When you buy tickets for shows or sports or cultural events online or by phone, you enter into a distance contract with the seller. The Consumer Protection Act provides for the rules by which the merchants must abide.

Getting all of the required information

The merchant is required to provide you with certain information before the purchase, including:

  • the name, address, telephone number and, if applicable, the fax number and email address of the company;
  • a detailed description of what the ticket entitles its holder to;
  • if the merchant resells you a ticket at a price that is higher than the price advertised by the ticket office:

    • the name of the official ticket office,
    • information to the effect that tickets may be sold at the ticket office,
    • the price of the tickets sold at the ticket office,
    • the fact that the tickets in question are being resold,
    • the maximum price agreed to by the producer of the show or event, if applicable,
    • the place or seat the ticket entitles its holder to occupy, if applicable;

  • the total cost, including the cost of the ticket, related fees and taxes;
  • the payment terms;
  • the currency used to pay for the transaction if not in Canadian dollars (Euros, US dollars, etc.);
  • the delivery time or date and, if applicable, the delivery method and the name of the carrier;
  • the cancellation, return, exchange and refund policy, if applicable;
  • if the merchant resells you a ticket, information to the effect that you will be refunded if you find yourself in any of the following situations:

    • the ticket grants admission to a show or an event that is cancelled,
    • the ticket does not grant you admission to the show or event,
    • the show or the event to which the ticket grants admission, the place or seat it allows you to occupy, or the value of the ticket does not correspond to what was said, written, advertised or claimed during the resale.

This information must be presented in a manner that is clear and easy to understand, and be expressly brought to your attention. If the information is provided in writing, such as on a website, you must also be able to save and print this information easily.

Option to accept, modify or refuse an offer

Before completing the purchase, merchants must provide the option to accept, modify or refuse their offer. Read the summary of your order carefully before confirming your purchase.

Written contract

When you accept the offer, the merchant must provide you with a copy of the contract within 15 days of the purchase. You must be able to print and save this contract to consult it as needed.

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Last update : June 26, 2018

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The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.