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Contact Us
Buying Tickets
Online
KitchenerLive.ca
By Phone
519-578-1570 or 1-800-265-8977
In Person at a Kitchener LIVE Box Office Location
The Kitchener Memorial Auditorium Complex (The Aud)
Centre In The Square Box Office
What forms of payment are accepted?
Tickets for events at The Aud and Centre In The Square are sold through the Kitchener LIVE ticketing platform, which accepts major credit and debit cards. Online and phone purchases can typically be made using Visa, Mastercard, and American Express, as well as debit cards with a Visa or Mastercard logo. Cash is not accepted for online ticket purchases.
Are taxes and fees included in ticket prices?
In most cases, taxes and fees are included in the ticket price displayed on Kitchener LIVE.
However, there may be some events – particularly those presented by external promoters or partners – where pricing is structured differently and taxes are added at checkout. Any applicable taxes and fees will always be clearly itemized before you complete your purchase.
Any additional fees – such as order or delivery charges – will be clearly displayed before you complete your purchase so you know the total cost in advance.
What ticket delivery options are available?
Kitchener LIVE offers multiple ticket delivery options to suit your needs:
Important: Not all delivery methods are available for every event. You’ll see the options available to you before completing your purchase.
Do you sell tickets for other venues or organizations?
Kitchener LIVE supports ticketed events at the following City-owned and City-supported arts and entertainment venues:
Kitchener LIVE also supports ticket sales for select City-led and City-supported special events.
Ticket sales for non-City venues or independently run events are not supported through Kitchener LIVE.
Group pricing may be available for select events. Please check the event listing or contact the venue box office for details.
Seating & Tickets
Mobile tickets can be easily shared through your Kitchener LIVE account. You can transfer tickets by email or text so each guest can have their own ticket for entry. We recommend that each person has their ticket ready on their mobile device before arriving.
I didn’t receive my tickets or confirmation email – what should I do?
If you haven’t received your tickets or confirmation email, please check your junk or spam folder first. If you still can’t find it, contact the box office. They can help locate your order and resend your tickets.
What should I do if I’m having ticketing issues?
If you have an issue with your ticket order, please contact the box office for the venue where your event is taking place. Box office teams are best equipped to help with:
Having your order details or confirmation email handy will help resolve your request more quickly.
If you’ve lost your tickets, they can be reissued. Please bring photo ID and the credit card used for purchase to the box office at least 30 minutes before the event. If you selected mobile tickets, they can be re-sent or transferred through your Kitchener LIVE account.
Can I exchange or refund my tickets?
All ticket sales are final. Tickets are non-refundable and cannot be exchanged. Before completing your purchase, please take a moment to review your order details carefully, including the event date, time, and number of tickets.
What happens if an event is cancelled?
If an event is cancelled, ticket holders will be notified and refunds will be issued automatically to the original method of payment. You will receive communication with details about the cancellation and any next steps, if required.
If you have additional questions, please contact the box office for the venue where your event was scheduled. You can also reach out to Kitchener LIVE at kitchenerlive@kitchener.ca for general support.
Ticket Availability & Presales
Are tickets from resale websites valid?
Tickets purchased from unauthorized third-party resellers may be invalid and are subject to cancellation. The only guaranteed way to purchase valid tickets is through KitchenerLive.ca. If tickets are listed in U.S. dollars (USD), they are typically being sold by unauthorized resellers. Tickets purchased from these sources may be priced above face value, and Kitchener LIVE cannot guarantee entry, refunds, replacements, or provide event updates for these purchases.
Why is it hard to buy tickets right when an event goes on sale?
Buying tickets right when they go on sale can be challenging due to high demand. For popular events, many people may be trying to purchase tickets at the same time, which can slow down the system or cause tickets to sell out quickly.
If you experience delays, it’s a good idea to stay in the queue, avoid refreshing the page, and be ready to complete your purchase as quickly as possible.
How can a show be sold out immediately after going on sale?
A show can appear to sell out immediately due to very high demand and limited ticket availability. For popular events, many people – and sometimes presales or early access groups – may purchase tickets before the general public on-sale begins. As a result, only a limited number of tickets may remain when tickets officially go on sale. In addition, tickets are often held temporarily in online carts while customers complete their purchase, which can make availability appear to change quickly.
Accessibility
What does General Admission (GA) mean?
General Admission (GA) refers to events where seating or standing is not assigned in advance. Guests can choose their spot within the GA area when they arrive. Availability is first-come, first-served, so arriving early is recommended for the best selection.
Are the venues associated with Kitchener LIVE wheelchair accessible?
Yes. All Kitchener LIVE venues offer accessible seating and services. If you have specific accessibility needs, please contact the box office in advance so staff can assist with seating and accommodations.
Elevators are available in venue lobbies, with access to most seating levels.
Can I bring a child or infant to a performance?
Children are welcome at many events, but ticket requirements vary by performance. Some events may offer “babes in arms” tickets for infants. Please check the event listing or contact the box office for details.
Venues & General Information
Can I rent a venue associated with Kitchener LIVE?
Yes. City-owned venues supported by Kitchener LIVE are available for rentals. Visit our venues and event spaces section of the Kitchener LIVE website for more information on available spaces, booking details, and contacts.
Do you sell gift certificates?
Yes. Gift certificates are available for purchase online and through the box office. They can be used towards ticket purchases for events available through Kitchener LIVE
Contact Us
The City of Kitchener
200 King Street W
Kitchener, ON
Telephone: 519-741-2878
TTY: 1-866-969-9994
Email: kitchenerlive@kitchener.ca
