Box Office & Ticket Policy
Last updated: September 2026
These policies apply to tickets, subscriptions, and other purchases made through the Ottawa Symphony Orchestra (OSO) Box Office and our official ticketing and payment platforms.
By completing a purchase, you acknowledge and accept the terms of sale presented at checkout and the applicable Ottawa Symphony Orchestra Box Office & Ticket Policy.
Official Box Office
Tickets for Ottawa Symphony Orchestra performances should be purchased through the OSO website and our official ticketing provider, Showpass.
Tickets purchased through unauthorized third-party websites, resale platforms, or individuals are not managed by the OSO. We cannot guarantee their validity and may not be able to replace, exchange, or otherwise service them.
For assistance with a purchase or existing order, please contact the OSO Box Office.
Ticket Prices & Fees
All prices are listed in Canadian dollars.
Unless otherwise stated, prices displayed on the OSO website are exclusive of applicable taxes and ticketing fees. Your complete order total will be displayed before checkout.
Please review your order carefully before completing your purchase, including:
performance;
date and time;
number of tickets;
seating location;
ticket type; and
order total.
Once your order has been completed, review your confirmation and contact the Box Office as soon as possible if you notice an error.
Current ticket prices and available ticket programs can be found on our Tickets & Box Office page.
Payment
Online transactions are processed through the OSO's authorized ticketing and payment systems, including Showpass.
Available payment methods are displayed at checkout.
For your security, never send complete credit or debit card information by email. OSO staff will not ask you to email your full card number, expiry date, or security code.
Order Confirmation & Ticket Delivery
A purchase is complete once payment has been successfully processed and an order confirmation has been generated.
Your confirmation and tickets will be sent to the email address associated with your order.
Please retain your confirmation until after the performance.
If you do not receive a confirmation after completing your purchase, check your junk or spam folder before placing another order. Do not purchase the same tickets a second time simply because you have not received an email confirmation.
Contact the Box Office if you are unsure whether your transaction was successful.
Refunds
All sales are final. Tickets are non-refundable.
Refunds will normally only be provided when:
a performance is cancelled by the Ottawa Symphony Orchestra;
the OSO identifies a Box Office or payment-processing error requiring a refund; or
a refund is required by applicable law.
Personal circumstances, illness, inability to attend, travel difficulties, weather, or other circumstances affecting a patron's ability to attend do not normally qualify for a refund.
Approved refunds will normally be returned to the original method of payment. Processing times may vary depending on the financial institution and payment processor.
Ticket Exchanges
Subscribers
Subscribers may exchange tickets between eligible Ottawa Symphony Orchestra performances within the same season, subject to availability.
Subscriber exchanges are free of charge.
If exchanging into a higher-priced seat or performance, the difference in price must be paid. No refund or credit will be provided when exchanging into a lower-priced ticket.
Exchange requests must be made before the original performance. Tickets for past performances cannot be exchanged.
Single Tickets
Single-ticket sales are final and exchanges are not normally permitted.
Exchange requests submitted before the performance may be considered on a case-by-case basis, subject to availability. Approval is at the discretion of the Box Office and is not guaranteed.
Tickets cannot be exchanged after the performance has taken place.
To request an eligible exchange, please contact the OSO Box Office.
Missed Performances
Tickets for past performances have no cash value.
Refunds, credits, and exchanges are not provided for missed performances.
If you know in advance that you cannot attend, contact the Box Office before the performance to determine whether any options are available under the terms applicable to your ticket.
Cancelled Performances
If the Ottawa Symphony Orchestra cancels a performance, affected ticket holders will be contacted using the information associated with their order.
Depending on the circumstances, the OSO may offer transfer to a rescheduled performance, exchange into another eligible performance, credit, or a refund.
Instructions and any applicable deadlines will be communicated directly to affected ticket holders.
Postponed or Rescheduled Performances
If a performance is postponed or rescheduled, existing tickets will normally remain valid for the new date.
Affected ticket holders will receive information about the rescheduled performance and any available options.
Programs, Artists & Performance Changes
Programs, repertoire, artists, conductors, musicians, and other production elements are subject to change.
Changes to repertoire, artists, personnel, or other program elements do not constitute a cancellation and do not normally qualify for a refund.
Seating
Reserved seating is subject to availability.
The seat identified on your ticket is your assigned seat unless otherwise directed by the OSO or venue staff.
The OSO may relocate patrons when reasonably necessary because of production requirements, accessibility needs, safety considerations, or changes to the seating configuration.
When relocation is necessary, we will make reasonable efforts to provide comparable or better seating.
Late Seating
Please arrive with enough time to enter the venue and take your seat before the performance begins.
Latecomers may be required to wait until an appropriate break in the performance before entering the hall and may temporarily be seated in an alternate location.
Some performances or program segments may not permit late seating. Late arrival does not qualify for a refund.
For information about arriving at the venue, accessibility, parking, food and drink, and what to expect at a performance, please visit Plan Your Visit.
Accessibility
We want OSO performances to be accessible to as many patrons as possible.
Accessibility varies by venue. Patrons should consult Plan Your Visit and the applicable event information when planning their visit.
At Carleton Dominion-Chalmers Centre, designated wheelchair spaces are available on the Orchestra Level. The Balcony Level is accessible by stairs only and is not accessible by elevator.
If you require wheelchair seating, step-free access, companion or caregiver assistance, or another accommodation that is not clearly available when purchasing online, please contact the Box Office.
Companions & Caregivers
If you require the assistance of a companion or caregiver to attend a performance, please contact the Box Office for assistance with your ticket purchase.
Additional information about accessibility and attending an OSO performance is available on our Plan Your Visit page.
Under 30 Tickets
The OSO Under 30 program provides special pricing for patrons under 30 years of age.
Each person using an Under 30 ticket must be under 30 on the date of the performance. The purchaser does not need to be under 30.
Under 30 inventory and eligible seating may vary by performance.
Proof of age may be requested at the venue.
Visit our Under 30 page for current pricing and complete program information.
Child Tickets
Child tickets are available for children 12 and under at eligible Ottawa Symphony Orchestra performances.
Each person using a Child ticket must meet the age requirement.
Where Child tickets are offered, they are available across all seating sections.
Current Child ticket pricing is available on our Tickets & Box Office page.
Children & Age Recommendations
Age recommendations may vary by concert and will be identified on the applicable event page where relevant.
Unless otherwise indicated, every patron occupying a seat requires a valid ticket.
Parents and guardians are responsible for determining whether a performance is appropriate for their child.
Subscriptions
OSO subscriptions provide tickets to the eligible concerts identified as part of the applicable season subscription package.
Subscriptions are subject to seat availability and are available only during the published subscription sales period.
Subscribers receive fee-free exchanges between eligible OSO performances within the same season, subject to the exchange conditions outlined in this policy.
Subscription pricing, included performances, and current information are available on our Subscriptions page.
Promotions & Discount Codes
Promotional offers, discount codes, and access codes are subject to availability and may:
have specific eligibility requirements;
be limited to particular performances, sections, or ticket types;
have an expiry date;
be limited in quantity;
be non-combinable with other offers; and
be unavailable for retroactive application to completed purchases.
The introduction of a later promotion does not entitle previous purchasers to a refund or price adjustment.
Private promotional or access codes should not be publicly shared.
The OSO reserves the right to cancel or restrict codes used fraudulently or contrary to the conditions of an offer.
Complimentary Tickets
Complimentary tickets have no cash value and are non-refundable.
Exchanges or transfers of complimentary tickets are at the discretion of the OSO and subject to availability.
Unused complimentary tickets do not generate a credit.
Ticket Transfers
Where ticket-transfer functionality is available through the OSO's ticketing platform, eligible tickets may be transferred to another person.
The purchaser is responsible for ensuring that the intended recipient receives the correct ticket.
The OSO is not responsible for private financial arrangements between patrons.
Ticket Resale
Tickets may not be resold for commercial purposes without authorization from the Ottawa Symphony Orchestra.
The OSO does not guarantee the validity of tickets obtained through unauthorized resale websites, marketplaces, or individuals.
Tickets obtained or distributed through fraud, unauthorized resale, or misuse of a promotional program may be cancelled without compensation.
Barcode & Ticket Security
Do not publicly share photographs or screenshots displaying your ticket barcode or other admission credential.
Each valid ticket credential permits admission according to the conditions attached to that ticket.
The OSO is not responsible for tickets copied, transferred, or distributed by the purchaser.
Duplicate or Incorrect Charges
If you believe you have been charged twice or charged an incorrect amount, contact the Box Office as soon as possible.
Please include your name, order number if available, transaction date, amount charged, and a brief description of the issue.
Do not send complete payment-card information by email.
The OSO will investigate and correct verified Box Office or payment-processing errors.
Payment Disputes
If you do not recognize an OSO transaction or believe a payment was processed incorrectly, please contact the Box Office so that we can investigate the transaction.
If a payment dispute or chargeback has already been initiated through your financial institution, please let us know when contacting us so that the same transaction is not refunded twice.
The OSO may provide relevant transaction and order records to its payment processor or financial institution when responding to a payment dispute, as permitted by law.
Privacy & Order Information
The OSO collects information necessary to process purchases, deliver tickets, administer subscriptions, provide customer service, and communicate important information about performances.
The contact information associated with an order may be used for transactional communications, including:
order confirmations;
ticket delivery;
subscription administration;
performance changes or cancellations;
venue or accessibility information; and
other information necessary to fulfill the purchase.
Marketing communications are managed separately in accordance with applicable requirements.
Payment information is processed through authorized payment and ticketing systems. Complete payment-card credentials should never be sent to the OSO by ordinary email.
Technical Issues & Ticket Availability
Ticket availability displayed online can change rapidly.
Selecting a seat or adding a ticket to a cart does not guarantee the ticket until the transaction has been successfully completed.
If Showpass, a payment processor, or another required service experiences a technical interruption, the OSO may temporarily pause sales or provide an alternate purchasing process.
If you experience an error while purchasing, verify your order and payment status before attempting the same transaction again.
Pricing & Box Office Errors
The OSO makes reasonable efforts to ensure that ticket prices, performance information, and inventory are accurate.
If a material pricing, inventory, or technical error occurs, the OSO reserves the right to correct it.
If an affected order cannot reasonably be fulfilled, the OSO may provide an appropriate replacement, credit, or refund.
Patron Conduct & Admission
The OSO and its venues reserve the right to refuse admission or remove a patron when reasonably necessary for safety, security, or serious disruption of a performance or other patrons.
Patrons must comply with applicable venue policies.
A patron removed for inappropriate, unsafe, or prohibited conduct does not normally qualify for a refund.
Changes to These Policies
The OSO may update these policies as our programs, ticketing systems, and operations evolve.
The policies in effect at the time of purchase will generally govern that transaction, except where a change is required by law or is more favourable to the patron.
Performance-specific terms communicated at the time of purchase may supplement these policies.
Contact the Box Office
Questions about tickets, subscriptions, exchanges, accessibility, or an existing order can be directed to the Ottawa Symphony Orchestra Box Office.
When contacting us about an existing purchase, please include your order number whenever possible.
Please never send complete credit or debit card information by email.