Rideau Sports Centre Policies & Procedures

1. Rideau Sports Centre does not issue refunds.

2. All Rideau Sports Centre clients must have a credit card on file.

3. Tax is not included in the listed price.

4. RSC has the right to refuse service, revoke passes, remove persons from programs, lessons, or classes, based on breach of RSC’s Code of Conduct.

Click the links below for policies related to specific activities: 

1. Tennis Policies2. Yoga, Fitness, & Gym3. Camp Policies4. Pool Polices5. Rideau Sports Centre Code of Conduct6. Privacy Policy

Credit Request Form
Yoga & Fitness Membership Hold Form
Yoga & Fitness Membership Cancellation Form 

Tennis Policies

  1. Programs & Adult Tennis Camps:
    1. Programs are non-refundable and non-transferable.
    2. All Rideau Sports Centre clients must have a credit card on file.
    3. Cancellations prior to 14 days from program start will be issued a credit to the account. A $40 + HST administration fee will be applied to process the credit.
    4. No credits will be issued within 14 days of program start (as such all weekly sign-ups will never be eligible for a credit)
    5. Missed sessions during a program due to unforeseen circumstances of the client will not be eligible for make up sessions or credits
    6. Substitute Policy: A player may only be replaced by somebody within the same household and with the appropriate playing level. Players must get approval from Head Pro Sacha Krishna.
    7. Credit requests due to injury/medical issues may be granted if a medical note is provided by a registered physician. Medical Notes will only be accepted within the first 14 days of the program’s start and a maximum amount of 50% of the time remaining in the program will be credited.
    8. Session cancellations due to unforeseen circumstances of the centre (power outage, pandemics, weather, repairs) will result in a credit applied to the client.
    9. Removal from program based on breach of the code of conduct will result in no credit for the client.
    10. The Rideau Sports Centre may cancel a program due to low enrolment. In the event of a program cancellation, participants will be offered alternate program dates/times. In the event the proposed date/time does not work for the client, the client will be eligible for a refund.
    11. Level Placement: we reserve the right to withdraw participants from a program if the coaching staff determine you are not at the appropriate level (too weak or too strong). In the event you are withdrawn from a program, every effort will be made to place you in an alternate suitable program. If an alternate placement is not found, players will be credited the remaining classes of the session.
    12. Rain Policy: In the event of rain, coaches will make the call whether the program will run or not. If the class is cancelled due to rain within the first half of the class, a full credit will be applied. In the case of rain cancellation after the halfway point of the class, no credit will be issued.
  2. Round Robins:
    1. Minimum Participants: A minimum of 3 participants are required to run the round robin. If 2 or less participants are signed up 48 hours before the round robin, it will be cancelled and participants’ accounts will be credited.
    2. Withdrawal Policy: Players must withdraw from the round robin at least 48 hours prior to the event. Failure to do so will result in no refund being provided.
    3. Level Registration: Players may only register at the appropriate level associated with their account. This ensures fair competition and maintains the integrity of the round robin.
    4. Respectful Behavior: Round robin participants are expected to show respect to their partners and opponents. Any inappropriate behaviour will not be tolerated.
  3. Court Bookings:
    1. Court bookings are non-refundable.
    2. All Rideau Sports Centre clients must have a credit card on file
    3. Courts can be cancelled 24 hours before your court booking at no charge, a credit will be issued. Any courts cancelled after the 24-hour window will be charged at the full rate of the court.
    4. It is MANDATORY that all Tennis Players must check in at the Indoor Front Desk prior to their court booking.
    5. Payment must be made for all players prior to the booking.
    6. “No-Show” Policy: In the event a person does not show up to their court booking, the full fee will be charged.
    7. All Tennis Players names must be listed on booking prior to playing.
    8. Baskets of balls and/or teaching aids (cones, ladders, markers, hurdles etc.) are not allowed on court except for RSC Coaching Staff.
  4. Tennis Lessons:
    1. Tennis Lessons are booked directly with the Tennis Pros.
    2. Lessons can be cancelled 48 hours before the session at no charge, a credit will be issued. All lessons must be cancelled by contacting your PRO. Any lessons cancelled after the mark will be charged the full rate.
    3. Payments must be received on the day of service.
    4. “No-Show” Policy: In the event a person does not show up to a lesson, the full fee will be charged.
    5. Only RSC Approved Coaches are allowed to teach private lessons.
  5. Passes:
    1. Passes are non-refundable and non-transferable.

Updated: December 29, 2023

Yoga, Fitness & Gym Policies

  1. Memberships and Class Pack Bundles are non-refundable and non-transferable.
  2. All Auto-Renew Memberships are subject to a minimum 4-month commitment.
    1. We require a 30-day notice to cancel your membership after the 4-month term. Auto-billing will continue until we receive a written cancellation notice.
    2. Passes will be pro-rated at the time of purchase, there after your credit card will be billed the full amount on the 1st of every month.
      • For example, if you make a purchase on the 15th of the month, you will incur a charge of $37 + HST. Following this, on the 1st of the following month, your credit card will be billed the full amount of $74+HST.
  3. Membership Holds:
    1. All Auto-renew memberships can be placed on a hold for two (2) months per calendar year.
    2. The first four (4) months of your commitment period must be completed prior to placing your membership on hold.
    3. Hold fees vary based on the membership type.
      1. Four month commitment memberships can hold at $0
      2. Monthly auto-renew memberships can freeze at $10+HST per month.
    4. All hold requests must be submitted at least 3 business days prior to the payment date that you would like to hold and will be held for one (1) month at a time.
    5. Medical Holds may be requested if a medical note is provided.
      1. All medical holds will receive an additional two months of hold per calendar year at a fee of $10+HST.
  4. Yoga & Fitness Classes:
    1. Classes can be cancelled up to 2-hours before the class without penalty. A $10 fee will be charged if cancelled within the 2-hour window, even if you have an unlimited monthly pass.
    2. If you pre-book a Yoga or Fitness Class and fail to attend for any reason, you will be charged a drop-in rate for the class of $20, or the class may be removed from your class package.
    3. All participants must scan in at the front desk prior to the class starting.
  5. Gym:
    1. No children under the age of 12 are allowed in the gym.
    2. Anyone aged 12-15 may only use the gym with adult supervision.
  6. Personal Training
    1. Personal Training sessions are booked directly with Personal Trainers.
    2. Personal Training sessions can be cancelled up to 24 hours before the session without a penalty.
    3. “No-Show” Policy: In the event a person does not show up to a session, the full fee will be charged.
    4. Personal Training sessions are purchased with RSC, not the individual trainer. Sessions are non-refundable, even if your personal trainer leaves RSC for any reason.

Updated: December 29, 2023

Summer Camp Policies

  1. Cancellation Policy:
    1. No refunds will be issued within 30 days of the camp start date.
    2. Refunds will be provided up to 30 days prior to the start date and are subject to a $40 + HST administration fee. An administration fee applies per camp and per child.
    3. If a camp participant is removed from camp due to misbehaviour, refunds will not be issued.
  2. Pick-Up Policy
    1. Parents or Guardians who are late to pick up their child(ren) will be charged a fee of $15 per 15 minutes. This fee will be reapplied every 15 mins.
      • For example: A pick-up between 5:30pm and 5:45pm = $15 fee, A pick-up at 5:47pm = $30 fee.

Updated: December 29, 2023

Pool Policies

  1. Pool Passes and drop-in pool passes are non-refundable and non-transferable.
  2. Children 12 years of age and under must be accompanied by an adult.
  3. Pool bookings can be cancelled at no charge 24 hours before your swim time. 

Updated: July 2024

Padel Policies

  1. Padel Court bookings are non-refundable.
  2. All Rideau Sports Centre clients must have a credit card on file
  3. Padel Courts can be cancelled 2 hours before your court booking at no charge, a credit will be issued. Any courts cancelled after the 2 hour window will be charged at the full rate of the court.
  4. Rain Policy: If a person is more than half way through their booking and the surface is deemed unplayable due to rain, no credit will be issued.
  5. It is MANDATORY that all Padel Players check in at the Indoor Front Desk prior to their court booking.
  6. Payment must be made prior to the booking.
  7. “No-Show” Policy: In the event a person does not show up to their court booking, the full fee will be charged.
  8. Padel Racquet Rentals: Padel racquets are available to rent free of charge for the length of your booking. These can be loaned to at our Front Desk. Rentals must be returned after your booking directly to a Customer Service Representative. Failure to return the racquet within your booking window will incur a late charge of $25 per racquet per day, up to three days. After three days, you will be charged the full price of each unreturned racquet in addition to the late charges.
  9.  
 

Updated: April 10, 2024

Rideau Sports Centre Code of Conduct

Our mission at Rideau Sports Centre is to deliver an experience that makes our clients and guests feel happy and leaves them feeling happier than when they arrived. Courteous and respectful conduct is expected by all clients and guests. Inappropriate or aggressive behaviour, including offensive language directed at another person at RSC or staff member will not be tolerated.

  • ·Everyone on RSC property is expected to respect each other’s privacy. Therefore, taking photos of other clients, patrons or staff is strictly prohibited.
  • To maintain the privacy of all children, taking pictures of youth during any program activity is strictly prohibited.
  • Proper attire is required. Shoes and appropriate clothing must always be worn, this includes wearing a shirt while on the property.
  • Bathing suits must be worn in the pool. Loose-fitting clothing and undergarments are not acceptable.
  • Sharing of a pass (Tennis, gym, fitness/yoga) will result in immediate termination of that pass.
  • Rideau Sports Centre is not responsible for lost or stolen items.
  • Personal Training or coaching is only permitted by RSC trainers. All outside coaching or training is prohibited.
  • Visible intoxication or someone who is intoxicated, acting confrontational, or belligerent will be asked to leave immediately.
  • Sleeping on the property for any reason is prohibited.
  • RSC is a SMOKE FREE environment. Smoking or vaping tobacco and cannabis is strictly prohibited on the RSC property.

Tennis Etiquette

  • Courts open in advance and can be booked online on our website or on our App.
  • No passholder is to share their pass with anyone at any time.
  • Shoes and shirts are always required on the tennis courts.
  • Respectful behaviour is expected on the tennis courts at all times.
  • Glass water bottles are prohibited on the tennis courts to avoid breaking glass.
  • Everyone must sign in at the front desk before they begin playing on their court.

Yoga/Fitness Etiquette

  • Fitness and yoga classes are open for reservation 7 days before class begins, reservations can be made online to reserve a spot in the class.
  • Arrive a minimum of 5 minutes before the start of class to ensure equipment is set up and there is no disruption to the class.
  • Respectful behaviour is expected towards the teacher and the participants. Disruptive behaviour will not be tolerated.
  • No food is permitted in the yoga and fitness studio.
  • If you need to leave the class early, please inform your instructor in advance.

Youth Program Etiquette

  • RSC youth programs are NOT a nut free environment. Our restaurant and café offers products with nuts in them, therefore we cannot guarantee there are no nuts on site.
  • Youth camps are nut free and all kids are required to bring a nut-free lunch every day.
  • EpiPens and inhalers must always be with the child while on the property.
  • All children must attend programs and camps in appropriate attire including shoes, socks and comfortable clothing.
  • Children are not permitted to be in bare feet at any time unless in the pool.
  • RSC programs are available to children ages 4 years old and older.
  • For the health and safety of all children, please do not bring your child to RSC when they are sick (example: fever, flu, vomiting, loose bowels).

Updated: December 29, 2023

Privacy Policy

Last updated: December 29, 2023

The Rideau Sports Centre (“RSC”, “we”, “our”, “us”) recognizes the importance of your right to privacy and wants you to be familiar with how we collect, use, and disclose any personal information that individually identifies you.

This Privacy Policy describes the RSC policies and procedures on the collection, use and disclosure of your information when you use our website (“site”) and our programs and services (“Services”). This Privacy Policy outlines the terms and conditions you agree to when using our Site and Services. We will only collect, use and disclose your personal information in accordance with this Privacy Policy.

By using our Site and Services, you acknowledge that you have read and understood this Privacy Policy, and you agree and consent to the collection, use, disclosure and other processing of your personal information as outlined in this Privacy Policy.

1. PERSONAL DATA WE COLLECT

We may collect and process information that relates to identified or identifiable individuals (“Personal Data”). The types of personal information that we may collect include, but are not limited to:

  • Your name;
  • Your title;
  • Your address;
  • Your phone number;
  • Your email address;
  • Your IP address; and
  • Personal information you give us that we did not request (such as any personal information you voluntarily put into an email to us).

2. PURPOSES FOR COLLECTING YOUR PERSONAL INFORMATION

We collect, use and disclose your personal information to comply with legal and regulatory requirements and as otherwise may be permitted or required by applicable laws. We will only use the personal information that we collect for the purposes for which it was collected. Specifically, we collect your personal information for the following purposes:

  • To provide you with our Services as requested by you;
  • To manage, develop and enhance RCS operations, programs and services;
  • To process and collect fees for service;
  • To assess participant needs;
  • To conduct participant satisfaction research;
  • To determine program, service, employment, or volunteer eligibility;
  • To collect date for statistical purposes;
  • For administration, management, strategic planning, decision making, research, and allocating of resources within RSC;
  • Subject to applicable law, to provide you with newsletters and articles to notify you about other programs and services provided by RSC
  • To improve the Site and help us develop new services, apps, tools and Site features; and
  • To meet any legal or regulatory requirements.

3. WHEN DO WE COLLECT PERSONAL INFORMATION?

We may collect your personal information when you voluntarily provide it to us by using our Site or Services. For example, we may ask you to provide personal information if you:

  • Use our Site or our Services;
  • Register, update, create or sign into an account on our Site and our Services;
  • Send us a question or comment by email, social media or phone;
  • Register to receive newsletters, articles, and updates about our Services; and
  • Otherwise participate in features of our Site or our Services that ask for personal information.

Any personal information posted, used or disclosed on a Facebook page, Twitter page, LinkedIn page, Instagram page, or other social networking page or site is subject to that website’s privacy policy and is not subject to this Privacy Policy.

4. LIMITING COLLECTION OF PERSONAL INFORMATION

We limit the collection of personal information to that which is necessary to fulfill the purposes identified in this Privacy Policy and we collect, use and disclose your personal information in accordance with this Privacy Policy.

5. USE, DISCLOSURE, AND RETENTION OF PERSONAL INFORMATION

Your personal information will not be used without your consent for purposes other than those for which it was collected or in accordance with applicable laws. We may wish to use personal information for new or additional purposes, in which case we will amend the Privacy Policy to include these new or additional purposes and will obtain your consent through your continued use of our Site and Services.

To help safeguard your privacy, we will consider using non-identifiable information, such as coded or Anonymous Data that does not identify you whenever possible. We may generate Anonymous Data from personal information collected through the Site and Services by removing information that makes the data personally identifiable to an individual. We may use this Anonymous Data and aggregated data for any reasonable purpose and disclose such data to third parties in our sole discretion.

We may use and disclose your personal information to service providers, data processors and other third parties (“Third Parties”) under the following limited circumstances:

  1. to service providers that help with our operations, Site and Services including, without limitation, for customer services, monitoring and analyzing Site activity, and operating and maintaining the Site. Such service providers and partner companies may only use your personal information for the purposes described in this Privacy Policy;
  2. when necessary to protect our safety, property or other rights, our representatives, customers and users of the Site, including to detect and prevent fraud;
  3. if we sell or transfer all or a portion of our business or assets to a related company or a third party. Your personal information will remain subject to any pre-existing Privacy Policy unless you agree to the privacy policy of the company or third party that acquires your personal information;
  4. with your consent; or
  5. when otherwise required or permitted by law.

In certain circumstances, personal information can be collected, used or disclosed without your consent. For instance, RSC may disclose personal information without your prior knowledge or consent:

  1. to a lawyer or other legal representative of the RSC;
  2. to a government body or agency in certain circumstances;
  3. to collect a debt, or comply with a subpoena, warrant or other court order; or
  4. in circumstances otherwise required or permitted by law.

We retain your personal information only for as long as we need it to fulfill the purposes for which it was collected (including as required by contract with a funding partner) or as required by law.

6. DATA PROCESSORS IN OTHER COUNTRIES

As discussed in Article 5, we may engage Third Parties to perform certain services on our behalf and to otherwise provide the Services. These Third Parties may store, process, and transfer personal information on servers located outside of Canada in jurisdictions whose data protection laws may differ from those of Canada, such as the United States of America. As a result, personal information may be subject to access requests from governments, courts, or law enforcement in those jurisdictions according to the laws in those jurisdictions. For example, information may be shared in response to valid demands or requests from government authorities, courts and law enforcement officials in those countries. Subject to applicable laws in such other jurisdictions, we will use reasonable efforts to ensure that appropriate protections are in place to require our Third Parties to maintain protections on personal information that are equivalent to those that apply in Canada.

7. LINKS TO OTHER SITES

Our Site may contain links to other sites that are independently owned and operated by third parties. These other sites may have their own privacy policies and are not governed by this Privacy Policy. We are not responsible for the privacy practices or the content of any sites owned and operated by any third parties. Other sites may collect and treat information collected differently, so we encourage you to carefully read and review the privacy policy of each site you visit.

8. COOKIES, WEB BEACONS AND OTHER SIMILAR TECHNOLOGY

We may use automatic data collection technology and services that record and collect information that identifies your computer, tracks your use of our Site and collects certain other information about you and your surfing habits. This data collection technology may include cookies, web beacons and other similar devices on this Site to enhance functionality and navigation for our visitors. This technology does not personally identify you or extract any information from your computer. Data that would personally identify you is known only when voluntarily submitted.

A cookie is a small data file that is placed on the hard drive of your computer so that your computer will “remember” information when you visit a site.

Web beacons and tags are small strings of code that are used in conjunction with a cookie and allow us to record activity on our Site.

Internet tags, graphic tags, and similar web beacon type functions allow us to count the number of users who have visited a particular web page or to access certain cookies. We may use web beacons on this Site to count users and to recognize users by accessing our cookies. Being able to access our cookies allows us to personalize our Site and improve your experience at our Site. We may also include web beacons in HTML-formatted email messages that we send to determine which email messages were opened.

Information tracked through these mechanisms includes, but is not limited to:

  1. your IP address;
  2. the type of web browser and operating system being used;
  3. the pages of the Site a user visits; and
  4. other sites a user visited before visiting our Site.

You can set your internet browser up so that you are notified when cookies are stored, you can decide in each individual case whether you want to accept cookies, or you can refuse to accept any cookies. However, if you do not accept cookies, you may be restricted in how you are able to use our Site. You can delete cookies that are already stored on your hard disk at any time. You will find more details on how to do this in the operating guide for your Internet browser program.

9. THIRD-PARTY ANALYTICS

Our Site uses third-party analytics services such as Google Analytics, a web analytics service of Google, Inc. (“Google”).

Google Analytics uses “cookies” to analyze how you use our Site. The information generated by the cookie about your use of our Site (including your IP address) is sent to a Google server in the U.S. and stored there. Google will use this information to evaluate your use of our Site, compile reports on Site activity for our Site operators, and to provide other site activity-related internet services. Additionally, Google may transfer this information to a third party when required by law or in the case of third-party processing information on Google’s behalf. In no case will Google use your IP address in connection with any other information held by Google. You can set your internet browser to prohibit the installation of cookies, although we must point out that some features and functions of our Site will then be unusable.

By using our Site, you consent to the processing of data about you collected by Google in the manner described and for the above-mentioned purpose. The consent for collection and storage of data can be withdrawn at any time in the future by clicking on the following link: https://tools.google.com/dlpage/gaoptout?hl=en.

10. INDIVIDUAL ACCESS AND ACCURACY OF PERSONAL INFORMATION

You may request access to your personal information which we may hold by contacting us at the contact information set forth below, and we will respond within the time periods provided for under applicable laws. We will need to verify your identity before providing you with the personal information we hold about you. There is no cost for such access request unless you require copies of records. We may not be able to provide you with access to your personal information if the information cannot be separated from the personal information of others, cannot be disclosed for reasons of security or commercial confidentiality, or is protected by legal privilege. If we cannot provide you with access to your personal information, we will advise you of the reasons access is being denied, unless we are prohibited by law from doing so.

You may request to update and change your personal information at the contact information set forth below. We shall endeavor to correct or complete any personal information which you advise us is inaccurate or incomplete. Where appropriate, the amended information shall be transmitted to third parties having access to such information. A statement of disagreement will be attached to records where a requested amendment cannot be made.

11. CHILDREN’S PRIVACY

We are committed to protecting the privacy of children and we do not knowingly solicit personal information from children under the age of 13. If a child has already provided us with personal information, their parent or guardian may contact us for the purpose of deleting this information.

12. ELECTRONIC COMMUNICATIONS

We comply with Canada’s anti-spam legislation (CASL) and we will not send you electronic communications in contravention of this law. As part of signing up to receive our Services, you may have also opted in to receive email communications from us. If you opted-in to receive such communications, we may use the information to communicate with you regarding our Services, provide you with other information that you request, and/or improve our service offerings.

You will always have the opportunity to “unsubscribe” from receiving any of our email or other communications at any time and we will ensure that our emails include instructions on how to unsubscribe if you no longer wish to receive future emails from us. We provide an ongoing opportunity to unsubscribe or opt-out of contact by us by using the unsubscribe button at the bottom of our email communications or by sending an email to us at info@rideausportscentre.com

If you decide to unsubscribe, we will only contact you (i) for the purposes allowed under applicable law; (ii) to send you notices of changes to our Privacy Policy; or (iii) to receive Service-related messages.

13. CHANGES TO THIS PRIVACY POLICY

We reserve the right to change or replace this Privacy Policy at our sole discretion at any time. Please check back from time to time to ensure that you are aware of any updates or changes to this Privacy Policy. We will post the most current version on our Site and we will indicate the date this Privacy Policy was last revised at the top of the page. Your continued access or use of this Site after any such changes constitutes your acceptance of the Privacy Policy as revised.

14. YOUR CONSENT TO THE TERMS OF THIS PRIVACY POLICY

By using our Services and providing us with your personal information, you agree that we may collect your personal information and you voluntarily consent to the collection, use, disclosure, and transfer of your personal information in accordance with this Privacy Policy. If you do not agree with any terms of this Privacy Policy, please do not use our Site or our Services or provide us with any personal information. If you do not understand the nature, purpose, and consequences of us collecting, using, and disclosing your personal information, please do not use our Site or our Services or provide us with any personal information, and contact us at the contact information set forth below so that we can address your questions or concerns.

Subject to legal and contractual requirements, you may refuse or withdraw your consent to certain of the purposes identified in this Privacy Policy at any time by contacting us at the contact information set forth below. If you refuse or withdraw your consent, you acknowledge that we may not be able to provide you or continue to provide you with certain services or information which may be of value to you.

15. CONTACT US

We welcome your feedback. If you have questions, comments, or concerns about this Privacy Policy, or would like to do any of the following:

  • see your personal information that you have already sent us so that you can correct, update or delete it from our files;
  • if your child under 13 has used this Site and sent us personal information, delete that personal information from our files;
  • ask that we not send you electronic communications or otherwise contact you; or
  • report any violation of this Privacy Policy,

You may speak to our staff and volunteers by contacting us by phone or email:

Rideau Sports Centre

Email: info@rideausportscentre.com

Phone: 613-749-6126