Recreation Services Refund Policy

This Refund Policy applies to all bookings, memberships, registrations, and programs offered by The Village of Carmacks Recreation Complex (“Recreation Complex”).

1. Refund Eligibility

1.1. To be eligible for a refund or credit, the following conditions must be met:

• Bookings: Refunds for bookings will be processed with at least 72 hours' notice prior to the scheduled date. Refunds requested within 72 hours may be subject to discretion by the Recreation Complex.
• Memberships/Registrations/Programs: Credits will be issued to your account for memberships, registrations, or programs canceled within the agreed-upon terms outlined during the purchase or registration process.

2. Refund Process

2.1. To request a refund or credit, customers must contact the Recreation Director at Carmacks Recreation Complex via email at recreation@carmacks.ca by phone at 867-863-6271 (ext.) 202 or contact Booking Services via email at bookings@carmacks.ca by phone at 867-863-6271 (ext.) 204.

2.2. Upon receiving a refund or credit request, the Recreation Complex will review the request and determine its eligibility based on the criteria outlined in section 1 of this Policy.

2.3. If the refund or credit request is approved, the Recreation Complex will initiate the refund process within 5 business days or credit the amount to the customer's account, as applicable. Refunds will be issued using the same method of payment used for the original purchase unless otherwise specified.

2.4. Customers will be notified via email or phone once the refund has been processed or the credit has been applied to their account. Please note that it may take additional time for the refunded amount to reflect in the customer's account, depending on the payment method and financial institution.

3. Refund Exceptions

3.1. The following circumstances may result in a refund request being denied or the refund amount being adjusted:

• Failure to meet the eligibility criteria outlined in section 1 of this Policy.
• Evidence of misuse, damage, or alteration of the recreation service equipment or facilities by the customer.
• No-shows or late cancellations by the customer.
• Refunds requested for reasons beyond the Complex's control, such as changes in personal circumstances, buyer's remorse, or dissatisfaction not related to service quality or performance.

3.2. Cancellations due to weather conditions will be discretionary to the Recreation Complex. Refund or credit options in such cases will be determined on a case-by-case basis.

4. Contact Information

4.1. If you have any questions or concerns about this Refund Policy, please contact the Recreation Director at Carmacks Recreation Complex:

• Email: recreation@carmacks.ca
• Phone: 867-863-6271 (ext.) 202

5. Changes to the Policy

5.1. Carmacks Recreation Complex reserves the right to amend or update this Refund Policy at any time without prior notice. Any changes to the Policy will be effective immediately upon posting on the Complex's website or other communication channels.

By booking or participating in services offered by Carmacks Recreation Complex, you acknowledge that you have read, understood, and agreed to abide by the terms and conditions outlined in this Refund Policy.

Last Updated: March 21, 2024