Refund policy

This policy explains how orders for the services of Thompson Valley Digital Learning are confirmed and paid for, and how cancellations and refunds are handled. The prices of our services are published on this website; nothing is bought or paid for on the site itself.

Quotations and confirmation of an order

Our published prices apply to every order. Where a service is priced by quantity or the website shows an estimate, we state the final amount in writing before any work starts, based on the details you give us. Nothing is agreed or paid on the website itself: the order takes effect when you accept our written confirmation.

Payment terms

Unless agreed otherwise, payment is due 14 days after we send the invoice by email, using one of the methods named on it. Advance payments or installments, where agreed, are set out in the quotation with their amounts and dates. Open invoices are followed up with a written reminder, and interest may be charged where the law allows it.

Complaints and remedies

If you are not satisfied with our work, please describe the problem in writing to [email protected] within 14 days of the service being provided, so that we can look into it while the circumstances are still clear. We examine the case and propose a correction, a repeat of the service, a partial refund or another remedy that fits the situation.

How a refund is made

We return money through the method used for the original payment, normally within 14 days of agreeing the refund with you. If that method is no longer available, we ask for your bank details at [email protected] and transfer the amount free of charge. Services provided in full are not refunded; for partly finished work we charge the completed part and return the rest.

Changes and cancellations by you

You can cancel or move an appointment free of charge up to 48 hours before the agreed time by calling (250) 261-8333 or writing to [email protected]. If you cancel later, or nobody is there when we arrive, we may charge for work already done and for costs we can no longer avoid, though we would rather find a new date.

Cancellation on our side

If we have to cancel or postpone an appointment, for example because of illness, a delay on an earlier job or circumstances beyond our control, we let you know as soon as possible and offer the next available date. If no new date suits you, anything you have already paid for that service is refunded in full.

Cancelling a distance contract

Where provincial consumer protection legislation gives you a right to cancel a contract agreed by telephone, by email or online, that right applies in addition to this policy. Written notice to [email protected] within the statutory period is enough, and any work you expressly asked us to begin before withdrawing is then settled separately.