Home Help Registered Programs Cancel/Withdraw from a Program

Cancel/Withdraw from a Program

To cancel or withdraw from a program

  1. Logon to your account using the "Logon" button at the top right of the Live and Play site.
  2. Select "My Courses" from “My Account” home page or from the drop-down menu under your account name.
  3. Select filters in the My Courses panel on the left of the page for Type (Confirmed Courses) and family member (User). Ctrl-click to select multiple family members. Click “Search”.
  4. Click on the “Cancel” button on the related course you would like to cancel/withdraw from.
  5. Verify the cancellation details and click “Add cancellation to basket” button.
  6. Click the “Checkout” button in the Basket to finalize the cancellation.
  7. Course will no longer display in “My Courses”. If applicable, you can view the refund invoice in “My Statements”.

Online withdrawals/cancellations resulting in a credit will be left on your account. Credits can be used for any future online, call-in or in-person transaction. If you would prefer a refund, here are your options:

  1. Email liveandplay@calgary.ca to request a refund to your credit card. Note: It can take up to two weeks for refunds to be processed.
  2. Visit a Recreation Facility for an in-person refund.


  • Withdrawals/cancellations before a course starts will be charged a 10% fee, and the remaining balance refunded.
  • Once the program has started, a 10% fee is charged on the remaining classes and a pro-rated balance refunded.  Subject to change.
  • There are no direct transfers to another program. ‘Transfers’ will be considered a withdrawal from the current program and a new registration into another program. Applicable cancellation fees will apply.
  • Medical exceptions
    • Please email medical exemptions to liveandplay@calgary.ca.
    • A doctor's note is required within 14 days of withdrawal or the request will be processed as per the withdrawal policies (allow 2-4 weeks for processing).
    • Requests received after the program start date are subject to a pro-rated refund from the date of notification.
  • Program cancellation policy
    • All programs are subject to cancellation due to insufficient registrations.
    • If the program is cancelled by the City of Calgary, you will be notified and will receive a full refund.
  • For any other questions or issues not covered, please contact us at liveandplay@calgary.ca or by calling our Customer Service Centre at 403-268-3800 (Option 1).