Stuff that's good to know
welovehardhouse.com has a set of principles that is based around respect. We have zero tolerance to discrimination in any form, and insist that the entities we work with respect our customers and our customers respect their staff. Below are some examples.
We have a policy of welcoming clubbers of all shapes, sizes, colour, sex, sexual orientation and ability. If you or a member of your party has a physical impairment you will without question be treated with dignity and respect. O2 Academy Islington has a pro-active access policy which you can read HERE. The West Rocks Hotel has a lift to all floors and specially adapted rooms are available on request. For West Rocks events, please CONTACT US as early as possible so we can offer the best support. In any case, if you are likely to require some kind of assistance whilst attending one of our events, please let us know how we help.
All venues require you to show valid Photo ID. The most accepted forms of ID are a Passport or Driving Licence. Some venues will scan these. For those who have purchased e-tickets you will need to bring the ID that relates to the person who purchased the tickets.
You must be 18 years or over to attend any of our events. If you are lucky enough to look under 21 you may be asked to show ID at the bar on each visit. This is part of the duties bar-staff are obliged to under-take and we ask that you be ready to show ID when required. We also ask to share your tips for looking young!
We use venues that are licensed for the purpose in which we are using them for. Each venue provides their own security team who perform a number of roles for the venue, namely their primary purpose is for the safety of customers, staff and property. It is a condition of entry that each person is searched on arrival at the venue. This can include a pat-down as well as checking the contents of bags. For London venues it is normal to be asked to empty your pockets and go through an x-ray machine. Prohibited items include are bottles / cartons / cans of drinks, weapons (including kitchen and pen knives) / narcotics / large cameras. This list isn´t exhaustive.
CCTV is in operation at all the venues we use, and security are visible; if you see something of concern please bring it to the attention of venue security.
Dress code: We have a casual dress-code at all our events (jeans / trainers are quite acceptable). Some events have a special theme, see event details.
In line with the above, the security team act on behalf of the venue owners and can, at their discretion, refuse admission, particularly if they believe there is a threat to customers, staff, property or something that may bring the terms of the venues licence into distribute. This is called ROAR (Right of Admission Retained). Every licensed venue in the UK works in this way. It is extremely, but in needs be we are always happy to mediate, however ultimately we are rightly obliged to respect the decision of the security team.
The security teams will always act courteously and sensitively but they have a job to do, please always cooperate fully. We are lucky that we have some of the best clubbers on the club scene, the security teams get to see a much broader spectrum.
CONTACT US if you have anything you are not sure about or need clarifying.
Our in-house photographer (Wendy) has worked with us for some years and to most of our regular customers she is familiar sight. If you would prefer not to have your photograph taken just say no. She lives in Basingstoke so is used to rejection! Or just throw her a Hobb Nobb, that will distract her. In all seriousness, Wendy is superb, courteous and friendly. You can find out more about Wendy here
Fair Cancellation Policy - moreonthedoor.com customers only
If you are unable to attend one of our Pure events due to ill health or on compassionate grounds, and you have purchased your ticket through moreonthedoor.com, please CONTACT US - we can usually arrange a no quibble refund and we don't normally need to see proof.
For A Weekend Away With... events, there a no cancellation policy HOWEVER, we will attempt to re-sell your space, if we are successful then you only lose your deposit. If we are not successful then you are liable for the full cost. The exception is where serious ill health prevents you or someone associated directly with your booking from being able to attend. In these cases we require a certificate from your doctor or medical practitioner (you are welcome to blank our the details of the actual illness)
TicketWeb Customers have the opportunity to purchase missed event insurance, please check with TicketWeb directly.
We work closely with all the entities involved that make each event happen, the venue, security and so on. It is rare to have a cause to complain but if there is something that falls short of expectation, come and talk to us. There is always someone from our team at the entrance to the venue or close by. No matter what your concern is, we'd much rather deal with it immediately than hear about it afterwards when the chances of us putting something right are much reduced. If there is something you wish to bring to our attention after the event then please do not hesitate to CONTACT us.