HSFO REFUND AND COMPLAINT POLICY

 I.          REFUNDS

 A. In the event of an HSFO cancellation of an Association event, such as the Annual Conference, Planning Meeting, or Training session, the Training Committee Chairperson, or Program Committee Chairperson, or Arrangements Chairperson, shall notify the Executive Committee.

    1. The Executive Committee and the Program Committee Chairperson, or Training Committee Chairperson, or Arrangements Chairperson, will convene and decide whether the Annual Conference, Planning Meeting, or Training Session, should be rescheduled or cancelled. The Executive Committee will attempt to reschedule the event whenever and where ever possible.

     a.)    If the event is rescheduled with different dates or different city location, registrants will be notified as soon as possible. Registrants will be provided the option of either a full refund, application of paid credit to the rescheduled event, application of paid credit to another training session, or application of paid credit for any other HSFO event.

     b.)    In the event of an HSFO cancellation, registrants will be notified as soon as possible. Refunds will be available to registrants within 15 business days of the HSFO cancellation. Registrants will be provided with the option of either a full refund via check or credit card, or application of paid credit to the rescheduled event, application of paid credit to another training session, or application of paid credit for any other HSFO event.

 B. In the event of a REGISTRANT cancellation of their attendance at the Annual Conference, Planning Meeting, or Training session, the registrant shall have the obligation to notify HSFO.

   1. HSFO must be notified at least 5 business days prior to the commencement of the event via email (office@hsfo.com). A notification of less than 5 business days is non-refundable. No refunds shall be made for "no-shows".

   2.  If fees were paid by cash or check, full refunds of 100% will be issued to the participant via check within 15 business days after the event is completed. However, if fees were paid by credit card, a 10% handling fee will be assessed to cover the Association's costs, and the balance refunded to the participant's original credit card, or by bank check, at HSFO's option, within 15 business days after the event is completed.

  II.        COMPLAINTS

 Upon receipt of any complaint via email (office@hsfo.com), the issue will be handled by HSFO in a three step process.

 Emails should include sender's full name, area code and telephone number, and email address, as well as a detailed description of the complaint.

 A. HSFO will forward the complaint to the appropriate Committee Chairperson.

 B. The responsible Committee Chairperson will review the complaint and attempt to resolve any and all issues within 10 business days of receipt of the complaint.

 C. If the Committee Chairperson fails to resolve the issue within 10 business days, the complaint will be elevated to the Vice-President of the Association (as defined in the Association By-laws: Article 4, Section 4), who will review the complaint and propose to the HSFO Board a final determination or resolution. The HSFO Board will issue the final HSFO response to be transmitted to the complainant.

  III.      OTHER - Transportation, Lodging, etc.

 A.  HSFO is not responsible for reimbursement of any transportation and /or lodging costs or any other transportation and /or lodging cancellation penalties or change fees imposed by the transportation company or the lodging facility and incurred by the registrant in conjunction with any HSFO event.