Can I cancel my Active Pass partway through the month and get a refund?
No, the minimum term length for Active Passes is one month. There are no partial refunds for passes cancelled partway through the month. For monthly subscriptions and one-month passes, once you’ve been charged for the month, that payment is non-refundable. For 12-month passes, you can only get a refund for any full months remaining on your pass.
How does the ongoing Active Pass subscription work?
Enjoy continuous access to our facilities with the convenience of automatic billing! You can sign up online, by calling 604-987-7529 or at the front desk of any NVRC facility. Just like with other subscription services you may have, you’ll put a credit card on file and be automatically billed on the same day each month.
What if I need to cancel my monthly Active Pass subscription?
You have the flexibility to cancel your ongoing subscription at the end of any monthly billing cycle. To cancel, simply visit the front desk at one of our facilities, call 604-987-7529 or email customerservice@nvrc.ca.
Requests to cancel must be made at least three business days before the end of your current billing cycle in order to avoid being charged for the next month. Once you’ve been charged, that month’s payment is non-refundable. There are no partial refunds for passes cancelled partway through the month.
What happens if the credit card on my account is declined?
You will be notified of any declined credit card payments. Payment is due immediately following notification by NVRC, and your Active Pass will be suspended until the payment is made.
What if I need to make changes to my account or payment information?
All changes, including changes to credit card information, are the customer’s responsibility and must be received via email at customerservice@nvrc.ca, phone or in person at the front desk of any NVRC facility. Requests for changes, including cancellations, must be made at least three business days before the change will take effect.
Do you offer financial assistance?
NVRC believes everyone should have an opportunity to participate in recreational and cultural activities. We provide supports and services to minimize barriers and encourage participation from North Vancouver residents. Visit nvrc.ca/about-us/access-inclusion, email financialassistance@nvrc.ca or call 604-987-7529 for more information.
What does NVRC do with my personal information?
The North Vancouver Recreation & Culture (NVRC) Commission is committed to protecting your privacy. Personal information will only be used for the purpose of administering recreation and culture services, informing you of our services and benefits, and for statistical purposes. Any personal information you provide to us is collected, used and disclosed in accordance with British Columbia’s Freedom of Information and Protection of Privacy Act (FOIPPA). For more information, visit nvrc.ca/privacy.
