Cancellations and Refunds

Cancellations

If minimum registration for a program or activity is not met, registration may be cancelled or combined with another equivalent program or activity. If cancelled, a refund or credit to your registration account will be provided.

Waitlists are available for a variety of courses. If you are on a waitlist you will be contacted only if a spot becomes available.

Refund Guidelines

Registered Programs

Active Beyond the Bell (ABTB) 

Registration fees are refundable if a request for withdrawal is received at least five days before the start of the program. If less then five days notice is given, registration fees are non-refundable.

Licensed Preschool

Registration fees are refundable if one month notice is provided in writing by the first day of the month. Example: If participant plans to leave preschool on January 1, 2025, notice of withdrawal must be provided on or before December 1, 2024. 

Day Camps, Advanced Aquatic Leadership courses, private and semi-private swim lessons 

Registration fees are refundable if a request for withdrawal is received at least five days before the start of the program. If less than five days notice is given, registration fees, less a 20% cancellation fee, will be refunded.  Registration fees are non-refundable once the program has started.

Personal training sessions

Personal training sessions are valid for one year from date of purchase and are non-transferable.
A minimum 24 hours notice is required for all session cancellations. If less than 24 hours notice is given, or you do not show up for a scheduled session, you will be charged for that session.
Refunds will only be granted if you sustain a medical condition that prevents you from continuing with training. A doctor’s note is required.

Swimming lessons, skating lessons, group fitness programs and other weekly registered programs

Registration fees are refundable if a request for withdrawal is received at least five days before the start of the program. If less than five days notice is given, the registration fee, less a 10% cancellation fee, will be refunded.  Registration fees are non-refundable once the program has started.

All program registration fees are non-transferable.

If you receive a waitlist notification email for swimming lessons, "Decline" the spot if you are:
• currently registered in a set of swimming lessons
• already registered for an upcoming set of swimming lessons

Note: Swimming lesson participants may only be registered for one set of lessons at any one time.

Drop-in Activities

One-time, drop-in activities that are reserved in advance such as gymnasium sports sessions, drop- in aquatic fitness and fitness classes and other reserved drop-in activities: ​

• 10-visit and 20-visit pass holders who do not attend a reserved drop-in session or do not provide at least one (1) hour cancellation notice prior to the start time of the session will have the session deducted from their pass. 
• Active Pass holders who do not attend a reserved drop-in session or do not provide at least one (1) hour cancellation notice prior to the start time of the session will have a $5 no-show fee added to their account. This fee must be paid prior to their next visit and/or at time of next visit.
• If you have a reserved drop-in session and do not attend or do not provide at least one (1) hour notice to cancel, it will be considered a no-show visit. 

The Outdoor Experience at Aldergrove Community Centre

Waterpark reservation fees are refundable if a request for withdrawal is received at least five days before the start of the program. If less then five days notice is given, registration fees are non-refundable.

Reservable group area bookings are refundable if a request for withdrawal is completed at least five days before the reservation date. If less than five days notice is given, registration fees, less a 20% cancellation fee will be returned.

Waitlists

Beginning March 31, 2025, customers on a waitlist will receive an automated email when a spot becomes available, from perfectmind@tol.ca with the subject line “Pending Confirmation Details.” Within the email, you will have the option to confirm or decline the spot.

Customers will have 36 hours from the time the email is sent to confirm or decline the spot. After 36 hours, the spot will be offered to the next person on the waitlist and the links within your email will no longer be valid.

Waitlist notification emails will be sent to the email address on the registrant’s account. Example: If a child is on a waitlist, the email will be sent to the email address on the child’s account (not the primary account).

If there is no email on your account, please contact one of our recreation facilities during business hours to update it. Staff will attempt to contact customers via phone as we transition to automated notifications.

Find answers to frequently asked questions.

If you receive a waitlist notification email for swimming or skating lessons, "Decline" the spot if you are:
• currently registered in a set of swimming or skating lessons
• already registered for an upcoming set of swimming or skating lessons

Note: Swimming or skating lesson participants may only be registered for one set of lessons at any one time,

How to withdraw from a program

Online withdrawal is available by logging into your account at tol.ca/recregister. Follow these steps. 

Contact customer service by phone at 604-534-3211 ext. 9 or contact one of our recreation facilities.