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COVID-19 Cancellation credits and refunds

Credits and refunds

As of October 10, the following restrictions are in place due to provincial measures to slow the spread of COVID-19:

  • Fitness centres including cardio and weight rooms are closed
  • Fitness classes and aquafitness are suspended
  • Team sports using City facilities are limited to training and drills, with no scrimmages or competitive play permitted
  • Interactive exhibits at museums, galleries and cultural facilities are closed

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.

Summer programs

All registrations for the regular summer programming, including swimming lessons, art classes, general interest courses, certification courses, skating lessons and fitness classes, will be automatically refunded.

Summer camps scheduled to run from June 29 to August 28 are being cancelled, and you will automatically receive a credit on your account by June 15, 2020.

Once the credit has been placed on your account, you can leave the credit for future use, or you can request a refund. Any unprocessed cheque payments will be returned to you and unprocessed credit card payments will be cancelled.

In response to the COVID-19 pandemic, we will begin offering a newly formatted summer camp that allows for physical distancing and follows emergency orders under direction from the Province of Ontario and Ottawa Public Health. These camps will remain conditional on the Provincial government allowing these programs to be offered.

Please note: Should you wish to have your child(ren) attend the new summer camps, you will need to re-register through Registration and program information will be available on the Summer Camps webpage, in the coming days. 

Questions? Email

You can also sign up for our DiscoverRec newsletter to receive up-to-date information in your inbox.

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

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. For summer camps, withdrawals can be done up until 7 days 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?

Fitness memberships have been extended to reflect the number of days they have been inactive, from the March 16 closure date until the day your membership service resumes, plus an extra 25 days as a thank you to our loyal clients.

Some memberships have been cancelled in order to avoid errors with monthly scheduled payments. If your membership has been cancelled, 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 will resume on October 15. If you have questions about your scheduled payments, please contact the facility where you bought your membership.

What if I want to cancel my membership?

If you wish to cancel your membership, please contact the facility where you bought your membership or email

Rental contracts at City facilities 

The City has cancelled all existing indoor rental agreements for the month of July. A credit will be provided to your account for cancelled rental contracts, which can be used at a later date. You can also access your account on line to request a refund. Please contact should you wish to discuss further.

The City will consider rentals of indoor space for up to 10 people on a case-by-case basis. Sports fields can be booked by teams and organizations for training and practice purposes only. The session can involve no more than two groups of up to 10 people at one time on the field – which includes coach and players – and they must follow the guidelines of their governing organizations. Players in a group are not interchangeable, and each group must maintain physical distancing from each other. Sports field and park event rentals for more than 10 people will also be cancelled for the entire month of July.

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.

The City is reopening some arenas for recognized sport organizations and leagues to rent for amateur and professional ice sport training and competitions.