Policies & FAQs

1. Why did Parks and Recreation change its refund policy?

The City of New Westminster has revised some aspects of its refund policy to better serve the community/public. This policy has been implemented to maintain a fair and equitable registration process for our customers. A sample of Parks and Recreation customers were surveyed on the proposed refund policy changes, and feedback indicated strong support for implementing these changes.

2. Why are refunds not issued after the second registered program class?

As a customer, you have until the end of the day of their second class to determine if the program or activity is a match for your ability level and interests. This provides enough time for you to make the assessment if the program is suitable to your needs. This policy change will also assist the Parks and Recreation Department in maintaining reasonable fees by recovering direct program costs through program registrations. Prorated refunds are granted until the end of the day of the second class and are subject to a $10.00 withdrawal fee.

3. If I withdraw from a program will there be a withdrawal fee charged?

If you withdraw more than 7 days before a registered program begins you are NOT subjected to the $10.00 withdrawal fee.

Effective November 21, 2019 all eligible withdrawals from registered programs subject to a $10.00 withdrawal fee that will be deducted from the refunded amount.

No refunds are issues for:

• registered programs offered by or with third park service providers if the Department has incurred third party provider costs and the refund request has less than seven days' notice.
• Day Camp with less than five days' notice
• Private Lessons with less than seven days' notice
• curriculum based school programs with less than seven days' notice.

4. Can I withdraw or process a refund online?

All refund requests must be in-person or by phone.

5. I have injured myself or have an illness, can I still receive a refund after the second class is complete?

In extraordinary circumstances, your request may be considered. In certain cases, a doctor’s note may be required.

6. I received a gift card and I don’t think I will use it. Can a refund be issued?

Gift cards are non-refundable, but you can give it to family members or friends.

7. I paid by cash for a purchase, can I get a cash refund? 

Cash refunds below $20.00 may be issued at the place of purchase if the original purchase was a same-day transaction. A receipt, or client account transaction record, is required for merchandise refunds. Cash refunds exceeding $20.00 will be issued by a cheque that will be mailed to you within 4 weeks of the request.

8. What happens if the program I registered for is cancelled?

You will be issued a refund the same way you paid. If paid by cash or debit, the credit will be on your account or refunded by cheque. It may be prorated (as applicable).  

9. The program that I registered for was not suitable because of a safety concern. Can I receive a refund?

Transfers or refunds are granted if the program is not suitable for you (i.e. ability, safety, maturity concerns, etc.) and prorated as applicable.

1. Will I be charged a fee if I cancel a rental booking? 

Depending on the rental and cancellation notice given, the fee may be refundable, partly refundable or non-refundable. There may also be refund restrictions and cancellations fees with some rental bookings.

2. I rented some equipment from Parks and Recreation but didn’t use it. Can I get a refund?

Equipment rentals are not eligible for refunds.

3. I booked a picnic shelter but the weather looks rainy, can I get a refund?

Picnic shelter fees are non-refundable unless the space is rebooked.

4. I booked a space (e.g., aquatic, gymnasium, or sports field) and I need to cancel it with less than 7 days’ notice. Do I get a refund?

If less than 7 days cancellation notice is provided, refunds are not provided.

1. How do I know if my pass expires?

You can ask any front counter staff to check your account or you can log-in to your account and check your pass status.

2. I have purchased an Active 10 Pass, how long do I have to use it before it expires?

The Active 10 Pass expires three years, less a day, from the date of sale.

3. I received a courtesy pass for a free admission visit. How long do I have before it expires?

Courtesy passes now have expiry dates up to one-year from the date of issue.

4. Do gift cards expire?

Parks and Recreation gift cards will never expire. However, please note that gift cards are non-refundable but can be transferred to family members or friends.

1. I have a credit balance greater than $50 on my account, is it available to be used for any department purchase anytime?

Many account credits have been moved from our old software application to our new application. If your credits was moved, it is available for your use. If is was not moved, your credit is available for a refund.

2. I have a credit balance less than $50 on my account, is it available to use for any department purchase anytime?

Account credits will be available for any department purchase for up three years. If your credit is over three years old and under $50, it is subject to our Recognition Policy and will not be available to you.