COVID-19 events, refunds and ticketing FAQ

Up to date August 11, 2020

Is the ticket centre open for in person refunds?

The Ticket Centre is closed for in person transactions, unless you have an appointment.

Refunds for tickets bought with debit will need to be done in person, by appointment only, Wednesday or Thursday from 9:30 am to 2:00 pm. Please email ticket@uvic.ca to request an appointment. Please note that strict social distancing guidelines will be followed at all times and pay parking is in effect on campus.

Please do not come in person to the ticket centre for credit card or cash refunds. See below for instructions in the Refunds section.

Our phone lines are open on reduced hours at (250) 721-8480. Hours are subject to change.

Events affected

List of Postponed Events

Please note: all postponed dates are subject to change. Ticket holders will be notified by email of any date change or cancellation.

  • Russell Brand: Recovery Live
    • Originally scheduled for April 5th 2020
    • Postponed to Spring or Fall 2021 - date to be confirmed
  • Kalabanté: Afrique en Cirque
    • Originally scheduled for May 11th 2020
    • Postponed to 2021 - date to be confirmed
  • UVic Convocation ceremonies
    • The convocation ceremonies previously scheduled for June 8 to 12, 2020 have been postponed. The university is working on an alternative way for graduates to celebrate this momentous occasion. We will provide an update once the details have been confirmed. 
    • More information:
      uvic.ca/ceremonies/convocation
      Any UVic convocation inquiries should be directed to the office of ceremonies.

List of cancelled events

March 12

VS: Beethoven 250: Symphonies No. 2, 4 & 7

March 15

VS: Beethoven 250: Symphonies No. 6 & 8

March 22

VS: Beethoven 250: Symphonies No. 1 & 9

March 27

UVic Wind Symphony: Real to Reel

March 29

Vox Human Choir: The Passion of Joan of Arc

April 2

Don Wright Symphonic Winds

April 3

UVic Orchestra: Water

April 4

VS: Yoon Plays Lalo

April 5

VS: Beethoven Lives Upstairs

April 8/May 20

The Arbutus Night of Music

April 15/Oct 1

An Evening with Dr. Jane Goodall

April 19

VS: Fortunata Sings Mozart

April 26

GVYO: Concertos and a Tribute to Janos Sandor

May 16

VS: Mahler Symphony No. 3

May 17

VS: Mahler Symphony No. 3

High School Graduations

Any high school graduation inquiries should be directed to the school.

Will my tickets still be valid if an event is postponed?

We will be issuing new tickets to all ticket holders by email. This will happen closer to the date of the postponed events.

If you bought tickets to a postponed event in person or over the phone, please make sure we have an email address on file for you. Email  for any inquiries.

Are you selling tickets for postponed events?

Ticket sales will resume at a later date, to be determined, once large events can resume. We do not have waitlists for postponed event tickets.  

To get notified when sales resume, join our mailing list. Go to tickets.uvic.ca and create an account or email  to be added to our mailing list.  

Refer to uvic.ca/covid-19 for campus updates regarding COVID-19

When will events resume?

All Farquhar events are currently cancelled or postponed indefinitely in accordance with provincial guidelines on large gatherings. Any updates on events on campus can be found at uvic.ca/covid-19

Refunds

The Farquhar at UVic’s refund policy for events affected by COVID-19 restrictions

Ticket holders will be entitled to a full refund for all cancelled events as well as postponed events should they choose not to attend the new date.

Procedures for postponed events are different than for cancelled events: please refer to our list to know if an event is cancelled or postponed.

Refunds for postponed events

If you wish to get a refund for tickets to a postponed event, you will need to request a refund by email and one of our staff members will call you to process credit card refunds.

Or call us at (250) 721-8480 during our reduced hours of operation.

Refunds for cancelled events

The ticket centre is being proactive in calling all ticket holders for cancelled events.

If you missed our call you can call us back at (250) 721-8480 during our reduced hours of operation. You can also email us at  to request that we call you.

Will refunds be done automatically?

In most cases, no.

As we follow strict Payment Card Industry Data Security Standards (PCI DSS), we do not keep any credit card information on file. Most refunds need to be done over the phone with your credit card number and expiry date.

See below for refund procedures for each payment type.

Refunds for tickets bought by Credit Card (online, over the phone or in person)

Credit card refunds need to be done over the phone with your credit card number and expiry date.

Please call us at (250) 721-8480 during our reduced hours of operation. You can also email us at  to request that we call you.

Certain over the phone purchases can be refunded automatically, if it is the case, you will receive an email to confirm your refund has been done. 

Refunds for tickets bought by Cash

We will be issuing cheques to refund tickets bought in cash.

If you wish to get a refund for tickets to a postponed event and you paid in cash, please email  to request a refund.

Refund for tickets bought by Debit

Refunds for tickets bought with debit will need to be done in person, by appointment only, Wednesday or Thursday from 9:30 am to 2:00 pm.

Please email  to request an appointment.

Refunds for tickets bought through the Victoria Symphony box office (this includes all VS season subscription)

Refunds need to be done at the point of purchase.

Please contact the Victoria Symphony Box office at (250) 385-6515

Is there a time limit on getting a refund?

Refunds for postponed events are available until the day before the rescheduled date. If an event was to get postponed again, the refund period will be extended accordingly.

There is no time limit to getting a refund for events that have been cancelled.

Can I donate the value of my tickets instead of getting a refund?

In most cases, if you bought tickets through the UVic Ticket Centre, we will need to do a full refund. Donations can be done directly with the organization of your choice.

Season subscribers to the Greater Victoria Youth Orchestra (GVYO) can donate the value of their concerts tickets through the UVic Ticket Centre. Please email  to request to donate. Donation tax receipts will be issued by the GVYO.

Please follow the links below if you wish to donate to the organizations that were scheduled to perform at the Farquhar in March, April and May 2020

Greater Victoria Youth Orchestra

gvyo.org/support.html

UVic School of Music

uvic.ca/finearts/music/support-us

Victoria Symphony

victoriasymphony.ca/support-2/support-the-arts

Vox Humana Chamber Choir

voxhumanachoir.ca/support

If I get a refund, will I get a notification when the event gets rescheduled?

Yes. We will be emailing all patrons who got refunds to postponed events once a new date is confirmed, before tickets go on sale.

 

Online ticketing FAQ

Events

How to find and select events for sale

The main page tickets.uvic.ca lists all events currently on sale as well as some events that will go on sale in the future. If an event is listed here but is not on sale yet, the on sale date and time will appear under the title.


If an event that is taking place in the Farquhar is not listed here, it may be that the event has not yet been confirmed,  is in the process of being prepared or is not sale for the general public – call the Ticket Centre for more information at 250-721-8480

How to use a pre-sale code online

If you were given a pre-sale access code for an event, the event will be listed online but you will not be able to purchase tickets before entering the code.

At the top the main page at tickets.uvic.ca, enter the code you were given in the Presale Access Code line and select Add Code

presale.jpg

This will unlock the event and allow you to purchase tickets

If the presale code is also a discount code, the discounted prices will appear at checkout. 

 

On mobile

If booking on a mobile device, you must first select Search for an event at the top of the main page.

presale-mobile-1.jpg

 

A menu will open

presale-mobile-2.jpg

Enter the pre-sale access code and select Add Code

Patron Account

Do I need an account to purchase tickets online?

Yes, you must be logged into an account to be able to book tickets. 

After selecting Checkout and Pay in the Cart window, you will be taken to the login page if you have not logged in yet.

You can also access the login and account setup by selecting Login in the top right corner of any page.

If you do not already have an account, select New Patron

Fill in all required information. Then select Create Patron

Why won't it accept my email address?

If an error states "that email address cannot be used", you may already have an account using that email. Even if you never booked online, we may have your email on file from a phone purchase or from attending an event in the past. 

If that may be the case, try the password reset function. You may also call the Ticket Centre at 250-721-8480 to look into the issue

How to create or reset my password

On the tickets.uvic.ca Login page, select Forgot My Password

You will then be prompted to enter the e-mail that you have used to create their account.

If there is an account associated with your email: an email will be sent with instructions on creating a new password.

If there isn't an account associated with your email: the messaging will still say an email was sent. If you do not receive an email, try creating an account with that email address. 

If you did not receive an email and cannot creat an account, call the Ticket Centre at (250) 721-8480

Booking Tickets

How to choose your own seats

After selecting the event, you may select the section you wish to sit in, or leave it to the default. 

Select the number of seats you wish to book. Select Choose Your Seats

Seat selection 1

The best available seats the system has chosen for you will appear in green.

seatselect11.jpg

All available seats will appear in grey. Booked seats will either show up as white or with people in them, depending on your browser.

image

If you prefer different seats, select any grey seats.

Your selection will be highlighted in purple. Then select Change to Newly Selected Seats

image

Your new seats will be highlighted in green. 

Make sure you are not leaving a single empty seat between yours and other booked seats as the system may block your selection. If you are having issues selecting specific seats, call the Ticket Centre at 250-721-8480 to book

How to see an approximate seat view for selected seats

On the seat selection page, select the Seat View button, located above the map. 

seatview.jpg

A new window will open with a picture taken from the selected seat or a nearby seat. 

Booking mobility or wheelchair seats

Unfortunately, mobility or wheelchair seating cannot be booked online. Please call the Ticket Centre at 250-721-8480 so we can best assess your needs and book your seats. 

How to choose different promotions/prices for an event (Student, Senior, Child)

Some events have different prices for students, children, seniors or other demographics.

After selecting your seats, there will be a list of all your selections at the top of the window.

promoselect2.jpg

There is a drop-down menu besides each ticket where you can select the correct promotion(s)

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The price selection must be done before adding tickets to your cart. Otherwise you will need to remove the tickets from your cart and start over again.

Some promotions, like group rates, event specific vouchers, Student Rush tickets or complimentary UVic Student Tickets for School of Music events are not available online. They must be booked in person or over the phone at 250-721-8480

How to use a coupon code online

If you are given a coupon code for a certain event or events, select your seats as normal. You will be  able to enter the code once you are in the cart. 

couponcode.jpg

Enter the code in the Coupon Code line at the bottom of the cart and select Add Coupon. This will update your tickets prices to reflect the discount.

Why is there a limit to the amount of tickets I can book

Our online system only allows you to book 10 tickets per transaction. Some event organizers sometimes request a smaller limit.

If you need to book over that limit, please contact the Ticket Centre at 250-721-8480

Shopping cart and checkout

How to access my shopping cart

You can always access the shopping cart by selecting Cart at the top right of any window on our website

cartmenu.jpg

How to remove tickets from a cart

If you selected seats you no longer want to book, or if you chose to book those specific seats over the phone, you will need to remove them from your cart. Go to the cart page by selecting Cart from the top right of the window.


Your tickets will be listed

image

You must tick the remove box to the right of your tickets

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And press Remove

cart remove

 

How to use a coupon code online

If you are given a coupon code for a certain event or events, select your seats as normal. You will be  able to enter the code once you are in the cart. 

couponcode.jpg

Enter the code in the Coupon Code line at the bottom of the cart and select Add Coupon. This will update your tickets prices to reflect the discount.

Why is there a $3 booking fee online?

Booking fees include Ticket Centre operating costs like staffing, phones, ticket printing, and mailing. The online order fee is more expensive to cover some of the costs of the online ticketing software.

There is a $2 booking fee over the phone or in person.

There are no booking fees for transactions done 2 hours before the event start time.

Issues checking out

In order to check out, you must log in or create a patron account.

The most common issue checking out is that you must select how you heard about the event before checking out. You must select how you heard about the event in order to proceed with a payment.

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How to print tickets from home

If you wish to print your tickets, you may alway retrive them by logging into your online account.

After logging in, you should be on the Home page. Or you may go to the Home page by selecting it at the top right of the window. 

home-page.jpg

 

You can then select Tickets for Upcoming Performances

printathometickets.jpg

Other online questions

Booking parking online

You cannot book parking through our ticketing website, you must go to parking.uvic.ca or call campus security at 250-721-6386