HOT DOCS TED ROGERS CINEMA TICKET POLICY
Our Code of Conduct
Your Order
- Payment: Payment is processed upon receipt of order.
- Ticket Holder Responsibility: It is the responsibility of the ticket holder to verify that their ticket reflects the correct performance, day of the week, and start time.
- Changes & Pricing: Program and presenters are subject to change without notice. Ticket prices are subject to change.
- No Conditional Orders: Hot Docs regrets that it cannot accept conditional orders. All seating requests are subject to availability and are not guaranteed.
- Ticket Resale: Unauthorized resale of tickets is strictly prohibited and may result in tickets being voided without notice.
- Third-Party Purchases: Hot Docs is not responsible for tickets purchased through unauthorized sales channels, and such tickets cannot be honoured.
- Taxes: All ticket prices are subject to HST.
- Mobile & Physical Tickets: Mobile tickets are sent by email and must be scanned for entry into the cinema. If you would like to pick up a physical ticket from the Box Office, please select this option during checkout or contact the Box Office.
General Ticket Policy
All Sales Final: No refunds or exchanges on unused tickets. No refunds on unused portions of memberships.
Schedule Changes: Program and start times are subject to change without notice.
Late Entry: Admittance after the scheduled start time is at the discretion of management.
*Hot Docs Canadian International Documentary Film Festival Late Entry: Patrons are encouraged to arrive early. Seats are only guaranteed until 15 minutes before the start time of the screening or event. Latecomers will be seated at the discretion of the venue staff. Latecomers not admitted will not receive a refund.
Rush Tickets: If advance tickets for a screening are sold out, a limited number of rush tickets may be released at the venue box office approximately 15 minutes before the start time.
Ticket Requirement: Patrons must present a valid ticket for entry and re-entry to the cinema.
Recording Prohibited: No cameras, video recording, or other imaging devices are permitted inside the cinema.
Anti-Piracy Policy: Unauthorized recording, transmission, distribution, or reproduction of any part of the films or events presented by Hot Docs is strictly prohibited. This includes audio, video, and photographic capture by any device. Violators may be subject to ejection, legal action, and potential criminal prosecution under applicable copyright laws.
Electronic Devices: As a courtesy to fellow patrons, all electronic devices must be turned off or silenced during screenings.
Photography & Videography: Official Hot Docs photographers and videographers may operate at certain screenings and special events. By entering the venue with a ticket, you grant Hot Docs and the Hot Docs Ted Rogers Cinema permission to use your image in promotional materials.
Right to Refuse Admission: Management reserves the right to refund the purchase price and refuse admission or remove any ticket holder engaging in objectionable behavior or failing to adhere to cinema policies. Please see our Code of Conduct [link].
Liability Waiver: By purchasing and using tickets, packages, or memberships, patrons acknowledge and assume all risks incidental to any event for which the ticket was issued, whether occurring before, during, or after the event. Patrons waive and release Hot Docs and the Hot Docs Ted Rogers Cinema from all claims related to personal injury, property loss/damage, or any other liability arising from their presence at the cinema or event venue.
Online Access: Due to the nature of streaming online, technical difficulties may occur. While Hot Docs makes every effort to ensure easy online access, it is the responsibility of the patron to ensure they have the required equipment and connectivity.
Scent-Free Policy: In consideration of patrons with allergies or sensitivities, we request that patrons refrain from wearing strong perfume, cologne, or other scented products when attending screenings or events.
Children's Attendance: Some content may not be suitable for children. All children over the age of 2 must have their own ticket. For children under the age of 2 ("babes in arms"), admission is free provided they are seated on the lap of an accompanying adult and do not occupy a separate seat. Parents and guardians are responsible for the supervision of minors. Certain events may have age restrictions or additional policies regarding children's attendance; please check individual event listings for specific details.
Cancellations & Weather-Related Closures: Hot Docs Ted Rogers Cinema operates as long as staff can safely run the venue. In rare cases where a screening or event is canceled due to extreme weather or other extenuating circumstances, ticket holders will be notified via email. If a cancellation occurs, ticket holders may be offered a refund, credit, or exchange at the discretion of management.
Content Advisory: Hot Docs presents a diverse selection of Canadian international documentaries, first-run films, and other programming that may contain sensitive content, including mature themes, strong language, and depictions of violence or distressing subject matter. Viewer discretion is advised.
Third-Party Rentals: Hot Docs Ted Rogers Cinema hosts events organized by external groups and individuals. The views and opinions expressed during these events do not necessarily reflect those of Hot Docs. Tickets for third-party rentals are subject to the policies of the event organizer. Hot Docs cannot issue refunds or exchanges for these events without the consent of the third-party organizer. To request a refund or provide feedback on the event, please contact the event organizer.
Alcohol Policy
- Hot Docs Ted Rogers Cinema is a fully licensed venue operating under the regulations of the Alcohol and Gaming Commission of Ontario (AGCO) and the Liquor Control Board of Ontario (LCBO).
- Alcohol consumption by minors is strictly prohibited, and valid government-issued identification is required for all alcohol purchases.
- Outside alcohol is not permitted on the premises.
- The cinema reserves the right to refuse alcohol service to any patron at its discretion.
- Alcoholic beverages purchased at the cinema must be consumed within designated areas.
- In accordance with AGCO regulations, patrons may purchase select alcoholic beverages for off-site consumption, provided they meet all legal requirements at the time of sale.
Doc Soup Subscription Series
Doc Soup subscriptions include one ticket to each of the year-round Doc Soup screenings, 4-day streaming access for each film, and 12 tickets for the upcoming Hot Docs Festival. Doc Soup subscriptions are non-refundable once the season commences.
Doc Soup screenings are general admission, and seating is first come, first served.
Membership Refunds
Membership fees are non-refundable. However, in exceptional circumstances where services cannot be provided for an extended period, a pro-rated refund may be considered at the discretion of management.
Membership Benefits
All members receive discounts at Hot Docs Festival and Cinema. The current list of benefits can be found here.
Accessing Member Tickets
To access member tickets, members must log into their account. Member prices are shown on the film’s webpage and can be accessed via member benefits. In some cases, member pricing may not be available. Please contact members@hotdocs.ca for more information or assistance with logging in.
HOT DOCS FILM FESTIVAL TICKETING POLICY
Code of Conduct and Venue Policies: All attendees must abide by Hot Docs’ Code of Conduct and the policies of the venue.
Right to Refuse Admission: Management reserves the right to refund the purchase price and refuse admission or remove any ticket holder engaging in objectionable behavior or failing to adhere to cinema policies. Please see our Code of Conduct [link].
All Sales Final: No refunds or exchanges on unused tickets. No refunds on unused portions of packages.
Late Entry: Patrons are encouraged to arrive early. Seats are only guaranteed until 15 minutes before the start time of the screening or event. Latecomers will be seated at the discretion of the venue staff. Latecomers not admitted will not receive a refund.
Same-Day Tickets
- Available for all screenings online and at the Hot Docs Ted Rogers Cinema Box Office until one hour before the scheduled start time, subject to availability.
- Available at each venue’s box office for screenings at that location. Venue box offices open 60 minutes before the first screening of the day.
Rush Tickets
- If advance tickets for a screening are sold out, a limited number of rush tickets may be released at the venue box office approximately 15 minutes before the start time.
- Rush ticket line-ups begin approximately one hour before the screening.
Free Daytime Screenings
- Students and patrons 60+ with valid ID can attend regular Festival screenings that start before 4:00 PM at no cost.
- Free student and senior tickets are only available on the day of the screening and must be picked up at the venue where the film is being shown.
- Free tickets are limited to non-concurrent screenings and are subject to availability.
Accessibility
Hot Docs is committed to providing a barrier-free experience for our patrons. Learn about accessibility at Hot Docs here: Accessibility | Hot Docs and at the venues in Toronto where we screen here: Venues | Hot Docs.
Contact
For any questions regarding your order, please contact the Hot Docs Ted Rogers Cinema Box Office at (416) 203-2155 extension 1 or email boxoffice@hotdocs.ca.