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Answers to FAQs For Online Registration Customers
- Q: How do I reserve a shelter online?
- A: First, you will need a customer account in order to make a reservation. You can search for available shelters before creating an account.
Next, from our home page click the "Reservations" link. Follow the steps until you make payment. Once payment is processed, your reservation is complete!
*Please note that our picnic shelters are only reserved in blocks from 9:00am - 2:00pm (morning), 3:00pm - 8:00pm (afternoon), and 9:00am - 8:00pm (all day).*
- Q: I've rented a picnic shelter, but a different date/time would suit my event better. How do I change my reserved date/time?
- A: All requests to modify your reservation should begin with a call to our main office at 804-748-1623 during our normal business hours, Monday through Friday 8:30 am until 5:00 pm. A customer service representative will be happy to help you with this request. If you'd like to get a head start, feel free to check our Shelter Calendar online to view future availability. All reservation modifications require a minimum of two weeks' notice. Reservations cannot be modified online.
- Q: What happens to my shelter reservation if it rains? What is your refund policy for shelter reservations?
- A: We will gladly reschedule any shelter reservation that is rained out. Please note that the original date of your reservation must be in the past; we cannot change our reservation calendar due to weather events until after the weather event has occurred.
If you were forced to cancel your event as a result of weather, the first step is to call our main office at 804-748-1623 during our normal business hours, which are Monday through Friday from 8:30 am until 5:00 pm, so that we may search for an available picnic shelter for you.
We charge a $25 cancellation fee for shelter rental cancelations.
- Q: Why am I being charged the non-resident rate for a shelter rental even though I'm a Chesterfield resident?
- A: The non-resident fee for picnic shelter rentals is $10, and is not to be paid by residents of Chesterfield County. If you are a Chesterfield County resident but you are still being charged the additional $10 fee, the most likely reason for this is that your address on the account is not entered in a fashion that is recognized by our address database. The most common reason for this is the use of cities or towns that, while correct mailing addresses, are not correct for property records. Richmond, Petersburg, Bon Air, Matoaca and Ettrick are not recognized by our property records database and will result in flagging your account as non-resident. These cities should be listed as either North Chesterfield or South Chesterfield, respectively. Simple misspellings of road names may result in this, too. Finally, using the abbreviations "rd", "st", "ln" and the like will on occasion not be understood by our database. Spelling out "Road", "Street", or "Lane" in this instance will correct the problem.
Another possibility is the use of PO boxes. If the PO box is in a ZIP code that does not fully reside in Chesterfield County, our database is unable to verify the residency of the PO box. In this instance, consider using a street address for your customer account instead, or call us Monday through Friday from 8:30 am - 5:00 pm at (804)-748-1623 so that we may assist you.
A third possibility is that we simply need to update information on our end. If you are providing a valid street address in Chesterfield County and you are still not being recognized as a resident, please call us Monday through Friday from 8:30 am - 5:00 pm at (804)-748-1623 so that we may fix this.
- Q: How do I establish an online account and/or add myself to your mailing list?
- A: Before registering for any activities online, you must establish an online registration account and receive a Login Name and Password.
This is how you create an online registration account:
1) Click on the Sign In/Up button.
2) Fill out the form for New Account Request completely, including all required fields, (Birth date, Gender, Email Address, etc.) and click submit. Please submit your request only once.
*Please Note: If you are registering a child for an activity, please use YOUR information (name, birth date, etc) when filling out the account request form, NOT the information of the child you wish to register for an activity. Once you have created an account, you will have the opportunity to add family members.
- Q: When I try to create a new account I'm told that my email address is used by another account. What should I do?
- A: The email address that you provide is used as your account login name. Login names must be unique and this message is a result of another account using the same email address. It's very likely that you or another family member created an account with us in the past and provided the email address that you are attempting to use as a method of contact. You should return to our account login screen, click the forgot password link, and then follow the directions provided to reset your password. If you continue to have issues with logging in to your account, call us Monday through Friday 8:30 - 5:00 at (804)748-1623 for Parks and Recreation or (804)751-4401 for Cooperative Extension Services and a customer service representative will be happy to assist you.
- 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. You will be contacted in the event that a space opens for that activity or additional activities are added. If we are unable to contact you, your space will be given to the next customer on the waiting list.
If you do not want to be placed on the waiting list, click the Remove button that appears on the Shopping Cart screen.
*Please Note: Placement on a waiting list does not guarantee a spot in the activity.
- Q: Are there any additional fees for registering online?
- A: No, there are no additional fees whatsoever for online transactions. All transactions will cost the same regardless if they were processed online, over the phone, or in our Recreation Centers.
- Q: How do I withdraw from an activity and get a refund?
- A: Requests for withdrawal from an activity must be made in writing to the program supervisor at least three days prior to the start date of the course. Typically, an email to the program supervisor requesting the refund along with a brief explanation is the easiest method to do this.
- Q: Can I view my transaction history and print out my past receipts online?
- A: You can view your transaction history and print your receipts online, once your online account has been established. To access this information, please click on the My Account link (located at the top right-hand corner of your screen).
To view prior transactions, you may click on the Get a List of Prior Transactions link.
To view past receipts, you may click on the Get a List of Prior Payments link, (click on the receipt number to view and print each individual receipt).
- Q: Can I view activities without registering?
- A: You can always browse through the activities without registering. Click View Activities button and look at all the activities that are offered.
- Q: What should I do if I forget my password?
- A: When you are prompted to sign in, click the Forgotten Password link. Provide the email address associated with your account to begin the reset process.
*Please DO NOT create another Customer Account*
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