CANCELLATION AND WITHDRAWLS

General Programs
Full credits or refunds will be processed by contacting reception a minimum of 7 DAYS (prior to the start time) for pro-d day, winter break, spring break and summer camps and 3 DAYS (prior to the start time) of all other courses/program start dates (less supply costs).
Full credits or refunds are issued when West Shore Parks & Recreation cancels a program or when the program is not convenient due to course changes.
Every effort is made to cancel in a timely manner (3 to 5 DAYS prior to course start date). Some exceptions may apply.
Refund or credit requests for classes that have passed need to be approved by the program supervisor.

Birthday Parties
Full credits or refunds are issued for cancellations made at least 14 DAYS prior to program start date.

Aquatics

• Swimming Lessons
  Prorated refunds or credits are issued for cancellations made before the SECOND CLASS. After the second class, a withdrawal and credit may be permitted for the remainder of the lesson set if at least 6 classes remain, and only if reception can fill the space from the waitlist. Withdrawal requests less than 72 HOURS prior to the upcoming lesson will be charged one lesson. Classes cannot be rescheduled. Makeup lessons are not provided.
• Advanced Aquatic Courses
  Full credits or refunds are issued for cancellations made at least 7 DAYS prior to course start date. Cancellation requests with less than 7 days’ notice will only be permitted if class enrollment is not below its minimum of 6 participants. Cancellation requests and refunds of materials are not permitted once course has started.

Personal Training & Rehabilitation
At least 24 HOURS notice is required to reschedule personal training and rehabilitation appointments. Cancellation requests less than 24 HOURS prior to the upcoming appointment will be charged one session. Personal Training and Rehabilitation packages expire 6 months from date of purchase. Refunds may be issued for medical reasons at the discretion of the program supervisor.

Childcare

• Afterschool Care and Licensed Childcare – 10-Month Preschool and Nature Preschool
  Withdrawals require a minimum of 1 MONTH’s written notice and will take effect on the first of the applicable month (for example, notice given by November 1st will take effect on December 1st.) If 1 month’s notice is not given, a 1-month fee charge will apply. Notice of withdrawal must be given by the last day of the month. Withdrawals or refunds are not given for a partial month. Notice of withdrawal must be given directly to the program supervisor. No refunds or credits are given for days absent due to illness, appointments, extracurricular activities, visiting friends, vacation, etc. In the case of extended illness, a medical note must be provided, and refunds or credits will be considered on an individual basis.
• Licensed Childcare – Daycare
  Withdrawals require a minimum of 2 MONTHS’ written notice and will take effect on the first of the applicable month (for example, notice given by November 1st will take effect on January 1st.) If 2 months’ notice is not given, a 1-month fee charge will apply. Notice of withdrawal must be given by the last day of the month. Withdrawals or refunds are not given for a partial month. Notice of withdrawal must be emailed to the licensed daycare & preschool programmer. No refunds or credits are given for days absent due to illness, appointments, extracurricular activities, visiting friends, vacation, etc. In the case of extended illness, a medical note must be provided, and refunds or credits will be considered on an individual basis.

Passes and Memberships

Drop-in admissions, visit passes and activity-specific visit passes, 1-month and 3-month memberships and promotional passes are non-transferable and non-refundable but may be upgraded to an annual membership. All annual adult and annual family memberships are eligible for a one-time extension for leaves exceeding 30 DAYS. Leaves for less than 30 DAYS for any membership holder may be granted for medical or personal emergencies. Requests may be granted for cancellations of annual memberships for medical reasons, relocating out of the Greater Victoria area, or compassionate reasons, i.e. lost job or other financial situation change. Cancellations are effective at the end of the month. A $5 replacement fee applies if a pass is lost or stolen.

Greater Victoria Annual Regional Memberships

Greater Victoria Regional Recreation passes are non-transferable, non-refundable and are not eligible for extensions. Requests may be granted for cancellation of Greater Victoria Regional Recreation Passes for medical reasons, relocating out of the Greater Victoria area, or compassionate reasons, i.e. lost job or other financial situation change. The pass holder must hand in their regional pass or provide photographic evidence of both the card and sticker being destroyed. The pass is not cancelled until it has been returned or photograph received. In the event a patron is suspended or banned from the facility the GVAC regional pass/card must be confiscated and destroyed. Notification is then sent to the Regional Managers Group to inform them of the termination. A $5 replacement fee applies if a pass is lost or stolen.

Facility Rentals

Cancellation requests must be made at least 30 DAYS prior to the date of occupancy. Within 30 DAYS of occupancy, the user may reschedule the rental with no refund, or may forfeit the use of the time but will be charged for the rental. If WSPR must cancel usage, they attempt to provide a minimum of 14 DAYS advance notice. For rental credit/refund information, please refer to the rental contract permit or contact the facility bookings offices.

REFUNDS AND ACCOUNTING

Overdue Accounts
Two percent interest may be charged to invoices and accounts more than 30 DAYS overdue. Memberships will be cancelled after 3 months of consecutive failed payments. Delinquent accounts are assessed on a case-by-case basis and may result in withdrawal from programs and may be sent to a collection agency.

Refunds/Credits
Credits are valid for one year from the date of issue. For refunds, payments made by Visa, Mastercard, American Express or debit will be credited to your credit/debit card (some restrictions apply). All other refunds are refunded by cheque and processed within 15 working days. Pro-rated refunds may be granted at the discretion of the program coordinator for medical reasons, relocation outside of Greater Victoria, or course withdrawals requested after the first lesson. A $25 fee will apply to NSF cheques and credit card or electronic fund transfer rejections on a scheduled payment plan. Interest charges may apply.

• Medical Reasons
  Withdrawals from programs after their start date, due to medical reasons, need to be approved by the programmer.
• Relocation to a Community Outside of Greater Victoria
  A refund will be processed once the cardholder requests a refund from reception and returns the pass. Refunds of passes and memberships will be calculated from the end of the month. Refunds to debit/credit cards will be processed within 1 business day and refunds being issued by cheque will be processed within 15 working days and forwarded to the pass holder’s relocated address.
• Additional Information
  Occasionally, a facility may be unavailable due to events, holidays, or closures. In these cases, the pass holder will not be credited. In addition, memberships will not be placed on hold due to vacation or personal circumstances. If the patron is a regional pass holder, the regional admissions card MUST be returned for a cancellation due to medical or relocation reasons stated above. Refunds or credits will be calculated from the end of the month.

NSF Fees

All dishonored payments (bank or credit card) are subject to a $25 service charge (NSF Fee) and may cause the account to be frozen until paid. (This fee is in addition to any fees charged by the patron’s financial institution). Interest charges may apply.

Payment Plan Option
The pre-authorized debit (PAD) plan provides an opportunity to make equal monthly payments for the WSPR annual pass, regional annual pass, and designated registered programs. Payments are made by authorizing the automatic transfer of payments from a chequing account at any Canadian banking institution or to a valid credit card.

Client Accounts
Any individual conducting fraudulent activity on their client account may have their facility access suspended.

Personal Information is collected under the authority of section 33(c) of the Freedom of Information and Protection of Privacy Act and will only be used to manage and administer your WSPR account including program registration, membership or rentals. Questions regarding the collection, use or disclosure of this information may be directed to the manager of finance and administration at 250-478-8384.

Privacy

Personal Information is collected under the authority of section 33(c) of the Freedom of Information and Protection of Privacy Act, and will only be used to manage and administer your WSPR recreation program account including program registration, membership or rentals.

Questions regarding the collection, use or disclosure of this information may be directed to the manager of finance and administration at 250-478-8384.

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questions@wspr.ca

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(250) 478-8384

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