Vivo Policies
Our Approach to Policies
At Vivo, we believe in clear and consistent guidelines that help our community feel supported, respected, and safe. This Policies page provides a central resource for the standards that guide how we operate, how our facilities are used, and how we work together as staff, members, and guests. Each policy reflects our commitment to accountability, inclusion, and transparency, ensuring that everyone understands what is expected and what they can expect in return.
Here you will find a collection of key policies, along with information on where to go if you need further details or have questions.
Contact
General Facility Age Requirement Policy
All children under 9 years must be with a caregiver/parent aged 16 years or older at all times.
- Adult Age: 18-59
- Senior Age: 60+
- Teen Age: 15-17
- Youth Age: 10-14
- Child Age: 2-8
- Under 2 years
Note: Age requirements to specific facilities within Vivo may vary. Please refer to the Standards of Conduct for the area or facility you will be visiting prior to use.
Zero Tolerance Policy
Vivo for Healthier Generations will not tolerate violence, harassment or threats of violence including, but not limited to, any act of physical assault; verbal assault; threats and attempts to intimidate; throwing of articles in a deliberate or aggressive manner; aggressively approaching another individual; striking another individual; and attempting to goad or incite violence in others.
Those demonstrating inappropriate behaviour and/or language will be declined entry or be asked to leave. This may also result in the cancellation of membership and/or a ban from the facility.
Membership Policy
A Set Up Fee of $75 helps enhance the guest experience and applies to all new prepaid annual, continuous and subsidized memberships. The Set Up Fee is applicable once per physical address. This fee allows us to streamline payment processing and make continuous improvements that directly benefit you. We’ll use it to upgrade our systems, adopt new technologies, and optimize our services to serve you better. Rest assured, we’ve carefully assessed this fee to ensure fairness and transparency.
Renewing Your Membership
If your membership is ending soon, you can renew it within 60 days without being charged the fee again. Simply renew in person at Vivo to waive the fee. If you renew online within 60 days, the $75 fee will be charged initially, but we’ll reimburse it to you during your next visit. To avoid this refund process, please visit our East Guest Services desk for membership renewals within 60 days of expiration.
If your membership has been expired for more than 60 days, you’ll need to purchase a new membership, and the Set Up Fee will be applied.
- Membership and admission prices are subject to GST except Youth and Child.
- Refunds are not provided for facility closures on STAT days, due to maintenance, or for non-usage.
- Term memberships (prepaid annual individual and household passes, 10X pass) have an expiry of 1 year.
- Credits on account are non-refundable and must be used towards a Vivo offering.
- Refunds of credits are only granted for medical reasons with a valid medical note, or for job relocation out of the city and cannot be processed for an account that is not yours. A $30 administrative fee applies for relocation. Proof of relocation is required. Other refunds due to unforeseen circumstances will be on a case-by-case basis and will have the $30 administration fee charged.
Drop-In Policy
- All participants are required to check in at the West Guest Services Desk for drop-in activities. Photo ID is required.
- Vivo requires ID for safety and well-being of our guests, and to minimize potential disturbances and crime within the building. Should a crime take place, we are able to be a better resource for the authorities.
- Participants should remain in the same sport/gym/arena that they signed into. If a participant would like to change activities, please inform Guest Services.
- No food or drink permitted in the gymnasiums and fitness centre with the exception of water.
- Youth ages 12 and over are welcome to come play basketball without a parent/guardian.
- Children ages 11 and under must have a parent/guardian with them
- Each drop-in court activity reservation is 30 minutes long – Limited to 1.5 hours per day through advanced online booking.
- For Ping Pong, a maximum of three hours of bookings per day is permitted.
- The person who made the booking must be present for the booking.
- Vivo Members can book drop-in activities online for the present week. Court sports bookings open every Sunday at midnight for the week ahead.
- Non-member drop-in requests can only be made at our Guest Services desk on the day of the requested booking.
- Last minute bookings are welcome on a first come first served basis at our Guest Services desk.
- If any customer registers for drop-in court sports and does not show three (3) times in one week they will not be allowed to register for drop-in court sports for one (1) month.
- Any customer that does not check in at least five (5) minutes prior to their booking will forfeit their booking. The booking will be released and available to the public
- Current bookings can be cancelled up to thirty (30) minutes prior to the booking. Once a booking is cancelled it will be released and available to the public.
- Members that book space can bring non-members with them for the activity.
- Non-members will need to pay the drop-in fee to participate.
- All rental equipment is now available at Guest Services. This includes rackets, basketballs, shuttlecocks and other equipment the fitness desk has been giving out to patrons who are using the gyms.
Refund & Cancellation Policies
Definitions
Refund: A refund refers to a sum of money being paid back to a customer or client in the form of debit, account credit, or cash.
Account Credit: An account credit refers to an amount of money placed on a Vivo account that can be used towards any Vivo offerings. Account credits appear on the guest portal as “Imported Balance” and “Other Refund” as well as a negative “Current Account Balance”.
Account Credits on guest accounts are non-refundable and must be used toward a Vivo offering.
All withdrawals are subject to an administrative fee per registrant/per program set at 25% of the program cost.
Refunds cannot be processed for an account that is not yours.
The refund/account credit policy for any programs and services offered at Vivo is seen in the table below. Once a program has started no refunds will be provided unless it is for illness or injury.
- Days Prior to Course Starting: >14 Days
Cancellation Fee: 25% of Program Fee
Remaining Funds: All funds remaining refunded to the original form of payment. - Days Prior to Course Starting: <14
Cancellation Fee: N/A
Remaining Funds: No Refunds. - Days Prior to Course Starting: Course started
Cancellation Fee: 25% of Program Fee
Remaining Funds: Will be prorated based on the number of classes left. This is only to be used for Illness or Injury. With a valid doctor’s note dated within two weeks of the program start date.
*Missed classes by participants are non-refundable, not transferable, and are not subject to account credit.
Refunds are not provided for facility closures or STAT days, due to maintenance, or for non-usage.
Prepaid Annual: Prepaid Annual Memberships are non-refundable. All remaining months on accounts not used before Vivo’s closure have been changed into an account credit on the owner’s account.
Monthly Continuous: Monthly continuous memberships are non-refundable once the charge has been made. All cancellations must be made before the 25th of the month prior or no refund will be given, as explained in the membership contract form. There are some cases where a member may be accidentally charged when they shouldn’t be, for these cases a refund will be administered upon proper proof of charge is provided.
Drop in payments are non-refundable unless:
- An emergency evacuation of the pool and visitors are asked to leave.
- Pool contaminations within 1 hour of pass purchase.
All drop-in payments are non-refundable if guests are asked to leave the facility due to behavioural issues.
All program and service participants are able to transfer to another program based on availability and subject to the cost difference between programs being paid if there is a cost increase. These transfers can occur any time prior to the start of the program.
- Transfers after a program has started will only be approved by the department leadership in a case-by-case basis.
- Transfers for those registered in the wrong section will only be completed if space is available.
- No refunds will be given for registering in the wrong level.
If Vivo cancels a single class (ex. from pool contamination), the following steps will determine the course of action.
- A make-up class will be provided and communicated to participants or,
- An account credit for that class will be applied to your account to be used for future Vivo experiences.
Will continue to operate on a monthly basis for withdrawals and cancellations.
Group Fitness Policy
For the safety and well-being of guests, we want to ensure everyone is warmed up and ready for class with the proper information. Latecomers disturb this process and the experience for the other guests. Class goers are asked to arrive no later than 5 minutes before class. Doors will be locked.
Preschool Policy
- Children must be fully toilet trained (no diapers or pull-ups).
- Children must be 3 years of age as of September 1st of the school year to attend the 3 & 4-year-old program.
- Children must be 4 years of age by December 31st as of the school year and preferably have had preschool experience to enter into 4 & 5-year-old program.
- Your placement may be forfeited if your preschool fees or financial information are not submitted within two weeks of your preschool registration acceptance letter.
- For your family to receive a preschool 15% program discount, one parent and your preschool-enrolled child must hold a Vivo membership for the full 10 months of the program.
- If classes do not fill, you will be offered an alternate placement within the preschool.
Clothing Policy
- Clean indoor shoes are required.
- All clothing must always remain on participants for all activities (including shirts and jerseys).
- Vivo Aquatics has specific guidelines around safety, please refer to the Standards of Conduct for details.
Privacy Policy
Vivo is committed to the ten principles outlined in Privacy Legislation governing the collection, use, and disclosure of Personal Information, forming the foundation of Vivo’s Privacy Policy:
a) Accountability
Vivo is responsible for safeguarding all Personal Information it controls and reasonably ensures a similar level of protection when data is processed by third parties.
b) Identifying Purposes for Collection
Vivo documents and communicates via the liability and consent waiver signed by all new members or program participants, the specific purposes for collecting Personal Information prior to collection. For any new purposes, Vivo will request consent.
c) Obtaining Consent for Collection, Use, or Disclosure
Vivo obtains consent, where required, for collecting, using, and disclosing Personal Information.
Consent is obtained for reasonable purposes such as:
- Verifying identity
- Administering functions like training and employee benefits
- Processing donations, payments, or invoices
- Providing services or products
- Sending promotional materials related to Vivo
Withdrawal of consent may affect Vivo’s ability to provide certain services. Personal Information may also be disclosed without consent if legally required or to protect rights and safety.
d) Limiting Collection of Personal Information
Vivo collects, uses, and discloses Personal Information as necessary to fulfill identified purposes, primarily from employees, volunteers, and members.
e) Retention and Destruction
Vivo retains Personal Information only as long as it is necessary or legally required, then securely destroys or anonymizes it as per records and retention best practices. Records that require storage for more than 24 months are sent to an off-site location managed by a professional archival service.
f) Accuracy of Personal Information
Vivo keeps Personal Information accurate, complete, and current, relying on individuals to report changes. Vivo recommends that individuals correct inaccuracies by contacting the Privacy Officer.
g) Security Safeguards
Vivo employs commercial efforts to protect Personal Information from unauthorized activities, with security measures appropriate to the sensitivity of the data. This may include encryption, multi-factor authentication, passwords, and access control.
Vivo and third-party service providers may use servers located outside of Canada in Europe or the United States of America. In these instances, Personal Information is subject to the laws of the respective countries. If given a choice, Vivo will elect to use data servers located in Canada.
h) Openness Concerning Policies and Practices
Vivo provides information on its privacy practices, including contact details for inquiries via this policy and through our website https://www.vivo.ca/privacy-policy/.
i) Individual Access to Personal Information
Individuals have the right to access their Personal Information, subject to legal exceptions, and if access is denied, the reason why access is denied.
j) Challenging Compliance
Vivo has procedures to address and respond to inquiries or complaints about its privacy practices via the Complaints Policy and through the policy shared on Vivo’s website at https://www.vivo.ca/privacy-policy/.
Vivo reserves the right to amend policies and procedures or take corrective actions as necessary.
k) Cross-Border Transfers of Personal Information
Vivo may transfer Personal Information internationally for centralized processing by third-party services such as banking, payroll, benefits, etc., following privacy principles and legal requirements.
l) Digital Data
Vivo collects digital data, including IP addresses and access times, to identify users, gather demographic data, troubleshoot, for digital marketing, and manage the website.
j) Privacy Officer
The Privacy Officer is responsible for ensuring compliance with this Privacy Policy by:
- Implementing protective procedures
- Addressing inquiries and complaints
- Training staff and explaining privacy practices
Standards of Conduct
Click the button below to view Vivo’s full Standards of Conduct for our facility.