published Venue contact details and we will investigate.

16. General

These terms do not affect your legal rights.

These terms are governed by the law of England and Wales.