Accessibility Policy



Policy regarding the provision of Accessible Goods and Services (the “Policy”)



Cineplex Entertainment LP (“Cineplex”, “we”, “our”) as the owner of Playdium®, is committed to providing access and opportunities for all guests, including those with disabilities, by removing Barriers that may prevent, inhibit or restrict their experience at our entertainment venues or the use of our website, at (the “Website”).



This policy:

  • is intended to respect and promote the dignity, independence, integration and equal opportunity for people with disabilities;
  • applies to all Representatives;
  • applies to anyone who interacts with our guests on our behalf;
  • outlines Cineplex’s practices and procedures in relation to the provision of goods and services to people with disabilities; and
  • is available on the Website and in various accessible formats upon request. If you would like to receive the Policy in an alternate format or printed on paper, please speak with a manager or contact us at:

Cineplex Entertainment Limited Partnership
Guest Services
1303 Yonge Street 
Toronto, ON M4T 2Y9 
1-800-333-0061 or



"Assistive Device" is a device, such as a technical aid, communication device or medical aid, that increases, maintains, or improves the functional abilities of people with disabilities. Examples include devices which assist with: seeing, hearing, speaking, mobility, walking, breathing, performing manual tasks, learning, working or self-care.

“Barrier” means anything that prevents a person with a disability from fully participating in all aspects of society because of their disability, including a physical barrier, an architectural barrier, an information or communications barrier, an attitudinal barrier, a technological barrier, a policy or a practice.

“Guide Dog” means a dog trained as a guide for a blind person.

"Service Animal" means an animal, including Guide Dogs, that has been trained to provide assistance to a person with a disability.

“Representatives” means anyone that interacts with guests on our behalf, including our employees, contractors, or volunteers.

"Support Person” is a person who accompanies a person with a disability in order to help with communication, mobility, personal care, medical needs or with access to goods or services.



Cineplex will train Representatives on:

  • The purpose and requirements of the Policy, including any changes or updates to the Policy or any of the practices and procedures noted herein;
  • How to interact and communicate with persons with various types of disabilities and their Support Persons; and how to interact with Service Animals;
  • How to use, and assist others in using, the Assistive Devices described below;
  • What to do if a person with a disability is having difficulty accessing Cineplex’s goods or services; and
  • Ontario only: The requirements of the Customer Service Standard under the Accessibility for Ontarians with Disabilities Act (the “AODA”), and if applicable, the purpose of the AODA.




All Representatives will communicate with guests in a manner that appropriately addresses the guest’s disability. Alternative methods of communication, such as in-person meetings, telephone calls, e-mails, relay services, or print communication will be made available if requested.


Guests may use their personal Assistive Devices to access goods and services at Playdium. In addition, we will ensure that our Representatives are familiar with various assistive devices that may be used by guests with disabilities.


Playdium welcomes guests with disabilities as well as their Support Persons. All guests and Support Persons are required to hold a valid admission ticket for any ticketed event at Playdium. Admission tickets for a Support Person are subject to standard ticket pricing.

Service Animals:

Playdium welcomes guests who are accompanied by Service Animals on those premises that are open to the public. Service Animals are permitted provided that the animal is not otherwise excluded by law. If a Service Animal is excluded by law, we will ensure that alternate means are available to enable the person with a disability to obtain, use or benefit from our goods and services.

If it is not readily apparent that the animal is a Service Animal:

  • Cineplex may request a letter from a regulated health professional (including but not limited to physiologist, psychotherapist, chiropractor, nurse, physician, mental health therapist, etc.) confirming that the guest requires the animal for reasons relating to their disability; and
  • As an alternative, Cineplex will accept a certificate of training from a recognized Service Animal training school.



Cineplex endeavours to give notice, as soon as reasonably possible, when there is a temporary disruption to our facilities or services. Such notice will indicate the reason for the disruption, its expected duration and a description of alternate facilities or services, if available. The notice will be placed in an obvious location within the venue, be presented on the Website, or by another method that is reasonable under the circumstances.



We encourage and welcome open communication with our guests to ensure that our goods and services are accessible. Feedback assists Cineplex in improving its customer service.

Feedback regarding Cineplex’s implementation of this Policy by email, verbally or in writing to:

Cineplex Entertainment Limited Partnership
Guest Services
1303 Yonge Street 
Toronto, ON M4T 2Y9 
1-800-333-0061 or

If any of the above methods of communication are not suitable, guests may request another method. Privacy will be respected at all times and Cineplex will review all feedback in order to improve its customer service.

Cineplex Guest Services will acknowledge receipt of feedback and will respond as soon as reasonably possible. We will endeavour to provide such a response in a manner that it is accessible to the complainant.



This Policy, or any part thereof, may be modified from time to time. Any questions regarding this Policy should be directed to Cineplex’s Guest Services Department as noted above.