Canada GO International Student Services LTD.
Refund & Cancellation Policy – Student Support Service Packages
Effective Date: (Insert date of publication)
Last Review: (Insert review date)
Version: 1.0
This policy applies only to Canada GO non‑tuition student support service packages (“Canada GO Welcome Package” and “Ready to GO Package”). Canada GO does not collect or process tuition, institutional fees, or regulated immigration consulting fees through this platform.
1. Nature of Our Services
Canada GO provides fixed, one‑time, non‑tuition support packages to international students preparing to study in Canada. Services begin immediately after payment (e.g., document checklist delivery, pre‑departure guidance, scheduling of onboarding and airport reception). We do not hold client funds in escrow or trust. No recurring subscriptions are offered.
2. Definitions
| Term | Definition |
|---|---|
| Package | A one‑time bundled set of predefined support services purchased upfront. |
| Pre‑departure Phase | Period from payment confirmation until the student’s physical arrival in Canada. |
| Arrival & Onboarding Phase | Starts when the student lands in Canada and ends when initial in‑country setup tasks are completed. |
| Service Commencement | Moment we send the initial welcome email with access to checklists / orientation materials (normally within 24 hours of payment). |
| Force Majeure | Events outside the student’s control (visa refusal, government travel ban, border closure) that prevent travel. |
3. Refund Eligibility Window
Refund amounts depend on timing of the written cancellation request relative to service delivery milestones:
| Stage | Condition | Refund Percentage |
| A. Cooling-Off | Within 7 calendar days of payment AND before first live (virtual) briefing AND before arrival in Canada | 80% |
| B. Pre‑departure In Progress | After first live (virtual) briefing OR after day 7 (whichever occurs first) but before arrival | 40% |
| C. Post-Arrival / Onboarding Begun | Student has arrived in Canada OR any in‑person service (airport pickup, local setup) has started | 0% |
Rationale: A significant portion of package value is delivered through planning, documentation, scheduling, and advisory work completed early in the process.
4. Non-Refundable & Deductible Third‑Party Costs
Where third‑party services (e.g., pre‑booked airport transfer, prepaid local SIM, specific paid coordination add‑ons) have been secured and are non‑recoverable, their net cost will be deducted from any refund. We will provide itemization upon request.
5. Force Majeure / Visa Outcomes
If the student cannot travel due to a documented visa refusal or an official government travel ban, and has not yet arrived in Canada:
The student may defer the full package for up to 12 months at no extra charge OR
Request a refund calculated according to Section 3 (Stages A or B), since preparatory work may already have been performed.
Visa refusals must be evidenced by the official refusal letter (PDF or image). Travel bans must reference an official government announcement.
6. Cancellation Procedure
Send a written request from the payer’s or the student’s registered email to adriana.caicedo@canada-go.ca with subject: Refund Request – [Student Name].
Include: full name, payment date, invoice number, reason for cancellation, and any supporting documents (e.g., visa refusal letter).
We acknowledge within 2 business days.
Determination & calculation provided within 5 business days after all required evidence is received.
7. Refund Processing & Method
Approved refunds are issued within 10 business days of confirmation.
Refunded only to the original payment method / original payer to comply with anti‑fraud and AML requirements.
Currency of refund: same currency originally settled to us (normally CAD). Any bank or FX fees outside our control are borne by the recipient.
8. Changes, Deferrals & Substitutions
One (1) no‑cost deferral of the Arrival & Onboarding Phase (up to 12 months) is permitted if travel is postponed; pre‑departure services already delivered are not repeated beyond providing updated checklists.
Transfer of a package to a different student is not permitted once service commencement occurs (Section 2).
9. Chargebacks / Disputes
Before filing a chargeback, students or payers must contact marcelo.nieto@canada-go.ca. We maintain time‑stamped records (orientation emails, call logs, checklist access, scheduling confirmations) and will provide them to payment partners to evidence service delivery if a dispute is raised. Unfounded or abusive chargebacks may lead to suspension of future service eligibility.
10. No Tuition, Immigration or Financial Services
Canada GO does not:
Collect tuition or institutional academic fees.
Provide regulated immigration representation or charge for immigration legal advice via this payment channel.
Offer investment, escrow, or financial custody services.
All tuition payments are made directly to the respective educational institutions through their own approved channels.
11. Compliance & Record Retention
We retain transaction and communications records for minimum 7 years (or longer where required by Canadian regulation) to support audit, AML, and dispute resolution processes.
12. Data Protection
Personal data used for payment, onboarding, and support is processed in accordance with our Privacy Policy (link here) and applicable Canadian privacy regulations. Only data necessary to deliver services or meet compliance obligations is retained.
13. Policy Amendments
We may update this policy to reflect regulatory changes or process improvements. The “Effective Date” and “Version” at the top of this page will indicate the current applicable version. Material changes will be communicated via email to active students.
14. Contact
| Refund & cancellation requests | adriana.caicedo@canada-go.ca |
15. Quick Summary (Plain Language)
Pay once for a fixed support package.
80% refund if you cancel within 7 days AND before first live session AND before arrival.
40% refund after first session or day 7 (whichever first) but before arrival.
0% refund after arrival or any in‑person service starts.
Visa refusal? You can defer 12 months or apply normal refund rules.
Refunds go back to the original payer/method within 10 business days.
Disclaimer: This policy is provided for transparency to students and payment partners. It does not waive any rights afforded under applicable consumer protection laws.
