Title
Recreation & Parks Refund Policy Amendment
History
The Recreation and Parks Department administers a refund policy for recreation programs and classes. Refunds for special events, trips and sports leagues utilize protocols which are specific to each.
The refund policy includes 12 guidelines as detailed below. Brief explanations are noted for each refund guideline.
1. All withdrawal requests must be made before the start of the second class and cannot be done online.
• Withdrawals before the start of class are fully refunded less a $5 administrative fee. After the first class, approved refunds are on a prorated basis.
• Online withdrawals are prohibited to permit staff to review and approve withdrawal requests.
2. No refund will be granted after the second meeting of the program or without written medical excuse prior to completion of the program.
• This ensures a participant does not participate in a reduced number of classes, then withdraws impacting the overall class viability and cost recovery.
3. All refunds, including online registration, must be made in person at the Sportsplex or Village Hall.
• Allows review of refund ensuring request adheres to stated rules in the refund policy.
4. A $5 administrative charge will be assessed per program for all refunds over $5 including refunds for medical reasons.
• Fee covers administrative fees including staff time.
• Staff seek approval to allow refunds for a documented medical excuse without assessing the $5 fee.
• Additionally, staff seek approval to levy one $5 fee per transaction instead of per person, per program.
5. Refunds will not be issued if the refund amount is $5 or less. Funds will be left on the customer’s account.
• Processing of a refund of less than $5 is not cost effective.
• The credit on the customer’s account can be used when and as needed for another program, membership or other Recreation & Parks offering.
6. Refunds will not be given on special events, workshops, or certain trips less than seven days prior to the date of the program.
• Deposits made to vendors on behalf of a participant are not refundable.
7. Refunds requested after the start of a contractual class will be subject to proration. Participant will also incur the cost of any related supplies, tickets, etc.
• A prorated refund of a contractual class is consistent with in-house taught program class refunds.
• Payment by the participant for supplies, tickets for attractions, etc., offset the expense made on behalf of the participant for the class.
8. No refunds will be given for adult sports leagues.
• Refunds are allowed prior to the start of a league. After the play has begun, a team’s withdraw jeopardizes the league and results in extensive rescheduling.
9. The online $2.50 convenience fee is non-refundable.
• This fee is paid to the online vendor and is non-refundable to the Village.
10. When any program is canceled or changed by the Recreation & Parks Department, a full refund will be given on the program.
a. No proposed change.
11. Medical excuses will result in a prorated refund based upon the number of classes held prior to the date listed on the physician’s excuse.
• Participants are assessed an appropriate fee based on the number of classes which have occurred, prior to the request to withdraw.
12. Please allow four to six weeks for the refund check to arrive. These may not be cashed at Village Hall.
• Check requests go through a review and approval process that can take up to six weeks.
• Credit card refunds are processed as requested following the guidelines noted above.
As a matter of good customer service, staff seek to 1.) amend item number four eliminating the $5 fee charged to individuals that withdraw from a recreation program with documentation from a medical provider and 2.) assess one $5 fee for a single transaction.
Assessing the $5 fee when a customer withdraws duo to an uncontrollable medical experience has resulted in customer dissatisfaction and a decrease in future participation.
Eliminating the $5 fee for medical withdraws, and accessing one $5 transaction fee is estimated to result in a loss of revenue of $425. In 2024, refund fees generated a total of $1,700.
The proposed change was presented to the Recreation Advisory Board (RAB) on February 4, 2025. The RAB approved the proposed changed in vote of 6 - 1.
Financial Impact
Eliminating the refund fee for documented medical excuses only may result in a loss of $425 in revenue.
Recommended Action/Motion
I move to approve amending the Recreation & Parks refund policy number four as listed above, eliminating the $5 fee charged to individuals that withdraw from a recreation program when documentation from a medical provider is provided, and to assess one $5 fee for a single transaction that includes multiple withdrawals.