Grand Island Recreation Department
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Program Policies and Procedures


Program Policies and Procedures
 
Cancellation & Refund Policy:
 
Refunds and account credits will not be issued except as stated in this policy.
 
  1. Refunds or account credits will be issued for:
  • Cancellation of a program by the Recreation Department
  • Medical reason a participant cannot partake in a program (a medical note may be required)
 
  1. Refunds will be issued to the credit card used to pay for the program if possible. Refunds to a credit card may take 2-3 business days to process.  Payment for a program made by cash, check or that cannot be refunded to a credit card will be issued by Town check to the account holder and may take up to 4 weeks to process.
 
  1. Refund or Account Credit – if a refund or account credit is warranted, registrant will have the choice of receiving a refund or account credit. Account credits do not expire and can be used towards future Recreation Department programs.
 
  1. Prorated refunds – if a program cancellation or participant medical reason to not participate occurs during a program session a prorated refund or account credit will be given.
 
  1. Refunds or account credits will not be given after a program starts or for any other reason other than stated in this policy.
 
  1. Program registrations and fees are non-transferable – i.e. a registrant’s spot cannot be given to someone else
           
Email, Text Message and Website Notifications:
 
  1. Email and text message notifications can be updated in your account settings under the notifications link.
 
  1. Email and text message notifications are used for general announcements and last-minute cancellations due to weather or other unforeseen circumstances. We try to limit the number of general announcement emails we sent out to 12-15 per year so you are not inundated with emails from the Recreation Department.    
 
  1. Once registered for a program, reminders are not sent out unless there is a change to the program. It is the responsibility of the registrant to remember programs they registered for.
 
  1. Test message notifications – in general, text messages are used as a quick form of communication in the event of a cancellation, emergency or other urgent situation. General announcements are not sent out by text message.
 
  1. Email notifications – please note there are two options when selecting email notifications:
 
  • General Notifications – general notification emails are used for general announcements for programs and events run by the Recreation Department including registration opening dates, program changes in advance, special events etc.
 
  • Cancellation Notifications – cancellation notifications are only sent to the specific program /s affected by a cancellation or change.
 
  • IMPORTANT DIFFERENCE between general and cancellation emails – if you are signed up for cancellation emails but not general emails, you will not receive an email if it is sent as a general announcement. When we send emails, we have to select to send them as general or cancellation.  This is part of our system that we cannot change.
 
To be sure you receive all information sent out by the Recreation Department we recommend that you sign up for BOTH general announcements and cancellations.
 
  1. Website Information
    • Information sent by email or text message is also posted on the website.
    • General program information can be found under the program information and / or on the homepage under announcements.
  • Cancelations and urgent information will be at the top of the home page as an alert.
 
Weather Policy:
 
  1. Programs are subject to postponement, cancellation or relocation due to inclement weather causing safety concerns.
 
  1. Decisions are made in a timely manner but may be different based on program and weather forecast. We try to keep programs running and may delay a decision until closer to the start time of the program.
 
  1. Cancellations and changes due to weather will be posted on the department's website home page and send out by text message and email to the affect programs.




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