Refunds for COVID-19 cancellations


On this page

  1. Refunds for cancelled recreation programs
  2. Summer camp cancellations and openings
  3. Refunds for cancelled facility bookings
  4. New registration and facility bookings

Refunds for cancelled recreation programs

We are currently processing refunds for cancelled programs that were scheduled to take place from April 6 to June 30.

This process will be ongoing until mid-May.

If you have a valid credit card on file in your ActiveWaterloo account, we will automatically process a refund back on the same card

A receipt from City of Waterloo Recreation Services will be sent to the email address attached to your ActiveWaterloo account.

If you don't have a valid credit card on file, a credit will be applied to your ActiveWaterloo account

This includes fee assistance accounts. A receipt from City of Waterloo Recreation Services will be sent to the email address attached to your ActiveWaterloo account.

Request a cheque instead of an account credit

Contact activewaterloo@waterloo.ca to request a refund by cheque instead of an account credit.

Cheques will only be issued for amounts of $25 and greater, and can take up to 30 days to process.


Summer camp cancellations and openings

The first week of summer camp starting on June 29 is cancelled. Refunds will be automatically issued according to the process above.

As of April 16, summer camp registration is open for the remainder of the season, starting the week of July 6.

Factors like physical distancing, sanitizing common touch items, following screening procedures as outlined by the Region of Waterloo Public Health, and staff resources will be taken into consideration.

As always, campers' safety continues to be our top priority.


Refunds for cancelled facility bookings

Facility rental refunds will be broken down into two phases:

  1. April 6 to May 4
  2. May 5 to June 30

If you have rentals in both of these phases you will receive multiple receipts. For facility rental customers who have multiple rentals including future rentals outside of this timeframe, an account balance may still apply.

You will receive refunds on your credit cards or credits on your accounts, verified by an automatically generated email receipts from City of Waterloo Recreation Services.

If you have not yet paid for a facility rental, the balance will be zeroed and you will not receive a receipt.


New registration and facility bookings

Registration for programs and requests for new bookings have been put on hold until further notice, with the exception of summer camp which is currently still open.