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COVID-19 - Customer credits and refunds FAQ

Below you will find answers to frequently asked questions about customer credits and refunds related to the following City of Calgary services:

  • Recreation passes and programs registrations
  • Recreation facility rentals and bookings
  • Arts Centre programs and classes
  • School facility bookings
  • Outdoor recreation and park spaces​

Questions? Please review information posted here first; if you are unable to find the answer you need, contact liveandplay@calgary.ca. We thank all our customers for their patience and understanding while we process all cancellations and refunds.

General

How will The City of Calgary communicate when recreation facilities reopen?

We will be using our website and social media channels for updates and, when the time comes, to deliver a reopening timeline.

Details can be found on City of Calgary - Response to Coronavirus.

How long will it take to be contacted about my refund?

The City of Calgary Recreation is currently processing a large volume of program and booking cancellations. As we process cancellations, customers will be contacted about their refunds.

Recreation is currently contacting customers who have paid in person by credit card to process the refund over the phone. A process to issue cash/debit card refunds is being investigated.

Passes

What happens to my pass now that City of Calgary recreation facilities are closed?

All continuous passholders will receive a credit for the closure dates and it will automatically be applied to your account.

All 1-12 month passes will be extended for the duration of the closure dates and will automatically be applied to your pass.

All punch cards 2 year expiry date will be extended for the duration of the closure dates and will automatically be applied to your pass.

Will the April 1 automatic payment be processed for passes paid monthly?

The City of Calgary Recreation will not be processing the April 1 payment and will review future monthly payments based on the duration of the closure.

No further payments will be taken until Calgary Recreation resumes services.

Programs

What happens if I am currently registered in a program now that City recreation facilities are closed?

All registered programs currently running or starting in the near future are being cancelled. Programs starting as of April 1 will be cancelled in order of start date based on the duration of the closure.

Currently, credit is being provided for courses that have been paid for in person. Customers who have paid by credit card in person are being contacted to process the refund over the phone. A process to issue cash and debit card refunds is being investigated. Credit can be used for future courses. Courses which had already started will have a pro-rated credit placed on accounts and courses not yet started will receive a full credit.

If the registration was processed over the phone or online, the refund will be processed upon cancellation.

Customers who have an email address on file will receive an automatic email about the program cancellation.

Rentals and bookings

What happens to my booking now that City recreation facilities are closed?

All facility rentals, including, arenas, school gyms, birthday parties will be canceled, and a credit will be put on your account.

If the booking was processed over the phone or online, the refund will be processed upon cancellation. We are contacting customers who have paid in person by credit card to process the refund over the phone. A process to issue cash or debit card refunds is being investigated. If the booking was processed in person, we are working on a process to provide a refund.

A cancellation confirmation will be emailed.

How far out are bookings being cancelled?

Facility bookings is working with individual clients based on request and booking type to determine the length of the cancelation.

Calgary Board of Education, Calgary Catholic School Board and Francophone school boards have requested that all gymnasium bookings be canceled up until April 30 or based on customer request.

For inquiries about your facility booking you can email facilitybooking@calgary.ca

What is the status of outdoor bookings?

The Emergency Operations Centre is reviewing the impact to outdoor bookings, including sports fields, ball diamonds and picnic sites with information from Alberta Health Services before a decision can be made.