Vivo is a charity on a mission to inspire a holistic mindset for healthy living. Our Centre for Community Wellbeing, Sport & Recreation and our Research & Innovation Lab are platforms where individuals and communities ignite change to shape healthier generations.  

Intent 

A refund policy was created to ensure all Vivo staff and clients are aware of the process and exceptions when inquiring or processing refunds. This policy is meant to act as a tool of reference for employees and customers while registering for any programs or services to limit the chance of future confusion and disturbances involving refunds. 

Scope 

This scope applies to all vivo staff, members, volunteers, and guests.  

Definitions 

Refund: A refund refers to a sum of money being paid back to a customer or client in the form of debit, account credit, or cash. 

Account Credit: An account credit refers to an amount of money placed on a Vivo account that can be used towards any Vivo offerings. Account credits appear on the guest portal as “Imported Balance” and “Other Refund” as well as a negative “Current Account Balance”.  

Policy – Account Credits 

Account Credits on guest accounts are non-refundable and must be used toward a Vivo offering.  

Policy – Refunds 

All withdrawals are subject to an administrative fee per registrant/per program set at 25% of the program cost.

Refunds cannot be processed for an account that is not yours. 

Programs and Services (not including Preschool – LKAL): 

The refund/account credit policy for any programs and services offered at Vivo is seen in the table below. Once a program has started no refunds will be provided unless it is for illness or injury.  

*Missed classes by participants are non-refundable, not transferable, and are not subject to account credit. 

Memberships: 

Refunds are not provided for facility closures or STAT days, due to maintenance, or for non-usage.  

Prepaid Annual: Prepaid Annual Memberships are non-refundable. All remaining months on accounts not used before Vivo’s closure have been changed into an account credit on the owner’s account. 

Monthly Continuous: Monthly continuous memberships are non-refundable once the charge has been made. All cancellations must be made before the 25th of the month prior or no refund will be given, as explained in the membership contract form. There are some cases where a member may be accidentally charged when they shouldn’t be, for these cases a refund will be administered upon proper proof of charge is provided.  

Drop-Ins: 

 Drop in payments are non-refundable unless:  

• An emergency evacuation of the pool and visitors are asked to leave.  

• Pool contaminations within 1 hour of pass purchase. 

All drop-in payments are non-refundable if guests are asked to leave the facility due to behavioral issues.  

Transfers: 

All program and service participants are able to transfer to another program based on availability and subject to the cost difference between programs being paid if there is a cost increase. These transfers can occur any time prior to the start of the program. Transfers after a program has started will only be approved by the department leadership in a case-by-case basis. Transfers for those registered in the wrong section will only be completed if space is available. No refunds will be given for registering in the wrong level. 

Class Cancellation/Program or Service Cancellation by Vivo:  

If Vivo cancels a single class (ex. from pool contamination), the following steps will determine the course of action.  

1. A make-up class will be provided and communicated to participants or, 

1. An account credit for that class will be applied to your account to be used for future Vivo experiences. 

Preschool: 
Will continue to operate on a monthly basis for withdrawals and cancellations.  

• All climbers must sign in with Guest services before entering the climbing area
• All climbers must complete Vivo’s climbing orientation prior to climbing
• Children younger than 9 must be supervised at all times by a caregiver who is at least 16 years old
• Belayers must be at least 14 years of age
• Belayers under 17 must use a mechanically assisted belay device/grigri
• Only Vivo staff may teach belaying
• All climbers must pass a belay test by a certified Vivo staff member before belaying
• Minimum climber weight is 22lbs. Maximum weight is 330lbs.
• Shirts and clean climbing shoes are required
• Please stay clear of the mats if you are not actively climbing
• Climbers will not grab or climb on top of the wall
• Climbers will not touch or climb above the auto-belay housing
• Climbers will not wear rings while climbing
• Climbers will refrain from sticking fingers or other body parts in the bolt holes
• No photos or videos of climbers
• Avoid standing or walking under other climbers
• Do not climb above or below another climber
• No food or drinks on the mats

• Clean indoor shoes are required.
• All clothing must always remain on participants for all activities (including shirts and jerseys).
• Vivo Aquatics has specific guidelines around safety, please find those policies here

• All participants are required to check in at the West Guest Services Desk for drop-in activities. Photo ID is required.
• Vivo requires ID for safety and well-being of our guests, and to minimize potential disturbances and crime within the building. Should a crime take place, we are able to be a better resource for the authorities.
• Participants should remain in the same sport/gym/arena that they signed into. If a participant would like to change activites, please inform Guest Services.
• Group fitness class attendees must arrive 5 minutes prior to the scheduled class start time.
• Youth ages 12 and over are welcome to come play basketball without a parent/guardian
• Children ages 11 and under must have a parent/guardian with them
• Each drop-in court activity reservation is 30 minutes long – Limited to 1.5 hours per day through advanced online booking
• The person who made the booking must be present for the booking
• Vivo Members can book drop-in activities online for the present week. Court sports bookings open every Sunday at midnight for the week ahead
• Non-member drop-in requests can only be made at our Guest Services desk on the day of the requested booking
• Last minute bookings are welcome on a first come first served basis at our Guest Services desk.
• If any customer registers for drop-in court sports and does not show three (3) times in one week they will not be allowed to register for drop-in court sports for one (1) month
• Any customer that does not check in at least five (5) minutes prior to their booking will forfeit their booking. The booking will be released and available to the public
• Current bookings can be cancelled up to thirty (30) minutes prior to the booking. Once a booking is cancelled it will be released and available to the public
• Members that book space can bring non-members with them for the activity
• Non-members will need to pay the drop-in fee to participate
• All rental equipment is now available at Guest Services. This includes rackets, basketballs, shuttlecocks and other equipment the fitness desk has been giving out to patrons who are using the gyms.

• For the safety and well-being of guests, we want to ensure everyone is warmed up and ready for class with the proper information, latecomers disturb this process and the experience for the other guests. Class goers are asked to arrive no later than 5 minutes before class. Doors will be locked.

• No sticks, pucks, or rings allowed during Drop-in Skate time.
• Drop-in Sticks, Pucks & Rings is for all ages. Participants 17 and under must wear full hockey equipment.
• Kids aged 2 – 8 must be accompanied on the ice by a guardian over the age of 16.
• CSA-approved helmets must be worn by everyone on the ice.
• Skates must be worn on the ice. Shoes are not permitted.

Get Active, Make Friends, and Have a Great Time in our Fitness Centre.

Whether you are a budding athlete or just looking for new ways to get active, our fitness centre is an excellent place for people aged 9 and up. Find new ways to move your body, get fit with drop-in classes, and use equipment to tone and strengthen every muscle in your body.

Teen Orientation:

Are you a teen who is ready to learn more and move your body differently? Here is your chance to start being active in our Fitness Centre and Group Fitness classes.

Our Teen Orientations will allow youth ages 12-15 years to use certain areas of our Fitness Centre and Group Fitness classes with an adult, and in some areas, you will be empowered to explore on your own once you complete this program.

If you are interested please email guestservices@vivo.ca to book your time with a Lifestyle Fitness Consultant!

Vivo for Healthier Generations will not tolerate violence, harassment or threats of violence including, but not limited to, any act of physical assault; verbal assault; threats and attempts to intimidate; throwing of articles in a deliberate or aggressive manner; aggressively approaching another individual; striking another individual; and attempting to goad or incite violence in others. Those demonstrating inappropriate behaviour and/or language will be declined entry or be asked to leave. This may also result in the cancellation of membership and/or a ban from the facility.