LOST PROPERTY / LEFT ITEMS?
If you have lost items or left them in the cloakroom please email the venue directly on firstname.lastname@example.org 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 venues keep items for a maximum of one month, after this period they are passed to local charity shops. Valuable items may be held for a longer period. Items such as passports and ID’s etc. are handed to the relevant authorities if not collected within the time frame.
FREQUENTLY ASKED QUESTIONS
ADMISSION, REFUSALS & EJECTIONS
In accordance with 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. Crowd surfing and the throwing of drinks are strictly prohibited in the venue and those who do this will be ejected without a refund. In line with licensing law the venue has the right to refuse admission to any patron without providing a reason.
Motion and The Marble Factory restricts the age of those attending to children 14 years old and over, with accompaniment of an adult (over 18) for early curfew gigs or strictly over 18’s for late curfew club nights, due to the venues licencing agreement and crowd profiles. Children who appear to look under the age of 14 that arrive to a gig and cannot prove they are 14 or over may be refused entry. The duty manager will make this decision. Please ensure you read all the show details prior to booking tickets.
Motion and The Marble Factory have a free flow general admission capacity, which ranges from 200 to 2500 depending on the event and it’s layout. Motion and The Marble Factory are fully accessible, however the main room within Motion also has a mezzanine with views facing the main stage. Opening of this is dependant on expected attendance and is only accessible via stairs. Views of the stage may be restricted at the rear of both Motion and The Marble Factory during busy events, so please arrive early to avoid disappointment.
All advanced tickets should be purchased through one of the recognised outlets used by the venue, more often that not these are Eventbrite (e-tickets), Bristol Ticket Shop (physical tickets), Resident Advisor, Skiddle, See, Gigantic, Tweb, Ticket Master or directly from the promoter. However occasionally events may be sold via other ticketing outlets, please contact email@example.com if you have any queries. Please note: you cannot purchase advanced tickets over the phone with the venue or directly from the premises, however on most occasions when the event is not sold out you will be able to purchase tickets on the door. Please check the event listing for details. For non-received or lost tickets please contact the outlet that the tickets were booked / purchased through and not the venue directly. BEWARE OF SECONDARY TICKETING (Touts, facebook, etc). Fraudulent tickets such as cancelled & duplicated tickets can be sold on the secondary ticketing market and will not be accepted on entry. The venue is unable to help with ticketing problems unless tickets are purchased with an authorised ticketing agent.
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 cloakroom. Small compact cameras are allowed unless specified on the day of the show. For the satisfaction of other customer’s iPads and/or tablet devices are not permitted to photograph or film during any performances. Customers who persist may be asked to leave the venue.
The venue provides a cloakroom and charges £2.00 per items. If you are bringing a bag bigger than a ladies handbag and items such as bike helmets, backpacks, suitcases etc. with you we request that these are left in the cloakroom. Please be aware that no items 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 until the end of the event to collect your belongings.
If you have selected the Box Office option when booking tickets they will be available for collection from the box office on the day of the show. To collect tickets from the box office you will need to have a copy of the order confirmation, ID and the card used as payments for the tickets. If you are collecting a ticket(s) and you are not the person whose card was used for the purchase, please ensure you bring with you a signed letter of authorisation from the card holder which details your name and the last four digits of the card used to purchase the tickets.
We are keen to promote equality of opportunity for people with disabilities and where possible have taken the necessary steps to meet customer’s requirements. Both Motion and The Marble Factory are accessible and wheelchair friendly, however we do not have any parking or viewing platforms as yet. We do offer one free carers pass per ticket holder, this can be booked directly with the venue. Carer ticket holders should be able to meet the needs and assist the person they are accompanying in the event of an emergency.
There are no restrictions, wear whatever you wish! However items of fancy dress may be confiscated if they are deemed to be dangerous.
FOOD & BEVERAGES
No food or beverages should be brought into Motion or The Marble Factory; these will be removed on search and confiscated. This includes sweets & chewing gum. Food is available on site, however we advise you to eat before arriving at the venue and consuming alcohol. Free drinking water is available on request at certain bars throughout the venues. Should you require any items for medical reasons please make this known to the security personnel on the front door who will contact the duty manager & medical personnel to discuss this in private.
Please ensure you bring ID to the venue. Anyone who looks to be under the age of 25 years will be challenged to prove his or her age to buy alcohol. The venue operates Challenge 25. Accepted forms of ID are: Drivers License (full or provisional), or a Passport (valid) or Citizenship Card with the PASS hologram and SIA logo. Any ID found to be fraudulent will be confiscated. Under no circumstances will they be returned once confiscated.
All customers who look under the age of 25 will be required to provide ID when purchasing alcohol. If you are under 18 you are committing a criminal offence if you attempt to buy alcohol and you may be ejected without a refund or held until a responsible adult can come and collect you. People over the age of 18 found purchasing drinks for those not of legal age will be ejected without a refund. Only acceptable forms of proof are accepted. These are listed in the ID policy.
Motion takes a zero tolerance policy towards drugs in relation to possession, dealing or using. In conjunction with Avon and Somerset Police we also provide a drugs amnesty box. The amnesty box is situated at the entrance to the venue, patrons are able to deposit any illegal substances before they are enter the searching zone and remain anonymous.
Bristol Drugs Project (BDP) can be regularly found at the venue, advice is available should you need it or feel free to contact them directly on firstname.lastname@example.org or 0117 987 6000.
ISSUES DURING THE SHOW
If you have a complaint about the venue or event please speak to a member of security who will try to assist and in turn, if necessary, contact a duty manager immediately during the show to try and resolve the issue. Complaints after an event should be sent in writing (via email) directly to email@example.com.
Merchandise is available at many events and can be purchased from the merchandise stand, the location of this may vary.
NOISE & SOUND LEVELS
Please be aware that there will be high sound levels during shows and patrons may be subject to continuous sound levels that may cause potential damage to hearing. Earplugs are available on the bar should they be required. The venue operates a neighbour friendly policy, when leaving the venue please make as little noise as possible
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 either of 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 security or the medic may request evidence 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 & the venues medical staff, 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.
There is no seating in The Marble Factory the venue is all standing. Motion is also an all standing venue however there is a small amount of seating in some areas around the venue and in the smoking areas.
Door opening times vary from show to show so please check the website for updates, show times will also be printed on the tickets. On most occasions Set times will be listed on the venues social networking pages as and when they are known to the venue. Normally these are unknown until the day of the show, so they are often not released. All times listed are subject to change and are to be used as guidance only.
In line with the law, Motion and The Marble Factory are non-smoking venues. Smoking is not permitted in any area of the venue. A smoking area will be provided on all events. The location can change depending on the event and capacity but will be clearly signed throughout the venue. Alternatively speak to a member of staff. The smoking area will generally be open shortly after the event opens until shortly before the event finishes. Those found to be smoking inside the venue are at risk of being ejected without a refund.
STROBE LIGHTING & PYROTECHNICS
Some shows will contain strobe lighting or smoke effects.
Should you have any concerns please contact the venue prior to arrival or speak to a member of staff on the night.