Cancellations and Refunds

New! Refund procedure

A new refund procedure is in effect for registered activities and passes/memberships that start or were purchased July 18, 2023 or later. All drop-in activities and memberships purchased before July 18, 2023 are subject to the old refund procedure.

Requesting a refund

To request a refund for eligible products or activities, contact any recreation, arts or heritage facility

A refund fee may apply. Refunds for withdrawing from an activity using WebReg will be made as a credit on your WebReg account regardless of your method of payment. The exception is for payments made with recreation credits through the FAIR Play Program (previously known as Recreation Credit Program) and those refunds will be refunded as recreation credits on your account.  

Please contact staff at a recreation or culture facility if you wish to have your credit on account refunded to your credit card or by cheque depending on your original method of payment.

Refund guidelines for activities

You'll receive a full refund if the activity is cancelled or if you request a refund at least 7 days before the start of the activity. If your request comes less than 7 days before the activity starts, there is a 10% refund fee on the original price you paid. 

After the activity has started, refunds are pro-rated according to the number of sessions remaining and a 10% refund fee will be applied. No refunds will be granted after the third session has ended.  

Note: There may be exceptions to these cancellation and refund guidelines as noted in the activity description. Please check your receipt.

Refund guidelines for drop-in activities and memberships

To request a refund, please phone or visit any recreation, arts or heritage facility.

You can receive a full refund (refund fee does not apply) for your Be Active one visit pass if the activity is cancelled or if you withdraw prior to the activity start time. No refund is available after the activity has started. 

The following 10 visit passes are refundable. Refund is prorated by the number of visits (punches) remaining. There is a refund fee of 10% on the original price that you paid for the pass.

  • Be Active - 10 visit
  • Arena skate rental - 10 visit
  • Family swim/skate - 10 visit
  • Childminding
  • Burnaby Village Museum carousel

Be Active - one month pass is refundable. Refund is prorated by the number of days remaining. There is a refund fee of 10% on the original price that you paid for the pass.

All annual passes are not refundable. This includes:

  • Be Active - annual pass
  • 55+ multi-centre - annual pass
  • 55+ single centre - annual pass
  • Burnaby Village Museum - annual membership

Personal training sessions are not refundable.

If you used recreation credit through the FAIR Play Program (previously known as Recreation Credit Program) to purchase your activity, refunds will be granted according to the refund guidelines above. 

If the recreation credit is not expired, your refund will be made as recreation credit, and you can use it for future purchases. If your recreation credit has expired, your refund will be returned to your account, and the credit will be removed and not available for use.

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