Refund Policy

This Refund Policy explains how CreativeIn Tek ("CreativeIn Tek") handles payments, cancellations and refunds for its custom software services and its software products, including CareTrack, AI Agent and AI Feedback & Reviews. It forms part of the Terms of Service.

If a signed proposal, order form, statement of work or service agreement contains different payment or refund terms, that signed document takes precedence. Nothing in this policy limits any rights you may have under mandatory consumer protection laws that cannot be excluded by agreement.

Initial consultations, discovery calls, proposals and product demonstrations are provided free of charge unless agreed otherwise in writing. Because no payment is collected at this stage, no refund applies.

• Deposits: an initial deposit or first milestone payment reserves delivery capacity and covers discovery and planning. It is non-refundable once work has started.
• Milestones: payments for milestones that have been delivered and accepted are non-refundable. Unless the agreement sets a different review period, a milestone is treated as accepted if no written notice describing a material non-conformity is received within 7 days of delivery.
• Cancellation by the client: the client may cancel an engagement by written notice. Work completed up to the cancellation date, work in progress, resources reserved as agreed, and non-cancellable third-party costs are payable. Any prepaid amount exceeding those charges is refunded.
• Time and materials and retainers: hours and services already provided are non-refundable. Unused prepaid retainer hours are refundable only where the agreement expressly provides for it.
• Change requests: approved changes are billed as agreed and are non-refundable once performed.

• Subscriptions are billed in advance for each billing period, for example monthly or annually, as shown in the order form or invoice.
• You may cancel at any time. Cancellation takes effect at the end of the current paid billing period, and access continues until then. Subscriptions are not automatically refunded on cancellation.
• Fees already paid are non-refundable. No refunds or credits are provided for partial billing periods, unused time, unused features or user licences, or downgrades, except as described in section 6 or where required by law.
• Setup, onboarding, training, customisation and data migration fees are non-refundable once that work has started.
• Usage-based charges and pass-through costs, such as WhatsApp messaging fees, AI usage, SMS or payment processing fees, are non-refundable.
• Where a free trial or demo account is offered, no charge applies unless you subscribe to a paid plan.

Costs paid to third parties on your behalf or at your request, such as hosting, domain registration, software licences, app store fees, messaging or AI usage, are non-refundable once incurred, regardless of whether the related service is later cancelled.

• Billing errors: duplicate charges and amounts charged in error are refunded in full once confirmed.
• Service failure: if CreativeIn Tek materially fails to provide a paid service as agreed and does not correct the problem within 30 days after receiving written notice describing it, you may request a pro-rata refund of prepaid fees for the affected, undelivered portion of the service.
• Termination by CreativeIn Tek for convenience: if CreativeIn Tek ends a subscription or engagement for reasons other than your breach, prepaid fees for the unused period or undelivered work are refunded on a pro-rata basis.

No refund is due where services are suspended or terminated because of a breach of the Terms of Service or an agreement, non-payment, misuse of the services or unlawful activity.

Send a written request to info@creativeintek.com with your name or business name, the invoice or order number, the amount and the reason for the request. Requests relating to billing errors should be made within 30 days of the charge. CreativeIn Tek will review each request and respond within 10 business days, and may ask for additional information to assess it.

Approved refunds are paid to the original payment method or by bank transfer, generally within 14 business days of approval. Refunds are made in the currency in which the payment was received. Bank charges, transfer fees, currency conversion differences and payment processing fees charged by third parties are not refundable, and the time for funds to appear depends on your bank or payment provider.

If you believe a charge is incorrect, please contact CreativeIn Tek before raising a dispute or chargeback with your bank or payment provider, so the matter can be resolved quickly. Accounts subject to an open dispute or chargeback may be suspended until the matter is resolved, and CreativeIn Tek may share relevant records with the payment provider to respond to the dispute.

Taxes are refunded only to the extent they can be recovered or where the law requires a refund of tax charged on the refunded amount.

CreativeIn Tek may update this Refund Policy from time to time. The updated version will be posted on this page with a new "Last updated" date. Changes do not apply retroactively to payments made before the change, and do not override the terms of an agreement already signed.

Questions about this Refund Policy can be sent to info@creativeintek.com, or by post to CreativeIn Tek, Rue Saint-Jacques, Lachine, QC H8R 1C7, Canada.