Refund Policy

1. Nature of our services

IT Cares provides IT services (remote support, repair, troubleshooting, digital marketing, web design, and prepaid support-hour packages). These are services, not physical goods: nothing is shipped and no merchandise returns apply.

2. Satisfaction guarantee

If a technical support issue is not resolved during a remote session, you are not charged for that session. This guarantee applies to remote technical support and repair services only.

If you cancel a prepaid remote support session (e.g. a 1-hour package) after it has started, 50% of the amount paid is retained to cover the technician's time already spent, and the remaining 50% is refunded to you.

3. Appointment cancellation

• An appointment may be cancelled or rescheduled free of charge up to 24 hours before the scheduled time.
• Cancellations made less than 24 hours in advance may incur a fee.
• For a prepaid remote support session (e.g. a 1-hour package), cancelling after the session has started means 50% of the amount paid is retained to cover the technician's time already spent; the remaining 50% is refunded to you.
• If you prepaid and cancel within the allowed window (more than 24 hours in advance), you receive a full refund.

4. Services already rendered

A service already performed (completed support session, diagnostic, or intervention) is non-refundable because the service has been delivered. The satisfaction guarantee in Section 2 still applies.

5. Prepaid hour packages

• Hour packages are valid for 12 months from the purchase date.
• Unused hours are non-refundable except where required by law.
• A refund request for an unused package may be reviewed if made within 14 days of purchase.

6. How to request a refund

To request a refund, email info@itcares.ca or call 1 (888) 711-9428 with the service date, amount, and reason. We respond within 3 business days.

7. Processing & timing

• Payments are processed by Stripe. Any approved refund is issued to the original payment method.
• Time to appear on your statement depends on your financial institution (typically 5–10 business days).

8. Consumer rights

This policy does not affect your rights under Quebec's Consumer Protection Act or applicable Canadian federal law. Where there is a conflict, those laws prevail.

9. Contact

Last updated: June 8, 2026