Q: Will the town share my electronic mail address with others?
A: The town complies with the Code of Virginia 2,2-3705.1(10) which protects the personal information furnished to the town, provided that the recipient has requested that the town does not disclose such information. By subscribing to and registering for an on line account with Herndon Parks and Recreation Department, you are requesting that the town refrains from sharing your personal information for any other purpose than to communicate to you from the Parks and Recreation Department.
Q:How do I get an online customer ID and password?
A: First you need to call 703-787-7300 to obtain a customer identification number. You can come into the community center, mail or fax in registrations, or drop off registration forms at the center to register.
Q:What should I do if my email address has changed?
A: You can send an email to firstname.lastname@example.org with your new address or call us at 703-787-7300.
Q:Why doesn't my registration work on the online system?
A: You need to create a new account in the WebTrac system. There are several other reasons why your registration may not be working. The customer ID number or password you are using could be incorrect. Your account may not have been processed yet. Remember it takes one business day for account approvals. The class you are trying to register for may not be listed online due to special registration requirements. The participant may be too young or too old for the class. The registration period may not have opened yet (refer to the current brochure for resident and non-resident registration dates). Send an email to email@example.com or call the Community Center with any questions you may have.
Q:What if I have a balance due on my account?
A: You will not be able to pay on an account balance, such as for our preschool program or swim team, through our online system. Payment for an account balance can be sent in by mail or by coming into the Community Center and submitting your payment.
Q:Can I pay for part of the class now and part of the class later?
A: When registering for any program* you must pay for the entire balance at the time of registration.
*except school year preschool and Commanders swim team.
Q:How do I make sure my account has not been charged if I decide not to register for a class?
A: We recommend that you use the Wish List feature when you are considering whether to register or not. You can then make your final choice and proceed to the Shopping Cart. If you move a program into your Shopping Cart and do not complete the check out process, the program may register you automatically.
Q:Will I receive I receipt of my registration?
A: Everyone will receive a receipt of their registration transactions. Individuals who register through WebTrac may print out a copy of the confirmation received online. Receipts will be printed and sent to individuals for registrations processed through any of our other methods of registration (mail, fax, walk-in, or drop-off).
Q:How do I know if I am a Town of Herndon resident?
A: Individuals who do not live within the Town of Herndon are absolutely welcome to participate in our programs and activities! As a Town of Herndon operation, we provide discounts and registration priority to Town of Herndon residents, but non-Town of Herndon residents are always welcome to participate. Click here to view a listing of streets in the Town of Herndon.
Q:How do I add family members to my account?
A: You can add additional family members yourself only upon first registration. After that, if you have an additional member of your family living at your same address who is not on your account, please contact the Parks and Recreation staff.
Only those members of your household who live at your address within the Town of Herndon are eligible to use the Town of Herndon discount. Relatives or friends living outside the Town must pay the non-resident rate.
Q:Where is the Parks and Recreation office located?
A: The administrative office is located in the Herndon Community Center at 814 Ferndale Avenue, Herndon, Virginia, 20170 (across from the Herndon Centennial Golf course).
Q:What credit cards are accepted?
A: We accept payment with American Express, Discover, Master Card and Visa.
Q:What if I don't have or don't want to use a credit card?
A: Registrations are accepted with check or cash either by coming into the community center or by mailing in your registration forms with payment.
Q:What is the refund procedure if I decide to cancel a completed registration?
Refund Policy for Classes & Programs
Credit on Account
5+ days before class/program starts
Full with service charge
4 days before class/program starts until beginning of class
Full with service charge
After class/program starts up to halfway point of class/program
After halfway point of class/program
Lesser of 25% of original fee or pro-rated sessions remaining less service charge
Medical reasons (with a doctor's note preventing participation in class/program) or relocation or 20 or more miles outside Town of Herndon
Pro-rated, no service fee
Pro-rated, no service charge
1. Full refunds are issued if classes are already filled or a class is canceled due to minimum enrollment not being met.
2. Service charge is 15% of registration fee, and applies to refunds and credit on account as noted in chart.
3. All refunds are made by credit card or town check depending on initial method of payment.
4. Pro-rated values are calculated based on the remaining classes at the time that the request is received by the department.
5. No refunds or credit on account are given to those who have insufficient fund balances.
6. Some programs including trips, events, swim team and preschool have a more stringent refund policy that is noted in the respective program information.
7. Admission passes are non-refundable, except due to medical circumstances or patron moves more than twenty or more miles away.
Q:What happens if it rains and my class is outdoors?
A: Decisions on outdoor classes will be made one hour prior to the start of class. Late cancellations may occur due to unpredictable weather conditions. Reminder: although it may not be raining at the time of your class, earlier rain may have left the courts or fields unplayable. Please call 703-435-6866 for inclement weather information. Whenever possible classes will be made up at the end of the session at the regularly scheduled class time.
Q:What should I bring to the first day of class?
A: Bring a copy of your online registration receipt and any required items listed in the class description.
Q:What if my child is a little young/old according to the class description?
A: You will be required to enter the participant's birth date in order for the system to determine that you are the appropriate age for the class. Participants must be the proper age listed for the activity at the start of the program. Exceptions to the age limits listed for an activity will need to be made by the supervisor who oversees the program. Call the Community Center at 703-787-7300 to discuss your situation with the appropriate staff member.