1. Scope

This policy applies to bookings, deposits, equipment orders, and payments made to SetupTeam Inc. It forms part of our Terms of Service.

Where a signed agreement or a written quote sets out different terms for a specific project, those terms apply to that project.

2. Your Statutory Rights Come First

Nothing in this policy removes rights you have under the Ontario Consumer Protection Act, 2002 or other applicable law.

Consumer agreements negotiated somewhere other than a supplier's place of business — which can include an agreement reached during an in-home visit — may attract a statutory cancellation right under Ontario law. Where such a right applies, it applies regardless of what this policy says, and we will honour it.

3. Cancelling or Rescheduling an Appointment

Tell us as early as you can. A booked slot is a technician's day, and late changes usually cannot be refilled.

When you tell us	What happens
More than 48 hours before	Cancel or reschedule at no charge.
Within 48 hours	No cancellation fee. We just ask for as much notice as you can give, so the slot can be reused.
No access on arrival, or no one present	Treated as a no-show. See section 4.
We cancel or reschedule	No charge to you. We rebook at the earliest slot that suits you.

To cancel or reschedule, call (647) 464-0606 or email [email protected]. A change is only confirmed once we acknowledge it — a voicemail or unanswered message is not a confirmed cancellation.

We do not charge for cancellations caused by circumstances beyond your reasonable control. Tell us what happened and we will deal with it sensibly.

4. No-Shows and Failed Visits

A visit is a failed visit where we arrive as scheduled and cannot work because:

No one is present to provide access
No adult aged 18 or older is present
The work area is not ready or is unsafe
Building approval, elevator booking, or insurance certificate is not in place
Required equipment has not arrived or is not on site
Access is refused, or conditions are unsafe or hostile

A failed visit is billable at our service call rate, which starts at $159.99 + tax. Where a deposit is held, the fee may be applied against it.

Where we can complete part of the work, we will, and you are billed for what was completed and for the time on site.

If we are the reason a visit fails — we arrive without the right equipment, or we do not arrive at all — you are not charged.

5. Deposits

Before equipment is ordered: deposits are partially refundable. We deduct costs already incurred — site assessment, design, quoting, and administration.
Once equipment is ordered or allocated: the deposit is non-refundable, because the cost has been committed to a supplier on your behalf.
Special orders: items ordered specifically for your project are non-cancellable once placed with the supplier.

We will tell you when we are about to place an order, so you know when that line is crossed.

Where a deposit applies, the amount is stated on your quote before you approve it. We do not take a deposit without telling you what it is.

6. Equipment Returns

Final sale: standard items — mounts, cables, brackets, and accessories — are final sale unless the law requires otherwise.
Restocking: returnable items may be subject to a restocking fee and to delivery and return shipping costs.
Condition: a return must be unused, undamaged, and in original packaging with all accessories, unless the item is defective.
Installed equipment: once installed, equipment is not returnable except under a manufacturer warranty claim.
Defective equipment: handled as a manufacturer warranty claim. See our Warranty Policy.

Supplier and manufacturer return windows apply and are outside our control. A supplier refusing a return means we cannot accept it either.

Restocking fees and return windows are set by the supplier and vary by product. Where you ask to return a returnable item, we will confirm the applicable fee and deadline in writing before you commit to the return.

7. Refunds on Completed Work

Labour for work performed is payable, and is not refundable simply because you changed your mind after it was done.

Where work is defective, our obligation is to re-perform it under our Warranty Policy. Where re-performing it is not reasonably possible, we will refund the labour charge for the affected portion.

We do not refund:

Work completed to the agreed scope that you later decided you did not want
Time spent on site where work was prevented by site or access conditions
Relocation of completed work, which is new billable work
Charges arising from information you gave us that turned out to be inaccurate

If you are unhappy with the work, tell us before asking for a refund. We would rather fix it. See Terms of Service, section 32.

8. How Refunds Are Issued

Refunds are issued to the original payment method wherever possible.
Credit-card processing fees already incurred are not refundable, as they are not returned to us by the processor.
Cryptocurrency payments are final and non-refundable. Where a refund is warranted on a crypto-paid job, we will agree an alternative method with you.
Refunds are processed within 10 business days of being agreed. Your bank or card issuer may take longer to post it.

9. Chargebacks

If you have a billing concern, contact us first. Most are a misunderstanding about scope and are resolved in one conversation.

Raising a chargeback without contacting us removes our chance to resolve it, and we will respond to the card issuer with our records of the work performed. Where a chargeback is reversed in our favour, any resulting costs may be added to your account.

10. If We Cancel

We may cancel or decline a job where:

Site conditions make the work unsafe or unachievable
The scope turns out to be materially different from what was described
Required approvals or permits are not in place
A person on site is abusive or threatening toward our technicians

Where we cancel before any work is done and no equipment has been ordered, we refund your deposit in full. Where we cancel partway, you are billed for work completed and equipment supplied, and the balance is refunded.