Frequently Asked Questions

Box Office / Tickets

What does the per ticket fee cover?

The per ticket fee covers the cost to operate the Centre In The Square. This includes: the operation of the box office, the ticketing software and security, phones, staff for the performances, as well as the credit card fees on your purchase.

What is the Capital Restoration Fee (CRF)?

The CRF is a per ticket charge and is applied to maintain The Centre as a premiere entertainment facility. The CRF allows for annual repairs, improvements and enhancements of the facility, both inside and out, to ensure the building and its infrastructure is maintained at a high standard.

What is the Order Charge?

The order charge covers the cost to fulfill your ticket request: it applies per order and not to each individual ticket purchased. It is applied to all orders whether processed via phone, online or at the box office window.

What are the Delivery Charges?

The Centre offers various means of delivering our tickets to our customers and these vary depending on the venue, the location of the venue, and how much time is left before the event. The per-order delivery charge varies depending on the delivery method that you select.

  • Print At Home – FREE
  • Mobile Delivery – FREE
  • The Centre Box Office Pickup – FREE
  • Mail – $2.50
How can I purchase a ticket?

Tickets may be purchased in the following ways:

Do you sell tickets for other venues?

Yes! You can purchase tickets for the following venues when visiting or calling our Box Office, or through their websites.

What are your Box Office Hours?
  • Summer Hours – Monday to Friday 10AM – 5PM
  • Regular hours:
  • Monday to Friday: 10AM – 5PM (or until 30 minutes past curtain on show days)
  • Saturday: 10AM – 2PM (or until 30 minutes past curtain on show days)
  • Sunday and Holidays: Closed on non-show days
  • Sunday and Holidays Show Days: Box Office opens 2 hours before each show and remains open until 30 minutes past curtain time
What methods of payment do you accept for ticket purchases?

Online or phone orders are processed using credit cards (Visa, Mastercard,or American Express), as well as debit cards (Visa Debit and Mastercard Debit). In person at the Box Office, we accept major credit cards, debit, cash payments, or The Centre gift certificates. We do not accept cheques for regular ticket sales.

Are Taxes Applicable?

Unless otherwise stated, any applicable taxes are already included in the value of the ticket.

What does a “General Admission” (GA) ticket mean?

General Admission refers to seating or standing areas that are occupied on a first-come, first-served basis, and do not have assigned or reserved seating. All Studio Theatre shows and select performances in the Main Theatre will have General Admission seating.

I selected Will Call pick up when I ordered my tickets — what does this mean and what do I need to bring to pickup my tickets?

If you selected Will Call pick up, your tickets will be available at The Centre Box Office during operating hours (see “What are your Box Office hours?”). Please bring a piece of photo identification and the credit card on which you made the purchase.

I ordered my tickets two weeks ago and I still haven’t received them. Why does this happen and what do I do now?

Tickets are usually mailed within 7-10 days. If it has been more than 3 weeks since you ordered your tickets, call us and an agent will be happy to help you. At times, due to large volumes of tickets and/or holidays, delays do occur. If you have additional questions, feel free to contact us.

During an on-sale, I try phoning to purchase tickets but I do not get through and/or I try the internet but the server is busy. Why does this happen?

During an on-sale there can be hundreds of people trying to purchase tickets at the same time. We do our best to accommodate everyone.

The show just went on sale — how can it be sold out?

A show may be sold out shortly after an on sale due to a pre-sale. Many organizers, promoters and artists have fan clubs that give their fan club members access to tickets before the public on sale.

There are often a small amount of seats released in the weeks leading up to the show or on the day of the show. To inquire about seat releases to sold out shows, you can contact or call the Box Office.

If you would like access to advance tickets to shows presented by the Centre, becoming a CentreStage member (tiers 48 and higher) will allow you to participate in pre sales, as well as many other perks!

Do you offer group pricing?

For select productions, group rates may be available for groups of 8 or more. Please contact The Centre’s Box Office to inquire for specific performances.

Can I exchange my tickets or get a refund if I can’t make it?

Your tickets are non-exchangeable and non-refundable. All sales are final. Before purchasing tickets, carefully review your event and seat selection. Policies set forth by our clients, including venues and artists, generally prohibit The Centre from issuing exchanges or refunds after a ticket has been purchased. In addition, we may occasionally offer tickets at a discount after the original on sale date and will not refund the difference between the original price and the sale price.

If we issue you a refund for a ticket, due to a cancelled or postponed event, we will issue a refund of the ticket’s face value paid, all service fees and any convenience charge. In no event will delivery charges or any other amounts be refunded. If a credit card was used to make the refunded purchase, then only that actual credit card will receive the credit for the refund.

Can I be refunded if a show is cancelled?

In this case, we will follow the instructions of the promoter or artist.

What do I do if I have lost my tickets?

If your tickets are lost we will gladly arrange for a replacement. Simply bring photo identification and the credit card you used to purchase the tickets to the Box Office at least one half hour prior to your performance. If you have misplaced your mobile tickets or would like to re-send/transfer your tickets you can do so via your KWtickets accountLearn more about mobile ticketing (pdf).

How do I receive a promotion code for a discount on ticket prices?

Sign up for our monthly enewsletter Front & Centre to receive information on upcoming events, exclusive pre-sale opportunities, promo codes, partner offers, and contests. You can also follow us on Facebook and Twitter to get the latest on promotions and offers.

If you are interested in getting access to advance tickets to performances before a public on sale, join our CentreStage membership program.

There are tickets for sale on various 3rd party resale websites. Are these valid?

Tickets resold or purchased through unauthorized service providers are subject to cancellation and purchasers may be denied access to the event.

The only safe place to purchase tickets online is through or Other websites are operated by third party, unauthorized ticket resellers. When purchasing through these resale brokers, you always pay substantially more than the face value of the tickets, and we cannot guarantee the validity of these tickets. Therefore, admittance to a performance is not guaranteed. These tickets cannot be replaced if lost or stolen, and we have no way to contact you should a performance be cancelled.

  • If you see tickets in USD this is a third-party reseller.
  • You may well find event tickets on sale at ticket brokers. Though brokers are never the primary sales point, they access tickets by purchasing them in the same way as the consumer. Please keep in mind, when you buy from a broker/re-seller:
    • We cannot be responsible for tickets purchased through unauthorized third parties.
    • We cannot replace your tickets if they are lost or stolen.
    • We cannot issue a refund to you in case of an event cancellation.
    • We cannot guarantee that your tickets are valid and therefore, cannot guarantee admittance.
    • You may be paying much more than the tickets face value.
    • We cannot contact you with information regarding time changes, show cancellations or other information.
Are you on Ticketmaster?

No, we are currently not a Ticketmaster partner.

I was on your website trying to purchase seats and it wouldn’t accept my seat selection. What do I do?

To ensure that everyone has the opportunity to sit with their group members, our online seat map does not allow for seat selections that would leave a single seat gap. To prevent that error, please select seats that do not leave a single seat empty.

If you are still having trouble selecting your seats, you can always visit or call the Box Office at (519) 578-1570.

I just bought tickets. I just looked again and there were other seats available. Why does this happen and can I exchange my current tickets?

During an on-sale, there may be many people in our system either purchasing or looking at tickets at the same time. When people are looking for tickets, the system reserves those seats for an allocated amount of time. If they decide they do not want those tickets or if they time-out, then those tickets will be released back into the system for others to purchase. Once your tickets are confirmed and the payment has been processed, there are no exchanges or refunds on tickets. Please ensure that the tickets that you are ordering are to your satisfaction.

The only time you will be allowed to exchange your tickets is within the same price level, or when you upgrade them to a higher price level.

What does it mean by a “ticket limit”?

Having a ticket limit ensures fairness to all those buying tickets. The ticket limit applies per account, billing address, and/or credit card.

I timed out when I was ordering tickets online. How can I get those tickets back?

When tickets are assigned, the system holds them for you for 12 minutes. When you time out, those tickets are released back into the system, for other internet users to purchase.

Therefore, you may not be able to get the exact tickets back because other users may now be looking at those tickets. You can start a new search where you can look at new seats. The time limit is in place to ensure fairness to all consumers.

To speed up your ticket purchase we recommend pre-registering an account and keeping your account password handy.

Is it better to set-up an account prior to the on-sale date?

Doing this may expedite the ordering process and it is recommended, however it is not required.

Note: If you do not set-up an account prior, there is a 8-minute time frame in which you must select your seats, set up your account and finalize payment.

What does it mean to “Link Your Account?”

If you have both an existing Box Office account, which would have been created by ordering tickets over the phone or in person, and an online account, you can link these accounts to join them together as one account.

How do you “Link Your Account?”

By clicking on the “Link Your Ticket” button, you will be prompted to enter your online account number and your PIN. You can obtain your PIN by calling the Box Office on (519) 578-1570.

What do I do if I ordered e-tickets but cannot find the email containing the tickets?

If the Print at Home option has been chosen and you do not have your tickets, you can log in to your account and resend your tickets via text or email.

You can also visit our Box Office to print your tickets. Please arrive at least 30 minutes prior to showtime and present a piece of photo identification, as well as the credit card on which you used to make your purchase.

Mobile Tickets

How do I share mobile tickets with other people in my group?

We have installed tap-and-go / self-serve ticket scanners at entry points for quick and seamless entry into the venue. When choosing mobile ticketing for contract tracing / quick entry into future events text/email transfer each person in your party a ticket in advance or ensure each person has their own printed ticket. Learn more about mobile ticketing and transfersAdditional information about Centre In The Square’s box office.


Is the theatre wheelchair accessible?

Yes, The Centre has accessible seating available. To book a wheelchair accessible space, or if you have questions or concerns regarding services for patrons with special seating needs, please call our Box Office at (519) 578-1570 or 1 (800) 265-8977.

Do you offer assisted listening devices?

Yes, The Centre utilizes an infrared system to enhance performance audio. Assisted listening devices are provided as a courtesy and are free of charge; however, we do ask for the user to leave a credit card as security for return of the system. Please note that there are a limited number of devices and therefore they are subject to availability. Please approach the Guest Services desk upon your arrival and ask for an assisted listening device.

Is there an elevator at The Centre?

Yes, there is an elevator accessible in the lobby that spans all the levels of the theatre, except the right Balcony level.

Children at the Centre

Can I bring a child to a show at The Centre?

Each show has the right to set age restrictions for admissions based on content, appropriateness and any other factor, therefore individual shows may set age limits that would supersede the current policy./

Parents will be encouraged to use discretion when bringing a child to any performance.

If you are unsure as to whether a particular show is appropriate for children, you can always check out our website, or call the Box Office on (519) 578-1570.

Does a child or infant require a ticket?

Each patron, regardless of age, must have a valid ticket to enter the theatre. Both the fire code and theatre insurance policies require everyone in the theatre audience to have a ticket.

For a child that has not yet celebrated their first birthday, such child is permitted into the performance by first obtaining a “babes-in-arms” ticket, free of charge, from the Box Office with the purchase of an accompanying regular price ticket. This “babes-in-arms” ticket entitles the child entry to the theatre provided that the accompanying adult holds the child in their arms. If the adult wants the child to have its own seat, even if the child is less than one year old, the adult must purchase a full price ticket for the child.

There are a limited number of babes-in-arms tickets available for each performance on a first-come first-served basis, and they are to be picked up at Box Office when you arrive for the show.

If a parent does bring a young child of any age into the theatre and that child creates a disturbance, The Centre reserves the right to ask that parent and his or her child to leave the theatre.

Each show has the right to set age restrictions for admissions based on content, appropriateness and any other factor, therefore individual shows may set age limits that would supersede the foregoing policy.

We are seeing a family show at The Centre. Are there booster seats available for my children?

There are a limited number of booster seats available. Please note that these are in high-demand during family shows and therefore the seats are subject to availability on a first-come, first-serve basis. If you have one on hand, please feel free to bring your own portable booster seat.

Is there a stroller check at The Centre?

Yes, strollers can be checked at our coat check. Due to fire and safety regulations we cannot have strollers left in the aisles during a performance. We are not responsible for any lost or damaged items that are checked during a performance.

At the Centre

Where do I park?

There is a city lot across from The Centre on Otto Street. The cost to park in this lot is $12 (cash only). 

For evening performances, there are also limited spaces to park on the streets surrounding the Centre.

Smoking policy

The Centre is a smoke-free building, including all indoor and outdoor spaces. Electronic cigarettes are also not allowed to be used within The Centre and its properties. If you would like to smoke, you must leave the Centre In The Square property and walk across the street to smoke.

Anyone found smoking inside the venue will be ejected from the building and may be subject to the maximum fines as per Ontario’s Smoke-Free Act.

Can I go into the theatre before I buy my tickets to see what seats I want?

The Centre is not open to the public outside of show times but our Box Office staff can advise you on seating questions or concerns. View our seat map online.

What time should I show up for the performance?

We recommend that you arrive at least 30 minutes prior to the performance to have ample time to locate your seat, use our facilities and to purchase concessions.

When will I be able to enter the lobby space?

For most performances, the lobby opens 1 hour prior to performance time.

Can I bring food and drinks into The Centre?

No outside food and drinks are allowed in to the venue.

Can I purchase snacks and drinks at The Centre?

Yes! We have bars located in the lobby that sell concessions at all shows, as well as juice, pop and alcoholic beverages. You can bring your concessions with you into the theatre, as well any beverages that have a lid. 

Located below the main theatre, our CentreStage Lounge has a full premium bar that features an exquisite selection of fine wines, spirits and cocktails, and quality champagne, all of which can be taken to your seats as the show begins. For more information on how to access the lounge, please check the CentreStage section of our FAQ.

For certain shows, we sometimes partner with local food trucks and restaurants to offer a set menu before the show. To find out if there will be pre-show activities, please visit the show’s event page, or follow us on Facebook or Twitter.

Is the The Centre licensed?

Yes, The Centre does hold a liquor license:

  • Alcohol will be served at most events to those 19 years and older, and proof of age may be required. You may also take your beverages inside the theatre to your seat.
  • No alcohol will be allowed to be brought in or out of the venue.
  • Any person appearing to be intoxicated before entering the venue may be denied entry at the discretion of security and/or event staff. Any guest found intoxicated within the venue or causing disturbance, as determined by security, management, or event staff, will be asked to leave the venue without a refund.
What is your latecomer policy?

We suggest that you arrive at least 30 minutes before the show. Latecomers will be seated during a suitable break in the performance to avoid disturbing the performers and other audience members. Likewise if you need to leave during the performance you will be re-admitted during a suitable break.

The artist or conductor will usually set an appropriate time or times when late-comers may be seated. In the event that patrons miss the late call, or there simply isn’t one, they may enjoy the concert on the monitors located in the Lobby.

Can I bring my camera? The pictures would only be for personal use.

The Centre’s Camera Policy will vary depending on the presenter/artists requests. Many guests are extremely excited about seeing their favourite artist perform and want to ensure that this special moment is preserved by taking pictures. To ensure you fully enjoy your experience at The Centre, there are a few general guidelines that apply to all shows:

  • Recording audio or video are not permitted in the theatre at any time.
  • No taking pictures unless otherwise posted.
  • No professional cameras, including (but not limited to) still cameras with detachable lenses
  • Out of respect to the artist and other people at the show, flash photography is not permitted in the theatre at any time.

Any person using an unauthorized recording device may be asked to leave. No refunds will be issued.

If you would like information about a specific event, please contact the Box Office. For Media inquiries, please contact us at

What is the dress code for attending a performance at The Centre?

There is not a formal dress code for most of our ticketed events. For the most part, “Business Casual” attire would be appropriate. Please note that the theatre is air-conditioned in the summer months so you may want to bring a light sweater or jacket for comfort.

We encourage our patrons to refrain from wearing perfume, cologne and other scented products when visiting our theatres; however, we cannot guarantee a scent-free environment. Should you have an allergy to scented products and require a change in your seating location, please see the House Manager and if possible, we will relocate you to comparable seating.

What if I lose something at The Centre?

If you are still in the building, please approach one of our staff members for further instruction. If you have left the building, please contact our Stage Door at (519) 578-5660 ext. 5243. Items found during a performance are kept there the next day and then stored for 90 days.


The Centre has an ATM for patrons to use.

CentreStage Membership

How do I become a CentreStage member?

You can apply for our membership program by visiting the Box Office, or by calling Rachel D’Aguilar, Manager of Lounge and Member Relations, at (519) 578-5660 x5295.

How long is my membership valid for?

All memberships are for a 12-month period from the date of purchase and may be renewed at any time during the year.

I’m a CentreStage member and did not received any pre sale notices. How do I access the presale?

If you are not receiving presale notifications, please make sure that the email address registered in your account is correct and that is marked in the safe sender lists. For Platinum members, please add to your safe sender list.

If you became a CentreStage member during a pre sale period, you may not receive an email from us due to system update delays. If you believe you are eligible for a show pre sale, please visit or call the Box Office and they will assist you. For Platinum members, you may also contact your concierge for further assistance.

What is a CentreStage Lounge pass and when can I use it?

A Lounge pass allows you to visit our CentreStage Lounge during a performance night. The pass is only valid for the night purchased and does not include alcoholic beverages or food.

I’m not a CentreStage member, but I’d like to visit the CentreStage Lounge on a show night. How do I do that?

If you are not a CentreStage member and would like access to the Lounge on performance nights, one-time passes ($15) are available for purchase by visiting or calling the Box Office. These passes are subject to availability and lounge capacity.


Does The Centre accept ticket donation requests?

We have a limited capacity to support local fundraisers with ticket donations. You can send your request to and we can determine if we have the capacity to provide a donation.

The Centre does donate show tickets to local charities, nonprofits and social service organizations each year through our Community Ticket Program. Learn more about the Community Ticket Program.

Do you sell gift certificates?

Yes, you may purchase gift certificates when visiting or calling the Box Office, or online.

Are you hiring?

For a list of employment opportunities at The Centre, please visit our careers page.

I am looking for a venue in which to hold an upcoming event. Can I rent a space at The Centre?

Yes! Our facility has numerous spaces to accommodate performances and events of all types and sizes. Visit out rentals page for additional information.

If you would like to rent the CentreStage Lounge, please contact Rachel D’Aguilar at 519 578 5660 ext. 5295.