Hamilton Aquatics Credit Note & Refund Policy 2022-2024 PDF

HAQPOLFIN100 CREDIT NOTE AND REFUND POLICY Version: v.1 Effective Date: 01 November 2022 Scheduled Review Date: 01 November 2024 Reviewed by: Head of Finance Appr...

HAQPOLFIN100 CREDIT NOTE AND REFUND POLICY Version: v.1 Effective Date: 01 November 2022 Scheduled Review Date: 01 November 2024 Reviewed by: Head of Finance Approved by: Managing Director Relevant Related Policies: N/A Intended for: All Staff 1. Policy Overview To define the terms and procedure under which Hamilton Aquatics issue and process credit notes and refunds. 2. Responsibilities Swimming Teacher & Coaches: Request credit note and refunds for customers on HamiltonBay. Attach all supporting while making the requests. Communicate to customers on the status of requested credit notes and refunds. Area Managers/Designated Authoriser: Check for the accuracy of credit note amount. Check for the reasons to be in line with the policy. Approve credit notes within 14 days of initial request. Finance Team: Check for the accuracy of credit note and refund amount Check for the reasons to be in line with the policy. Seek approval for exceptional reasons from Head of Finance/Group Operations Director/Managing Director. Set expiry date for the credit notes. Approve credit notes and refunds within 14 days of initial request. Release the payment for refunds within 14 days of initial request. Carry out a monthly sample of 5% of credit notes those approved by Area Managers/ Designated Authoriser to ensure correct calculation and give feedback to operations depts on how to improve accuracy on credit notes granted. HAQPOLFIN100 Page 1 of 3 Internal  3. Narrative Description Credit Notes: The credit note is only valid if authorised by an authoriser of each geographic location or/and Finance team member. Only the Managing Director has the right to appoint the designated authoriser of each location. The credit note can only be redeemed before the expiry date mentioned on the credit note. Expiry date should be set as follows: Issued for Term 1 – Up to end of 2nd week of Term 2. Issued for Term 2 – Summer and up to end of 2nd week of Term 1. Issued for Summer – Up to end of 2nd week of Term 1. Hamilton Aquatics issue credit notes to its members under the following reasons. Swimming Training Fee: When Hamilton Aquatics cancels any lessons or move the lessons to other locations where the swimmer cannot make it. Medical issues persistent for 3 consecutive weeks or more and that is supported by a valid medical note (sick note) from the doctor. The swimmer is not ready for lessons. Reduction in session numbers due to level movements and/or restricted availability. When overpaid or overcharged. When the lesson was missed due to Ramadan or other religious holidays. Swimming Competitions: Under exceptional circumstances a credit note may be given for withdrawals made before the publication of the final programme of the competition at the discretion of the promoter. Publication of the draft programme on the Hamilton Aquatics website is considered as confirmation that entries have been accepted; no refund will be awarded except for medical reason that is supported by a valid medical note (sick note) from the doctor. Refunds: Refunds can only be approved by Finance Team if within the policy, any exceptions should be approved by Head of Finance/Group Operations Director/Managing Director. Refunds should be released within 14 days of the initial request received by the Finance Team. Hamilton Aquatics issues refunds to its members under the following reasons. Swimming Training Fee: The fees paid to Hamilton Aquatics in respect of swimming training services comprise 70% tuition fee and 30% administration and business costs, upon commencement of tuition should a refund be requested; only tuition fee will be refunded on a pro-rata basis for the remainder of the payment term from the date that the refund was requested. HAQPOLFIN100 Page 2 of 3 Internal  The refund is only offered for the below reasons and any exceptional circumstances at the discretion of Head of Finance in consultation with Head of Department. If the lessons are cancelled by Hamilton Aquatics for any reason and there is no alternative, suitable options; 100% of the cancelled lessons. Medical issues persistent for 3 consecutive weeks or more that is supported by a valid medical certificate (sick note) from the doctor; 70% of the lessons missed from the date of written notification. Member is permanently leaving the country provided that if notice is served 3 weeks in advance of leaving the country; 70% of lessons missed. Competitions / Galas: Competitions hosted by Hamilton Aquatics Under exceptional circumstances a credit note may be given for withdrawals made before the publication of the final programme of the competition at the discretion of the promoter. Publication of the draft programme on the Hamilton Aquatics website is considered as confirmation that entries have been accepted; no refund will be awarded except for medical reason that is supported by a valid medical note (sick note) from the doctor. Competitions hosted by other external clubs Under exceptional circumstances a refund may be given for withdrawals made before the club entry has been made to the club hosting the competition. One the club entry has been submitted there will be no refunds under any circumstances. Team trips / Overseas competitions: Deposits – Deposits are to secure a place on a trip or overseas competition and are non- refundable. Balance payments – If Hamilton Aquatics have already made payments in respect of the expenses related to a trip or overseas competition then all refunds will be at the discretion of the Managing Director and will be awarded on an individual basis. For any withdrawals from trips or overseas competitions with less than 14 days’ notice there will be no refunds under any circumstances. Team Kit: No refunds will be given. Faulty kit will be exchanged within 6 months if provided with the receipt. Company Disclaimer: Any unauthorised use, distribution, transmission, alteration or reproduction of this document, or any part of it, may result in severe civil and criminal penalties, and will be prosecuted to the maximum extent possible under the laws of the UAE. HAQPOLFIN100 Page 3 of 3 Internal