Refund Policy

1. Service Satisfaction Guarantee

At Univorix, we stand behind the quality of our premium apartment consultation services. We are committed to helping you find the perfect Canadian home and want you to be completely satisfied with our CAD $199 Premium Consultation service.

This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our premium services, in compliance with Canadian consumer protection laws and Google Ads policies.

2. Refund Eligibility

2.1 Premium Consultation Service (CAD $199)

Our Premium Consultation service includes personalized apartment matching, neighborhood analysis, virtual tours, and lease negotiation support. Refunds are available under the following conditions:

• 48-Hour Satisfaction Period: Full refund if requested within 48 hours of initial consultation and no apartment viewings have been arranged
• Service Delivery Failure: Full refund if we fail to provide the promised consultation services
• Consultant Unavailability: Full refund if your assigned consultant becomes unavailable and no suitable replacement can be provided
• Geographic Limitations: Full refund if we cannot provide services in your requested city or region

2.2 Free Consultation Services

Our free initial consultation and basic apartment matching services do not involve payment and therefore are not subject to refund terms. These services are provided as a courtesy to help you evaluate our offerings.

2.3 Partial Refund Scenarios

Partial refunds may be considered in the following situations:

• Service cancellation after initial consultation but before completion of all promised services
• Client relocation outside of our service areas during active consultation
• Significant changes in client requirements that affect service delivery
• Mutual agreement between client and Univorix to modify service scope

3. Refund Process

3.1 Requesting a Refund

To request a refund, please contact us through any of the following methods:

• Email: Send a detailed refund request to [email protected]
• Phone: Call our customer service at +1 403-320-2425 during business hours
• Online Form: Submit a refund request through our contact form
• In Writing: Mail your request to our Toronto office address

3.2 Required Information

Your refund request must include:

• Full name and contact information
• Service purchase date and confirmation number
• Detailed reason for refund request
• Preferred refund method (original payment method recommended)
• Any supporting documentation (if applicable)

3.3 Review Timeline

We will acknowledge receipt of your refund request within 1 business day and provide a full review within 5 business days. Complex cases may require additional review time, but we will keep you informed throughout the process.

4. Refund Processing

4.1 Processing Time

Once a refund is approved:

• Credit Card: 3-5 business days for refund to appear on your statement
• Debit Card: 1-3 business days for refund processing
• Bank Transfer: 3-7 business days depending on financial institution
• PayPal: 1-2 business days for refund to appear in your account

4.2 Refund Method

Refunds will be processed using the original payment method whenever possible. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

4.3 Processing Fees

Univorix does not charge processing fees for legitimate refund requests. However, payment processor fees (such as credit card processing fees) are non-refundable and may be deducted from the refund amount if significant.

5. Non-Refundable Situations

5.1 Completed Services

Refunds are not available when:

• All promised consultation services have been delivered successfully
• Multiple apartment viewings have been arranged and attended
• A lease has been successfully negotiated and signed through our assistance
• Service completion has been confirmed by the client

5.2 Client-Related Factors

Refunds may not be granted when:

• Client becomes unresponsive or unavailable for scheduled consultations
• Client repeatedly changes requirements or preferences
• Client chooses to work with other apartment services simultaneously
• Client fails to provide necessary documentation for applications

5.3 Market Conditions

Refunds are not available due to external market factors such as:

• Limited apartment availability in desired locations
• Rental price changes in the housing market
• Landlord decisions regarding tenant selection
• Seasonal variations in rental inventory

6. Dispute Resolution

6.1 Internal Resolution

We encourage clients to contact us directly to resolve any concerns about our services or refund decisions. Our customer service team is trained to handle complaints fairly and professionally.

6.2 Escalation Process

If you are not satisfied with the initial response to your refund request:

1. Request to speak with a supervisor or manager
2. Provide additional documentation or clarification if needed
3. Consider mediation through a neutral third party
4. Contact relevant consumer protection agencies if necessary

6.3 Consumer Protection Resources

Canadian consumers may contact:

• Provincial consumer protection offices in their jurisdiction
• Better Business Bureau (BBB) for complaint mediation
• Local small claims court for dispute resolution
• Industry-specific regulatory bodies as applicable

7. Service Modifications and Credits

7.1 Service Credits

In some cases, instead of a cash refund, we may offer service credits that can be applied to:

• Additional consultation sessions
• Extended service periods
• Upgraded service features
• Future apartment search assistance

7.2 Service Modifications

When a full refund may not be appropriate, we may offer:

• Modified service scope to better meet your needs
• Assignment of a different consultant
• Extension of service timeline at no additional cost
• Additional support services to ensure satisfaction

7.3 Goodwill Gestures

At our discretion, we may provide goodwill refunds or credits in exceptional circumstances, even when not required by our standard policy, to maintain positive client relationships.

8. Cancellation Policy

8.1 Client-Initiated Cancellation

Clients may cancel services at any time, with refund eligibility determined by:

• Stage of service completion at time of cancellation
• Resources already allocated to your consultation
• Appointments scheduled and arrangements made
• Time invested by your assigned consultant

8.2 Univorix-Initiated Cancellation

In rare cases where we must cancel services due to:

• Consultant unavailability or emergency situations
• Service area limitations or operational changes
• Technical issues preventing service delivery
• Other unforeseen circumstances

A full refund will be provided regardless of service completion stage.

8.3 Mutual Agreement Cancellation

When both parties agree that the service arrangement is not working optimally, we will work together to determine an appropriate refund amount based on services delivered and mutual agreement.

9. Special Circumstances

9.1 Medical or Emergency Situations

We understand that unexpected medical issues or family emergencies may impact your housing search. In such cases, we will:

• Provide extended timeline flexibility at no additional cost
• Consider service suspension with future reactivation
• Evaluate refund eligibility on a case-by-case basis
• Offer service transfer to family members when appropriate

9.2 Job Loss or Financial Hardship

If you experience unexpected financial difficulties that affect your ability to complete your apartment search, please contact us to discuss:

• Payment plan options for completed services
• Partial refund consideration based on circumstances
• Referral to free or low-cost housing assistance resources
• Service modification to match your new situation

9.3 Immigration Status Changes

For clients whose immigration status or travel plans change unexpectedly, affecting their ability to relocate to Canada or specific provinces, we will evaluate refund requests based on:

• Documentation of status change
• Timeline of the change relative to service delivery
• Services already provided and their ongoing value
• Possibility of future service utilization

10. Record Keeping and Documentation

10.1 Service Records

We maintain detailed records of all consultation services provided, including:

• Initial consultation notes and client requirements
• Property recommendations and client feedback
• Communication logs and consultation session records
• Viewing arrangements and outcomes
• Service completion status and client satisfaction

10.2 Refund Documentation

All refund requests and decisions are documented with:

• Original refund request and supporting information
• Review process and decision rationale
• Approval or denial documentation
• Processing confirmation and completion records

10.3 Client Access to Records

Clients may request copies of their service and refund records in accordance with our Privacy Policy and Canadian privacy legislation.

11. Legal Compliance

11.1 Canadian Consumer Protection

This refund policy complies with:

• Federal Competition Act provisions
• Provincial consumer protection legislation
• Industry best practices for service businesses
• Fair business practice standards

11.2 Google Ads Policy Compliance

Our refund practices align with Google Ads requirements for:

• Clear and accurate service representations
• Transparent pricing and refund terms
• Fair treatment of customer complaints
• Professional business conduct standards

11.3 Financial Regulations

All refund processing complies with Canadian financial regulations regarding:

• Payment card industry (PCI) standards
• Anti-money laundering requirements
• Consumer financial protection measures
• Electronic payment processing standards

12. Contact Information for Refunds

13. Policy Updates

13.1 Policy Modifications

This Refund Policy may be updated periodically to reflect changes in our services, legal requirements, or business practices. Updates will be posted on our website with the revised effective date.

13.2 Notification of Changes

Significant changes to refund terms will be communicated to active clients via email at least 30 days before the changes take effect. Existing service agreements will generally remain subject to the refund terms in effect at the time of purchase.

13.3 Grandfathering of Terms

Clients who purchased services before policy updates will generally remain subject to the refund terms that were in effect at the time of their purchase, unless the changes are more favorable to the client.

14. Effective Date

This Refund Policy is effective as of January 1, 2024, and applies to all premium consultation services purchased from that date forward.