Select Location: Waterloo

Frequently Asked Questions

Refunds, Discounts, Cancellations

1) What is your refund policy?
In the event you need to cancel a registration, you will receive a partial credit on your account at The Zone Training which may be used for future booking or registration. The credit will be in the amount of the full fee paid, less a $25 administration fee and additional fees for classes that have occurred to date. Note that additional restrictions apply to Learn to Skate and Learn to Play Hockey registrations and you can refer to the document attached on your confirmation for complete details.

When cancelling a private lesson or facility booking, we require a minimum of 48 hours notice to be able to issue credit on account. No exceptions.

2) Do you offer any discounts on private lessons, programs, or ice rentals?
We offer “last minute” deals through our BBM and Email lists.  Please visit the home page and view the options to "Connect With Us".

3) Can I register for a program at a prorated fee if I know I will be missing some weeks?
If the program has already started (or is about to start that day) and there is space in it, we can take prorated registrations.  Please contact us on the first day of the program if you are interested in this registration option.

4) Do you offer sibling discounts? Discounts on multiple registrations?
We do not offer any sibling discounts.

5) Are there ice rental packages available?
No, we do not offer discounts on multiple ice rentals.

Programs / Equipment

1) What equipment will my child require to participate in the following programs:

Learn to Skate
• Helmet with a face mask.
• Skates.
• Warm winter clothing (year round), including mittens or gloves.
• Additional protection (knee pads, elbow pads, or even full hockey equipment) is optional.
• No hockey sticks allowed.

Learn to Play Hockey
• Neck guard
• Shoulder pads
• Elbow pads
• Hockey pants
• Jock (you can get one that comes in shorts with velcro which will hold socks up)
• Shin pads
• Skates
• Helmet with cage
• Hockey socks and jersey
• Hockey gloves
• Hockey stick (height of stick should be at approximately chin height when they are standing on their skates)

All other programs & lessons
• Full hockey equipment + stick

2) Am I allowed to go on the ice with my child during their Learn to Skate lessons?
We allow parents on the ice for the first two weeks of the program (maximum). The parents must wear skates and a helmet as well (can be a bike helmet if no hockey helmet). We recommend that parents do not go on the ice but you can if you want to. After week 2, no parents are allowed on the ice. It is best for the kids to learn on their own, rather than depend upon the parent for a helping hand.

3) What happens if I sign my child up for a program that is either too difficult or too easy for him/her?
If you believe your child is not in the correct program, talk to the head instructor after the class and get his/her recommendation on whether you should move your child to a different program or not. Contact our office to switch to a different program or cancel your registration. Cancellation policies may apply.

4) If am I unable to attend a scheduled program date, what should I do and who should I contact?
Email waterlooinfo@thezonetraining.ca to notify us if you are not able to attend a program date - this must be done prior to class, if you notify us after the class or the same day, then a make-up will not be available. There is a maximum of (1) make-up class in selected programs. Make-up sessions are only permitted in one of our pay-as-you-go sessions when there is excess availability. There are no make-up classes for the following: League Games, Goalie Programs, Learn to Skate & Learn to Play Hockey. Note that make-up classes are not guaranteed and are strictly based on availability.

5) If a class is cancelled due to unforeseen circumstances (weather, power outage, etc.) what will happen?
We will contact you with the date & time for the rescheduled class or possibly provide a suitable alternative (credit/refund for the missed class)

6) Can I register for a program at a prorated fee if I know I will be missing some weeks?
If the program has already started (or is about to start that day) and there is space in it, we can take prorated registrations.  Please contact us on the first day of the program if you are interested in this registration option.

7) Will someone be around to help my child with his/her equipment (ex. tying skates, putting on goalie equipment, etc.)?
Camps: Yes, our instructors will be available to help with skates and other equipment that is difficult to fasten (ie helmets, goalie pads, etc.)

Programs & Private Lessons: No, we will not have a staff member here to assist with the equipment.

Tyke League Goalies: If you need assistance with the goalie equipment please ask one of our staff members and he/she will help.

8) If I gather enough players, can you run a program exclusive to my players?
Yes, we offer private group training. Contact us for further details on availability, pricing, etc.

Rentals

To view all rental policies, please visit our Rentals page and click on the facility you are interested in:

Guelph Rentals

Waterloo Rentals

Private Lessons

1) I am a repeat customer and my child works well with a certain instructor. Is it possible to always book with that instructor?
Most of our instructors work here part-time. Therefore, they have limited and ever-changing availability. It is certainly possible for you to book during times when that instructor is working, however, if the instructor’s schedule/availability changes you may be scheduled with a different instructor at times.

2) Am I allowed to go on the ice with my child during the Private Lessons?
Yes, but you must wear skates and a hockey helmet. We just ask that you allow the instructor to provide all corrections. (ie do not correct your child’s stickhandling when the instructor is working on shooting. Although their stickhandling might need work, it’s important not to overwhelm the child with corrections all at once. It makes it very stressful for the child.)  We recommend the parents watch from the bench area instead.

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