Refund Policy

At ACU Guide, we are committed to ensuring your satisfaction with every purchase or service engagement. This Refund Policy outlines the terms and conditions under which refunds, exchanges, and cancellations are processed. Please read this policy carefully before making any purchase. By completing a transaction on acu-guide.com, you acknowledge and agree to the terms described below.

This policy has been developed in accordance with applicable Canadian consumer protection legislation, including the Consumer Protection Act, the Electronic Commerce Protection Act, and relevant provincial consumer protection statutes. We strive to handle all refund requests fairly, transparently, and promptly.

1. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must be met:

• The refund request must be submitted within the applicable timeframe as outlined in Section 2 of this policy.
• The product, service, or digital content must not have been fully consumed, downloaded, or used in a manner that prevents restoration of its original state.
• Proof of purchase (such as an order confirmation number, receipt, or invoice) must be provided at the time of the refund request.
• The request must be made by the original purchaser using the account or contact information associated with the original transaction.
• The item or service must not fall under the non-refundable categories listed in Section 4 of this policy.
• For physical goods (if applicable): Items must be returned in their original condition, unused, and in original packaging, unless the product was received damaged or defective.

ACU Guide reserves the right to assess each refund request on a case-by-case basis. Eligibility is not guaranteed and may be subject to review depending on the nature of the product or service involved.

2. Timeframes for Refund Requests

Refund requests must be submitted within the following timeframes from the date of purchase or delivery:

Requests submitted outside of these timeframes will generally not be considered, except in extraordinary circumstances such as a documented billing error, technical malfunction on our part, or other situations at the sole discretion of ACU Guide management.

3. How to Request a Refund (Step-by-Step)

To initiate a refund request, please follow the steps outlined below:

1. Step 1 — Contact Us: Send an email to [email protected] with the subject line: "Refund Request – [Your Order Number]".
2. Step 2 — Provide Required Information: In your email, include the following:
   • Your full name and email address used at the time of purchase
   • Your order or transaction number
   • The date of purchase
   • A clear description of the product or service you are requesting a refund for
   • The reason for your refund request
   • Any supporting documentation (screenshots, receipts, etc.) if applicable
3. Step 3 — Acknowledgment: Our support team will acknowledge receipt of your request within 2 business days.
4. Step 4 — Review and Assessment: ACU Guide will review your request and assess eligibility based on the criteria outlined in this policy. This process may take up to 5 to 7 business days.
5. Step 5 — Decision Notification: You will receive an email notifying you of the outcome of your request — whether it is approved, partially approved, or declined — along with an explanation.
6. Step 6 — Refund Issuance: If approved, your refund will be processed according to the timelines described in Section 5 of this policy.

4. Non-Refundable Items and Services

The following items and services are generally not eligible for refunds:

• Digital products that have been downloaded, accessed, or unlocked
• Subscription fees for periods already consumed or partially used beyond the eligible refund window
• Customized or personalized content created specifically for a client
• Consultation or advisory sessions that have already taken place
• Event or workshop registrations where the event has already occurred
• Any service or product purchased during a promotional sale where the listing explicitly stated "no refunds"
• Gift cards or store credits once redeemed
• Any service rendered in full and accepted by the customer without a documented complaint raised within the eligible timeframe

If you are unsure whether a specific product or service qualifies for a refund before purchasing, we encourage you to contact us at [email protected] for clarification prior to completing your transaction.

5. Refund Processing Times by Payment Method

Once a refund has been approved, processing times will vary depending on the original payment method used:

Please note that ACU Guide processes refunds promptly upon approval; however, the final credit to your account depends on your financial institution or payment provider. We are not responsible for delays caused by banks, card networks, or third-party payment processors. If you have not received your refund within the stated timeframe, we recommend contacting your bank or payment provider first before reaching out to us.

6. Partial Refunds

In certain circumstances, ACU Guide may issue a partial refund rather than a full refund. Partial refunds may apply in the following situations:

• A subscription service has been partially used prior to the cancellation request, and only a portion of the billing period remains unused
• A service package was partially delivered, and only the undelivered portion is eligible for reimbursement
• A product was returned in a condition that suggests use, wear, or minor damage not caused by ACU Guide
• A refund request is submitted after the standard refund window but within a reasonable extended period, at the sole discretion of ACU Guide management
• Promotional discounts, coupon codes, or bundled offers were applied at the time of purchase, affecting the net refundable amount

The amount of a partial refund will be determined on a case-by-case basis and will be communicated clearly to the customer in the decision notification email. ACU Guide will calculate partial refund amounts fairly and transparently, taking into account the value of services rendered and any applicable costs incurred.

7. Exchange Policy

ACU Guide may offer exchanges under the following conditions:

• An exchange is requested within the eligible refund timeframe as outlined in Section 2
• The original item or service has not been fully utilized or consumed
• An equivalent or comparable product or service is available at the time of the exchange request

To request an exchange, follow the same process described in Section 3 (How to Request a Refund), but indicate in your email that you are requesting an exchange rather than a refund. Please specify the alternative product or service you would like in exchange.

If the replacement item or service is of greater value than the original purchase, the customer will be required to pay the difference. If it is of lesser value, the difference may be issued as store credit at ACU Guide's discretion.

Please note that exchanges are not guaranteed and are subject to availability and management approval.

8. Cancellation Policy

ACU Guide understands that circumstances change. The following cancellation terms apply:

8.1 Subscription Cancellations

You may cancel your subscription at any time through your account settings or by contacting us at [email protected]. Cancellations will take effect at the end of the current billing cycle. You will continue to have access to services until the end of the paid period. No prorated refunds are issued for cancellations made mid-cycle unless the cancellation falls within the eligible refund window described in Section 2.

8.2 Service or Consultation Cancellations

Cancellations of booked consultations or advisory sessions must be made at least 48 hours before the scheduled appointment to be eligible for a full refund. Cancellations made less than 48 hours before the session will not be eligible for a refund but may be eligible for rescheduling at ACU Guide's discretion.

8.3 Event and Workshop Cancellations

Cancellations for event registrations or workshop bookings must be submitted at least 7 full days before the event date to receive a refund. Cancellations made within 7 days of the event are non-refundable. If ACU Guide cancels an event, registered participants will receive a full refund.

8.4 Cancellations by ACU Guide

In the unlikely event that ACU Guide must cancel a service, event, or subscription plan, affected customers will be notified promptly and offered either a full refund or, where possible, an alternative arrangement of equal value.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund request, ACU Guide encourages you to pursue the following dispute resolution steps:

1. Internal Review: Submit a written appeal to [email protected] within 10 business days of receiving our initial decision. Include your original request details and clearly explain why you believe the decision should be reconsidered. A senior member of our team will review your appeal and respond within 7 business days.
2. Mediation: If the internal appeal does not resolve the matter to your satisfaction, both parties may agree to engage in voluntary mediation through a mutually agreed-upon mediator. The costs of mediation shall be shared equally between the parties unless otherwise agreed.
3. Consumer Protection Authorities: Canadian consumers have the right to contact their provincial consumer protection office. In Ontario, this would be the Ministry of Public and Business Service Delivery; in British Columbia, the Consumer Protection BC; in Quebec, the Office de la protection du consommateur; and in other provinces, the relevant authority.
4. Legal Recourse: If all other avenues have been exhausted, either party may pursue legal remedies through the appropriate Canadian courts. This policy is governed by the laws of Canada and the applicable provincial jurisdiction in which the customer resides.

10. Chargebacks

We ask that customers contact ACU Guide directly before initiating a chargeback with their bank or credit card provider. Filing a chargeback without first attempting to resolve the issue with us may result in the suspension or termination of your account and may complicate the resolution process.

If a chargeback is filed, ACU Guide reserves the right to contest it by providing relevant transaction records, correspondence, and usage data to the relevant financial institution in accordance with applicable Canadian law and payment processor guidelines.

11. Changes to This Refund Policy

ACU Guide reserves the right to update or amend this Refund Policy at any time. Changes will be effective immediately upon posting to acu-guide.com. The "Last Updated" date at the top of this page will reflect the most recent revision. We encourage customers to review this policy periodically. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

For all refund-related inquiries, please contact us using the details below. Our customer support team is available to assist you Monday through Friday during regular business hours (Eastern Time).

When contacting us regarding a refund, please include your order number, the email address associated with your account, and a brief description of your concern to help us serve you as efficiently as possible.