Community Services Refund Policy

In order to request a refund for a program or rental or to cancel your membership, please contact us at 817-748-8955 or experiencesouthlaketx@ci.southlake.tx.us. Please review the Refund Policy below prior to submitting your request.

Customers shall submit refund requests to Community Services in writing using the online Customer Adjustment Request (CAR) Form. The City shall process credit card & credit to account refund payments within seven (7) business days. The City shall mail a refund check within thirty (30) days of the refund request for original transactions paid with cash or check. The City of Southlake reserves the right to grant exceptions to the stated guidelines.

Memberships

Memberships are non-refundable and non-transferable. A customer shall submit a request at least seven (7) business days prior to the next auto payment date in order to stop the payment from being processed. The City shall set all passes requested for non-renewal for the next billing date. Members may continue to use the membership through the date already purchased. The City will not issue prorated refunds for memberships.

Customer is responsible for any fee difference (i.e. Adult to Family membership). The updated monthly fees are due immediately and membership type adjustment will take place when the fees are paid. When adjusting to a membership type with a lower fee, no refund will be given and the membership type will be adjusted on next scheduled billing cycle.

If the Member submits a request within 30 days of enrollment for any membership fees previously paid at a rate other than the customer's eligible rate, the City shall adjust and refund the difference. If outside of the 30 days window, the City shall schedule the rate change to take effect during the next billing cycle.

Senior Center Annual Memberships are paid in full at time of purchase and are non-refundable and non-transferable.

Day passes, including Child Watch, are non-refundable and non-transferable.

Point of Sale & Concessions

To exchange or receive a refund for a Point of Sale Item, customer shall return item unopened and free of damage within thirty (30) days of purchase, with the following exceptions: a. Perishable food items are non-refundable; b.    Consumable items are only refundable on the day of purchase; and c.When a customer requests a refund for a point of sale purchase without a receipt, the City shall issue a gift card.

Programs & Classes

The City shall issue a refund on a pro-rated basis until the second class/game. A five dollar ($5) administrative fee shall apply per registration item.

The City shall not issue a refund for athletic team fees after the City releases the league schedule. A thirty five dollar ($35) administrative fee shall apply per registration item for any refunds prior to the schedule release.

Customers shall submit a refund or transfer request for Camp Mania, Teen Scene, Cross Timbers Nature Camp, and Cross Timbers Forest Preschool programs at least seven (7) business days prior to the start date.  The City shall not issue a refund after this date. A thirty five dollar ($35) administrative fee shall apply per registration item refunded.

Customers shall submit a refund request for one-day programs at least three (3) business days prior to the program start date. The City shall not issue a refund after this date. A five dollar ($5) administrative fee shall apply per registration item.

Refund requests for Under Armour Under the Lights program. A full or 100% registration fee refund will be issued if refund requested before uniforms are ordered for the league which occurs 4 weeks prior to first week of games. A half or 50% registration fee refund will be issued if requested after uniforms are ordered and prior to the 2nd game of the season - not 2nd week of the season. No refunds will be processed after the 2nd game of the season. In the event that the Under the Lights Flag season is canceled prior to the 4th game of the season due to an unforeseen event such as a COVID-19, then half or 50% registration fee refund will be processed. If the season is canceled after the 4th game of the season due to an unforeseen event such as a COVID19, no refund will be processed.

Personal training packages are non-refundable and non-transferable.

If the customer submits a request within thirty (30) days of registration for any fees previously paid at a rate other than the customer’s eligible rate, the City shall adjust and refund the difference.

Senior Programming - The City shall issue a refund on a pro-rated basis until the second class. Customer must submit a refund request for one-day programs at least five (5) business days prior to the program start date.

Champions Club Rentals

In the event of cancellation by customer, deposits are non-refundable and non-transferable. For Champions Club rentals, the City shall calculate the amount of the refund due to the customer as a percentage of the original rental and related charges for the event based on the number of days the customer submits the refund request prior to the date of the scheduled event:

a.    0 - 14 days   - 0% refunded;

b.    15 - 29 days - 50% refunded; or

c.    30 or more days - 100% refunded.

For transfers, the customer shall schedule the reservation at the time of the transfer request, which shall occur within six (6) months of the original event date. Only one cancellation/transfer request shall be allowed per original reservation. Therefore, a reservation shall not be transferred and then cancelled and receive any refund amount. To qualify for a transfer:

1.    For party package reservations, customers shall submit the transfer request ten (10) business days prior to the event day.

2.    For facility rentals, customers shall submit the transfer request three (3) business days prior to the event day.

3.    For party add-on adjustments, customers shall submit all adjustments seventy-two (72) hours prior to the event date.

In the event of damages or overages, the City shall apply the deposit to the applicable charges. For damages totaling greater than the deposit amount, the City shall bill the customer for the remaining balance.  

Legends Hall Rentals

In the event of cancellation by Lessee, all deposits are non-refundable and non-transferrable. Lessee shall submit a written letter of Cancellation. Lessee shall receive a final invoice of cancellation charges per the City approved Fee Schedule. When multiple events are listed on one contract, cancellation arrangements shall apply to each event date separately. Lessee is required to pay all cancellation charges in full within thirty (30) days of invoice receipt.

If Lessee opts to reschedule their Event, the following will apply:

a.    The request for reschedule shall occur thirty (30) days prior to the event. If the request falls less than thirty (30) days prior to the event, the City considers it a cancellation without the option to reschedule.

b.    The Lessee shall select the new event date within seven (7) business days of the request to reschedule and the event shall be held within one hundred eighty (180) days of the original event date.

c.    The Lessee shall sign an addendum to the contract within twenty four (24) hours of receipt.

d.    Lessee forfeits the deposit on file.

e.    Only one cancellation/transfer request shall be allowed per original reservation. Therefore, a reservation shall not be transferred and then cancelled and receive any refund amount.   The deposit shall be forfeited and new deposit shall be paid with a signed addendum.

In the event of cancellation by the City for reasons other than the default of Lessee, the City shall refund the amounts actually received to the Lessee within thirty (30) days of such cancellation as Lessee’s exclusive remedy for any claims of Lessee arising out of such cancellation.

Following the conclusion of the Event, the Office Assistant (OA) or designee shall present to Lessee an itemized invoice reflecting charges for rental, services or equipment used by Lessee and damages or non-routine cleanup costs incurred during the Event. The invoice shall reflect any credits for compensation previously received by the City. The balance, if any, owed to the City is due and payable within thirty (30) days upon receipt of invoice, unless otherwise agreed to by the Hospitality and Sales Manager in writing.

Park, Pavilion & Field Rentals

Customers shall submit a refund or transfer request at least three (3) business days prior to the event date.

For transfers, the customer shall schedule the reservation at the time of the transfer request, which shall occur within six (6) months of the original event date. In the event of inclement weather on the event date, the City shall grant a transfer if the customer requests within three (3) business days after the event date.

In the event of damages, the City shall apply the deposit to the applicable charges. For damages totaling greater than the deposit amount, the City shall bill the customer for the remaining balance.