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TERMS AND CONDITIONS

Terms and conditions relate only to productions at the Kinsmen Amphitheatre for the St. Lawrence Shakespeare Festival

 

Last Updated: 14th May 2021

 

1.These TERMS

 

1.1 These are the terms and conditions on which we supply services to you. For details on how we collect and use information you provide to us, see our Privacy Policy.

1.2 Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think there is a mistake in these terms, please contact us to discuss.

1.3 Please note that our auditorium is completely uncovered and shows in our theatre repertoire may be cancelled or abandoned because of the weather (Tickets are non-refundable in the event of cancellation because of the weather but may be exchanged in accordance with our policy set out in section 5. below.

1B. ATTENDING THE THEATRE SAFELY DURING CORONAVIRUS (COVID-19)

 

Coronavirus (COVID-19) is an infectious disease that can result in serious and potentially fatal illness. The risk of transmission is increased where people gather together. Some people are at a higher risk than others. Although we are implementing heightened safety measures, the risk cannot be entirely eliminated and, by attending the venue, you assume all risk associated with COVID-19 (unless caused by our negligence).

Tickets are only available in fixed groups, where tickets are seated together and each group is socially distanced in line with Provincial government guidance from other groups in the auditorium. All tickets within a particular group must be purchased in a single transaction, once tickets are sold the system will automatically block off the surrounding seats to maintain the required social distancing.

Each group must only consist of one household or support bubble. 

We will collect contact data about each audience member in line with our Privacy Policy. It is mandatory that we have at least one valid email address for each group. We may need to share your contact details with our local health unit, if they require.

At the venue you must:

  • abide by all relevant government guidance
     

  • abide by: all instructions given by our staff; our signage; and our full terms and conditions;
     

  • If asked, permit your temperature to be screened upon arrival. If we assess (at our sole discretion) that your temperature is 37.8C or higher, you and those who were to be part of your fixed group of tickets will not be allowed to enter the venue and the face value of your tickets will be refunded (as set out at 5.8.1) within 7 days;
     

  • Wear a face covering at all times except when sitting in your seats (face covering policy may change at any time, including but not limited to wearing a recommended face covering at all times including during the performance, without advance notice if mandated by local, provincial or federal health units); and
     

  • maintain a distance of 2 metres where possible (and otherwise no less than 1 metre) from all other households or support bubbles at the venue at all times.
     

You must not attend the venue if you:

  • believe you may be infected with COVID-19;
     

  • have experienced symptoms in the last 14 days;
     

  • have been in close proximity to anyone who has experienced symptoms  in the last 14 days;
     

  • Have arrived in Canada in the last 14 days (subject to change if advised by our local Health Unit)
     

Any individual who considers themselves to be clinically extremely vulnerable or who is in the same household or support bubble as someone who considers themselves to be clinically extremely vulnerable is advised not to attend.
 

If we are required by any COVID-19 government guidance or restrictions to cancel a performance, tickets may be exchanged or refunded as set out at section 5.
 

2. INFORMATION ABOUT US AND HOW TO CONTACT US

 

2.1 We are  ST. LAWRENCE SHAKESPEARE THEATRICAL COMPANY

Our company business number is 863628707RR0001

and our registered office is at PO BOX 119, 206 King Street West, Prescott, Ontario, Canada K0E 1T0

 

2.2 You can contact us by telephoning our customer service team at 613-925-5788 or by writing to us at info@stlawrenceshakespeare.ca or our registered office address above. Please address mail enquiries to Visitor Enquiries.
 

2.3 If we have to contact you we will do so by telephone or by writing to you at the e-mail address or postal address you provided to us in your order.
 

2.4 When we use the words "writing" or "written" in these terms, this includes e-mails.

 

3. OUR CONTRACT WITH YOU

 

3.1 You can order tickets, gift vouchers and season passes online, by e-mail, or telephone, or in person at our box office at 206 Kings St W, Prescott, ON during business hours (please call ahead to confirm we are open) or at our Box Office located at the Kinsmen Amphitheatre 1.5 hours prior to the scheduled performance time.


3.2 Our acceptance of your order will take place when we write to you to accept it, at which point a contract will come into existence between you and us.


3.3 If we are unable to accept your order, we will inform you of this in writing and will not charge you for the transaction. This might be because the show you have tried to buy a ticket for is sold out, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the show or because we are unable to meet a delivery deadline you have specified.


3.4 We will assign a ticket code to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4. TICKETS

 

4.1 The price of the ticket shall be the price set at the time we accept your booking, inclusive of any applicable taxes but exclusive of any booking, collection or delivery fee.


4.2 If your ticket is for a seat in the auditorium, the ticket holder has a right only to a seat of a value corresponding to that stated on the ticket. Please note that seating plans provided at the time of booking are only representative of the auditorium and may alter to incorporate individual production staging requirements. Accordingly, we reserve the right to relocate your seats and provide alternative seats of no less value than those specified on your ticket. We will notify you if your original seat is affected by any alterations in seating arrangements.


4.3 At our discretion, changes may be made to the advertised program owing to circumstances beyond our reasonable control. This includes the use of understudies.


4.4 Please check your tickets carefully on receipt and contact us immediately if there is a mistake.


4.5 Resale for profit: Tickets may only be purchased from the St. Lawrence Shakespeare Festival Box Office and its outlets. We reserve the right to refuse to sell tickets to anyone we have reasonable grounds to believe is purchasing for the purposes of resale. Unless given express permission by us, tickets may not be resold or transferred for profit or commercial gain. Any ticket in breach of these terms and conditions shall be void and its holder will be refused entry.

 

4.6 Charges and booking fees: Different booking fees and charges apply for tickets purchased online or over the telephone. 


4.7 Delivery: you may collect your tickets in person at the box office or use an e-ticket. Phone orders may be collected at the Kinsmen Theatre Box Office up to 1.5 hours before showtime.  Patrons may select Print-At-Home e-tickets or Mobile e-tickets when ordering online or at our office. Where tickets are collected in person at the box office, the cardholder must present the credit or debit card used to make the booking. In the case of e-tickets, patrons must ensure they bring their printed e-ticket and ID. Mobile e-tickets to be shown on patrons' mobile phones on entry.


4.8 Discounts and special offers: Some discounts and special offers are not available from every sales outlet. Discounts and special offers are subject to availability and may be offered only for a limited period of time, not available at every show and are at the discretion of the Box Office Manager. Discounts cannot be combined and where a concession is claimed, proof of identity and concession entitlement will be required.

 

5. REFUNDS, EXCHANGES AND RETURNS

 

5.1 Tickets may only be exchanged or refunded in the case of a cancelled show. However, refunds are not given for cancellation or abandonment of a show as a result of the weather.  

For weather-related cancellations, a rain voucher will be sent to you via email to the email account you provided to us when you purchased the tickets.  You will receive one rain voucher for each ticket purchased.  As Children tickets are free at all times, you will not receive a rain voucher for any children tickets. You can usually expect your rain voucher email(s) within hours after a rain cancellation but may take up to 24-48 hours.  Rain vouchers may be redeemed online or at the box office.

 


5.2 The St. Lawrence Shakespeare Festival’s auditorium is completely uncovered. Patrons therefore accept that weather, climate, temperature and light conditions, which are out of our control, are an integral part of the experience at the Kinsmen Amphitheatre and may have an impact on their visit. See the Be Prepared page on  our website for information about preparing for your visit.


5.3 While we will make every effort to complete each show, we reserve the right to stop and start the show as necessary.


5.4 Shows will only ever be cancelled or abandoned in the event of bad weather, where such weather is deemed by the management to pose a health and safety risk for the performers. In any case, shows will never be cancelled before their advertised starting time.


5.5 In some cases, we may choose to delay the start time of a show for various reasons including weather forecasts we may have received.


5.6 If a show is cancelled on account of the weather, we will announce this at the time of cancellation at the venue. We do not communicate cancellations to patrons who did not come to the venue or who have already left the venue. However, you will still be able to benefit from our policy for exchanging tickets following a weather-related cancellation.


5.7 Exchanging tickets for weather-related cancellation:

5.7.1 If a show is cancelled or abandoned because of the weather, you will be entitled to exchange your ticket for seats or spaces available with the nearest value to your original ticket (rounded-up) at any other show at St. Lawrence Shakespeare Festival in our repertoire), subject to availability. Your rain voucher will be valid for redemption this season or our next season only.

 

5.7.3 Subject to availability: Your ability to exchange into a particular show on a particular date and time will be subject to the availability of seats or spaces at that show on that date and time. This will be assessed at the point when we are processing your request for an exchange.

 

5.7.4 Exchanging tickets: Your rain voucher can be redeemed for a show ticket either:

 

(a) at our online box office

(b) In person at our King St office or the Amphitheatre Box Office during regular operating hours

 

5.8 Ticket Exchanges (not weather related)

5.8.1 All tickets purchased online or at the Box Office can be exchanged up to 24 hours before the scheduled showtime.  You will be entitled to exchange your ticket for seats or spaces available with the nearest value to your original ticket (rounded-up) to the same show, subject to the availability of seats. Less than 24 hours prior to the scheduled showtime, tickets may not be exchanged or refunded.

5.8.2 Up to 24 hours prior to the scheduled showtime, you may exchange your ticket in either of the following ways:

(a) at our online box office by clicking the link in your ticket purchase confirmation email. In your email, look for To EXCHANGE this TICKET, click here and follow the directions to select a different show date and exchange your ticket(s).

(b) at our King St, Prescott, ON Box Office by presenting your purchase confirmation email.

5.8.3 Your ability to exchange into a particular show on a particular date and time will be subject to the availability of seats or spaces at that show on that date and time. This will be assessed at the point when we are processing your request for an

exchange.

5.9 Other cancellations and resales:

5.9.1 For non-weather related cancellations, only the face value of your ticket is refundable. This excludes any booking fees, delivery charges or other expenses incurred. In any event, personal arrangements including travel, accommodation or hospitality relating to the event which have been arranged by you are at your own risk and not refundable by us.

5.9 For non-weather related cancellations, only the face value of your ticket is refundable. This excludes any booking fees, delivery charges or other expenses incurred. In any event, personal arrangements including travel, accommodation or hospitality relating to the event which have been arranged by you are at your own risk and not refundable by us.

5.9.1 Void tickets are non-exchangeable and non-refundable.

 

6: AT THE VENUE


6.1 The management reserves the right to refuse ticket holders admission to the venue in reasonable circumstances, which include health and safety, environmental or security concerns, licensing reasons, or where a ticket is void. The management also reserves the right to request ticket holders to leave the venue at any point on reasonable grounds and may take any appropriate action to enforce this right without refund.

 

The St Lawrence Shakespeare Festival seeks continually to provide a welcoming and comfortable environment for everyone and pledges to treat all visitors with the utmost respect and dignity. We ask that visitors reciprocate the same in their treatment of our staff, artists, volunteers, and other guests, whether in person or online.  With this in mind, discrimination or harassment of any kind, whether based on race, colour, national origin, religion, creed, gender identity, age, physical, mental or developmental disability, marital status, sexual orientation, political ideology, or any other reason, will not be tolerated

 


6.2 The use of cameras, recording equipment and mobile phones is not permitted in the auditorium.


6.3 You must comply with the instructions and directions given by the theatre staff. Causing a disturbance, talking or making a noise during the performance or any other act that impacts other patrons enjoyment of the show will not be tolerated. Failure to comply with this section will result in the offenders being asked to leave the venue and no refund or exchange will be given. See section 7 below for information relating to children.


6.4 We are not liable for any loss, theft or damage of your personal belongings, other than that caused as a result of our negligence.


6.5 Smoking including e-cigarettes/vaping is not permitted anywhere in the venue, including in the theatre grounds or auditorium. 


6.6 Food: All menu items are subject to availability and may be substituted.

 

6.7 To allow you sufficient time to take your seats, you are welcome to take drinks into the auditorium.


6.8 In accordance with licensing regulations, you must be over the age of 19 to purchase and/or consume alcohol. You will need proof of ID if you appear to be under the age of 21.


6.9 Latecomers: We cannot guarantee that latecomers will be admitted, but will endeavour to admit them at a suitable point. Likewise, should it become necessary for you to leave the auditorium we will endeavour where suitable, but do not guarantee, to re-admit you at an appropriate point in the performance.

 

7. CHILDREN


7.1 We reserve the right to add our own age restrictions and recommendations to any production; parents should check each production prior to booking. Age restrictions and recommendations for children may apply due to the nature and suitability of the show. In any event, children under the age of 4 will not be admitted to the venue.


7.2 At our discretion and in the interest of other patrons, parents with children may be asked to remove children from the auditorium if they are causing a distraction for other patrons.


7.3 Whilst age recommendations and restrictions may be placed on some productions, it is the responsibility of the parent/guardian in advance of purchase to make their own judgement as to the suitability of a show for their own child.

 

8. CONTACT US


8.1 If you have any questions or complaints, please e-mail info@stlawrenceshakespeare.ca or phone 613-928-5788 Alternatively you can write to Visitor Services, St. Lawrence Shakespeare Festival, 206 King Street West, Prescott, Ontario, Canada K0E 1T0