Refund Policy

Effective: May 6, 2026 · DRAFT — pending Canadian counsel review.

This Refund Policy describes when Canopath issues refunds for purchases of Starter, Plus, and Premium plans. It forms part of our Terms of Service. The short version: if our software fails, you get a refund. If IRCC refuses your application, that's between you and IRCC — we don't refund based on the decision. Below is the long version.

1. The IRCC government fee is not part of our fee

Canopath does not collect or process IRCC's application fee (currently CAD $100 per visitor visa applicant; subject to change by IRCC). You pay IRCC directly during submission on IRCC's portal. This Refund Policy applies only to fees paid to Canopath. IRCC's refund rules govern IRCC's fee and are different from ours.

2. When you get a full refund (Software Failure Refund)

We will refund 100% of the fee you paid to Canopath in any of the following circumstances:

• Form generation fails: after you complete the questionnaire, our software cannot produce a usable IMM 5257 or IMM 5645 file because of a bug or technical failure on our end.
• Letter generation fails: our AI letter-of-explanation feature cannot produce output, or produces output so degraded (e.g., an error message rendered as the letter, or empty content) that it is not usable.
• Browser extension fails: the Canopath browser extension cannot authenticate, cannot fill the IRCC portal pages it advertises support for, or otherwise fails to perform its core function.
• RCIC review not delivered (Plus and Premium): where you purchased a tier that includes Reviewing RCIC services, and the review is not delivered within five (5) business days of your application reaching the review queue. The refund covers the difference between the tier you bought and the next-lower tier (i.e., Plus is refunded down to Starter; Premium is refunded down to Plus).
• Premium consultation not held: where you bought Premium and the 30-minute video consultation does not happen due to Reviewing RCIC unavailability after you have made yourself available for two (2) reasonable scheduling proposals. The refund covers the difference between Premium and Plus (CAD $150).
• Sustained outage: a Canopath-side outage prevents you from accessing your application data for more than seventy-two (72) consecutive hours during the period between purchase and submission to IRCC.

If you experience any of the above, write to [email protected] with your account email and a brief description. We aim to respond within one (1) business day.

3. When refunds are not available

The following are not refundable:

• An IRCC refusal of your application. Visa decisions are made by IRCC, not by Canopath. A refusal does not mean our software failed; it means the IRCC officer assessing your file did not approve it. We help you submit a strong application; we do not control or guarantee the outcome.
• An IRCC procedural fairness letter or further-document request. These are part of IRCC's process and do not indicate software failure on our end.
• Buyer's remorse after you have downloaded your finished forms or letter of explanation. The intellectual content (the AI-generated letter, the form-fill data) has been delivered at that point; we cannot un-deliver it.
• Your inability to access an extension feature you didn't install. The Canopath browser extension is freely available on the Chrome Web Store; we cannot refund fees on the basis that you chose not to install it.
• Errors arising from inaccurate inputs you provided. If you mistyped your passport number, employment dates, or other information, that is not a software failure. Our software faithfully renders the inputs you give it.
• Your decision to abandon the application after you have downloaded finished forms.

4. Refunds for the Reviewing RCIC's professional opinion

If you purchased the Plus or Premium tier and the Reviewing RCIC delivered a written review (or the Premium 30-minute consultation) but you disagree with their professional assessment, we do not refund. The Reviewing RCIC is a licensed professional providing their independent opinion. You purchased that opinion; you received it. Disagreement with the opinion is not a software failure.

If you have a complaint about the Reviewing RCIC's professional conduct (as distinct from disagreement with their opinion), you may file a complaint with the College of Immigration and Citizenship Consultants (CICC) at college-ic.ca. CICC's complaints process is independent of Canopath.

5. Mandatory consumer rights are preserved

Nothing in this Refund Policy limits the rights you have under mandatory consumer-protection legislation in your province of residence, including but not limited to:

• Quebec's Consumer Protection Act (CQLR c. P-40.1);
• British Columbia's Business Practices and Consumer Protection Act;
• Ontario's Consumer Protection Act, 2002;
• Equivalent legislation in other Canadian provinces and territories.

Where mandatory provincial law gives you a refund right that is broader than what this Policy offers, the broader right applies.

6. How to request a refund

1. Email [email protected] from the email address associated with your Canopath account.
2. Include: your account email, the approximate date and amount of the purchase, and a brief description of what happened.
3. If a software failure is involved, screenshots, console errors, or a transaction reference help us investigate faster.
4. We respond within one (1) business day. If we approve the refund, processing typically takes five to ten (5-10) business days to appear back on your card, depending on your bank.
5. If we decline the refund, we will explain in writing why, and you may escalate the matter by replying to that decision.

7. Chargebacks

If you initiate a chargeback through your bank or credit-card issuer for a purchase that does not qualify for a refund under this Policy, we may suspend your account pending resolution and may dispute the chargeback. Repeated unjustified chargebacks may result in permanent account closure. We strongly prefer that you contact us first via the process in Section 6, where we will resolve any genuine issue promptly.

8. Changes to this Policy

We may update this Refund Policy from time to time. Changes apply to purchases made after the effective date of the change. The "Effective" date at the top reflects the current version. Purchases you have already made are governed by the version of this Policy that was in effect on the day you paid.

9. Contact

Refund questions, complaints, or escalations:
[email protected]
For general support: [email protected]