Frequently Asked Questions
What is Saanich's Refund Policy?
If I don't find the answers I need here who do I contact?
How can I withdraw my pass?
How can I withdraw from a course?
How do I create my customer account?
I forgot my password. How do I reset it?
What if I get an "invalid login name or password" error when signing into my account?
How many accounts should each family have?
What is Saanich's Refund Policy?
Registered Programs, Custom or Private Lessons, Registered Tennis Classes: A full credit or refund for withdrawals only, less program supply fees if applicable, will be issued if the request is received 72 hours prior to the first session. Saanich Recreation will not process refunds requested after the 72-hour notice period unless there is a medical or compassionate reason and the request is approved by the programmer or contractor, in the case of contracted programs. Proof of medical or compassionate reasons may be required.
Reserved Drop-in Classes: Saanich Recreation will issue a full credit or refund for withdrawals only when the request is received before the class start time.
Full Day Programs – Includes One Day programs, Multiple Day Programs, Day Camps: A full credit of refund for withdrawals only, less program supply fees if applicable, will be issued if the request is received by Saanich Recreation staff by phone or in person, and processed by 12:00pm (noon), five calendar days in advance of the camp or program start date. Saanich Recreation will not process refunds requested after the five-day notice period unless there is a medical or compassionate reason and the request is approved by the programmer, manager, or the contractor, in case of contracted programs. Proof of medical or compassionate reasons may be required.
Full year preschool programs are excluded from this policy and follow specified refund policies and procedures.
Saanich Recreation does not issue credits or refunds for individually missed classes.
Membership Pass Credit and Refunds: No refunds are issued on one-month, annual passes, multi-visit passes, multi-visit access passes, or the Greater Victoria Regional Recreation Pass unless medical or compassionate reasons are approved by the administrative supervisor, programmer or manager. Saanich Recreation does not permit pass suspensions or extensions.
A client who wishes to cancel their continuous pass can serve notice at any time and all future scheduled payments will be cancelled. The pass will remain valid until the date of the next scheduled payment. No pass suspensions or extensions are permitted. Lost or stolen passes and Saanich Recreation Access Cards are subject to a replacement charge.
Expiry Dates: Multi-visit access passes purchased as of August 3, 2021 will be valid for three (3) years from the date of purchase. After that point they will be considered expired; they will no longer be accepted and not eligible for refund or credit.
Green Fee Punch Passes sold at the Cedar Hill Golf Course abide by the terms and conditions listed in TeeOn. Please see TeeOn for more information or contact the Pro Shop to speak to a representative.
If I don't find the answers I need here who do I contact?
For more information and assistance you can contact any of our facilities below or email us at recreation@saanich.ca
Cedar Hill Recreation Centre: 250-475-7121
G.R. Pearkes Recreation Centre: 250-475-5400
Gordon Head Recreation Centre: 250-475-7100
Saanich Commonwealth Place: 250-475-7600
Cedar Hill Golf Course: 250-475-7150
Parks Department: 250-475-5522
Recreation Administration: 250-475-5422
How can I withdraw my pass?
Once you have completed your transaction, you cannot electronically withdraw from your pass. Please call or visit any of our Saanich Recreation Centres. These requests along with requests that result in a financial transaction can not be made by email.
Note: each pass type has different withdrawal requirements. They should be noted on your original receipt. You can also review our refund policy located in our FAQ's
How can I withdraw from a course?
Once you have completed your transaction, you cannot electronically withdraw from the course. Please call or visit any of our Saanich Recreation Centres. These requests along with requests that result in a financial transaction can not be made by email.
How do I create my customer account?
You must have an email address and be 13 years or older to create an account.
If you are registering a child for an activity, please create your own account and not an account for your child. Once your account is created, you can add family members and register them in activities.
To create an account:
1. Click on Create an Account in the upper right corner of the web page
2. Provide the information requested. Please note some fields are required, these fields are denoted with an ?*?. When you are finished, click Create Account. (If you are adding a family member to your account, click Create Account and Add Family Member.)
3. Please submit your request only once.
4. An email will automatically be sent to you after submitting your request for an account. Please keep it for your records.
I forgot my password. How do I reset it?
Click on the words "Sign in" that are found on the top right hand corner of this page or the home page page. You will then be taken to the sign-in page. Once there, click on the "forgot my password" link and follow the instructions to reset your password.
What if I get an "invalid login name or password" error when signing into my account?
What if I get an "invalid login name or password" error when signing into my account?
Invalid login name
You may have an invalid login name if:
1. Your email address was inputted incorrectly.
2. The email address you used to create your account is different than the one you are using now.
If your account was deactivated or you re-entered the login information and it didn't fix the problem, please contact us for assistance before creating a new account
Invalid password
If the password is invalid:
1. Click Forgot your Password?
2. Enter the email address you used to create your account
3. Click Submit and you will be sent an email with a temporary password
4. Sign into your account and then you will be prompted to change your password
If you are still experiencing difficulties, please contact us for assistance.
Please do not create another customer account.
How many accounts should each family have?
Each family should have one, primary account. Create the account in the name of the primary contact for the family.
When you finish creating your account:
1. Click on My Account and Manage Family Member
2. Complete the fields and click Save
3. Repeat the process for each family member/friend/relative you add