TERMS AND CONDITIONS: TERMS OF USE
Welcome! The following are the (‘’Terms’’) ticket policies, terms of use, and terms and conditions that govern your use of the service and products of the Arts Club Theatre Company (‘’Arts Club’’) — including without limitation of the (‘’Sites’’) www.artsclub.com, www.tickets.artsclub.com, and www.studentrush.com. Any tickets, products, or services you purchase, possess, or use from the Arts Club are subject to these Terms. When visiting or using any of the Sites, the Theatre Box Offices, or by calling the phone number of the Arts Club Box Office Call Centre, you expressly agree to these Terms, which may be updated without previous notice. The Arts Club does not authorize access or use to any user that does not agree with the Terms or the Privacy Policy. The Stanley Stage, Granville Island Stage, and Olympic Village Stage, shall be referred to as the “three stages’’.
All changes to the Terms will be effective immediately upon posting a revised version on the Sites. Any last version of the Terms supersedes and governs any previous version of the Terms previously agreed upon.
PROCESSING AND CONFIRMATION OF ORDERS
Your order is confirmed when confirmation is sent, in the form of a confirmation email (“Order Confirmation”). If you do not have an email address and place an order over the phone or at one of the theatre box offices, your order will be confirmed in the form of an order number.
In the event that an Order Confirmation is not received within 30 minutes of submitting payment information, or if there is an error message or service interruption after submitting payment information, please contact the box office.
In the event that any problems occur during the purchase process, it is the user’s responsibility to verify whether or not the order was placed. The Arts Club is not liable for losses (monetary or otherwise) for assumptions that orders were not placed. It is the customer’s responsibility to verify that the information of their ticket purchase is correct; mistakes cannot always be rectified after purchase. Please check your Tickets or confirmation upon receipt carefully and contact us immediately if there is a mistake.
ACCOUNT, ORDER, AND BILLING INFORMATION VERIFICATION
Accounts and orders are subject to verification. Orders are subject to payment method approval and are processed only after the billing address associated with the payment method and other billing information have been verified.
Any order placed, or attempted to be placed, with false, misleading, incorrect, or incomplete information, or that cannot be verified as belonging to the account holder—such as name, address, email address, phone number, IP address, or other account or billing information—are subject to cancellation, at any time.
TICKETS, PRICES, AND FEES
All purchases are subject to availability. Ticket prices are subject to change without previous notice based on—but not limited to—demand, from performance to performance. Prices are the same whether the purchase is made online, by phone, or in person.
All ticket prices offered on the Sites are in Canadian Dollars. The Payment methods accepted across all platforms are VISA, MasterCard, and American Express. Debit cards are only accepted at the theatre box offices. Cash is not accepted at any of our theatre box offices.
Tickets purchased on our Sites are subject, among other possible fees, a per-ticket facility, service fee and tax. We collect tax as required by federal, provincial, and local laws.
The Arts Club’s ticketing fees consist of the following:
2024–2025 Single Tickets Fees:
*$4 Facility Fee
*$4.55 Service Fee
2025–2026 Single Ticket Fees:
*$4 Facility Fee
*$4 Service Fee
Fixed Seat Subscription Fees:
*$3 Facility Fee per performance
*$1 Service Fee per performance
4Tix, 6Tix, and CYO Subscription Fees:
*$3 Facility Fee per performance
*$2 Service Fee per performance
RUSH TICKETS
Rush tickets are only available for specific programs such as the Arts Worker Program, and are available on the day of the performance at the discretion of the box office. Rush tickets are not available for touring productions, fundraisers or special events.
Rush tickets for rental events are subject to the discretion of the client’s production and are not part of Arts Club’s rush ticket programs.
Unused accessible seats will be released on the day of the performance and made available for purchase by the general public at the original sale price, which corresponds to the lowest-priced seating section at each venue.
YOUTH AND STUDENT TICKETING PROGRAM
Guests must receive email confirmation of Youth & Student eligibility before purchasing a discounted subscription or single tickets.
Youth & Student ticket pricing offers are only available for productions that are part of the Arts Club season, and are not available for rental events, touring productions, fundraisers or special events. Discounts are not valid for the A+ Seating at the Stanley and Granville Island Stage.
Youth & Student subscription pricing is valid for previews only based on availability.
ACCESSIBILITY OFFERS
Accessible seats for guests with access needs may be purchased without the need to apply to an access program or provide an access card such as Access 2 or CNIB.
For additional accessible performances, including but not limited to Relaxed Performances, VocalEye, and ASL interpreted performances, tickets may be purchased at a discounted price without the need to apply to an access program or provide an access card such as Access 2 or CNIB.
Free companion and discounted tickets at any seating section are available for guests that provide Access 2 or CNIB card eligibility before purchasing a discounted subscription or single tickets. Free companion and discounted tickets can only be purchased per person on the Arts Club account associated with the Access 2 or CNIB card holder. Additional tickets for non card-holders or companions may be purchased at regular price.
SUBSCRIPTION PAYMENT PLANS
Tickets or vouchers shall not be issued and may not be exchanged until full payment has been received. Payment method must be a credit card with validity extending at least six months from the order date. The remaining balance may be paid in full at any time prior to the final payment deadline. Guests are responsible for ensuring that their payment method remains valid at the time of auto-renewal processing. Failure to process all payments prior to the commencement of the subscription season may result in the cancellation of the subscription, with no refund of any prior payments.
SUBSCRIPTION AUTO-RENEWALS
Auto-renewal registrants will be automatically renewed into the same packages originally purchased, including but not limited to fixed seat series, 4Tix, and 6Tix voucher packages. Payments will be charged to the payment method on file once renewals are processed for the subsequent season. Guests are responsible for ensuring that their payment method remains valid at the time of auto-renewal processing. Auto-renewal registration may be cancelled at any time. Auto-renewals will continue unless cancelled. CYO subscriptions are not eligible for auto-renewal.
THIRD-PARTY RESELLERS
The Arts Club is not responsible for tickets purchased with resellers or any third-party seller. The Arts Club is unable to provide support to tickets not purchased through our Sites, theatre box offices, or the Call Centre; and reserves the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers, or distributors.
TICKET DELIVERY METHODS
PDF: Downloadable tickets are delivered as a PDF attached to an email. Digital tickets can also be found in 'My Account' in your Arts Club account online.
Will Call: To be collected from the theatre box office prior to showtime at no additional charge.
Mail: Paper Tickets can be mailed to your postal address. A $10 mailing fee per order will apply.
TICKET LIMITS
When purchasing tickets on our Sites, you are limited to 98 tickets. For orders of more tickets, schools, corporate, concierges, and tour operators, please contact the Group Sales Specialist at groups@artsclub.com or at 604.687.5315 ext. 245, to organize your theatre outing.
TICKET TRANSFERS
If you have digital tickets, the email or PDF can be forwarded to the person you wish to transfer them to. For paper tickets, you can give them to the person that will be attending the performance, or request to have them reprinted at the theatre box office for the person to pick up under their name. For Will Call tickets, please call the Call Centre to have them transferred.
OFFERS AND PROMOTIONS
Offers and promotions are not valid in conjunction with any other offer or promotion. Offers and promotions are only valid for guests entitled to complete the purchase within the terms and conditions stated by the offer.
MATES RATES
All season ticket subscribers, including fixed seat subscriptions, 6TIX, 4TIX and CYO, are entitled to a 15% Mates Rates discount on additional regular priced single tickets*.
Guests that purchase fixed seat subscriptions to two or more stages are entitled to a 20% Mates Rates discount on regular priced single tickets*.
*Mates Rates discounts cannot be applied to the lowest price zone of each venue.
Eligible Mates Rates price zones:
- Stanley Stage: Zones A+, Zone A, Zone B+, and Zone B
- Granville Island Stage: Zone A+, Zone A, and Zone B
- Olympic Village Stage: Zone A
MAKE-UP TICKETS
Subscribers are entitled to one free make-up ticket for their first missed performance of the season. Any subsequent make-up tickets are $30. Unused make-up tickets are not able to be carried over to the following season.
Requests to book make-up tickets must be made prior to the closing of the missed production. Make-up tickets can only be booked to the same production and to an equal or lower seating section.
CANCELLED PERFORMANCES
In the case that a performance is cancelled, the ticket holder will be notified via email and/or phone, and the announcement will also be posted on the Arts Club’s Sites and social media if time allows.
If you would like to reschedule your tickets or request a refund, please contact the box office. Tickets may also be donated, and a tax receipt will be issued under the purchaser's name for ticket returns of $20 or more. All the remaining tickets that were not exchanged will be automatically refunded.
DELAYED PERFORMANCES
In the case that a performance is delayed, the ticket holder will be notified via email and/or phone, and the announcement will also be posted on the Arts Club’s Sites and social media if time allows.
If you would like to reschedule your tickets or request a credit, also known as a gift certificate, please contact the box office. Tickets may also be donated, and a tax receipt will be issued under the purchaser's name for ticket returns of $20 or more. Ticket holders are entitled to request a credit before the production closes.
WEATHER POLICY
All shows will proceed as scheduled unless notified by the Arts Club. In the event that the performance is cancelled due to inclement weather, tickets are subject to the Cancelled Performance Terms stated above.
Free exchanges will be available if the guest is unable to make it to the theatre due to the weather. Free exchanges are only available on the day of the performance and not prospectively in advance since weather predictions may change. Exchanges must be done before the performance scheduled time.
Inclement weather includes but is not limited to; snow, earthquakes, tsunamis, flooding, hurricanes, tornados, and landslides.
TICKET EXCHANGES
Certain tickets may be exchanged within the same production for tickets of an equal or lower price. Tickets may be exchanged for higher seating sections, and the price difference will be charged. Tickets including Single Tickets and CYO package tickets are not transferable to a different production unless stated by donor benefits. Exchange requests can be made via phone, email, or at the theatre box office before the show. An exchange fee of $2.5 per ticket may apply. Exchanges are not available for tickets for performances that are less than 1.5 hours away from the scheduled time of the performance. Ticket exchanges must be for the same number of tickets, and will not be considered as monetary value.
6Tix, and 4Tix vouchers can be redeemed for a ticket to any production of the season for which they are valid and were purchased for, at any of the three stages. 4Tix vouchers can be redeemed for a ticket to any production of the season for which they were purchased for at the Granville Island or Olympic Village Stages. Flexible packages, including but not limited to 6Tix and 4Tix vouchers, cannot be redeemed for rentals, fundraising events, special events, or touring productions. Arts Club seasons run from September to August of the following year.
6Tix and 4Tix vouchers can be exchanged for a different performance or production after they have been redeemed for a ticket. Tickets booked using 6Tix or 4Tix vouchers can be transferred back into a voucher to be redeemed after.
CREDITS OR GIFT CERTIFICATES
Credits, also known as gift certificates, are only allowed within 24 hours of purchase. In this case, the credit can be requested by calling the Call Centre, or via email to boxoffice@artsclub.com.
All sales are final. Credits are only allowed in limited circumstances stated in the ‘Canceled Performances’ and ‘Delayed Performances’ above. Before purchasing tickets, carefully review your performances and seat selection.
Credits are not redeemable for cash. Credits may not be used or applied to previously placed orders.
REFUNDS
Refunds are only allowed within 24 hours of purchase. In this case, the refund can be requested by calling the Call Centre, or via email to boxoffice@artsclub.com.
All sales are final. Refunds are only allowed in limited circumstances stated in the ‘Canceled Performances’ and ‘Delayed Performances’ above. Before purchasing tickets, carefully review your performances and seat selection.
Tickets may be returned and donated. A tax receipt will be issued under the purchaser's name for ticket returns of $20 or more.
Occasionally, tickets may be offered at a discount after the original on-sale date, and a refund of the difference between the original price and the sale price for any previously completed purchase will not be issued if the request is made after the 24-hour refund window.
In case an order is entitled to be refunded, the refund will be processed to the original payment method and it will be reflected in your bank account within the next 10 business days from the time that the refund was issued.
It is not possible to refund a different credit card or debit card. If your credit card or debit card number has changed, but the card is still associated with the same account (e.g., a new card has been issued for the same account) the refund will go to that card.
ACCESSIBLE SEATING
The Arts Club is committed to accessibility. Guests who have different access needs may purchase accessible seats over the phone or in one of the theatre box offices. Accessible seats in each theatre include removable seats for wheelchairs and sturdy chairs without arms.
Unused accessible seats are released the day of the performance and will be available for purchase by the general public.
CHARGEBACKS, FRAUD, AND OTHER PROHIBITIONS
It is your agreement that you will not evade, avoid, or circumvent any refund prohibition of products or services in any manner. In addition, you agree to not intend to dispute or attempt a ‘’chargeback’’ from the company that issued the credit card or payment method. Should you do so, tickets will be cancelled immediately, and any future and pending purchases will be refused at the sole discretion of the box office.
We reserve the right to cancel any booking which we reasonably suspect to have been made fraudulently or for resale purposes.
THIRD-PARTY WEBSITES
Linked websites on the Arts Club’s Sites or social media are meant only for guests' convenience. Linked websites are not reviewed, endorsed, approved, or controlled by the Arts Club, and it does not take responsibility for their content. The use of links or services from third-party sites or companies is the responsibility of the user, and the Arts Club will not be responsible or liable for any damage or connection to the link.
NON-HARASSMENT POLICY
The Arts Club is committed to creating a safe and inclusive environment free of harassment and discrimination against guests, staff, artists, sponsors, partners, and any person related to the company. The Arts Club reserves the right to refuse service or admission – over the phone, online, or in person – to anyone committing any kind of harassment or discriminatory behaviour, and to remove or revoke access to anyone without notice or refund.
AGE RESTRICTION, AUDIENCE ADVISORY AGREEMENT, AND WAIVER
Babies and children under 3 years of age will not be admitted into the theatre unless the production is a designated Relaxed Performances*. To ensure everyone enjoys the show, little ones need to be able to sit in their own seat without any help. Every guest must have their own ticket. The Arts Club does not encourage children younger than 6 years old to attend a performance.
Children under the age of 14 must be accompanied by an adult aged 18 years or over, who must be seated with the child and accompany them throughout their visit. It is the guests’ responsibility to check the suitability of a performance for any children in their party regardless of any official age recommendation guidance. In the interests of other customers, parents or guardians may be asked to take noisy or disruptive children out of the theatre.
Please consult and review the audience advisory for each production before purchasing tickets and attending the performance. It is not the responsibility of the Arts Club to determine whether show content is appropriate for guests.
Please note the Arts Club cannot guarantee the appearance of any particular artist. The schedule is subject to change and may be affected by contracts, holidays, illness or events beyond the production’s control.
Please note that strobe lighting, smoke effects, gunshots, and pyrotechnic effects may be used in productions. In addition, they may contain profanity and/or explicit content intended for mature audiences.
ETIQUETTE DURING THE PERFORMANCE
Smoking and vaping are strictly prohibited at all times inside any of the venues. For all performances, guests should refrain from wearing strong perfumes and body scents that may disturb or cause allergic reactions to other guests.
Guests must comply with reasonable instructions and directions given by Front Of House Management and Front Of House Attendants.
The etiquette stated below does not apply to designated Relaxed Performances which are designed for anyone who might benefit from a more casual audience environment.
Disruptions are not tolerated. Guests who disturb the audience or interfere with the performance will be asked to leave without a refund or exchange.
Mobile phones, tablets, digital or smart watches, laser pens and other electronic devices must be turned off when inside the theatre to avoid performance disruptions.
LATE SEATING
Guests arriving past the scheduled time of the performance will not be permitted into the theatre immediately; the Front of House team will accommodate you at the earliest convenient time, usually at a suitable break to avoid performance interruption. Guests may be allocated a different seat than originally purchased, either for the first act or in any case the whole performance. Seating is at the discretion of the Front of House Manager.
FOOD, BEVERAGE, AND OTHER LIMITATIONS
Snacks and drinks may be bought at concessions or bars inside the venues, and consumption is allowed inside the theatres. Outside food and beverage are not permitted.
Weapons, illegal drugs, and other contraband are not permitted inside the venues.
PHOTO AND VIDEO RELEASE: RECORDING, TRANSMISSION, AND EXHIBITION
As a ticket holder, you agree that the performances are public events. By entering any of the venues, you grant permission to the Arts Club Theatre Company, and media partners, to use your image, actions, or appearance in any live or recorded audio, video, photographic display, or other transmissions, exhibition, publication, or reproduction made of, or at, the performance for any purpose, manner, medium, or context, without further authorization or entitlement to compensation.
It is strictly prohibited to record any of the performances or events. You may not record, publicly exhibit, transmit, or distribute any piece of performance. The Arts Club reserves the right to ask guests to leave if they fail to put away their recording devices or if they are suspected of making recordings from the theatre. The Arts Club reserves the right to delete any unauthorised recordings from guests.
RENTAL EVENTS TICKETING
All sales are final and non-refundable and are not able to be exchanged, unless stated otherwise by the production rental. The Arts Club is not responsible for tickets for events handled by a third party. For any inquiries, please contact rentals@artsclub.com. To consult the terms and conditions of Venue Rentals, visit https://artsclub.com/about/venue-rentals/terms-and-conditions.
PRIVACY POLICY
For details regarding data protection and how we shall process personal data when you purchase Tickets, please refer to our Privacy Policy https://artsclub.com/privacy-policy.
CONTACT
If you have any questions regarding the stated Terms, please contact us at boxoffice@artsclub.com or at our Call Centre at 604.687.1644.