Refund Policy

At Canada Code Camp, we are committed to delivering high-quality software development services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions under which refunds may be issued for our services. We believe in transparency and fairness, and this policy is designed to protect both our clients and our business.

1. General Refund Principles

Software development is a custom service tailored to each client's specific requirements. Due to the nature of our work, refund eligibility depends on several factors including project stage, work completed, and the circumstances of the refund request. We evaluate each request individually and aim to find a fair resolution for all parties.

2. Eligibility for Refunds

2.1 Full Refund Eligibility

A full refund may be issued under the following circumstances:

• Cancellation before project start: If you cancel your project before any work has begun (typically within 48 hours of signing the Statement of Work and before the kickoff meeting), you are eligible for a full refund of any deposits paid.
• Service unavailability: If we are unable to commence the project due to our own capacity constraints and cannot provide an acceptable alternative timeline.
• Duplicate charges: If you have been charged multiple times for the same service in error.

2.2 Partial Refund Eligibility

Partial refunds may be issued when:

• Early project termination: If the project is terminated after work has begun, a refund may be issued for undelivered work. The amount will be calculated based on the completed work versus the total project scope.
• Scope reduction: If the project scope is reduced and features are removed before they are developed, a proportional adjustment may be made.
• Milestone-based projects: For projects with milestone-based payments, refunds may apply to unpaid milestones that will not be completed.

2.3 Non-Refundable Items

The following are generally not eligible for refunds:

• Work that has been completed and delivered according to the agreed specifications
• Third-party costs that have already been incurred (hosting, domain registration, API subscriptions, third-party software licenses)
• Consultation fees for completed consultations
• Discovery and planning phases that have been completed
• Customized work that cannot be resold or repurposed

3. Refund Calculation Method

When a partial refund is applicable, we calculate the refund amount as follows:

• We assess the percentage of work completed against the total project scope
• Any third-party costs that cannot be recovered are deducted
• Administrative costs (up to 10% of the project value) may be deducted for project management and coordination already performed
• The remaining balance is refunded to the client

We provide detailed documentation of work completed and costs incurred to ensure transparency in all refund calculations.

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Submit a written refund request to [email protected]
2. Include your project name, invoice number(s), and a detailed explanation of the reason for your request
3. Provide any supporting documentation relevant to your request

4.2 Review Timeline

Upon receiving your refund request:

• We will acknowledge receipt within 2 business days
• Our team will review your request and project status within 5-7 business days
• You will receive a detailed response outlining our decision and, if applicable, the refund amount
• If you disagree with our assessment, you may request a secondary review

4.3 Refund Processing

Approved refunds are processed as follows:

• Credit card payments: Refunded to the original card within 5-10 business days
• Bank transfers: Refunded via bank transfer within 10-15 business days
• Cheques: A refund cheque will be issued within 15 business days

Please note that the time for funds to appear in your account may vary depending on your financial institution.

5. Project Cancellation

5.1 Client-Initiated Cancellation

Clients may cancel a project at any time by providing written notice. Upon cancellation:

• All work in progress will be halted
• We will provide a summary of completed work and deliverables
• A final invoice will be issued for work completed, or a refund calculated for work not performed
• Completed deliverables will be transferred to the client (subject to full payment for work completed)

5.2 Company-Initiated Cancellation

In rare circumstances, we may need to cancel a project. This may occur if:

• The client fails to provide necessary materials or feedback despite multiple requests
• The project scope becomes technically infeasible
• The client violates the terms of the service agreement

In such cases, we will provide full documentation and a fair assessment of any refund due.

6. Quality Guarantee

All our projects include a warranty period (30-90 days, as specified in your Statement of Work) during which we will fix any bugs or defects at no additional cost. This warranty covers:

• Functional defects in delivered software
• Deviations from agreed specifications
• Critical security vulnerabilities

The warranty does not cover issues arising from:

• Changes made by third parties
• Changes in client requirements after delivery
• External factors beyond our control (third-party service outages, etc.)

7. Dispute Resolution

If you are unsatisfied with a refund decision, we offer the following resolution process:

1. Internal Review: Request a review by our management team
2. Mediation: We may agree to third-party mediation to resolve disputes
3. Legal Recourse: As a last resort, disputes may be resolved through the legal process as outlined in our Terms and Conditions

Our goal is always to find a mutually satisfactory resolution without the need for formal proceedings.

8. Special Circumstances

8.1 Force Majeure

In cases of force majeure (natural disasters, pandemics, government actions, etc.) affecting either party's ability to fulfill their obligations, we will work together to find an equitable solution, which may include project postponement, scope adjustment, or partial refunds.

8.2 Exceptional Cases

We understand that unforeseen circumstances can arise. If you have a situation not covered by this policy, please contact us. We will consider all requests on a case-by-case basis and strive to find a fair resolution.

9. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Projects in progress at the time of any policy change will be governed by the policy in effect at the time of the original agreement, unless otherwise agreed.

10. Contact Us

If you have questions about this Refund Policy or need to discuss a refund request, please contact us:

Canada Code Camp - Billing Department
180 John Street, Suite 402
Toronto, ON M5T 1X5
Canada

Email: [email protected]
Phone: +1 (416) 847-2963

Our billing team is available Monday through Friday, 9:00 AM to 6:00 PM EST, and will respond to all inquiries within 2 business days.