• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: How do I cancel a class enrollment and request a refund?
A: Please note the Cancellation/Transfer Policy below. To request a cancellation, please navigated to "My Account" in the top right, then click the "Refund/Cancellation" link under "Request."
Q: How do I transfer to another activity?
A: Please note the Cancellation/Transfer Policy below. To request a refund or transfer, please navigated to "My Account" in the top right, then click the "Transfer" link under "Request."
Q: What is the Activity Cancellation/Transfer Policy?
A: Activity Cancellation/Transfer Policy
All cancellation or transfer requests must be submitted in writing one week before the program begins. Cancellations will result in a $10 cancellation fee. No refunds will be issued once a program has begun. Make-up classes are not always available and are at the instructor's discretion. If an instructor offers a makeup opportunity, it will be scheduled within the same session as registered. Medical emergencies are exempt from this policy; however, a medical certification from your doctor is required. No refunds or credits will be given for the $2.50 processing fee as this fee is charged by a third party for the convenience of using the online registration service. If the class has a material fee, the fee is paid directly to the instructor on the first day of class, and will not be refunded if you cancel/transfer out of the class. Exceptions to this policy: Camp SOAR, HeartBeat, and Community Learning Center enrollments.

Camp SOAR Refund Policy
Cancellation and Transfer requests for Camp SOAR must be submitted in writing TWO weeks before the camp session begins. Cancellations will result in a $10 cancellation fee per camper per session. If requested less than TWO weeks, no refunds or transfers will be accepted. If you are trying to transfer into a Camp SOAR week that is full, you will need to find an alternate week that is open or follow our cancellation policy.
Medical emergencies are exempt from this policy; however, a medical certification from your doctor is required.

Cancelled Classes
Classes that do not meet the minimum enrollment one week before the class starts will be cancelled. If a class is cancelled, participants are notified via phone and email and may transfer to another class or receive a full refund less the $2.50 processing fee.
Q: Can I make up a class if I miss one?
A: This is not our standard policy and it is strictly at the instructor's discretion. Some instructors will allow a student to make up a class at another day or time; however, some will not due to space constraints or other limitations. Class fees cannot be pro-rated for missed sessions or late enrollments.
Q: Who is considered a resident?
A: A resident is considered to live within the city limits of Belmont, in the zip code 94002. You will be asked to show proof of residency when applying for a resident fee.
Q: Is it secure to register online?
A: Personal information and credit card numbers are encrypted in ActiveNet's secure database, which is located behind a firewall. This information is stored in a secure operating environment that is not available to the public. All information supplied by users is transmitted via Secure Socket Layer (SSL) technology. More specifics and privacy information is available on our introduction page to ActiveNet in the lower left hand corner.
Q: What does it mean to have an account credit?
A: There are two types of credit referred to this way. One is crediting back the dollar amount to your credit card account. The second would be the crediting dollar amount toward a future program or class. If you have an account credit and register for another program online, this credit will automatically be applied to your new total.
Q: Can I try a class without registering for it?
A: For liability purposes, you must register for a class before attending. Often you can observe a class before registering if you get permission from the instructor.
Q: What should I do if I forget my password?
A: When you are prompted to sign in, check the "Forgot Your Password" box and click "Continue." You will be asked to provide the email address you used to create your account then verify your identity by providing your first and last name as well as your date of birth. Upon submission, an email will be sent to you containing a temporary password. Upon signing in, you will be prompted to change your password.

If after completing these steps you are still experiencing difficulties, please contact our office at (650) 595-7441 during regular business hours for assistance. DO NOT attempt to create another Customer Account.
Q: What will happen if I try to register for an activity that is full?
A: Your name will be placed on a waiting list. If a space becomes available, staff will notify you via telephone and email. Payment will NOT be charged until attendance is confirmed. Openings will be filled on a first come, first served basis. Placement on a waiting list does not guarantee a spot in the activity.
Q: What is your Federal Tax ID Number?
A: The City of Belmont's Tax ID# is 94-6000296.
Q: What is a Processing Fee?
A: The processing fee is a non-refundable flat rate of $2.50 charged for the convenience of using the online system. You can select as many classes/camps to meet your needs in a single transaction.
Q: How do I confirm upcoming enrollments or reservations?
A: Navigate to "My Account" in the top right of your screen, then select "View Activity or Rental Schedules" under "Account Activity." You may then select rentals, activities, etc. under "Available Schedule Details," clicking the arrows to the right to move them to "Selected Schedule Details." Once you have made your selections, click "View Schedule."
Q: How do I pay an account balance?
A: Navigate to "My Account" in the top right of the screen, then click "Pay on Account" under "Account Payments." If paying a rental balance, please note the balance will not be reflected on your account until it is due--one month prior to your event. To pay in advance, please drop by our office or call (650) 595-7441 during normal business hours.
Q: How do I make a picnic reservation for a nonprofit or commercial organization?
A: Please contact us to ensure your organization has been setup in our system and listed you as an Authorized Agent. Once this is complete login or navigate to "My Account" in the top right corner, then select "Reserve a Picnic Area" under "Other Services." Next, click the "Picnic Area Rentals" button. In the first selection field, click the bubble next to "Reservation is on behalf of" and select your organization from the drop-down menu. Proceed with the rental request as normal, paying any fees online. The correct fees will generate based on your organization type.