P&R Policy Manual

PARKS & RECREATION

STANDARD OPERATING PROCEDURE REFUNDS

Effective Date:

Review/Revision Date:

SOP#PNR-33004

Ver: 1

The standard operating procedure for refunds applies to all transactions processed through departmental recreation management software. This procedure is applied to programs, facilities and services throughout the department. Cancellation Fee: Processing fee retained when registrations and/or reservations are cancelled by the customer. Recreation Management Software Changes: Customers may move funds to other programs or facilities processed through the recreation management software at the time of cancellation. Activity/Refunds • The refund request is initiated by the participant/guardian providing a written request for a refund. • The program supervisor considers the refund request according to the following criteria: 1. If a participant submits a refund request prior to the start of the program, the fees are fully refundable less a $10 cancellation fee per registration, if applicable. 2. If a participant withdraws from a program and submits a refund request after the start of a program, no refund is available except in extenuating circumstances as determined by the program supervisor which will be any future courses/sessions that are scheduled to occur after the participant’s withdrawal from the program. The pro-rated refund is calculated by determining the value of each course session (dividing the total registration fee paid by the number of sessions included) and subtracting the total value of future sessions from the total registration determined on a case-by-case basis. In the event of an extenuating circumstance, the program supervisor may request a pro-rated refund for

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