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.