Legal

Refund Policy

When a refund is available, and how to ask for one.

Draft for professional legal review — not yet approved for publication.

This document is a working draft. It must be reviewed by legal counsel and aligned with the final screening provider agreement before launch.

Draft last updated: October 26, 2026

1. Before submission to our screening provider

If your application has been paid for but has not yet been submitted to our screening provider, you can cancel and receive a full refund of the amount paid, including taxes.

2. After submission to our screening provider

Once your application has been submitted to the provider, costs are incurred on your behalf, and the fee is generally non-refundable. This applies regardless of the content of the result.

We will issue a full or partial refund after submission where:

we cannot complete your check because of an error on our part; or
the screening provider fails to complete the check for reasons not caused by you.

A refund is not normally available after submission where the check could not be completed because of inaccurate information you provided, because you did not complete identity verification or required follow-up steps (such as fingerprint verification), or because you chose not to continue.

3. Wrong check type

Before purchase we ask you to confirm with your employer or requesting organization which check type they require (Level 1 or Level 2), and we explain that it is not a Vulnerable Sector Check. If you purchased the wrong type of check despite these warnings, we can refund you only if the application has not yet been submitted to the provider.

4. Acceptance by an organization

Each organization decides which checks it accepts. We cannot provide a refund because an organization declines to accept a result after the check has been submitted.

5. How to request a refund

Use our contact form and choose “Payment or refund”.
Include your application reference and the email address used on the application.
Briefly explain the reason for your request. Do not include ID documents or results.

Approved refunds are returned to the original payment method. Processing times depend on your card issuer and typically take 5 to 10 business days to appear.

6. Business accounts

Refunds for checks paid by an organization are made to the organization's payment method in line with its business account terms.

7. Your statutory rights

Nothing in this policy limits any rights you may have under the Ontario Consumer Protection Act, 2002 or other applicable law.