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Answers to FAQs For Online Registration Customers
- Q: How do I establish an online account?
- A: All persons who plan to register for a parks and recreation program must first have an established account. From the registration home page, click on "Create an Account" to provide the necessary information, including contact information, an email address and a password. After account information is provided, an confirmation email will be sent. Transactions cannot be initiated until an account is confirmed. An account set up online will be valid for both online and in-person transactions.
- Q: What is your cancellation policy?
- A: As of July 1, 2021 our cancellation policies have been updated. Refer to each activity below for the specific cancellation policy. Any credits issued to your account will expire 1 year after issuance. For cancellation specific questions contact the program coordinator or supervisor.
PROGRAM POLICY
Facilities (permits/reservations)
Reservations should be cancelled no fewer than ten (10) business days prior to the use date for a refund (permit processing fees are not refundable). For late cancellations, 75% of the facility reservation fee will be refunded to the original purchase card, or via check if cash or check payment was made. Reservations canceled by the Parks and Recreation Department for unusual circumstances/weather-related events will receive a refund of all fees, with the exception of permit processing fees, as applicable.
Youth Services
Summer Camp Registrations:
Families should only register for weeks you need care and know you will be attending. $5 registration fee per week is due at time of registration and non-refundable. Payment may be made at time of registration or a payment plan may be selected. If a payment plan is chosen, a credit card will be required to be entered, allowing payment to automatically be made 2-weeks prior to the start of Camp. (Payments can be made online, over the phone during business hours, or payment dropped at the Parks and Recreation office). If payment is not received, spot will be forfeited, and the next
person will be allowed to register.
Parks and Recreation staff will not be responsible for reminding families to pay; unpaid balances will result in losing camp care.
Cancellations may be made up to 1-week in advance; for families who have paid in advance and request a cancellation, money will be left as a credit on account. $5 registration fee is non-refundable. For families who continually cancel programming, spot will be forfeited.
If care is no longer needed, please communicate to Parks and Recreation staff as soon as possible. If a family continues to cancel camp care with two weeks or less notice (meaning other children do not have an option to use the spot), staff may remove the child from upcoming weeks and allow a family on the waitlist to have the care.
Refunds are not retroactive and will be issued after the start of camp.
Processing fees are non-refundable.
Contract Classes
Cancellations must be requested seventy-two (72) hours prior to the start of the first-class activity date and time, unless otherwise noted in the program description. Credits towards another activity are strongly recommended and refunds are approved on an instructor-by-instructor basis. If a class is cancelled by the instructor, refunds will be processed unless the student wants to apply the credit towards another program offered by the Department.
Adult Softball
Full refund or credit can be issued if notified 48 hours after Registration Deadline. Anything after this deadline will be up to the Sports Coordinator to weigh extenuating circumstances only. No refund or credit after Season commencement. Classes or sessions will not be refunded for games.
Youth Sports - Clinics
(Youth Basketball and Futsal Registration is through YMCA)
Credit can be issued if notified 48 hours prior to commencement of class. Less than 48 hours before class starts, 75% of the program cost will be credited to your account. No refund or credit after class commencement, unless Department Management approval. Classes or sessions will not be refunded for missed attendance.
Special Events
Should you, for any reason, need to cancel your event, you must first notify the Community Services Supervisor. Written notice of cancellation must be received no fewer than 30 calendar days prior to the start of the event. Verbal cancellation will not be accepted. The Special Event Permit Application fee and permit processing fee are non-refundable. It is also possible that fees related to other city services (I.e. Streets, Police, Fire, etc.) will still be incurred. Full payment is due 30 days in advance of the event date. If full payment is not paid 30 days in advance of the event date, the event will be subject to cancellation.
The City of San Luis Obispo Reserves the right to relocate and/or cancel an event due to weather and/or turf conditions that may cause the event site to be unsafe or unsuitable for event activities.
Aquatics
Refunds are not available for Swim Lessons, however credits may be provided if notified 48 hours before the first lesson starts. If you need to cancel within 48 hours of the first lesson start time, you will receive 75% of the program cost credited to your account.
Refunds are not available for Lifeguard/CPR/First Aid Class, however credits may be provided if notified 48 hours before the start of the first class.
Golf
Class fees will not be prorated or credited for missed sessions. If you choose to unenroll from your class, you should contact the instructor in advance of the first class start date and time in order to reschedule for a later class date and time. Refunds will only be issued when the instructor cancels the class and another class time is not feasible.
- Q: What is a processing fee?
- A: A Processing Fee is is a charge associated with processing online payments. The charge is based on the transaction subtotal amount. Currently the online registration processing fees are as follows:
Program Cost + 4.7%
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