Cancellations and Withdrawals

The easiest way to withdraw from a program is through your online registration account:

1. Sign into your account, then select Online Services.
2. Select “Recreation and Culture”.
3. Select “Access My Recreation and Culture account”.
4. If there are multiple people on the account, select the family member you wish to withdraw.
5. Select the “Schedules” heading which appears after your personal information details.
6. For easier viewing, select the “Switch to List View” to display all current registrations for the client.
7. Find the program you wish to withdraw from. (Hover the mouse over the program to view location details.)
8. Select the “Actions” link and then “Withdraw”.
9. Select your refund method. Note: if you did not pay by credit card online, your only option is account credit.
10. Select “Online Withdrawal” as reason and click “Withdraw” button to complete transaction.
11. You can now print or email your withdraw confirmation for your records.

Withdrawal exceptions

Workshops, P.A. Days, Summer Camps, March Break and Holiday Camps are not eligible for withdrawals or transfers later than four days prior to the start date and time of the program. Material fees are non-refundable unless withdrawal is completed more than four days in advance of the workshop or program start date.

Withdrawal timing and refunds

Requests made to the program instructor, emailed or left on voicemail will not be considered sufficient notice.

Material fees are non-refundable unless withdrawal is completed more than four days in advance of the workshop or program start date.

Online, up to four days in advance of the course start date and time

You can request a refund or withdraw via your online account without penalty.

Three days prior to the course start date, up to the start time of the course

All refund or withdrawal options are subject to an administrative fee of $10 plus HST.

In person/over the phone, up to four days, in advance of the course start date and time

All refund or withdrawal options are subject to an administrative fee of $10 plus HST.

Prior to the start time of the third date of the course

The amount refunded will be the full cost of the program, less any applicable administrative fees, and less the cost of any classes already held. Material fees are non-refundable.

Requests will be processed and prorated as of the date and time that official notification is received by the Recreation and Culture department and cannot be backdated.

After the third class of the program

We are unable to process withdrawal/refund requests after the start of the third class. Material fees are non-refundable.

Refunds

Refunds are returned to the method of payment used in the original transaction.

Requests under $20 where the original method of payment was cash, cheque or debit will remain on account for future use.

Material fees are non-refundable.

Make-up classes or credits/refunds for missed classes are not available. Participants are to attend all classes as scheduled for the program in which they are registered. 

If you have registered for a class and can no longer attend, we ask that you withdraw from your session as soon as possible. This allows us to accommodate anyone on the waitlist.

The town reserves the right to cancel or alter any classes, times, costs or locations without notice as required due to low enrolment, change of policy, or availability of facilities or instructors.

If a program or service is cancelled by the town, every effort will be made to accommodate participants in another program or through another service. If there is no other program or service which is satisfactory to the participant, a refund may be provided and no administration fee will be charged. Every effort will be made to reschedule single date cancellations. If the participant is unable to attend the rescheduled date, the single date fee will appear as an account credit for future use.

Customers are asked to please be patient as refunds may take up to two weeks to display on your credit card statement, depending on your financial institution or credit card provider. Cheques may be issued for some refunds pending original payment type.

Transfers and withdrawals can be made up to 14 days prior to the start date of the program. A full credit will be applied to your online registration account. Refund requests are subject to an administration fee of $10 plus HST.