PRINCIPLE:
The West Shore Parks & Recreation Society (WSPRS) will deal with account refunds in a fair, timely, responsible, and fiscally accountable manner and in accordance with good accounting and customer service practices.

POLICY:
CANCELLATION AND WITHDRAWALS

General Programs (arena, fitness & wellness, arts & culture, sport, camps, and adult and youth; see below for aquatics, birthday parties, childcare, and personal training & rehabilitation)

For pro-d Day, winter break, spring break and summer camps, full credits or refunds will be processed by contacting reception a minimum of 7 DAYS prior to the start time of the camp.

For all other courses/programs, full credits or refunds will be processed by contacting reception a minimum of 3 DAYS prior to the start time of the course/program (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.

Drop-in classes
Cancellations for all drop-in classes will be refunded if submitted at least 12 hours prior to the scheduled start time. No refund for any class cancellations within 12 hours of the class start time.

Indoor Pickleball
Cancellations online are available 12 hours in advance of the class time. Cancellations less than 12 hours before class time must be made by calling reception. Refunds are provided for cancellations, provided the session doesn’t drop below 4 participants.

Outdoor Pickleball Court Reservations
Reservations are non-refundable. Credits will be issued for booking errors and medical reasons on a case-by-case basis.

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 1^st will take effect on December 1^st.) All withdrawals for April, May and June must be received in writing by February 28^th.

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 (for example, notice given by October 30^th will take effect on December 1^st.) 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.

In the event that your account is in arrears over 30 DAYS, you will be notified by our accounts department. Arrangements for payment must be made or the result may be the withdrawal of your child from the program.

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 1^st.) 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
Membership upgrades: General visit passes, specialty visit passes, 1 month, and 3-month memberships, and Greater Victoria Regional passes may be upgraded to either an annual or continuous membership at any time. The annual or continuous membership will be credited with any unused portion of the pass or membership, and a new term will begin.

Membership extensions: All adult and family annual and continuous memberships are eligible for one extension within 12 months for leaves of one month up to a maximum of two months. Visit passes, specialty visit passes, 1 month, or 3-month memberships are not eligible for any extensions.

Cancellations: All visit passes and memberships are non-transferable, non-refundable and are not eligible for extensions. Requests may be granted for cancellations of 3- month, and adult and family annual memberships only for medical reasons, relocating out of the Greater Victoria area, or compassionate reasons, i.e. lost job or other financial situation changes. All cancellations are effective at the end of the month, and the unused portion of the membership will be refunded.

If you cancel your continuous membership after the first billing cycle, the cancellation is effective immediately and you will receive a prorated refund based on the unused portion of the current month. If you decide to purchase a continuous membership after cancelling, the first month continuous will be applied to your membership. The monthly fee is subject to change in accordance with adjustments to the annual membership price.

Lost/stolen cards: A $5 (+tax) replacement fee applies if a pass is lost or stolen.

Greater Victoria Regional Recreation Pass
Greater Victoria Regional Recreation passes are non-transferable, non-refundable and are not eligible for extensions. They are, however, eligible to be changed to a WSPR annual or continuous membership at any time during the existing term.

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 the photograph is received.

In the event a patron is suspended or banned from the facility and has a Greater Victoria Regional pass, the pass/card must be confiscated and destroyed. Notification is sent to the regional admin group to inform them of the of 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:
  Withdrawals from programs after their start date, due to medical reasons, need to be approved by the programmer.

  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.

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.

Email Us

reception@wspr.ca

Call Us

(250) 478-8384

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