FAQ

What is your refund policy?
Refund request must be made during Parks and Recreation Department business hours of Monday – Friday, 8:00 am – 4:30 pm. All participant program cancellation request must be received at least five business days prior to the start of the program. No refund will be issued after this time.

Refund options are: 50% refund by original form of payment (if by check or cash, refund will be by City check which may take up to 6 weeks to process) or a program credit on your RecPro account, which may be used for any Parks and Recreation Department programs within one year of issue.

Shelter Cancellation requests must be received at least ten business days prior to the reservation date. Refund options above apply. Reservations made within ten business days of the reservation date and not subject to a cancellation refund or credit.

All trips will have a published deadline. No refunds or credits will be granted after this time. Registrations made after the deadline are not subject to a cancellation refund or credit.

What is non-refundable? 
Family Aquatic Center admission tokens/fees/season passes, WPRA discount tickets, pre-purchased goods or services and non-resident charges. Please note: Non-residents who live in the school district must have their account manually approved for residency status before registering.

What if the department cancels a program? 
In the event that the Parks & Recreation Department cancels a program in its entirety the participant may choose between a 100% refund or 100% program credit. In the case of a “single event cancellation” such as instructor illness, inclement weather, or other circumstances that may cancel one (1) class in a session, there will be an attempt to reschedule the class. If the class cannot be rescheduled, no credit or refund will be issued.

What happens if the minimum requirement is not met? 
If a program does not meet the minimum enrollment by the registration deadline, the program may be cancelled and a full refund will be given.

What if my child does not meet the age requirement? 
All participants must meet the minimum age/grade requirements by the first day of class. To be fair to all participants, we will not register a participant that does not meet the age/grade requirements. Failure to indicate a participant’s birth date on the registration form will delay your registration. Please do not request an exception as this is not allowed.

What is your NSF policy? 
A $30 service charge will be assessed on all checks returned due to non-sufficient funds. Once an NSF check occurs, all future payments must be made with cash only.

What is your photograph policy? 
For program promotional purposes, we may photograph our activities and their participants. Photos may be used in flyers, brochures, our website or Facebook. If you do not wish to have you or your child’s photo taken, please notify the office when registering.

What happens when there is inclement weather? 
In the case of inclement weather, programs may be cancelled. Your safety is our concern. If you are unsure if a program will be held, please call our Weather Cancellation Hotline at 608- 825-0950. This line is ONLY updated if there are cancellations and will be updated no later than 30 minutes prior to the start of the program.

Americans With Disabilities Act
We welcome all individuals and families from our community to our programs and facilities regardless of race, color, religion, sex, national origin, age, or disability. If you are a person with a disability and would like information on programs or park facilities, call us at 608-837-3449. Please notify us at least three (3) business days in advance to help us accommodate your request.

When is the registration deadline? 
Unless noted otherwise, the registration deadline for programs is 12:00 pm one week prior to the start of the program. After this point, it is the Parks & Recreation Department’s discretion to determine if additional participants can be added. Please note: Trips and some special events will have a more specific deadline. Please refer to the brochure or call 608-837-3449

Can my unregistered children come to class? 
Out of respect for our program instructors and participants, we ask that you please make arrangements for any children/siblings who are not registered for the program. Unregistered children will not be allowed to participate or remain in the class location, and may not be left unsupervised in the facility.

Do you offer scholarships? 
We are pleased to offer financial assistance to individuals and families that reside in Sun Prairie that may not be in a position to participate due to financial hardship. Funding is available for those persons who qualify. You must fill out a scholarship application one time per calendar year (Jan.–Dec). Most programs are eligible under the scholarship program. Contact our office at 608-837-3449 to obtain a scholarship application.

Do you carry hospital/medical insurance?
The City of Sun Prairie does not provide such insurance coverage for the people participating in sponsored activities. We encourage you to obtain your own insurance prior to, and for the duration of the activities you participate in.

Why do you need my email address?
When you register online your email address is required and there is a box to check for “promotional” material. Because our emails are rarely promotional and usually informative, you may not receive important information such as receipts, program evaluations, cancelled classes, schedule changes and additional classes offered if you do not check the box.

Class Start Times
We ask that all participants arrive to class a few minutes early and be prepared to start class at the published start time. Late arrivals are disruptive to classes and often prevent us from starting on time. This affects the quality of the program for everyone. Thank you in advance for your cooperation!