Town of Whitchurch-Stouffville

Registration Information 905-642-PLAY (7529)

	How to Register information HERE You Must create a family account prior to registering online. Call 905-642-PLAY or complete the “create family account” form below and email to leisure.services@townofws.ca Forms Registration Form Camp Registration Additional Information Form to complete once registered in camp (form currently being updated) Create Family Account Form Cancellation Form Mayors Youth Council Application Form RESIDENTS are defined as anyone paying taxes (residential or business) to the town. Proof may be requested. Find the most up to date Program/Schedules at www.townofws.ca/leisureguide THINGS YOU SHOULD KNOW Accessible, Inclusive Recreation We strongly believe that it is important for everyone to participate in leisure activities. We will make every effort to integrate individuals with special needs into our programs whenever it is safe and enjoyable for all participants. If your child or you are need of support to be able to participate in our programs, please contact us at leisure.services@townofws.ca or 905-642-PLAY (7529). Cell phones and PDA’s The use of electronic devices, cell phones and smart phones is not permitted within change rooms or washrooms in Town facilities, programs or camps. This decision has been made as a result of the integration of cameras in cell phones and PDA’s. The Town is committed to providing a comfortable, safe environment with privacy for each patron using the facility. Code of Behaviour All programs and facilities are for the enjoyment of the entire community. Program participants and facility users are asked to respect other participants, abide by the rules as posted, and ensure that acceptable behaviour is maintained at all times. Customer Service To better serve our community, our Customer Service staff is available to assist you 103 hours a week. If you have participated in any of our programs, you know that we strive to maintain consistent high quality service in all areas. When possible, we will try our best to accommodate unforeseen circumstances and special requests. Your satisfaction is important to us and we would like to hear if you have any concerns. We can’t help if you don’t speak with us. Communication is key. Fee Assistance All residents should have the right to access leisure services. If you cannon afford the program fees, you may qualify for one of the following fee assistance programs: Town of WS Join In!; Region of York fee assistance program, Jump Start – Canadian Tire Foundation program. We would be happy to help guide you through this process. Details can be found HERE. How to Watch a Good Program Disappear It is necessary to register well in advance and not the day the program starts. Courses will be cancelled at least one week before the start date if registration numbers don’t meet the minimum requirements to run the course. Lost and Found We recommend that participants not bring expensive or valuable items to programs. Participants are responsible for their articles. Should you need to bring valuables to the Leisure Centre, coin lockers are available for 25¢. Please lock your locker. The Town of Whitchurch-Stouffville employees and volunteers are not responsible for lost or stolen items. At the Leisure Centre, all found items are logged at reception and cleared out monthly. Please enquire about lost items at reception. Medical Conditions Individuals with a serious medical condition are at greater risk and when possible, should be accompanied by another person who is familiar with the condition and treatment of the condition. If that is not possible, instructors should be made aware of any medical condition or medication which a participant may be required to take during the program. Payments Payments can be made on the internet by VISA and MasterCard only, in person by Interac, VISA, MasterCard, cash or cheque and by mail with VISA, MasterCard or cheque. When paying by mail, if you are registering for multiple classes and one of your classes is full, the remaining amount will be credited to your account. Other helpful payment tips: You can use your credit on account when registering on line. Don’t have a credit card and want to register online? You can put the appropriate amount of funds on your account in person prior to registration If you have an outstanding balance on your account, you will NOT be able to register online unless you clear up the outstanding balance at the same time. Payments: Online Payment Alert When registering online, by random selection, the system may take you to the “CREDIT CARD ADDED SECURITY” screen. This added security is put in by the credit card companies and must be done in order for someone to register using that card. When the screen comes up “credit card added security”, in will ask for the verification code: If you know it then enter it This is NOT the numbers on the back of the card If you do not know it, press “forgot my verification code” and it will take you to another screen to set up a new code Fill in the information requested and write down the code If you have tried the wrong verification code 3 times, it will lock you out and you need to call the credit card company to unlock it. Photographing/ Videotaping Due to the sensitivity involved with photographing or taping children, the use of cameras and video recorders must by arranged in advance with the staff. Program Confirmation When registering in person, confirmations will be given to you to complete the transaction. When registering on line, you can print your confirmation at the time of the transaction or return any time to print the confirmation. Registrations that are received via mail or in person, will be issued a confirmation as soon as the registration is processed. Program / schedule changes and Cancelled Classes Find out about Program/Schedule changes by going to www.townofws.ca, connect to WSPLAY…Online and the link is found on the START page or check the Town page each Thursday in the Stouffville Sun-Tribune. Programs or services which are cancelled due to unforeseen circumstances, will be posted at the site, on the Town website and when possible participants will be phoned or emailed. Refund Policy** If you withdraw from a program or cancel your membership, you will receive a refund based on the program fee minus a $10 withdrawal per person, per program and a $10 cheque issuance fee. The Cheque issuance fee will not apply if refund amount is left as credit on customer account. Credits must be used within one year. All refunds will be prorated from the time the refund request is received IN WRITING, which can be done by fax, mail, email or in person. If your program gets cancelled, you will receive a FULL refund. No refunds or make up classes will be granted: after a membership expires after week 3 of a program unless a medical note is presented. For sessions not attended due to illness, weather, emergency or closures due to maintenance * If more than one class gets cancelled due to emergency or maintenance, where possible, make up classes or refunds will apply. Cancellation Forms are now available on our website under the registration. Refund Policy Advanced Aquatic Courses In order to receive a refund, cancellation requests for aquatic leadership courses must be received in writing at least five (5) business days prior to the start of the first class. The reason is that customers cannot register for these courses once the classes have begun and therefore the waitlist cannot be used to fill the vacancy. Also, because 100% mandatory attendance is required for these courses, it is not possible to enroll interested participants after the first class. Returned cheques We know that mistakes sometimes happen but it is necessary to administer a $36.00 charge for returned NSF cheques. If payment is not able to be made, we reserve the right to cancel the registration or to revoke privileges until full payment is received by cash or credit card. Staff Training All staff receive training on code of conduct, accessibility, programming, Health and Safety, recognition of child abuse, policies and procedures, and leadership. Many of our staff have worked for the Town of Whitchurch-Stouffville for a number of years and are pursuing careers in recreation, social work and education. All staff maintain a current 1st aid and CPR Standard C and Leisure Centre staff also maintain Defibrillation certification Transfers Transfers are accepted if space is available. We will not accept any transfers until ONE WEEK after registration begins. Waitlists Should your choice be full, you will be prompted to add your name to the waitlist. You may waitlist for as many program times as you would like but you must choose to either stay on a waitlist OR register for the same program at a different time – not both. Once registered in a class, you will be removed from all waitlists for the same program. We make every effort to accommodate our waitlists. They do change constantly due to transfers, cancellations and the addition of new classes. Should a spot become available, you will be contacted by our Customer Service staff. If a message is left for you on an answering machine you will be given 48 hours to contact us to confirm you want that spot. If we do not hear from you within 48 hours, we will contact the next person on the waitlist.