Terms and Conditions

TERMS OF USE

Welcome! The following outlines the (“Terms”) ticketing policies, usage guidelines, and conditions governing your access to and use of the services and products provided by the Vancouver Improv Centre Society (“The Improv Centre” or “TIC”) — including, without limitation, the (“Sites”) www.theimprovcentre.ca and www.purchase.theimprovcentre.ca. Any tickets, merchandise, or services obtained, owned, or used through TIC are bound by these Terms. By visiting or using any of the Sites, contacting the Box Office, or making a purchase by phone, you acknowledge and agree to these Terms, which may be updated periodically without prior notice. TIC does not authorize use or access to anyone who does not consent to these Terms or the Privacy Policy.

All updates or revisions to these Terms take effect immediately upon being posted on the Sites. The most recent version of the Terms will override and replace any previous versions previously agreed to.

PROCESSING AND CONFIRMATION OF ORDERS

An order is considered confirmed once a confirmation email (“Order Confirmation”) has been sent to you. A separate email will follow containing your tickets as attachments, if applicable.

If you do not receive an Order Confirmation within ten minutes of submitting payment, or if you encounter an error message or interruption after completing your payment, please reach out to the Box Office for assistance.

In the event of any technical or transactional issues during checkout, it is the customer’s responsibility to verify whether the order was successfully processed. TIC is not responsible for any losses, financial or otherwise, resulting from assumptions that an order was not completed.

ACCOUNT, ORDER, AND BILLING INFORMATION VERIFICATION

All accounts and ticket orders are subject to review and verification. Orders will only be processed once the payment method has been approved and the billing information, including the address linked to the payment method, has been successfully validated.

Any purchase made—or attempted—with incomplete, inaccurate, misleading, or unverifiable details may be cancelled at any time. This includes discrepancies involving the account holder’s name, address, email, phone number, IP address, or any other billing or account information.

TICKETS, PRICES, AND FEES

All ticket purchases are subject to availability. Ticket pricing may change at any time without prior notice, depending on factors such as demand and the specific performance. Prices are consistent whether tickets are purchased online, by phone, or in person.

All prices listed on our Sites are in Canadian Dollars. Accepted payment methods include VISA, MasterCard, and Debit. Cash payments are not accepted at the theatre.

Tickets purchased through the Sites may include additional fees. Applicable taxes are collected as required under federal, provincial, and local legislation.

THIRD-PARTY RESELLERS

The Improv Centre is not responsible for tickets purchased through third-party sellers or resellers. TIC cannot provide assistance or support for tickets obtained outside of our official website or Box Office. We reserve the right to limit, refuse, or cancel orders that appear to be placed by unauthorized distributors, resellers, or dealers.

TICKET DELIVERY METHODS

PDF E-Tickets: Tickets available digitally are delivered as a PDF attached to an email. You can also access these tickets by logging into your ‘My Account’ section on the Sites.

Printed Tickets: Physical tickets can be collected at the Box Office upon request.

TICKET LIMITS

When purchasing tickets through our Sites, each order is limited to a maximum of 50 tickets. For orders exceeding 50 tickets, or for school groups, corporate bookings, concierge services, and tour operators, please contact the Box Office at boxoffice@theimprovcentre.ca or call 604-738-7013 x 1 to coordinate your visit.

TICKET TRANSFERS

For digital tickets, the attached PDF or email can be forwarded to the person you wish to transfer them to. For printed tickets, you may hand them directly to the attendee. In all cases, the tickets will remain registered under the name of the original purchaser, which will be used for check-in at the performance.

OFFERS AND PROMOTIONS

Promotional offers and discounts cannot be combined with any other offer or promotion. They are only valid for customers who meet the eligibility requirements and complete their purchase in accordance with the terms specified by the offer. To redeem an offer, you must be logged into your account.

CANCELLED PERFORMANCES

If a performance is cancelled, ticket holders will be notified via email and/or phone, and the cancellation will also be announced on TIC’s Sites and social media channels. When a show is cancelled, ticket holders will be offered the option of an exchange or a refund.

Tickets may also be donated, in which case a tax receipt will be issued in the name of the purchaser for returns valued at $20 or more. Any remaining ticket amounts not exchanged, refunded, or donated will automatically be converted into an account credit applied to the purchaser’s TIC account.

DELAYED PERFORMANCES

In the event that a performance is delayed, ticket holders will be notified via email and/or phone. Announcements regarding delays will also be posted on TIC’s Sites and social media channels.

WEATHER POLICY

All performances will take place as scheduled unless TIC provides notification otherwise. If a show is cancelled due to severe weather conditions, tickets will be handled according to the Cancelled Performance Terms outlined above.

Guests unable to attend a performance because of weather may request a free exchange. Exchanges are only available on the day of the performance and cannot be arranged in advance, as weather conditions may change. Exchanges must be completed before the scheduled start time of the show.

Inclement weather includes, but is not limited to: snow, earthquakes, tsunamis, flooding, hurricanes, tornadoes, and landslides.

TICKET EXCHANGES

All ticket sales are final, including but not limited to Laugh Packs, Group Tickets, Single Tickets, and Gift Vouchers. Before completing a purchase, please carefully review your selected performances, seats, and availability.

CREDITS

Credits issued by TIC cannot be redeemed for cash. They cannot be applied to previous orders or transferred as gifts and are linked directly to the email address associated with the original account.

REFUNDS

TIC does not provide refunds on any purchases. All sales are final. Before completing your purchase for tickets or classes, please carefully review your performance selections, seats, and personal availability.

Prior to the start of a show, tickets may be returned for donation. For ticket returns of $20 or more, a tax receipt will be issued in the purchaser’s name.

Occasionally, tickets may be sold at a discounted rate after the initial on-sale date. TIC does not issue refunds for the difference between the original purchase price and any subsequent discounted price.

If a refund is due to a cancellation by the venue, the refund will be processed to the original payment method. The refunded amount will typically appear in your account within 10 business days of issuance.

Refunds cannot be issued to a different credit or debit card. If your card has changed but remains associated with the same account (for example, a replacement card), the refund will be applied to that card.

LOST TICKETS

If your tickets are lost, you can access them by signing into your account or by contacting the Box Office prior to the performance date.

ORDER FEES

Our ticket prices include built-in order fees, so the price you see is the total amount you will pay. The $1.50 order fee covers the cost of operating our Box Office and maintaining a website that allows you to purchase tickets 24 hours a day, seven days a week.

ACCESSIBLE SEATING

TIC is committed to providing accessible seating for all guests. Patrons with specific accessibility needs may purchase accessible seats by phone or in person at the Box Office. The theatre has up to 48 step-free seats, many of which can be removed to accommodate wheelchairs.

If necessary, you and your party may be reseated to alternative locations at the discretion of the Front of House team to best accommodate your needs. Unused accessible seats are released for general sale on the day of the performance.

SCALPING, CHARGEBACKS AND OTHER REFUND PROHIBITIONS

TIC does not authorize ticket sales to scalpers or the secondary market. We reserve the right to cancel any ticket purchase at any time if we suspect issues with the order or a risk to the venue, including financial, reputational, or other concerns.

By purchasing tickets, you agree not to circumvent any refund restrictions for products or services. You also agree not to dispute a charge or attempt a “chargeback” with your credit card or payment provider. Any violation of this policy will result in immediate cancellation of tickets and may result in refusal of future or pending purchases at the sole discretion of the Box Office.

THIRD-PARTY WEBSITES

Links to external websites on TIC’s Sites or social media are provided solely for guest convenience. TIC does not review, endorse, control, or approve the content on these third-party sites and is not responsible for their accuracy or reliability. Use of linked sites or services from external companies is the user’s responsibility, and TIC is not liable for any issues, damages, or connections arising from such use.

NON-HARASSMENT POLICY

The Improv Centre is dedicated to maintaining a safe, inclusive environment free from harassment or discrimination for guests, staff, artists, sponsors, partners, and anyone associated with the company. TIC reserves the right to refuse service or entry—whether online, by phone, or in person—to anyone engaging in harassment or discriminatory behavior. Access may be revoked without notice or refund at the sole discretion of TIC.

AGE RESTRICTION, AUDIENCE ADVISORY AGREEMENT AND WAIVER

The Improv Centre is a licensed venue. All minors (under the age of 19) must be accompanied by an adult.

Children under two

years old may attend without a ticket if they remain seated on a parent or guardian’s lap. Certain special shows may require a ticket for all attendees, including children under two. Please review event details or contact the Box Office at 604-738-7013 x 1 for clarification.

Parents or guardians bringing children under two are encouraged to reserve aisle seats or tables and indicate on their order that they will be bringing a child so that Front of House staff are aware.

If additional space is needed for a carrier with a child, a separate ticket must be purchased. Carriers cannot be placed on the floor, stairs, or tables. Empty carriers or strollers are not permitted inside the theatre.

Please be aware that productions may include strobe lighting, smoke effects, gunshots, pyrotechnics, profanity, or explicit content intended for mature audiences. Guests should consult show ratings before purchasing tickets or attending, as TIC is not responsible for determining appropriateness for individual guests.

ETIQUETTE DURING THE PERFORMANCE

Smoking and vaping are strictly prohibited inside all TIC venues. Guests are asked to avoid wearing strong perfumes or body scents that may cause discomfort or allergic reactions for others.

Audience participation is an integral part of many TIC shows. Hosts, performers, or staff may request spoken or written suggestions from the audience or invite selected guests on stage. These are the only occasions when audience members may speak out or enter the stage area.

Disruptive behavior will not be tolerated. Guests who interfere with the performance or disturb other attendees may be asked to leave without refund or exchange.

Mobile phones and other electronic devices must be silenced or turned off to prevent interruptions during the performance.

LATE SEATING

Guests arriving after the scheduled start time may not be admitted immediately. The Front of House team will seat late arrivals at the earliest suitable break in the performance to minimize disruptions.

Guests may be assigned alternate seating, either temporarily for the first act or for the remainder of the performance, at the discretion of the Front of House team.

FOOD, BEVERAGE, AND OTHER LIMITATIONS

Snacks and beverages can be purchased at the concession and bar inside the venue, and consumption is permitted within the theatre. Alcohol may only be consumed in designated areas and may not be taken outside the venue or its patio. Outside food and drink are not allowed.

Weapons, illegal substances, and other prohibited items are not permitted inside TIC venues.

PHOTO AND VIDEO RELEASE: RECORDING, TRANSMISSION, AND EXHIBITION

By attending a performance, you acknowledge that the events are public. You grant permission to The Improv Centre and its media partners to use your image, actions, or likeness in any live or recorded audio, video, photographic, or other media for purposes including transmission, exhibition, publication, or reproduction, without further consent or compensation.

Recording of performances is strictly prohibited. Guests may not record, transmit, publicly display, or distribute any portion of the performance. TIC reserves the right to remove guests from the venue if they fail to comply with this policy.

RENTAL EVENTS TICKETING

All sales for rental events are final and non-refundable. Ticket exchanges are not permitted. TIC is not responsible for tickets for events managed by third parties.

For inquiries regarding rental events, please contact booking@theimprovcentre.ca.

PRIVACY POLICY

For details on how your personal information is collected, used, and shared, please refer to the Privacy Policy available at https://theimprovcentre.ca/privacy-policy/.

CONTACT

If you have any questions or concerns regarding these Terms, please contact us at info@theimprovcentre.ca.