Cancellation policy

Purchase Options Cancellation Policy (Canada)

Effective date: August 22, 2025
Time zone: All dates/times referenced are Eastern Time (Toronto).

1) Scope

This policy applies only to products explicitly offered as a Subscription, Pre-Order, or Try Before You Buy (TBYB) on their product pages. It works together with our Terms of Service and Refund & Returns Policy. If there’s any conflict, the product-specific terms on the product page control for that product.

2) Definitions

  • Subscription: automatically recurring service/delivery billed per term.

  • Pre-Order: order for an item not yet in stock or not yet released.

  • TBYB: order where your payment method is authorized and you have a stated trial window to decide to keep or return.

3) Subscriptions

3.1 Renewal & billing

  • Subscriptions auto-renew at the stated frequency until cancelled.

  • Your payment method is stored securely and charged on each renewal date. If a renewal fails, we may re-attempt charges and suspend service until payment succeeds.

  • We may update prices; changes apply on your next billing cycle after notice.

3.2 Changes

  • You may change plan, frequency, or next charge date where available. Changes take effect on the next cycle unless the product page says otherwise.

3.3 Cancellation

  • Cancel at least one (1) day before your next billing date (by 11:59 PM ET) via your customer portal or the “manage” link in your order emails.

  • The current term is non-refundable once work begins, services are provisioned, or a delivery has been initiated—see our Refund & Returns Policy for category-specific rules (e.g., Hosting first-term window, Design Subscriptions usage rules).

  • If we have not started work or fulfilled anything in the current term, we may, at our discretion, process a refund or credit consistent with the Refund & Returns Policy.

3.4 Pauses

  • If a pause option is offered, pausing stops future renewals while keeping your account active. Pauses do not credit or refund time already elapsed in the current cycle.

3.5 First-term guarantees (where applicable)

  • Any first-term money-back window (e.g., Hosting) applies only to the covered portion (such as hosting fees) and excludes site work performed and third-party pass-through costs.

4) Pre-Orders

4.1 Payment & authorization

  • At checkout we may collect no payment, a deposit, or full payment. We may store and later charge the payment method for the balance when the item is ready to ship or deliver.

4.2 Cancellation

  • You may cancel a not-yet-fulfilled pre-order at any time for a refund of amounts paid, less any expressly non-refundable deposits or third-party pass-through costs disclosed on the product page.

  • Once an order status moves to Processing, Ready to Ship, Fulfilled, or equivalent, the order cannot be cancelled. Standard returns rules then apply.

4.3 Delays & substitutions

  • Release dates and availability are estimates and may change. If a material delay occurs, you may cancel before fulfillment for a refund of amounts paid (subject to any non-refundable deposit disclosed on the product page). We may offer a functionally equivalent substitution with your consent.

4.4 Failed captures

  • If final payment cannot be captured when the item is ready, we will notify you and hold the order for a reasonable period. If unpaid after that period, the pre-order may be cancelled.

5) Try Before You Buy (TBYB)

5.1 Authorization & trial window

  • We place an authorization hold on your payment method at checkout. Your product page will state the trial period (number of days).

5.2 Your options during the trial

  • Keep it: do nothing; after the trial window ends, we capture the payment and the sale is completed.

  • Return it: start a return within the trial window and ship the product back by the deadline we give you in the RMA instructions.

5.3 Condition, shipping & charges

  • Items must be returned unused, in original packaging with all accessories and tags.

  • Unless we shipped the wrong or defective item, return shipping is your responsibility.

  • If the item is missing parts, damaged, used, or returned late, we may capture the authorized amount in full or apply partial charges to cover loss in value, missing items, or cleaning/restocking (up to 10% for non-defective returns).

5.4 Non-returns or late returns

  • If we do not receive the item within the required period, we will capture the authorized amount for the full price.

6) How to cancel or change

Use your customer portal or the “manage” link in your order emails to cancel, pause, or modify purchase options. If you cannot access those, email support@markage.ca with your order number and request. For security, we may require identity verification.

7) Refunds, credits & fees

  • Approved refunds are issued to the original payment method. Processing times depend on your bank/card.

  • Non-refundable: third-party pass-through costs (e.g., licences, stock assets), expedited/rush fees once scheduling begins, shipping paid, and previously waived fees if the order is later refunded for reasons not caused by us.

  • We do not retroactively price-match or adjust for promotions.

8) Non-eligibility & exceptions

  • Started or delivered services in the current term; digital downloads once delivered or accessed; custom/personalized goods after production starts; and gift cards (except where required by law) are not cancellable/refundable.

  • Separate category rules in the Refund & Returns Policy apply to Hosting, Hosting + Site, Design Subscriptions, one-time services, digital goods, and merchandise.

9) Abuse prevention

We may refuse cancellations/refunds or restrict future purchases if we detect abuse (e.g., excessive returns, repeated chargebacks, fraudulent activity).

10) Where law prevails

If consumer-protection rules in your province grant additional rights (e.g., internet-agreement cancellation windows), those rights apply to eligible consumer purchases and override anything inconsistent here. Business-to-business purchases are governed by this policy.

Questions? Contact support@markage.ca.