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FAQ: Cancelled Events

Updated April 21, 2020

Frequently Asked Questions – Cancelled Event

  1. What happens when an event I have tickets to is cancelled?
  2. Why was this event cancelled?
  3. What are my options for refunds?
  4. How do I get in touch with you if your physical Box Office is closed to phone calls & visits?
  5. Will I get my refund right away?
  6. Thank-you patrons!

What happens when an event I have tickets to is cancelled? 

Harbourfront Theatre will contact you by email (or by phone if no email is associated with your account*) to let you know that the event has been cancelled and what your refund options are. (*Please note: We have been delayed in phoning ticket-holders who have no email associated with their purchase account. Our apologies for the delay.)

***UPDATE (Apr. 21): If you can’t find a cancellation email in your inbox or haven’t received one from us for an event you should have received one for, please reach out to us at boxoffice@harbourfronttheatre.com to arrange your refund.***

You have three options for refunding your tickets. (See them here.) You can refund to theatre credit, original method of payment, or donate a portion or the full value of your tickets in exchange for a charitable tax receipt (please note: tax receipts can be issued for donations of $20 and over). These donations are vital to the theatre surviving this period of uncertainty, and we thank-you for your continued support.

Why was the event cancelled?

  • We’ll let you know the specific reason why the event you purchased tickets for was cancelled when we contact you, but likely it has been cancelled in response to COVID-19. Cancellation of an event is never our first choice. We always try to reschedule an event if we can, but due to the complexity of touring routes and schedules (and how far in advance most artists book performances), it is hard to reschedule every event. We only cancel if there is no other option.

What are my options for returning my tickets?

1. Receive a theatre credit for the value of your ticket(s) that can be used for future Harbourfront events.

This keeps your investment at the theatre, and in doing so greatly HELPS US as a vulnerable, non-profit arts organization. We really appreciate you considering this option.

2. Refund to original method of payment for the value of your ticket(s).

Or you can also choose to donate a portion of the value of your tickets AND receive a refund for the remaining value.

3. Donate some or all of the value of your ticket(s). Charitable tax receipts are available upon request.

For you to consider this option means a lot to us, and your ticket donation will HELP US IMMENSELY as a vulnerable, non-profit arts organization.

Taking theatre credit or donating any amount of your tickets instead of requesting a full refund is always a big help towards sustaining us and our future ability to operate. For small non-profits like us, every dollar makes a big difference! We can’t keep running without the help of generous individuals like you.

How do I get in touch with you if your physical Box Office is closed to phone calls and visits? 

  • We are operating digitally right now with a limited staff working remotely, reachable by email (boxoffice@harbourfronttheatre.com). Our Box Office is currently closed to staff due to COVID-19 prevention measures. However, we are still reachable by email. Note: It may take a few days for us to respond to an email due to the amount of emails we’re receiving and the limited staff we’re operating with right now. Thank-you for your understanding as we do our best to operate safely during these unprecedented days.

Will I get my refund right away?

Refunds to Theatre Credit: You’ll receive it immediately.

  • Applied immediately to your account upon Box Office returning your tickets. Anyone can get theatre credit for the full value of their tickets no matter what payment method they used to purchase. (Learn how to use theatre credit for online purchases here.)

Refunds to Debit/Cash: Come in and collect once our building re-opens to the public.

  • We need to give cash refunds for debit purchases and for cash purchases. Cash refunds can be issued to the ticket-holder once our building re-opens to the public.
    • Our apologies for the inconvenience the delay due to our Covid-19 closure will cause you.
    • However, your refund will be held for you – ready and waiting – on your account as credit until you come into the theatre to collect your cash refund. (Please noteIn the meantime, if you choose to use some or all of the theatre credit towards tickets to a future performance, you can do that.)

Refunds to Credit Card: See answer below based on WHEN you purchased your tickets by credit card.

  • If you purchased ON or AFTER FEBRUARY 21, 2020, we can refund your card right away. 
    • Please Note: It may take a few days for the refund to be reflected on your banking statement.
  • If you purchased BEFORE FEBRUARY 21, 2020:
    • We do not have your credit card information on file, and will need to securely contact you to collect it once we’re back in our physical Box Office and have access to our card terminal to complete the transaction.
      • We will need to get your information from you over the phone or in-person in order to enter it into our credit card terminal at the Box Office. Our Box Office needs to be physically open because we need our credit card terminal in order to complete the refund transaction securely to your credit card.
    • Our apologies for the inconvenience the delay due to our COVID-19 closure may cause, but we assure you your refund will be ready and waiting for you as credit on your theatre account until you’re able to phone when we re-open to give us your credit card information to complete the transaction to your card.
  • Why does February 21st, 2020 affect this?
    • We switched to a new and better ticketing system on February 21st that makes it so easy to refund tickets sold with it.
    • Credit card purchases made prior to this date require us to use our physical card terminal to refund, and the new system lets us refund all its credit card sales with a click of a button on our cloud-based sales interface. We wished we’d switched sooner!


Thank-you for your understanding, patience, and ongoing support of “Our Theatre, Your Theatre” during these unprecedented times.

Please note: Due to the high volume of emails we experience when an event is cancelled, our Box Office may not be able to get back to you right away when you reach out to us. 

We want to assure you that your support means a lot to us and that any delays you experience are in no way a reflection of your importance to us. We thank-you for your patience and understanding. You rock! Thanks for being an awesome human!!!