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COVID-19 FAQs

This page was last reviewed on December 4, 2020.

As of November 20, 2020, in compliance with provincial health orders, the wearing of face masks is required in all public indoor facilities.

The Village of Cumberland is following the recommendations and directives of all relevant authorities in order to protect our clients, staff and community. We’ve reduced occupancy levels, installed physical barriers and taken other steps to ensure that we can offer Cumberland residents a return to recreation without sacrificing the health of our community.

FAQs

Can I use my membership/10-pass?

All memberships and 10-passes were frozen when we closed in March. If you would like to use your membership or 10-pass, please email recreation@nullcumberland.ca or call 250.336.2231 to request that we re-activate it. When you register online for an activity for which a membership or 10-pass is valid, you will be allowed to book a spot for no additional fee (it will be listed online as “free” if your membership qualifies). If you’re using a 10-pass, your pass will be counted down by one at the time of the activity. Please note that, unless you cancel ahead of time, your pass will be deducted whether you attend or not.

Can I “freeze” my membership while my favourite programs are suspended?

Although memberships are not tied to particular programs, and programs included with membership are subject to change, we are allowing members to request that their membership be frozen while available programs are limited due to COVID-19 restrictions. We reserve the right to unfreeze all memberships when we feel we have restored an adequate service level.

I had a Fitness Flex Pass – can I still use it?

Unfortunately, Fitness Flex Passes are not valid this season. If you had a flex pass when we closed in March, someone will contact you directly.

Why can’t I use my 10-pass with Stretch & Strength?

10-passes are only valid for non-instructed, traditional “drop-in” programs. (These programs still have to be booked in advance.) These include use of the fitness studio and squash courts, as well as pickleball, table tennis and roller skating (other than the Intro to Roller Skating program).

I hear 10-passes are no longer available, and I’m really going to miss the convenience. What should I do?

Although we are no longer offering 10-passes, anyone can add credit to their account at any time. Simply call the recreation centre at 250.7336.2231 and ask to add credit to your account. We will take payment for the credit, and then that credit can be used at any time for any program, including when booking online.

I have credit on my old account – can I use it with the new ActiveNet system?

All bookings for programs and activities happening after December 31, 2020 will be done in our new ActiveNet system. If you have credit in our old system, please email recreation@nullcumberland.ca or call 250.336.2231 to request for your credit to be transferred to the new system. Please note that you will need to create your new ActiveNet account before we can transfer any credit.

I used to be able to stay for several hours with just one admission fee. Why am I now being charged two (or more) admission fees if I want to stay longer?

The COVID-19 pandemic has forced us and other communities to reduce the capacity of our facilities and many of our programs. In order to safely run programs while accommodating the greatest number of participants, we have had to limit the duration of our time slots. Please note that, if you are a member, you are welcome to book as many sessions as you like for no additional cost, including back-to-back sessions if you like.

How do I register for Hand-in-Hand Early Years Education programs?

Registration for all Hand-in-Hand programs is now being done directly with Hand-in-Hand Early Years Education. Please visit www.hand-in-handeducation.com for details.

When are you offering open climbing?

Unfortunately, due to the added constraints that COVID-19 has placed on our facilities and resources, we are not currently able to offer open climbing sessions.

Will you be offering Parent & Tot Gym / Nerf Battles / Floor Hockey / Basketball this fall/winter?

Unfortunately, due to COVID-19, we are unable to offer these programs at this time. Although we have no specific timeline for restarting them, we look forward to once again being able to offer these popular programs as soon as we’re confident we can do so safely.

Can I book the gymnasium for a birthday or other private event?

Unfortunately, no. The only private facility bookings we are currently accepting are those requested by organizations that are affiliated with a provincial sport organization and have their own ViaSport Phase 3 Return to Sport Plan, insurance and approved COVID-19 safety plan. These bookings and associated activities must comply with all applicable public health orders.

If I’m sick and can’t attend my program, will I receive a refund?

In order to prevent the spread of COVID-19 in our community and encourage would-be participants to stay home if they are experiencing any potential symptoms of COVID-19, we will waive any withdrawal fees and issue a full refund if you need to withdraw from a program due to illness.

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