Cancellation & Refund Policy

Effective date: 2026-09-28

We keep this simple and fair: cancel before we have committed time or materials and there is nothing to pay. Where the law gives you a right to cancel, that right stands regardless of anything else in this policy. Where we have already committed money or labour to your job, we will show you exactly what that was.

1. Your rights under Ontario law come first

Our contracts with consumers are governed by the Consumer Protection Act, 2002 (Ontario). Nothing in this policy or in any estimate we give you waives or reduces those rights. In summary — and the statute is what actually governs — a consumer may cancel:

• An internet agreement: at any time up to 7 days after receiving a copy of the agreement, without giving a reason, if the agreement is entered into online.
• A direct agreement: at any time up to 10 days after receiving a written copy of the agreement, without giving a reason, where the agreement was entered into at your home (or away from the supplier’s place of business) and involves $50 or more.
• Where required information was not disclosed: within 30 days after entering into an internet agreement, or within one year for other agreements, where the supplier failed to comply with the Act’s disclosure requirements.
• Where an unfair practice occurred: within one year, where the agreement resulted from a false, misleading or unconscionable representation.
• A future performance agreement: where the supplier fails to provide a written copy as required, cancellation rights apply that would otherwise not.

Our own practice goes further than the minimum: if you cancel before we have ordered materials, booked equipment or attended the property, we do not charge a cancellation fee.

If your agreement is not covered by consumer protection legislation — for example a commercial project where both sides are acting in the course of business — that agreement’s own terms apply.

2. Cancelling before work is scheduled

Cancel any time before we have committed time, materials or money to your job, and we will cancel it with no charge. Tell us by phone or in writing. If a deposit was paid and nothing has been committed, we refund it in full.

3. Cancelling work that is already scheduled

If work is booked and materials or crews are committed, we ask for as much notice as you can give so we can release the slot and avoid waste. As a guide:

• Give at least 2 business days’ notice before a scheduled start where you can
• If you cancel later than that, we may charge for materials already ordered or purchased and for labour committed to your job on that date — itemised, with receipts where available
• Nothing in this section limits your statutory cancellation rights under section 1

If you are entitled to cancel under the Act, we refund in accordance with the Act, which for agreements cancelled during a cooling-off period means a full refund with no penalty.

4. Cancelling same-day or emergency work

If we have already dispatched a crew or attended the property, we may charge for the attendance and for any work performed up to the point of cancellation. For emergency stabilisation work, charges reflect the work actually done, and we will explain the basis. Again, statutory rights are unaffected.

5. Deposits and special-order materials

• Deposits secure materials, bookings and subcontractor time. They are not a fee for cancelling — they are credited against the work.
• If a job is cancelled, any uncommitted part of a deposit is refunded
• Custom or special-order materials bought for your job are refundable only to the extent the supplier allows; we will tell you before ordering anything that cannot be returned
• Permit fees, engineering fees and similar third-party costs already paid are not refundable by us, because they were paid to someone else on your behalf

6. Refunds we issue

• We issue refunds within 15 days of agreeing a refund, or within the period the law requires, whichever is shorter
• Refunds are made using the same method you paid with where that is practical, or by Interac e-Transfer or cheque if not
• Work already completed and materials already supplied that you have accepted are invoiced rather than refunded, at the agreed price
• Where only part of a job was completed, the price is adjusted to reflect the work actually performed

7. How to cancel

Tell us clearly that you are cancelling, and which job or estimate it relates to. The safest way is a written message to [email protected], and you can also call (905) 536-6173. We confirm every cancellation in writing so there is no doubt about the date it took effect — which matters if a cooling-off period is in play.

If you are cancelling under the Consumer Protection Act during a cooling-off period, putting it in writing and keeping a copy is worthwhile.

8. If we cancel or reschedule

Occasionally we have to reschedule — weather, an emergency call-out, material delays, illness or a safety issue. We tell you as early as we can and give you a new date. If we cannot complete agreed work, we refund any amount you paid for that unperformed work.

9. If you are not satisfied

Tell us. Call (905) 536-6173 and describe the problem, and we will look at it. If a remedy is agreed, it may be a repair, a redo, a price adjustment or a refund, whichever fits the situation.

10. Where to get independent help

If we cannot resolve a concern, you can contact Consumer Protection Ontario for information about your rights: ontario.ca — Consumer Protection Ontario. You can also seek advice from a lawyer or a community legal clinic. Nothing in this policy prevents you from taking legal action or from contacting a regulator.

This document is written in plain language to be genuinely readable. It is not legal advice to you, and it does not limit any right you have under the laws of Ontario or Canada, including the Consumer Protection Act, 2002 and the Personal Information Protection and Electronic Documents Act (PIPEDA).