Cancellation, Customer Withdraws & Refund Policy

Cancellations, Customer Withdraw and Refund Policy

The Division of Parks & Recreation (DPR) is committed to delivering exceptional programs, services, and facilities. As part of our dedication to excellence, we have established a transparent and equitable policy to guide our staff and customers regarding cancellations and refunds. This policy ensures that issues related to cancellations, customer withdrawals, and refunds are addressed promptly and consistently.

Cancellations, Customer Withdraws and Refund Policy

Facility Closures and Program Cancellations

The Division of Parks & Recreation (DPR) may cancel, combine, or reschedule activities due to low enrollment or other unforeseen circumstances. A minimum of three-day notice is typically provided. A full refund will be provided for canceled activities or if you are unable to attend a rescheduled activity. Activities canceled due to weather conditions or facility closures will be rescheduled when feasible. If rescheduling is not possible, a prorated refund will be issued for reduced activity time. This policy encourages early decisions to minimize impacts to customers and DPR’s ability to deliver services. To qualify for a refund, a customer must have previously made a payment to the Division by check, credit card, cash, or money order.

Customer Program Withdraws

The Division of Parks & Recreation (DPR) activities often fill up quickly after enrollment opens. Customer withdraws, especially those that occur closer to the start of the activity, usually result in available spaces going unfilled. There are also administrative costs associated with cancellations and transfers. This policy provides equitable access to registration activities by encouraging customers to enroll in only those activities they are certain to participate in, providing opportunities for others to enroll. Refunds are not given for absences at activity sessions.

Facility Reservation Withdraws

To qualify for a refund (reservation fee minus a 20% administration fee), withdraw must be made at least 10 business days prior to the scheduled event for shelter reservations, and at least 30 days before the scheduled event for building reservations. Customers also have the option to transfer their reservation to another date or facility, subject to availability. A $10 administrative fee will be charged per transfer. There are no refunds for missed reservations.

Recreation Activities

Type of Cancellation/Withdrawal	Options	Fee Assessed	Description/Notes
DPR cancels activity	Refund	No withdrawal fee (100% of activity cost is refunded)	DPR may cancel programs for reasons outlined in the policy summary.
Customer requests withdrawal or transfer BEFORE the first activity meeting	1) Refund 2) Transfer	1) Refund minus 20% withdrawal fee (customer is refunded 80% of the activity cost) 2) No transfer fee	1) Withdrawal request must be received prior to the first scheduled meeting. 2) At the time of transfer, any remaining balance for the new activity is due in full. If the new activity costs less, the customer will be refunded the difference.
Customer requests withdrawal or transfer AFTER the first activity meeting	Refund	20% withdrawal fee plus the cost of one session will be charged. For single-day activities, the full program cost is nonrefundable.	Refund applies only if the request is made after attending the first session but before the second session begins. For single-day activities, no refund is given.
Customer initiates withdrawal AFTER the second activity meeting has started	No options	No refund (100% of the activity cost is forfeited)	No refund is available once the second session has started.

Park Shelters

Type of Cancellation/Withdrawal	Options	Fee Assessed	Description/Notes
DPR cancels reservation	1) Refund 2) Transfer	1) No withdrawal fee (100% of reservation cost is refunded) 2) No transfer fee	DPR may close facilities for reasons outlined in the policy summary.
Customer withdraws 10+ business days prior to reservation date	1) Refund 2) Transfer	1) Refund minus 20% withdrawal fee (customer is refunded 80% of the reservation cost) 2) $10 transfer fee	1) Withdrawal request must be received at least 10 business days before the reservation date. 2) At the time of transfer, any remaining balance is due in full. If the new reservation costs less, the customer may receive a refund for the difference minus the $10 transfer fee.
Customer withdraws 0–9 business days prior to reservation date	Transfer	$10 transfer fee	Withdrawal/transfer request must be received between 0–9 business days before the reservation date.
Customer withdraws after the reservation date	No options	No refund (100% of the reservation cost is forfeited)	No refund is given once the reservation date has passed.

Ballenger Creek Community Building & Browning Building

Type of Cancellation/Withdrawal	Options	Fee Assessed	Description/Notes
DPR cancels reservation	1) Refund 2) Transfer	1) No withdrawal fee (100% of reservation cost is refunded) 2) No transfer fee	DPR may close facilities for reasons outlined in the policy summary.
Customer withdraws 30+ business days prior to reservation date	1) Refund 2) Transfer	1) Refund minus 20% withdrawal fee (customer is refunded 80% of the reservation cost) 2) $10 transfer fee, plus any difference if the new reservation cost is higher	1) Withdrawal request must be received at least 30 business days before the reservation date. 2) At the time of transfer, any remaining balance is due in full. If the new reservation costs less, the customer may receive a refund for the difference minus the $10 transfer fee.
Customer withdraws 0–29 business days prior to reservation date	Transfer	$10 transfer fee if the new reservation cost differs from the original.	Withdrawal/transfer request must be received between 0–29 business days before the reservation date.
Customer withdraws after the reservation date	No options	No refund (100% of the reservation cost is forfeited)	No refund is given once the reservation date has passed.

Birthday Parties

Type of Cancellation/Withdrawal	Options	Fee Assessed	Description/Notes
DPR cancels activity	Refund	No withdrawal fee (100% of party reservation cost is refunded)	If a make-up date cannot be arranged, the customer will receive a full refund.
Customer requests withdrawal 10+ business day prior to reservation date	Refund	1) Refund minus 20% withdrawal fee (customer is refunded 80% of the party reservation cost cost)	Withdrawal request must be received 10 business days before the event.
Customer withdraws less than 10 business days prior to the reservation date	No options	No refund (100% of the party reservation cost is forfeited)	Withdrawal requests received fewer than 10 business days before the event will not be honored.
Permit fees	No options	All permit fees are nonrefundable.	Applies to all birthday party reservations.