Refund Policy

This Refund Policy explains when and how TelePortUs providers can receive refunds for subscription payments. It is designed to comply with Canadian consumer protection law, including the British Columbia Business Practices and Consumer Protection Act (BPCPA), the Quebec Consumer Protection Act (including the 10-day withdrawal right for distance contracts), and the consumer protection statutes of all other provinces. TelePortUs's policy is to be fair, transparent, and prompt with refunds.

Every new provider receives a 3-month (90-day) free trial. During the trial:

• The card on file is NEVER charged.

• Providers can cancel at any time before the trial ends and will never be billed.

• At trial end, the provider's selected plan begins automatically (Monthly by default if no plan was chosen).

Because the trial is free, there is nothing to refund during the trial period — but if any charge is ever made in error during a trial, it will be refunded in full within 5 business days of notification.

Refunds are available in the following circumstances:

• Erroneous or duplicate charges — refunded in full, automatically, once identified.

• First payment within 7 days — providers who pay for their first month, first year, 2-year, or 3-year term may cancel and receive a FULL refund within 7 days of that first payment, where no consultations have been conducted.

• Unforeseen health circumstances — where a provider experiences an unforeseen health circumstance that prevents them from using the service, we will review the request on its merits, may extend the refund window or grant a partial refund, and will respond within 2 business days with a clear decision.

• Quebec distance-contract withdrawal — where applicable under the Quebec Consumer Protection Act, providers have 10 days from the date of purchase to withdraw from a distance contract; TelePortUs honours this right with a full refund.

• Service failure — if TelePortUs is materially unable to provide the core video-call service for an extended period (e.g., prolonged outage caused by us), providers may receive a pro-rated refund for the affected period.

• Multi-year plans cancelled after the 7-day window: refunds are not provided for the remaining term, because the discounted rate was applied in exchange for the upfront commitment. Providers retain access until the paid term ends.

The following are not refundable:

• Any charge more than 7 days past the first payment, except in the case of unforeseen health circumstances reviewed under section 3.

• The Monthly ($19/mo) plan beyond the 7-day window: if you cancel after the 7-day window, your account remains active until the END of the current billing month (you keep full access for the month you paid for), and no money is refunded.

• Partial or fully used billing periods (outside the 7-day window described above).

• Multi-year plan discounts where the provider cancels partway through the term — the upfront price already reflects a significant discount (21-47% off), and the access continues for the full paid term.

• Charges correctly applied after the free trial ended, where the provider did not cancel before the trial ended.

• Any amounts disputed without basis after services were provided.

To request a refund:

1. Contact refunds@totuslife.org with your account email, the charge date, and the reason for the request.

2. Our billing team will respond within 2 business days.

3. Approved refunds are issued to the original payment method via Stripe within 5-10 business days, depending on the card issuer.

Providers may also cancel or manage their subscription directly through the billing page in their dashboard at any time — cancellation does not require contacting us.

If a provider disputes a charge with their card issuer (chargeback), we will:

• Review the dispute with evidence of the transaction, the trial terms, and this Refund Policy.

• If the charge was valid and correctly disclosed, we will defend the dispute through Stripe's process.

• If the charge was erroneous, we will refund it in full and waive any dispute.

Providers are encouraged to contact us first at refunds@totuslife.org — most issues are resolved faster directly than through a chargeback, and we will never penalize a provider for asking.

TelePortUs operates across Canada and honours the strongest applicable consumer protections in each province:

• British Columbia — BPCPA: no unfair practices; clear disclosure; right to remedies for services not provided as agreed.

• Quebec — Consumer Protection Act: 10-day withdrawal right for distance contracts, applied by TelePortUs.

• Ontario — Consumer Protection Act, 2002: clear disclosure of price and terms; cancellation rights for online agreements.

• All provinces: transparent pricing, no surprise charges, and prompt remedy for errors.

Nothing in this policy limits any right a consumer has under applicable law. Where law provides a broader right than this policy, the law prevails.

Refund requests and billing disputes:

Refunds: refunds@totuslife.org

Billing Support: support@totuslife.org

We aim to respond within 2 business days. This policy is reviewed regularly and was last updated in August 2026.