Non-Refundable Fees – Approved refunds are subject to;

a. A 10% administrative fee, unless the program is cancelled by the City;

b. Online registrations are subject to a convenience fee charge directly by the online booking software, ActiveNet. The online convenience fee included in the total fee is non-refundable

Refunds for course, class, or private rental – Full refunds will be granted in the following instances:

a) The Department cancels the program;

b) The request for the refund is received a minimum of seven (7) days prior to the start of the program;

c) For requests received less than seven (7) days prior to the start of the program, refunds will only be granted provided the Department is able to fill the spot;

d) In the event that a customer falls ill or becomes injured, inhibiting their ability to participate in or continue participation in a program or utilize a facility pass or punch card, a pro-rated refund may be given based upon the date of the refund request. Documentation (i.e., doctor’s note) is required for illnesses or injury claims.

A private rental includes private group facility rentals such as birthday parties offered by the Recreation & Leisure Department

Authority

In the good interest of good customer service, the department Manager or designate has the authority, without prejudice, to use discretion in implementing this policy.

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