Select Location: Waterloo

Frequently Asked Questions

Refunds, Discounts, Cancellations

1) What is your refund policy?
In the event you need to cancel a program or league 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+HST administration fee and additional fees for classes that have occurred to date.  Additional restrictions apply for specific programs (see below).

Cancelling a Learn to Skate, Skating Fundamentals + Pucks or Learn to Play Hockey Registration:
You must cancel at least four days before the third class to receive partial credit on account.  If you cancel after that time, no credit will be issued.

Cancelling a Pre-School Learn to Skate Registration:
You must cancel at least 48 hours before the first class starts.  You will receive credit on account, less the $25+HST administration fee in that case.  If you cancel beyond that time, no credit will be issued.

Cancelling a Private Lesson or Ice Rental:
We require a minimum of 48 hours notice to be able to issue credit on account. No exceptions.  Refunds are not available in the event of a cancellation.

2) Do you offer any discounts on private lessons, programs, or ice rentals?
We offer “last minute” deals through our Whatsapp 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?
No, we do not offer these discounts.

5) Are there ice rental packages available?
No, we do not currently offer ice rental packages.

Programs / Equipment

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

Learn to Skate
• Hockey 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 and Skating Fundamentals + Pucks
• 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?
Parents are not 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 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)

5) 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.

6) 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.

7) 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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