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. All 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. Clients must 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.

Purchases made with gift certificate

1. Gift certificates issued after June 2021 may be redeemed online, by telephone, or in person.

2. RMSO gift certificates issued before June 2021 may only be redeemed in person.

3. RMSO gift certificates cannot be redeemed for cash.

4. RMSO gift certificates do not expire.

Exchange Policy

1. The RMSO’s ticket exchange policy may vary depending on the concert producer and the content of the event.

2. When available, exchanges are accepted up to 24 hours before the concert, by phone or in person.

3. An exchange fee of $5 per ticket (+tax) will apply.

4. There is no exchange fee for the current season’s subscribers.

5. NEW SELF-SERVE OPTION! You may exchange your tickets using the Showpass App

   • FREE - no service fees

   • Exchanges may be initiated up to 48 hours before a performance. This gives us an opportunity to resell returned tickets.

   • Detailed instructions here

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

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

8. 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.

9. Purchase using ticket credits may be made online, by telephone or in person. Credit cannot be retroactively applied following a purchase made on the RMSO or Showpass websites.

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. Concerts will not be cancelled due to adverse weather conditions, except in extreme cases.

Ticket delivery

1. There are number of ways to receive your tickets. Charges may apply:

   • By e-mail – no charge: immediate delivery to the purchaser’s e-mail address. The purchaser must present a printed version of their ticket included in the PDF file attached to the e-mail.

   • Will Call - at the service desk – no charge: available at the RMSO service desk for pick-up one business day after purchase, up to 30 minutes after the start of the first concert.

   • Onsite purchase – no charge: purchase and immediate pick-up at the RMSO service desk during business hours.

   • Canada Post ($5 service fee applies): delivery within 10 business days. It is the purchaser’s responsibility to ensure that the delivery information is accurate and complete. Any and all changes must be communicated to Customer Service.

   • Other delivery methods may apply according to the products purchased. 

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.