Refund & Cancellation Policy

Last Updated: January 2025

General Admission Tickets

Refunds

All ticket sales are generally non-refundable. However, refund requests may be considered under the following exceptional circumstances:

  • Death or serious illness of ticket holder (documentation required)
  • Natural disasters or severe weather preventing safe travel
  • Unscheduled closure of CN Tower observation levels

Date Changes and Exchanges

Tickets may be exchanged for a different date, subject to the following conditions:

  • Request must be made at least 48 hours before scheduled visit
  • Subject to availability on new date
  • Maximum of one date change per ticket
  • Price difference may apply if new date has higher rates
  • No refund will be issued if new date has lower rates

To request a date change: Email [email protected] with your order number and preferred new date.

Expired or Unused Tickets

Expired tickets (past the date specified on the ticket) cannot be used, refunded, or exchanged. We recommend arriving during your scheduled time slot to ensure entry.

EdgeWalk Bookings

EdgeWalk bookings have a different cancellation policy:

  • More than 14 days before: Full refund minus 15% processing fee
  • 7-14 days before: 50% refund
  • Less than 7 days: No refund
  • Weather cancellations by CN Tower: Full refund or reschedule at no charge

360 Restaurant Reservations

Cancellation Policy

Restaurant reservations require 24-hour advance notice for cancellation:

  • More than 24 hours notice: Full refund of any deposit
  • Less than 24 hours notice: No refund; may incur cancellation fee
  • No-show: Full minimum spend charged to card on file

Modification of Reservations

Changes to party size, date, or time must be made at least 24 hours in advance and are subject to availability. Contact us at +1 (416) 362-5411 or [email protected].

Weather-Related Closures

The CN Tower operates in all weather conditions. However:

  • Outdoor areas closed: No refund (indoor viewing still available)
  • Full observation deck closure: Full refund or reschedule
  • EdgeWalk weather cancellation: Full refund or reschedule
  • Reduced visibility: No refunds (weather cannot be predicted)

Processing Refunds

Approved refunds will be processed to the original payment method within:

  • 5-7 business days for credit/debit cards
  • 10-14 business days for other payment methods

Processing times may vary depending on your financial institution.

Group Bookings

Groups of 10 or more have a separate cancellation policy:

  • More than 30 days: Full refund minus 10% processing fee
  • 15-30 days: 50% refund
  • Less than 15 days: No refund

Contact our Group Sales team at [email protected] for group booking inquiries.

Special Events and Packages

Special event tickets and combo packages may have different refund policies which will be clearly stated at time of purchase. Please review the specific terms for your booking.

Force Majeure

In the event of circumstances beyond our control (natural disasters, pandemics, government orders, etc.), CN Tower reserves the right to:

  • Reschedule your visit
  • Provide a credit for future use
  • Issue a full refund

CN Tower is not liable for any travel or accommodation costs related to cancelled visits.

How to Request a Refund

To request a refund or cancellation:

  1. Email [email protected]
  2. Include your order number and reason for refund request
  3. Attach any required documentation
  4. Allow 3-5 business days for review

All refund requests are reviewed on a case-by-case basis and approval is not guaranteed.

Chargebacks

Initiating a chargeback without contacting us first may result in permanent ban from CN Tower services. Please contact our customer service team to resolve any payment disputes.

Contact Us

For questions about our refund policy or to request a refund:

CN Tower Customer Service
Email: [email protected]
Phone: +1 (416) 868-6937
Hours: 9:00 AM - 6:00 PM EST, Monday - Friday