Box Office Policies

All tickets are non-refundable.
Tickets may be exchanged with 24 hours’ notice (see Exchange Policy below).
Every person requires a valid ticket to enter the theatre, regardless of age.
Ticket prices include GST and all applicable fees.
A $3.15 service fee is included in all theatre tickets. This fee helps cover ticketing costs such as secure payment processing and system maintenance.
Children under 4 years of age are not admitted to Mainstage performances.

Ticket exchanges must be requested at least 24 hours before the scheduled event.
One complimentary exchange per production is included. Additional exchanges are subject to a $5.00 per ticket fee.
If exchanging into a higher-priced performance, the price difference will be charged.
No credits or refunds are issued when exchanging into a lower-priced performance.
If an exchange is not possible, tickets may be converted into a charitable donation up to 4 hours before the event. A tax receipt will be provided.
Ticket cancellations will not be accepted after the event has occurred.

Subscriptions are valid only for the season in which they are issued. Unused tickets expire at the end of the season.
Subscribers receive unlimited free exchanges (with minimum 24 hours’ notice).
Seats are guaranteed only if booked at least 4 weeks before opening. Early booking is strongly recommended.
Upcharges apply when booking a higher-priced date or seats outside your subscription package.
No credits for booking lower-priced dates or seats outside your package.

If you miss your scheduled performance, you may be eligible to purchase a Missed Show Ticket:

Valid for another date of the same production at 40% off the regular ticket price.
Subject to availability
Please contact the Box Office for details

In consideration of our patrons and performers, children under 4 years of age are not admitted to Mainstage performances.
Children of all ages are welcome to attend Relaxed Performances and KidzPlay performances.

Performances begin promptly at the scheduled time. We recommend arriving at least 30 minutes prior to the performance, or a few minutes before your dining seating time if attending the Playbill Dining Room.
Latecomers and anyone leaving the theatre during the performance will be seated at a suitable break in the performance, at the discretion of Front of House staff.
You may be required to sit in the latecomer seats until the next break.
If the latecomer seats are occupied, you may be required to wait in the lobby until intermission.

Certified service dogs are welcome in the theatre.
Please contact the Box Office in advance so this can be noted in your order and appropriate seating arranged.
Service dog seating is generally in accessible areas of the theatre.
In rare cases, relocation may be required due to allergies affecting actors or other patrons.
Only one service dog per customer is permitted in the theatre.

We understand that travel conditions on Vancouver Island can sometimes be unpredictable. If a major highway closure, ferry cancellation, or other significant travel disruption prevents you from attending your performance, please contact the Box Office as soon as possible. We will work with you to provide an exchange, account credit, or other reasonable accommodation, subject to availability.

Scent Free – Help us keep our shared air healthy and fragrance free by not wearing perfume or cologne.
Photography & Recording is prohibited in the theatre.
Phones & Watches must be silenced before the performance begins.