Refunds

No change-of-mind refunds after delivery

Once your documents are delivered the purchase is final: we do not refund a change of mind, because you keep everything we send. If something is faulty or not as described, we put it right or refund you, and your rights under the consumer protection law of your province are unaffected. We say this beside the price, above the pay button, and in your receipt, not here alone.

Delivery starts the moment your payment clears: the documents are made and emailed within about a minute, and the download link works from then on.

If something is wrong with what we sent

What we sell has to be what we described, and it has to work. A certificate with the wrong name on it, a card that will not open, a photo that did not come through: email [email protected] with your register number or order reference and we rebuild and resend it, free. If we cannot put it right, you get your money back. We reply within one business day.

Your rights under provincial internet sales law

Provincial consumer protection laws set rules for buying online; which rules apply depends on your province and the price, and in some provinces, such as British Columbia and Manitoba, they apply to purchases of any size. Before you buy, a seller must generally show you who they are, with an address and phone number, what you are buying, the total price and its currency, how it is delivered, and the refund policy; it must let you review and correct your order and accept or decline it; and it must send you a copy of the contract afterwards. If a seller fails to do those things, the law of your province generally lets you cancel and get your money back, within time limits that vary from province to province.

Your receipt email is the copy of the contract, and you can reach us at any time at [email protected]. If you think we have missed something, tell us and we will refund you without an argument, within 15 days. Nothing on this page limits any right you have under the consumer protection law of the province or territory where you live, including any right to ask your card issuer to reverse a charge.

What happens after a refund

A refunded landlord letter’s download links stop working; a letter on its own has no register entry, so nothing changes on the register. Refunded registrations are marked inactive, so the credential always tells the truth. The verification page shows it as inactive, because the registration it confirmed no longer exists, and the download link stops working. Please do not keep using a printed card after a refund.

Gifts

A gift code is delivered the moment it is emailed, so the same rule applies to it. Once the recipient has redeemed it, their documents are covered in the same way as anyone else’s. Gift codes never expire, so there is no deadline to redeem them. If a gift is refunded, the code stops working, and a registration already made with it is marked inactive.

Please talk to us first

If something has gone wrong, email us first. We would rather fix the problem than argue about it with your bank. A refund is made through Creem, which sold you the order, and goes back the way you paid.