Refund Policy

This Refund Policy applies to all Services provided by Altergy Network Solutions Corp. ("Altergy"), including website development, custom software development, lead generation, and appointment setting services. It is incorporated into and forms part of our Terms of Service.

This policy describes the circumstances under which refunds may be issued and the process for requesting a refund. It supplements, and does not replace, any specific terms set out in a Proposal or service agreement between Altergy and the Customer.

For website development and custom software projects, refunds are handled as follows:

• Before work begins: If you cancel before Altergy has commenced any work on the project, any deposit paid (minus a 10% administrative fee) will be refunded within thirty (30) business days.
• During development: If you cancel after work has commenced, the deposit and any milestone payments for completed work are non-refundable. A prorated refund may be issued for any pre-paid amounts covering work that has not yet been started.
• After delivery: If the delivered project contains material defects that prevent it from meeting the specifications in the Proposal, Altergy will correct the defects at no charge within the warranty period (30 days from delivery). If defects cannot be remedied, a partial refund may be issued at Altergy's discretion based on the severity of the defect and the portion of the project that meets specifications.

To request a refund for a project-based Service, you must submit your request in writing to info@altergy.ca within thirty (30) days of the issue giving rise to the request.

For lead generation and appointment setting services billed on a recurring basis:

• Cancellation: You may cancel recurring Services with thirty (30) days written notice before the start of the next billing cycle. Cancellation prevents future billing but does not entitle you to a refund for the current billing cycle.
• Current cycle: Fees for the current billing cycle are non-refundable once the cycle has begun, as campaign resources are allocated in advance.
• Performance guarantee: If a campaign fails to deliver the minimum committed results specified in the Proposal, and the shortfall is not attributable to factors outside Altergy's control (such as Customer-provided target list quality or Customer-requested scope changes), Altergy will provide additional campaign days at no charge or issue a partial credit toward the next billing cycle.

To request a refund:

1. Submit a written request to info@altergy.ca with the subject line "Refund Request."
2. Include your invoice number, the Service in question, and a detailed explanation of the reason for the request.
3. Altergy will review the request and respond within ten (10) business days with a decision.
4. If the refund is approved, it will be processed to the original payment method within thirty (30) business days.

Approved refunds are typically issued via the same method as the original payment (e-transfer, bank transfer). If the original payment method is no longer available, Altergy will arrange an alternative refund method with you.

The following are non-refundable except where required by applicable law:

• Deposits and milestone payments for work that has been completed.
• Third-party costs incurred on behalf of the Customer (such as domain registration, SSL certificates, hosting fees, or software licenses).
• Services where the Customer has failed to provide necessary materials, access, or approvals within the agreed timeline, resulting in project delays.
• Add-on services or change requests that have been completed and accepted.

Nothing in this Refund Policy limits any statutory consumer protection rights you may have under applicable provincial or federal law. If you are a consumer in a jurisdiction with specific refund or cancellation rights (such as Quebec's Consumer Protection Act), those rights take precedence over this policy to the extent of any conflict.