FAQS

Frequently Asked Questions

Do you have questions about registration? Forgot your password? Need help updating your information? Don’t worry! Click on the FAQ icon for tutorials and instructions for our frequently asked questions.

Read our REGISTRATION FAQs, VIVO REOPENING FAQs, Virtual VIVO FAQs, COVID FAQs.

How do I change my password?

Account updates are currently on pause while we upgrade our system. Have questions? We have answers! Click here to see our FAQs specific to registrations and to learn more about the update.

How do I find a specific program?

We have a limited number of programs available as we’re currently undergoing expansion of our facilities. Learn more about what’s open and available to guests here.

How can I find out what my password is?

Vivo Members: Account updates are currently on pause while we upgrade our system.

Vivo Program Participants: You will need to create a new account.

Please contact guestservices@vivo.ca , visit us in person or call 403-532-1013 between 7:00 a.m. to 7:00 p.m. Monday to Friday and 9:00 a.m. to 1:00 p.m. on Saturdays, and we’ll assist you through the process.

What are your refund policies?

Withdrawals:

  • A $30 withdrawal fee is charged per registrant /per program.
  • Once a program has started no refunds are given.

Cancellation Policy

Vivo’s cancellation policy is designed to provide flexible accommodation in changing environments and personal situations.

Programs and Services:

Days Prior to Course Starting Cancellation Fee Remaining Funds
8+ $30 Refunded to original form of payment
7-3 $30 Put into credit for future use
Less than 2 No cancellation permitted No remaining funds

*missed classes by the participant are non-refundable or subject to credit

Transfers:

  • Registrants can transfer to a different program based on program availability and subject to the cost differences between programs.

Exceptions:

  • Withdrawals for medical reasons require a doctor’s note. That note must be provided within 2 weeks of the date of the withdrawal or an administration fee will be charged. Withdrawal requests received after the program start date are subject to a pro-rated refund from the date of notification.

Missed Classes:

  • If you miss a class, Vivo will not offer a make-up class and will not issue a credit.
  • If Vivo cancels a single class (ex. from pool contamination), a credit for that class will be applied to your account to be used for future Vivo experiences!

Membership & Admission

  • Refunds are not provided for facility closures on STAT days, due to maintenance, or for non-usage.
  • Term memberships (prepaid annual, student pass, fall hall pass, 10X pass) have an expiry of 2 years. Due to construction all active passes in this category purchased before October 1, 2021 will have had the remaining dollar amount placed on the owners account in the form of a credit with an expiration of December 31, 2023.
  • Members are responsible for keeping themselves up to date on all changes in membership due to COVID and are responsible for putting their passes on hold in person or via email due to COVID reasons.
  • Credits on account are non-refundable and must be used towards a Vivo offering.
  • Refunds of credits are only granted for medical reasons with a valid medical note, or for job relocation out of the city and cannot be processed for an account that is not yours. A $30 administrative fee applies for relocation. Proof of relocation is required. Other refunds due to unforeseen circumstances will be on a case-by-case basis and will have the $30 administration fee charged.

Programs

  • Program participants are responsible for keeping themselves up to date on all changes to CMOH and BYLAW protocols.
  • Credits on account are non-refundable and must be used towards a Vivo offering.
  • Existing program credits:
    • Refunds of credits are only granted for medical reasons with a valid medical note, or for job relocation out of the city and ​cannot be processed for an account that is not yours. A $30 administrative fee applies for relocation.  Proof of relocation is required. Other refunds due to unforeseen circumstances will be on a case-by-case basis and will have the $30 administration fee charged.

Can I apply for financial assistance?

We’re happy you asked – raising healthier generations means making Vivo accessible to all! Our Everybody Plays program gives you just that – click here! to send an email to our team and get the application process started!

What do I do when I get locked out of my account?

Locked out? We’ve got your back!

Please contact guestservices@vivo.ca , visit us in person or call 403-532-1013 between 7:00 a.m. to 7:00 p.m. Monday to Friday and 9:00 a.m. to 1:00 p.m. on Saturdays, and we’ll assist you through the process.

Why have prices changed?

We have adjusted our fees due to bank fees and processing times.

But, you’re offering fewer programs, why am I paying more?

The community told us they wanted more time for unstructured play with the family, we do have less registered programs, but we have increased our drop-in offerings – including more prime-time classes, partnerships and additional open gym and swim times.

Do price changes have something to do with the expansion?

As we head into expansion, we do need to think about how to simplify and offer the best experiences for you and your family.

Tutorials

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