How to change or cancel a booking
You may update or cancel a facility booking through your online account or by contacting us directly. We process all requests within five business days. You will receive a confirmation email once your booking is updated or cancelled. Please note that your change is not officially confirmed until you receive that email.
How to submit a request
- Log in to the online portal.
- Select "My Reservations" and choose the booking you want to change.
- Click "Edit" to change the date or time, or "Cancel" to remove the booking.
- Submit the form and wait for your updated confirmation email.
If you need help or cannot access the online system, email [email protected] or call 519-555-0100. Please include your permit or booking number in your message so we can locate your file quickly.
Refund and cancellation policy
We issue refunds based on how much notice you give us. All refund requests are processed within five business days.
| Notice period | Refund amount |
|---|---|
| 14 days or more before the booking | 100% refund |
| 7 to 13 days before the booking | 50% refund |
| Less than 7 days before the booking | No refund |
A $30.00 administration fee applies to all amendments made within seven days of the booking date. This fee is non-refundable and covers the staff time required to reprocess the space.
No-shows and missed bookings
If you do not cancel your booking and do not show up, we will charge your payment method in full. Repeated no-shows may result in a temporary suspension of your booking privileges. We review no-show records monthly to keep facilities available for other residents.
Seasonal and group bookings
Leagues and seasonal permits follow different rules. You must give at least two months' notice to cancel a recurring seasonal booking and receive a full refund. For single-event group rentals, please refer to the specific facility page for its cancellation terms. Large tournaments require a separate permit and follow the event policy timeline.
Need more help?
For questions about refunds, permit transfers, or special circumstances, contact the Facilities team. We are happy to review your situation and guide you through the next steps. You can also visit the main Facilities page for a full list of bookable spaces and their unique rules.