Magazine article Parks & Recreation

Sound Off: If Your Agency Has a "No Questions Asked" Refund Policy, What Has the Public Feedback Been? Has It Encouraged Greater Registration Numbers?

Magazine article Parks & Recreation

Sound Off: If Your Agency Has a "No Questions Asked" Refund Policy, What Has the Public Feedback Been? Has It Encouraged Greater Registration Numbers?

Article excerpt

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Our program refund policy states that if a full refund is requested, it will be granted without question prior to the start of a program. After the program has started, a refund will be given only for medical

or unavoidable circumstances.

Regarding rental refunds, we will grant a full refund 90 days prior to date reserved, a 50 percent refund 60 to 90 days before date reserved, and no refund if the request is made less than 60 days in advance.

Our registration numbers and rentals have not been affected by the refund policy.

Lynda R. Hand

Marketing Coordinator

Augusta (Ga.) Recreation and Parks

I look at a refund policy from two distinct perspectives. The first is purely one of fiscal responsibility and is based on an agency using a "cash voucher" system to manage refunds. In this particular scenario, each refund requires multiple copies of the cash voucher request, personnel to process it, and administrative oversight on spending. With that in mind, potential benefit derived from an increase in registration is compromised by a strain on agency resources.

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The second perspective is from that of a recreation administrator. In that role, I feel we are compelled to sell the benefits of our services. If a participant requests a refund, a "no questions asked" policy lends to the possibility of complacency by those receiving the request. This "carte blanche" approach to refunds can inhibit dialogue between the agency and the consumer regarding the mitigating factors behind the request.

As a program administrator, I want to know exactly why the participant would like a refund, and engage discussion as to ways that we can remedy any problems that led to his or her dissatisfaction.

Beau Byrtus

Program Supervisor

Old Bridge Township (N.J.)

Parks and Recreation

Our refund policy requires that all refund requests be submitted in writing no less than five business days prior to the first day of a program. Refunds are authorized while a program is in session if the customer becomes physically incapable of participating. …

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