Equality and Diversity Policy for Customers

Townhouse is committed to promoting equality and diversity in all aspects of our business, including the way we interact with our customers. We believe that everyone has the right to be treated with dignity and respect, and we are committed to ensuring that our products and services are accessible to all.

Our commitment to equality and diversity means that we:

Treat all customers fairly and with respect, regardless of their age, disability, gender, gender identity, race, religion or belief, sexual orientation or any other characteristic protected by law.
Provide our products and services in a way that meets the needs of all our customers, including those with disabilities, and make reasonable adjustments to ensure they have equal access to our services.
Ensure that our staff are trained in equality and diversity and are aware of their responsibilities under this policy.
Monitor and review our policies and procedures regularly to ensure they promote equality and diversity.
Take appropriate action if we become aware of any discrimination or harassment of our customers or staff, and will not tolerate any behaviour that is in breach of this policy.
We recognise that discrimination and harassment can be subtle and may not always be intentional. We encourage all our customers to raise any concerns they may have about our service, so that we can investigate and take appropriate action.

This policy applies to all aspects of our business, including our website, social media channels, and any other communications with our customers.

If you have difficulty reading and following the instructions on this website, please feel free to call us for a one to one chat about how we can help you access the information you need. Our number is 07788634850

Please note that our building in an old public house and has a partially accessible groundfloor area with an accessible toilet. Please call ahead of your visit if you feel that we, as a team can help to make your visit more comfortable or if you need clarification on our accessibility. Please note that there are 2 small steps into the reception and bar, which are not suitable for large motorised chairs, only manual chairs and with some assistance from our staff.

For those who have hearing and visual impairments, we have a club buddy scheme, whereby a club team member will be on hand to show you around, taking care to relay information in an appropriate manner and be a point of contact throughout your visit should you need assistance. We can adjust our lighting for those who have visual impairments and we can adjust the music independently around the building for those who are hard of hearing if this will help to make communication easier and the environment less challenging. If you have hearing of sight limitations and would like to bring a chaperone with you to assist you around the building, you may do so free of charge. The chaperone must be purely that and cannot take part in activities. Unfortunately, due to the nature of our business, assistance animals are not allowed. 

If any of our guests have a condition or disability which they feel will put them at a disadvantage, then we encourage you to contact us in advance, to discuss your additional needs and we will facilitate them where possible. For those who have cognitive  difficulties, a club like ours can be quite overwhelming. Please call us to discuss how we can help to make you visit less overwhelming and plan in advance, so you can enjoy your night, without any stress or difficulties on entry. We do have quiet spaces around the venue where people can relax and take some time out if needed. We can adjust some of our if needed equipment and we have bathroom/ showering facilities on our groundfloor for those who may find our stairs challenging. 

Illegal drug use is prohibited on the premises and in the smoking area; drug detection measures are in place around the venue. If we suspect someone has taken drugs before arrival, we reserve the right to question guests and UV lighting may be used to detect traces of drug use on a person. Anyone caught taking drugs will be asked to leave the premises immediately, their membership will be removed and the police will be informed. We have a zero tolerance drug use policy and reserve the right to search your personal belongings and locker if we feel that you have breached this rule. 

All of our events are ticket only and must be purchased prior to the event. Please note that tickets will close, either when we are sold out or 2 hours before the start of an event. Tickets are non transferable to other people or events and non refundable, so please be certain you can attend before buying a ticket. If you cancel, you will not get a refund, just like theatres and gigs. 

You must use your legal name when purchasing a ticket and it must match your ID/Membership details. If you use a pseudonym, this will invalidate your ticket. 

Upon arrival, your ticket will be scanned and checked for validity, then you will be booked in at reception. We require all new guests/members to bring full ID with them and this is detailed on our Nitty Gritty page. We accept ID in hard format or as photographs on your phone. We also accept utility bills etc… in electronic form. If you are unsure about accepted ID, please call or email us. If you fail to produce ID, you will be refused entry as we need to fulfil this measure as part of our strict licensing. 

We can refuse people entry if they:

* Do not adhere to our dress code (people may change on arrival) 

* Appear inebriated or high 

* Treat our staff with disrespect or threaten with violence

* If non member guys attend with friends. Non member guys can only attend alone. 

* If you arrive after the stating last entry on your ticket

* If you arrive without a valid ticket