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FAQ: Recreation Updates


As part of our ongoing efforts to slow the spread of COVID-19, and in keeping with the Province of Ontario’s declaration of a State of Emergency all City recreation facilities are closed until further notice and the following actions are in place:

Recreation Programs
All spring recreation programming start dates and registration will be postponed until further notice. Updates will be provided as the COVID-19 situation evolves.

Registrants will be credited for any missed classes once the sessions begin and the program duration is confirmed.  To hold confirmed spots, we suggest maintaining registration. For registrants wishing to withdraw from a program, please email recreation@london.ca.

Memberships
Term memberships at Community and Seniors’ Centres, Pools and Storybook Gardens will be extended based on the number of days that recreation facilities are closed.

Rentals
Community and Seniors’ Centres rentals until May 3 are being cancelled at this time and refunds will be provided. Upcoming availability will be re-evaluated as the COVID-19 situation evolves.  

To cancel a facility booking beyond May 4, please email recreation@london.ca

Please note that aquatics has not cancelled rentals after April 13.

Special Events & Bus Trips
All special events and bus trips at Kiwanis and Hamilton Road Seniors’ Centres are being cancelled for the month of April and refunds will be provided. Upcoming availability will be re-evaluated as the COVID-19 situation evolves.

 

Frequently Asked Questions

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  • Q. Can I register for an upcoming program?

    No, registration is not available at this time.

  • Q. Are recreation programs being cancelled?

    At this time, we are postponing all programming until further notice.

    We will be continue to monitor the COVID-19 situation to determine the impacts on all upcoming programming.

  • Q. Do I get a refund if my recreation program has been postponed?

    Registrants will be credited for any missed classes once the sessions begin and the program duration is confirmed. To hold confirmed spots, we suggest maintaining registration. For registrants wishing to withdraw from a program, please email recreation@london.ca

    For winter programs that were cancelled midway through, registrants will receive a prorated account credit for any classes remaining in the session from March 15 forward.

    To request to have any account credits refund, please email recreation@london.ca.

    Please note: Due to reduced staffing, credits and refunds may take longer than usual. We appreciate your patience.

  • Q. Will summer camps eventually be affected?

    At this time, summer programming is still scheduled to continue. There are no changes to our summer camps offered. We are monitoring the impacts of COVID-19 carefully and will re-evaluate this if necessary.

  • Q. What if my winter program was cancelled?

    Our staff are working diligently to get as many refunds back to people as quickly as possible but it may take some time due to the volume of refunds. Please note if your program was midway through, you will be receiving a prorated refund for any classes remaining in the session from March 15 forward.

    • If you originally paid by credit card and the card is still valid we will be refunding back to you that way (please allow 5-7 business days for it to appear on your statement).
    • If you originally paid by cash, debit, or cheque please email us at recreation@london.ca to verify your address details so we can issue you a cheque refund.
    • If you originally paid using Play Your Way Funding, a credit will be applied back to your account for future use (if you are still within your eligibility period)
    • As an alternative to a refund, we can also transfer any account credits to your new account in Play Your Way Online

    If you have any general questions about refunds or credit transfers, please contact our Customer Service Team at recreation@london.ca

  • Q. What about facility rentals?

    Because all facilities are closed until further notice, all facility rentals until May 3 are being cancelled at this time and refunds will be provided. Upcoming availability will be re-evaluated as the COVID-19 situation evolves.

    • If you originally paid by credit card and the card is still valid we will be refunding back to you that way (please allow 5-7 business days for it to appear on your statement).
    • If you originally paid by cash, debit, or cheque please email us at recreation@london.ca to verify your address details so we can issue you a cheque refund.
    • As an alternative to a refund, we can also transfer any account credits to your new account in PlayYourWay Online.

    If you would like to cancel a rental agreement you have booked for a facility beyond May 4, please email recreation@london.ca

  • Q. I’m considering withdrawing from a spring or summer recreation program, cancelling a future facility booking, or cancelling one of my memberships at some point in the future – will I receive a full refund?

    For program cancellations or facility booking cancellations occurring as a direct result of the ongoing COVID-19 situation, yes. You would eligible for a full refund or you can leave any credits on your account for future use. Active term memberships have also been frozen for all users until this situation is resolved and will be extended by the total number of days our facilities were closed due to COVID-19.

    For programs, rental bookings and membership cancellations and withdraws outside of our COVID-19 related closure period, normal fees and penalties will apply. For more information on these policies please contact our Customer Service Team at recreation@london.ca

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