Service Refund, Change and Cancellation Policy

1. MODIFICATION REQUEST

1.1 Change request before service start

Any request to change a service must be received at least 5 working days before the start of the service that has already been booked and paid for. 

If we receive the request within 5 working days, we will proceed as follows:

• Subject to availability, we will accept changes free of charge. 
• If we are unable to make the desired modification due to space constraints, please refer to section: 2.1 Request for a free refund.

1.2 Change request made less than 4 days before the start of the service

If we receive your service change request less than 4 working days before the start of the services that have been booked and paid for, we will act as follows: 

• If we are able to make the desired change because space is still available, you will be charged a $25 administration fee.
• If we are unable to make the desired modification, please refer to the

section: 3.2 Cancellation and refund request within 4 days of service start date                         

Please note that all requests for changes to day camp services must be sent in writing to Community Recreation Department at the following e-mail address: [email protected] 

Please put your child's name in the subject line and the action MODIFICATION. In your e-mail, mention the week or days you wish to change, the reason and the change you wish to make. EX: My child is registered for the week of July 15 to 19, but we'll be going on vacation that week. Would it be possible to register him/her for the following week instead, i.e. July 22 to 26? 

 We'll let you know as soon as possible whether your change is possible or not. To limit the number of e-mails we receive, and to ensure that we respond to your request, please feel free to mention other possibilities if your first choice doesn't work out.  

EX: If the requested change is not possible, we would be interested in the week from July 29 to August 2 or the week from August 5 to August 9. 

2. REQUEST FOR A COST-FREE REFUND

2.1 Claim accepted with compensation for all costs

A refund of 100% of the fees paid will be granted ONLY for the following reasons:

• Cancellation of service and activities by the Community Recreation Department
• For reasons of transfer, deployment or military course (at any time and in proportion to services received) 
• For documented medical reasons (at any time and in proportion to services received)
• Change request received within 5 business days, preceding the service that was paid for and for which we were unable to respond positively to the change request. (See 1.1 of this policy)

Please note that all requests for reimbursement for day camp services must be sent in writing with supporting documents (doctor's bill, message of transfer, release or course assignment) to the Community Recreation Department at the following e-mail address: [email protected]. 

Please put your child's name in the subject line and the action REFUND. In your e-mail, mention the week or days for which you would like a refund, the reason and supporting documents. EX: My child is registered for the week of July 15 to 19, but I'll be posted to Valcartier for the rest of the summer. Would it be possible to obtain a refund? Here are my supporting documents. 

Refunds will be made within 30 working days of receipt of the e-mail and supporting documents.

3. CANCELLATION OR REFUND REQUEST WITH CHARGE

3.1 Cancellation and refund request BEFORE start of service

All requests for cancellation of day camp services must be received 5 business days prior to the start of the service that has been reserved and paid for, and will be processed as follows: 

• A $25 administration fee will be required to obtain a refund.

OR

• A credit note for 100% of the value of the service will be issued and will be valid for 12 months on all St-Jean Garrison recreation services. 

3.2 Cancellation and refund request within 4 days of service start date

All cancellation and refund requests received by us less than 4 working days before the start of the service will be processed as follows:  

• A management and administration fee of $35 will be charged.

OR

• A credit note with a penalty of 10% of the total amount due will be issued and will be valid for a period of 12 months for all recreational services at the Saint-Jean Garrison.

4. SPECIAL SITUATIONS BEYOND THE PARTICIPANT'S CONTROL

We are aware that special situations may arise, such as: serious injury or illness, death, difficult family situations, separation, divorce, etc. Please be assured that all special requests will be handled independently and with discretion, taking into account the entire refund and cancellation policy.