Withdrawal or Refund Requests

Programs and memberships

We understand that unexpected events can happen to you too, 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 or membership before sending us your written request. Please submit a request in writing to the W.J. Henderson Recreation Centre, Leisure & Activity Centre or contact Recreation & Facilities.

Programs (except leadership and aquatic certification courses)

In the event you are unable to attend a session (including private lessons and semi-private lessons), make-up sessions, refunds or credits for missed sessions will not be offered.

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 before a program starts and a full credit will be placed on your account. All refund requests are subject to an administration fee.

On or after program start, 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.

Leadership and aquatic certification courses/day camps

No refunds will be approved within five business days of the first day of the course/camp except for medical reasons when accompanied by a doctor’s note.

Memberships

Withdrawal/refund requests made halfway or after the membership period has elapsed (50% or greater) will be processed for medical reasons only, and only for the time remaining on the membership, and must be accompanied by a doctor’s note. Requests will be processed as of the date of notification and cannot be backdated. All refund requests are subject to an administration fee.

Facility rentals

In order to cancel a Facility Rental Agreement, you must submit a request in writing to the W.J. Henderson Recreation Centre or by contacting Recreation & Facilities.

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 1:00pm 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.
Severe weather or governing body decision 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.

Arena

For Seasonal Users, if registration for the upcoming season is more or less than originally anticipated, the user may request an adjustment to their permit(s) by October 1st of each year; and,
A block of time greater than three (3) hours cannot be cancelled after October 1st.
After October 1st, any ice time cancelled with fifteen (15) Business Days or more notice will not be subject to penalty; and,
When ice time is cancelled with fourteen (14) Business Days or less notice, the Permit Holder will be financially responsible for the full cost of the cancelled time.

Pool

Any pool time cancelled with fifteen (15) Business Days or more notice will not be subject to penalty; and,
When pool time is cancelled with fourteen (14) Business Days or less notice, the Permit Holder will be financially responsible for the full cost of the cancelled time.

Sports fields

For Seasonal Users, if registration for the upcoming season is more or less than originally anticipated, the user may request an adjustment to their permit(s) by April 15th of each year.
After April 15th, any field time cancelled with fifteen (15) Business Days or more notice will not be subject to penalty.
When field time is cancelled with fourteen (14) Business Days or less notice, the Permit Holder will be financially responsible for the full cost of the cancelled time.
Any field time not utilized due to inclement weather, must be reported in writing, to the Township within one (1) 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.

Other facilities

Any facility not identified above will be subject to the following conditions:

Any facility time cancelled with fifteen (15) Business Days or more notice will not be subject to penalty.
When facility time is cancelled with fourteen (14) Business Days or less notice, the Permit Holder will be financially responsible for the full cost of the cancelled time.
In the case of Township parks, Sk8ter Park and Finkle’s Shore Gazebo, 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.

Refunds

If you are requesting 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 or if the individual chooses to leave the refund as a credit on their client account.
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).