Effective 9/11/2025: This policy establishes consistent guidelines for issuing refunds, extensions, and membership adjustments for Teton County/Jackson recreation programs, rentals, and facility access.

General Policy Overview

Management Approval: all refunds, extensions, and membership adjustments are subject to management approval.

Request Procedure: all requests must be submitted in writing or via official refund request forms. Supporting documentation may be required.

Timeframe to Request a Refund or Extension: all refund or extension requests must be submitted within 14 days of the event or issue that prompted the request.

Medical Illness/Injury: In limited cases, a pro-rated refund or extension may be issued in the event of medical illness or injury (doctor's note required).

Refunds: Refunds are processed back to the original payment method whenever possible. Cash/Check refunds are both issued via check.

Refund Timeframes: Refunds are typically processed within two (2) weeks from the date the refund is approved. However, processing times vary depending on the original payment method and timing of refund request.

• Credit/Debit Cards: Typically 5 - 10 business days. Some banks may take up to 30 business days to post the refund to your account.
• Cash/Check: Timeframes vary and can take up to six (6) weeks in rare cases.

Recreation Center

Memberships/Passes: All membership/passes (e.g. Annual, 6-month, Punch) are non-transferable and non-refundable . Members are encouraged to select the pass that best fits their needs and usage frequency.

• Time-Based Passes (e.g. Day, 6-Month, Annual)
  • Unlimited access during your membership period.
  • Great Value if you visit 3+ times per week.
  • Ideal for regular fitness routines or families using multiple amenities.
• Punch Passes (e.g. 10-Punch, 15-Punch)
  • Pay only for the visits you use. 
  • Perfect if your schedule is unpredictable or you visit less than weekly.
  • Expires in two years.
• No refunds, partial or full, will be issued due to non-use, change in personal circumstances, or schedule conflicts.

Unscheduled Short-Term Closures: Unscheduled short-term closures (less than 10 days) or interruption of specific amenities (e.g., Fitness Center, Climbing Gym, Aquatics Center) due to maintenance, weather-related closures, or emergency are a normal part of facility operations and do not qualify for refunds.

Merchandise: 

• No refunds on opened/used merchandise.
• Unopened and unused merchandise may be returned within 30 days of purchase with valid receipt.
  • For the health and safety of all our customers, all swimwear sales are final. We do not accept returns or exchanges on any swimwear items. Please ensure sizing and fit before purchasing.

Exceptions (Memberships/Passes)

Initial Purchase Period: Refunds requested within seven (7) days of initial purchase may be eligible for a full refund, provided that the membership/pass has not been used.

Permanent Relocation: Permanent relocation out of the area (with proof of address change) may qualify for a partial refund.

Unscheduled Extended Closures: Unscheduled extended closure of the facility or a specific amenity exceeding 10 consecutive days may qualify for a pro-rated extension or guest pass.

• Amenities unavailable during routine maintenance or improvement projects are not considered unplanned.
• Punch Passes: No refunds will be issued for punch passes. If the facility is closed for an extended period (30+ days), expiration dates may be extended.

Programs

Programs Canceled by Department: If the Parks & Recreation Department cancels a program, participants will receive a full refund.

Withdrawals Requested by Participant: If the participant requests to withdraw from a program.

• One-Time Transfer: 2+ hours before program start: A one-time transfer per class/activity registration is permitted to another like class or activity, subject to availability; -or-
• Refund: 
  • 48+ hours before program start: Full refund. For multi-session programs, a pro-rated refund will be issued.
  • Less than 48 hours before program start: No refund.
• For certain events and activities, special cancellation and refund policies may apply; when applicable, these will be clearly communicated in writing

Youth Programs

Single/Per-Day Programs (e.g. No School Adventure Days, Special Events)

• 10+ days before program start: Full Refund.
• Less than 10 days before program start and anytime after the program has already started: No Refund.

Session-Based/Afterschool Programs (e.g. Kid's Club, Climbing Club)

• 10+ days before program start: Full Refund.
• Less than 10 days before program start and anytime after the program has already started: Pro-rated refund minus $25 administrative fee.

Camp Jackson

• 3 weeks before program start: Full refund minus $25 admin fee per child, per week.
• Less than 3 weeks before program start: No refund.
• No refunds will be issued for campers arriving late, leaving early, behavior related dismissals from camp, or unable to attend all or part of a session.

Facility Rentals

Cancellation Requests

• 48+ hours in advance of reservation: Full Refund.
• Less than 48 hours in advance: No Refund.

Outdoor Facilities 

• Rain or Shine Standard Use: Outdoor facility rentals are held rain or shine. Refunds will not be issued due to normal seasonal weather (e.g., rain, cool temperatures, wind). Please plan accordingly and bring weather-appropriate gear.
• In the event of severe weather (e.g., lightning, flooding, high winds exceeding 40 mph) rentals may be rescheduled or refunded.

How to Request a Refund

Email your name, contact info, receipt or registration details, supporting documentation (if applicable), and reason for the request to the area supervisor (below) and Recreation Superintendent, Cody Daigle, cdaigle@tetoncountywy.gov