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HomeMy WebLinkAboutCity Clerk - Administration and Management Records - Policy & Procedure Records (32) Page 1 of 2 PUBLIC FACILITIES, RECREATION & SPECIAL EVENTS DEPARTMENT POLICY NUMBER 2.3 CANCELLATION/TRANSFER AND REFUND POLICY 5/11/2007 10/09/2009; 1/31/2014; 11/12/2020 Section 2 – Financial & Accounting I. PURPOSE The purpose of this policy is to establish specific guidelines for cancellation/transfer requests for activity registrations and facility reservations. In addition, this policy defines the refund process for cancellation requests. II. Cancellation/Transfer Policy for Facility Reservations and Activity Registrations A. Cancellation/Transfer Policy for Facility Use (Applicable to all facilities) a. Cancellations within 29 calendar days or less notice – No Refund b. Cancellations within 30-44 calendar days’ notice - Refund minus 50% of fees collected c. Cancellations within 45 calendar days’ notice or more - Refund minus a minimum $25 cancellation fee or 10% of fees collected for rental totaling more than $250 d. Transfers to future dates are handled on a case-by-case basis B. Cancellation/Transfer Policy for Ramadas a. Cancellations within 14 calendar days or less notice – No Refund b. Cancellations within 15-29 calendar days’ notice- Refund minus 50% of fees collected c. Cancellations within 30 calendar days’ notice or more- Refund minus 10% of fees collected d. Transfers to future dates must be received at least 15 calendar days in advance. Requests for transfers with less than 15 days’ notice will not be honored, and a refund will not be issued. e. Refunds will be issued for inclement weather during reservation time only. Customers must call the office to receive credit. C. Cancellation/Transfer Policy for Ballfields a. Cancellations within 3 calendar days or less notice – No Refund b. Cancellations within 4-7 calendar days’ notice- Refund minus 50% of fees collected c. Cancellations within 8 calendar days’ notice or more- Refund minus 10% of fees collected d. Transfers to future dates must be received at least four days in advance. Requests for transfers with less than four days’ notice will not be honored, and a refund will not be issued. e. Refunds will be issued for inclement weather during reservation time only. Customers must contact the office to receive credit or the ranger staff must inform the customer service staff that the fields were not playable. D. Cancellation Policy for Sports Tournaments a. Cancellations with 45 calendar days’ notice or less will not be refunded the $200 deposit that was paid when tournament was booked. Page 2 of 2 E. Cancellation/Transfer Policy for Recreation Programs a. All class cancellation and class transfer requests must be submitted at least 7 calendar days in advance of the class start date. b. All class registrations are subject to a $5 cancellation fee per class/program per participant. c. Refunds will not be given for classes that are missed. d. Cancellation requests due to medical reasons that are not submitted 7 days in advance must provide documentation to receive a pro-rated refund. III. Refund Policy for Facility Reservations and Activity Registrations Requests for cancellations will be referred to the coordinator of that program. The coordinator will decide the amount of the refund/credit based on the cancellation policy. Upon determining the participant is eligible for a refund/credit, the coordinator will complete a Refund/Credit Request form. The form will be submitted to the Parks and Recreation Customer Service Division to complete the refund/credit. A. If a refund is less than $25, a credit will be applied to the registrant's household account and can be used for future classes or programs with the Department. B. Refunds over $25 will be processed either by credit card or check depending on original payment method. 1. If the customer used a credit card to pay for the original transaction, the refund will be processed through the registration data system to the credit card number that was used during the original transaction. Refunds via credit cards generally take 3 -4 business days to be credited to the customer’s account. If the refund is more than 120 days from the original purchase date, the refund will be refunded by check. 2. If the customer paid for the original transaction with a check or cash, the refund will be processed through registration data system using the “Refund Finance - Check” option. After processing the “Refund Finance - Check”, the refund the Customer Service Division will then process a check request for the customer. Check refunds generally require two weeks for processing.