Refund Policy

At ProgramCA, we are committed to delivering exceptional AI-powered software development services that meet your expectations. This Refund Policy outlines the circumstances under which refunds may be provided and the process for requesting them.

We encourage open communication throughout every project. If you have concerns about deliverables at any point, please contact us immediately so we can address them before they become larger issues.

1. Our Commitment to Quality

We stand behind the quality of our work. Every project at ProgramCA includes:

• Detailed project specifications agreed upon before work begins
• Regular progress updates and milestone reviews
• Opportunities for feedback at each development phase
• A 90-day warranty period for deliverables
• Dedicated project manager for communication

Our goal is to ensure satisfaction through transparent communication and high-quality deliverables, making refunds unnecessary. However, we recognize that circumstances may arise where a refund is appropriate.

2. Refund Eligibility

2.1 Eligible for Refund

Refunds may be issued in the following circumstances:

• Non-Delivery: We fail to deliver agreed-upon work within the timeline specified in the Statement of Work (SOW), without valid cause or mutual agreement to extend
• Material Non-Conformance: Deliverables materially fail to meet specifications outlined in the SOW, and we are unable to remedy the issues within a reasonable correction period
• Project Cancellation by ProgramCA: We initiate cancellation of a project for reasons other than client breach
• Duplicate Payment: You were charged twice for the same service due to a billing error
• Unauthorized Charges: Charges were made without proper authorization

2.2 Not Eligible for Refund

Refunds are generally not provided in the following situations:

• Change of Mind: You decide not to proceed with the project after work has commenced
• Scope Changes: You request changes to project scope that differ from the original SOW
• Client Delays: Project delays caused by failure to provide required information, feedback, or access to systems
• Third-Party Issues: Problems caused by third-party services, software, or integrations beyond our control
• Completed Milestones: Work that has been delivered and approved at milestone reviews
• Force Majeure: Circumstances beyond reasonable control (natural disasters, widespread technology failures, etc.)

3. Refund Amounts

3.1 Full Refund

A full refund of amounts paid may be issued when:

• No work has commenced on the project
• ProgramCA cancels the project before any deliverables are provided
• Duplicate or unauthorized charges occurred

3.2 Partial Refund

Partial refunds are calculated based on:

• Work completed and delivered to date
• Milestones achieved and approved
• Resources allocated and time invested
• Third-party costs incurred on your behalf

The refund amount equals the total paid minus the fair value of work completed and any non-recoverable expenses incurred.

3.3 No Refund

No refund is available for:

• Completed projects where all deliverables meet SOW specifications
• Services rendered and accepted through milestone approvals
• Consultation services already delivered
• Situations described in Section 2.2

4. Refund Request Process

4.1 Initial Contact

To request a refund, contact us within 30 days of the issue arising:

• Email: [email protected]
• Phone: +1 (416) 847-2953
• Mail: ProgramCA Inc., 150 King Street West, Suite 2100, Toronto, ON M5H 1J9

4.2 Information Required

Please include the following in your refund request:

• Your company name and contact information
• Project name or SOW reference number
• Invoice numbers related to your request
• Detailed explanation of the reason for your request
• Supporting documentation (if applicable)
• Your preferred resolution

4.3 Review Process

Once we receive your request:

• Acknowledgment: We will acknowledge receipt within 2 business days
• Review: Our team will review your request, project records, and any relevant documentation within 10 business days
• Decision: We will communicate our decision in writing, including the rationale and any refund amount offered
• Discussion: If you disagree with our decision, you may request a call with senior management to discuss further

4.4 Resolution Options

Depending on the situation, we may offer:

• Full or partial monetary refund
• Additional services to address concerns at no extra cost
• Credit toward future services
• Extended warranty or support period

5. Refund Timeframes

Once a refund is approved:

• Credit Card Payments: 5-10 business days to appear on your statement
• Bank Transfer Payments: 10-15 business days
• Check Payments: 15-20 business days

Refunds are processed in the same currency and to the same payment method used for the original transaction when possible.

6. Deposits and Advance Payments

6.1 Project Deposits

Initial deposits (typically 30% of project value) are used to:

• Secure project scheduling and resource allocation
• Cover initial project setup and planning activities
• Procure necessary software licenses or third-party services

Deposits are refundable only if the project is cancelled before any work commences. Once work begins, the deposit becomes non-refundable and is applied toward the first invoice.

6.2 Retainer Agreements

For ongoing retainer arrangements:

• Unused hours do not automatically carry over unless specified in your agreement
• Retainer fees are non-refundable after the service period begins
• You may cancel future retainer periods with 30 days' notice

7. Dispute Resolution

If you are unsatisfied with our refund decision:

7.1 Internal Review

Request an escalation to our Client Success Director, who will conduct an independent review within 10 business days.

7.2 Mediation

If internal resolution fails, either party may request mediation through a mutually agreed mediator in Toronto, Ontario. Costs are typically shared equally.

7.3 Legal Recourse

Nothing in this policy limits your legal rights under applicable consumer protection laws or prevents you from pursuing legal remedies.

8. Exceptions and Special Circumstances

We understand that unique situations may arise. Our leadership team has discretion to consider exceptions to this policy on a case-by-case basis when:

• Extraordinary circumstances exist beyond typical scenarios
• A long-standing client relationship warrants special consideration
• An error on our part caused significant client hardship

Such exceptions are not guaranteed and do not set precedent for future requests.

9. Policy Updates

We may update this Refund Policy periodically. Changes will be posted on this page with an updated effective date. For existing projects, the policy in effect at the time of contract signing applies unless otherwise agreed.

10. Contact Us

Questions about this Refund Policy or specific refund requests should be directed to:

ProgramCA Client Services
150 King Street West, Suite 2100
Toronto, ON M5H 1J9, Canada
Email: [email protected]
Phone: +1 (416) 847-2953

We aim to respond to all refund inquiries within 2 business days.