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COVID-19 Cancellation credits and refunds

Credits and refunds

The City of Ottawa is undergoing a phased reopening of services and programs impacted by COVID-19. Learn more about Ottawa’s reopening plan and new safety measures.

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 ottawa.ca. Registration and program information will be available on the Summer Camps webpage, in the coming days. 

Questions? Email CampSummerFun@ottawa.ca

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 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. 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?

The City will be extending current swimming membership expiry dates by 4.5 months.

The 4.5-month extension on the current swimming memberships covers the four months when operations were suspended due to the pandemic on March 16. Plus, it adds an extra two complimentary weeks to help members transition to the reopening.

Customers who pay for their membership by monthly installments on their credit cards will have payments resume on August 15. Customers who need to update their credit card information are asked to do so in-person at the pool facility, as credit card information cannot be updated online or over the phone.

Information regarding the extension of other types of memberships – such as all-inclusive, one option, aquafitness and corporate – will be coming soon.

Will monthly payments for my membership continue to be withdrawn from my account?

Customers who pay for their swimming membership by monthly installments on their credit cards will have payments resume on August 15. All monthly payments have been suspended since March 17.

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 

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 RCFSBTSS@ottawa.ca 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.

All existing arena bookings from July 1 to August 3 have been cancelled. The following organizations may rebook ice time at select arenas to train amateur or professional athletes, in groups of 10 or less:

  • A national sport organization funded by Sport Canada or a member club of such an organization;
  • A provincial sport or multi-sport organization recognized by the Ministry of Heritage, Sport, Tourism and Culture or a member club of such an organization;
  • A professional sport league or a member club of such a league;
  • A business or organization using the ice time to train amateur or professional athletes or to run amateur or professional athletic competitions.

Due to demand, the City is reopening some ice pads in July. The City has issued an invitation to all current permit holders to reapply for available July ice time. Only organizations that meet the requirements will be considered. Bookings will only be accepted by phone and email.

Teams must have:

  • Valid insurance
  • An attendance roster
  • Permission from a governing body