Ticket Policy

Effective Date: Jan 19, 2026

Purpose

This policy outlines the terms and conditions governing the sale, exchange, refund, and use of tickets for performances and events presented by the DAN School of Drama and Music (the “School”). It is aligned with broader university policies related to events, risk management, accessibility, and financial accountability. The policy aims to ensure clarity, fairness, and accessibility for patrons while supporting the School’s academic mandate and student learning environment.

Scope

This policy applies to all ticketed and registered performances, presentations, and public-facing events produced, presented, or hosted by the DAN School of Drama and Music. This includes mainstage productions, studio productions, festivals, readings, concerts, and work-in-progress showings that are open to the public or invited audiences. The policy applies regardless of ticket platform or sales method and operates in conjunction with applicable university-wide policies.

Ticket Sales

• Tickets may be sold online, in person at the box office at the door, and during posted times at our pop up box office.

• All tickets are either sold through the Isabel Bader Centre (Kingston) or Showpass.
• We do not use any resellers.
• Ticket availability, pricing, seating (reserved or general admission), and performance dates/times are subject to change without notice.
• The School reserves the right to limit the number of tickets purchased per patron.
• All ticket prices are listed in Canadian dollars and may include applicable taxes and service fees unless otherwise stated.

Concessions and Discounts

• Concession pricing (e.g., student, senior, alumni, or community discounts) may be offered at the discretion of the School.
• Valid proof of eligibility must be presented at the box office or upon entry when required.
• Concessions are subject to availability and may not be combined unless explicitly stated.

Refunds and Exchanges

• All ticket sales are final. Refunds are not offered except under the circumstances outlined below, in keeping with standard university event and financial policies.
• Exchanges may be permitted for a different performance of the same production, subject to availability and at the discretion of the box office.
• Refunds or exchanges may be offered if:
  • A performance is cancelled without a replacement date.
  • A performance is significantly rescheduled and the patron is unable to attend the new date.
• In the event of a cancellation, refunds will be issued to the original method of payment where possible.
• Service or processing fees are non-refundable.
• Academic requirements, casting changes, or alterations to creative or pedagogical elements do not constitute grounds for a refund.

Late Seating and Admission

• Latecomers may be admitted at a suitable break in the performance, at the discretion of front-of-house staff.
• Late seating may result in patrons being seated in alternative locations or not admitted at all, depending on the production’s requirements.
• No refunds or exchanges will be issued due to late arrival.

Accessibility

• The DAN School of Drama and Music is committed to providing an accessible and inclusive experience.
• Accessible seating and accommodations are subject to availability and should be requested in advance when possible.
• Patrons requiring accessibility accommodations are encouraged to contact the box office prior to purchasing tickets.

Performance Changes, Academic Context, and Interruptions

• All performances produced by the DAN School of Drama and Music take place within a post-secondary training environment.
• Productions may involve students at varying stages of their academic development and may include experimentation, research, and learning-based outcomes.
• Casting, creative teams, design elements, and performance formats are subject to change and may be adjusted to meet academic or pedagogical needs.
• Some events may be identified as work-in-progress showings, studio presentations, or academic demonstrations rather than fully realized professional productions. These distinctions will be communicated where possible.
• Performances may be interrupted, paused, or stopped due to safety, technical, or health-related concerns, or to support student learning and assessment.
• Such changes or interruptions do not automatically constitute grounds for a refund.

Audience Conduct

• The School reserves the right to refuse admission or remove any patron whose conduct is disruptive, unsafe, or inappropriate.
• Photography, audio recording, or video recording is prohibited unless explicitly permitted.
• Patrons removed for conduct-related reasons are not eligible for a refund.

Unclaimed, Required, and Complimentary Tickets

• Unclaimed tickets may be released for resale at the discretion of the box office once a performance begins.
• Complimentary tickets have no cash value and are subject to the same admission and conduct policies as purchased tickets.