Mar 27, 2020

Top Vivo Customer FAQs During Our Temporary Closure

Top Vivo Customer FAQ’s During Our Temporary Closure

We'll continue to update these FAQs regularly as we hear what's important to you!

Updated March 27, 2020

Will Vivo be renting out fitness equipment?

Due to the closure being mandated by the Local State of Emergency and the Provincial Order, both due to the COVID-19 pandemic, Vivo will not be loaning equipment to use during this time.  We want to ensure all equipment is properly disinfected with electrostatic spray and ready for our guests when we re-open.  We are exploring ways to have our guest's purchase equipment that we will be replacing in the near future.


Updated March 18, 2020

Have any cases of COVID-19 been confirmed at Vivo?

No. Vivo has had no cases of COVID-19. Alberta Health Services will take the lead in notifying the community when they believe there is reason to be concerned about exposure to COVID-19.

Why did you decide to close Vivo now? 

On March 15, 2020, at 8:45 pm, Mayor Nenshi announced that the City was ordering a local state of emergency. The City of Calgary and their Civic Partner recreation centres including Vivo were to close on March 16, 2020, at 12:01 am to the public to help prevent the spread of COVID-19. 

What happens to my membership now that Vivo is closed?
 

All memberships are extended automatically for the duration of our closure. If you have special circumstances or requests regarding memberships - please email guestservices@vivo.ca.   

Will I be charged for memberships, registered programs or bookings now that Vivo is closed?

There will be no further fees charged to your Vivo account across memberships, programs or bookings.  You will see a pro-rated credit for programs you have registered for and a credit on account for any bookings. 

March payment came out on March 2nd no further charges will take place after March 16.


What happens if I am currently registered in a program now that Vivo is closed?

All programs and services are cancelled and a pro-rated credit will be placed on your account to use when Vivo re-opens.  If you have special circumstances or requests regarding programs please email programs@vivo.ca.

What happens to my booking now that Vivo is closed?

All facility rentals including sport and community groups, company bookings and birthday parties are cancelled and a credit will be on your account to re-book when Vivo re=opens. Groups that have special circumstances or requests regarding their bookings can email rentals@vivo.ca

Will Vivo’s onsite partners Panther Sports Medicine, Northern Hills Community Association, Jugo Juice, Skate Doctor and Foothills PCN be closed too?

Yes. The City mandated a facility closure including all services in the building.  Please check these organizations’ websites for further updates.

Our group has equipment stored at Vivo. When can I pick it up?

Please email rentals@vivo.ca to arrange a time to pick up your equipment before March 27, 2020. 

Will Vivo share resources to support the community’s health during our temporary closure? 

At the moment, Vivo’s focus is to take care of our customers and determine critical business functions, including the assessment of options for what Vivo can offer in the future (ex., online videos, streaming services, renting equipment... etc.).

Thank you for your support of Vivo and your enthusiasm for learning more about healthy lifestyles during this time! Stay tuned for more updates by following @vivoyourlife on Facebook, Twitter and Instagram and visiting www.vivo.ca.   

 


Updated March 14, 2020

What do I do if I think someone is ill and should be at home rather than at Vivo?
Please notify a Vivo employee immediately as during this time we’re reserving the right through our Zero Tolerance Policy to ask individuals who are sick to leave the facility to prevent potential further spreading of the illness to their fellow community members. Remember if someone is ill, it doesn't mean they have COVID-19, best practice is to stay home if you are feeling unwell. If you suspect you may have the COVID-19, we encourage you to call Alberta Health Services 811 for an assessment.

Why are Vivo’s programs and services continuing to run during this pandemic and what is Vivo's refund policy during this time?
At this time all programs and services are still running as they have not been mandated by Alberta Health Services to close. Should this change with Alberta Health Services, Vivo will enact the next level of our plan in accordance with their directive and communications. Vivo is allowing customers to receive credit for the classes not yet facilitated. This credit can then be used in the future towards any programs and services.

If my family or I have recently travelled or if I have visitors at my house from outside Canada, can we still come to Vivo?
We are asking all travellers who have recently been outside of Canada to consider self-isolating with those in their household for 14 days as per Alberta Health Services' recommendation as of the evening of March 11, 2020. We ask that you refrain from coming to Vivo during your self-isolation period. Alberta Health Services is asking anyone who recently travelled to self-isolate.

How are we incorporating best practices to keep you safe?
Vivo takes the health of our customers seriously. Please know we have increased our cleaning protocols within our facility. You will also notice a change to programming to ensure partner work is limited and the sharing of equipment is minimized. Vivo is adjusting daily how programs and services are facilitated to promote social distancing practices and healthy habits like smaller class sizes and reducing our public gathering sizes and spaces.

How and when will you decide to close Vivo?
In regards to any facility closure for Vivo, any decision would be made in consultation with or under the direction of Alberta Health Services and Calgary Emergency Management Agency. Vivo is prepared with plans for business interruption and customer support if required. We are committed to sharing updates with customers so they understand everything that is happening and how it affects them.

Will Vivo notify me if a member, guest or staff person of Vivo is asked to self-isolate?
Vivo will not be issuing notices for COVID-19 cases to the public without direct consultation from Alberta Health Services. Alberta Health Services will take the lead in notifying a community about exposure to a case of COVID-19.

Terms & Conditions

All stories submitted will be indefinitely eligible to be featured in Vivo and/or Nose Creek Sports and Recreation Association’s print (trade and non-trade), online and video-based marketing materials, as well as other Vivo and/or Nose Creek Sports and Recreation Association publications.

All entries, along with publications and reproduction rights, become the property of Vivo and/or Nose Creek Sports and Recreation Association. Vivo will not provide notice to the writer of any stories submitted prior to re-producing or re-publishing the story in any print, online and video-based marketing materials. Vivo and/or Nose Creek Sports and Recreation Association reserves the right to use the entries in the future, indefinitely.

The author must provide an original story written by the author and will indemnify Vivo against any actions, proceedings, claims, demands or litigation brought against the Vivo for the use of the story. The author is the legal representative or has received a testimonial release for all names mentioned in the story. They herby grant Vivo permission to use and publish their story with mentioned names as they appear in the submission, including their minor child and/or children and other immediate family and their likeness. Vivo reserves the right to edit or refuse publication of any story based on inappropriate language or content and will not provide notice before doing so.

Clicking the submit button constitutes the author's full and unconditional agreement to and acceptance of the Terms & Conditions as outlined above. By submitting a story, the author is representing and warranting that he/she has read and understood and agrees to be bound by the Terms & Conditions.

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