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Online Payment Terms and Conditions

Please review the following terms and conditions for online payment of fines and fees.

Definition

eCommerce is a secure online tool where Kitchener Public Library customers can pay bills, fines, or fees to libraries. eCommerce is the library's service provider that enables customers to pay their library fines and fees online.

Hours of Operation

eCommerce will accept online payments 24 hours a day. However, uptime and availability is not guaranteed. The library website and catalogue may be offline at certain times for upgrades or required maintenance. Your library account may not be available during system maintenance from 10:00 pm - 11:00 pm Monday to Thursday, and 6:00 pm - 7:00 pm Friday to Sunday.

Accessing eCommerce

To access eCommerce, you must log in to your account using your library card number. If your account shows any amounts owing, you will see a "Pay Online Now" link when you click to view your unpaid fines. Follow the "Pay Online Now" link to access eCommerce. You will be directed to a secure site designed to protect your credit card information.

Methods of Payment

All funds are paid in Canadian dollars (CAD). You may pay by credit card only. The library accepts Visa or Mastercard. Debit cards are not accepted. Payments totalling less than $3.00 (CAD) will not be accepted.

All online transactions involving sensitive information, including your credit/debit card number, address and other personal information, are conducted using a SSL (Secure Socket Layer) protocol connection. This connection provides increased security to the information as it is transmitted. Your credit card number is not stored and must be re-entered each time you log in to pay a fine.

Transaction Process

Your library account will be updated as soon as payment online is made, and your borrower record with the library will indicate that a payment was made using eCommerce. 

You can expect your credit card statement to be updated within a few days of making a payment. Generally, transactions are processed within 24-48 hours, except on weekends. For example, if you make a payment on a Friday it will likely not show up on your credit card statement until the following Monday. On your statement, the merchant will be listed as Kitchener Public Library.

If the transaction is declined, you will see a message on your screen confirming the transaction has failed. Your credit card will not be charged..

Receipt of Transaction

You will have the opportunity to print a receipt of your transaction upon completion of your online payment. If you have provided an email address, a receipt will emailed to you as well.

Refunds

In the event that you find and return an item for which you have paid a replacement fee, you will receive a refund for the item, minus a processing fee (if applicable).

Troubleshooting

Pay Online: This option will only appear if your account is showing a minimum of $3.00 in fines or fees owed.

Account access: Ensure you are using the proper library card number to access your account, and that you have entered the number without any spaces.

eCommerce transaction: Minimum payment is $3.00. Ensure that you have entered your credit card number correctly (no spaces) and that the name and address entered into the eCommerce system match the information that appears on your credit card statement.

If you are experiencing difficulty with the eCommerce system, or have questions about your account and / or fines, please contact Circulation Services at 519-743-0271 ext. 260, or by email at youraccount@kpl.org

Kitchener Public Library and the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)

Kitchener Public Library collects personal information of library users under the authority of section 23(2) of the Public Libraries Act, R.S.O. 1990, c.P.44, and personal information will only be used to administer services and programs at Kitchener Public Library.

For the purposes of the registration of library users and the administration of circulating items, Kitchener Public Library collects the following types of personal information: name, address, telephone number and email address.

Personal information will only be disclosed to you, except if disclosure to a third party is required by law.

Kitchener Public Library does not keep a record of borrowed items once the items are returned, unless the borrower requests this service. Items are otherwise deleted from the borrower's record immediately upon return.

If you bring a library card that belongs to another person, it implies consent for you to pick up material on hold for that person. It does not allow you to have access to other services and programs or access to information in that person's record.