The Citadel Theatre is committed to protecting the privacy of the personal information of its employees, Directors, Governors, patrons, donors and other stakeholders. We value the trust of those we deal with, and of the public, and recognize that maintaining this trust requires that we be transparent and accountable in how we treat the information that you choose to share with us.

During the course of our various activities we must gather and use personal information. This information is carefully protected and any use of or other dealing with this information is subject to consent. The Citadel Theatre does not share, trade or sell personal information.

PRIVACY PRACTICES

Personal information gathered by our organization is kept in confidence. Our personnel are authorized to access personal information based only on their need to deal with the information for the reason(s) for which it was obtained. We ensure that any service providers to whom we disclose personal information have appropriate privacy protection practices in place to protect your information.

We collect, use and disclose personal information only for purposes that a reasonable person would consider appropriate in light of the circumstances. Individuals are offered the opportunity to opt not to have their information used for purposes beyond those for which it was explicitly collected.

The Citadel makes every reasonable effort to ensure the accuracy of the information held. Individuals are entitled to examine the information held about themselves subject to the restrictions provided by law.

Questions, concerns or complaints relating to the Citadel Theatre’s privacy policy or the treatment of personal information should be emailed to jvanrijn@citadeltheatre.com.

THE CITADEL THEATRE PRIVACY POLICY

TICKET PURCHASERS

The Citadel Theatre respects your privacy. We protect your personal information and adhere to all legislative requirements with respect to protecting privacy. We do not rent, sell or trade our mailing lists. We do use service providers to assist with processing ticket purchases, and your personal information may be disclosed to these service providers for that purpose. The personal information disclosed to these services providers could be stored in the United States. The information you provide will be used to process your ticket purchase, contact you when necessary regarding programming changes and to keep you informed and up to date on the activities of the Citadel Theatre. As the Citadel is a not-for-profit organization, you may occasionally be contacted with regards to special events or fundraising opportunities. If, at any time, you wish to be removed from any of these contacts simply call us at 780.425.1820 or email boxoffice@citadeltheatre.com and we will gladly accommodate your request.

We may also use service providers who assist with the provision of electronic tickets. You may be directed to an external website of the service provider in order to access these services. Any information you enter into the services provider’s website will be governed by its privacy policy. We encourage you to review that privacy policy to understand how your personal information will be collected, used and disclosed.

DONORS

The Citadel Theatre respects your privacy. We protect your personal information and adhere to all legislative requirements with respect to protecting privacy. We do not rent, sell or trade our mailing lists. The information you provide will be used to provide tax receipts and to keep you informed and up to date on the activities of the Citadel Theatre. If, at any time, you wish to be removed from any of these contacts simply call us at 780.425.1820 or email boxoffice@citadeltheatre.com and we will gladly accommodate your request.

SPECIAL EVENTS

The Citadel Theatre respects your privacy. We protect your personal information and adhere to all legislative requirements with respect to protecting privacy. We do not rent, sell or trade our mailing lists. The information you provide will be used to keep you informed and up to date on the activities of the Citadel Theatre. As the Citadel is a not-for-profit organization, you may occasionally be contacted with regards to other special events or fundraising opportunities. If, at any time, you wish to be removed from any of these contacts simply call us at 780.425.1820 or email boxoffice@citadeltheatre.com and we will gladly accommodate your request.

RAFFLES

The Citadel Theatre does not sell, trade or otherwise share our mailing lists. We treat your personal information with respect. The information you provide will be used to issue tax receipts, contact prize winners where applicable and keep you informed of other event or fundraising opportunities. If, at any time, you wish to be removed from any of these contacts simply call us at 780.425.1820 or email boxoffice@citadeltheatre.com and we will gladly accommodate your request.

Tickets are final sale (No Refunds)

Patrons may make exchanges up until 24 hours before their scheduled performance, for any other date of the same show. For Casual Tickets there is a $5 (+GST) exchange fee per ticket. Season Ticket Holders do not pay this fee. Additionally, if moving into a date or seat location with a higher price, the difference will be charged at the time of exchange.

Please note that performances are subject to change due to illness or other unforeseen circumstances. The Citadel Theatre’s response to canceled or rescheduled performances can vary depending on the needs of each specific production. If there are changes to your performance The Citadel Theatre will make every effort to inform you of the change and your options. 

The Citadel Theatre typically does not allow babes-in-arms or children under 5 years of age into our theatres. Please see individual play descriptions for specific age recommendations.

Please note that the Foote Theatre School (FTS) follows separate policies regarding refunds, exchanges, cancellations and age restrictions.

Full payment must be made at the time of registration. Please contact the Box Office for details. Registration is available online or by phone. Cancellations up to 7 days before the first class will receive a refund of the course price, minus a $50 processing fee. It is important to note that there will be no refunds after that time. Please note that there is a $25 processing fee to transfer from one class to another if within 7 days prior to the start of the class. Foote Theatre School (FTS) reserves the right to cancel any class with insufficient enrolment. In that event, we will try to place the student in another FTS class or a full refund will be provided.

Classes are filled on a first-come, first-served basis. Once a class is full, registrants will be placed on a waiting list in the order they are received.

All Theatre School classes are age-specific. Any exceptions to age limits or application procedures must be approved by the Director of Education and Outreach.

Please direct any questions or inquiries about the Foote Theatre School Program to theatreschool@citadeltheatre.com.

The Citadel Theatre is committed to creating an experience in which our patrons (any person using Citadel Theatre facilities, not employed or contracted by Citadel Theatre) feel safe, welcomed, and supported. As part of this commitment, patrons have a right to expect an environment where:

• Patrons will be treated in a consistent, professional, and courteous manner by all Citadel Theatre staff and volunteers.
• Patrons will be shown respect for their diversity, which includes age, abilities, culture, ethnicity, sex, gender identity, gender expression, language, physical characteristics, race, religion, socio-economic status, spirituality, and values.
• Patrons will enjoy every event free from inappropriate disruptive behavior from other guests, including heckling, foul or abusive language or obscene gestures.
• Patrons will consume alcoholic beverages in a responsible manner and in accordance with Alberta Gaming, Liquor & Cannabis guidelines and regulations. In instances where intervention with an impaired, intoxicated, or underage patron is necessary, such intervention will be handled in a prompt and safe manner by qualified Citadel Theatre staff.
• Patrons will sit only in their ticketed seats during events with assigned seating (unless otherwise directed by Citadel staff) and show their tickets when requested.
• The Citadel Theatre is a smoke-free building. This includes e-cigarettes, personal vaporizers, and cannabis. Smoking is permitted outside the building 10m away from doors or air intakes as per City of Edmonton regulations. Reentry is permitted.
• Patrons will enjoy Citadel Theatre spaces and materials as intended, without destruction, damage, or defacement. Sleeping in public spaces is prohibited.
• Patrons will not display any obscene or indecent messages or images on signs or clothing.
• Patrons will comply immediately with requests from Citadel Theatre staff regarding facility operations and emergency response procedures.
• Patrons will also be responsible for their own experience by reporting inappropriate behavior to any Citadel Theatre staff member or volunteer.
• Patrons will not distribute any type of advertisement (flyers, brochures, etc) on Citadel Theatre property, nor solicit, canvass, or sell unauthorized goods or services.

Conditions of Admittance:

The following conditions are in place to ensure that patrons enjoy a safe and memorable experience at Citadel Theatre:

• Please keep your ticket for inspection before entering and during the event.
• For patrons’ safety, premises are monitored by video cameras. Patrons’ movements may be monitored and recorded.
• Photography, audio, and video recording is expressly prohibited at most Citadel Theatre events due to licensing. Patrons found to be recording a prohibited performance will be asked to delete any recorded media and may be asked to leave the performance. When in doubt of whether a performance allows photography, audio, or video recording, patrons are encouraged to ask any member of Citadel Theatre staff.
• Patrons should remain seated during events, unless standing is considered acceptable for that particular event (concert, relaxed performance, etc). Standing is also allowed if requested by performers or if most of the audience is standing, such as during a standing ovation. Standing on seats or any other building structure is not permitted.

Patrons will be asked to leave The Citadel Theatre for the following:

• Attempting or gaining access to restricted/non-public areas, including, but not limited to, the Box Office, backstage areas, theatres not in use for a specific event, administrative areas, or other staff-only areas such as lobby bars or storage rooms.
• Inappropriate physical contact with Citadel Theatre staff, volunteers, performers, clients, or other patrons.
• Inappropriate conduct, verbal or physical, directed towards Citadel Theatre staff, volunteers, performers, clients, or other patrons.
• Throwing objects.
• Violence or threats of violence.
• Discriminatory behavior of any kind.
• Use or possession of a banned substance/materials.
• Failure to comply with Citadel Theatre staff warnings.
• Any other criminal behavior.

The Citadel Theatre’s contracted security agency, ACM, has been trained in de-escalation techniques and will intervene where necessary to ensure that the above Code of Conduct is followed. Patrons are strongly encouraged to report any instances of breach of the Code of Conduct to the nearest Citadel Theatre staff member, volunteer, or member of ACM.

For the safety of everyone, a patron may be denied entry if they are:

• Appear to be intoxicated or impaired by alcohol or cannabis.
• In possession of or appear to be impaired due to illegal substances.
• Wearing obscene clothing or lacking a shirt, bottoms, or footwear.
• In possession of alcoholic beverages not sold by Citadel Theatre, professional recording devices (unless expressly permitted by The Citadel Theatre), laser pointers, weapons, unauthorized signs or banners, noise makers, or any other prohibited item as deemed inappropriate by Citadel Theatre staff.
• Engaged in conduct deemed by Citadel Theatre staff to be inappropriate to the smooth, organized, and respectful conduct of events (including but not limited to excessive noise, heckling, or any behavior that distracts or interferes) or that may be unsafe.

EXPECTATION OF CONDUCT WHEN ENGAGING WITH CITADEL THEATRE – IN PERSON, PHONE, OR ONLINE

The Citadel Theatre has a zero-tolerance policy for threats, profane language, aggressive behavior or abuse towards staff or others, whether in person, on the phone or through written communication such as letters, email, survey responses, or on our social media accounts. Such conduct may result in patrons being asked to leave the premises, phone calls being politely ended, social media users being blocked, or other appropriate measures being taken.

ADHERENCE

Patrons who do not adhere to the above parameters will be subject to ejection without refund and may also be in violation of City of Edmonton ordinances resulting in possible arrest and prosecution. Season Ticket Holders are subject to having their season subscription revoked without refund. Ticket Holders are subject to having their tickets revoked without refund.

Thank you for your cooperation in ensuring a safe and inclusive environment for all Citadel Theatre stakeholders.