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Frequently Asked Questions

COVID-19

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 cancelled 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 cancelling 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 madePlease visit rangersauthentics.com for further updates.

Where can I get more information about the COVID-19 Virus?

For more information about the coronavirus, including precautions, symptoms, and an update on the situation in Canada, please contact the Public Health Agency of Canada or your local Public Health Unit.

Region of Waterloo

Public Health Agency of Canada

World Health Organization

Do fans have to wear masks at games?

The Kitchener Rangers are awaiting Federal, Provincial, and Local Government guidelines and procedures on how we can re-open safely. The safety and wellbeing of our fans, players, billets, staff, and community partners are our top priority.

The Kitchener Rangers Hockey Club is committed to ensuring that Rangers fans can enjoy the game of hockey in a safe and comfortable environment. Our organization is working closely with health and government officials to determine how to properly get back to business.

If masks are needed, we will ensure that information is relayed to you.

 

 

Season Tickets

What happens if regular season games or the 2020/21 season are cancelled?

The Ontario Hockey League is confident that the 2020/21 season will take place. If the season is shortened/altered in any way, Kitchener Rangers Seasons Ticket Holders will receive refunds/credits for games missed.

If paid by credit card, funds will be returned to the card used for purchase. If paid by Interac/cheque/cash, Season Ticket Holders will receive a cheque in the mail from the City of Kitchener.

What social distancing protocols will be in place? Will capacity at Rangers games be affected due to COVID-19?

The Kitchener Rangers are awaiting Federal, Provincial, and Municipal Government guidelines and procedures on how we can re-open safely. The safety and well-being of our fans, players, billets, staff, and community partners are our top priority.

Please be assured that our organization will continue relaying information about social distancing measures as they become available to us.

What is the team’s 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 cancelling 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.

As information becomes available, this FAQ page will be updated and sent out to Season Ticket Holders. 

 

 

General

Facility Upgrades

The Kitchener Rangers are pleased to announce the City of Kitchener has procured Athletica Sport Systems to upgrade the board & glass system in the Dom Cardillo Arena.

The Ontario Hockey League has adopted a policy for facilities to upgrade to a National Hockey League approved board & glass system by the 2021 season. The City of Kitchener continues to demonstrate its ongoing commitment to player & spectator safety by completing this initiative by the beginning of the 2019-20 season.

The new system has cutting-edge technology, featuring:
–    Soft Cap on top of the boards that absorb 96% more force than standard systems
–    Acrylic shielding with one-of-a-kind impact-absorbing design
–    Shielding and board systems flex upon impact easing strain on player’s bodies
–    Curved acrylic on ends of benches

Smoke Free Ontario Act

The Smoke Free Ontario Act prohibits smoking, including tobacco and cannabis, whether it be recreational or medicinal, and vaping in any public area within 20 metres of the perimeter of a City-owned property line.

Effective June 1, 2019 a NO RE-ENTRY POLICY will be implemented for all special events at The Aud. This will include Kitchener Rangers games beginning in the 2019-20 season. For more information on the Smoke Free Ontario Act, click here.

By-Laws

By-Laws are available to all Kitchener Rangers Season Ticket Holders. If you wish to receive a copy of the By-Laws please contact Heather Albrecht at halbrecht@kitchenerrangers.com or call our office at (519) 576-3700.

Annual Report

Please contact Heather Albrecht at halbrecht@kitchenerrangers.com with any questions.

Annual General Meeting

Details regarding the 2020 Annual General Meeting will be posted once available.