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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 further notice.

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.

March break programs

March break programs have all been cancelled and all withdrawals have automatically been initiated by the City. Clients do not have to submit a request for a refund. Refunds will be issued as quickly as possible but please expect a delay due to the volume of transactions being refunded.

Winter programs

If you are currently registered in a program running during the 2019-2020 winter session, your program will end early, and your account will automatically be adjusted with a credit for the missed classes. This credit can be used to register for another program with a later start date, or you can request a refund online.

Spring programs

If you registered for a program starting in the spring session (March or April), please note that these sessions will have a delayed start to accommodate facility closures. You will automatically receive a credit on your account for the cancelled/reduced classes, which you can use to register for another program, or you can request a refund online. Adjustments will be made once we know a reopening date for facilities and the restart of programming.

Summer programs

At this time, there are no impacts to any summer programs you may have registered for and online registration remains available at ottawa.ca.

How do I request a refund?

Currently you can only request a refund online. You can request a refund by logging in to your CLASS account and clicking on the ‘Request a Refund’ tab on the main page. If you have any questions, please email 123Go@ottawa.ca for assistance.

How long will it take to receive my refund?

We appreciate your patience as we work to process the high volume of requests brought about by facility closures. Any urgent inquiries can be directed to 123Go@ottawa.ca.

What if I have a membership with the City?

There has been a change in our approach and we will no longer be extending all memberships (unless a client specifically requests it). Once we have a re-opening date for recreation facilities, staff will amend all client memberships for the duration that City of Ottawa facilities were closed.

Will monthly payments for my membership continue to be withdrawn from my account?

Effective March 27, 2020 monthly scheduled payments will be 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.

Will monthly payments for my registered programs (ie. Before and After School, Inclusive Recreation, camps) continue to be withdrawn from my account?

No, we are suspending your monthly scheduled payment by credit card. Payment schedules will be adjusted to accommodate the shortened program time once we confirm the restart of programming. If you have provided us with post-dated cheques, we will contact you to discuss any required changes.

Rental contracts at City facilities

If the facility is still closed at the time of your rental booking, your rental contract will automatically be cancelled, and you will receive a credit to your account. This credit can be used at a later date or you can request a refund online.

Rental contracts at arenas

All 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 you can request a refund online.