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COVID-19: Frequently Asked Questions

When will the office re-open?

Our office is currently closed indefinitely due to the COVID-19 outbreak, but staff are working remotely. We will open our doors as soon as it’s safe and recommended to do so.

 

Refund on tickets?

Refunds have been processed for tickets purchased for the three canceled regular season games. These refunds have been processed by the Activa Box Office at the Aud.

COVID-19 TICKET REFUND POLICY

This policy is for the 2020/21 season only due to the uncertainty that has been created with the COVID-19 pandemic.

The process to be followed by Season Ticket Holders:

1. Process payments as previously scheduled for July 10th, 2020.
2. Once all return to play guidelines and procedures have been established by Federal, Provincial, Municipal Governments, and the League are announced, we will allow Season Ticket Holders the opportunity to cancel and receive a full refund for all monies paid should the Season Ticket Holder be uncomfortable with the guidelines established. For clarity, a Season Ticket Holder may be uncomfortable with any established social distancing protocol and therefore choose to cancel.
3. Upon announcement of the return to play guidelines and protocols, a Season Ticket Holder will have seven (7) days to respond to their option within this policy.
4. If canceling your 2020/21 tickets, you will be invited back as a Season Ticket Holder but will not be guaranteed the same seats for the 2021/22 season – should you choose to renew.

 

PLAYOFF PACKAGES

Playoff packages paid by credit cards have now been fully refunded to the original credit card on which the purchase was made. Payments made by debit/cash will be refunded by cheque by the City of Kitchener. The processing of these refunds has been completed.

 

FINAL THREE REGULAR SEASON CANCELLED  HOME GAMES

Season Ticket Holders who have already paid in full for their 2020-21 Season Tickets
If paid by credit card, the refund has been applied to the original credit card on which the payment was made. If payment was made by debit/cash, the refund will be made by the City of Kitchener by cheque. The processing of these refunds has been completed.

Season Ticket Holders who have made a renewal deposit for their 2020-21 Season Tickets
A credit has been applied to your account and will be applied against the balance owing before any final payments are processed.

Season Ticket Holders who have not yet renewed their 2020-21 Season Tickets
If your 2019-20 season tickets were paid by credit card, the refund has been applied to the original credit card on which the payment was made. If your payment was made by debit/cash, the refund will be made by the City of Kitchener by cheque. The processing of these refunds has been completed.

Individual Ticket Purchases 
If additional individual tickets were purchased by credit card, the refund has been applied to the original credit card on which the payment was made. If your payment was made by debit/cash, the refund will be made by the City of Kitchener by cheque. The processing of these refunds has been completed.

 

When will the Aud Box office re-open?

The Auditorium and the Aud Box office is currently closed. For further information with this closure, please visit the City of Kitchener website HERE.

 

Am I still able to shop online at Rangers Authentics?

Yes. Our online store is still open. Shipments may be slightly delayed, but purchases can still be made. Please visit rangersauthentics.com for further updates.