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

Transfers and withdrawals from camp programs, aquatics leadership courses, and workshops must be requested at least four (4) days before the start date and time of the program.

League withdrawals may be considered after consultation with appropriate league staff and are processed on a case-by-case basis.

Material fees are non-refundable unless withdrawal is requested at least four (4) days before the workshop or program start date and time.

Withdrawal timing and refunds

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

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. Some exceptions apply. In person and over the phone requests are subject to an administrative fee of $15 plus HST.

Online, in person or over the phone from three days before the course start date up to the start time of the course

All refund or withdrawal options are subject to an administrative fee of $15 plus HST.

In person or 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 $15 plus HST.

In person or over the phone before the start time on the third date of the course

The refund amount will equal the full cost of the program minus any applicable administrative fees and the cost of any classes already held. Material fees are non-refundable.

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

After the third class of the program

Withdrawal and refund requests cannot be processed after the start of the third class.

Refunds

Refunds will be issued to the original method of payment.

For requests under $20 made with cash, cheque, or debit, the amount will remain on the account for future use.

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 $15 plus HST.