Refund Policy

Just in case

What you need to know about refunds

We’re sad to see you go…

You can find our refund policies here according to your purchase type.

Good to know

Program Policies

Before the beginning of the session:

Customers may receive a full refund if notification is obtained by email more than 5 BUSINESS DAYS before the start of their class.

Cancellation requests must be received by email (administration@excellentice-kirkland.com) and can only be processed by management.

Any cancellation request made fewer than 5 BUSINESS DAYS prior to the start date of your scheduled class will result in a $40 cancellation fee.

Once the session has started:

Customers may withdraw from their class during the first week and receive a refund for the REMAINING classes in their session.  The cancellation fee of $40 will be deducted from the refund.  Requests must be made by email within 24 hours at the latest after the first class to receive a refund.

If customers withdraw by email between weeks 1 and 2 of the session and within 24 hours at the latest after the 2nd class they may receive an Excellent Ice Kirkland account credit for the remaining classes, subject to the $40 cancellation fee.  The credit may be applied for future registrations or rentals.

No refunds or credits will be issued after week 2.

PLEASE NOTE: Customers withdrawing from their program after the first class of the season must notify us by email more than 5 BUSINESS DAYS before their second class to receive a refund or credit for that class.  If a customer decides to withdraw from the class with less than 5 BUSINESS DAYS notice, that class will be counted as “attended” as instructors and lessons have already been scheduled based on class sizes. 

No refund or credit will be issued after the first two weeks of classes have been completed.

Missed classes

There are NO REFUNDS OR CREDITS for missed classes.

Make-up classes

There are NO MAKE UP CLASSES for missed classes.

In the event that Excellent Ice Kirkland needs to cancel a class:

If Excellent Ice Kirkland has to modify its schedule (e.g., unforeseen ice closure due to equipment malfunction), we will postpone a class to the next available week when possible to ensure customers receive their full season. Should we have to cancel a class altogether due to unforeseen circumstances (facility closure, equipment malfunctions, power failure, other acts outside of our control, etc.) once the season has begun, participants may be eligible to receive an in-house credit for the missed class, at Excellent Ice Kirkland’s discretion. These situations will be reviewed on a case-by-case basis and are not guaranteed any compensation. No refunds will be given for classes under these circumstances.

If a class is cancelled completely for the season before it even begins (e.g., insufficient number of participants, facility closure, etc.), you will receive a full refund.

Excellent Ice Kirkland will communicate with you to inform you of its decision. In these cases, we kindly ask for your patience in the matter.

TEAMS/Free Agents

Before the beginning of the season:

Customers registered as TEAMS/Free Agents may receive a full refund if notification is received by email at administration@excellentice-kirkland.com more than 15 BUSINESS DAYS before the start of the season.

Any cancellation request made fewer than 15 BUSINESS DAYS prior to the start date of the league will be subject to a $175 cancellation fee for teams and a $75 cancellation fee for free agents.

Once the season has started:

No refunds will be issued for team or free agent registrations after the start of the season.

No refunds or credits will be issued for missed games, nor for expelled players or teams.

NOTE: If a player registered on a team wishes to withdraw from the league, they must make the necessary arrangements with their team manager. We cannot process any refund for a team registration as the player’s withdrawal means the team will now be responsible for the remaining balance on their account. The same requirements and deadlines apply.

In the event that Excellent Ice Kirkland needs to cancel a game:

In the event that Excellent Ice Kirkland has to modify its schedule (e.g. unforeseen ice closure due to equipment malfunction), we will postpone a game to the next available week when possible. Should we have to cancel a game altogether due to unforeseen circumstances (facility closure, equipment malfunctions, impossibility of rescheduling a game due to team absences, power failure, other acts outside of our control, etc.) once the season has begun, no refunds or credits will be issued. No refunds will be given for games under these circumstances. It is possible that other scenarios may be considered but this is not guaranteed.

If a season is cancelled before it begins (e.g. insufficient number of participants, facility closure, etc.), you will receive a full refund for your registrations.

Excellent Ice Kirkland will communicate with you under these circumstances.

Before the beginning of weekly classes:

Customers may receive a full refund for their week of classes if notification is received by email at administration@excellentice-kirkland.com more than 5 BUSINESS DAYS before the start of their week.

Any cancellation request made fewer than 5 BUSINESS DAYS prior to the start date of the week of classes/camp will be subject to a $40 cancellation fee.

Once Classes have started:

No refund or credit will be issued once the week of classes/camp has started other than for serious illness or injury with valid medical documentation. There are no refunds or credits for missed days.

Before the beginning of classes:

Customers may receive a full refund for their full week of summer camp if notification is received by email at administration@excellentice-kirkland.com before June 1, 2024.  

Any cancellation request made later than June 1, 2024 will be subject to a $100 cancellation fee.

Once Classes have started:

No refund or credit will be issued once the week of classes/camp has started other than for serious illness or injury with valid medical documentation. There are no refunds or credits for missed days.

ICE RENTALS

Customers must notify us by email at administration@excellentice-kirkland.com 5 business days in advance if they wish to cancel or modify their ice or room rental and receive a refund for their purchase.

Cancellation requests must be received by email  and can only be processed by management.

No refund will be issued to customers who fail to show up for their rental.

PRIVATE LESSONS

Customers must notify us by email at administration@excellentice-kirkland.com 48 hours in advance of their lesson to receive a refund. 

Refunds will not be issued for no-shows as instructors have been scheduled and are present for their lessons.

In the event that Excellent Ice Kirkland needs to cancel a rental:

If there is a period when Excellent Ice (Kirkland) Prop. is unable to provide ice times due to mechanical failure or for any reason beyond its control, the customer will have the choice to receive the same number of hours that were missed at agreeable times or may reduce its rental by the number of hours missed.

Please read

Disclaimer

By completing your purchase, you assume the responsibility of ensuring you respect safety and social distancing protocols issued by the government of Quebec and Excellent Ice Kirkland. If you have any illness symptoms, you cannot attend your activity. Excellent Ice Kirkland is under no obligation to offer refunds or credits for missed games.

All participants are responsible for ensuring that they follow the safety guidelines put into place by Excellent Ice Kirkland. Each participant is responsible for following the facility rules. Failure to comply with these directives will result in the immediate removal from the facility.

All participants (including coaches and instructors) must always wear a CSA approved hockey helmet and skates on the ice.

Contracts must be signed prior to ice times.

Persons using these facilities do so at their own risk.  The owner and operator of these facilities, EXCELLENT ICE (KIRKLAND) PROP., its directors and employees shall not be responsible for any loss or injury occurring in connection with the usage of these facilities.  The users agree to waive and release EXCELLENT ICE (KIRKLAND) PROP., its lessees, directors, and employees from all claims for loss or injury however caused that may occur while using these facilities, including claims for loss and injury that may be caused or contributed to by the negligence of EXCELLENT ICE (KIRKLAND) PROP., its lessees, directors, or employees.

Get in touch

Contact us for more information

administration@excellentice-kirkland.com