• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: How do I create my Customer Account?
A: Contact us to create your account before using this online registration site.

Call us at 604-664-1636 ext 0 or email us at info@placedesarts.ca.

Regular Hours of Operation
Mon, Sep. 7, 2020 – Sat, Jun. 27, 2021
-Mon – Fri 9:00 am – 9:00 pm
-Sat 9:00 am – 5:00 pm
-Sun 1:00 pm – 5:00 pm

Spring Break Hours of Operation
Mon, Mar. 22 – Fri, Mar. 26, 2021
-Mon – Fri 8:30 am – 5:30 pm

Summer Hours of Operation
Mon, Jun 27 – Sat, Aug 14, 2021
-Mon & Fri 8:30 am – 5:30 pm
-Tues – Thurs 8:30 am – 8:00 pm*
-Sat, Sun Closed

Place des Arts is closed on the following dates
Mon, Sep 7, 2020: Labour Day
Mon, Oct 12, 2020: Thanksgiving
Wed, Nov 11, 2020: Remembrance Day
Sun, Dec 20, 2020 – Sun, Jan 3, 2020: Christmas Break
Mon, Feb 15, 2021: BC Family Day
Fri, Apr 2 – Mon, Apr 5, 2021: Easter weekend
Mon, May 24, 2021: Victoria Day
Sun, Jun 27, 2021: Centre closed, summer hours of operation begin
Thurs, Jul 1, 2021: Canada Day
Mon, Aug 2, 2021: BC Day
Q: How do I add family members to my account?
A: If you would like to add a new family member to your account contact us and we can help you.

Call us at 604-664-1636 ext 0 or email us at info@placedesarts.ca.

Regular Hours of Operation
Mon, Sep. 7, 2020 – Sat, Jun. 27, 2021
-Mon – Fri 9:00 am – 9:00 pm
-Sat 9:00 am – 5:00 pm
-Sun 1:00 pm – 5:00 pm

Spring Break Hours of Operation
Mon, Mar. 22 – Fri, Mar. 26, 2021
-Mon – Fri 8:30 am – 5:30 pm

Summer Hours of Operation
Mon, Jun 27 – Sat, Aug 14, 2021
-Mon & Fri 8:30 am – 5:30 pm
-Tues – Thurs 8:30 am – 8:00 pm*
-Sat, Sun Closed

Place des Arts is closed on the following dates
Mon, Sep 7, 2020: Labour Day
Mon, Oct 12, 2020: Thanksgiving
Wed, Nov 11, 2020: Remembrance Day
Sun, Dec 20, 2020 – Sun, Jan 3, 2020: Christmas Break
Mon, Feb 15, 2021: BC Family Day
Fri, Apr 2 – Mon, Apr 5, 2021: Easter weekend
Mon, May 24, 2021: Victoria Day
Sun, Jun 27, 2021: Centre closed, summer hours of operation begin
Thurs, Jul 1, 2021: Canada Day
Mon, Aug 2, 2021: BC Day
Q: What should I do if I forget my password?
A: When you are prompted to sign in, check the Forgot your Password box and click Continue. You will be requested to provide the email address you used to create your account. After providing your email address, you will be requested to verify your identity by providing your first and last name as well as your date of birth. Upon submission, an email will be sent to you containing a temporary password. Upon signing in, you will be prompted to change your password.

If after completing this procedure you are still experiencing difficulties, please contact our office during regular business hours and a member of our staff will assist you.

*Please DO NOT create another Customer Account.
Q: Can I view Activities without registering?
A: You can always browse through the Activities without registering. Click View Activities button and look at all the Activities that are offered.
Q: How do I register for an Activity?
A: Once your account has been established, registration for Activities is easy:

1) Click the View Activities button on the registration home page.

2) Select the Activity that you would like to enroll into. Clicking the underlined 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, sign in to your online registration account by entering your Login Name 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.

*Please Note: If more than one family member will be attending the Activity, click on the button labeled, Add Another One (located under the Shopping Cart screen).

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. Enter your credit card information on the Payment Information Page and agree to any required waiver(s) and confirm the payer meets the age requirement of "13 Years or Older". Click Continue. This system accepts Visa, MasterCard, Discover 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.

7) Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: What will happen if I try to register for an Activity that is full?
A: Your name will be placed on a waiting list. You will be contacted in the event that a space opens for that Activity or additional Activities are added. If we are unable to contact you, your space will be given to the next customer on the waiting list.

If you do not want to be placed on the waiting list, click the Remove button that appears on the Shopping Cart screen.

*Please Note: Placement on a waiting list does not guarantee a spot in the Activity. It is recommended for guaranteed participation, please choose another Activity with registration space.
Q: What is a Processing Fee?
A: Please be advised that all online transactions are subject to a non-refundable 4.5% processing fee (minimum $1) charged by Active Network Ltd., our online registration software provider. Place des Arts cannot refund for this processing fee for withdrawals or cancellations.
Q: Can I view my transaction history and print out my past receipts?
A: You can view your transaction history and print your receipts once your Customer Account with login credentials has been established. To access this information, please click on the My Account link (located at the top right-hand corner of your screen).

To view prior transactions, you may click on the List of Receipts link. Only receipts from the 16/17 season and on will be available.
Q: What is Place des Arts? Withdrawal and Cancellation policy?
A: Policies for Classes, Camps and Lessons

Enrolment Modification Fee: A student may make up to one (1) enrolment modification to their Sep-Jun class/lesson. A $15 service fee will be applied to any additional modifications initiated by the student.

Withdrawal Policy for Private, Semi-Private and Trio Lessons¬
A student may withdraw from private, semi-private or trio lessons at any time. A withdrawal fee equal to one lesson fee will be charged. Notice must be provided to the registration desk, over the phone or via email to info@placedesarts.ca. The registration fees are non-refundable. Deposits and production fees for dance are refunded as listed below. Note: Due to our private music lesson studio sizes, in-person semi-private and trio lessons in music will not offered in the 2020/2021 season.

Withdrawal Policy for Trial Private Lesson(s)
A student may withdraw up to two (2) days prior to the trial lesson. No refunds will be granted after the two (2) day period has passed. 24 hours’ notice is required for rescheduling a trial lesson. A service fee will be charged for more than one rescheduling.

Withdrawal Policy for Sep-Jun Classes and Ensembles
A student may withdraw from Sep-Jun classes at any time. A withdrawal fee equal to one class fee will be charged. Notice must be provided to the registration desk, over the phone or via email to info@placedesarts.ca. The registration fees and any applicable supply fees are non-refundable.
See Fees and Deposits below, regarding refunds for dance and theatre classes.

Withdrawal Policy for Coquitlam Youth Theatre Classes
A student who withdraws from Coquitlam Youth Theatre prior to, or by September 30 will be granted a refund of any remaining class fees less the non-refundable registration and production fees. Notice must be provided to the registration desk, over the phone or via email to info@placedesarts.ca. Refunds will not be granted to students who withdraw after September 30. Exceptions for medical or compassionate reasons may be considered upon receipt of a written request to info@placedesarts.ca. A medical certificate may be required. Upon approval, a refund of any remaining class fees will be granted, less the non-refundable registration and production fees.

Withdrawal from in-person and/or online Fall, Winter, Spring, Summer session classes and workshops, Day of the Arts, Spring Break Camps
A student may withdraw up to seven (7) days prior to the class or workshop start date. A refund of the class fee will be granted less the non-refundable registration fee and online processing fee. Refunds will not be granted after the seven (7) day period has passed. Exceptions for medical or compassionate reasons may be considered upon receipt of a written request submitted at least 24 hours prior to the start date of the class to info@placedesarts.ca. A medical certificate may be required. Upon approval, a refund of the class fee will be granted, less the registration fee, online processing fee and any applicable supply fees.
Note: Due to COVID-19, any classes that include curb-side pick up of supply kits become non-refundable once the kit has been picked up.

CANCELLATIONS
If Place des Arts is ordered by the Provincial Health Authority to close our facility or suspend in-person participation due to the pandemic, most classes/lessons will automatically transition to online and will not be cancelled. Refunds will not be granted for classes/lessons that transition online.

Cancellation of in-person and/or online Class(es)/Lesson(s)
If one or more class(es)/lesson(s) is cancelled by Place des Arts due to low enrolment or a facility closure*, a full or partial refund of the Place des Arts fees will be granted or, in some circumstances, make-up(s) will be scheduled. If make-up class(es)/lesson(s) cannot be accommodated by Place des Arts or the teacher, or the student is unavailable to attend the make-up class(es)/lesson(s), a refund of the class/lesson fees will be granted.

If individual class(es)/lesson(s) are cancelled due to teacher absence, a refund of the class/lesson fees will be granted, or a qualified substitute will teach the class(es)/lesson(s) or, in some circumstances, make-up(s) will be scheduled. If make-up class(es)/lesson(s) cannot be accommodated by Place des Arts or the teacher, or the student is not available to attend the make-up class(es)/lesson(s), a refund of the class/lesson fees will be granted.

*please see our COVID-19 Policy

MISSED CLASSES

Missed In-Person and/or Online Class(es)/Lesson(s) and Trial Private Lessons
No refunds or make-ups** will be granted for class(es)/lesson(s) missed by the student for reasons including, but not limited to, illness***, scheduling conflicts, vacation and/or technical difficulties experienced during an online class or lesson.
**see Missed In-Person Private Lessons due to Student Illness during COVID-19.
***some Place des Arts classes are structured to accommodate in-person and online students at the same time. Students who cannot attend their in-person class due to COVID-19 symptoms, exposure, or any other respiratory illness, can arrange with the registration desk with at least two hours advance notice, to attend their regularly scheduled class online via Zoom livestream.

Missed In-Person Private Lessons due to Student Illness during COVID-19
As per Place des Arts’ COVID-19 Safety Plan, students should not enter our premises if they are experiencing any symptoms of COVID-19. Students who can not attend their in-person private lesson due to COVID-19 symptoms, exposure or any other respiratory illness, can arrange with their teacher or the registration desk with at least two hours advance notice, to attend their regularly scheduled private lesson online via Zoom livestream. Students who are too ill to attend the private lesson online or whose teacher does not offer lessons online, will be offered a make-up lesson. Students will be limited to two make-up private lessons per season due to illness.
Note: this policy does not apply for in-person Sep-Jun group or fall session classes


FEES AND DEPOSITS

All fees and deposits are required to be paid in full at the time of enrolment unless otherwise stated.

Online Processing Fee
All online enrolments are subject to a non-refundable processing fee (calculation based on enrolment cost) charged by Active Network Ltd., our online registration software provider. Place des Arts cannot refund this processing fee for withdrawals or cancellations since it is not refunded to Place des Arts by ActiveNet.

Year-End Dance Recital Production Fee
A $45 year-end dance recital production fee is applied per student enrolling in any Sep-Jun dance classes that participates in the year-end dance recital. This fee is used to offset the production costs (sets, props, venue rental) and the video of the annual year-end dance recital. Each student will receive a password-protected online video link to view the dance recital video. For the 2020-2021 season, the Dance Recital Production Fee will not be payable until the recital date, format and venue is confirmed. At that time, students will be notified, and the fee will be collected. Once collected, the fee is non-refundable.

Year-End Dance Recital Costume Deposit
All students performing in our annual year-end dance recital will require a costume for each dance they perform. A $90 costume deposit is applied per Sep-Jun dance class that performs in the recital. For the 2020-2021 season, the Year-End Dance Recital Costume Deposit will not be payable until the recital date, format and venue is confirmed. At that time, students will be notified, and the deposit will be collected. Once collected, the deposit is non-refundable.
Note: This deposit is an estimated amount. Depending on the final cost of your costume(s), you may be required to pay more, or a portion of this deposit may be returned/refunded.

Dance Competition Entry Fee Deposit and Costume Deposit
Dance competitions are annual adjudicated competitions that take place from March to May. A $100 festival entry fee and a $90 costume deposit will be applied to all competitive classes and are payable at the time of registration. A full refund will be granted if notice to withdraw is provided before January 31. Refunds will not be granted after this date has passed.
Note: This deposit is an estimated amount. Depending on the number of competitions you are entered in or the final cost of your costume(s), you may be required to pay more, or a portion of this deposit may be returned/refunded.

Non-refundable Coquitlam Youth Theatre Production Fee
A $400 production fee is payable in full at the time of enrolment and is non-refundable. The production fee is used to offset the production costs (production designer, costumes, sets, props, venue rental, royalties and scripts, transportation for props, tech fees, designers) of the theatre productions.