Frequently Asked Questions

Below is a list of our most frequently asked questions. Please contact us if you are unable to find an answer to your question.

I have tickets for an upcoming event and am not feeling well. Can I get a refund?

We have changed our refund/exchange policy for tickets. Patrons are encouraged not to attend an event if they are feeling unwell. Under our new healthy visit policy, illness refunds will be processed beginning three days prior to an event. If notice is given later than 5:00 p.m. the day before the event, the refund will be on account for a future performance.

What happens if there is a winter storm on the event day?

Events will proceed if the performers can reach the theatre. In the event an event needs to be cancelled an alert banner will be visible on the website homepage, event calendar listing, social media, and ticket holders will be emailed with re-schedule or refund information.

Notice: Effective December 22, 2025 the weather cancellation policy regarding travel advisories has been suspended. We have returned to a policy consistent with other professional venues in the area where no refunds are permitted. We regret that our attempts to support our patrons with flexibility has led to confusion.

For your safety and to ensure you reach the theatre on time we encourage you to check road conditions at 511on.ca

How do I reach someone attending or participating in an event if there is an emergency?

Please dial 1-800-265-0710 and follow the instructions.

Do you have a lost and found?

Please complete this form to let us know you have lost something.

How can I tell if a date is available for rent?

Please complete this form to request available rental dates.

What does it cost to rent the theatre or lobbies?

Visit our Rent Our Space page or complete a form for specific costs.

I am a performer or represent a performer and would like to perform at the Sanderson Centre. Who do I contact?

Please complete this form and a staff member will respond.

Who do I contact with a complaint?

Please complete this form and the theatre manager will respond.

Is it possible to receive giveaways for a charitable event I am involved in?

Limited numbers of donations are available for local organizations. Email your donation request to our Client Services Supervisor.

Do you have senior discounts?

Many performances include a senior discount price, but some rentals do not. Please check the individual ticket purchase link or ask at the box office.

At what age does the senior discount begin?

Senior discounts begin at age 60.

Are you hiring?

Please visit the City of Brantford's Careers page for a full listing of current opportunities.

Do you offer group or individual tours of the theatre?

Yes, we do. We try to accommodate drop-ins during box office hours, subject to our activities and staff availability. For large groups or to confirm access in advance, please contact us to arrange a tour of the theatre.

What is the order charge?

The order charge of $6.75 covers the cost to fulfill your ticket request: it applies per order and not to each individual ticket purchased. It is applied to orders placed via our website or over the phone with one of our ticketing agents. The charge does not apply to orders placed in person at the box office.

What are the delivery charges?

The Sanderson Centre offers various means of delivering our tickets to our customers, and these vary depending on how much time is left before the event. The per-order delivery charge varies depending on the delivery method that you select. Will call can be picked up anytime the box office is open, up to 30-60 minutes past curtain time.

Email (print at home or mobile) – Free
Will Call at Box Office – Free
Mail delivery – $6.75