Refund Policy

Any customer requesting a refund for:
• A Rental
• A Program Registration
• Or any other service which has been paid for
 

  • All payments will be received at the time of scheduling or approval/finalizing of scheduling (facility rental including deposit fee, and program registration fees).
  • A flat $10 handling fee may be assessed on refunds
  • No refund for Gift Cards.
  • Extenuating circumstances may be considered with refund request, pending Division Supervisor/Manager approval.  Reminder: apply consistency across all refunds.
  • Refund options:
  1. Issue by City Check (need to allow for customers check to clear (5 business days) if they just paid.  City Check can be done on a daily check usually within 4-5 days.  
  2. Original credit card event/program reserved on.  (reminder no credit card information may be saved/written down – due to PCI compliance (We cannot keep full card number, expiration date and 3-digit CVV code on file))
  3. User Account Credit (CivicRec items)

Facility/Room Rentals:

  1. No fee assessed if cancellation is due to the City cancelling.
  2. Full refund, less $10 handling fee, if cancellation 180 days prior to date of reservation.
  3. 60% refund (40% cancellation fee or $10 minimum fee handling whichever is higher) if 30-179 days prior to date of reservation.
  4. No refund if cancellation less than 30 days prior to date of reservation.
  5. Deposits will be refunded within 4-5 business days

 Program/Registrations:

  1. No fee assessed if cancellation is due to the City cancelling or program change (i.e. low participation) or if participant transfers to another section (prior to 7 days of start).
  2. Full refund, less a $10 handling fee, if cancelled 30 days prior to program start date.
  3. 60% refund (40% cancellation fee or $10 minimum handling fee whichever is higher) if 8 – 29 days prior to program start date.
  4. No refund if cancellation is less than 7 days prior to program start date.

Memberships/Swim Passes:

  1. No refund if pass has been used.

CF Camp:

  1. No fee assessed if cancellation is due to the City cancelling or program change (low participation) or if participant transfers to another section (prior to 7 days of start).
  2. Full refund, less $10 handling fee, if cancelled 45 days prior to program start date.
  3. 60% refund (40% cancellation fee or $10 minimum fee handling whichever is higher) if 1 – 44 days prior to program start date.
  4. If cancellation after start of CF Camp prorated weekly amount remaining less 40% cancellation fee.

Appeal process for patrons on refund amount

  1. Patron shall submit a written statement to the Division Supervisor/Manager, contesting the cancellation fee assessed.  This shall be done within five business days from the date of notice of cancellation fee from the Division point of contact.  Division Supervisor/Manager shall provide a written response to the patron within five business days of their decision.
  2. If Division Supervisor/Manager’s decision fails to resolve the complaint, the patron may within five business days of the receipt of the Division Managers decision, file a written appeal with the Division’s Commission or Board. Within 30 business days of the Division’s Commission or Board shall review the appeal and issue a written decision, unless time period is extended for good cause by the Division’s Commission or Board.

 WEATHER RELATED CANCELLATIONS: Our first goal will be to hold the event as scheduled when reasonable. Should winter weather conditions be such a cancellation is necessary then staff will work with the renter to reschedule the event when possible. Should rescheduling the event not be possible then a refund will be granted minus a $10 processing fee or 15% of the rental fee.