Theatre Policies

Box Office Hours & Contact

The Keyano Box Office is located in the theatre lobby and is open:
Monday to Friday: 12:30 p.m. – 4:30 p.m.

Event Days: One hour prior to any ticketed performance

For upcoming shows, we encourage you to use our online ticketing system featured with each performance listing. You can also log in to your account to check order status.
Questions?

Email: boxoffice@keyano.ca
Phone: 780-791-4990

Exchange & Refund Policy

We understand that plans can change. If you’re unable to attend a show, we offer flexible options to help:

Exchange your ticket for another eligible performance
Request an account credit
Receive a refund to your original payment method

Eligibility for Exchange or Refund

Applies to Suncor Centre Stage performances only
Tickets must be linked to a Patron Account or have an original receipt
Must contact the Box Office at least 4 hours before showtime
A $5.50 transaction fee applies, except for Subscription and Flex Pass holders
Ticket price differences will be:
- Charged to the patron if upgrading
- Credited or donated if downgrading

Satisfaction Guarantee

We stand behind our performers and production quality. If something falls short—such as poor sound or unexpected offensive content—we’ll do our best to make it right.

To request a satisfaction review:

Contact us within 48 hours of the performance
Provide details via phone or email
Our team will follow up with options including exchanges or alternative solutions

Satisfaction Guarantee Eligibility

Applies only to Suncor Centre Stage performances
Tickets must be tied to a Patron Account or have a receipt
Must contact the Box Office within 48 hours of the show

Refund Methods & Admin Fees

Refunds include ticket price, fees, and GST

A $5.50 administrative fee per transaction applies (waived for Subscription/Flex Pass holders)
Refunds are issued to the original payment method
If unavailable, a cheque will be issued

Non-Suncor Stage Performances

Refunds and exchanges for third-party or rental performances must be approved by the Lessee and may vary. If authorized, available options will be shared with the patron.

Parking at Keyano Theatre

All on-campus parking is managed through the Honk Mobile App at a rate of $2.25 per day.
The lot in front of the Theatre is Zone 5800

Download Honk from the Apple App Store or Google Play
QR codes for download are available in the theatre vestibule