Programs and Events

A full refund will be issued if the City of Pickering cancels the program. The City reserves the right to cancel programs due to insufficient registration. Withdrawals and transfers completed through the customer portal on ActiveNet do not incur administration fees. Instructions to withdraw or transfer online are listed below. Withdrawals, transfers, and refunds for ticketed programs are granted when participants meet the criteria outlined in the Pickering Museum Village Registration Policy.

Withdrawing or transferring from a registered program - Online Eligibility

• Must be 48 hours before the program start date.

Withdrawing or transferring from a registered or ticketed program**

• Participants can withdraw or transfer through the customer portal online at pickering.ca/activenet up to 48 hours before the start date of programs for full refund/transfer with no administration fee.
• Participants can withdraw/transfer from the program(s) within 48 hours of the start date for medical reasons with doctor's note only. An administration fee will be applied.
• Once the 48 hour online withdraw/transfer window is closed, museum program requests for refunds/transfers must be done using the withdraw/transfer form.
• The form can be filled out online, or a PDF copy can be requested from the Museum Booking Coordinator at museum@pickering.ca. If submitted after business hours, forms will be processed the next business day.
• Refunds are calculated on a pro-rated basis, based on the date the written request is received and are subject to an administration fee.
• Refunds will not be issued once a museum program starts unless accompanied by a doctor’s note.•Refunds will not be rewarded for COVID, unless medically supported.
• Missed programs will not be made up or refunded.
• **Registered or ticketed program - public program, workshop or event

Administration Fees

• If a client withdraws from a program with museum staff within the 48-hourwindow, an $11.50* administration fee will apply.
• Debit and cheque registrations will not be refunded to the ActiveNet account.
• Cheque refunds are available upon request and take approximately 4 - 6 weeksto reach you by mail.
• *HST will be added to applicable programs.

Instructions to withdraw from a program online (up to 48 hours before program start)

1. From a desktop, laptop, or full site view from a mobile device – Log into your ActiveNet account at pickering.ca/active
2. Click on My Account
3. Open Payment and Management Order
4. Click on Transaction and Payment History
5. Scroll to the correct activity and click on withdraw.
6. In the pop up Withdraw Details window click on the (down arrow) beside the word Account to select for credit card if used for the transaction
7. Click on the green Withdraw button.
8. Click on the green Finish button.
9. You should now see the confirmation screen that shows your receipt and indicates that the withdraw transaction is complete.

Instructions to transfer from a program online (up to 48 hours before program start)

1. From a desktop, laptop, or full site view from a mobile device – Log into your activenet account at pickering.ca/active
2. Click on My Account
3. Open Payment and Management Order
4. Click on Transaction and Payment History
5. Scroll to the correct activity and click on transfer.
6. Search for a new activity and click on green Transfer button.
7. Choose participant and add to Cart
8. Finish the transaction
9. You should now see the confirmation screen that shows your receipt and indicates that the transaction is complete.