Purpose
This policy has been created to help guide administration through the many requests received to refund, transfer and freeze passes. It is intended to be customer friendly and to help provide consistency in decision making.
Scope
This policy shall apply to all Grand Forks Recreation programs and passes, including both membership passes and bulk admission passes.
Background
Regular physical activity can improve health and reduce the risk of diseases such as heart disease, hypertension, colon cancer, and diabetes. Exercise and active lifestyles can also provide psychological benefits, improve mental health, and alleviate symptoms of depression and anxiety. The intent of selling recreation facility passes is to encourage people to be active, by both lowering the cost for regular access to facilities and increasing the convenience to do so. Occasionally, obstacles occur that prevent patrons from being able to use their passes as they intended, and they return to recover some value from their purchase.
Credits and Refunds
A. Membership Passes (duration based)
i. Due to the short time frames available (1 and 3 month), Membership Passes are non-transferable and non-refundable. Bulk admission passes are available if one or three month passes are not good options for patrons.
ii. In the case of injuries or illness, passes may be suspended or extended on a case by case basis under the following conditions:
The request to suspend or extend a pass must be made prior to the expiry date on the pass.
Passes will be extended or suspended for a minimum of one week.
Supporting documentation may be required.
Passes will not be suspended or extended for reasons other than medical related issues.
B. Bulk Admission Passes
Are transferable to family and friends.
A transfer fee of $10.00 will be applied when transferring the passes from member account to another member account.
In lieu of the $10.00 fee, passes greater than $10.00 in value may be subtracted from the total number of passes to be transferred at the time of the transaction.
Transfers to local charities will be done free of charge.
Can be refunded if purchased within the calendar year, less a 25% administrative fee.
There is no fee associated with using one of your passes to admit a friend or family member without transferring passes onto their account.
Unused bulk admission passes will expire 5 years after the date of purchase, as permitted under the British Columbia Prepaid Purchase Cards Regulation, Section 2(a).
Any request for a refund due to medical reasons or other special circumstances can be requested with appropriate documentation within the year of purchase.
Swim Lesson Withdrawals
Withdrawals from swim lesson 7 days or more before the start of the program will receive a full refund without any administrative fees (ie. The Monday prior to a program beginning on the following Monday).
Withdrawals from swim lessons 3 to 6 days before the programs starts will receive a refund of the registration fee minus a $20.00 administrative fee (ie. Tuesday to Friday prior to a program beginning on the following Monday).
Withdrawals from a swim lesson 2 days or less prior to, or after, the lesson start date will not receive a refund.
Withdrawals due to sickness or injury can be processed without administrative fee if the refund is left on account as a credit.
Due to staffing and course material costs, withdrawals from a Specialty, Advanced or Certification course (ie. Bronze Cross or Junior Lifeguard Club) with less than 7 days notice before the course starts are not eligible for a refund.
Withdrawals from private swim lessons with less than 7 days notice before the lesson start can be rescheduled to a later date.
All scheduling changes related to private swim lessons once they are booked in the Book King system are subject to a $20.00 administrative fee, to allow for rescheduling of staff needed to accommodate the new dates.
Fitness Classes and Programs
Withdrawals from fitness classes and specialty programs 7 days or more before the start of the program will receive a full refund without any administrative fee (ie. The Monday prior to a program beginning on the following Monday).
If you withdraw from the program less than 7 days before the programs starts, you will receive a refund of your registration fee minus a $20.00 administrative fee (ie. Tuesday to Friday prior to a program beginning on the following Monday).
Withdrawals due to sickness or injury can be processed without administrative fee if refund is left on account as a credit.
If after you have attended class number one you find that the class you registered for is not what you expected and you wanted to cancel, please call BEFORE the second class and we will refund you for the remaining sessions. No refunds are given after the 2nd session.
This option does not apply to swim lessons.
This option is intended to encourage people to try new programs and experiences when they are not 100% sure what the course will entail, unlike a swim lesson where the course material is generally well understood.
This option does not apply to special courses of three or less sessions.
Program Cancellations
Some programs are occasionally cancelled by Grand Forks Recreation due to insufficient enrolment. Should we cancel a program, your preference of a full refund or credit on account will be made at no charge.
Aquatic Centre Daily Admission
Occasionally the Aquatic Centre will need to be closed or evacuated during a public swim for reasons outside of our control, such as foul pools and mechanical or chemical issues.
Refunds are not available.
Patrons may be issued a free pass to return to the pool at a later date.
Free passes to return to the pool will not be issued if the pool is closed or evacuated within 30 minutes of the scheduled swim session.
Review
The Manager of Recreation and Facilities in Grand Forks is responsible for the ongoing review of this policy, in consultation with the Grand Forks and Christina Lakes Recreation Commissions.
Univerus Rec