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POLICY NUMBER - 35
Page 1 of 2
Policy Subject / Title - Refunds
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GENERAL STATEMENT OF POLICY
35.01 It is the policy of the Region of Queens Municipality to have guidelines for
refunds by its Recreation and Community Facilities Department.
ALLOCATION OF RESPONSIBILITIES
DIRECTOR OF RECREATION AND COMMUNITY FACILITIES
35.02 To oversee the refunding of fees due to cancellations by an individual or
group providing such a cancellation would be consistent with normal
procedure as outlined below.
35.03 To give consideration to cases of a special nature, such as a sudden
illness, death or emergency with a family member, and be the final
authority in determining what constitutes a genuine exception. The
administration fee will be waived in these circumstances.
SECRETARY/RECEPTIONIST
35.04 To advise the Director of Recreation and Community Facilities of any
requests for refunds prior to issuing/processing them.
POLICY PROCEDURES
35.05 All refunds will have a $5.00 administration charge.
35.06 Refund requests made prior to the pre-registration date will be issued for
any reason, less the $5.00 administration charge.
35.07 Refund requests made after the pre-registration date will only be issued
for medical reasons of the participant, supported by a medical certificate,
or for special circumstances, less the $5.00 administration charge.
35.08 Once a program has begun refunds will only be issued for medical
reasons of the participant, supported by a medical certificate, or for special
circumstances, at a pro-rated rate based on the number of days/classes
that have passed.
AQUATIC PROGRAM POLICY PROCEDURES
35.09 All refunds will have a $5.00 administration charge.
POLICY NUMBER - 35
Page 2 of 2
Policy Subject / Title - Refunds
_______________________________________________________
35.10 Refund requests made prior to 4 p.m. the Friday before the swimming
lesson session begins, will be issued for any reason, less the $5.00
administration charge.
35.11 Refund requests made after 4 p.m. the Friday before the swimming lesson
session begins, will only be issued for medical reasons of the participant,
supported by a medical certificate, or for special circumstances.
35.12 Once a swimming lesson session has begun refunds will only be issued
for medical reasons, of the participant supported by a medical certificate,
or for special circumstances, at a pro-rated rate, based on the number of
days/classes that have passed, minus the $5.00 administration charge.
GENERAL POLICY PROCEDURES
35.13 Refund requests can be made verbally. A request in writing may be
required at the discretion of the Director of Recreation and Community
Facilities.
35.14 When a program is cancelled by the Department or changed by the
Department or changed after registration in such a manner that it is no
longer acceptable to the registrant, the Department will make a full refund,
and the $5.00 administration charge will not be applied.
Approved by Council: February 25, 2014