Box Office

STANDARD TERMS AND CONDITIONS

The following conditions apply to all concert ticket purchases made through the Polaris Theatre, RMSO Customer Service or the RMSO website.

Purchasing policy

1. Single Ticket sales are final. No refunds on ticket, subscriptions, or gift certificate purchases made online, by telephone, or in person.

2. For all ticket purchases, a non-refundable service fee is included in the ticket price and is calculated as follows:

   • $5 per ticket on regular, subscriber, group, promotional, and student rates

   • Subject to change on co-productions, guest productions and benefit events.

3. In the event a concert ticket is lost or forgotten, Customer Service may issue a duplicate ticket after carrying out the necessary verifications. Fees may apply for certain delivery methods.

4. Visa, MasterCard, and American Express are accepted. All orders are conditional on credit card approval and billing address verification.

5. Ticket prices may change at any time between the start of ticket sales and the concert, depending on the program and the seat location in the hall.

6. All promotions advertised by the RMSO are of limited duration and cannot be applied to previously purchased tickets nor combined with any other promotional offer.

7. Purchasers of age-restricted tickets must meet the respective age of criteria on the concert date. Age-restricted subscribers must meet the respective age of criteria on September 1 of the current season.

8. The RMSO reserves the right to request identification at any time for all Student and/or Mini-Maestro tickets.

9. The student discount offering is subject to seat availability one week before the concert. Tickets may be purchased online or at the service desk with a valid student ID card. Limit of one ticket per student. Online reservations must be picked up at the box office with ID.

10. Purchasers should carefully review the concert information, program, title, date, and ticket category BEFORE proceeding with the purchase. No refunds are possible once the order has been processed.

11. Featured artists, repertoire, dates, and times are subject to change without prior notice.

12. The RMSO reserves the right to cancel a ticket and the transaction made in respect thereto should it be discovered that the price of the ticket is inaccurate due to a technical failure of the website, a human error, or any other cause.
    

Exchange Policy

1. Exchanges are accepted up to 48 hours before the concert, by phone or in person.

2. NEW SELF-SERVE OPTION! If you purchased single tickets, you may exchange your tickets using the Showpass App

   • FREE - no service fees

   • Exchanges cutoff: 48 hours prior to a performance

   • Detailed instructions here

   • Subscribers may exchange their tickets through the box office

3. Customer service offers reprinting and will-call service at no charge starting 60 minutes before the show.

4. Exchanges are only possible for concerts in the same season (from September 1 to August 31). Exchanges are conditional on concert availability.

5. Any credit resulting from an exchange may only be used to purchase tickets for a concert in the same season (from September 1 to August 31). Credit is non-refundable. Un-used credits will be converted to a charitable tax receipt.

Concert cancellation

1. In the event a concert is cancelled, ticket holders are invited to contact RMSO Customer Service for information on proposed compensatory measures, such as ticket refunds, exchanges, credits, or to arrange a donation of tickets in exchange for a tax receipt.

2. The RMSO is committed to honouring its published performance schedule. All performances will proceed as scheduled regardless of weather conditions, except in extreme cases where roads are deemed impassable by law enforcement.

3. Please allow for plenty of extra time when travelling to the theatre in inclement weather. Please note that the RMSO is not responsible for parking lot conditions or snow removal at the Polaris Theatre.

4. We regret that tickets not used due to inclement weather cannot be refunded. RMSO tickets may be exchanged (no later than 48 hrs before the oncert) for another performance in the same season (subject to availability and exchange charges), or donated back up to the orchestra (for a tax receipt) no later than 24 hours before the original ticketed performance date. We regret that we are unable to offer a donation receipt for turned back tickets after the event has begun.

Before, after, and during the concert

1. Only ticket holders will be admitted into the hall.

2. The Theatre Lobby opens 90 minutes before the start of the concert. Generally, the doors of the Concert Hall open 30 minutes before the start of the concert. Times may vary in the event of preconcert chats, etc.

3. Once the concert has started, latecomers will only be admitted at a suitable break (during applause between complete pieces) or during intermission.

4. The Theatre reserves the right to assign latecomers to different seats than those listed on their tickets.

5. Out of respect for the artists and fellow patrons, latecomers or those who momentarily leave the hall during the performance will be reassigned to the nearest seat at the appropriate moment.

6. No refunds or exchanges are possible for latecomers.

7. It is not permissible to photograph, film, or record the performances in any way.

8. Theatre or RMSO employees may ask a disruptive patron to leave the hall at any time; their tickets will not be exchanged or refunded.

9. The RMSO’s concerts are not recommended for children under the age of 7. Nonetheless, parents wishing to bring children under the age of 7 must purchase a ticket for each attendee. Theatre or RMSO employees may ask a parent whose child is disrupting the performance to leave the hall at any time; their tickets will not be exchanged or refunded.

10. There are video screens (with audio) in the Theatre Lobby for the convenience of latecomers, those who leave the hall, and parents with small children who need a break.

CAMERAS AND RECORDING DEVICES

The use of cameras, video cameras or sound-recording devices of any kind is prohibited during performances. Any person using an unauthorized recording device will be required to surrender or erase any recordings, photographic or digital images and may be asked to leave. No refunds will be issued in this case.

ELECTRONIC DEVICES

The use of mobile and smartphones, smart watches, and all other electronic devices is extremely disruptive and is strictly prohibited during performances. Any patron who may need to be contacted for emergency purposes during a performance should speak with the Box Office for assistance before the performance begins.

CHILDREN AND BABIES

All patrons, including children, must have a ticket for the performance. Children 15 years of age or under must be accompanied by and seated next to an adult. Children should be able to sit quietly throughout the performance. Babes-in-arms are permitted at Matinee Performances only.

ETIQUETTE

Patrons are reminded that the Polaris Theatre is an extremely lively theatre space and that all audience noise will be accentuated and audible to other patrons. Kindly turn off all electronic devices (including smartwatches), avoid talking, humming, moving loose seats, kicking the backs of seats, rustling programs, and unwrapping candies or cough drops. For the safety of all patrons, please remain in your seat until the performance has completely ended and the house lights have been turned on.

LATECOMERS

In the interest of safety and for the comfort of all patrons and performers, latecomers may not enter the auditorium or be seated unless there is a suitable break in the performance. Patrons leaving the auditorium during the performance or returning late after intermission may not be readmitted or may be accommodated in an alternate viewing location. Latecomers are invited to view the performance from monitors in the lobby area. To ensure a full and enjoyable evening at the Symphony, please check your tickets for performance start times and plan to arrive early.

COAT AND PARCEL CHECK

To uphold the safety of the building, oversized bags and parcels may be prohibited from entering the auditorium. At the Polaris Theatre, the coat check is located in the Main Lobby.

VENUE POLICIES

• Outside food and beverages are prohibited from entering the venue.

• Patrons consent to appear in recorded material by attending performances/events.

• Management reserves the right to refuse admission without refund if conditions are violated, and expel from the premises any person whose presence or conduct is deemed objectionable.

SMOKING, VAPING AND CANNABIS

The Polaris Theatre is a smoke-free facility.