We have a scent-free policy in place to ensure that all of our patrons and staff can enjoy our events in a comfortable and safe environment. This policy applies to all events held at our venue, and we kindly ask that all patrons and staff refrain from wearing scented products such as perfume, cologne, and scented lotions.

We understand that some individuals may have allergies, asthma, or other sensitivities to certain scents, and we want to ensure that everyone feels welcome and comfortable at our events. By complying with our scent-free policy, you can help us create a welcoming and inclusive environment for all.

Sorry, No Refunds

As a general rule, Key City Theatre has a no refund policy for ticket purchases.

However, we understand that extenuating circumstances may arise that prevent you from attending an event as planned. If you are unable to attend an event due to illness, family emergency, or other unforeseen circumstances, please contact us as soon as possible to discuss your options. We will do our best to accommodate your needs and find a solution that works for both parties.

Please note that our no refund policy applies to all ticket purchases, including those made online, over the phone, or in person. We appreciate your understanding and cooperation, and look forward to welcoming you to our events in the future.

Tickets purchased for a Key City Theatre Host Event can be exchanged for a different a Key City Theatre Host Event presented in the same season. Requests for ticket exchanges will be accepted up to 48 hours prior to the performance date of the tickets you are holding.

The difference in ticket price will be charged when upgrading your tickets to a more expensive night or seat.

Key City Theatre Host Events are those that are noted in advertising as Presented by Key City Theatre and includes the following events in these Series: Spotlight Series, Homegrown Events, Family Series, Discovery Series.

All other events are facility rentals and as such are not included. Ticket sales for rental events are final.

Exchanges are subject to availability and do not apply to missed performances.

We have a strict no smoking policy in place for the safety and comfort of our patrons and staff. Smoking, including the use of e-cigarettes and vaping devices, is not permitted inside Key City Theatre

We take this policy very seriously and ask that all patrons and staff comply with our no smoking policy. Violators may be asked to leave the premises and may be subject to legal action if necessary.

We understand that some individuals may need to smoke during the course of an event. In such cases, we ask that you step outside to smoke, and dispose of any cigarette butts and other smoking-related materials in the designated smoking area.

We understand that the ongoing COVID-19 pandemic may impact your ability to attend our events as planned. As such, we have implemented a COVID-19 refund policy to ensure that our patrons can book with confidence.

If you are unable to attend an event due to illness or quarantine related to COVID-19, please contact us as soon as possible to discuss your options. We will do our best to accommodate your needs and ensure that you are able to attend the event at a later date, or receive a refund if necessary.

If an event is cancelled due to COVID-19 restrictions, we will issue a full refund to all ticket holders. If an event is postponed or rescheduled, ticket holders will have the option to receive a refund or exchange their tickets for the new event date.

We take the safety and well-being of our patrons and staff very seriously, and will continue to monitor the situation and adjust our policies as needed to ensure that we are doing everything we can to protect our community. If you have any questions or concerns about our COVID-19 refund policy, please don't hesitate to contact us. Thank you for your understanding and support..

At Key City Theatre, we are committed to providing a safe and inclusive space for all staff, artists, volunteers, and patrons. We believe that everyone deserves to feel welcome, respected, and valued, regardless of their race, ethnicity, gender, sexual orientation, age, ability, religion, or any other aspect of their identity.
We are committed to creating a culture of zero-tolerance for discrimination, harassment, bullying, or any behavior that creates a hostile or offensive environment for others. We encourage anyone who experiences or witnesses such behavior to report it immediately.

,We are committed to taking all reports seriously and investigating them promptly. We will take appropriate action, which may include counseling, mediation, discipline, or termination of employment or involvement with our organization.

We believe that everyone has the right to express themselves creatively and enjoy live performances without fear of judgment or discrimination. We strive to create a welcoming and inclusive environment, where differences are celebrated, and everyone feels safe and comfortable.

We provide accessible facilities and services, and we are committed to accommodating any specific needs or requests to ensure that everyone can fully participate in our events.

We understand that creating a safe space is an ongoing process, and we are committed to continuous learning and improvement. We welcome feedback from our community and actively listen and respond to any concerns or suggestions.

At our theatre, we prioritize equity, diversity, and inclusion in every aspect of our operations. We understand that theatre can foster dialogue and understanding, and we strive to use our platform to advocate for social justice and equality.

We believe in providing equal opportunities to everyone, regardless of their race, ethnicity, gender, sexual orientation, age, ability, religion, or any other aspect of their identity.

Our commitment to promoting diversity and inclusivity is reflected in our programming, casting, and hiring practices. We aim to feature a broad range of voices and perspectives on our stages and behind the scenes, and we are dedicated to providing opportunities for artists from underrepresented communities.

We understand that achieving equity requires continuous education and effort. We are committed to learning and improving, and we welcome feedback and suggestions from our community on how we can better promote equity and inclusivity.

We align our policies and practices with our equity values and provide training and support for our staff, artists, and volunteers to ensure that they understand and implement our equity principles.

As an inclusive live performance venue, we believe that language plays a critical role in creating a welcoming and inclusive environment for all patrons, performers, and staff.

Our goal is to ensure that our language respects the diversity of all individuals, including those with disabilities, gender identities, races, ethnicities, religions, and other marginalized identities.

Our inclusive language policy includes the following guidelines:

Person-first language: We use person-first language that prioritizes the person over disability or condition.

Gender-inclusive language: We use gender-inclusive language that recognizes and respects individuals who identify as non-binary, genderqueer, or transgender.

Respectful terminology: We avoid using derogatory or offensive language that stigmatizes or marginalizes individuals based on their identity. We do not use terms that are considered hate speech or that have historically been used to discriminate against marginalized groups.

Avoiding assumptions: We avoid making assumptions about individuals based on their appearance, identity, or any other characteristic. We respect the diversity of our patrons, performers, and staff, and recognize that everyone has their own unique experiences and identities.

Accessibility language: We use language that promotes accessibility and inclusion for individuals with disabilities.

Cultural sensitivity: We are sensitive to cultural differences and avoid using language that may be offensive or insensitive to different cultures or religions. We respect the customs and beliefs of all individuals and communities.

Inclusive marketing: We ensure that all of our marketing materials and communication with patrons uses inclusive language. This includes the language used on our website, social media, and print materials.

We encourage all members of our community to hold us accountable to these guidelines and to help us create a welcoming and inclusive environment for all. If you have any feedback or suggestions for how we can improve our language use, please do not hesitate to contact us.

With the exception of service animals and approved emotional support animals, animals are not allowed on the premises of Key City Theatre.

We understand that some individuals may rely on service animals or emotional support animals for assistance, and we are committed to providing equal access to all patrons.

Service animals are allowed on the premises of Key City Theatre. Service animals must be under the control of their handler at all times, and the handler is responsible for the animal's care and behavior.

Emotional support animals may be allowed on the premises of Key City Theatre in compliance with applicable laws and regulations. Approval of emotional support animals is at the sole discretion of Key City Theatre and must be requested in advance. Emotional support animals must be well-behaved and under the control of their handler at all times.

Key City Theatre disclaims liability for any harm or injury that may result from the presence of service animals or emotional support animals on its premises.

Key City Theatre has created this privacy statement in order to demonstrate our firm commitment to privacy. The following discloses the information gathering and dissemination practices for the website: www.keycitytheatre.com

Key City Theatre is committed to protecting the personal information that patrons share with us. We understand that your privacy and personal information are important to you, so we make every effort to ensure that the details you share with us are collected and recorded accurately, stored securely, and used only as you have asked us to do so.

The Privacy Policy is described in the following sections:
Personal Information
External Links
Collection of Information
Disclosure of Personal Information
Use of Personal Information
Internet Usage Information
Collection of Information
Accountability
These polices provide information on how we collect, use, and safeguard the personal information provided to us in order to ensure that the way we handle it complies with the provisions of the Personal Information Protection Act (PIPA) and Canada’s Anti-Spam Legislation (CASL).

We do not track how individual visitors get to our site. We do not collect your email address unless you give it to us. Key City Theatre collects aggregate information on what www.keycitytheatre.com pages visitors access or visit and information volunteered by the visitors such as survey information and/or site and patron registrations. The information we collect is used for internal review, to facilitate improvements to our website and to notify visitors about updates. We do not share our email lists with any other organization. Any information provided to us via our contact page will be used for the sole purpose of contacting you regarding an issue.

All visitors to keycitytheatre.com should be aware there are links on the keycitytheatre.com website that take you outside our service. For example, if you "click" on a banner/button/ text link such as "Buy Tickets", the "click" could take you off the keycitytheatre.com website. This includes links to our Arts Management Online Ticketing system, sponsors and partners that may use the Key City Theatre logo as part of a co-branding agreement. These other sites may send their own cookies to users, collect data or solicit personal information. These sites may also have their own privacy policies. The Key City Theatre privacy policy does not extend to anything that is inherent in the operation of the Internet and therefore beyond Key City Theatre control.

The information we collect varies depending on the service provided. Typically, we collect name, address (mailing and electronic), phone number, subscription and ticket history, and payment or donation records. In the case of our long-term supporters, donors or partners, we may also collect personal information such as names of their family members, business address, special interests or other details that may assist us in the course of doing business.

We may collect, use or disclose personal information without the patron’s knowledge or consent in limited circumstances:

• When the personal information is available in a public domain (e.g., a telephone directory)

• In an emergency that threatens an individual’s life, health, or personal security

• When we require legal advice or to investigate an anticipated breach of an agreement

• For the purposes of debt collection

• To protect ourselves from fraud

• When the collection, use or disclosure of personal information is permitted or required by law.

Key City Theatre will not sell, trade, or rent your personal information to any commercial businesses.

We use some external suppliers to assist us in various functions such as processing online payment transactions and ticket sales, issuing mail, collecting feedback and conducting surveys, and generating statistics. We only use suppliers that we trust manage information with the same level of sensitivity as we do.

Key City Theatre uses your personal information to better serve our members and the broader arts, culture and heritage community. This includes using the information to:

• To verify patron identity

• Identify patron preferences

• Process tickets, financial transactions, and deliver requested services

• Register a patron in a program

• Notify patrons of changes or cancellations

• Provide information about programs and services

• Issue invitations to events

• Invite donations

• Send e-newsletters

• Provide reminders of upcoming shows

• Ensure a high standard of service to patrons

• Collect feedback

• Thank supporters

• Generate statistics

Our website platform enables some anonymous information about website visitors to be automatically gathered and temporarily stored. This information includes the IP address of the computer you use to access the Key City Theatre website, the type of browser used, the type of operating system used (Windows, MacOS, etc.), the pages you accessed, how long you spend on each page, and the website from which you've linked directly to our site, if applicable. Analytics help us to measure our website traffic, assess the effectiveness of our site and services, to understand visitor engagement, and to tailor content to visitor interests. This data helps us to improve our website, and is available only to designated staff who require this information to perform their duties.

Key City Theatre makes every effort to ensure that the information you share with us is recorded accurately, retained and disposed of securely, and used only for purposes for which you would reasonably expect it to be used.

Patrons with inquiries regarding changes to their personal information that we maintain, have a concern regarding the management of your personal information, or wish to be removed from any of our mailing lists, please contact us.