Cancellations and Withdrawals

Cancellations by user

Program cancellations

We understand that unexpected events can happen, so if you need to withdraw from a program, we can help. Please check out the withdrawal process and cut off dates that apply to your program booking below or in the Recreation Cancellation and Refund Policy before sending us your written request. To cancel a program and request a refund please fill out a Refund Request Form.

Township authority

The Township reserves the right to cancel or alter any sessions, times, cost or locations for programs without notice as required due to low enrolment, change of policy, availability of facilities or instructors, or inclement weather. Full refunds will be issued for course cancellations only.

Before the program start date

Withdrawals may be made up to seven days prior to the start of a program and a full credit will be placed on your account. Any withdrawal requests with less than seven days are subject to Township review. All refund requests may be subject to an administration fee except for medical reasons when accompanied by a doctor’s note.

On or after program start date, before the third session

Withdrawal/refund requests received on or after the start date of the program, regardless of session start time, will be pro-rated as of the date of notification and cannot be backdated. Withdrawal/refund requests may be made no later than one business day prior to the third session. A pro-rated credit for the remaining sessions can be left on your account for future program registration use. Refund requests will be pro-rated as of date of notification and subject to an administration fee.

On or after the third session of the program

Withdrawal/refund requests made on or after the day of the third session of the program, regardless of the class start time, will be processed for medical reasons only for the remaining sessions of the program and must be accompanied by a doctor’s note. Requests will be processed as of the date of notification and cannot be backdated. Medical requests are not subject to an administration fee.

Membership cancellations

Refund requests for memberships will be processed for medical reasons only. These requests must be accompanied by a doctor's note, and will only apply to the time remaining on the membership. Requests will be processed as of the date of notification and cannot be backdated. To request a refund, fill out the Refund Request Form.

Facility rental cancellations

To request a cancellation of your Facility Rental Agreement, please fill out the Refund Request Form. Details about our facility cancellation policy can be found below, or in the Recreation Cancellation and Refund Policy.

Township authority

The Township reserves the right to reasonably postpone, reschedule or cancel any facility booking as a result of any of the following conditions:

Should there be a breach of any conditions or regulations related to the use of the facility.
Should the Township be of the opinion that the premises are not being used for the purpose specified on the Facility Rental Agreement.
In the case of sports fields, in order to prevent damage to the fields or injury to participants. Every attempt will be made to contact Permit Holders and an update will be posted to the Township website. User groups are expected to respect field closures for the safety of the participants and to maintain the integrity of the fields.
- On inclement weather days, decisions about outdoor sports field closures will be made by 1 p.m. and the information posted online.
For emergency purposes or to comply with any government order or regulation including those related to public health and states of emergency.
If the use poses a safety risk or may in any way conflict with the policies or reputation of the Township.

The Township also reserves the right to cancel any booking without cause, on short notice for certain purposes, including, but not limited to, special events, conflicting bookings, bookings made under a false pretense, or mechanical problems.

General information

For Seasonal Users, cancellations due to playoff eliminations will be permitted without a penalty and must be reported within one business day of the elimination(s); the returned times will be consistent for the remainder of the season.
Severe weather cancellations will be approved by the Township on a case-by-case basis.
Specific dates (blocks) within a season (including stat holidays and school breaks) that will not be required will be permitted to be returned as per the deadlines outlined below and in the Recreation and Cancellation Policy.

Seasonal users - arena, pool, sports fields

If registration for the upcoming season is more or less than originally anticipated, the user may request an adjustment to their permit(s) within thirty days of the start of the season as defined by the Township through the annual allocation process; and,
A block of time greater than two hours cannot be cancelled after the first thirty days of the season.
After the first thirty days of the season, any time cancelled with thirty days or more notice will be subject to an administration fee.
When ice time is cancelled with twenty-nine to fifteen days notice, the Permit Holder will be financially responsible for fifty percent of the costs of the cancelled time.
When ice time is cancelled with fourteen days or less notice, the Permit Holder will be financially responsible for the full cost of the cancelled time.
Field users: Any field time not utilized due to inclement weather, must be reported in writing, to the Township within one business day of the cancelled time to avoid penalty. Any unused field time not reported within one business day will be subject to the entire rental fee.

Occasional or one-time bookings - arena, pool, sports fields

For Occasional Users any facility time cancelled within fifteen business days or more notice will not be subject to penalty.
When facility time is cancelled within fourteen business days or less notice, the Permit Holder will be financially responsible for the full cost of the cancelled time.
Field users: Any field time not utilized due to inclement weather, must be reported in writing, to the Township within one business day of the cancelled time to avoid penalty. Any unused field time not reported within one business day will be subject to the entire rental fee.

Park bookings

In the case of Township parks, any facility time not utilized due to inclement weather must be reported to the Township within one business day of the cancelled time to avoid penalty. Any unused facility time not reported within one business day will be subject to the entire rental fee.

Cancellation and refund request process

If you are requesting an account credit or a refund, either by cheque or to the original credit card that was used for payment, you must complete a Refund Request Form.
All refund requests are subject to an administrative fee, unless the withdrawal/cancellation is for medical reasons.
If you wish to have a credit on account paid out by cheque or to the original credit card, the refund will still be subject to an administrative fee and a Refund Request Form needs to be completed.
The Township has the authority to review all refund requests on a case by case basis and determine refund eligibility, whether the administrative fee will be assessed and the amount of the refund (if applicable).

Township cancellations

Sometimes unexpected events necessitate that a program or service must be rescheduled, relocated or cancelled. In those circumstances we will share the relevant information as soon as it is available.

To be notified when recreation closures and cancellations occur, subscribe to receive email notifications. Enter your contact information on the subscription form and check the box next to 'Recreation Cancellations'.