Frequently Asked Questions
How do I purchase tickets?
Online 24/7
You can Buy Tickets Online any time! You may pay by VISA or MasterCard. Tickets can be emailed to you for printing*, mailed to you directly, or held for pick up at the Ticket Centre**.
In Person
The Ticket Centre is located in Centre In The Square at:
101 Queen Street North
Kitchener, Ontario, N2H 6P7
There is free 15 minute parking available for those purchasing tickets on the ring-road on the Ellen St. side of the building.
By Phone
Call 519.578.1570 or toll free 1.800.265.8977. You may pay VISA, MasterCard, or American Express. Tickets can be mailed to you directly or held for pick up at the Ticket Centre**.
Please click here for the Ticket Centre's hours of operation.
* Please see the Print-At-Home Ticketing Guide (PDF) for complete details of our Print-At-Home program.
** You will need the credit card used to make the purchase and photo ID when picking up tickets.
How do I get to Centre In The Square?
Please click here for our location and maps. We also have provided driving directions from various nearby cities for your convenience.
Is parking available at Centre In The Square?
Centre In The Square does not have its own parking lot. There is a city lot across from The Centre on Otto St. The cost to park in this lot is $7.
Valet Parking
We now offer valet parking service for most shows at a cost of $20. Please come to the entrance on the ring road off of Ellen Street to drop off your car.
Is CITS Wheelchair accessible?
Yes we do have wheelchair seating for patrons who either use a chair or a walking device. Please inform the Ticket Centre when you purchase your tickets and accessible seating will be made available to you. Wheelchairs and walking devices are not permitted above the Orchestra level, due to the difficulties associated with evacuating in case of an emergency. Patrons using wheelchairs or walking devices should be dropped off at the entrance off of the ring-road on the Ellen St. side of the theatre.
How should I dress to attend a performance at CITS?
There is no formal dress code enforced in our theatre. At any given performance you are just as likely to see jeans as you are a shirt and tie. Your best bet is to dress in a manner which ensures your comfort and is acceptable for the event itself.
Babes in Arms/Children
Everyone, regardless of age, must have a ticket. This is the case even if the child sits in your lap and not in his assigned seat.
We welcome children, but very young children can be disruptive to a performance. Most live, professional theatre - unless specifically advertised as being for children or for the entire family - is intended as adult entertainment and as such may not be enjoyed by or be suitable for children. 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 by an usher to leave the auditorium. Please use discretion in choosing to bring a child.
Do you have an ATM on site?
There is an ATM at The Centre just to your left as you enter through the main doors.
What if I arrive late for my 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.
Can I take pictures or video at the show?
Taking photographs or the use of any recording device during a show is strictly prohibited.
Artist Substitutions
The program content is subject to change without notice. The appearance of specific artists or attractions is not guaranteed. From time to time it may be necessary to substitute an artist or reschedule a show or concert.
Can I exchange my tickets?
Tickets may be exchanged for another performance of the same show. Exchanges must be done in person at the Ticket Centre prior to the date of the first show involved. A fee of $3.00 per ticket is charged unless you are upgrading seats or purchasing additional tickets.
Ticket Refunds
Refunds are only given in the event of a show's complete cancellation, or at the discretion of management. In the event you are unable to use your tickets please contact the Ticket Centre; if the show is sold out every effort will be made to sell the tickets on your behalf and your money will be refunded.
I can't get to the show due to the weather.
Patrons unable to attend a show due to weather conditions should contact the Ticket Centre regarding the possibility of ticket substitutions.
What do I do if I have misplaced my tickets?
Contact the Ticket Centre and duplicates can be issued for pick up the day of the show provided the Ticket Centre has a record of the original order in the system.
What if I forget something at The Centre?
Our lost and found is located at the Stage Door Reception area. To check for articles left at The Centre please call 519.578.5660, ext. 0, and reception will be glad to help you.
What happens if a show is cancelled?
In the unlikely event a show or concert is cancelled, refunds will be given to all ticket buyers. Ticket buyers are required to return their tickets, either in person, or by mail, to point of purchase in order to receive the refund. Any service charges will also be refunded.
What is CRF?
The Capital Reserve Fund (CRF) applied to all events happening at Centre In The Square. A $2.25 (including HST) surcharge is applied to each ticket when the top ticket price exceeds $10.00. A flat rate based on attendance is charged on non-ticketed events, free events, and on tickets less than $10.00.
Are discounts available on the tickets I purchase?
Discounts are not necessarily offered to all categories for all shows; however when a discount is offered the following applies:
- No double discounts
- Seniors discount applies to anyone over 60 years of age
- Student discounts apply to any full time student with a valid student card
- Children's ticket prices refer to anyone 12 years of age or younger.
Some shows are available as part of a series. The series price is always the lowest available price for a show. Buy the series and save!
We support the eyeGO program. High School Students can purchase tickets to most shows for only $5. One High School ID must be presented for each eyeGO ticket at the time of purchase. Students must also have their High School IDs while attending the performance.
From time to time other discounts may be offered. Ask the Ticket Centre staff for details
CNIB
A person with a Canadian National Institute for the Blind card is allowed one complimentary ticket for his/her escort when they purchase tickets.
Does CITS sell Gift Certificates?
Gift Certificates are available in any denomination and make a perfect gift for any occasion. Gift Certificates are like cash and cannot be replaced if lost or stolen. CITS gift certificates have no expiry date.
Can you smoke at Centre In The Square?
The Centre is a smoke-free facility.
What service charges (SC) apply to my ticket purchase?
There is a $1.00 processing fee added to the price of each ticket for performances held at the Centre In the Square. Additionally, services charges are applied based on the method of purchase:
- Orders placed online - $3-$9 service charge per ticket plus a $3.75 order charge
- Orders placed by phone - $4.25 per ticket to a maximum of $17
- Orders placed by mail - $5 per order
- Orders placed in person - no additional charge
Some types of orders incur a fixed service charge in place of the charges listed above:
- Series Orders - $8 per order service charge
- Ticket Exchange Fee - $3 per ticket
Other information
Please use discretion when wearing perfume, cologne, after-shave or scent of any kind. Many people are allergic or sensitive.
Please be sure you turn off your cell-phones, pagers, or other electronic devices prior to the start of the performance. If you must have an electronic device with you during a show please turn it to vibrate so you do not disturb other patrons.
How do I contact Centre In The Square Administrative Offices?
Our mailing address is:
Centre In The Square
101 Queen ST N,
Kitchener, ON N2H 6P7
Phone: 519.578.5660
Fax: 519.578.9230
If you are coming to CITS for a meeting please enter by the Stage Door Entrance, which is located off Ellen St. The receptionist can direct you from there.
What is Centre In The Square's Policy on Providing Goods and Services to People with Disabilities?
Centre In The Square is committed to providing its goods and services to all customers in a way that preserves the dignity and independence of persons with disabilities.
There are 9 key aspects that Centre In The Square focuses on in order to ensure that our customer service for persons with disabilities is of the highest standard, so that persons with disabilities have the same opportunities to access and benefit from The Centre's goods and services in the same place and in a similar way as other Customers. They are:
Communication
We will communicate with our customers in whatever way is most useful to them. To this end we will attempt to have accessible formats of all pertinent documents and information available upon request. These formats include but are not limited to: Large Print, High Contrast and/or Electronic Formats. We will also have ongoing communications with any person in whichever method they so desire whether that be in person, over the telephone, through email or through writing.
Assistive Devices
We will allow any and all persons who require or desire the use of an assistive device such as a wheelchair, cane, walker, hearing assistance device or anything else of the sort to use them at all locations on our premises. During performances, wheelchairs and walking devices are not permitted above the Orchestra level, due to the difficulties associated with evacuating in case of an emergency. It is our policy to request that patrons leave bulky assistive devices such as walkers in the lobby if we feel that their presence at the patron's seat would cause a mobility or safety issue for other patrons. Should this be undesirable to the patron we will make every effort to accommodate the assistive device to everyone's satisfaction and safety. Further, we will have on hand a wheelchair, a Phonic Ear Starsound Infrared Hearing Assistance System, booster seats and opera glasses available for use by any patrons who request them. We will also strive to accommodate any other assistive devices that a patron may use.
Use of Service Animals
It is our policy at Centre In The Square to allow anyone who uses a service animal to have that animal accompany them at all times. If notice is given when purchasing tickets we will strive to accommodate seating that is convenient both for the patron and their service animal.
Support Persons
It is the policy of Centre In The Square that any person who is functioning as a support person to a patron with a disability will pay only the minimum regular-ticket price for that performance, regardless of the location of the seat they are purchasing.
Notice of Temporary Service Disruption
We will provide notice to customers of any planned or unplanned service disruption in any of our services or devices which are usually used by persons with disabilities. This notice will appear in the form of an announcement on our website, a message on our after hours voicemail and printed signs which will appear at each public entrance, the Box Office and at each of our bars. The notice will include the reason for the disruption, the expected duration of the disruption and a description of any alternative services that may be available. This will be done by Director of Operations.
Staff Training
Centre In The Square HR department will provide training to all employees, volunteers and others who deal with the public or other third parties on their behalf, and all those who are involved in the development and approvals of customer service policies, practices and procedures. Centre In The Square will also keep a record of all training provided, along with who received the training and when.
This training will be provided within 3 months of staff being hired and will require refresher training every 3 years.
Accessible Customer Service Training will include:
- An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and the requirements laid out in that Act
- Appropriate ways to interact and communicate with people with various disabilities
- How to interact with people who use various assistive devices
- How to interact with people who make use of various support persons
- Centre in the Square's policies, practices and procedures relating to the Accessible Customer Service Standard
Feedback Process
In order to ensure the continued success and efficacy of our Customer Service, Centre In The Square has set up a process for receiving and responding to feedback given to us by customers with disabilities.
The System includes:
- A hardcopy feedback form (in accessible formats) which can be filled out and returned to any Centre In The Square staff member.
- The option of having an in-person talk to discuss our Customer Service Standards.
- A guarantee that any feedback will receive a response, if desired, within ten business days.
Modifications to this Policy
No modifications will be made to this policy without first considering the impact any changes will have on persons with disabilities. Any modification that is made will maintain the dignity and independence of our patrons with disabilities and any policy found to go against such will be modified or removed. Should any modifications be made to this policy a notice stating so will be posted on our website and at our box office for a duration of 14 days.
Questions About this Policy
This policy is in place to achieve excellence in Accessible Customer Service. If anyone has a question about the policy or if any part of the policy is not understood, questions should be referred to Bill Nuhn at bnuhn@centreinthesquare.com or (519)578-5660 extension 5213.
