Refund Policy

This Refund Policy governs all refund, cancellation, and exchange requests made in connection with services provided by ACU ("we," "us," or "our") through our website accu-ca.com and any associated financial service channels. By engaging with our services, you agree to the terms outlined in this policy.

ACU is committed to delivering high-quality financial services to our clients across Canada. We understand that circumstances can change, and we strive to handle all refund requests fairly, transparently, and in accordance with applicable Canadian consumer protection laws, including the Consumer Protection Act, the Financial Consumer Agency of Canada Act, and relevant provincial legislation.

1. Scope of This Policy

This Refund Policy applies to all financial products, advisory services, subscription plans, processing fees, and any other paid services or products offered by ACU through our website accu-ca.com or by direct agreement. This policy is intended for individual consumers and business clients located in Canada.

Please read this policy carefully before purchasing or subscribing to any of our services. If you have any questions prior to making a purchase, we encourage you to contact us at [email protected] before proceeding.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following general conditions must be met:

• The refund request must be submitted within the applicable timeframe specified in Section 3 of this policy.
• The service or product must not have been fully rendered, delivered, or consumed at the time of the refund request.
• The client must provide valid proof of purchase, including the transaction reference number and the registered email address used at the time of purchase.
• The request must be made by the original purchaser or an authorized representative of the purchasing entity.
• The reason for the refund must fall within the acceptable grounds outlined below.

2.1 Acceptable Grounds for Refund

• Duplicate payment or billing error resulting from a technical issue on our platform.
• Service was not delivered as described or agreed upon in the signed service agreement.
• Cancellation of a subscription plan before the renewal date (subject to the cancellation policy in Section 8).
• Significant service disruption caused by ACU that materially affected the client's ability to utilize the purchased service.
• Unauthorized transaction confirmed by ACU's billing team after investigation.

3. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes outlined in the table below. Requests submitted outside these windows will not be processed unless exceptional circumstances are demonstrated and approved at the sole discretion of ACU.

4. Non-Refundable Items and Services

Certain services and fees are explicitly non-refundable due to their nature or the resources already committed upon purchase. The following are not eligible for refunds under any circumstances:

• Completed financial advisory or consulting sessions — once a session has been fully delivered, no refund will be issued regardless of client satisfaction.
• Third-party fees — any fees paid to third-party institutions, government agencies, regulatory bodies, or financial networks on your behalf are non-refundable.
• Regulatory filing or compliance fees — fees associated with filing applications, submissions, or compliance reporting are non-refundable once submitted.
• Customized financial reports or analysis — reports prepared specifically for a client's unique circumstances are non-refundable once delivered.
• Subscription fees for periods already used — portions of subscription periods that have already elapsed are not eligible for pro-rated or full refunds unless a billing error occurred.
• Promotional or discounted services — services purchased at a special promotional rate or as part of a bundle offer are non-refundable unless a billing error is confirmed.
• Late cancellation fees — fees incurred due to missed appointments or late cancellations are non-refundable.

5. How to Request a Refund — Step-by-Step Process

To submit a refund request, please follow the steps outlined below. Incomplete requests may result in delays or rejection of the claim.

1. Step 1 — Contact Our Support Team: Send an email to [email protected] with the subject line: "Refund Request – [Your Full Name or Company Name]".
2. Step 2 — Provide Required Information: Include the following details in your email:
   • Full name and registered email address
   • Transaction reference number or invoice number
   • Date and amount of the transaction
   • Name of the service or product purchased
   • Clear and detailed reason for the refund request
   • Any supporting documentation (e.g., screenshots, receipts, correspondence)
3. Step 3 — Acknowledgement: Our billing team will send you an acknowledgement email within 2 business days confirming receipt of your request and providing a case reference number.
4. Step 4 — Review and Assessment: Our team will review your request, which may include verification of account records, billing history, and service delivery logs. This review process typically takes 5 to 10 business days.
5. Step 5 — Decision Notification: You will receive a written notification via email informing you of the decision — approved, partially approved, or denied — along with a clear explanation.
6. Step 6 — Refund Issuance: If approved, the refund will be processed according to the timelines and methods outlined in Section 6 of this policy.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the processing time will depend on the original payment method used at the time of purchase. Please note that ACU's internal processing is typically completed within 3 to 5 business days; however, the time for funds to appear in your account may vary based on your financial institution.

7. Partial Refunds

In certain circumstances, ACU may approve a partial refund rather than a full refund. Partial refunds may be granted in the following situations:

• A service was partially delivered, and only a portion of the agreed scope was completed at the time of cancellation.
• A subscription plan is cancelled mid-cycle, and the client is entitled to a pro-rated refund for the unused portion of the billing period (applicable to annual plans only, subject to eligibility).
• A service was delivered but was demonstrably deficient in a specific, measurable aspect that did not affect the overall value of the engagement.
• A promotional discount or credit was applied to the original purchase, in which case the refund will reflect the net amount paid after discounts.

The amount of any partial refund will be calculated by ACU's billing team based on a fair assessment of the services rendered and fees applicable. The client will be informed of the partial refund amount and the basis for the calculation prior to issuance.

8. Cancellation Policy

Clients may cancel their service agreements, subscriptions, or appointments in accordance with the following terms:

8.1 Subscription Cancellations

• Monthly subscriptions may be cancelled at any time, but cancellation will take effect at the end of the current billing cycle. No refund will be issued for the current billing period unless a billing error has occurred.
• Annual subscriptions may be cancelled within 14 calendar days of the initial purchase for a full refund. Cancellations after this window may be eligible for a pro-rated refund of the unused months, less any applicable administration fee of up to CAD $50.00.

8.2 Appointment and Consultation Cancellations

• Cancellations made at least 48 hours in advance of a scheduled appointment will receive a full refund or credit toward a rescheduled appointment.
• Cancellations made within 24 to 48 hours of the scheduled appointment will be eligible for a 50% refund or a full credit for rescheduling.
• Cancellations made less than 24 hours in advance or no-shows will not be eligible for a refund.

8.3 Service Agreement Cancellations

Cancellation of a signed service agreement is subject to the specific terms outlined in the agreement itself. In the absence of specific contractual cancellation terms, the general provisions of this Refund Policy shall apply. Clients wishing to cancel a service agreement should contact us directly at [email protected].

9. Exchange Policy

ACU does not offer direct service-for-service exchanges in the traditional sense; however, we do allow clients to request a service credit in lieu of a monetary refund, subject to the following conditions:

• The service credit request is made within the applicable refund timeframe.
• The credit is applied to a comparable or higher-value service offered by ACU.
• Service credits are valid for 12 months from the date of issuance and are non-transferable.
• Service credits cannot be redeemed for cash and have no monetary value outside of ACU's service platform.

To request a service credit in lieu of a cash refund, please indicate this preference clearly when submitting your refund request as described in Section 5.

10. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, you have the right to escalate your concern through the following process:

10.1 Internal Escalation

Submit a formal written complaint to [email protected] with the subject line: "Formal Complaint – Refund Dispute – [Your Case Reference Number]". Your complaint will be reviewed by a senior member of our client services team within 10 business days. A final written response will be provided outlining ACU's position and any remedies offered.

10.2 External Resolution

If internal resolution is unsuccessful or unsatisfactory, clients located in Canada may seek assistance from the following external bodies:

• Financial Consumer Agency of Canada (FCAC) — for complaints related to federally regulated financial products and services. Visit: www.canada.ca/en/financial-consumer-agency
• Autorité des marchés financiers (AMF) — for clients in the province of Quebec.
• Provincial consumer protection offices — in accordance with the applicable provincial consumer protection legislation in your province of residence.
• ADR (Alternative Dispute Resolution) — ACU supports mediation as an alternative to litigation for unresolved disputes. Clients may request mediation by contacting us in writing.

10.3 Governing Law

This Refund Policy is governed by the laws of Canada and the applicable provincial laws of the province in which the client resides. Any legal proceedings arising from disputes under this policy shall be subject to the jurisdiction of the appropriate Canadian courts.

11. Chargebacks and Payment Disputes

We strongly encourage clients to contact us directly at [email protected] before initiating a chargeback with their bank or credit card provider. Initiating a chargeback without first attempting resolution through ACU's refund process may result in:

• Suspension or termination of your ACU account pending investigation.
• Delays in the resolution of your dispute.
• Potential recovery of chargeback-related fees incurred by ACU from the client.

ACU will cooperate fully with financial institutions during any chargeback investigation and will provide all relevant documentation to support a fair and timely resolution.

12. Changes to This Refund Policy

ACU reserves the right to modify, update, or revise this Refund Policy at any time. Any material changes will be communicated to registered clients via email at least 14 days prior to the change taking effect. The most current version of this policy will always be available at accu-ca.com. Continued use of our services after a policy update constitutes acceptance of the revised terms.

13. Contact Information for Refund Requests

For all refund inquiries, cancellation requests, or billing concerns, please contact our dedicated client services team using the details below:

We aim to respond to all refund inquiries within 2 business days. Please include your transaction details and a clear description of your concern to help us assist you as efficiently as possible.