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COVID-19 Cancellation credits and refunds

Credits and refunds

What if I registered for a program?

Clients can go to their online account to withdraw from a registered program and can request a refund for the credit on their account. If assistance is required, please contact 123go@ottawa.ca.

What if I have a membership with the City?

Fitness memberships will be extended to reflect the number of days the service was not available. Inactive memberships that have not been used since September 1 will be withdrawn and refunded, with the exception of swimming memberships.

If your membership has been withdrawn, please visit any fitness facility and staff will help you with the purchase of a new membership.

Will monthly payments for my membership continue to be withdrawn from my account?

Scheduled monthly payments resumed on November 5 for the October 15 payment. Scheduled payments will continue to be run monthly for any active membership. If you have questions about your scheduled payments, please contact the facility where you bought your membership. As of November 6, any client purchasing a yearly membership will not have the option for scheduled monthly payments and will need to pay in full up front.

Rental contracts at City facilities 

For cancelled rental contracts, a credit will be placed on your account which can be used in the future. You can also access your account online to request a refund. Please contact RCFSBTSS@ottawa.ca regarding your facility contact should you wish to discuss further.

Facilities offering rentals as well as rental restrictions are listed on the rental information page. If you would like to reschedule your rental, please contact the facility using the email address listed on the facility page.

Seasonal rental contracts at arenas 

All seasonal ice contracts that are cancelled as a result of COVID-19 will receive a credit on account. This credit can be used at a later date or refunded. Casual ice contracts that are cancelled will automatically be refunded.