FAQS

Frequently Asked Questions

Do you have questions about registration? Forgot your password? Need help updating your information? Don’t worry! Click on the plus signs below to see answers to common questions.

 

How do I change my password?

Vivo Members: Click ‘Reset password’ on the home screen of the online portal page here.

This will prompt you with the steps to change your password.

How can I find out what my password is?

Vivo Members: Click ‘Reset password’ on the home screen of the online portal page here.

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?

Please note that at this time we are unable to process refunds over the phone unless you have a saved credit card on file. Once you have an account created in our new member portal, refunds will be able to be processed.

Please review the below policies for specific details.

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.

Missed classes by the participant are non-refundable or subject to credit. If you cancel before the class, the following applies:

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

 

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 owner’s 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.

I want to register for a program. What do I do?

We recently launched a new Guest Portal that allows you to register for programs or services with a few quick clicks! Click here for more information.

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.

reCaptcha Gate