Refund & Cancellation Policy

1. General Principles

CareersHeights is a marketplace that connects Users with independent Experts.

Refunds and cancellations must balance fairness to Users and Experts while ensuring the integrity of the Platform.

• Users may request refunds under certain conditions.
• Experts may set reasonable cancellation rules, provided they comply with this Policy.
• CareersHeights may intervene in disputes where necessary.

2. User Cancellations

2.1 Standard Cancellation Window

Unless otherwise stated on the Expert's profile:

• Users may cancel a session up to 24 hours before the scheduled start time for a full refund.
• Cancellations made less than 24 hours before the session are non refundable, except where required by law.

2.2 Expert Specific Policies

Experts may set their own cancellation windows, provided they:

• Are clearly displayed on their profile
• Do not violate Ontario consumer protection laws
• Are not misleading or unfair

If an Expert's policy is stricter than CareersHeights' default, the stricter policy applies only if it is clearly disclosed.

3. Expert Cancellations

If an Expert cancels a session:

• Users receive a full refund, regardless of timing
• Experts do not receive payout for the cancelled session
• Repeated cancellations may result in Expert account review or suspension

4. No Show Policy

4.1 User No Show

A User is considered a no show if they:

• Fail to join the session within 15 minutes of the scheduled start time
• Do not notify the Expert in advance

In this case:

• The session is non refundable
• The Expert receives their payout

4.2 Expert No Show

An Expert is considered a no show if they:

• Fail to join the session within 15 minutes
• Do not notify the User in advance

In this case:

• The User receives a full refund
• The Expert forfeits payout
• Repeated no shows may result in suspension

5. Technical Issues

5.1 Platform Related Issues

If a session cannot proceed due to a CareersHeights system failure:

• Users receive a full refund or may reschedule at no cost
• Experts do not receive payout for the affected session

5.2 User or Expert Technical Issues

If technical issues occur on either side (e.g., poor internet connection):

• CareersHeights may review the situation
• Refunds or rescheduling may be granted at our discretion

6. Refund Requests

6.1 How to Request a Refund

Users may request a refund by:

• Using the refund option in their dashboard (if available), or
• Contacting CareersHeights at info@careersheights.com

Refund requests must include:

• Booking details
• Reason for the request
• Any supporting evidence (if applicable)

6.2 Processing Time

Refunds are processed through the original payment method.

Processing times vary depending on the payment provider (e.g., Stripe).

Typical processing time: 5–10 business days.

7. Impact on Expert Payouts

If a refund is issued:

• The Expert's payout for that session is reversed or withheld
• CareersHeights may also reverse its commission
• If the Expert has already been paid, the amount may be deducted from future payouts

8. Non Refundable Fees

The following are non refundable, except where required by law:

• Expert subscription fees
• Platform fees
• Late cancellation fees
• No show fees
• Any service already delivered

Ontario's Consumer Protection Act overrides any conflicting terms.

9. Multi Session Packages & Bundles

If an Expert offers multi session packages:

• Unused sessions may be refundable only if the Expert's policy allows it
• Used sessions are non refundable
• Refunds for partially used packages are prorated based on the Expert's listed rates

Experts must clearly disclose package refund rules.

10. Document Review Services

For resume reviews, cover letter edits, or similar services:

• Refunds are available only if the Expert has not yet begun work
• Once the Expert has started reviewing or editing, the service is considered in progress and is non refundable

11. Disputes

If a User and Expert disagree about a refund:

• CareersHeights may request evidence from both parties
• We may issue a refund, partial refund, or deny the request
• Our decision is final

CareersHeights is not obligated to mediate disputes but may do so to maintain platform integrity.

12. Abuse of Refund Policy

CareersHeights may suspend or terminate accounts that:

• Repeatedly request refunds without valid reason
• Attempt to exploit or manipulate the refund system
• Engage in fraudulent activity

13. Changes to This Policy

We may update this Policy from time to time. When changes are made, we will:

• Update the "Effective Date"
• Provide notice through the Platform or email (for material changes)

Continued use of the Platform after changes take effect constitutes acceptance of the updated Policy.

14. Contact Information

For questions about this Policy, contact: