Frequently Asked Questions

Even if a class shows as full, go through the process of adding the class to your shopping cart. It will automatically add your child to the waiting list if the class is full. When we receive a cancellation in that class we will contact the families on the waiting list in order to fill the spot.

Right now the system will not allow you to edit very much of your children's profiles. It's one of the things that is being worked on for the next release of the system. If there is an error, send a request by email with the details and the office can fix it for you.

When you first create an account in this system, you will be adding in yourself first. That makes you the primary or main account holder and once that is done you can then add in your family members so that they are attached to your account. That way you can register all your kids (and yourself in the adult class) at the same time without having to login to separate accounts for each child. It keeps your history and receipts together as well under that main account for future reference.

If you are registering using this system for the first time then you don't have an account yet. You need to create one so when you see that login screen, look on the right side of the screen for the "Create Account" option and start there. The first account you create will be yous as the main account holder/parent/guardian. Once you are set up then you can add family members to your account so that your children are all linked to you. The system will walk you through the process.

There is a non-refundable convenience fee that ActiveNet, our software provider, assesses when you register online, which is due at the time of payment. These fees are collected by ActiveNet to offset the costs of providing the service, and are not collected by the Club.

When you register online a copy of the receipt will be emailed to the email address you supplied when you registered. You can also access it from the "My Account" page along with other account management options. If you come in to register the receipt will still be emailed and will still be available through your account. If you have absolutely no way of accessing or printing it off yourself then come in to the office but a $2.00 handling fee will be charged for the service.

If you've just forgotten your password, the system has a feature where it will automatically assist you with the password recovery providing you answered the security questions during your account setup. If you can't remember your login ID or the email you registered with, you'll have to phone the office for assistance.

You have to register and pay like everyone else and when your subsidy comes in the refund will be prepared for you and you will be notified when it's ready. Ideally you should be applying for the subsidy well before the session starts.

• The annual $25 membership cost (covering July 1/09 to Jun 30/10) is non-refundable.
• The convenience fee is non-refundable.
• Requests for refunds on registration fees prior to December 7 at 5pm will be accepted without penalty.
• Requests for refunds on registration fees received after December 7 at 5pm and before December 14 at 5pm will be given, less a $20 administration fee (ex. Class fee is $210.00, refund is $210 - $20 = $190.00)
• Requests for refunds on registration fees received after December 14 at 5pm and before December 21 at 5pm will be given, less a 30% administration fee (ex. Class fee is $78.00, refund is $78 - $23.40 = $54.60)
• Cancellations of Winter registrations received after December 21 at 5pm will not be refunded.
• We are longer processing refunds as credits on account.

• The annual $25 membership cost (covering July 1/09 to Jun 30/10) is non-refundable.
• The convenience fee is non-refundable.
• Requests for refunds on registration fees prior to March 1 at 5pm will be accepted without penalty.
• Requests for refunds on registration fees received after March 1 at 5pm and before March 8th at 5pm will be given, less a $20 administration fee (ex. Class fee is $210.00, refund is $210 - $20 = $190.00)
• Requests for refunds on registration fees received after March 8th at 5pm and before March 15th at 5pm will be given, less a 30% administration fee (ex. Class fee is $78.00, refund is $78 - $23.40 = $54.60)
• Cancellations of Spring registrations received after March 15th at 5pm will not be refunded.
• We are longer processing refunds as credits on account.

• The convenience fee is non-refundable.
• Refunds on Camp fees will be given up to 10 days before the camp starts, less a $20 administration fee (ex. Class fee is $210.00, refund is $210.00 - $20 = $190.00)
• Cancellations of camp sessions received within 10 days before the camp or after the camp starts will not be refunded.
• We are longer processing refunds as credits on account.

• The annual $27.50 membership cost (covering July 1/10 to June 30/11) is non-refundable.
• The convenience fee is non-refundable.
• Refunds on Camp fees will be given up to 10 days before the camp starts, less a $20 administration fee (ex. Class fee is $210.00, refund is $210.00 - $20 = $190.00)
• Cancellations of camp sessions received within 10 days before the camp or after the camp starts will not be refunded.
• We are longer processing refunds as credits on account.

• The annual $27.50 membership cost (covering July 1/10 to Jun 30/11) is non-refundable.
• The convenience fee is non-refundable.
• Requests for refunds on registration fees prior to September 1 at 5pm will be accepted without penalty.
• Requests for refunds on registration fees received after September 1 at 5pm and before Septmber 11 at 5pm will be given, less a $20 administration fee (ex. Class fee is $210.00, refund is $210 - $20 = $190.00)
• Requests for refunds on registration fees received after September 11 at 5pm and before Septmber 26 at 5pm will be given, less a 30% administration fee (ex. Class fee is $78.00, refund is $78 - $23.40 = $54.60)
• Cancellations of Summer registrations received after September 26 at 5pm will not be refunded.
• We are longer processing refunds as credits on account.

You will have to put in a request to cancel your daughter's registration in that class. The form for that is found from the top navigation menu (scroll to the top of the page) under REGISTRATION of the Ortona website - not the online registration service.

Requests to cancel registrations will be processed in the order they are received and notification of refund will be sent to the email address in your online account. There are refund processing fees that will apply. See our refund policy under Payment Policies in the FAQs section.

This is a two step process and the steps can be done in any order.

1) You will have to put in a request to cancel your son's registration in that class. The link for that is found on the registration page of the Ortona website or you can click here to go to this section directly. If you are transferring from one class to another there is no cancellation penalty. Requests to cancel out of classes will be processed in the order they are received and notification of refund will be sent to the email address in your online account.

2) You will have to repeat your registration process for your son in the class you wanted.

A spot will be held for your child in that class. You need to register like everyone else but choose the "By Invitation Only" section to find your class. Everyone who registers in these classes will be verified on a daily basis to confirm their eligibility to register in this section.

The system supports a waiting list feature so you can add yourself to the waiting list. When a spot opens up the first person on the waiting list will be called to see if they still want the spot or not. We will progress through the list in order as spots are available. If you are on a waiting list and you get a call you need to respond within 24 hours to confirm you want the spot or not or the next in the list will be contacted.

You'll need to have one as your registration confirmations and receipts are all sent by email. There are places on the web where you can still get free email accounts, like yahoo.ca, MSN Hotmail, Google's GMail, and a lot more. Just search for 'free email account' in your favourite search engine to see more.

No - we don't like getting garbage in our own email inboxes and don't send it out. We will however be sending out regular emails with relevant and time sensitive information that is important for you to know. So it is important to use an email address that you check regularly as emails and the gym bulletin boards are the primary means of communication with our members. Final item is that this information is considered private and we will not be selling any customer contact lists of any kind (snail mail or email) to anyone at anytime, ever.

That's the beauty of online registration - you can register from anywhere with an internet connection. Computer/Internet access is standard fare now in hotels, on cruises, in resorts. Just ask the front desk or concierge for assistance if you can't find it and they'll be delighted to assist you.

No, phone and fax registrations will not be accepted. The reason for this is that everyone needs to create their personal account on the system, including a private ID and password. The office will not set this up for you. By having a private account all transactions you make on the system will be stored for you to access at any time. So you can print off confirmations, receipts, see the details of what you've registered for at any time.

If you do not have access to a computer at home or work you can: come in to the gym office where a computer will be set up for parent access to register; you can go to a library and use their public access computers; you can go to an internet cafe where you can pay to use a computer by the hour.

Tax receipts are now available for pickup at the office.

You get it as soon as your payment is processed, which is pretty much immediately. A copy is also emailed to the email address you register with. You can save or print them out at your convenience and you can access them again later at any time. Tax receipts will be available by the end of January of the following year. So please ensure your personal profile information is current on the system.

Yes - that was one of the top priorities when we were sourcing a service. Security and privacy is paramount. This system is also being used by the Vancouver 2010 Olympics for selected events & volunteer management so we are confident of its security protocols.

Payment types that are accepted online: Visa, Mastercard, American Express

If you want to pay by debit, cash or cheque you still register online but you'll have THREE DAYS to come into the office to pay otherwise your child will be automatically removed by the end of the third day from the program. You will need to select the "Payament Plan" option when you check out.

For all other services and fees you will also need to come into the office to pay by these methods.

There is a $30 NSF fee charged to all returned cheques. NSF cheques not cleared within 10 days of notification to the parent/guardian will result in the suspension of the child's training until the account is back in good standing. There will be no reimbursement for missed classes as a result of this action.

If you serve more than two (2) NSF cheques to the club you will be required to prepay for programs and services in full and by cash, debit, credit card (in persons and signed) or certified cheque. All training will be suspended (without reimbursement on missed classes) until the account is cleared.

• The annual $25 membership cost (covering July 1/09 to Jun 30/10) is non-refundable.
• The convenience fee is non-refundable.
• Requests for refunds on registration fees prior to December 7 at 5pm will be accepted without penalty.
• Requests for refunds on registration fees received after December 7 at 5pm and before December 14 at 5pm will be given, less a $20 administration fee (ex. Class fee is $210.00, refund is $210 - $20 = $190.00)
• Requests for refunds on registration fees received after December 14 at 5pm and before December 21 at 5pm will be given, less a 30% administration fee (ex. Class fee is $78.00, refund is $78 - $23.40 = $54.60)
• Cancellations of Winter registrations received after December 21 at 5pm will not be refunded.
• We are longer processing refunds as credits on account.

• The annual $25 membership cost (covering July 1/09 to Jun 30/10) is non-refundable.
• The convenience fee is non-refundable.
• Requests for refunds on registration fees prior to March 1 at 5pm will be accepted without penalty.
• Requests for refunds on registration fees received after March 1 at 5pm and before March 8th at 5pm will be given, less a $20 administration fee (ex. Class fee is $210.00, refund is $210 - $20 = $190.00)
• Requests for refunds on registration fees received after March 8th at 5pm and before March 15th at 5pm will be given, less a 30% administration fee (ex. Class fee is $78.00, refund is $78 - $23.40 = $54.60)
• Cancellations of Spring registrations received after March 15th at 5pm will not be refunded.
• We are longer processing refunds as credits on account.

• The convenience fee is non-refundable.
• Refunds on Camp fees will be given up to 10 days before the camp starts, less a $20 administration fee (ex. Class fee is $210.00, refund is $210.00 - $20 = $190.00)
• Cancellations of camp sessions received within 10 days before the camp or after the camp starts will not be refunded.
• We are longer processing refunds as credits on account.

• The annual $27.50 membership cost (covering July 1/10 to June 30/11) is non-refundable.
• The convenience fee is non-refundable.
• Refunds on Camp fees will be given up to 10 days before the camp starts, less a $20 administration fee (ex. Class fee is $210.00, refund is $210.00 - $20 = $190.00)
• Cancellations of camp sessions received within 10 days before the camp or after the camp starts will not be refunded.
• We are longer processing refunds as credits on account.

• The annual $27.50 membership cost (covering July 1/10 to Jun 30/11) is non-refundable.
• The convenience fee is non-refundable.
• Requests for refunds on registration fees prior to September 1 at 5pm will be accepted without penalty.
• Requests for refunds on registration fees received after September 1 at 5pm and before Septmber 11 at 5pm will be given, less a $20 administration fee (ex. Class fee is $210.00, refund is $210 - $20 = $190.00)
• Requests for refunds on registration fees received after September 11 at 5pm and before Septmber 26 at 5pm will be given, less a 30% administration fee (ex. Class fee is $78.00, refund is $78 - $23.40 = $54.60)
• Cancellations of Summer registrations received after September 26 at 5pm will not be refunded.
• We are longer processing refunds as credits on account.

You will have to put in a request to cancel your daughter's registration in that class. The form for that is found from the top navigation menu (scroll to the top of the page) under REGISTRATION of the Ortona website - not the online registration service.

Requests to cancel registrations will be processed in the order they are received and notification of refund will be sent to the email address in your online account. There are refund processing fees that will apply. See our refund policy under Payment Policies in the FAQs section.

You get it as soon as your payment is processed, which is pretty much immediately. A copy is also emailed to the email address you register with. You can save or print them out at your convenience and you can access them again later at any time. Tax receipts will be available by the end of January of the following year. So please ensure your personal profile information is current on the system.

Payment types that are accepted online: Visa, Mastercard, American Express

If you want to pay by debit, cash or cheque you still register online but you'll have THREE DAYS to come into the office to pay otherwise your child will be automatically removed by the end of the third day from the program. You will need to select the "Payament Plan" option when you check out.

For all other services and fees you will also need to come into the office to pay by these methods.

Tax receipts for the previous year's contract payments will be done up and available by the end of February. A notice will be sent to all contract families when they are ready.

Family open gym is exclusively for families and young children. Adult open gym is for ages 15 and up.

Children 6 and under must be accompanied by an adult. All visitors will be required to sign in and sign a waiver.

Open gym is a series of drop-in times when anyone can come play at the gym. Ortona offers family and adult open gym times.

If you have already paid your fees and then you receive a subsidy cheque made payable to Ortona Gymnastics, bring it into the office. What we will do is refund your personal payment and apply the subsidy to your account. You will be responsible for any difference in the cost of the progam to what you received by subsidy.

CSFA, as a government organization goes through multiple steps before payments are issued. Here is the general flow of a CSFA application.

1. You apply to CSFA.
2. Ortona receives notice from CSFA that you have been approved or declined. You also receive the same copy of notice.
3. You receive a notice indicating the period for which you are approved to apply for funding and what the maximum amount is that you may receive. Ortona receives a copy of the same notice. Note that this is not necessarily the amount you receive back in subsidy funding.
4. Ortona receives a form to complete confirming your child's registration fees AND confirmation of attendance. This is done within ten (10) days of receipt of the forms and sent back to CSFA. If you cancel your registration Ortona has to indicate that to CSFA.
5. CSFA processes the request - time is variable.
6. Ortona and you receive a notice of payment summary. This details what your actual payment is from that request. It will be between $0 and whatever the maximum amount set is from your earlier notice.
7. Ortona receives payment from CSFA at some point after that.
8. Ortona processes the payment direct to the parent on the subsequent cheque run (done monthly) and mails the cheque to the address on file.

Note that Ortona will issue the subsidy reimbursement only after it has been received from CSFA and that Ortona has no control whatsoever on when that occurs. If you have not received a notice saying PAYMENT SUMMARY with a dollar amount beside your child's name then CSFA has not sent any funds to Ortona on your account.

If you have concerns or questions about your CSFA account you need to direct them to CSFA and not Ortona. Ortona does not manage any part of your account except to confirm registrations and process the final reimbursements to you.

Subsidies that you can apply for as a parent include (but are not limited to):

• Alberta Child & Family Services - Child Care
• Canadian Tire JumpStart
• YMCA
• Check with your local community league as some offer specialized support programs.

If you know of any others that could be listed here as a resource, please let us know.

You have to register and pay like everyone else and when your subsidy comes in the refund will be prepared for you and you will be notified when it's ready. Ideally you should be applying for the subsidy well before the session starts.