Refund Policy

NurtureLoop aims to be fair and transparent with all financial transactions. This Refund Policy outlines when and how refunds are issued for subscription fees and shift-related payments.

• Within 14 days of first payment: Full refund available for new subscribers who have not posted any shifts or made any bookings.
• After 14 days or after using the service: No refunds for partial billing periods. Cancellation takes effect at the end of the current billing cycle.
• Annual plans: Prorated refund available if cancelled within 30 days and minimal usage. A usage fee may be deducted.

If a centre pays an educator through the Platform and the shift is not completed as agreed, the following refund rules apply:

• Educator no-show: Centre is eligible for a full refund of shift fees. The educator's Reliability Score will be impacted.
• Centre cancels within 24 hours: Educator receives a cancellation fee of 50% of the shift rate if the cancellation occurs less than 24 hours before shift start.
• Mutual cancellation more than 24 hours in advance: No payment processed; no refund needed.
• Dispute: NurtureLoop will review evidence from both parties and issue a determination within 3 business days.

Approved refunds are processed within 5–10 business days. The time it takes for the funds to appear in your account depends on your bank or payment provider.

• Setup or onboarding fees.
• Custom development or consulting services.
• Promotional credits or referral bonuses.
• Fees related to account suspension due to policy violations.

To request a refund, contact us at billing@nurtureloop.ca with:

• Your account email address.
• The transaction or invoice number.
• A brief explanation of why you are requesting a refund.
• Any relevant documentation (e.g., no-show report, cancellation confirmation).

If you disagree with a refund decision, you may escalate the matter by emailing support@nurtureloop.ca with "Refund Appeal" in the subject line. Include all relevant details and we will respond within 5 business days.

NurtureLoop reserves the right to modify this Refund Policy. Material changes will be communicated to users in advance. Continued use of the Platform after changes constitutes acceptance.