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Answers to FAQs For Online Registration Customers
- Q: What is your refund policy for courses, programs, trips and camps?
- A: Full refunds will be granted* when requested two weeks or more prior to the start date of the program. Refunds requested less than two weeks prior to the start date of the program will not be granted unless the vacated spot is filled. If the spot is filled, a refund less a $5 administrative fee will be granted.
Medical refunds requested with a doctor’s note prior to the start date of the program will be granted in full. A prorated refund will be granted for medical refund requests received during or within one month of the program’s ending date.
Refunds for outdoor camps will not be granted due to the following reasons: weather conditions, summer heat, sunburn, a camper’s behavior, absence from camp, or camp assignments. Parents are responsible for making sure children are registered in the correct camp program and session. If an error is found after registration, please call and have it corrected prior to the camp season.
To request a refund, please call the recreation facility where the program is offered, or the Parks and Recreation Administrative Office, 972-941-7250. For outdoor camp refunds please contact the Outdoor Recreation Coordinator at 972-941-5403. Participants paying by credit card will have the refund amount credited to that credit card account.
Courses cancelled by the Parks and Recreation Department due to low enrollment or other circumstances will result in one of the following:
1. the participant may register for another available course, or
2. the participant may have his/her money kept on account to use at a later date, or
3. the participant may request a full refund.
*Refunds cannot be granted for non-recoverable costs on some programs and trips. For trips provided by outside travel agencies, the travel agency refund and cancellation policies will apply.
Printed prices are subject to change without notice.
- Q: How do I create my Customer Account?
- A: This is how you create an online registration account:
1) Click on the Create an Account link.
2) Fill out 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 own information when filling out the online registration account request form, NOT the information of the child you wish to register for an activity. Once you have an online registration account, you will have the opportunity to add family members.
3) You will automatically receive an email after submitting your request for an account.
- Q: If I don't want to pay by credit card, how can I register for activities and use other forms of payment?
- A: If you do not wish to pay by credit card, you may visit any recreation center PRIOR to your registration and place a credit on your account using cash or check.
Please make checks or money orders payable to the City of Plano. Print your driver's license number and date of birth on your check.
- Q: What should I do if I forget my password?
- A: From the Sign In page, click the Forgot your Password? link. You will be requested to provide the email address you used to create your account. After entering your email address, click Submit to continue. An email will be sent to you containing a temporary password. Upon signing in with the temporary password, you will be prompted to change this password.
If after completing this procedure you are still experiencing difficulties, please email parksinfo@plano.gov during regular business hours and a member of our staff will assist you.
*Please DO NOT create another Customer Account.
- Q: How do I save a credit card to my account?
- A: First, you will need to either create and verify your new account and/or log into your already existing account. Navigate to the "Payment and Order Management" section and click on "Save Credit Cards." Now click on "Add a new credit card" and proceed with entering your credit card information. You can also set this to be the primary credit card on file. Save when finished entering information.
- Q: How do I register for an Activity?
- A: Once your account has been established, registration for Activities is easy:
1) Click the View Activities button on the registration home page.
2) Select the Activity that you would like to enroll into. Clicking the underlined name will show you a detailed Activity description.
3) Click the Add to My Cart button if you wish to register for the Activity.
4) Next, sign in to your online registration account by entering your Email and Password. Proceed to checkout by clicking the Continue button. From this screen you may remove Activities from your cart or view more Activities and add them to your cart.
*Please Note: If more than one family member will be attending the Activity, click on the button labeled, Add Another One (located under the Shopping Cart screen).
5) Confirm your Activity name, date and time, enrollee and price.
6) Click Continue to proceed with payment. You will be prompted that you are entering a secure site. Enter your credit card information on the Payment Information Page and agree to any required waiver(s) and confirm the payer meets the age requirement of "13 Years or Older". Click Continue. This system accepts Visa, MasterCard, Discover and American Express.
*Please Note: The name and address must match those that are on file with your credit company. If the address shown is not your credit card billing address, click on the My Account button and change your residential address to match your credit card billing address.
7) Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
- Q: How do I add family members to my account?
- A: You may add family members in the three following locations:
1) You may add a family member while submitting your head of household account information, by clicking on the Submit and Add Family Member link.
2) You may add a family member under My Account, this is done by clicking the link Change Information About Family Members.
3) You may also add family member during the enrollment process. This is done by clicking on the link Add Family Member which is located beside the Participant box.
- Q: How many accounts should each family have?
- A: We recommend that each family establish a primary account with login credentials. Create the account in the name of a head of household and then add all family member names underneath the head of household after it has been established.
- Q: Can I view Activities without registering?
- A: Absolutely! Click on the activities tab at the top of the screen to view all of the activity categories. If there is a box to the right of the activity that says Add to Cart, you are able to register for that activity.
- Q: What happens if I have an outstanding balance or credit on my account?
- A: Outstanding balances can be paid in full prior to registering for an activity. If you have a credit on your account, you may choose to apply that credit to your current transaction. If the credit on your account is large enough to cover your current transactions, you will not be required to make a payment.
- 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: How can I view a schedule of my family's upcoming scheduled Activities?
- A: The My Account feature allows you to view a weekly schedule of your family's upcoming Activities.
Sign into your account and click on the My Account link. Then click on the Show Your Daily Schedule link. Highlight the family members whose schedules you would like to view and click on the top arrow button and move each family member over to the Selected Family Members column. Click on Search to proceed. A weekly schedule will display all of the activities your family members have been enrolled in and allow you to click on the activity for more information.
- Q: Can I view my transaction history and print out my past receipts?
- A: You can view your transaction history and print your receipts once your Customer Account with login credentials 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: Is my credit card number and personal information safe?
- A: Yes. Your information is encrypted using a Secure Socket Layer (SSL) encryption technology, the highest form of encryption generally available to the public. If the website is secure, the web address will begin with https://. It is the same type of security that all of the major online e-commerce websites use. All credit card transactions are encrypted and secure.
- Q: What is your make-up policy for recreation and aquatic classes?
- A: Recreation Classes
Plano Parks and Recreation is happy to accommodate make-ups for classes cancelled by the instructor or facility staff. The instructor will inform you of the day and time available for the make-up. If that day and time does not work with your schedule, or we are unable to accommodate a make-up, we will gladly refund you the amount paid for the cancelled class.
We will also provide a refund for a class missed due to illness upon receipt of a doctor’s note within one month of the program’s ending date. For all other absences, a make-up or refund is not available.
Aquatics Classes
For classes cancelled by facility staff due to inclement weather or facility constraints, we will gladly refund you the amount paid for the cancelled class. Due to limited pool space and the Plano Parks and Recreation Department’s commitment to safety and quality instruction, make-ups for missed classes are not available.
- Q: Why was I charged an additional fee for an activity registration?
- A: Non-residents (including PISD) are charged an additional $4 per course registration.
- Q: Where can I find information about financial assistance for classes and memberships?
- A: Financial assistance is available for memberships and many of our recreation classes. Applications are now available to apply and submit online through our secure website (https://tx-plano4.civicplus.pro/1984/Activity-Refunds-Make-ups-FAP). Please view the Financial Assistance Program Application (English) or Financial Assistance Program Application (Spanish) forms. Applications are also available to print and submit by mail or brought to our administrative office.
Printed applications can be mailed to Plano Parks and Recreation, Attn: Robin Horton, P.O. Box 860358, Plano, TX 75086-0358. Or, applications can be brought to our administrative office at 5901 Los Rios Boulevard, Plano, TX 75074. Please note that email and fax submissions are no longer accepted. Please call 972-941-7256 for additional information on qualification and application information.
- Q: Are there activity waiting lists available for full activities?
- A: If a course is full you may register online for the waitlist (if available) or have staff register for course waitlist at no cost. Staff will notify, in waiting list order, the person on the list and offer the opportunity to register for the course. Payment for the course will be required at the time of registration. If you are contacted from a waiting list and enrolled for that course, you will be removed from any wait lists for similar courses.
- Q: What is your inclusion policy?
- A: Plano Parks and Recreation welcomes the participation of all individuals, including those with disabilities or special needs. We are committed to compliance with the ADA and providing reasonable accommodations to facilitate program participation. For participants with special circumstances who wish to participate in any traditional program, some accommodations may be available to provide inclusive experiences. Please contact us at 972-941-7327 or 972-941-7272 prior to registration, for details on how we can best support your abilities, interests and desire to participate. In addition to providing inclusion support in our traditional programs, we also offer programs specifically designed to meet the needs of individuals with disabilities. See our Adapted Recreation programs for more opportunities.
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