Withdrawals & Refunds

How to withdraw from an activity

• Log into your MySurrey Account.
• Select the person registered in the activity you wish to withdraw from.
• Scroll down to Schedules.
• Select the person enrolled.
• Switch to List View.
• Click Action next to the activity you wish to cancel.
• Click Withdraw.

If a registration was made with a credit card on your account, refunds will be provided back to your credit card.

Withdrawal fees for registered programs

New fees for programs now in effect

For most registered programs starting on July 1, 2024, a withdrawal fee of $15 will apply within seven days of the program start date and time.

Exceptions include:

• Day camps: 50% of the course fee will be charged if you withdraw within seven days of the program start date and time. Note: Withdrawals within seven days of a camp's start date must be done over the phone or in person.
• Aquatic leadership courses (including first aid) and programs under $15: 50% of the course fee will be charged if you withdraw within seven days of the program start date and time.
• Licensed childcare (Preschool, Before and After School Care): One month’s payment will be charged if you do not provide one calendar month’s notice.
• Birthday parties: 50% of the course fee will be charged if you withdraw within 14 days of the party.
• Programs with extra fees: A $15 withdrawal fee will be charged if you withdraw within seven days of the program start date and time. Extra fees will not be refunded.

Example 1:

If you would like to withdraw from a program that starts at 2pm on July 2, 2024 without facing a withdrawal fee, you must withdraw before 2pm on June 25, 2024.

Example 2:

If you would like to withdraw from a Summer Day Camp that starts at 10am on July 8, 2024 without facing a withdrawal fee, you must withdraw before 10am on July 1, 2024.

This update is aimed at reducing overbooking and last-minute cancellations, providing opportunities for those available and interested.

Certain third-party operators who run activities may have different cancellation policies.

Request a refund or credit

• Call 604-501-5100, Monday to Friday, 8:30am to 4:30pm.
• Visit a front desk at any recreation facility.

Recreation Surrey Pass

To withdraw from your annual or monthly Recreation Surrey pass for a $5 withdrawal fee, or to request a freeze on your annual Recreation Surrey pass:

• Call 604-501-5100, Monday to Friday, 8:30am to 4:30pm.
• Visit a front desk at any recreation facility.

Annual Recreation Surrey Pass

• You can freeze your annual pass one time per membership pass term for up to three months. Patrons must call or visit their facility to make the request prior to the start date of the freeze period. 
• If you are on a monthly payment plan and you withdraw from your annual pass, future monthly payments will stop.
• If you paid for your annual pass in full, you will receive a refund for only the remaining unused amount.
• Refunds will be provided to patrons from the date they withdraw their annual pass, to the date of expiry. 

Give as much notice as possible

We understand life gets busy. If you need to withdraw from a program, please give as much notice as possible so other available patrons can register.

No-show policy

If you are registered for a drop-in activity and do not show or withdraw at least one hour before the start time of the activity, a no-show will be logged on your account. Once you have three no-shows logged on your account, you will not be able to use your membership for one week.