Facility and recreation registration frequently asked questions

For fall 2015 tax receipts:

1. Sign in to your account at recreation.vancouver.ca.
2. Select My Account.
3. Select My Payment Receipts.
4. Select the receipts you need.

Please visit your nearest community centre where staff can assist you with your request.

The fee is $35.00.

We accept: 

• Visa
• Visa-Debit
• MasterCard
• American Express
• Prepaid credit cards

You must have an email address and be 13 years or older to create an account.

If you are registering a child for an activity, please create your own account and not an account for your child. Once your account is created, you can add family members and register them in activities.

To create an account:

1. Click on Create an Account in the upper right corner of the web page
2. Provide the information requested. Please note some fields are required. When you are finished, click Create Account. (If you are adding a family member to your account, click Create Account and Add Family Member.) Please submit your request only once.
3. An email will automatically be sent to you after submitting your request for an account. Please keep it for your records.

Invalid login name

You may have an invalid login name if:

• You haven't registered online for an activity for more than a year. It's likely that your account has been deactivated.
• Your email address was inputted incorrectly.
• The email address you used to create your account is different than the one you are using now.

If your account was deactivated or you re-entered the login information and it didn't fix the problem, create a new account by clicking Create an Account at the top right corner of the page.

Invalid password

If the password is invalid:

1. Click Forgot your Password? 
2. Enter the email address you used to create your account
3. Click Submit and you will be sent an email with a temporary password
4. Sign into your account and then you will be prompted to change your password

If you are still experiencing difficulties, please call 3-1-1 for assistance.

Please do not create another customer account.

If you haven't registered online for an activity in more than a year, it's likely that your account has been deactivated and you will need to create a new one. Please click Create an Account at the top right corner of the page.

1. Click on the Sign In button
2. On the login page, click Forgot your Password?
3. Enter the email address you used to create your account
4. Click Submit

You will be sent an email with a temporary password. Sign into your account and then you will be prompted to change your password.

If you are still experiencing difficulties, please call 3-1-1 for assistance.

Please do not create another customer account.

Yes. When adding family members to your account, select the friend or relative option in the box labelled Role in Family in the personal information section.

Each family should have one, primary account. Create the account in the name of the primary contact for the family.

When you finish creating your account:

1. Click on Create Account and add family member
2. Complete the fields and click Save
3. Repeat the process for each family member/friend/relative you add

The registration and reservation online system works best on the following.

Web browsers

• Internet Explorer: version 10 or 11
• Google Chrome: latest version
• Apple Safari: On iOS devices

Operating systems

• Microsoft Windows: Windows 7, 8, and 8.1
• Apple iOS: Operating system 8.1 (registration module only)

 You can use other browsers and operating sysems but you may run into issues.

Once you have an online account, registering for activities is easy.

1. Use the Search function on the registration home page. You can search by entering a keyword in the blank text box or leave it blank and click Search to see all activities. You can refine your search using the filters:

• Where
• When
• What

If you have a problem finding the activity, clear all the filters and try again.

Tip: Click on an activity name or Quick View to see more detailed information.

2. Select the activity and click Add to Cart
3. Log into your account ( If you are already logged into your account, this window won't appear):
   1. Select the name of the person who will be taking this activity from the Select the Family Member to Enroll drop-down box ( If the person isn't listed, click on the Create a new Family Member and add them to the list.) 
   2. Click Next

4. Review the fees and click Proceed to Shopping Cart

   Tip: Add another participant to the activity or add an activity to your cart and continue shopping by clicking on the appropriate links. 

5. Review and confirm your shopping cart items. If you are using a gift card, enter the number in the gift card number field and click Apply. 
   
    To remove activities from your cart:

• Edit or remove the participant
• Add another participant, or view more activities
• Add them to your cart

6. Click Proceed to Checkout  
   1. Complete the payment information fields. We accept:
      • Visa
      • Visa-Debit
      • MasterCard
      • American Express
      • Prepaid credit cards
   2. Click Next to proceed with payment on our secure site
      • Complete and agree to any required waiver(s) and age requirements
7. Once your payment has been approved, your receipt will appear onscreen. Please print a copy for your records.

1. Select the name of the person to register for the activity
2. Click Next
3. On the Select Fees screen, click Register Another Participant for this Activity below the Proceed to Shopping Cart button

Use this process to register as many participants as needed. 

You won't be able to register for a course that is full, but you can add your name to the waiting list.

If a space opens for that activity or additional sessions are added, you will likely be contacted first by phone and later by email. If we are unable to reach you, your space will be given to the next person on the waiting list.

If you don't want to be placed on the waiting list, click Remove, which appears on the Shopping Cart screen.

Placement on a waiting list does not guarantee a spot.

An incomplete entry in your shopping cart can mean different things. You may have selected a course where you did not meet a certain requirement: age, skill, pre-requisite, etc.

You can fix an incomplete entry in two ways:

1. The specific reason your entry is incomplete is always provided on the screen where you select the participant. Click Edit to start the enrollment again; this will take you back to the select participant page where specific error messages are listed. 
2. Click Remove to the left of the error message and start over. The specific error will be listed on the page where you select the participant.

Yes. Click the Register for Activities and browse the activities offered on the Activity Search screen without selecting Add to Cart.

Wish list

You can add activities that aren't available for online registration to your account. Once registration starts, you can return to the wish list and enroll in your wish list activity.

To add an activity to your wish list:

1. Log into your account
2. Click Register for Activities
3. In the activity search page, search for the activity
4. Click on the activity under the Name column
5. Click Add to Wish List 

To add more activities to your wish list, click Add Activity to return to the activity search page.

Waitlist

Courses that are full offer a waitlist option if a space becomes available. You will receive a confirmation email if you have successfully been added to the waitlist. We will contact you in the event that a space opens up. Our staff will generally try to reach you by phone first and sometimes follow up with an email.

More

Courses that are similar are grouped into this button. For example, clicking More will take you to a page with similar activities that have possibly different times and dates.

You have successfully registered for a program, class, or activity when:

1. You see a message stating that your order or registration was completed successfully
2. You receive a confirmation email from Vancouver Recreation

Contact your community centre directly. Learn about our refund policies below.

Britannia Community Services Centre

Administration fees:

• $5 (for day camps)

Refund or cancellation policy: 

• Refund if requested 48 hours prior to the second class
• No refunds after second class

Exceptions or notes: 

• One week (7 days) prior to the start of workshops and outing, get a full refund
• Less than seven days notice prior to the start of workshops and outing, no refunds will be given

Coal Harbour Community Centre

Administration fees:

• $5 per program
• $10 multiple programs (for programs over $20)

Refund or cancellation policy:

• Full refunds will be issued for cancelled programs or for anyone who is unable to attend a program due to a change of date or time. All programs are subject to change or cancellation on short notice.
• Refunds will be pro-rated from the date requested and must be requested 24 hours prior to the next scheduled class to avert further charges.
• Refunds for all day camps must be requested a minimum of 10 business days prior to the first day of camp every week. Business days are deemed Monday to Friday.

Exceptions or notes:

• Refunds for one-day or two-day programs and out trips must be requested 48 hours in advance unless otherwise noted. 
• 14 days notice for birthday parties
• All cash payments will be refunded in the form of a mailed cheque within 3 weeks of the refund date or may be applied as a credit on account if requested. All refund requests for programs originally paid by cheque will be subject to a 30 day waiting period

Creekside Community Recreation Centre

Refund or cancellation policy:

• Refund prior to program start
• Pro-rated once program has begun
• Refund for remaining classes if requested 48 hours prior to the start of the next class

Exceptions or notes:

• Two full weeks advance notice required for birthday parties

Dunbar Community Centre

Administration fees:

• $10 (per course)

Refund or cancellation policy:

• Refund if requested 48 hours prior to the start of the second class (call community centre for exceptions)
• Refund if we cancel a program (no processing fee)

Exceptions or notes:

• 48 hours notice for one and two day workshops, special events, and outtrips
• One week notice for Outdoor Sports 7 Hikes and birthday parties
• Youth programs may have exceptions in the course description

False Creek Community Centre

Administration fees:

• $5

Refund or cancellation policy:

• Refund if requested 24 hours prior to program start
• Pro-rated refund if request made 72 hours prior to the third class once the program has begun
• No refunds are provided after these deadlines without a medical note

Exceptions or notes:

• Special events, one-day workshops, out trips, birthday parties, day camps, and waterfront programs: refund if requested 7 days prior to program starts
• Tennis programs: refund if requested 72 hours prior to program starts

Hastings Community Centre
(including Templeton Park Pool multipurpose room HCA programs)

Administration fees:

• $10 (per course)

Refund or cancellation policy:

• Refund if requested 48 hours prior to program start
• Pro-rated once program has begun (admin fee)

Exceptions or notes:

• 30 days notice in writing for licensed preschool and out of school care
• 10 days notice for withdrawals and transfers of all seasonal day camps (admin fee applies)

Hillcrest Community Centre

Administration fees:

• $4 (per course)

Refund or cancellation policy:

• Refund if program cancelled or altered
• Refund if requested 48 hours prior to the start of the second class (call community centre for exceptions)

Exceptions or notes:

• Seven days notice for week-long programs
• Refunds made for cheque payments may take up to 14 days

Kensington Community Centre

Administration fees:

• $5 (per course)

Refund or cancellation policy:

• Refund 48 hours prior to the third class

Exceptions or notes:

• 48 hours notice for all workshops, out trips, and special events
• Refer to your registration receipt for childcare programs
• Seven days notice for daycamp programs

Killarney Community Centre

Administration fees:

• $5 (excluding rink and pool activities)
• $2 transfer fee (additional)

Refund or cancellation policy:

• Refund if program cancelled
• Refund five days prior to program start
• Prorated refund from request date
• No refunds or transfers after second class
• No refunds for one and two-day programs
• Transfer requests received after first class, will be charged price of one class

Exceptions or notes:

• Contact the office for special events, bus trips, licensed childcare, out of school care, daycamps, or birthday parties refund/transfer policies.

Kitsilano Community Centre

Administration fees:

• $5 (excluding rink and pool activities)

Refund or cancellation policy:

• Refund if requested 48 hours prior to third class
• No refunds after third class

Exceptions or notes:

• Two days prior to workshops and outdoor programs
• Seven days prior to any activity start date and time for camps, luncheons, private lessons, and bus trips
• Birthday parties:
  • One month's notice - full refund
  • Two week's notice - 50% refund
  • Less than one week's notice - no refund

Marpole - Oakridge Community Centre

Administration fees:

• $5 (per course), includes 1 day programs and workshops.

Refund or cancellation policy:

• Full refund seven days prior to program start date. Prorated refund from request date. No refunds if request is three days prior to second class.

Exceptions or notes:

• Daycamps, birthday parties and special events refund requests must be received 12 or more days prior to the event or program start date.

Mount Pleasant Community Centre

Administration fees:

• $3 (per course)

Refund or cancellation policy:

• Refund 48 hours prior to the second class
• Refund if program cancelled or date and time changes

Exceptions or notes:

• 48 hours advance notice required for workshops and one session programs
• Refunds will be issued based on the original method of payment.
• Some programs are exempt from the refund policy, such as 3 Corners Daycare, preschool, out of school care, and seasonal daycamps. Please contact the community centre for more information.

Renfrew Park Community Centre

Administration fees:

• $5 (per person, session, and weekly program)

Refund or cancellation policy:

• Refund prior to start of class (sessional program)
• No refunds after second class (sessional program)

Exceptions or notes:

• Refunds must be done in person or over the phone
• Refund requests for classes (sessional programs) must be made during community centre office hours one day prior to class starting
• Refund requests for bus tours, one and two day programs, and weekly camps must be made during community centre office hours two days prior to program starting
• Refund after second class when you supply a medical note with your cancellation request
• Contact the office for room rental, birthday party, badminton court rental, and licensed preschool refund/transfer policies

Roundhouse Community Arts and Recreation Centre

Administration fees:

• $10 refund fee (for programs over $20)
• $5 transfer fee (for programs over $20)

Refund or cancellation policy:

• Refund 24 hours prior to program start (less admin fee)
• Prorated refund from request date
• No refunds after the second class

Exceptions or notes:

• Seven days notice for tennis lessons and daycamps
• 10 days notice for birthday party refunds
• 72 hours notice for refunds for special events, workshops, woodworking, cooking, bus tours, and knitting/crochet programs

Strathcona Community Centre

Administration fees:

• $5 (per person)

Refund or cancellation policy:

• Refund prior to program start date
• Pro-rated once program has begun

Sunset Community Centre

Administration fees:

• $5 (per person and course)

Refund or cancellation policy:

• Refund and transfer must be requested at least 48 hours prior to the start of the second class. If the first class has been attended, the refund will be pro-rated (first class will be deducted from the refund). No refunds thereafter.
• No refunds if you register after the 2nd class.

Exceptions or notes:

• Refund requests for specialty programs (daycamps, cooking classes, luncheons, personal training, special events, and workshops) must be submitted seven days prior to the first scheduled class
• Birthday party refunds and transfers must be made fourteen days prior to schedule party
• Cash and debit card refunds will be returned by cheque
• Refunds on credit card will be refunded back on the same card

Thunderbird Community Centre

Administration fees:

• $4 (general admin fee)
• $8 (day camp admininstration fee)
• $25 (birthday party admin fee)

Refund or cancellation policy:

• Refunds prior to second class
• Pro-rated once program has begun

Exceptions or notes:

• Refund after second class when you supply a medical note with your cancellation request
• Refunds under $5 will be issued as credits

Trout Lake Community Centre

Administration fees:

• $5 (per person and program)

Refund or cancellation policy:

• Refund 24 hours prior to completion of the second scheduled class
• Pro-rated once program has begun
• Refund if program cancelled
• Refund seven days prior to start of personal training, workshops, and all camp programs
• Refund 14 days prior to start of birthday parties

Exceptions or notes:

• Refund when you supply a medical note with your cancellation request
• Refunds will be returned by method of payment, with the exception of cash. Cash refunds will be returned by cheque and may take up to 14 days.

West End Community Centre (Barclay Manor)

Administration fees:

• $5 per program
• $10 multiple programs (for programs over $20)

Refund or cancellation policy:

• Full refunds will be issued for cancelled programs or for anyone who is unable to attend a program due to a change of date or time. All programs are subject to change or cancellation on short notice.
• Refunds will be pro-rated from the date requested and must be requested 24 hours prior to the next scheduled class to avert further charges.
• Refunds for all day camps must be requested a minimum of 10 business days prior to the first day of camp every week. Business days are deemed Monday to Friday.

Exceptions or notes:

• Refunds for one-day or two-day programs and out trips must be requested 48 hours in advance unless otherwise noted. 
• 14 days notice for birthday parties
• All cash payments will be refunded in the form of a mailed cheque within 3 weeks of the refund date or may be applied as a credit on account if requested. All refund requests for programs originally paid by cheque will be subject to a 30 day waiting period

West Point Grey Community Centre

Administration fees:

• $5 (per course)

Refund or cancellation policy:

• Refund prior to program start
• Prorated refund from request date

Exceptions or notes:

• 48 hours advance notice for one- and two-day workshops and programs, special events, and day trips
• Two weeks advance notice for birthday parties and private music lessons

All Park Board fitness centre locations: Flexipass and 10-visit pass 

Refund or cancellation policy: Pro-rated refunds (based on sliding scale) 

 Passes can be suspended once per year (for a minimum of two weeks; maximum six months); notice must be given in advance of the desired suspension period 

All Park Board fitness centre locations: Personal training  

Refund or cancellation policy: 

• Purchased sessions must be used within six months
• Training session cancellations require 24 hour notice; contact your trainer directly 

 Refunds/extensions can be provided at the fitness programmer’s discretion

All Park Board fitness centre locations: 10 strip tickets

Flexipass and 10-visit pass 

Refund or cancellation policy: Full refund with unused tickets

Hastings Fitness Centre 

Refund or cancellation policy: One- and three-months and one year passes  are non-transferable and non-refundable 

 Passes can be extended once per year due to illness, injury or travel (from two weeks up to three months)

Strathcona Fitness Centre 

Refund or cancellation policy: All passes are non-transferable and non-refundable 

 Refunds/extensions can be provided at programmer's discretion 

West Point Grey Fitness Centre 

Refund or cancellation policy: 10-visit cards expire one year after date of purchase

All Vancouver swimming and skating lessons 

Refund or cancellation policy:

• Full refund five days or more prior to program start
• Partial refund within four days of program start or before second class
• No refund after second class

Exceptions or notes:

• No refunds on single session programs
• Transfers possible prior to second class

Britannia Community Services Centre 

Refund or cancellation policy:

• Full refunds given if cancellation received 72 hours prior to rental
• Discretionary deposit ranges from $50 to $250

Coal Harbour Community Centre 

Administration fee: $50

Refund or cancellation policy:

• For rentals happening during prime time months (May-October):
  • Cancellation requests must be received in writing and require a minimum of 90 days' notice to receive a refund of fees paid, less a $50 administration fee.
  • Cancellation requests received within 90 days of the rental will result in a forfeiture of the damage deposit.
• For rentals happening outside of the prime time months (November-April):
  • Cancellation requests must be received in writing and require a minimum of 14 days' notice to receive a refund of fees paid, less a $50 administration fee. Cancellation requests received within 14 days of the rental will result in a forfeiture of the damage deposit.

Creekside Community Recreation Centre

Administration fee: $25

Refund or cancellation policy:

• 60 days notice in writing, get full rental refund
• 30 days notice in writing, get 50% of rental fee
• Less than 30 days notice, no rental refund given

Dunbar Community Centre  

Refund or cancellation policy:

• Notify the community centre at least three days before the rental date for refund
• No refund will be given if you cancel the rental less than three days before the rental date
• If the you deliberately, negligently, or innocently misrepresent any information required by the agreement, the agreement will be immediately cancelled.
• The community centre reserves the right to cancel a rental when necessary without notice to the applicant or rental group. The community centre will refund all monies paid for the rental.
• The community centre reserves the right to place your activity in equal or better facilities.
• The rental supervisor is empowered by the community centre to terminate the rental if unsafe or illegal acts are committed by the group.

Hastings Community Centre
(including Templeton Park Pool multipurpose room programs)  

Administration fee: $10

Refund or cancellation policy:

• Full refund with14 days or more notice for meeting and parties
• Refund with forfeiture of any damage deposit plus administration fee within 14 days of notice for meeting and parties
• Full refund with 72 hours or more notice for after hours gym rentals
• No refund or credit if provide less than 72 hours notice for after hour gym rentals

Strathcona Community Centre 

Refund or cancellation policy:

• Full refund with 48 hours notice before the rental date
• No refund if provide less than 48 hours notice before the rental date

Trout Lake Community Centre

Administration fee: $25

Refund or cancellation policy:

• Cancellation requests must be received in writing or by email to troutlakecc@vancouver.ca and require a minimum of thirty (30) days’ notice to receive a refund of fees paid, less a $25 administration fee
• Cancellation requests received less than thirty (30) days’ notice before the event will receive a refund (75% of the rental fee paid)

West End Community Centre (Barclay Manor) 

Administration fee: $50

Refund or cancellation policy:

• Full refund with 14 days or more notice in writing
• Refund with forfeiture of damage deposit with cancellations within 14 days of rental date

Yes. Buy your pass online then go to your chosen community centre to pick up your new OneCard. Let the community centre front desk staff know you need to have your OneCard printed for ongoing use.

If you already have the OneCard, your purchase will automatically load to your card for immediate use.

Login to your account and manage:

• Personal information (address and contact information)
• Add/edit family member/friends on your account
• Change your password

On your computer:

1. Click on Forget your password?. Resetting your password will unlock your account.

On your mobile device (e.g. smartphone or tablet):

1. Click on Forget your password? (The Forgot Password pop-up window for entering your email address is off to one side of my screen.)
2. Pinch and zoom out of the parent Login page to show the full, white Forgot Password pop- up box.
3. Type in your email address and click Submit. (You will be sent an email with a temporary password.)
4. Sign into your account and then you will be prompted to change your password.

1. Sign into your account
2. Click on My Account in the top right corner of the web page to view your account information
3. Under Account Activity, click on My Schedules
4. Under Family Member Schedule Criteria, select the Date From and Date To and Weekly or Monthly Layout
   • If you don't see the Schedule Criteria options, click on the green arrow beside Family Member Schedule Criteria to expand the window
5. On the Family Member Schedule page, click on the name you want to view in the Available Family Members list
6. Click on the top double right arrow button to move the name to the Selected Family Members list
7. Select the schedule you want to view in the Available Schedule Details list
8. Click on the double right arrow button to move the name to the Selected Scheduled Details list
   • If you want to create and view schedules for multiple individuals and/or activities, bookings and passes, hold down the Ctrl button while clicking each selection
9. Click View Schedule

You may add family members/friends/relatives in three ways:

1. When you create your account
   • When you finish creating your account, click on Create Account and Add Family Member. Complete the fields and click Save. Repeat the process for each family member/friend/relative to be added.
2. When registering for an activity
   • Add one or more family members/friends/relatives during the enrollment process. In the Assign Participant box click on Add Family Member and complete the fields. Click Save. Repeat the process for each person to be added.
3. In My Account options
   1. Login and click My Account at the top right corner of the page
   2. Under Account Settings, click on Change or Add a Family Member/Friend link
   3. Click on Add New Family Member and complete the fields
   4. Click Submit

   If you want to add more than one person, click on Submit & Add Family Member.

Contact your community centre to have staff remove someone from your account.

The registration system may be over-burdened by a sudden influx of users, or it may be having trouble with your browser. This issue will usually correct itself with the following steps: 

1. Clear your internet browser cache and cookies
   • Learn how to clear your cache in Internet Explorer External website, opens in new tab
   • Learn how to clear your cache in Chrome, Firefox, or Safari on a Mac External website, opens in new tab
   • See instructions for clearing cache on all popular browsers, including mobile devices External website, opens in new tab
2. Reload the page and try repeating the task

If you continue to experience technical difficulties, please contact recreation@vancouver.ca for support.