B.C. companies that don't offer cancellation refunds could be at fault with the law

When Grouse Mountain cancelled the week-long spring break ski camps Allyson Haug had paid nearly $1,200 for her two children to take part in, she was understanding.

After all, by March COVID-19 had already started to shut down several of her kids' activities. But when the resort denied her a refund for the ski camps and offered her a credit for next year instead, her understanding was over. 

"I was very surprised because it's an iconic social institution," Haug said. "We're in a unique time and I think we have to come together. And this doesn't feel like coming together."

CBC News has heard similar complaints from dozens of people who say they have been refused refunds for goods and services no longer available because of the COVID-19 pandemic and offered credit instead. 

Consumer Protection B.C. says most retail businesses are responsible for setting their own cancellation policies, but businesses that offer some types of services may be breaking the law if they don't issue a refund. 

Amanda Parry, a spokesperson for the organization, says continuing services contracts, which cover ongoing physical services like yoga studios, dance classes or ski lessons, are legally obliged to offer a refund if they temporarily or permanently stop offering those services. 

"It's possible that these businesses are not aware of the law when it comes to these contracts," Parry said by email. 

If consumers aren't offered a refund, Parry said, they can fill out Consumer Protection B.C.'s cancellation form and send it to the business. If they don't get a response in two weeks, they can file a complaint with the organization. 

Haug says she has emailed Grouse Mountain several times and left phone messages. She also tried getting a refund through her credit card, which she used to pay for the lessons, but representatives told her they're giving companies a bit more time than usual to pay customers back.

Grouse Mountain acknowledged that it's offering a credit for next year for all lessons and passes that were cancelled after the resort closed in March because of COVID-19 — a practice it says is consistent with others in the industry. 

Cypress Mountain is also deferring pre-paid ski lessons to next year. However, the resorts says it has refunded date-specific tickets and trail tickets. 

Haug says getting a full refund wasn't an issue for her children's other activities that were cancelled due to COVID-19.

"Every organization either offered an immediate refund of fees paid when the camps/activities were cancelled or offered a refund when I requested one," she said.

"No questions, no hassles and an outpouring of sympathy and wishes for good health." 

As North Shore residents, Haug and her husband would be willing to consider enrolling their children in activities again next year, depending on their circumstances.

Both she and her husband are self-employed and still working at the moment, but because of the economic uncertainty that comes with the pandemic she would prefer a refund.

Consumer Protection B.C. says it has received several inquiries from people who have encountered similar issues. Parry says the law outlines a formula to calculate the refund owed.