COVID-19 RELATED FAQS

We’re here for you if you need us

At this time, all performances until and including April 12, 2020 are cancelled. As well, a few shows beyond that date have also been cancelled.

HAMILTON — performances cancelled until and including April 12
COME FROM AWAY — performances cancelled until and including April 12
SUMMER — entire run cancelled
GOD IS A SCOTTISH DRAG QUEEN — entire run cancelled
SIX GUITARS — entire run cancelled
THE BOY FRIEND — entire run cancelled 
ROOM — entire run cancelled
INDECENT — entire run cancelled
MISS SAIGON — entire run cancelled

When a show is cancelled, the most secure and efficient way to deal with the value of tickets is to automatically turn the total amount (the face value of the ticket plus any service charges) into Mirvish account credits for each original purchaser.

This guarantees that you will not lose your money and that your personal information, such as credit card details, are not compromised.

These credits will live in your Mirvish/TicketKing account and are yours to use as you choose in the future.

You can use the credits to purchase tickets to any future show and/or to pay for a subscription.

You can even choose to turn part or all of the credits into a gift card, which would make a very thoughtful and entertaining gift.

Credits never expire and can be converted into a full cash refund at any time. They offer the most flexibility.

You actually don’t have to do anything. We will automatically credit your account with the full value of your tickets (including all service fees). 

As soon as a new credit is issued to you, you will receive a credit confirmation email that will include the total amount of the credit in your account.

If you have tickets to more than one cancelled show, you will receive an email with the full amount of credit issued.

Please watch your mailbox in the next few days for your credit confirmation email(s).

A Mirvish credit is also the best way to support the performing arts as it will provide future work for the artists, backstage artisans, ushers, box office personnel and all the other people who make theatre possible in Toronto. A credit is your vote of confidence in the return of a strong and vibrant artistic community.

At this time details and use of available credit can only be obtained by contacting TicketKing at 416-872-1212 or 1-800-461-3333.

At this time use of available credit can only be done by contacting TicketKing at 416-872-1212 or 1-800-461-3333.

Once you have a credit, you may want to convert it into a refund.

Refunds have to be handled more carefully because of the personal information involved, notably your private credit card number.

Whenever you make a purchase, to mitigate any security compromise, we never retain the number in our systems. Therefore to be able to complete a refund we will need the credit card number again.

The most efficient process for refunds is to fill out our online form. We will need your name, email address, the best phone number to reach you at, and your customer number (2079810). If you've already submitted the form with your request, no further action is required at this time.

One of our agents will reach out to you for your credit card details. For added security, the agent will ask you to phone them back at our regular TicketKing number — 416-872-1212 or 1-800-461-3333.

We beg your patience because this process is very time-consuming.

To apply your credit to a renewed 2020/21 Subscription on an instalment plan or towards your un-renewed Subscription seats, you may email subscriptions@mirvish.com with your subscriber number or call 416-872-1212 or 1-800-461-3333.

This is an excellent question and one for which we do not yet have an answer.

In normal times, a refund could take two to five days, depending on the speed of the processing company and your credit company.

Here’s how it works:

1) We issue a refund on your credit card.

2) A processing company, such as Moneris, who deals with many of credit card transactions in Canada, then takes this information, confirms it and passes it to the credit company or bank.

3) The credit company or bank then returns the money to your account.

In these unprecedented times, this process is taking much longer than usual for these reasons:

1) As we explained earlier, there are over 250,000 tickets to process and they all have to be done manually. This takes time.

2) The processing company is also overwhelmed with all the activity they have to deal with.

3) The banks, too, are dealing with volumes they never had to deal with before.

All this is to say that the entire process will take much longer than anticipated.

Please be assured that your money will not be lost. We will get it all back in the form that you request. Thank you for your patience.

Please select other from the online form and add a brief explanation. Do not enter any credit card information. We will contact you for the new card when we are processing the refund.

Refunds cannot be reversed once processed; banks will be notified when a refund is processed to a closed account and will forward the funds to the active account.

Upcoming performances can be seen by logging into your online account (which may include performances that have been cancelled but not yet processed). Details and use of available credit can only be obtained at this time by contacting TicketKing at 416-872-1212 or 1-800-461-3333.

You can apply for a GIFT CERTIFICATE or request a refund. This would be credited to the person who purchased the tickets.

Don't worry! We can locate you by the email address you used to make the purchase.

If your performance(s) have been cancelled, please call 416-872-1212 or 1-800-461-3333 or email groups@mirvish.com to have a credit applied to your account or a full refund. If your order has a deposit or final balance due, please call 416-872-1212 or 1-800-461-3333. Deposits and final payments have been deferred for the time being until more information is available.