Refund Policy

Last Updated: November 1, 2024

At Canadacoders, operating as Canada Coders ("we," "us," or "our"), we are committed to delivering high-quality software development services that meet our clients' expectations. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our services.

By engaging our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

1. General Principles

Our approach to refunds is guided by the following principles:

• Milestone-Based Billing: Our projects are structured around defined milestones, with payments due upon completion of each milestone. This approach allows for regular checkpoints and reduces refund scenarios.
• Transparent Communication: We maintain open communication throughout the project lifecycle, addressing concerns promptly before they escalate.
• Fair Resolution: When issues arise, we work collaboratively with clients to find mutually acceptable solutions, which may include additional work, project modifications, or partial refunds.
• Documentation: All project agreements, scope changes, and approvals are documented to ensure clarity and prevent misunderstandings.

2. Refund Eligibility

2.1 Eligible for Full or Partial Refund

You may be eligible for a refund in the following circumstances:

• Project Cancellation Before Commencement: If you cancel your project before we begin any work, you are entitled to a full refund of any payments made, minus a 5% administrative fee.
• Our Inability to Deliver: If we determine that we cannot complete your project as agreed due to factors within our control, we will refund payments for undelivered milestones.
• Significant Scope Reduction: If the project scope is significantly reduced by mutual agreement, unused milestone payments may be refunded proportionally.
• Material Breach: If we materially breach our contractual obligations and fail to remedy the breach within 30 days of written notice, you may be entitled to a refund of affected milestone payments.

2.2 Partial Refund Situations

Partial refunds may be considered when:

• Work has begun but is incomplete at the time of cancellation
• Delivered work meets most but not all agreed specifications
• Project delays caused by our team impact your business significantly
• Quality issues require remediation that we cannot provide in a timely manner

2.3 Not Eligible for Refund

Refunds are generally not available in the following situations:

• Completed and Approved Milestones: Once you have reviewed and approved a milestone deliverable, that milestone is considered complete and non-refundable.
• Change of Mind: Refunds are not available if you simply change your mind about the project after work has begun.
• Third-Party Issues: Refunds are not available for issues caused by third-party services, software, or factors outside our control.
• Client-Caused Delays: If project delays or failures result from client actions or inactions (e.g., failure to provide required information, missed review deadlines, scope changes), refunds are not available.
• Consultation and Discovery Fees: Fees for initial consultations, discovery phases, and project assessments are non-refundable once the work has been performed.

3. Refund Process

3.1 Requesting a Refund

To request a refund, please follow these steps:

1. Contact Your Project Manager: Begin by discussing your concerns with your assigned project manager. Many issues can be resolved through direct communication.
2. Submit Written Request: If initial discussions do not resolve the issue, submit a formal refund request in writing to [email protected]. Include:
   • Your project name and reference number
   • Specific reasons for the refund request
   • Relevant documentation supporting your request
   • Requested resolution (full refund, partial refund, or alternative)
3. Review Period: We will acknowledge your request within 2 business days and complete our review within 10 business days.

3.2 Review and Decision

Our review process includes:

• Assessment of project documentation, including contracts, scope documents, and approvals
• Review of communication records and milestone deliverables
• Consultation with project team members
• Evaluation against this Refund Policy and contractual terms

Following our review, we will provide a written decision including:

• Our determination regarding refund eligibility
• The amount to be refunded (if applicable)
• Alternative resolutions offered (if applicable)
• Explanation of our decision

3.3 Refund Processing

If a refund is approved:

• Timing: Refunds will be processed within 14 business days of approval.
• Method: Refunds will be issued to the original payment method when possible. If the original method is unavailable, we will arrange an alternative method.
• Currency: Refunds are issued in Canadian Dollars (CAD) at the exchange rate applicable at the time of refund processing.
• Deductions: Approved refunds may be subject to deductions for:
  • Work completed and delivered
  • Third-party costs already incurred (licenses, hosting, etc.)
  • Administrative fees as outlined in your contract

4. Project Cancellation

4.1 Client-Initiated Cancellation

If you wish to cancel your project:

• Notice: Provide written notice of cancellation to your project manager.
• Work Stoppage: We will cease work upon receiving your cancellation notice, unless otherwise agreed.
• Deliverables: You will receive all work completed up to the cancellation date.
• Payment: You are responsible for payment for all work completed, including any in-progress milestones calculated on a pro-rata basis.

4.2 Canada Coders-Initiated Cancellation

We reserve the right to cancel a project if:

• You fail to make payments when due after receiving written notice
• You materially breach the project agreement
• Continuing the project would require us to violate laws or ethical standards
• Circumstances beyond our control make project completion impossible

In such cases, we will provide written notice explaining our decision and process any applicable refunds in accordance with this policy.

5. Dispute Resolution

5.1 Escalation Process

If you disagree with our refund decision:

1. Internal Escalation: Request escalation to our Client Success Director within 14 days of receiving our decision.
2. Executive Review: If still unresolved, request review by a member of our executive team.
3. Mediation: We encourage mediation as a cost-effective resolution method. We will split mediation costs equally.
4. Arbitration: As outlined in our Terms and Conditions, unresolved disputes may be submitted to binding arbitration in Toronto, Ontario.

5.2 Good Faith Resolution

We are committed to resolving disputes in good faith. Even in situations where a refund may not be technically warranted, we may offer alternative remedies such as:

• Additional development time to address concerns
• Credits toward future projects
• Extended support or maintenance periods
• Modified payment terms

6. Subscription and Retainer Services

For clients on subscription or retainer arrangements:

• Monthly Subscriptions: Cancel any time with 30 days written notice. No refunds for partial months.
• Annual Subscriptions: Cancellation within the first 30 days entitles you to a full refund minus one month's fee. After 30 days, no refunds are available, but you may continue using services until the subscription period ends.
• Retainers: Unused retainer hours do not carry over month-to-month unless specified in your agreement. Unused hours at contract termination are non-refundable.

7. Contact Information

For refund requests or questions about this policy, please contact:

Billing Department
Canadacoders (Canada Coders)
180 John Street, Suite 402
Toronto, ON M5T 1X5
Canada

Email: [email protected]
Phone: +1 (416) 847-2938

Business Hours: Monday to Friday, 9:00 AM - 6:00 PM Eastern Time

8. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to our website. For active projects, the Refund Policy in effect at the time of contract signing will apply unless otherwise agreed in writing.

We encourage you to review this policy periodically. Continued use of our services after changes constitutes acceptance of the modified policy.