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Ticketing Policies

General Ticket Policy

Ticket Fees & Pricing:

Single ticket orders are subject to a $2 per order fee plus:

  • $1 per ticket purchased online
  • $1.50 per ticket purchased in person
  • $2 per ticket purchased over the phone

Subscription orders are subject to a $5 administrative fee.

Tickets purchased through Centre In the Square for Signature, Pops, Youth Orchestra and Family concerts are subject to different fees as determined by CITS that may alter the final ticket price.

The KWS utilizes dynamic pricing strategies across many concerts throughout the season in response to demand. As a result, prices and seat zones are subject to change without notice and may vary from printed marketing materials and advertisements.

All ticket prices include HST and a $4 charge per seat by Centre In The Square.

Subscription Seating:

Fixed subscription packages have a static assigned seat for all performances. Exchanges, extra tickets, and subscriptions purchased later may be seated in a different location based on availability. Create Your Own (CYO) subscription packages do not have guaranteed assigned seating and seat locations may vary from performance to performance.

Exchanges & Refunds

All sales are non-refundable. If you can’t make it to a concert, please let us know a minimum of 24 hours prior to the concert and we would be happy to:

  • Exchange your tickets for another concert within the same concert season for free, subject to availability and performance pricing differences.
  • Put the ticket value on your account to apply to a future performance within the same concert season.
  • Donate the value of your ticket to KWS and receive a tax receipt for donations of $20 and over.

NOTE: All KWS tickets and subscriptions are non-refundable. All unused funds on your account from tickets within that season will automatically be donated at the end of that concert season. Funds are non-transferable and cannot be applied towards future season tickets, subscriptions, or gift certificates. All returned/exchanged tickets will not be accepted at the venue and must be destroyed. On Account funds resulting from COVID-19 cancellations are an exception to this rule and will rollover to the next season.

General Theatre Policy

Children and Infants:

Everyone entering the theatre must have a ticket, regardless of age for all KWS concerts. Infants and children being held or sitting on parents’ laps are required to have a ticket. Carriers and strollers are not permitted in the hall due to fire code.

The KWS does not have a minimum age requirement for performances; however, children should be able to sit quietly in their own seats throughout the full performance. Children unable to do so, along with the adult accompanying them, may be asked to leave the theatre; refunds will not be issued. Kinderconcerts and Family concerts typically include activities beforehand that may be more engaging for our younger visitors; these activities are included at no additional cost for ticket holders.

Scent Free:

All KWS venues have a No-Scent Policy, please refrain from wearing perfumes, scented creams, or other scented products during all concerts.

Camera & Recording Devices:

Unauthorized cameras, recording devices and personal stereos are not permitted. Please turn off all devices before entering the theatre.

Late Seating/Re-admittance:

Late seating or re-admittance will vary depending on the concert. You will be permitted to enter the theatre by a staff member during a suitable break in the performance. You may be seated in a different location to reduce disturbances to other audience members. No refunds or partial refunds can be given.

Concert Changes & Cancellations:

Program Changes:

Artists, repertoire, dates, pricing, and program order are subject to change without notice. The KWS cannot make any adjustments to ticket prices due to changes.

Concert Cancellation:

In the event that a concert is cancelled, KWS staff will endeavor to reach all patrons via phone and/or e-mail to inform them of the cancellation. A notice of cancellation will also be posted on the KWS website and at the venue. When possible, cancellation centres (local news and radio) will also be notified.

In the event of a postponement, communications will be made and purchased tickets will be transferred to the new date and exchanges or on account credits will be available.

Concert Cancellations Due to COVID-19:

All ticket holders of cancelled 2019/20 and 2020/21 concerts impacted by COVID-19 were contacted regarding the status of their tickets. Patrons that did not respond, have had the value of their tickets put on their account for future use. Please contact Patron Services if you would like to use your funds towards the purchase of tickets or if you would like to donate your funds for a charitable donation tax receipt or to request a refund.

Accessibility & Venues:

Centre In The Square:
Wheelchair accessible seating is available in the lower level boxes only. Accessible seating must be booked beforehand by calling KWS Patron Services as space is limited. Accessible box seating is reserved at a 1:1 ratio for a maximum of 2 seats. Additional seating for larger parties will be reserved elsewhere.

In cases of high demand, additional accessible seating areas may be designated by Centre In The Square. We regret that, due to health and safety concerns, wheelchairs are not allowed on the mezzanine or balcony levels and walkers or other assistive devices must be stored according to fire code compliance.

Please visit the Centre In The Square website for additional details specific to the venue.

It is the responsibility of the patron to inform the KWS of any mobility requirements, refunds will not be given in the event that a suitable seating exchange cannot be made.

Other Venues:
All Baroque & Beyond and Kinderconcerts are held at wheelchair accessible venues and do not require special reservations beforehand. More information about the concert venues can be found here.

Accessibility Partnership Programs:
Patrons with a valid CNIB, PAL or Canoo (formerly Access2Entertainment) card can receive a complimentary ticket for their companion at a 1:1 ratio. Please contact Patron Services for additional details and to book your ticket.

Accessible Customer Service:
The Kitchener-Waterloo Symphony is committed to treating all people in a way that allows them to maintain their dignity and independence.  We believe in integration and equal opportunity.  As such, we are signatories to the Inclusion, Diversity, Equity, and Accessibility (IDEA) Declaration for Canadian Orchestras.  We are committed to meeting the needs of persons with disabilities in a timely manner and will do so by preventing and removing barriers to accessibility and meeting accessibility requirements under the Accessibility for Ontarians with Disabilities Act (AODA).

The Kitchener-Waterloo Symphony will provide accessible formats and communication supports upon request where possible. For inquires or concerns please complete the main contact form, email, phone or visit Patron Services.

Venues:

Kitchener-Waterloo Symphony concerts take place at seven different venues across Waterloo Region:

  • Centre In The Square is the venue for all Signature, Pops, Family and Youth Orchestra concerts.
  • Baroque concerts take place in three different locations at First United Church, Central Presbyterian Church and Harcourt Memorial United Church.
  • Kinderconcerts take place in three different locations at Conrad Centre for Performing Arts, Waterloo Region Museum and Woolwich Memorial Centre.

Check your ticket carefully to ensure you arrive at the correct venue. Additional information about the concert venues can be found here.

Discounted Tickets

Discounted tickets are available for in person concerts for the following groups:

  • Children (0-13 years) receive a discounted rate to all KWS concerts.
  • Students with a valid high-school or post-secondary student card are eligible for discounted tickets and the TD M4U Student Pass. The M4U pass allows students to reserve a ticket to any eligible concert within that concert season. Additional details can be found here.
  • Patrons with a valid CNIB, PAL or Canoo (formerly Access2Entertainment) card can receive a complimentary ticket for their companion at a 1:1 ratio. Please contact Patron Services for additional details and to book your ticket.
  • Group discounts are available for groups of 10 or more if booked in advance. Additional details can be found here.

Ticket Re-Sale Websites:

Only tickets that have been purchased through the KW Symphony Patron Services Box Office or website at www.kwsymphony.ca and the Centre In The Square Box Office or website at www.centreinthesquare.com are valid. We do not work with third party ticket re-sellers. Tickets purchased through re-sellers and re-sale sites may not be valid, the KWS cannot provide any compensation including refunds or exchanges for tickets purchased through these sites. If you have any questions about tickets, please contact Patron Services at 519-745-4711 ext.  1.