• Frequently Asked Questions



Answers to FAQs For Online Registration Customers

Q: How do I begin the online registration process?
A: You must first establish an online account.
Q: Can I try a class before I register?
A: This option is available for classes with the Free Trial logo in the City of San Marcos 360 Recreation Guide.
Trial classes are subject to the same requirements as regular classes
(see individual class listings for details). Classes are sometimes canceled
due to low enrollment?call no more than 24 hours in advance for
availability. A liability release must be signed with the instructor before
participating.
Q: What happens if a class session or activity is cancelled by the City or instructor?
A: The City reserves the right to cancel any classes or activities due to low enrollment or any other reasonable cause.
If a class is cancelled, you will be notified by email. Please include a email address where you can be reached.
You will be given the choice of a full credit to your activenet account or full refund.
Q: How do I request a refund or credit?
A: Payment, Credit & Refund Policy
Refunds must be requested in writing to sanmarcosrec@san-marcos.net

Class refunds are available 3 business days prior to the start date. If refund is granted, a $10 cancellation fee will apply. Transfer/Reschedules are available 3 business days prior to the start date.

Preschoolers Program/Camp/Specialty Camp refunds are available 10 business days prior to the start date. If refund is granted, a $25 cancellation fee will apply. Transfer/Reschedules are available 10 business days prior to the start date.

Park Shelter/Field Rentals and Aquatic Rentals are non refundable. Transfer/Reschedules are available 30 business days prior to the start date. A $10 transfer fee will apply.

Indoor Facility Rentals refunds are available 90 days prior to rental date. If granted, a 50% refund will be given and a $20 cancellation fee will apply.

Drop-In Activity, Punch Cards, Events, Tickets, Material Fees, League Fees are non refundable.

CREDITS
All credits on an account expire on June 30 of each year, regardless of when the credit is issued. Requests for refunds for those credits must be received by the Community Services Department by June 30 of each year.

ADDITIONAL REFUND INFORMATION
Field reservations, park shelter and aquatic rental refunds will be given in the event of severe inclement weather.
Indoor facility reservation fee ($200) is non-refundable.
Refunds will not be issued for non-attendance, sick or vacation days.
If a program is cancelled by the City, a full refund will be issued.
For group reservations, no refunds granted for guests who are not present and additional guests will be charged at time of entry.
League fees are only refundable if a team on the waiting list is willing to take your place.

PAYMENT POLICY
All payments are made in full at time of registration. A $25 NSF fee will be assessed for returned or cancelled checks.
Q: What if I am unable to attend an individual class due to vacation, illness or personal matters?
A: There are no credits or refunds for missed classes.
Q: What happens if an individual class is cancelled by my instructor?
A: Make-up classes will be scheduled through the instructor or a refund will be issued.
Q: How do I establish an online account?
A: Before registering for any programs or activities online, you must establish an online registration account and receive a Customer ID and Password.

This is how you create an online registration account:

1) Click on the "My Account" button.

2) Fill out the form for New Account Request completely, including birthdate and click submit. Please submit your request only once.

Please Note: If you are registering a child for a program, 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) Your account will be automatically approved. You will also receive an email confirming the successful entry of your account. This email is normally sent to you within 24 hours of requesting an online registration account. Be sure to keep a record of your password. Write down your password as you will need it to register online in the future.
Q: How do I register online for an activity?
A: Once your account has been set up (see above questions), registration for programs and activities is easy:

1) Click the "Register Now" button on the registration home page.

2) Select the activity that you would like to enroll in. Clicking on underlined activity name will show you a detailed activity description.

3) Click on the "Add to My Cart" button if you wish to register for the activity.

4) Next, login to your online Registration Account by entering your Customer ID and Password. Proceed to your Checkout Shopping Cart by clicking the Continue button. From this screen you can remove activities from your cart, view more activities and add them to your cart, or update your cart information.

Important: If more than one family member will be attending the activity, change the quantity registering for the activity and then click on the Update Cart button.


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. Click "Yes". Enter your credit card information on the Payment Information Page. Click "Continue".

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) Print your receipt for the online registration. Once your payment has been approved, your receipt will display. Please print a copy of your receipt for your records.
Q: How many accounts should each family have?
A: We recommend that each family establish one account. Create the account in the name of a Head of Household and then add all family member names to the account after it is established (see next question).
Q: How do I add Family Members to My Account?
A: You may add as many members into your account as necessary.
Q: Can I view activities without registering?
A: You can always browse through the activities without registering. Click "Register Now" button and look at all the activities that are offered.
Q: What do I do if I forgot my password?
A: You can reset your password online or contact our Parks and Recreation during normal business hours at 760-744-9000 to reset your password.
Q: What will happen if I try to register for an activity that is fully enrolled?
A: Your name will be placed on a waiting list to be contacted in the event that a space in that class/activity opens up or additional classes are added. If you do not want to be placed on the waiting list, click the "remove" button that appears on the screen.
Q: Can I view my transaction history and print out my past receipts online?
A: Yes, from the date on which your online account is established. The "My Account" feature allows you to view a detailed list of your past transactions. Just login, click the "My Account" button, and select "Account Detail" to view the receipt and/or print it out for your records.
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 familys upcoming scheduled activities. Just login, click on the My Account button, and then click on Family Schedule. A weekly schedule will display all of the activities your family has been enrolled in and allow you to click on the activity for more information, such as the facility location where the activity is being held.