Account Requests

For assistance with any of the items below, submit a Request Form:

COPA Membership Request Form

MEMBER FAQ

How soon can I begin training once I purchase my membership?
Shortly after you purchase your membership, you will receive an email from our Member Services Team with the link to join a New Member Onboarding Zoom Call. These webinars are hosted at 12 PM and 6 PM Monday-Saturday. Our Member Services Team will go over policies, navigating our website, and how to book sessions with you during this call. Our goal is to ensure you fully understand your membership, our policies, and how to book sessions before your membership with us officially kicks off. For this reason, it is mandatory to attend and complete this Onboarding Webinar before you can begin booking and attending sessions. We encourage you to attend this Webinar as soon as possible.
How do I register for sessions?
You can register for a session at COPA STC through your member account on DaySmart Recreation. Login to your account HERE. Once you are logged into your account, follow the steps below to register.
 
  • 1. Select the Register Tab
  • 2. Make sure you select the appropriate person from the drop down in the box “Who are you registering?
  • 3. Select the program box based on the age of the athlete you are registering. Example: 9-11yrs
  • 4. Select VIEW next to the type of session you are looking to book. Example: Gameplay, Soccer Training, Specialized Clinic
  • 5. Select Register to see days and times available. There is a day and time listed here but this is NOT the only day and time available- you need to select register to see all the offerings. NOTE: There is a price listed here but once in your cart you will not be charged if you already have a membership.
  • 6. Select the days and times you would like to register your athlete and proceed to checkout. Once you have booked, you can see all of your upcoming sessions in your Activities tab.
    *Please reference the following videos for some helpful registration tips and to avoid some common pitfalls.
    www.copastc.com/booktrainingsessions-video
What happens if I can’t attend a session I am registered for?
As all members at COPA STC are allowed unlimited sessions during a week, we ask that athletes only register for sessions they will attend. A $20.00 No Show Fee will be charged to the credit card on file the day following the class that was unattended. We understand circumstances may arise which would prohibit an athlete from attending a session. In this case, you are allowed to drop a session that your athlete is registered for up to 24 hours before your scheduled session begins. The $20.00 No Show Fee will only be assessed for absences for sessions that have not been attended or for sessions that have been cancelled with less than 24 hours-notice.

We enforce a 15-minute grace period intended to give members the flexibility to register for a session and drop it within 15 minutes in the event the booking was made by mistake. If the situation arises where you’ve made a scheduling error, there is a 15-minute buffer where you will not be charged for Late Dropping a session within the 24 hour Late Drop window.

You can drop your session through the activities tab in your account dashboard.
  • 1. LOGIN to your Day Smart Recreation Account
  • 2. On the left-hand side of your dashboard, find the ‘Activities’ Tab
  • 3. Under ‘My Upcoming Events’ find the session that you are unable to attend
  • 4. Select the DROP option under the date of the session
  • 5. Please double check that you have selected the correct date and time and select Drop Event to confirm. (Once you have dropped a session, you lose your place in that session. You will need to re-register for the session through your membership portal if you decide at a later date to attend.

* Your membership portal will only allow you to drop sessions that are included at no additional cost with your membership. If you have paid an additional amount for a session, you must fill out the Account Request Form found on the copastc.com website requesting a cancellation no less than 24 hours prior to your session to receive a refund for the additional cost of the session. Any no shows for sessions you have paid an additional amount for without a submitted Account Request form or a form submitted less than 24-hours prior to the start will not be refunded and the cost of the session will be forfeited.
What happens if I am running late for a session I’m registered for?
We understand that unforeseen circumstances may sometimes arise that could prevent your athlete from arriving to their scheduled session on time. For this reason, we allow a 15-minute check in window for each session to account for late arrivals. Our coaches take attendance at the beginning of every session, and then one final time 15 minutes later. If your athlete is not marked as present for the first check in, but arrives 10 minutes late, they will be marked as checked in and not receive the $20 No Show Fee. Any athletes that arrive to a session 15 minutes or more past their designated start time are at risk of receiving a $20 No Show Fee and will not be marked as having attended the session.
What happens if I need to drop a session due to illness?
Each member in good standing is provided up to 5 Late Drop Exemptions (refunds) per calendar year. Exemptions (refunds) will not be granted for any other reason, such as being stuck in traffic, a parent being stuck at work, vacation, conflicting schedules, or any other non-medical related reason.

To be eligible for a refund of the late drop fee, all prerequisites must be met:
  • 1. You must fill out the form within 72 hours of the session start time. Late submissions will not be considered, no exceptions. If you email us, call us, or fill out any other form, your request will not be processed.
  • 2. The session must be a late drop and not a no-show. Any no-shows will automatically be denied.
  • 3. You must have available exemptions.
  • 4. The form must be accurately completed with no errors. We will not process resubmissions.
  • 5. A doctor’s note indicating that the athlete was sick or injured on the day of the session must be uploaded. The doctor’s note must be dated accurately with the correct athlete’s name.
  • 6. You must be a respectful member and in good financial standing. Our staff reserves the right to deny any request in the event you or your family is disrespectful to our staff, the facility, or our membership community.

*Please note that failure to meet any of the prerequisites above will make you ineligible for a refund. This refund policy exceeds what is stated in the membership agreement that you signed. Exemptions will not roll over year to year. COPA STC reserves the right to retract this member benefit at any time without notice.
Can I request a session I don’t see listed in your schedule?
Not finding a session that works with your schedule? We are monitoring capacities and doing our best to add sessions when needed. However, if there is a day or time that you would love to see us offer, please fill out our Member Session Add Request Form and we’ll do our best to accommodate.
CLICK HERE TO FILL OUT FORM
Is there an Initiation Fee?
Members are charged a one-time initiation fee when purchasing a membership. This fee varies by age but may include a COPA jersey and COPA.me. This fee is also assessed if the member cancels their membership but returns at a later date.
Can I change my commitment length?
Once the original minimum commitment term has been met, the membership will auto renew month to month and continue at the price of the original purchase commitment until the member notifies COPA STC of their desire to cancel their membership (See Membership Cancellation). Downgrades are not allowed on any original purchase commitment. Members may upgrade the length of their membership commitment level at any time. This upgrade will take place immediately and the Member Services team will apply any remaining prorated balance from the most recent payment of their existing membership to the first month’s payment of the new upgraded commitment length. When a membership length is upgraded, a new contract is created. The previous contract is cancelled, and the member is now required to fulfill the entire length of the new upgraded contract. For example, if you purchase a 3-month commitment and then upgrade to a 12-month commitment, you must fulfil the 12-month commitment from the time you upgraded, regardless of how much of your original 3-month commitment you had previously fulfilled.
Can I upgrade or downgrade my membership type?
Members may upgrade their Membership Type at any point following their initial purchase. Upgrading requires the member to agree to and sign a new membership commitment length. Regardless of how much of the original membership commitment has been fulfilled, members who are upgrading start their commitment length anew. In order to upgrade, the member is required to select a commitment length that matches or exceeds their existing one. Once the upgrade has been requested, the Member Services team will process the request and apply any remaining prorated balance from the most recent payment of their existing membership to the first month’s payment of the new upgraded membership. Membership type downgrades are prohibited.
What do I do when my athlete ages out of their current age group of training?
When your athlete ages out of their current membership, we process Age Level Graduations to move them into the next appropriate age group of training. An athlete becomes eligible for an Age Level Graduation if they age up in the current season of Membership Training. To request an Age Level Graduation, please complete and submit the COPA Membership Request Form provided above. During an Age Level Graduation, a completely new contract is created for your athlete, requiring you to select a new commitment length as well. Please indicate the desired commitment length when submitting the form. If any necessary information is missing, our Member Services team will reach out to you before moving forward. You will receive confirmation from our team once your Age Level Graduation has been fully processed. To request an Age Level Graduation, please fill out the COPA Membership Request Form.
How do I cancel my membership?
Members may cancel their Membership at any time after their original purchase commitment has been fulfilled. COPA STC requires 14 days-notice to cancel a membership and all memberships will be cancelled at the end of the billing cycle. Cancellation requests made with less than 14 days-notice will take place at the end of the next billing cycle. Cancellation requests made before the purchase commitment is fulfilled will be honored at the end of the original commitment only regardless of whether or not your athlete continues to attend COPA STC. You will be billed every month until cancellation regardless of attendance and no refunds or prorations are allowed based on consumption. Membership Cancellation requests must be made in writing on the Account Request Form. Requests made via phone, email or in person at the front desk will not be honored without the Account Request form filled out by the member.
Can I freeze my membership?
COPA STC no longer allows membership freezes.
Can I pause my athlete’s membership due to injury?
When an athlete has sustained a serious injury that prohibits them from participating at COPA STC for an extended period of time, they may qualify for an injury pause. COPA STC requires a doctor’s note as well as an Account Request Form submitted to request the pause. This pause will happen at the end of the billing cycle at which point the member will not be charged again during the duration of the injury pause. COPA STC will pause the billing for the duration of time the doctor’s note says the member is unable to participate after which billing will automatically be resumed. Members original purchase commitment will also pause with the membership and start up again when the membership is resumed. When member returns to COPA STC, the original purchase commitment will restart and the member will be required to then fulfill the duration of the original commitment. Should the athlete need to continue the injury pause longer than the original doctor’s note dictates, an additional doctor’s note is required. Long term or career ending injuries will be considered on a case-by-case basis and require direct communication with COPA STC staff.
What if I miss a payment?
Although all memberships are on an auto renewal schedule, we understand that you may need to change your credit card information from time to time. You may do this through your membership portal in Day Smart Recreation.

If any credit card charge payable to COPA STC is not honored, Management will contact you to resolve the issue by phone or email. If the issue is not resolved within seven (7) days, Management will assess a $25.00 charge for each credit card rejected and collect the current and past-due balance in any subsequent month. To the extent that Buyer and Member is not the same person, Member shall be obligated to make all payments that Buyer fails or has failed to make (including past and future payments for use of COPA STC).

You will not be permitted access to enter COPA STC until all fees are current. This includes access to booking Parties, Events, Rentals, Youth & Adult Leagues, Camps, Open Play, and any other Membership related events. To the fullest extent permitted by law, you are obligated to pay any collection and/or legal costs incurred by COPA STC for collection of any fees. COPA STC reserves the right to charge balances and overdue balances to their current account under the EFT Authorization.

COPA STC may, at its option, terminate your membership if: (a) you fail to make timely payment under any payment plan; (b) you fail to follow COPA STC’s Membership Rules and Regulations or this Agreement; or (c) your conduct is improper or harmful to the best interests of COPA STC or its members. You will be notified of the termination of your account by phone or email to the information entered when registered. Termination for cause is effective on the date COPA STC first contacts you. You remain financially responsible for all dues and charges incurred until the date of termination and through your original commitment length.
What are COPA STC’s holiday closures?

In accordance with our operational schedule, please note the planned closure dates for membership training at COPA STC, arranged chronologically:

  • Martin Luther King Jr. Day
  • Presidents Day
  • Easter Sunday
  • Memorial Day Weekend (Saturday – Monday)

Thereafter, the center will be closed from July 1st to July 7th. This is our annual summer hiatus, during which we undertake essential maintenance and technology upgrades, while also providing our hard-working staff with a well-deserved break.

Following our summer closure, please take note of the following dates:

  • Labor Day
  • Halloween
  • Thanksgiving Week (Wednesday – Friday)

To round out the year, COPA STC will be closed from December 24th to January 1st for the holiday season. This period will also be used for facility upkeep, technological updates, and to give our staff time off to rejuvenate.

Additionally, COPA STC will close membership training for three other days during the year for staff development purposes. The dates for these closures will be announced well in advance.

Please note that these dates are planned closures. However, COPA STC reserves the right to close membership training for other reasons at its discretion. We understand that this might cause some inconvenience, and we appreciate your understanding as we work towards creating a better training environment for our valued members.

What do I do if I feel like my athlete should be in a higher training level?
Levels are determined by the Skills Check (6-8yrs), The Junior COPA Score (9-11yrs) and The COPA Score (12+). Skills Checks are offered the last full week of every month and available for booking. The Junior COPA Score and The COPA Score are offered weekly and available for registration and purchase. Athletes are encouraged to take these assessments to attempt to level up. If the score depicts they should move up a level, at that point they will be tagged in DaySmart and thus have access to higher level training sessions.
What is the COPA.me?
COPA.me is a summary of every athlete’s individualized journey while being a COPA STC member. The booklet serves as a tool for athletes, parents, and COPA Coaches to easily access the objective and subjective data that we have for each individual member. Athletes should bring their COPA.me with them to every session as they will use and reference this for data tracking. A replacement COPA.me can be ordered at the front desk for an additional fee.

LEARN MORE

1-DAY CAMP WITH EXPERT GUEST COACH, LEE MITCHELL ​