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COVID-19 Cancellation credits and refunds

Credits and refunds

In response to the Government of Ontario’s emergency declaration, and to help protect our clients and the public from COVID-19, all City of Ottawa recreation and cultural facilities, including recreation complexes, community centres, arenas, swimming pools, theatres and museums are closed until June 30, 2020.

City programs, including March break camps, drop-in swimming and skating sessions and fitness classes, are cancelled. The information below provides you with information regarding credits and refunds for cancelled programs. Please note this information is subject to change as the situation evolves.

Programs that were to run until June 30

If you are currently registered in a program that was to run between now and June 30, your program is cancelled and you will automatically receive a refund. There is no need to request a refund or take any other action.

Summer programs

At this time, there are no impacts to summer programs scheduled to start after June 30 that you may have registered for. Online registration remains available on ottawa.ca.

How long will it take to receive a refund?

Due to the thousands of programs that will automatically be refunded, we appreciate your patience as we work to process the high volume of refunds brought about by facility closures. Please allow us up to eight weeks to complete your refund.

You will be refunded using the original method of your payment. Any urgent inquiries can be directed by e-mail to 123Go@ottawa.ca.

Can I withdraw online from a program that has not started yet?

Yes, you can withdraw from a program that has not begun by accessing your CLASS client account online. Withdrawals can be done up until midnight the day before the program starts. Once you withdraw, you will have the option of leaving the credit on your account or requesting a refund.

What if I have a membership with the City?

We will no longer be automatically extending memberships to make up for lost time during this facility closure. Once we have a re-opening date for recreation facilities, we will amend all client memberships for the duration that City of Ottawa facilities were closed.

If your membership expires prior to June 30, we will automatically refund you any remaining balance. Please allow up to eight weeks for this refund to be processed.

Will monthly payments for my membership continue to be withdrawn from my account?

Effective March 27, 2020 monthly scheduled payments have been suspended. Once recreation facilities re-open, we will credit your account for the number of days that we were closed. This credit will automatically be applied to your scheduled payments going forward until it is used up. Your scheduled payments will then resume as normal. If you wish to withdraw from your membership, you can do so at any time by emailing 123Go@ottawa.ca.

What if I want to cancel my membership?

If you wish to cancel your membership, you can do so at any time by emailing 123Go@ottawa.ca.

Rental contracts at City facilities 

All City facilities are closed until June 30, 2020. Rental contracts during this period will automatically be cancelled, and you will receive a refund. 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 their client account. This credit can be used at a later date or refunded. Casual ice rental contracts will automatically receive a refund.