Cancellation & Refund Policy

Effective Date: December 10, 2025 | Last Updated: December 10, 2025

This Cancellation & Refund Policy applies to all services provided by CCBONLINE Inc. ("we," "us," or "our") and governs how project cancellations and refunds are handled. This policy complies with the Ontario Consumer Protection Act, 2002 and applicable Canadian federal laws.

1. Consumer Rights (B2C Clients)

10-Day Cooling-Off Period

If you are an individual consumer (not purchasing for business purposes), you have special rights under the Ontario Consumer Protection Act, 2002:

After Cooling-Off Period

After the 10-day cooling-off period expires:

• If work has not yet begun: Deposits are non-refundable but applied to future services
• If work has begun: Standard B2B cancellation terms apply (see Section 2)

2. Business Client Cancellation (B2B)

Before Project Kickoff

Scenario: You signed the contract and paid the deposit, but no work has started yet.

• Deposit: Non-refundable but can be applied to future projects within 12 months
• Administrative Fee: $500 CAD administrative processing fee applies
• Refund Amount: Deposit minus $500 CAD, credited to your account

During Step 1-2: Discovery & Planning

Scenario: We are in the consultation, requirements gathering, or proposal stage.

• Work Completed: Charged at hourly rate ($150 CAD/hour for consultation)
• Refund Calculation: Deposit minus work completed minus 20% management fee
• Minimum Non-Refundable: $500 CAD or actual work completed, whichever is greater

During Step 3: Design & Development

Scenario: Active development is underway.

• Milestone 1 Complete: 50% deposit is non-refundable
• After Design Approval: 75% of project cost (deposit + milestone payment) is non-refundable
• Pro-Rated Refund: Based on percentage of work completed

During Step 4: Testing & Refinement

Scenario: Project is in testing phase.

• Minimum Non-Refundable: 75% of total project cost
• Pro-Rated Refund: Only if less than 90% complete
• After 90% Completion: No refunds available

After Step 5: Launch

Scenario: Project has been deployed to production.

• No Refunds: Once launched, all payments are final and non-refundable
• Warranty Period: 30-day warranty covers bugs and issues (no cancellation)
• Ongoing Support: Included support continues as per contract terms

3. CCBONLINE-Initiated Cancellation

If we need to cancel your project (due to resource constraints, conflicts of interest, or other reasons):

4. Force Majeure Cancellation

If the project cannot be completed due to events beyond either party's reasonable control:

Force Majeure Events Include:

• Natural disasters (earthquakes, floods, fires)
• Pandemics or public health emergencies
• Wars, terrorism, or civil unrest
• Government actions preventing performance
• Critical infrastructure failures (internet, power)
• Third-party service provider failures (hosting, APIs)

Cancellation Terms:

• Performance Suspended: Obligations suspended during Force Majeure event
• Notification: Affected party must notify the other within 5 business days
• Duration: If event lasts >30 days, either party may cancel
• Refund Calculation: Pro-rated based on work completed before event
• No Liability: Neither party liable for damages due to Force Majeure

5. Refund Processing

How to Request a Refund

1. Submit Request: Email legal@ccbonline.ca with:
   • Your name and company name
   • Project name and contract reference
   • Reason for cancellation (for B2B clients)
   • Preferred refund method
2. Review Period: We will review your request within 3 business days
3. Calculation: Refund amount calculated based on work completed
4. Approval: You will receive a refund breakdown for approval
5. Processing: Refund processed within 10 business days of approval

Refund Methods

• Original Payment Method: Refunds issued to original payment method when possible
• Bank Transfer: For deposits paid via bank transfer
• Credit Card: Refunded to original card (5-10 business days to appear)
• PayPal: Refunded to PayPal account
• Interac e-Transfer: If original method unavailable

Processing Fees

6. Special Circumstances

Project Scope Changes

If project scope changes significantly:

• Mutual Agreement: Both parties must agree to scope changes
• Additional Work: Quoted separately and requires new approval
• Cost Increase: If costs increase >25%, client may cancel without penalty
• Refund: Pro-rated refund if scope reduced

Dissatisfaction with Work

If you are not satisfied with the quality of work:

• First Step: Contact your project manager immediately
• Revision Rounds: 2 rounds of revisions included per milestone
• Escalation: Contact support@ccbonline.ca if unresolved
• Mediation: We will work with you to resolve concerns
• Last Resort: If irreconcilable, pro-rated refund based on completed work

Breach of Contract

If either party breaches the contract:

• Cure Period: 15 days to remedy the breach after written notice
• Material Breach: May result in immediate cancellation
• By Client: No refund if cancellation due to client breach
• By CCBONLINE: Full refund if cancellation due to our breach

7. Enterprise & Custom Agreements

For projects over $10,000 CAD, custom cancellation terms may apply:

• Negotiated Terms: Cancellation and refund terms can be negotiated
• Extended Payment Plans: May have different cancellation clauses
• Custom Clauses: Enterprise agreements may override this policy
• Contact: Discuss custom terms with support@ccbonline.ca

8. Non-Refundable Items

The following are never refundable under any circumstances:

• Third-Party Costs: Domain registrations, SSL certificates, hosting fees paid to third parties
• Licenses: Software licenses, theme licenses, plugin licenses purchased for your project
• Stock Assets: Stock photos, fonts, icons purchased specifically for your project
• Processing Fees: Credit card, PayPal, or other payment processing fees
• Completed Milestones: Work already completed and delivered
• Training: Training sessions already conducted

9. Dispute Resolution

If you disagree with a refund decision:

1. Internal Review: Request review by senior management at legal@ccbonline.ca
2. Mediation: We will work with you to find a fair resolution
3. External Mediation: Agree to non-binding mediation if needed
4. Ontario Consumer Protection: B2C clients may contact Ontario Consumer Protection Office
5. Legal Action: Disputes subject to Ontario law and Toronto courts (as per Terms of Service)

10. Contact Information

For questions about this Cancellation & Refund Policy:

11. Changes to This Policy

We reserve the right to modify this Cancellation & Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after changes constitutes acceptance of the modified policy. Material changes will be communicated via email to active clients.

Last Updated: December 10, 2025