Introduction
A refund policy for online sales at Carleton is mandatory. Below are samples of refund policies (sometimes also called a cancellation policy) which are to be used as templates for CU Ecommerce clients to provide to their customers.
Process
- Consult the templates below to decide which policy best suits the requirements of the service, event or product you are selling.
- Copy the policy you select and paste it into a word-processing document (e.g., MS Word).
- Adjust the text (including any email addresses and dates to your requirements). You can pick pieces of different policies to combine as long as you retain the most important elements.
- Submit the policy via the ITS Service Desk Portal, or via email.
- In the service request, comment that you are submitting your refund policy. You then attach the saved document to the comment before you submit it. (You can also paste it into the comment directly if you prefer.)
We will then publish your refund/cancellation policy on a separate page with a link in the navigation of the website where the event/service/product is being sold.
Please note we cannot go live with an ecommerce instance without a refund/cancellation policy. If you require us to go live we will add the default policy (see below) which guarantees a 100% refund.
Refunds
Default policy
You will receive a one hundred percent (100%) refund if requested at any time up to the start of the event (17:00 on 31/10/2023).
Refunds must be requested in writing by e-mail or surface mail. All refund requests must be made by the attendee or credit card holder.
Refund requests must include the name of the credit card holder, attendee/customer and transaction number. Refunds will be credited back to the original credit card used for payment.
Carleton University reserves the right to cancel events. If Carleton University cancels an event or service for any reason we will process refunds for these within 28 days. Please do not include your credit card number in any refund requests. Carleton University is not responsible for the timeframe within which the payment card issuing bank refunds the money to your card.
Refunds requested due to a change in event programming are at the discretion of the University.
Policy 1 – generic for both Events and Services
All cancellations must be received at least 48 business hours before the start of the event. A refund service fee may be applicable. No refunds for cancellations will be processed after this period.
Refunds must be requested in writing by e-mail or surface mail. All refund requests must be made by the attendee or credit card holder.
Refund requests must include the name of the credit card holder, the name of the attendee/customer, and the transaction number. Please do not include your credit card number in any refund requests. Refunds will be credited back to the original credit card used for payment. Please allow 28 days for processing.
Carleton University reserves the right to cancel events. If Carleton University cancels an event or service for any reason we will process refunds for these within 28 days. Please do not include your credit card number in any refund requests. Carleton University is not responsible for the timeframe within which the payment card issuing bank refunds the money to your card.
Refunds requested due to a change in event programming are at the discretion of the University.
Policy 2 – policy with penalties
Refunds are issued for cancellations which are made up to 48 hours before the start of the event (31/10/2023).
- For cancellations received before 31/08/2023, an eighty percent (80%) refund will be issued
- For cancellations received between 01/09/2023 and 24/10/2023, a sixty percent (60%) refund will be issued
- For cancellations received between 25/08/2023 and 31/10/2023, a thirty percent (30%) refund will be issued
Refunds must be requested in writing by e-mail or surface mail within. All refund requests must be made by the attendee or credit card holder.
Refund requests must include the name of the credit card holder, attendee/customer and transaction number. Please do not include your credit card number in any refund requests. Refunds will be credited back to the original credit card used for payment. Please allow 28 days for processing.
Carleton University reserves the right to cancel events at its sole discretion. Carleton University will process refunds for cancelled events within 28 days. Carleton University is not responsible for the timeframe within which the payment card issuing bank refunds the money to your card.
Refunds requested due to a change in event programming are at the discretion of the University.
Policy 3 – General for all merchandise/products
Purchases are non-refundable, with the exception of goods that are delivered in a damaged or faulty condition, or incorrectly provisioned.
Such refunds must be requested in writing by e-mail or surface mail. All refund requests must be made by the attendee or credit card holder. All refund requests must be made within 30 calendar days of purchase.
Refund requests must include the name of the credit card holder, attendee/customer and transaction number. Please do not include your credit card number in any refund requests. Refunds will be credited back to the original credit card used for payment. Please allow 28 days for processing.
Purchasers are solely responsible for the costs and risks of return shipping, where applicable.
Policy 4 – More generous merchanidise/products policy
All purchases are refundable, if they are returned within 30 calendar days of purchase (exclusive of public holidays in Ontario, and University closures). Products must be unused, undamaged, and in the original packaging (unless the product is delivered in damaged or faulty condition).
Purchasers are solely responsible for the costs and risks of return shipping, where applicable.
Refund requests must include the name of the credit card holder, attendee/customer and transaction number. Please do not include your credit card number in any refund requests. Refunds will be credited back to the original credit card used for payment. Please allow 28 days for processing.
Please email xyz@carleton.ca to request the refund and to receive instructions on how to return the item(s).