Refund Policy - Recreation Programs and Memberships
Program Cancellations:
The Town of Whitby is committed to providing fair and transparent refund practices for recreation programs. If a program is cancelled by the Town prior to its start, participants will receive a full refund; if cancelled after the program begins, a prorated refund will be issued.
Participants who withdraw at least three business days before the start date are eligible for a refund or account credit, less a $10 + HST administrative fee. Withdrawals made after the program begins but before the second class may receive a prorated refund or credit, also subject to the administrative fee. No refunds are available after the second class unless supported by medical documentation or approved by a supervisor.
For camps, workshops, and P.A. Day programs, refund requests must be submitted at least five days before the start date, less a $10 + HST administrative fee. No partial refunds are provided once the camp week has begun, except in cases of medical exemption with documentation.
Refund requests for special events made within seven days of the event are considered at staff discretion. Drop‑in admission tickets and 10‑pass packages are non‑refundable and hold no cash value.
Transfers are permitted based on availability, with level‑based programs such as swimming lessons requiring staff approval. The refund request form is for withdrawls/refunds only. For assistance with a program transfer please contact one of our customer service desks.
Membership Cancellations:
Membership cancellations must be submitted within the membership term and will be prorated from the date of cancellation, subject to the administrative fee. Health Club members who cancel within ten days of joining may choose either a full refund or a full‑value credit.
Missed Classes
In the event that a customer is unable to attend a class, makeup class(es) will not be offered.
How to Request a Refund, Withdrawal or Program Transfer
Refund Requests:
Withdrawals, refunds and transfers cannot be processed in your online account. To request a withdrawal or refund, participants must complete the refund request form. If you are unable to complete the form online please call our Customer Service Centre at 905.666.1991 or visit a recreation facility customer service desk for an alternate format.
Program Transfers:
Transfers are permitted based on availability, with level‑based programs such as swimming lessons requiring staff approval. For assistance with a program transfer please contact one of our customer service desks.
