TERMS & CONDITIONS

Eating & Drinking
Eating and drinking are not permitted in the Museum galleries. Small, contained, and sealable beverages and snacks are welcome in the lobby, gift shop, and pre-designated or pre-booked areas, when available.

Code of Conduct
The Bata Shoe Museum is a public space that encourages everyone to feel welcome and valued. We are dedicated to facilitating a safe, healthy, and supportive environment and ensuring that all guests, staff, and volunteers are treated with kindness and dignity. To foster a positive experience for all, visitors are expected to demonstrate respectful behaviour that aligns with our Community Standards detailed below. Disruptive conduct or actions contrary to the Museum’s principles are unacceptable. If someone’s behaviour detracts from others’ enjoyment or safety, our team will first offer guidance on appropriate conduct. Should problematic behaviour continue, the Museum reserves the right to request departure from the premises without compensation.

Community Standards
The Bata Shoe Museum celebrates diversity and inclusion. We do not tolerate offensive or abusive behaviour, threats or acts of harassment or violence, acts of discrimination, racism, microaggressions, oppression, bullying, or hate speech of any kind regardless of, and not limited to, gender, sexual orientation, ethnicity, culture, age, and ability. Visitors of all ages are welcome throughout our spaces. Children under the age of 12 must be accompanied by an adult (18+) and remain accompanied at all times. Visitors are required to wear proper attire including tops, bottoms, and shoes while on Museum property. Visitors are asked to turn their cell phones to vibrate or silent while in the Museum to respect the experience of others. Bicycles, scooters, tricycles, skateboards, and roller/in-line skates are not permitted in the Museum. Breastfeeding is allowed anywhere in the Museum. The use of cigarettes, e-cigarettes, cigars, vapes, or cannabis is strictly prohibited on Museum property. The use of tobacco for Indigenous ceremonial purposes is permissible in specific areas of the Museum with special, pre-written consent.

To submit your request, please email our Curator of Indigenous Collections. Alcohol and all non-prescription drugs and drug paraphernalia use and presence are forbidden on Museum property. Suspicion of impairment by alcohol or drugs may result in the removal from the Museum. Weapons of any kind and any other item deemed dangerous by the Museum or under Canada’s Criminal Code are strictly prohibited.

Assistive Devices
The Bata Shoe Museum has one complimentary wheelchair which can be requested at the Admissions Desk when you arrive. It is available on a first-come, first-serve basis. We will ensure that our staff are trained and familiar with the assistive devices we provide that may be used by visitors. The Bata Shoe Museum cannot provide an assistant person to push wheelchairs while in the Museum.

Support Persons
The Bata Shoe Museum supports the full inclusion of persons with disabilities. As such, admission fees do not apply to support persons who are accompanying a person requiring assistance with communication, mobility, personal care, medical needs, access to goods, services, or facilities, or otherwise. For more information about our commitment to accessibility, please email us.

Service Animals
Registered service animals are welcome as per the customer service standard of the Accessibility for Ontarians with Disabilities Act. All service animals must be clearly identified in one of two ways (1) it is visibly apparent that the individual requires the animal for reasons relating to disability; (2) the individual provides an identification card or a letter from a healthcare practitioner confirming the need for a service animal. No other animals are permitted in the Museum. Emotional support animals do not qualify as service animals under the AODA.

Accessible Washrooms
All public washrooms are located on the basement level and equipped with an accessible stall; baby diaper changing station; and water fountains.

Respecting Museum Property
For the protection of our artifacts, visitors are not permitted to touch or lean on exhibits or displays unless specifically invited to do so by designated signage. Keeping pathways clear is essential—blocking entrances, hallways, elevators, stairs, or any access routes is not permitted. Safety equipment, including fire extinguishers and alarm systems, must not be tampered with. Deliberate damage, misuse, unauthorized use, or theft of Museum property is strictly prohibited. The Museum maintains the right to seek financial compensation for repairs or replacements resulting from such actions, and may pursue legal remedies in cases of theft or damage.

Museum Closures
The Bata Shoe Museum reserves the right to close at any time due to unforeseen circumstances. If this occurs, every effort will be made to notify visitors in advance either via the website, social media, or signage at the Museum. Visitors who have pre-booked tickets will receive a full refund via their original method of payment within 7-10 business days. The Bata Shoe Museum will not be liable for any expenses incurred by a visitor in connection with a closure. If you have any questions or concerns, please email us.

The Museum does not keep or store credit card information as per the Payment Card Industry (PCI) compliance requirements. We will reach out to obtain this information to process the refund.

Visitor Feedback Process
Visitors are welcome to provide feedback at any time either in person, by calling 416.979.7799 or by emailing info@batashoemuseum.ca. If a BSM response is explicitly requested, all feedback will be handled in writing or via telephone call.

Authorized Sellers
The Bata Shoe Museum, along with its authorized third-party partners, are the exclusive sellers of admission tickets. Authorized sellers include Showpass, Tiqets, Trip Advisor, Viator, Get Your Guide, and City Sightseeing Tours. Tickets purchased or obtained through unauthorized sources may be lost, stolen, or counterfeit, and are therefore considered null and void. If you have any questions or concerns, please email us.

Currency & Payment
All prices are stated in Canadian Dollars. For online purchases, payment can be made by Visa, MasterCard, American Express, and Discover. For in-person purchases made at the Museum, payment can also be made by cash, Canadian debit, and BSM gift card.

Refunds & Exchanges

Admission Tickets: We understand that plans can change unexpectedly. Admission ticket holders may cancel up to 72 hours before the ticket date. Cancellations made less than 72 hours before the ticket date will not be eligible for a refund. Refunds will be processed using the original payment method within 7-10 business days of confirming the cancellation request. The Museum does not keep or store credit card information as per the Payment Card Industry (PCI) compliance requirements. We will reach out to obtain this information to process the refund. Tickets may be exchanged for a different date at no extra fee, based on availability. To request an Admission ticket cancellation or exchange, please email us or call (416) 979-7799.

Gift Shop: Refunds and exchanges are permitted within 30 days of purchase and may be initiated in-store only. Returned merchandise must be unopened, in its original condition, and accompanied by the original receipt and payment method. Exchanges are permitted with a copy of the original or gift receipt.

Privacy & Personal Information
The Bata Shoe Museum collects visitor and user information through online and in-person ticketing platforms, Google analytics such as page views, e-news subscriptions, and social media channels. This information is not shared and is used exclusively for internal evaluation purposes to help us improve our content, communication, and public offerings. Personal information is submitted voluntarily by the individual. By providing the Museum with such information, the individual consents to the collection and use of such information for standard promotional purposes including email news updates. If you have any questions or concerns, please email us.

Photography & Video
Photography and video without flash are permitted and encouraged for personal, non-commercial purposes unless otherwise noted. Tripods and selfie sticks are not permitted. Visitors are asked to be mindful of others in the Museum spaces. While at the Bata Shoe Museum, visitors may be photographed or video-recorded by Museum photographers or other authorized parties and partners of the Museum. These images may be used to promote Museum activities in print and online and they may also be distributed to various media channels. By way of entering the Bata Shoe Museum, visitors provide their implied consent for the use of their likenesses in such non-commercial promotional materials.

CCTV
Closed Circuit Televisions (CCTV) are video cameras that monitor and record for public safety and security. Recorded information is collected under the authority of the Freedom of Information and Protection of Privacy Act. The Bata Shoe Museum has several CCTVs throughout.

Solicitation
Distribution of promotional materials, solicitation, commercial activities, third-party sales, posting of notices, or placement of signs is strictly prohibited within the Museum without prior written authorization. Violators will be required to cease such activities immediately and may be subject to removal from the premises without compensation.

Public Notices of Temporary Disruption
In the event of a planned or unexpected disruption to services or facilities, visitors will be notified as promptly as possible including information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities or services, if available. The notice will be placed on the Bata Shoe Museum’s website, and/or may be posted on social media or at the location.

Registration
Advanced registration is recommended for classes, workshops, events, and programs which all operate on a first-come-first-served basis and are limited by capacity restrictions. Registration is considered finalized once you receive a confirmation email. By registering, participants acknowledge and agree to abide by the Terms and Conditions outlined within. These Terms ensure that we can effectively manage events and programs while providing a safe and positive experience for all.

Age-Specific Programs
Unless otherwise specified on the website listing, all classes, workshops, events, and programs are considered to be for all ages. Children under the age of 12 must be accompanied by an adult (18+) and attended to at all times while at the Museum. For events with age limits, valid government identification may be required upon entry.

Cancellation by Participant
Cancellation requests must be made at least 72 hours in advance of the scheduled program in order to receive a full refund. Requests made less than this time will not be eligible for a refund or credit. Refunds will be processed using the original payment method within 7-10 business days of receiving confirmation of the request. To make a request, please email us your first and last name, date of the booking, and booking reference number, if applicable. Participants who do not show up for the pre-registered program are not eligible for a refund.

Cancellation by the Bata Shoe Museum
The Bata Shoe Museum reserves the right to change, cancel, or reschedule a program at any time. Every effort will be made to notify participants in advance. Refunds will be processed using the original payment method within 7-10 business days of notification. The Museum does not keep or store credit card information as per the Payment Card Industry (PCI) compliance requirements. We will reach out to obtain this information to process the refund. In the case of program alteration or rescheduling, the option for a full refund is available by request.

Inclement Weather
In the case of inclement weather, cancellations will be made a minimum of 2 hours in advance. Notifications will be provided by email and full refunds will be processed using the original payment method within 7-10 business days.

Registration
Advanced registration is required for group and school tours which operate on a first-come-first-served basis and are limited by capacity restrictions. All tour requests must go through the Tour Request Form. If your requested date and time is available, an automatic reservation will be made for you. If not, a member of our team will contact you with options and to complete the booking. Registration is considered finalized once you receive a confirmation email and the required deposit is received. By registering, participants acknowledge and agree to abide by the Terms and Conditions outlined within. These Terms ensure that we can effectively provide a safe and positive experience for all.

Cancellation by School or Group
Cancellation requests must be made at least 3 business days in advance of the scheduled booking in order to receive a refund, minus the $50 non-refundable booking fee. Requests made less than 3 business days in advance are not eligible for a refund. Refunds will be processed using the original payment method within 7-10 business days of receiving confirmation of the request except in the case of payments made by cheque. See below. In order to process a cancellation, please email us the first and last name of the person who booked the tour, the tour date, and invoice number. Notifications can also be made by phone at 416-979-7799 x234 during weekday business hours. Participants who do not attend scheduled tours or field trips without notice will not be eligible for a refund.

Payment by Cheque
The Bata Shoe Museum is unable to refund cheques. If a cancellation request was made at least 3 business days in advance and the booking was made by cheque; it can be rescheduled at no additional cost. Requests made less than 3 business days in advance are not eligible for a refund. If the group wishes to reschedule, they must pay a new fee. If payment is made by cheque and some members of the group do not attend, the BSM cannot give the group a partial refund.

Cancellation by the Bata Shoe Museum
Group booking details, timing, and prices are subject to change. The Bata Shoe Museum reserves the right to change, cancel, or reschedule a booking at any time. Every effort will be made to notify participants in advance. Once notified, Groups will have the option to either reschedule for another available date or receive a full refund. The Bata Shoe Museum is unable to refund cheques. Please see above.

Inclement Weather
In the case of inclement weather, programs will be canceled a minimum of 2 hours in advance. Notifications will be provided by email and full refunds will be processed using the original payment method within 7-10 business days.

Registration
By entering the Bata Shoe Museum premises, visitors voluntarily assume all risks associated with their visit. The Museum, its stakeholders, partners, vendors, employees, volunteers, and affiliates shall not be liable for any injury, damage, loss, accident, delay, or irregularity arising from any cause whatsoever, including but not limited to Museum facilities, exhibitions, programs, or events.

Please note, the Terms and Conditions outlined within are subject to change without notice. If you have any questions or concerns, please email us.