Refund & Dispute Policy

This Refund & Dispute Policy (“Policy”) governs all professional services provided by 2691003 ALBERTA INC., operating as Hero IT (“Hero IT,” “we,” “us,” or “our”), to customers (“you” or “your”) through our website at heroit.ca and through direct service engagements.

By purchasing or subscribing to any Hero IT service, you acknowledge that you have read, understood, and agree to this Policy. This Policy supplements and forms part of our Terms of Use.

All sales of services are final. Hero IT does not provide refunds for any services purchased, rendered, or in progress.

This applies to all service categories, including but not limited to one-time project fees, recurring monthly subscriptions, setup and configuration fees, hourly consulting charges, and any other service fees charged by Hero IT.

We commit to delivering high-quality work on every engagement. If you have concerns about the quality or scope of services delivered, we encourage you to contact us directly so we can work toward a resolution (see Section 05: Dispute Resolution).

This no-refund policy applies to all Hero IT services, including:

• Managed IT Services — monthly and annual support contracts, monitoring, and help desk services
• Cybersecurity — security assessments, endpoint protection, monitoring, incident response, and awareness training
• Website Design & Development — custom website design, development, redesign, and ongoing maintenance
• Local SEO & Digital Marketing — search engine optimization, Google Ads management, Google Business Profile optimization, and related services
• AI & Automation — chatbot development, workflow automation, CRM setup and configuration, and integration services
• Business Phone Systems — VoIP installation, configuration, phone hardware, SIP trunking, and ongoing support
• Cloud Services — Microsoft 365 setup, cloud migration, backup and disaster recovery services
• Consulting & Advisory — technology assessments, roadmap planning, and vCIO/advisory services
• Any other professional service listed on heroit.ca or included in a service agreement

Hero IT delivers services in accordance with the scope, timeline, and specifications outlined in the applicable service agreement, statement of work, or order confirmation. Deliverables are considered accepted unless you notify us in writing of specific, substantive issues within fourteen (14) calendar days of delivery.

For recurring services (managed IT, monitoring, cybersecurity), each billing period constitutes delivery and acceptance of the services described in your service agreement for that period.

For project-based services (website design, phone system installation, automation builds), final deliverables are presented for review. You will have the opportunity to request reasonable revisions within the agreed scope before the project is marked complete.

If you are unsatisfied with any aspect of our services, we encourage you to contact us promptly so we can address your concern. Hero IT is committed to resolving disputes fairly and efficiently.

Step 1 — Direct Communication: Contact our team at [email protected] or call (825) 479-4500 to describe the issue. Most concerns can be resolved through a direct conversation with the team member responsible for your account.

Step 2 — Written Complaint: If the issue is not resolved informally, submit a written description of the dispute to [email protected] with the subject line “Service Dispute.” Include your name, company name, the services in question, the date(s) of service, and a clear description of the issue and your desired resolution. We will acknowledge receipt within two (2) business days and provide a substantive response within ten (10) business days.

Step 3 — Good-Faith Resolution: Hero IT will review the dispute in good faith and may, at our sole discretion, offer remedies such as additional work to address the concern, a credit toward future services, or an adjustment to the scope of an ongoing engagement. Any remedy offered is at Hero IT’s discretion and does not constitute an obligation to provide a refund.

If a dispute cannot be resolved through the process described in Section 05, either party may request mediation through a mutually agreed-upon mediator in Calgary, Alberta. The costs of mediation will be shared equally between the parties unless otherwise agreed.

This Policy and any disputes arising under it are governed by the laws of the Province of Alberta and the federal laws of Canada applicable therein. The courts of Calgary, Alberta shall have exclusive jurisdiction.

If you initiate a chargeback or payment dispute with your credit card company, bank, or payment processor for charges related to services that were delivered or are currently being delivered, Hero IT reserves the right to:

• Suspend or terminate all active services for your account until the dispute is resolved
• Provide documentation of services rendered to the payment processor to contest the chargeback
• Pursue collection of the disputed amount through appropriate legal channels
• Decline to provide future services to the account holder

We strongly encourage you to contact us directly before initiating a chargeback. In most cases, we can resolve the concern faster and more favorably through direct communication than through the chargeback process.

Recurring Services (Managed IT, Monitoring, etc.): You may cancel a recurring service subscription by providing written notice in accordance with the cancellation terms in your service agreement. Cancellation takes effect at the end of the current billing period. Fees for the current billing period are not refundable, and no partial-period refunds will be issued.

Project-Based Services (Websites, Phone Installs, etc.): If you cancel a project after work has begun, you are responsible for payment of all work completed to date, including any third-party costs incurred on your behalf (domain registrations, software licenses, hardware orders, etc.). No refund will be issued for work already performed.

Setup and Configuration Fees: One-time setup fees, onboarding charges, and configuration costs are non-refundable once the setup process has commenced, as these fees compensate Hero IT for labor and resources already expended.

Hero IT may, at its sole and absolute discretion, consider exceptions to this no-refund policy in extraordinary circumstances, including but not limited to:

• Hero IT materially fails to deliver the services described in a signed service agreement and is unable to remedy the failure within a reasonable period after written notice
• Services are charged in error due to a billing system malfunction (duplicate charges, incorrect amounts)
• A regulatory authority or court of competent jurisdiction orders a refund

Any exception granted does not create a precedent or entitlement to future exceptions.

Hero IT reserves the right to modify this Policy at any time. Changes take effect upon posting the revised Policy to heroit.ca with an updated effective date. Your continued use of our services after a change constitutes acceptance of the revised Policy. We encourage you to review this page periodically.

If you have questions about this Policy or need to initiate a dispute, please contact us: