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.
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.
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 to, among other possible fees, a per-ticket facility and service fee. We collect tax as required by federal, provincial, and local laws. For 2023-2024 Subscriptions, a $15 handling fee will be applied unless stated otherwise by an offer or a promotion. A $10 mailing fee will apply for all postal orders unless stated otherwise by an offer or a promotion.
The Arts Club’s ticketing fees consist of the following:
2024–2025 Single Tickets Fees:
*$4 Facility Fee
*$4.55 Service Fee
2024–2025 Subscription Fees:
*$3 Facility Fee per performance
*$1 Service Fee per performance
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'.
Will Call: To be collected from the theatre Box Office at least 30 minutes 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 9 tickets for each order. For 10+ ticket purchases, schools, corporate, concierges, and tour operators, please contact the group booking department 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 and 6TIX holders are entitled to a 15% Mates Rate discount on additional regular priced single tickets*. Guests that purchase subscriptions to all three stages are entitled to a 20% Mates Rate discount on additional tickets*.
*All Mates Rate discounts cannot be applied to the lowest price zone of each venue.
Eligible Mates Rates price zones:
- Stanley Industrial Alliance Stage: Zones A+, Zone A, and Zone B
- Granville Island Stage: Zone A
- Newmont 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.
Requests must be made within 72 hours of the missed performance. This only applies 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 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 converted into a gift certificate after the production is closed.
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 you would like to reschedule your tickets or request a credit, aka 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 have 7 days after the original performance date to request a credit.
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.
Inclimate 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 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 vouchers can be redeemed for a ticket to any production of the season it was purchased for, at any of the three stages. They cannot be redeemed for events or touring productions. Arts Club seasons run from September to August of the following year.
6TIX vouchers can be exchanged for a different performance or production after they have been redeemed for a ticket.
CREDITS
Credits 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 – including but not limited to – Subscriptions, 6TIX packages, Group Tickets, and Single Tickets. Credits, aka gift certificates, are only allowed in limited circumstances (as explained in the sections ‘Cancelled 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 – including but not limited to – Subscriptions, 6TIX Packages, Group Tickets, and Single Tickets. Refunds are only allowed in limited circumstances (as explained in the section ‘Cancelled 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 sales price for any purchases already completed will not be issued. In addition, there are no refunds or returns passed 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. There are up to nine step-free seats in each theatre that can be removed to accommodate wheelchairs.
Unused accessible seats are released the day of the performance to be able to be purchased by the general public.
CHARGEBACKS AND OTHER REFUND 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.
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 linking.
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
Children under the age of 3 (including babes in arms) are not allowed to attend a performance except for ‘’relaxed performances’’. Children under 14 years old must be accompanied by an adult. All guests regardless of age must have a seat and a ticket.
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.
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 or not show content is appropriate for guests.
ETIQUETTE DURING THE PERFORMANCE
All guests regardless of age must have a seat and a ticket. Children under 14 years old must be accompanied by an adult.
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.
The etiquette stated below does not apply to Relaxed Performances which are designed for anyone who might benefit from a more casual audience environment.
Babes in arms are not permitted. The Arts Club does not encourage children younger than 6 years old to attend a performance. Guests not old enough to sit in their own seats are not permitted inside the theatre during a performance.
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 and other electronic devices must be turned off 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 illegal to record any of the performances, and it is strictly prohibited for all events. You may not record, publicly exhibit, transmit, or distribute any piece of performance. We reserve the right to ask guests to leave if they fail to put away their recording devices.
RENTAL EVENTS TICKETING
All sales are final and non-refundable. Ticket exchanges are not permitted. 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
Learn more about how your information is collected, used, and shared in the Privacy Policy at https://artsclub.com/privacy-policy.
CONTACT
If you have any questions regarding the stated Terms, please direct them to boxoffice@artsclub.com or the Call Centre at 604.687.1644.