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Below are some of our frequently asked questions.

If you have any additional questions, please contact KWS Patron Services by calling 519-745-4711 or 888-745-4717 or email us at

What are the hours of the KWS Patron Services Office?

During the season, our hours are Monday-Friday from 10 am-4 pm and Saturdays from noon-4 pm. During the summer, after our season has ended until the end of August, our hours are from 10 am-2 pm Monday-Thursday, 9 am-1 pm Fridays, closed Saturdays and Sundays. Patron Services is also closed for all statutory holidays and the time between Boxing Day and New Year’s Day. For more information and our address, please see our contact page.

Where do I pick up my tickets?

Prior to any concert, you can pick the tickets up at the KWS Box Office at the Conrad Centre for the Performing Arts. You can also pick up your tickets starting one hour prior to the concert at our pick up desk in front the Centre in the Square’s Box Office. If you are picking up tickets that require ID presented, they will be available for pick up one hour before the concert. If you did not change your pick up delivery method, the default method for delivery is Print at Home. You can display Print at Home tickets on your phone for scanning into the concert.

I need to exchange my tickets. How do I do this?

To exchange your tickets, call the Box Office or visit us at the KWS Box Office during regular Box Office hours, at least 24 hours before the performance. We can exchange your tickets for a different performance.

I have misplaced my tickets! What can I do?

We can reprint your tickets. If you make this discovery early, please call us. We can reprint your tickets and have them available for pickup at the KWS Patron Services Office prior to the concert or at the Centre in the Square Box Office on the day of your performance, starting an hour prior to the concert. Alternatively, you can see us at the Patron Services desk in the Centre in the Square’s lobby and ask us for a reprint.

Can I take pictures or video during the performance?

Out of respect for the musicians and your fellow patrons, taking photos or videos during the performance is not permitted. However, you are welcome to take pictures or video in the concert hall pre-performance, at intermission, or during applause.

I have arrived late to the performance! When will I be seated?

You will be permitted to enter the theatre during a suitable break during the performance.

Where can I park for a concert at Centre in the Square?

Parking spaces are available in the surface lot, beside Centre in the Square, for $12 (cash only), the entrance is off Otto St and the Civic District Underground Garage for a ‘Theatre Rate’ of $8 (cash only).

The surface lot, accessible from Otto St, is $12. The Civic District Garage (Library Underground lot) is $8. All lots are cash only. KWS vouchers are not valid at this lot.

Civic District Parking Garage (Underground Lot) – The second phase of the underground garage is now open, which makes it is now closer to the Centre In The Square. There are two entrances, one is off Queen St, on the south side of the Kitchener Public Library, and the other entrance is off Otto St, beside the surface lot. The theatre rate for this garage is $8 cash and they continue to accept KWS vouchers.  After you have found a parking spot, please use the Otto St door to exit as close to the Centre in The Square as possible. There are stairs and an elevator at this exit that bring you up to the surface lot.

Accessible Parking – Accessible parking is available in the surface lot with a valid accessible parking permit for a fee of $12, cash only. KWS vouchers can also be used for accessible parking.

The lot under the Region of Waterloo building is not open for Centre In The Square events.

The City of Kitchener has additional lots in downtown Kitchener. Click here for their locations and prices.

I have a parking voucher. Where do I park?

Vouchers purchased from KWS Patron Services can be used to park at the Civic District Garage, which two entrances, one beside the Library and the other beside the surface lot, off Otto St. If you have an accessible parking permit and a voucher, you may park in the Centre In The Square surface lot. Vouchers are not valid at the surface lot unless patrons have an accessible parking permit.

Does my infant or my toddler sitting on my lap need a ticket to the performance?

Everyone entering the concert must have a ticket, regardless of age.

Do you have a minimum age requirement? Will KWS concerts be appropriate for my young child?

The KWS does not have a minimum age limit for performances; however, children should be able to sit quietly in their own seats throughout a performance. Children unable to do so, along with the adult accompanying them, may be asked to leave the auditorium. Information about the suitability of a performance for a particular age can be obtained from Patron Services.

Who is considered a child? A student? What ticket discounts do they each receive for the regular season?

A child is someone aged 13 and under. Children’s tickets are $13 for any regular series concert. A student is anyone aged 18 or under or has a valid student ID including post-secondary students. Student tickets to any regular series concert and has a valid student ID are $16.

What is the SCORE! program?

This unique program is for our patrons aged 35 and under. This program provides discounted tickets for select regular season concerts. You can read more and sign up for the free program here.

I have a CNIB or PAL card and I would like my companion to accompany me. What can I do?

Please contact us at Patron Services’ Box Office at the Conrad Centre or visit us at the Patron Services booth at the Centre in the Square’s lobby. We can give your companion a complimentary ticket for the performance.

I have a wheelchair. Where can I sit?

Wheelchair accessible seating is available in the lower level boxes at the Centre In The Square. Please inform the box office representative at the time of purchase if you need access to wheelchair seating. As well, our Baroque & Beyond Concert venues are wheelchair accessible.

Where can I rent a listening system?

You can rent them from the Guest Services Office at Centre In The Square. They should be picked up at least 15 minutes before the performance. The rental fee is $2. A refundable deposit of $10 is required.

What is the KWS' Scent Policy?

The KWS has a No-Scent Policy. Please refrain from wearing any perfumes and heavily scented creams and deodorants.

Is there a dress code?

There is NO dress code.  Wear a dress, a suit or jeans and a t-shirt – whatever you are most comfortable in is fine with us.  Most people dress in business casual, but we’ve seen a wide range from ball gowns to costumes!

Is there anything happening before the concert?

One hour before each Signature Series concerts, we host preludes, preconcert talks or demonstrations. These are free to ticketholders for that performance.

The Family series and Kinderconcert series both have pre-concert activities prior to each performance. Activities include musical demonstration and art activities.

The beautiful Kitchener-Waterloo Art Gallery is located in the Centre In The Square. You can browse the gallery for FREE (they are open before most KWS concerts and offer free admission).