Refund Policy

Effective Date: January 1, 2024

Last Updated: January 1, 2024

1. General Refund Principles

We offer refunds based on the type of service and timing of the cancellation request. Our goal is to be fair to both our clients and our educational consultants who prepare personalized content.

2. Consultation Services

Initial Free Consultations

• Free consultations can be rescheduled up to 24 hours before the scheduled time
• No-shows forfeit the free consultation opportunity
• One free consultation per family

Paid Consultation Sessions

• 24+ hours notice: Full refund or reschedule
• Less than 24 hours notice: 50% refund, no reschedule
• No-show: No refund
• Dissatisfaction: If unsatisfied within first 15 minutes, full refund available

3. Custom Curriculum Development

Before Work Begins

• Full refund available if cancelled before initial assessment
• Processing fee of $50 may apply for administrative costs

After Work Begins

• 0-25% completed: 75% refund
• 26-50% completed: 50% refund
• 51-75% completed: 25% refund
• 76%+ completed: No refund

4. Monthly Services & Subscriptions

Unschooling Support Programs

• Cancel anytime with 30-day notice
• No refund for partial months used
• Access continues until end of billing period

Resource Library Subscriptions

• Cancel anytime with effect at next billing cycle
• No refund for current month once resources accessed
• 7-day money-back guarantee for new subscribers

5. Digital Resources and Materials

• Before Download: Full refund available
• After Download: No refund (immediate access to complete content)
• Technical Issues: Full refund if content cannot be accessed
• Quality Issues: Partial or full refund at our discretion

6. Package Deals and Bundles

• Refunds calculated based on individual component usage
• Unused components eligible for prorated refund
• Bundle discounts may affect refund calculations

7. Special Circumstances

Emergency Situations

We understand that family emergencies occur. In cases of:

• Serious illness or hospitalization
• Family emergency or crisis
• Unexpected financial hardship

Please contact us to discuss flexible refund options. We will work with you on a case-by-case basis.

Service Quality Issues

If you experience quality issues with our services:

• Contact us immediately to discuss concerns
• We will offer service correction or credit first
• Refunds available if issues cannot be resolved

8. Refund Processing

• Request Method: Email [email protected]
• Required Information: Order number, reason for refund, contact details
• Processing Time: 5-10 business days after approval
• Refund Method: Original payment method or check
• Fees: Payment processing fees may not be refundable

9. Non-Refundable Items

• Completed consultation sessions (unless quality guarantee applies)
• Downloaded digital resources
• Customized materials created specifically for your family
• Administrative and processing fees
• Third-party materials or services

10. Dispute Resolution

If you disagree with a refund decision:

1. Contact our customer service manager
2. Provide detailed explanation of your concerns
3. We will review and respond within 5 business days
4. External mediation available through Canadian consumer protection agencies

11. Contact Information

For refund requests or questions about this policy:

Maple Learning Hub
Email: [email protected]
Phone: (416) 555-1234
Address: Suite 250, 1234 Education Way, Toronto, ON M5V 3A8