Refund Policy

Last Updated: May 7, 2026

1. Services Covered

This policy covers:

• Subscription plans billed monthly or annually (e.g., AI phone handling, workflow automation).
• One-time setup and onboarding fees.
• Professional services and custom builds.

2. Cooling-Off Period for First Purchases

For a new customer’s first paid engagement with MPG, you may request a full refund within 14 days of your initial payment, provided:

• The request is made in writing to z.amponsah@mpgsolutions.ca.
• The service has not been substantially delivered (for example, a completed build, live-deployed phone agent, or more than 20 AI calls handled on your behalf).
• We are not prevented from refunding by dispute, chargeback, or regulatory block.

3. Monthly Subscription Refunds

• You may cancel a monthly subscription at any time. Cancellation takes effect at the end of your current billing cycle; we do not pro-rate partial months except as required by law.
• If a monthly charge is made in error (duplicate charge, wrong amount, or after you cancelled in writing), we will refund the erroneous amount within 10 business days.

4. Annual Subscription Refunds

• Annual plans may be refunded on a pro-rata basis within the first 30 days, less a reasonable administrative fee disclosed at checkout (not exceeding 15% of the annual fee).
• After 30 days, annual plans are non-refundable except where required by Alberta’s Consumer Protection Act or other applicable law.

5. Setup and Custom Build Fees

• Setup fees are refundable only if MPG has not begun the build. Once work has started, setup fees are non-refundable, but we will credit the work delivered toward any subsequent engagement within 90 days.
• Custom professional-services engagements are governed by the signed SOW. The SOW controls over this policy where it differs.

6. Service Credits

If our service fails to meet the uptime or quality commitments in a signed agreement, remedies are service credits as described in that agreement, not cash refunds, unless the agreement states otherwise.

7. How to Request a Refund

Send an email to z.amponsah@mpgsolutions.ca with:

• Your business name and the email used at checkout.
• The Stripe invoice number or date of charge.
• A brief reason for the refund request.

We will respond within 5 business days and, if approved, issue the refund through Stripe within 10 business days. Stripe typically takes an additional 5–10 business days to return funds to your card, depending on your bank.

8. Chargebacks

We encourage you to contact us before filing a chargeback. If you file a chargeback without contacting us first, we may provide Stripe with evidence of services delivered and this policy as part of the dispute response. Filing a chargeback does not automatically cancel your subscription; cancellation must be submitted separately.

9. No Refund Situations

We do not refund:

• Fees paid for services already fully delivered.
• Third-party pass-through fees (e.g., Twilio telephony minutes, OpenAI token spend) that are billed at cost or near-cost on your behalf.
• Fees where you have materially breached our Terms of Service or Service Agreement.

10. Alberta Consumer Rights

Nothing in this policy limits rights you may have under Alberta’s Consumer Protection Act or federal Canadian consumer legislation. If a provision of this policy conflicts with those rights, the statutory right controls.

11. Changes

We may update this Refund Policy. The "Last Updated" date at the top reflects the current version. Material changes will be announced on our website or by email to active clients.

12. Contact