Aurora Cultural Centre Policies
Last Updated: 13/05/26
The Aurora Cultural Centre is committed to the protection of the privacy of its staff, volunteers, Board members, donors, supporters and customers.
THE COLLECTION AND USE OF PERSONAL INFORMATION
Some of our programs, services and forms ask for personal information such as a name, home address, email address or interests. When we request personal information, we state the purpose. We collect this personal information for the purpose of better serving our client base. We also use it to compile aggregate statistics, which include no personal information that identifies individuals, in order to administer, evaluate and improve our programming, and also to meet the statistical requirements of some funders. Personal data of this type is stored and used for business purposes related to the Aurora Cultural Centre programming or administration of said programs. The Centre will only collect personal information directly from an individual or his/her designate. The person who is providing this information consents to its collection.
Patrons in the database may view and update information upon request.
Any personal information provided to the Centre is for the sole use of this organization and shall not be shared with any other individual, corporation or similar cultural organization without the knowledge and consent of the individual. We do not rent, trade nor sell our lists.
We may call, send mail, and/or send email to people with whom we have a business relationship.
THE AURORA CULTURAL CENTRE’S WEBSITE
Our site collects no personally identifying information about individuals except when specifically and knowingly provided by such individuals. We do record information such as time of day, browser type, browser language, and IP address when one interacts with the site. We use this information to help diagnose problems with our server and to administer our web site. We also use this information to verify the number of discrete times visited on the web site each day.
In addition, we may place a “cookie” in the browser files of a user’s computer. The cookie itself does not contain any personally identifying information although it will enable us to relate a user’s use of our sites to information that the user has specifically and knowingly provided to us.
To ensure the security of data, including address information and credit card numbers, we always use industry-standard encryption technologies when transferring and receiving consumer data exchanged with our site. We have appropriate security measures that protect against the loss, misuse or alteration of information that we have collected from you.
While we will seek to require third parties with whom we have agreements to follow appropriate privacy policies, we do not bear any responsibility for any actions or policies of third parties. Our web site contains links, including e-commerce opportunities with affiliates, partners and associates, to other sites that are not maintained by us. If patrons visit these sites, we ask they please look for the privacy policy of that other site.
INFORMATION MANAGEMENT
To prevent unauthorized access, maintain accuracy and ensure the correct use of information, we have put in place appropriate physical, electronic and administrative measures to safeguard and secure the information we collect. All personal information provided online (for example, requests to receive our email newsletters and updates) is fully protected through password protocols and encryption software. Our membership, mailing list and donor records are kept only for as long as they are required and to meet our commitments under the law. We destroy paper copies by shredding, electronic information, by deleting it and, when a hard drive is discarded, we ensure that the hard drive is physically destroyed.
ACCESS TO PERSONAL INFORMATION
With a few exceptions, individuals have the right to see what personal information we hold about them and to receive copies of their records upon written request. If there is a mistake in the information, an individual has the right to ask for it to be corrected. The records are the property of the Centre. To inquire, call 905-713-1818.
REPRODUCTION AND TERMS OF USE
The information on our print materials and our website, including text and images (the “Content”), is owned or licensed by the Aurora Cultural Centre, the respective artists or their heirs, and/or copyright holders. Reproduction of any portion of the Content except as outlined above is prohibited without the express written consent of the Centre and/or the copyright holder. For permission to use any image and to obtain photographic material please contact the Aurora Cultural Centre at (905-713-1818).
CONTACTS
Questions regarding our Privacy Policy or concerns that the Centre has failed to adhere to this Privacy Policy, may be directed to the Executive Director (905-713-1818). For more general inquiries concerning the protection of personal information or to make a formal complaint about our privacy practices, contact the Office of the Privacy Commissioner of Canada at 1-800-282-1376, http://www.privcom.gc.ca.
The Aurora Cultural Centre is an accessible building. For more information on Accessibility at the Aurora Town Square, click here.
Canoo Program
The Aurora Cultural Centre has joined Canoo to increase access to our programing for newcomers to Canada! Visit the Canoo website and sign up for the app, enabling you to access discounts and no charge opportunities at the Aurora Cultural Centre and other venues.
By signing up for the Canoo App, you agree to their Terms and Services. Discounts can only be used by the App registrant and family. Proof of registration with Canoo may be required upon purchase and/or entry.
No substitutions or cash equivalencies. If a show is cancelled, refunds will be applied back to the method of payment used.
Access2 Program
The Aurora Cultural Centre has joined the Access2 Program, enabling broader access to the arts with individuals with disability barriers. By signing up at the Access2 website and getting a card, the user enables themselves to receive a free caregiver ticket along with their own purchase to a qualified performance.
By signing up for the Access2 card, you agree to their Terms and Services. The free caregiver ticket can only be used by a caregiver for the purchased ticketholder. Proof of registration with Access2 may be required upon purchase and/or entry.
No substitutions or cash equivalencies. If a show is cancelled, refunds will be applied back to the method of payment used.
REFUNDS
All ticket sales, including subscriptions, are final. No refunds or exchanges for other concerts.
CANCELLATIONS
In the event of a cancellation of an event for which there is no rescheduled date, a refund for the aforementioned event may be issued at the option of the management. Patrons will be contacted by management if a decision to refund has been made. If a refund if offered, patrons will have three options:
Full Refund
The Aurora Cultural Centre may offer a full refund. Please allow for 2 to 3 weeks for refunds to be processed.
LIVE STREAM POLICY
All live stream ticket sales are final. No refunds or exchanges for other concerts. If the performance is cancelled because of technical issues, or due to COVID-19 related health and safety concerns, you can request a full refund by contacting info@auroraculturalcentre.ca. In the event a patron is unable to watch the live stream due to technical issues, a refund may be requested by contacting info@auroraculturalcentre.ca. Refunds will only be considered and processed on the day of each respective event. The Aurora Cultural Centre supports the livelihood of all artists. We kindly request that you not share live stream information with anyone who has not purchased a ticket.
Live Stream Technical Requirements
We ensure that our network, servers and distribution system are always functioning at optimal performance, however it is possible for an issues to occur that are beyond our control i.e., power fluctuations at the venue or upstream network issues from the venue to our servers. If this happens, you might experience the loss of the live stream or intermittent buffering.
REGISTRATION
Payment is required at time of registration to be eligible for program placement. We reserve the right to withdraw, cancel, postpone, or combine programs, limit registration, or change instructors. Submission of a Registration Form does not guarantee acceptance in the requested program. All NSF cheques will be charged $60.00 (HST included) and must be replaced by cash, credit, debit, or certified cheque for program placement. Post-dated cheques are not accepted.
LATE PICK UP
Parents or caregivers are expected to pick up their child promptly at the designated end time of the program. A late pick-up fee of $5 will be applied for every 15 minutes beyond the program end time. This policy ensures the safety and well-being of all participants and allows our staff to maintain program schedules effectively. We appreciate your cooperation in adhering to this policy.
CANCELLATIONS
If a program is cancelled you will be notified via telephone or e-mail. In the event that your chosen program is cancelled a refund for the aforementioned program will be issued.
REFUNDS
All refund requests must be made IN WRITING. Allow 2-3 weeks for refund to be processed. You can withdraw/transfer from a program using e-PLAY up to 14 days prior to the start of the program. If less than 14 days prior to the start of the program, please email rleisure@aurora.ca. All non-medical related refunds are subject to a $26.50 Administration Fee if requested within 6 days of program start.
NON-MEDICAL RELATED REFUNDS
Non-medical related refunds will only be provided prior to the second regularly scheduled class.
- 7 days or more prior to start of program: Full refund, no Administration Fee
- 6 days or less prior to start of program: Full refund, less $26.50 Administration Fee
- After first class, before second class: Prorated refund to include the cost of the first class, less $26.50 Administration Fee
- After second class: No refund will be provided
REFUNDS DUE TO MEDICAL REASONS
Withdrawals for medical reasons can be processed at any time after a program has started. If we receive a request for a refund accompanied by a doctor’s note indicating that the participant can no longer attend the program due to medical reasons you will receive a refund. This refund will be prorated to include the cost of the classes as of the date the refund request and doctor’s note are received. There is no Administration Fee on refunds due to medical reasons.
ONE DAY CLASSES / WORKSHOPS
Additionally, please note that for 1-day programs, no refund will be provided after attendance.
WAITING LISTS
Programs are filled on a first-come, first-served basis. Should your chosen program be filled, at your request your name and contact information will be added to a waiting list. Wait listed participants are contacted in sequential order. We must receive participant and payment information at the time of contact in order to be eligible for program placement.
TRANSFERS
Participants may transfer their registration to another program in the same term (subject to space availability) for a $25.98 Administration Fee. Participants may not transfer their registration from one term to another. Participants may not transfer their registration to another participant.
MAKE-UP CLASSES
In the event that a class within a program is cancelled (i.e. weather, untimely facility closure, instructor schedule or other) a make-up class will be scheduled. You will be notified via telephone or e-mail of the make-up class. No refunds will be provided to participants who are not able to make the scheduled make-up class.
MISSED CLASSES
Non-attendance of a program does not constitute notice of withdrawal. You will not be provided a refund if you miss a class.
SAFE ARRIVAL & DEPARTURE
Please ensure that Arrival & Dismissal Forms portion of the Registration Form is completed to include any and all individuals that may pick up/drop off your child to our programs. Staff ask that parents/guardians walk their children into the program when dropping them off and come into the room to pick their child up. If your child is being picked up by someone else who is not listed on the form, please notify the Centre in writing and email info@auroraculturalcentre.ca with the name of the individual.
ONE-TO-ONE SUPPORT
Education programs are staffed for group delivery and do not include one-to-one (1:1) support. If in-class attendance by a caregiver or support person is requested, it will be reviewed on a case-by-case basis. Please contact us prior to registration to discuss what may be possible.
PARTICIPANT BEHAVIOUR
Disrespectful or aggressive behaviour toward staff, instructors or fellow participants is not tolerated in any program. Disrespectful or aggressive behaviour may lead to the removal of a participant from a program with no refund provided.
INCOME TAX RECEIPTS
The Registration Form serves as the receipt. If you require additional copies of the receipt from a prior taxation year, please email info@auroraculturalcentre.ca A $25.98 Administration Fee applies.
PROOF OF AGE
Due to the change in the Childcare and Early Years Act, all students must turn four years old before they are permitted to attend any Aurora Cultural Centre program. For further information please go to www.ontario.ca. The student must turn the minimum age of the class by the end of the class session before they are permitted to attend.
REFUNDS
All donations are final. No exchanges or refunds.
OFFICIAL TAX RECEIPT
Official charitable tax receipts are mailed out to those who have donated $20 or more in charitable contributions. Receipts at time of donation are not an official tax receipt. Official tax receipts are created in the name of the purchaser and mailed out by the end of February the following year.
REGISTRATION
Payment is required at time of registration to be eligible for program placement. We reserve the right to withdraw, cancel, postpone, or combine programs, limit registration, or change instructors. Submission of a Registration Form does not guarantee acceptance in the requested program. All NSF cheques will be charged $50.00 (HST included) and must be replaced by cash, credit, debit, or certified cheque for program placement. Post-dated cheques are not accepted.
LATE PICK UP
Parents or caregivers are expected to pick up their child promptly at the designated end time of the program. A late pick-up fee of $5 will be applied for every 15 minutes beyond the program end time. This policy ensures the safety and well-being of all participants and allows our staff to maintain program schedules effectively. We appreciate your cooperation in adhering to this policy.
CANCELLATIONS
If a camp week is cancelled you will be notified via telephone or e-mail. In the event that your chosen program is cancelled a refund for the aforementioned program will be issued. Registrants will have these options:
Full Refund
Registrants can request a full refund. Email info@auroraculturalcentre.ca Attn: Refund. Include the purchasers name, contact information and confirmation number.
Transfer
Registrants can opt to transfer to another program in the same term (subject to space availability). Email info@auroraculturalcentre.ca Attn: Program Transfer. Include the purchasers name, contact information and confirmation number. Please allow for 2 to 3 weeks for a transfer to be processed.
REFUNDS
All requests for refunds must be made in writing and emailed to info@auroraculturalcentre.ca Attn: Administration. Please allow for 2 to 3 weeks for refunds to be processed. All non-medical related refunds are subject to a $25.00 (HST included) Administration Fee.
NON-MEDICAL RELATED REFUNDS
See below for a schedule of refunds related to non-medical issues:
7 days or more prior to the start of camp session
-
- Full refund, less $25.00 (HST included) Administration Fee
3 to 6 days prior to start of camp session
-
- Prorated refund to include the cost of the first day of camp, less $25.00 (HST included) Administration Fee
2 days or less prior to camp session
-
- No refund will be provided
REFUNDS DUE TO MEDICAL REASONS
Withdrawals for medical reasons can be processed at any time after a program has started. If we receive a request for a refund accompanied by a doctor’s note indicating that the participant can no longer attend the program due to medical reasons you will receive a refund. This refund will be prorated to include the cost of the classes as of the date the refund request and doctor’s note are received. There is no Administration Fee on refunds due to medical reasons.
WAITING LISTS
Programs are filled on a first-come, first-served basis. Should your chosen program be filled, at your request your name and contact information will be added to a waiting list. Wait listed participants are contacted in sequential order. We must receive participant and payment information at the time of contact in order to be eligible for program placement.
TRANSFERS
Participants may transfer their registration to another camp week session in the same term (subject to space availability) for a $25.00 (HST included) Administration Fee. Participants may not transfer their registration from one term to another. Participants may not transfer their registration to another participant.
MISSED CLASSES
Non-attendance of a program does not constitute notice of withdrawal. You will not be provided a refund if you miss a class. Registrations fees are not prorated once the camp session has started or for any missed dates.
SAFE ARRIVAL & DEPARTURE
Please ensure the Safe Arrival & Dismissal portion of the Registration Form is completed to include any and all individuals that may pick up/drop off your child to our programs. If your child is being picked up by someone else who is not listed on the form, please notify the Centre in writing and email info@auroraculturalcentre.ca with the name and contact number of the individual.
PARTICIPANT BEHAVIOUR
Disrespectful or aggressive behaviour toward staff, instructors or fellow participants is not tolerated in any program. Disrespectful or aggressive behaviour may lead to the removal of a participant from a program with no refund provided.
INCOME TAX RECEIPTS
This Registration Form serves as the receipt. If you require additional copies of the Registration Form from a prior taxation year, please email info@auroraculturalcentre.ca. A $25.00 (HST included) Administration Fee applies.
PROOF OF AGE
Due to the change in the Childcare and Early Years Act, all campers must turn four years old before they are permitted to attend any Aurora Cultural Centre program. For further information please go to www.ontario.ca. The camper must turn seven years old by August 31 of the current camp year before they are permitted to attend Mixed Media Mash-Up.
I hereby release the Aurora Cultural Centre from all claims for damage arising from participation by myself or my child, during any program or in any facility or any location where a program is held. I hereby give permission to have staff arrange for any emergency medical care including transportation if necessary. Attempts will be made to contact parent, guardian, or emergency contact first. The participant is responsible for his/her own medical coverage. I hereby grant permission for myself or my child to participate in all Aurora Cultural Centre program activities including photographs, recordings, and public performances and allow the use of any such material, for promotional, instructional, educational or commercial purposes. PERSONAL INFORMATION ON THIS FORM IS COLLECTED AND RETAINED UNDER THE PROTECTION OF PRIVACY ACT.
This policy and procedure applies to complaints received by the Aurora Cultural Centre about our activities, programs, services, staff or volunteers.
Guiding Principles
• Complaints will be dealt with in a timely fashion;
• Complaints will be reviewed in a fair and respectful manner;
• Complainants will be provided with an explanation of the decision and, where appropriate, the corrective or other actions taken following the complaint;
• The Aurora Cultural Centre will use complaints to assist us in improving our programs, services, policies and procedures.
Types of Complaints
For the purposes of this Policy, a “Complaint” is the expression of dissatisfaction or concern about (but not limited to):
– An Aurora Cultural Centre service or program
– a perceived failure to do something agreed upon
– a failure to observe a policy or procedure
– a barrier to participate in a program or attend an event
– an error made by a staff member or volunteer
– unfair or discourteous actions or statements by a staff member or volunteer.
Complaint Receipt and Handling
A complaint may be made verbally (by phone or in person) or in writing (by mail, or email).
An employee receiving a complaint will log that complaint with the Box Office for tracking and identification of response. If the Box Office is unable to respond to the complaint, it will be escalated to their supervisor. If the supervisor cannot resolve the complaint, it will be elevated to the Executive Director.
A volunteer who receives a complaint will log the complaint with the Front of House Manager to resolve the issue. If the Front of House Manager cannot resolve the complaint, it will be escalated to their supervisor. If the supervisor cannot resolve the complaint, it will be elevated to the Executive Director. The Front of House Manager will ensure the complaint is logged with the Box Office for complaint tracking.
The person who initially receives the complaint will acknowledge to the complainant that the complaint has been received and will be acted on either by him/herself or another employee. If a timeframe for action can be determined, that should be included in the acknowledgement.
The Complainant must provide their contact information as the Aurora Cultural Centre will not be able to respond to anonymous Complaints.
Once a Complaint has been received, the Aurora Cultural Centre is committed to handling the Complaint promptly, consistently and fairly.
Resolving the Complaint
Every effort will be made to resolve complaints received in a timely fashion. When receiving a verbal complaint, staff should listen and seek to understand the complaint, and may attempt to resolve it immediately. Complaints received in writing should be acknowledged within 3 business days and staff should attempt to resolve the matter within 10 business days.
Where a complaint cannot be easily resolved, it should be escalated to the Executive Director. If the Executive Director cannot resolve the complaint, it will be escalated to the President of the Board of Directors. If the complaint is about the Executive Director, it will be handled by the President of the Board of Directors. Complainants should be kept informed of the status of their complaint.
Documenting the Complaint
A record will be kept of all complaints on the complaints tracking worksheet. Information recorded on the worksheet includes a description of the complaint, who handled it, what was done to resolve the complaint, timeframe, and a description of the resolution.
A summary of the complaints received including number and type will be reported to the Aurora Cultural Centre Board of Directors at least annually.
No Retaliation
No person who in good faith makes a Complaint shall suffer harassment, discrimination or retaliation as a result.
Confidentiality
Complaints will be kept confidential to the extent practicable, consistent with the need to conduct an adequate investigation and maintain fairness and transparency in the process.
Submitting a complaint
Stakeholders can contact the Aurora Cultural Centre in writing or in person with staff or by phone at 905-713-1818 or email at info@auroraculturalcentre.ca
Link to view the Aurora Cultural Centre’s CRA Charity Tax information, including compensation