Refund Policy

Effective Date: October 2025

1. Purpose

This Refund Policy outlines the conditions under which The Iris Project Inc. (“we,” “our,” “us”) may issue refunds for services purchased or scheduled through our organization. Our goal is to maintain transparency and fairness while ensuring respect for our team’s time and commitment.

2. General Policy

Because The Iris Project Inc. provides customized, person-centered support services rather than retail products, refunds are handled differently from typical online transactions. Once a service is booked, staff time is reserved and administrative planning begins immediately.

Refunds or credits may be considered only under specific circumstances, as described below. If cancellation is due to illness, emergency, or unsafe travel conditions, we will work with you to reschedule at no additional cost.

We handle refund requests individually to ensure fairness for both clients and staff.

3. Cancellations Before Scheduled Services

No Fee: Cancellations made 24 hours or more before the scheduled visit are eligible for a full refund or credit (if payment was made in advance).
Late Cancellation: Cancellations made within 24 hours of the scheduled service may be subject to a partial refund of up to 50%, to cover staff time and scheduling costs.
No-Show: If our staff arrives and access is unavailable within 20 minutes, or the client is absent without notice, the booking is considered a no-show and no refund will be issued.

4. Services Interrupted or Cancelled by The Iris Project Inc.

If a visit must be cancelled or ended early by The Iris Project Inc. due to staff illness, emergency, or other operational reasons, clients will be offered either a rescheduled appointment at no cost or a full refund or credit for any unused portion.

5. Refunds Related to Prepaid Packages or Programs

Prepaid service packages or programs may be partially refunded for unused sessions if services have not yet commenced.
Once services begin, refunds are prorated based on the number of completed visits and any applicable administrative fees (maximum 10%).
If a prepaid package is partially completed, any promotional or discounted rates will be recalculated at the regular service rate before the refund is processed.
All refund calculations will be clearly explained in writing before processing.

6. Funding or Third-Party Payments

If services are funded through a government, FSCD, self-managed, or third-party caregiver program, any refund or adjustment will follow the terms outlined by that funding body.
Where a funder denies payment, the client or guardian remains responsible for the unpaid portion.

The Iris Project Inc. will assist clients in communicating with funders to resolve billing discrepancies where possible.

7. Method & Timeline of Refunds

Approved refunds will be processed within 7–10 business days using the same payment method originally used.
If a refund must be issued through an alternate method, additional processing time may apply.

Processing times may vary depending on your financial institution.

8. Non-Refundable Items

Refunds cannot be issued for:

Completed or partially completed support visits.
Administrative or intake fees once services have begun.
Custom or travel-related expenses already incurred (e.g., mileage, parking, tickets, or third-party bookings).
Missed appointments without required notice.