Refund & Cancellation Policy – Topcelpip.com

We want you to be satisfied with your purchase. This policy complies with Canadian consumer protection laws while reflecting the digital nature of our products.

1. Consumer Rights Notice

Important: Under Canadian consumer protection laws, you may have additional rights beyond this policy. Provincial legislation may provide mandatory cooling-off periods or other protections that cannot be waived.

Quebec Residents: You have the right to cancel distance contracts within the timeframes specified in Quebec's Consumer Protection Act.

2. Standard Refund Policy

Due to the nature of our digital content, refunds are limited once PDF test material has been downloaded or accessed.

Refunds will be considered in these cases:

• Duplicate purchase of the same PDF within 48 hours
• Payment processed but content not delivered within 24 hours
• Corrupt file downloads that cannot be resolved within 72 hours
• Technical issues preventing access within 7 days of purchase

Refund Timeline: Requests must be made within 14 days of purchase.

3. Consumer Protection Refunds

Mandatory Refund Situations:

• Misrepresentation of product content or features
• Technical impossibility of download due to our system issues
• Violation of your consumer protection rights under provincial law

Quebec Distance Contracts: Quebec residents may cancel within applicable statutory periods regardless of download status.

4. Not Eligible for Refund

• Changed mind after successful download and access
• Expected different content after reviewing materials
• Purchased but didn't use the files
• Failed the CELPIP test after using our materials
• Purchased wrong product level without consulting descriptions

5. Pass Guarantee Policy

If you purchase a PDF bundle with a "Pass Guarantee" badge:

Requirements:

• Complete all test sets included in the package
• Take official CELPIP test within 90 days of purchase
• Email proof of CELPIP test failure within 30 days of receiving results
• Provide CELPIP registration and official score report
• Have used materials as primary study resource

Guarantee Coverage:

• Full refund OR free additional study materials (your choice)
• One-time guarantee per customer
• Final eligibility determination at our reasonable discretion

6. Tax Refunds

For approved refunds:

• GST/HST/PST will be refunded proportionally
• Tax receipts will be adjusted/cancelled as required
• Business purchasers should adjust their input tax credits accordingly

7. Payment, Subscriptions, Refunds, and Chargebacks

7.1 Payment Terms

Access to premium features of TopCELPIP.com requires payment. Fees are charged in U.S. dollars and are due at the time of purchase. We may offer one-time purchases, subscriptions, or promotional pricing. All prices are published on the Premium page of our website and may change from time to time.

7.2 Automatic Renewal

If you purchase a subscription plan, it will automatically renew at the end of each billing cycle unless you cancel. To avoid renewal, you must cancel your subscription at least five (5) days before the renewal date.

7.3 Refund Policy

All payments are non-refundable except as required by law. However, we may provide refunds in the following limited situations:

• Pass Guarantee: If you do not pass the CELPIP exam after completing all practice tests on TopCELPIP.com within 30 days prior to your official exam date, you may request a refund. Proof of exam failure must be provided.
• Technical Issues: If the product is not delivered, has major defects, or is not as described, you may be eligible for a refund upon verification.

Refund requests must be submitted to support@topcelpip.com within 7 days of your purchase.

7.4 Chargeback Policy

We strongly discourage initiating a chargeback without first contacting our support team. Unauthorized chargebacks may result in:

• Immediate suspension or termination of your account
• Loss of access to purchased products or services
• Potential liability for processing fees or costs incurred

If you experience any issues with your payment, please contact support@topcelpip.com. We will work with you to resolve the issue before any chargeback is filed.

8. Processing and Timeline

How to Request a Refund: Email: support@topcelpip.com

Include:

• Full name and order email address
• Transaction ID or receipt
• Detailed description of issue
• Screenshots if technical problem
• Province of residence

Processing Timeline:

• Response: Within 2 business days
• Investigation: 3–5 business days
• Refund processing: 5–10 business days if approved
• Bank processing: Additional 3–7 business days depending on institution

9. Cancellation Policy

Single Purchases: No cancellation required (one-time transactions)

Future Subscriptions: If we introduce subscription services:

• Cancel anytime from your account dashboard
• Email cancellation: support@topcelpip.com
• No cancellation fees
• Access continues until end of billing period

10. Dispute Resolution

If unsatisfied with our refund decision:

Provincial Options:

• Ontario: Consumer Protection Ontario
• British Columbia: Consumer Protection BC
• Quebec: Office de la protection du consommateur
• Other Provinces: Contact your provincial consumer affairs office

Federal Option: Competition Bureau of Canada for misleading advertising claims

11. Contact for Refunds and Support

Customer Service Hours: Monday–Friday, 9 AM – 5 PM EST

Email: support@topcelpip.com

Response Guarantee: Within 24 hours on business days

These policies are governed by Canadian law and comply with PIPEDA, CASL, and applicable provincial consumer protection legislation.
Last Updated: 1st August, 2025