Frequently Asked Questions
How do I withdraw from a program online?
How many accounts should each family have?
What is the refund policy if I cancel my participation in recreation program/activity?
How do I create my Customer Account?
How do I add family members to my account?
What should I do if I forget my password?
Can I view Activities without registering?
How do I register for an Activity?
How do I withdraw from a program online?
To withdraw from a program online select the “Transaction and Payment History” option found in the “Payment and Order Management” section of your My account page.
Any programs that are still within the withdrawal period will have a “Withdraw” button located underneath the cost of the program. If there is no “Withdraw” button present, you are outside the withdrawal period. Check the refund policy for your program and contact the site that is hosting the program to request a withdrawal if you believe you still qualify.
If the “Withdraw” button is present, then selecting it will prompt you to choose the method to receive your refund. By default the selection will be to refund the cost of your program to your account. If you paid with a credit card, you will have the option to select the credit card, from a drop down menu that is located beside where it lists your account as the refund location.
When you have ensured the refund location is correct, select “Withdraw” and the refund will be added to your cart. Complete the transaction and your withdrawal will be processed.
How many accounts should each family have?
We recommend that each family establish a primary account with login credentials. Create the account in the name of the primary account holder and then add all family member names underneath the primary account holder after it has been established.
What is the refund policy if I cancel my participation in recreation program/activity?
A 100% refund will be given if you withdraw from a program more than 7 days before the first day of the program.
NO REFUND will be given if a request to withdraw is made less than 7 days prior to the first day of the program (exceptions may apply see below).
Please note that in-person or over-the-phone refunds will be returned to the original method of payment. Online withdrawals will default to a credit on your account unless you select your credit card from the drop-down menu.
Cash refunds over $20.00 will be refunded by cheque.
If credit is left on an account, the credit will expire after three years.
PLEASE NOTE: Certain programs/activities (including single visits) may have its own specific refund policy. Please review the activity descriptions and/or notes carefully.
PLEASE NOTE: Full refunds for Summer Camps are only available for cancellations received before June 15th. Refunds for cancellations to these camps made after June 15th are available for special circumstances (e.g. medical, transfers) as authorized by the program coordinator.
If you have any questions please contact the city facility associated with the program.
How do I create my Customer Account?
This is how you create an online registration account:
1) Click on the Create an Account link.
2) Fill out all required fields,(birth date, gender, email address, etc.) and click submit. Please submit your request only once.
*Please Note: If you are registering a child for an activity, please use your own information when filling out the online registration account request form, NOT the information of the child you wish to register for an activity. Once you have an online registration account, you will have the opportunity to add family members.
3) You will automatically receive an email after submitting your request for an account.
How do I add family members to my account?
You may add family members in the three following locations:
1) You may add a family member while submitting your head of household account information, by clicking on the Submit and Add Family Member link.
2) You may add a family member under My Account, this is done by clicking the link Change Information About Family Members.
3) You may also add family member during the enrollment process. This is done by clicking on the link Add Family Member which is located beside the Participant box.
What should I do if I forget my password?
From the Sign In page, click the Forgot your Password? link. You will be requested to provide the email address you used to create your account. After entering your email address, click Submit to continue. An email will be sent to the email address submitted containing a temporary password. Upon signing in with the temporary password, you will be prompted to change this password.
If after completing this procedure you are still experiencing difficulties, please contact us at 519-741-2200 x2907 during regular business hours and a member of our staff will assist you.
*Please DO NOT create another Customer Account.
Can I view Activities without registering?
Absolutely! Click on the activities tab at the top of the screen to view all of the activity categories. If there is a box to the right of the activity that says Add to Cart, you are able to register for that activity.
How do I register for an Activity?
Once your account has been established, registration for Activities is easy:
1) Click the View Activities button on the registration home page.
2) Select the Activity that you would like to enroll into. Clicking the underlined name will show you a detailed Activity description.
3) Click the Add to My Cart button if you wish to register for the Activity.
4) Next, sign in to your online registration account by entering your Email and Password. Proceed to checkout by clicking the Continue button. From this screen you may remove Activities from your cart or view more Activities and add them to your cart.
*Please Note: If more than one family member will be attending the Activity, click on the button labeled, Add Another One (located under the Shopping Cart screen).
5) Confirm your Activity name, date and time, enrollee and price.
6) Click Continue to proceed with payment. You will be prompted that you are entering a secure site. Enter your credit card information on the Payment Information Page and agree to any required waiver(s) and confirm the payer meets the age requirement of "13 Years or Older". Click Continue. This system accepts Visa, MasterCard and American Express.
*Please Note: The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the My Account button and change your residential address to match your credit card billing address.
7) Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
