Key City Theatre is committed to providing a safe, inclusive, accessible, and respectful environment for audiences, artists, staff, volunteers, renters, and the wider community. All events—whether presented by Key City Theatre or by external renters—must comply with these policies.

Key City Theatre is committed to being a safe, inclusive, and respectful space for all who enter our building. We honour that our work takes place on the traditional and unceded territory of the Ktunaxa People and recognize the ongoing impacts of colonialism and the residential school system.

Our programming includes both events presented by Key City Theatre and events presented by renters and external promoters. Regardless of who is presenting, all events in our facility are expected to reflect our values of respect, safety, equity, and care.

We believe that the performing arts can challenge, provoke, and inspire meaningful dialogue. At the same time, we do not host work that promotes hatred, violence, or discrimination against individuals or groups based on protected characteristics. We reserve the right to decline, condition, or cancel any event that creates a foreseeable risk of harm to patrons, artists, staff, volunteers, students, or the wider community.

Key City Theatre welcomes rentals from artists, schools, community organizations, non-profits, businesses, and promoters whose activities align with our mission, values, and policies. All renters must be legally authorized to enter into a rental agreement, carry required insurance, and comply with all applicable laws and venue policies.

Events must be lawful and must comply with Key City Theatre’s Safe Space Policy, Equity Statement, Inclusive Language Policy, Accessibility & Accommodation Policy, and Safety Policies. Events must not promote hatred, violence, or discrimination and must not create a foreseeable risk to public safety, workplace safety, or our shared school-adjacent campus.

Key City Theatre reserves the right to refuse, condition, or cancel a rental where credible safety, legal, operational, reputational, or policy risks are identified at any stage of the rental process.

This Code of Conduct applies to all performers, speakers, promoters, renters, touring personnel, crew members, volunteers, and their guests while on Key City Theatre property or representing an event at our venue.

All individuals must behave respectfully and professionally, comply with all safety requirements, follow staff instructions, and refrain from harassment, bullying, intimidation, abusive behaviour, discriminatory language, or unsafe conduct.

Violations may result in removal from the premises, cancellation of events, termination of agreements, financial liability for damages, and refusal of future bookings.

Key City Theatre may evaluate proposed events that reasonably present foreseeable risk related to public safety, discrimination, harassment, community harm, reputational risk, or conflict with Key City Theatre’s values and policies.

Decisions regarding approval, refusal, conditioning, or cancellation are based on duty of care to patrons, artists, staff, students of our shared campus, and the broader community. Evaluation may include review of event content, public history of performers, past incidents, security requirements, and alignment with Key City Theatre policies.

At Key City Theatre, we are committed to providing a safe and inclusive environment for all staff, artists, volunteers, patrons, renters, and visitors. Everyone deserves to feel welcome, respected, and valued regardless of identity or background.

We maintain zero tolerance for discrimination, harassment, bullying, intimidation, threats, or any behaviour that creates a hostile, unsafe, or exclusionary environment. All reports are taken seriously and addressed promptly.

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.

Key City Theatre prioritizes equity, diversity, and inclusion in every aspect of our operations. We believe in providing equal opportunities regardless of race, ethnicity, gender, sexual orientation, age, ability, religion, or any other aspect of identity.

Our commitment to equity is reflected in our programming, hiring, partnerships, and community engagement. We recognize that achieving equity requires continuous reflection, education, and accountability.

Key City Theatre recognizes that language plays a critical role in creating a welcoming and inclusive environment. We commit to using person-first, gender-inclusive, culturally sensitive, and respectful language across all communications, marketing, performances, and digital spaces.

We avoid derogatory, stigmatizing, or exclusionary language and avoid assumptions about identity. Language that demeans or marginalizes individuals or communities will not be tolerated.

Key City Theatre is committed to accessible, barrier-reduced participation for all patrons and artists. We provide accessible seating, attendant seating, service animal access, pre-approved emotional support animal access, and other reasonable accommodations where feasible.

Advance accommodation requests are strongly encouraged through the Box Office or info@keycitytheatre.com so we can best support your visit.

Harassment, discrimination, intimidation, coercion, threats, and violence will not be tolerated. Staff or representatives are authorized to intervene, remove individuals from the venue, cancel events, and contact emergency services where required. These actions are taken in support of safety, dignity, and duty of care.

Service animals are always permitted at Key City Theatre. Emotional support animals require advance approval. All animals must remain under handler control at all times.

Key City Theatre disclaims liability for any harm or injury resulting from the presence of an animal on site.

We maintain a scent-free policy to ensure that all patrons, artists, staff, and volunteers can experience events in a comfortable and accessible environment. Visitors are kindly asked to refrain from wearing scented products such as perfume, cologne, and heavily scented lotions.

This policy supports accessibility for individuals with asthma, allergies, migraines, and chemical sensitivities. If a scent creates a medical or safety risk that cannot be reasonably accommodated, staff may require the individual to step outside in the interest of public safety.

For the safety and comfort of our community, smoking of any kind—including cigarettes, cannabis, vaping devices, and e-cigarettes—is not permitted inside the venue or near school-adjacent entrances or shared campus areas.

If you are unable to attend an event due to illness or public health guidance, please contact the Box Office as soon as possible to discuss available options.

If an event is cancelled due to public health restrictions, a full refund will be issued. If postponed or rescheduled, patrons will be offered a refund or exchange.

As a general rule, Key City Theatre maintains a no-refund policy for ticket purchases. Refunds will be issued when events are cancelled by Key City Theatre for safety, policy, or legal compliance reasons.

Tickets purchased for a Key City Theatre Host Event may be exchanged for another Host Event in the same season up to 48 hours prior to the scheduled performance. Exchanges are subject to availability and do not apply to rental events or missed performances.

Tickets to Key City Theatre events are valid only if purchased through our box office, website, or authorized ticketing partners. Resale for profit is prohibited, and tickets purchased through unauthorized sellers may be cancelled and refunded.

For full terms and enforcement details, see the “Key City Theatre Ticket Resale and Anti-Scalping Policy” below.

Key City Theatre (“KCT”) is committed to protecting the personal information of its patrons, artists, donors, staff, volunteers, and community in accordance with British Columbia’s Personal Information Protection Act (PIPA) and Canada’s Anti-Spam Legislation (CASL). KCT collects personal information only for legitimate and reasonable operational purposes, including ticketing and box office services, communications and marketing, program delivery, donations, reporting, safety, accessibility, and operational requirements, and limits collection to what is necessary for those purposes.

Key City Theatre is the sole custodian of ticket purchaser and patron data collected through its ticketing systems, websites, and digital platforms. Patron data is never sold and is not shared for third-party marketing, promotions, mailing lists, or solicitation without explicit opt-in consent. Renters, promoters, artists, or presenters are not automatically entitled to access ticket buyer personal information. Where limited data sharing is required for essential operational purposes such as audits, reconciliation, or regulatory reporting, any sharing is minimal, purpose-specific, time-limited, and governed by a written data-handling agreement.

In limited circumstances, KCT may use secure advertising and analytics tools provided by social media platforms or other digital services to promote performances, events, or programs. This may include website tracking technologies such as pixels or cookies, aggregated or hashed data for audience measurement or campaign reporting, and platform-provided custom audience tools. Any such use is limited to marketing and reporting purposes, conducted in accordance with platform policies and applicable privacy legislation, and designed to minimize personal information and avoid direct identification of individuals.

Key City Theatre retains sole control over all tracking technologies, advertising pixels, cookies, and similar tools deployed on websites, ticketing platforms, and digital assets operated or controlled by the Theatre. To protect patron privacy, ensure informed consent, and maintain clear data custodianship, third-party renters, promoters, artists, or presenters are not permitted to install, embed, request, or deploy their own tracking technologies on KCT-controlled systems, including ticketing and box office platforms, event pages or web embeds hosted by KCT, email communications, confirmation pages, or digital programs. Renters may deploy their own tracking and advertising tools on external websites or platforms not controlled by KCT, subject to their own privacy policies and consent mechanisms. KCT may, at its discretion, provide aggregated, non-identifying attendance or sales data for reporting or reconciliation purposes; individual patron data and platform-level tracking access are not shared.

Patrons have the right to access their personal information, request corrections, withdraw marketing consent, and be removed from mailing lists at any time by contacting Key City Theatre directly. Opt-out requests apply to KCT’s use of marketing and advertising tools and data under its control and do not affect data collected independently by third-party platforms through their own services, which patrons may manage through platform privacy settings or browser controls.

Key City Theatre uses reasonable administrative, technical, and physical safeguards to protect personal information from unauthorized access, use, or disclosure and requires staff, contractors, and volunteers with access to personal information to comply with this Privacy Policy and applicable privacy legislation.

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.

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.

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.