• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: Why should I create an online account?
A: Creating an online account saves you time when registering in person and provides access to your family program schedule, transaction records and much more!
Q: How do I register on-line?
A: A: Once your account has been established, registration for programs and activities is easy:

At this time ONLINE registration is available for Special Events only. All other program registration will be available for January 2018.

1) Click the "Register Now" button on the registration home page.

2) Select the activity that you would like to enroll in. Clicking the underlined activity name will show you a detailed activity description.

3) Click the "Add to My Cart" button if you wish to register for the activity.

4) Next, login to your online registration account by entering your login information and password. Proceed to checkout by clicking the "Continue" button. From this screen you may remove activities from your cart or view more activities and add them to your cart.

*Important: If more than one family member will be attending the activity, change the quantity registering for the activity and then click on the "Update Cart" button.

5) Confirm your activity name, date and time, enrollee and price.

6) Click "Continue" to proceed with payment. You will be prompted that you are entering a secure site. Click "Yes". Enter your credit card information on the Payment Information Page. Click "Continue". This system accepts Visa, Mastercard and American Express.

*Please Note: The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the "My Account" button and change your residential address to match your credit card billing address.
Q: How do I create an online account?
A: To establish an online account you must create a Login Name and Password.

1) Click on the "Create Account" button.

2) Fill out the form for New Account Request completely, including all required fields, and click submit. Please submit your request only once.

*Please Note: Once you have an online registration account, you will have the opportunity to add family members (ie. children)

3) You will automatically receive an email after submitting your request for an account. Your account will be activated only after you have responded by clicking on the link provided in the email.
Q: What do I do if I forgot my password?
A: From the My Account program, enter your Login name. Then check the "Forgot your Password" box and click "Continue". You will advance to the custom security question you created when establishing your account. If answered correctly a new password will be emailed to your address on file.

If you are having difficulties, please contact our office during normal business hours and a member of our staff will assist you.

*Please DO NOT create another customer account.
Q: How many accounts should each family have?
A: We recommend that each family establish one account. Create the account in the name of the family primary contact and then add all family member names to the account after it is established (see next question).
Q: How do I add family members to My Account?
A: You may add family members in the two following methods:

1) During your account creation click on the ?Submit and add family member? button once your information has been entered.

2) Once your account has been created you may add family members by going to "My Account" and clicking the link "Change information about family members".
Q: Can I view my transaction history and print out my past receipts online?
A: Yes, from the date on which your online account is established. The "My Account" feature allows you to view a detailed list of your past transactions. Just login, click the "My Account" button, and select the ?Transaction History? link. Click on the receipt number to view specific receipts.
Q: How can I view a schedule of my family's upcoming scheduled activities?
A: The "My Account" feature allows you to view a weekly schedule of your family's upcoming scheduled programs. Just login, click on the "My Account" button, and then click on "Show Your Daily Schedule". Select the family members whose schedules you would like to view and click "Search". A weekly schedule will display all of the programs your family members have been enrolled in and allow you to click on the program for more information.
Q: Do I pay a convenience fee?
A: A: Yes, there is a small convenience fee typical of any internet sales. The fee is a percentage of the total receipt amount. this fee is not refundable.
Q: What are your program registration policies?
A: Here's a list of all of our program registration policies:

PROGRAM PAYMENT
Payment must be made in full at the time of registration. We accept cash, cheque, MasterCard or Visa. Credit card payments can be made over the phone.

PROGRAM CANCELLATION
If a minimum number of registrants are not met, we may have to cancel or combine classes due to insufficient registration. These decisions are made up to a week prior to the start date, so please register early to avoid cancellations. If your class is cancelled, you will be notified and issued a full-credit or refund.

CUSTOMER CANCELLATION
A full credit to your account or a refund will be issued if withdrawal notification is received 48 hours prior to start of the program. Refunds requested with less then 48hours notice of the program start date cannot be granted except for medical reasons or relocation and appropriate documentation my be requested. Leadership courses require at least 7 days withdrawal notice. If withdrawal occurs with less than 7 days notice a 50% refund will be issued.

WAITLISTS
We review the waitlists on a continuous basis and make efforts to accommodate everyone interested in the course. If a class is full please add your name to the waitlist so you can be contacted if a spot becomes available. You will not be charged for any classes while on the waiting list.

LATE REGISTRATIONS(After the programs starts)
As most of our programs are progression-based it is important that participants attend all classes. Some programs will accept late registrations up to a certain day (ie. day 3 of a 10-day lesson set.) Since 100% attendance is required for leadership courses late registrations are not permitted. Late registrations are not prorated.

MINIMUM AGES AND ABILITIES
For the safety and enjoyment of all participants, students must be of the correct age and ability prior to the first class of the program. (Exceptions may apply for program-specific reasons, please ask at the front desk.) If you?re unsure of your child?s swimming ability please bring them in for a free evaluation.

HOLIDAY / LONG WEEKENDS
For your convenience, programs are not scheduled to run on statutory holidays.

FINANCIAL ASSISTANCE
Program fees reflect amounts that allow programs to recover all direct costs (ie. instructor fees, program supplies, etc.) If you find it difficult to participate in any program or activity because of financial limitations, please ask our front desk staff about our Recreation Access Program.

NSF CHEQUES & AUTOMATIC DEBIT PAYMENTS
An administration fee of $20.00 will be charged on all NSF cheques and automatic debit payments.

CREDIT NOTES & REFUNDS
Program and customer cancellations will result in a credit note being applied to your account. This credit note can be applied to future registrations, memberships and/or merchandise purchases. Refunds can be requested from the front desk. Please allow 2-4 weeks for processing.
Q: What are your admission policies?
A: Children under the age of 7 must be accompanied by a caregiver (16+) at all times within the facility.

Children under the age of 13 must be accompanied by a caregiver (16+) to use the hot tub, sauna & fitness studio.
Q: Do you offer a family rate on admissions and memberships?
A: We offer discounted family admission and membership rates for up to 5 immediate family members (1 or a maximum of 2 must be a parent or legal guardian.) Additional children receive 50% off the admission or membership rates.

Please see our webpage for current pricing.
Q: Do you sell merchandise for your programs?
A: We have a great selection of swimsuits, goggles, squash racquets and accessories for sale at the front desk.
Q: Do you sell gift certificates?
A: Yes! You can purchase gift certificates in any dollar amount to be used towards all of our programs, merchandise, or memberships.