Upgrades & field changes

I'm wondering what a racer is supposed to do when they have pre-registered for a race well in advance (let's say, not very hypothetically, Pescadero), upgraded, and made several attempts to contact the promoter through the contact information given on the flyer in order to update their registration with the new category, only to be ignored repeatedly and have their new category fill while waiting for a response. Does the promoter have a responsibility to refund the racer's entry fee, or to place them in their new category to make up for their lack of a timely response?

In general I personally have found promoters very accommodating and quick to respond, but unfortunately that is not the case this time.

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