Terms & Conditions

CONDITIONS OF SALE

Your accessing or use of The Empire Theatres authorised online ticketing service indicates your acceptance of the following terms and conditions and your agreement to be bound by them.

In addition, by purchasing The Empire Theatre event tickets using the Tixr online ticketing service, you, on behalf of any ticket holder of a ticket purchased by you, are agreeing to be bound by these terms and conditions.

Carefully read them before accessing or using this online ticketing service

GENERAL TICKETING

tixr.com is the official ticket outlet for The Empire Theatre. When you buy here, you’re guaranteed:

• Authentic tickets
• Event updates (e.g., time changes, cancellations)
• Official event promotions
• Direct support from our team

AVOID THIRD-PARTY SELLERS

Tickets purchased from unauthorized resellers may be invalid, overpriced, and ineligible for updates, replacements, or refunds. We accept no responsibility for tickets purchased through unauthorized resellers.

Any authorised reseller will be clearly indicated in the event description.

If you're unsure, contact us before purchasing.

DEFINITIONS

In this Terms & Conditions, "The Empire Theatre" means the performing arts centre and all associated corporations, operations, locations, and properties owned, operated, controlled, or partnered by it (directly or through common shareholders), including but not limited to:

• The Village Theatre (Belleville) Limited (operator of the main theatre venue at 321 Front Street, Belleville, Ontario);
• Empire Square (outdoor venue at 353 Front Street, Belleville, Ontario);
• The theatre building at 321 Front Street and any related real estate holdings; and
• Adjacent and surrounding parking lots supporting the venues (whether at or near 321 Front Street or 353 Front Street).

The “Venue” is defined as the building located at 321 Front Street Belleville, Ontario, the Empire Square Parking lot located at 353 Front Street, Belleville, Ontario and the surrounding parking lots and alleyways.

LICENSE

Each ticket purchased pursuant to these conditions is a revocable, conditional license granted by The Empire Theatre and its programming partners. It may, in its sole discretion, revoke the license at any time and for any reason.

By presenting a ticket to The Empire Theatre, the ticket permits you to:

• enter the publicly-accessible areas of the Venue on the date specified on the ticket and at times determined by The Empire Theatre,
• attend the event; and
• sit or stand, as applicable, in the location identified on the ticket.
• Admission to the Venue is subject to compliance with applicable laws, by-laws, regulations and Venue rules, as they may be adopted over time.
• You are responsible for and shall cause any ticket holders of tickets purchased by you to maintain proper decorum and such compliance. Failure to comply may result in non-admission or expulsion.

GENERAL EVENT INFORMATION AND ADMISSION

Subject to Change

Artists, films, program dates, performance times, event pricing, door opening times, and scheduled event/experience times are all subject to change without notice. Scheduled times are approximate only. Please check the event page on our online ticketing platform for the most up-to-date information.

Cashless Venues

The Empire Theatre has implemented a cashless policy for all purchases at all events (including outdoor events) in order to streamline the transaction process, reduce wait times, enhance security, and provide our guests with a more efficient and contactless experience.

Accepted forms of payment include:

• Credit cards (Visa, Mastercard, American Express)
• Debit cards
• Mobile/contactless payments (Apple Pay, Google Pay, Samsung Pay, and tap-enabled cards)

Accessibility and Support Persons

Our Venue is wheelchair accessible through the double doors located at 321 Front St. If you require accessible seating please contact the Box Office in advance by emailing at boxoffice@theempiretheatre.com or by phone at +1 (613) 969-0099 x 1, so that we can confirm your accommodation.

• Support persons are welcome and must have a valid ticket.
• Service animals are permitted with proper ID or documentation and can be accommodated in most aisle seating.

Door Opening Times

Doors for most events open one hour prior to the scheduled event time, unless otherwise noted on the event page. This is subject to change without notice.

Late Arrival

If you arrive after an event has begun, admission may be delayed until there is a suitable break in the performance, this is at the sole discretion of The Empire Theatre. There is no guarantee of seating after the event has started, and missed portions of events are not eligible for refunds or exchanges.

For all Experiences, participants must arrive no less than 10 minutes prior to the scheduled start time noted in the event description on our online ticketing platform. Late arrivals may be denied entry at the discretion of the Venue or event organizer, with no refunds or exchanges issued.

Scent Sensitivities Policy

While patrons are encouraged to avoid scented products, a scent-free environment cannot be guaranteed.

If needed, speak with the Theatre Manager for alternative seating options.

Bag Checks & Searches

For the safety and security of all ticket holders, artists, performers, and staff, The Empire Theatre (and any associated outdoor events, such as Rockfest) reserves the right to inspect all persons, bags, packages, and belongings upon entry. Ticket holders are encouraged to arrive early to allow time for screening and are to bring as few items as possible.

We appreciate your cooperation in helping ensure an enjoyable experience for all ticket holders.

Seating

For the safety of all ticket holders standing on the seats, in the aisles or at the back of the Venue is not permitted

The Empire Theatre makes every reasonable effort to inspect, maintain, and ensure that all seating in the venue is in good working order and safe for use prior to each performance. However, due to unforeseen circumstances damaged seats can be overlooked. Please approach a staff member to let them know your seat cannot be used for the event and every effort will be made to provide you with alternative seating.

The Empire Theatre reserves the right, at its sole discretion, to relocate ticket holders to the best available alternative seating subject to availability.

Ticket holders acknowledge that relocation may be necessary for operational or health & safety reasons and agree that The Empire Theatre shall have no liability for any inconvenience caused. No refunds, partial refunds, exchanges, credits, compensation, or reimbursement of any kind (including for travel, accommodation, or other expenses) will be provided solely due to such relocation or seating issues.

TICKETS

Except as stated in these Terms & Conditions, tickets are not transferable, refundable or exchangeable. You agree not to attempt to evade, avoid, or circumvent any refund prohibitions in any manner with regard to the ticket, including, without limitation, by seeking a “chargeback” from the company whose credit card you used to purchase the ticket.

All orders are subject to credit card authorization and billing address verification. Tickets are not redeemable for cash.

Make sure you purchase a ticket, through an authorised agent, for everyone attending the performance/event. The ticket is valid only for the seat and event for which it is issued. Everyone attending ticketed performances must possess a valid ticket. Each ticket’s barcode only allows one entry per scan and cannot be used for re-entry once initially scanned.

The email address and phone number submitted at the time of purchase shall be used exclusively for communications regarding event changes or cancellations.

Free and general admission events are limited to the capacity of the Empire Theatre. General admission and standing room tickets are given access at the Venue upon arrival on a first-come, first-seated basis

For those wishing for pick-up at the box office, tickets may only be picked up by the cardholder of the card used to purchase the tickets (no third party pick-up). The cardholder must present the credit/debit card used for purchase. Photo ID will be required.

PRICING

All references to prices or fees in this agreement are in Canadian dollars. Prices are subject to change without notice.

CANCELLATIONS & POSTPONEMENTS

The Empire Theatre reserves the right, at its sole discretion, to cancel any event for any reason, including but not limited to artist or performer illness, inclement weather, technical issues, low ticket sales, or other circumstances beyond or within our control. In the event of such a cancellation by the Venue, we are not obligated to reschedule the event, but eligible ticket holders will receive a full refund in accordance with our standard refund provisions (issued exclusively to the original method of payment). No additional compensation will be provided.

In the event of a cancellation or postponement, ticket holders will be notified about any rescheduled dates or refund policies to the contract information provided at the time of purchase. For any inquiries please contact the box office by email at boxoffice@theempiretheatre.com or by phone at +1 (613) 969-0099.

In the event that a show is postponed or rescheduled, your original tickets will automatically be valid for the new date (unless otherwise specified). You will be notified of the new date and any additional details via the email address and/or phone number provided at the time of purchase.

If you are unable to attend the rescheduled date, you may request a refund within the timeframe specified in the postponement notification depending on the event. Approved refunds will be issued exclusively to the original method of payment used at the time of purchase. No refunds will be issued in cash, by check, or to any alternate payment method, account, or individual.

Refunds take time to process and will be processed typically within seven (7) business days from the date of the notification of cancellation.

REFUNDS & EXCHANGES

All sales are final, tickets are non transferable, non refundable or exchangeable unless an event has been cancelled or postponed.

All approved refunds will be issued to the verified original purchaser via the original method of payment used at checkout (e.g., credit card, debit card). However, The Empire Theatre reserves the right, at its sole discretion, to issue refunds in the form of a venue Gift Certificate — including, but not limited to, situations where original purchase details cannot be verified, physical ticket stubs are unreturned or unavailable, or in the case of unexpected event disruptions. No refunds will be issued in cash, by check, or to an alternate third-party account or individual.

This policy ensures that refunds are processed securely and directly to the original purchaser, helps prevent ticket scalping and unauthorized transfers, reduces the risk of fraud, and allows for accurate tracking within our system.

To facilitate smooth processing of any potential refund and to verify your identity as the original purchaser, it is essential that you provide accurate and complete information at the time of purchase, including your full name, email address, phone number, billing address (including postal code), and any other required details. We are not responsible for issues arising from inaccurate or incomplete information provided during checkout. Please double-check all details before completing your purchase.

TICKET LIMITS

There may be ticket limits per show, which creates a maximum number of tickets that can be purchased per customer. In an effort to reduce unauthorized ticket resales, persons who exceed published ticket limits directly or indirectly may have any and all of their orders and tickets cancelled without notice by The Empire Theatre at its discretion. This includes orders associated with the same name, email address, billing address, credit card number or other information.

ENTRY POLICY & PROHIBITED ITEMS

At the sole discretion of the Empire Theatre management and staff they reserve the right to:

• Inspect and/or search all persons, packages, and bags entering the premises
• Remove any person from the facility if the person’s behaviour is considered dangerous or unacceptable
• Prohibit from entering or remaining on the premises any persons who appear to be intoxicated or under the influence of illegal substances

Prohibited Items

The following items are not permitted inside the Venue. This list is not exhaustive, and Venue management reserves the right to refuse entry or eject any ticket holder in possession of items deemed dangerous, inappropriate, disruptive, or unsafe. Confiscated items will not be returned or reimbursed.

• Weapons of any kind
• Illegal drugs, drug paraphernalia, or controlled substances
• Alcohol not purchased from Venue concessions
• Outside food or beverages (small empty reusable plastic bottles may be permitted at management's discretion)
• Glass bottles, cans, large containers, or hard-sided coolers
• Projectiles or potentially hazardous objects (e.g., rocks, chains, or items that could be thrown)
• Fireworks, flares, sparklers, incendiary devices, or pyrotechnics
• Air horns, noisemakers, or amplified devices
• Laser pointers or lights
• Inflatable items (e.g., balloons, beach balls)
• Aerosol cans or pressurized containers (including mace/pepper spray)
• Animals (except certified service animals)
• Large bags, backpacks, or oversized purses (small clutches or clear bags may be allowed—check event-specific guidelines)
• Professional cameras, video/audio recording equipment, detachable lenses, selfie sticks, or tripods
• Signs, flags, banners, clothing, symbols, or images considered vulgar, offensive, discriminatory, political, or likely to incite disruption
• Umbrellas (larger than 14 inches when collapsed)
• Drones or remote-controlled aircraft
• Chairs, stools, folding seats, or lawn chairs
• Full-face masks or costumes (except where expressly permitted for themed events)
• Attire or costumes deemed inappropriate, offensive, or disruptive by Venue management
• Bicycles, e-bikes, e-scooters, skateboards, hoverboards, or gas-powered vehicles
• Any other item deemed unsafe, inappropriate, or disruptive at the sole discretion of Venue security or management

We appreciate your cooperation in adhering to these guidelines to ensure a safe and enjoyable experience for everyone. Event-specific restrictions may apply—please check the event page on our online ticketing platform for additional details.

NO RE-ENTRY & TICKET SECURITY POLICY

No Re-Entry

A strict no re-entry policy is in effect for all events at The Empire Theatre. Once your ticket has been scanned and you have entered the Venue, you will not be permitted to exit and re-enter the building. There are no in-and-out privileges.

We understand this may be inconvenient for some ticket holders, but this policy is essential for the safety, security, and comfort of all attendees, as well as to prevent unauthorized ticket transfers and resale. Please plan accordingly and bring all necessary items with you upon initial entry.

Ticket Verification & Anti-Resale Measures

All tickets are uniquely numbered and scanned for verification upon entry. This allows us to log attendance and confirm the identity of the original purchaser if required.

Any attempt to gain entry (or re-entry) using a duplicated, reprinted, photocopied, or otherwise altered ticket will be refused. Such attempts may trigger an immediate investigation by Venue security and/or event staff.

Tickets are issued to the original purchaser only and are non-transferable. If, upon investigation (which may include verification of purchase records, payment method, or ID), it is determined that the original purchaser is not in attendance, The Empire Theatre reserves the right, at its sole discretion, to deny entry to or eject any or all individuals presenting those tickets, without refund or compensation.

These measures help ensure that tickets remain with the verified original purchasers, deter scalping and unauthorized resale, and maintain a secure environment for everyone. We appreciate your understanding and cooperation.

TICKET USE POLICIES

Tickets may not be used as prizes or contest giveaways, or for fundraising, promotional, or advertising purposes, without express written consent from The Empire Theatre. Such use will invalidate tickets.

EMPIRE INSIDERS PRE-SALE

Empire Insiders are customers who have subscribed to our email mailing list. As a benefit of being on the list, Insiders may be given early access to purchase a limited number of tickets for events before tickets go on sale to the general public.

When an Insider pre-sale is offered for an event, subscribers will receive an email notification containing a unique access code and instructions on how to purchase tickets during the pre-sale period.

Tickets purchased during the Insider pre-sale are subject to any per-order or per-person ticket limits that may be in effect for the event.

There is no guarantee of specific seat locations or that Insider pre-sale purchasers will secure the best available seats.

All tickets purchased during Insider pre-sales are subject to the same terms, conditions, refund policies, and event policies as tickets purchased during general sales.

Subscription to the mailing list is free and can be managed (including unsubscribing) via the link provided in any email received from The Empire Theatre.

Pre-sale access is not guaranteed for every event and is offered at the sole discretion of The Empire Theatre.

USE OF ELECTRONICS AND RECORDING

It is strictly prohibited to use any electronic device to record or transmit any audio, visual or audio-visual material or any information or data concerning the progress, conduct or any other aspect of any event, for any reason whatsoever unless authorized or permitted to do so by The Empire Theatre. Mobile phones used for strictly personal and private use are permitted. Any and all intellectual property rights in any unauthorized recording or transmission is assigned (by way of present assignment of future rights) to The Empire Theatre. The Empire Theatre reserves the right to undertake anti-piracy measures and eject any person who is recording or photographing without authorization from The Empire Theatre and to report any unauthorized recording to law enforcement, which may subject that person to criminal and civil liability. The Empire Theatre reserves the right to film or record its events and activities for its own promotional purposes.

Camera flashes are very disruptive and may not be used at any time.

Cameras with detachable lenses are strictly prohibited.

Management reserves the right to confiscate any filmed content taken during an event.

ALCOHOL

Our goal is to promote responsible alcohol service and enhance fan safety and enjoyment. The Empire Theatre bar staff are trained in responsible alcohol management.

Rules and Regulations Governing Alcohol Management (subject to change without notice):

• Alcohol from outside the building cannot be brought into the Venue.
• Any person found inside the Venue with alcohol not purchased in The Empire Theatre will be escorted out of the Venue and prevented reentry.
• A person may not enter the Venue in an intoxicated state.
• Intoxication in a public place is a criminal offence.
• Any person found on the Venue in an intoxicated state will be removed from the premises.
• Any person purchasing, possessing, or consuming alcohol must be 19 years of age or older and must be able to produce an acceptable photo I.D. proving their age.
• Acceptable forms of photo I.D. at The Empire Theatre are a valid driver’s license; Age of Majority Card; Armed Forces Card; Passport; Canadian Citizenship Card; MTO Issued Photo ID; Canadian Permanent Resident Card; and Native Status card.
• The Empire Theatre reserves the right to ask for more than one piece of acceptable form of photo I.D.
• Out-of-province ID must be accompanied by a second form of government-issued ID
• 2 drinks per Person per transaction
• Guests enjoying alcoholic beverages are strongly encouraged to arrange safe, alternative transportation home. You are welcome to leave your vehicle in the Empire Square parking lot overnight (small fee applied) for your safety; please ensure your vehicle is retrieved by 10:00 AM the following morning.

Alcohol Service Cut-off Times:

All Events – Management Discretion

CODE OF CONDUCT

The Empire Theatre is committed to providing a safe, inclusive, and enjoyable environment free of discrimination and harassment across all of our facilities, including the theatre, Empire Square, and surrounding parking areas. Everyone is welcome and deserves to be treated with courtesy and respect by staff, performers, and fellow guests. The Empire Theatre enforces a strict zero-tolerance policy regarding any mistreatment, unsafe behavior, unlawful conduct, or acts of intolerance. Specifically, sexual harassment, propositioning, unwelcome advances, or inappropriate behavior directed toward Empire Theatre staff, volunteers, performers, or patrons will not be tolerated under any circumstances.

To maintain these standards, The Empire Theatre reserves the right, at its sole and absolute discretion, to determine what constitutes objectionable, disruptive, offensive, political, or discriminatory behavior, attire, language, or messaging. Interpretations of venue rules and decisions made by management regarding guest entry, conduct, permitted symbols, or ejection are final. The Empire Theatre reserves the right to refuse admission to, or expel from the premises without refund, any individual whose presence or conduct violates these policies or interferes with the safety, comfort, or enjoyment of others during an event or in any interaction with venue personnel (including by phone).

Accordingly, the following conduct is strictly prohibited across all facilities, parking lots, and areas controlled by The Empire Theatre:

• Zero Tolerance for Harassment: Any form of verbal, physical, or sexual harassment, unwanted sexual attention, propositioning, or inappropriate behavior directed toward Empire Theatre staff, volunteers, performers, or patrons will not be tolerated. The Empire Theatre enforces a zero-tolerance policy; any individual engaging in this behavior will be immediately ejected from the venue without a refund and may be permanently banned from future events.
• Respectful & Safe Environment: Engaging in disruptive, unruly, threatening, abusive, or violent behavior, or any act that presents a risk to the safety or enjoyment of staff, performers, or fans.
• Discriminatory Language & Gestures: Using language, making gestures, or displaying items (signs, symbols, images, flags, clothing, banners) that are threatening, vulgar, discriminatory, abusive, or inciteful, including on the basis of race, ethnicity, national origin, religion, gender, gender identity, ability, and/or sexual orientation.
• Compliance with Staff: Failing to promptly follow instructions or requests from Venue staff regarding operations, facility policies, emergency procedures, or safety interventions.
• Illegal Conduct: Engaging in any illegal activity within or surrounding the Venue.
• Property Damage: Conduct that results in damage to, destruction of, or vandalism of the Venue or personal property of others.
• Political & Commercial Displays: Displaying signs, symbols, images, or messaging that are deemed political, divisive, related to a foreign conflict, or intended for unauthorized commercial purposes or protest.
• Commercial Activity: Engaging in any commercial activity or solicitation not authorized in writing by the Empire Theatre.
• Alcohol & Impairment: Irresponsible use, excessive impairment from alcohol or other substances, possession of alcohol by a minor, providing alcohol to a minor, or bringing outside alcohol into the Venue.
• Smoking & Vaping: Smoking or using e-cigarettes/vaporizers anywhere inside the venue or outside designated areas.
• Ticketing & Access: Entering or attempting to enter the Venue or restricted areas without a valid ticket, or sitting in a location other than the seat designated on the ticket.
• Objects & Safety Hazards: Throwing objects of any kind, possessing prohibited items, or failing to return a ball/object that enters the spectator area.

COMPLIANCE WITH POLICY

Failure to abide by this Code of Conduct is subject to sanctions at the discretion of The Empire Theatre, which may include expulsion from the premises, arrest, prosecution and banishment from any or all Empire Theatre venues whether or not a warning is issued. Any individual who conducts themselves in an extremely disruptive or dangerous manner or commits multiple violations during a 12-month period, may be banned from attending any and all events hosted by the Empire Theatre for up to a year or longer.

Ticket holders who are removed from the premises will have their tickets revoked and will not be compensated in any way.

Venue staff have been trained to intervene when necessary to help ensure a safe and comfortable environment. Guests are encouraged to report any violations of this Code of Conduct or any inappropriate behaviour to the nearest manager, security guard, employee or box office at boxoffice@theempiretheatre.com or call us at +1 (613) 969-0099.

The Empire Theatre thanks you for adhering to this Code of Conduct and for making each event special and memorable to you and your fellow ticket holders.

RISKS AND CLAIMS

You acknowledge and voluntarily assume all risks, for any ticket holders of tickets purchased by you, associated with attending the event, including but not limited to the risk of property loss and/or damage, personal illness, injury or death arising or resulting from any cause whatsoever whether occurring prior to, during or after the event

You hereby waive, release and forever discharge all claims against The Empire Theatre, its affiliates, programming partners, employees, agents, and representatives from any and all claims, liabilities, demands, actions, and/or expenses that you or any ticket holder may have against the above parties arising out of or relating to any such injury, illness, death, loss, damage, or harm.

This waiver and release applies regardless of the cause, including risks known or unknown and those arising from the negligence of the above parties or other attendees.

The maximum liability of The Empire Theatre to you under any theory of law, including contract or tort, shall not exceed the amount of the fee paid by you for the ticket.

CONTACT US

If you have any questions regarding your order, event details, or these policies, please contact the Box Office by email at boxoffice@theempiretheatre.com or by phone at +1 (613) 969-0099.

TERMS & CONDITIONS

All terms and conditions outlined in this document are subject to change without notice.