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Code of Conduct
Panorama Recreation promotes a safe, welcoming, positive, and inclusive environment where everyone is valued and respected. Staff, volunteers, participants, and facility users are expected to be considerate, respectful of others, and take proper care for our facility and equipment.
For more information, visit Panorama Recreation’s Code of Conduct policy.
Commitment to Satisfaction
Panorama Recreation is committed to satisfying you with our programs, activities, and facilities. If you are not completely satisfied with our service delivery, please let us know by contacting our staff, completing a comment card, or emailing. We will do the following:
- Attempt to rectify your concerns
- Transfer your registration to another program or session
- If the above steps do not meet your satisfaction, we will review the circumstances and consider issuing a partial/full refund subject to administrative fees
Oops!
Despite the best efforts of staff, errors to published information may occur and schedules may change at short notice. In the event of an error or schedule change, the information provided by our customer service representatives will be deemed accurate. We apologize for any inconvenience.
Program Feedback
Following course completion, you may be asked to complete a program feedback form in person or online. Your feedback is appreciated, informs our programming decisions, and helps us provide quality programs.
Cancellation and Waitlists
Programs may be combined or cancelled due to insufficient registration. Please register early to avoid disappointment. Full credit/refund is issued when Panorama Recreation cancels an activity, or when a schedule conflict arises due to course changes. In the event of an unforeseen cancellation, a pro-rated credit will be issued.
Fees will not be reimbursed for absences, including those due to seasonal illness or inclement weather, providing the facility and service remains available to the public. Pro-rated credits may be issued for medical reasons or relocation at the discretion of the program coordinator, with documentation provided.
Sufficient notice is required to receive a credit/refund:
| Activity | Required Notice of Cancellation |
|---|---|
| Reserved drop-in (pickleball, fitness, kindergym, toys & tumbles, single-use court bookings, etc.) Personal Training, custom Private Lessons (Tennis, Swim, Skate) | 1 day (24 hours) |
| Courses, including standard private lessons | 3 days (72 hours) |
| Camps & Pro D Days | 7 days |
| Birthday Parties | 14 days |
| Preschool & Out of School Care | 1 calendar month in writing to program coordinator. See parent handbook for details |
| Facility Bookings | As stated in rental contract, typically one calendar month |
Refunds & Failed Payments
Cancellation requests are processed as refunds back to the method of payment whenever possible. Refunds are issued back to the credit card, or by cheque and are processed within 10 working days. A $25 fee may apply to returned cheques and declined payments.
Waitlists
Waitlists are monitored on a continuous basis and efforts made to accommodate wherever possible. When a space becomes available it will be filled in order; from the time the waitlist was joined. A waitlist offer must be accepted within 2 days (48 hours) before being offered to the next client. Staff reserve the right to reduce the acceptance time for activities beginning in 3 days (72 hours) or less. Waitlist policies for Preschool and Out of School Care are outlined in the program’s parent handbook.
Private Instructor Policy
Outside individuals or organizations are not permitted to conduct paid services, including coaching, in Panorama Recreation facilities without prior approval by management. These services must not directly compete or conflict with Panorama Recreation programs and services, and must comply with facility use terms and conditions.
FOI (Freedom of Information)
Personal information is collected under the authority of the Local Government Act and is subject to the Freedom of Information and Protection of Privacy Act. The personal information will be used for purposes associated with the program. Enquiries about the collection or use of information in this form can be directed to the Freedom of Information and Protection of Privacy contact: Manager, Information Services at 250-360-3000.
Recurring Court Booking FAQs
Please review the Recurring Court Booking FAQs [PDF/240KB] before submitting your request.
