Cancellation and refund policy
Version 2026-10-06 · In effect October 6, 2026 · Part of the Terms of Service
How to cancel
- Before dispatch (paid, in review, or on hold): cancel from your account, on the order’s page. You see the refund before you confirm.
- After dispatch: ask from your account (Help & support) or email support@ottawasmallclaims.ca. We stop the service as soon as we can and refund under the rule below.
What is refunded
| When you cancel | You get back |
|---|---|
| Before the order is dispatched | What you paid, less the $15 booking and technology fee and the card processing fee |
| After dispatch, before service | What you paid, less the $15 booking and technology fee, the $35 dispatch fee, a per-attempt fee for each attempt already made, the add-ons (rush, Quebec, extra printing, and, once an attempt is made, other people at the same address), and the card processing fee |
| Once the recipient is served, or all included attempts are made | No refund |
- Taxes follow the refund: the GST/HST charged on the refunded part is refunded too. You get a credit note showing the pre-tax amount and the tax refunded.
- Card processing fee: the fee Stripe charged us on your payment, as Stripe reports it. When part of a payment is refunded (one linked order, or one person), the share of the fee in proportion to that part. It is shown before you confirm a cancellation.
- Per-attempt fee at a second address: an attempt at the second address you gave for the same recipient is set by that address’s zone.
- Per-attempt fee: set by the distance zone of the address where the attempt was made: $33 (up to 15 km), $43 (16 to 25 km), $56 (26 to 40 km); beyond 40 km, one third of the price after the booking, technology and dispatch fees, rounded down to the dollar. For a Notice of Examination (Form 20H), the same rule gives $46, $56 and $69 in those zones.
- Re-verification fee ($25 and any extra pages, after a hold): not refunded.
- Price difference (paid after a change of address or a price error): part of the service price, refunded under the same rules.
- Custom request fee (when one was quoted and paid): refunded in full if the order is cancelled before dispatch; not refunded after dispatch.
- Refunds go back to the card you paid with, usually within 5 to 10 business days depending on your bank.
Removing one person at an address
If an order serves several people at the same address, you can remove one of them while the rest of the order goes on: from your account before dispatch, or by asking us (Help & support) after.
| When you remove them | You get back |
|---|---|
| Before dispatch | Their price ($60) and their copy’s extra printing, with tax, less their share of the card processing fee |
| After dispatch, before the first attempt | Their price ($60), with tax, less their share of the card processing fee |
| Once an attempt is made, or once they are served | No refund for them |
Linked orders
Orders linked and paid together are cancelled and refunded one by one, each under the rules above as if it had been paid alone. The card processing fee is shared between them in proportion to what each order cost.
Example
Service at 12 km (zone 1, $149), Ontario mailing address, HST 13%: you paid $168.37.
- Cancelled before dispatch, card fee $5.18: $168.37 − ($15.00 + $1.95 HST) − $5.18 = $146.24.
- Cancelled after dispatch with one attempt made: refundable before tax $149 − $15 − $35 − $33 = $66.00, plus $8.58 HST = $74.58, less the card fee $5.18 = $69.40.
On hold
If your order is on hold because the document was not issued, you can cancel as above (before dispatch). Without an answer within 14 days, we cancel it for you on the same terms.
If your order is on hold for a custom request’s fee, you can pay it, continue without the request at no charge, or cancel as above. Without an answer within 14 days, the order continues without the request; it is not cancelled.
If your order is on hold for a price difference (Terms, section 5), you can pay it or cancel: with a full refund if the error is ours, otherwise as above. Without an answer within 14 days, we cancel it for you on the same terms. For a new address you asked for, you can also keep the original address at no charge; without an answer within 14 days, the order continues there.
If we stop your order
If we refuse or stop your order for a reason that is not your doing (for example, the address is unsafe or cannot be reached), we refund everything you paid, including the booking and technology fee and any fee paid after the order.