Registration and booking FAQs

Find answers to common questions about registering for recreation programs, booking facilities, and managing your account.

Getting started with online registration

Our online registration system lets you search for programs, register for classes, book facilities, and manage your family's schedules from your computer or phone. You can also view your payment history and keep track of drop-in activity bookings.

Creating an account and adding family members

You cannot create a new account or add a family member online. To set up an account, call 519-555-0100 or visit any recreation facility in person. You must have a valid email address to use the online system. If you do not have email, you can still register over the phone or at a facility counter.

Finding programs and activities

You do not need an account to search for programs. You can browse by category, use the search bar for a specific course name, or filter by age, date, and location. To register, you will need to log in or sign up. Programs

Drop-in fitness and public swims

Registering for drop-in activities

Most drop-in activities allow you to pre-register online. You can book a spot up to 72 hours before the session starts. For example, if a class begins at 9:00 a.m. on Wednesday, registration opens at 9:00 a.m. on Sunday. Look for the "Register" button on the activity page. If you only see "More Info," the booking window is not yet open.

You can also pre-register in person or by phone. If you have a facility pass, the price will show as zero when you register. You can withdraw from a drop-in activity online, by phone, or in person before the session starts to free up your spot. Waitlists are not available for drop-in activities.

Withdrawing and refund policies

We want you to be able to change your plans when needed. Follow these guidelines to request a refund. Booking amendment or cancellation

  • Seasonal programs: You can get a prorated refund if you withdraw before the third class starts. After the third class, no refunds are given.
  • Camps and short programs (one week or less): Give fourteen days' notice for a full refund. Give seven to thirteen days' notice for a fifty per cent refund. No refund is given if you withdraw on or after the start date.
  • Private lessons and personal training: Give twenty-four hours' notice for a refund. If you give less notice, no refund is given.

To withdraw online, log in, go to your schedule, and click "Withdraw." Please withdraw as soon as you know you cannot attend so others can take your spot.

Buying facility passes and payments

You can buy 30-day, annual, or flex facility passes online. If it is your first time buying a pass, you must visit a facility in person to get your card taken and have your photo taken. You can check the details and expiry dates of your passes by logging in and going to "My Info."

You need a credit card to pay online if your account does not have existing credit. If you do not have a credit card, you can visit a facility in person to add credit to your account. Once the credit is on your account, you can use it to pay for registrations online. Make sure you have enough credit to cover the full cost of your registration.

Calendar and schedule tools

After you finish paying for a registration, click "Add to Calendar" to save the event to your phone or computer. You can also view your full family schedule in your account profile. Click on the family member's name, scroll to "Schedule," and choose between a calendar view or a list view.

Need more help?

If you have questions about registration, need help with your account, or require fee assistance, our team is ready to help.