Refund and Cancellation Policy
Governing Assessment and Consultation Services
Effective Date: [INSERT DATE] | Last Updated: [INSERT DATE]
1. Overview
This Refund and Cancellation Policy (“Policy”) governs all purchases of immigration assessments and consultations services (“Services”) offered by Zande Canadian Immigration Inc. (“Zande Canadian Immigration,” “we,” “our,” or “us” or “counsel”) through our website at www.zandeimmigration.com (the “Site”).
By purchasing any Service through the Site, you (“Client” or “you”) acknowledge that you have read, understood, and agree to be bound by this Policy. This Policy forms part of, and is incorporated into, our Terms of Service.
All Services are provided by Diana vander Zande, a Regulated Canadian Immigration Consultant (RCIC), License #R535987, regulated by the College of Immigration and Citizenship Consultants (CICC), or its employees, or contractors. Please be advised that upon signing a Consultation Agreement you agree that Zande Canadian Immigration is authorized to share your documents with its employees and contractors, and third parties – as is deemed necessary.
2. Services Covered
This Policy applies to the following Services purchased through the Site:
2.1 Immigration Assessment
A professional, written review of your immigration profile conducted by a licensed RCIC. The assessment includes an eligibility analysis across Canadian immigration programs and a written report with recommended pathways and next steps. The assessment is delivered electronically within fourteen (14) business days of receiving your completed assessment form(s) and documentation, as requested by Zande Canadian Immigration Inc.
2.2 Immigration Consultation
A one-on-one consultation with a licensed RCIC, available in the following durations:
- 15-minute consultation – introduction to immigration pathways
- 60-minute consultation – discussion of your particular immigration pathway
Each 60 minute consultation includes a review of your immigration situation, professional guidance tailored your background and goals, and a follow-up summary with recommendations. The consultation is delivered via video or phone call at a date and time agreed to by the counsel and client. The same refund and cancellation terms apply to all consultation durations.
2.3 Strategy Package
A comprehensive service that combines an Immigration Assessment and an Immigration Consultation into a single package. The Strategy Package includes a professional written assessment of your immigration profile and a one-on-one consultation with a licensed RCIC. The refund terms for each component of the Strategy Package are governed by the corresponding sections of this Policy (Sections 5 and 6).
3. Nature of Services
The Services offered by Zande Canadian Immigration are professional services that involve the application of specialised knowledge, expertise, and professional judgment by a licensed RCIC. The Client acknowledges and agrees that:
- The Services constitute professional immigration consulting services regulated by the CICC;
- The delivery of Services requires the commitment of professional time, resources, and expertise;
- The outcome of any immigration application is at the sole discretion of Immigration, Refugees and Citizenship Canada (IRCC) or the relevant government authority, and Zande Canadian Immigration Inc. makes no guarantees either expressed or implied regarding the outcome of any application or process;
- As per CICC regulations, fees paid are for professional time and expertise, not for a guaranteed result.
4. Payment and Order Confirmation
All Services are purchased through our online store. Upon placing an order, you will receive an order confirmation and instructions to submit payment via one of the following methods:
- Interac e-Transfer (Canadian clients) — sent to the email address provided on the order confirmation page;
- Wise (wise.com) (international clients) — sent to the email address provided on the order confirmation page.
Your order is not confirmed, and Services will not commence until payment has been received and verified by Zande Canadian Immigration Inc. If payment is not received within seventy two (72) hours of placing your order, the order may be cancelled at our discretion without further obligation to either party.
5. Refund Policy — Immigration Assessment
This section applies to the standalone Assessment and to a Consultation.
5.1 Before the Assessment Form Is Submitted
If you paid for an Assessment but have not yet submitted the assessment form and associated forms, you may request a full refund by contacting us in writing at info@zandeimmigration.com. In this case, no professional work has commenced, and a full refund of the assessment fee will be issued within fifteen (15) business days of your request, less any applicable transaction fees charged by the payment provider (Bank, Interac or Wise).
5.2 After the Assessment Form Is Submitted
Once you have submitted your completed assessment form, professional work on your file is considered to have commenced. At this stage, the assessment fee is non-refundable, as Zande Canadian Immigration Inc. has begun dedicating professional time and resources to reviewing your profile.
5.3 After the Assessment Report Is Delivered
Once your written assessment report has been delivered to you electronically, the Service is considered fully rendered. No refund will be issued. The Client acknowledges that the value of the assessment lies in the professional analysis and guidance provided, not in a particular immigration outcome.
6. Refund Policy — Consultation
6.1 Cancellation More Than 24 Hours Before the Scheduled Consultation
If you cancel your consultation more than twenty-four (24) hours before the scheduled appointment time, you may reschedule, at no additional charge, subject to availability.
6.2 Late Cancellation (Less Than 24 Hours Before the Scheduled Consultation)
If you cancel less than twenty-four (24) hours before your scheduled appointment, at our sole discretion, we may offer a one-time opportunity to reschedule to an alternative date, subject to availability. This courtesy is not guaranteed and should not be relied upon.
6.3 No-Show
If you fail to attend your scheduled consultation without prior notice (“no-show”), the consultation fee is non-refundable, and no rescheduling will be offered. The RCIC’s time was reserved exclusively for your appointment and cannot be recovered.
6.4 After the Consultation Has Taken Place
Once the consultation has commenced, the Service is considered fully rendered. No refund will be issued. The fee is earned by the RCIC upon commencement of the provision of professional advice, in accordance with CICC regulations.
7. Refund Policy — Strategy Package
7.1 Before Either Component Has Commenced
If you have purchased an Assessment and neither the assessment form or other requested documents have been submitted nor the consultation has been scheduled, you may request a full refund contacting us in writing at info@zandeimmigration.com. A full refund will be issued within thirty (30) business days, less any applicable transaction fees.
7.3 After Both Components Have Commenced
Once the assessment form has been submitted, the fees are non-refundable.
8. Refunds Initiated by Zande Canadian Immigration
In the following circumstances, Zande Canadian Immigration may, at its sole discretion, issue a partial or full refund:
- Service not delivered: If Zande Canadian Immigration is unable to deliver the purchased Service for any reason, (excluding circumstances beyond our reasonable control), a full refund will be issued;
- Technical failure: If a consultation cannot proceed due to a technical issue on our end (e.g., video call failure caused by our systems), we will reschedule at no additional cost.
- Duplicate payment: If a Client is charged more than once for the same Service due to a payment processing error, the duplicate amount will be refunded promptly.
9. How to Request a Refund
All refund requests must be submitted in writing to:
Email: info@zandeimmigration.com
Subject line: Refund Request
Please include your full name, date of purchase, and the reason for your refund request. Zande Canadian Immigration will acknowledge receipt of your request within two (2) business days and will process eligible refunds within fifteen (15) business days of approval.
10. Method of Refund
Approved refunds will be issued using the original payment method where possible. If a refund via the original method is not feasible (for example, due to limitations of the Interac e-Transfer or Wise platform), Zande Canadian Immigration will work with the Client to arrange an alternative refund method. Zande Canadian Immigration is not responsible for any currency exchange rate fluctuations or third-party transaction fees incurred by the payment provider during the refund process.
11. No Guarantee of Outcome
The Client acknowledges and agrees that no refund will be issued based on dissatisfaction with the content or conclusions of an assessment or consultation. The Services represent the professional opinion and expert analysis of a licensed RCIC based on the information provided by the Client at the time-of-service delivery. The value of the Service lies in the professional analysis itself, not in any immigration outcome.
If the Client provided incomplete, inaccurate, or misleading information that materially affected the quality of the Service, Zande Canadian Immigration shall have no obligation to issue a refund or to re-perform the Service.
12. Regulatory Compliance
Zande Canadian Immigration operates in compliance with the regulations, By-laws, and Code of Professional Conduct established by the College of Immigration and Citizenship Consultants (CICC). In accordance with CICC regulations:
- Fees that have been earned for services already rendered are non-refundable;
- Unearned fees for services not yet commenced or completed will be refunded upon termination of the service relationship, on request in writing;
- The RCIC shall not complete or charge for unnecessary work.
In the event of a dispute that cannot be resolved between the Client and Zande Canadian Immigration, the Client may file a complaint with the CICC. Information about the complaint process is available at: college-ic.ca — File a Complaint.
13. Consumer Protection
This Policy is intended to comply with the Ontario Consumer Protection Act, 2002 (as amended) and applicable federal and provincial consumer protection legislation. Nothing in this Policy is intended to limit or exclude any rights that the Client may have under applicable consumer protection laws that cannot be limited or excluded by contract.
If any provision of this Policy conflicts with mandatory consumer protection legislation applicable in the Client’s jurisdiction, the applicable legislation shall prevail to the extent of the conflict.
14. Force Majeure
Zande Canadian Immigration shall not be liable for any failure or delay in performing its obligations under this Policy to the extent that such failure or delay results from circumstances beyond its reasonable control, including but not limited to: natural disasters, pandemics, government actions, internet or telecommunications failures, power outages, or disruption to third-party service providers. In such events, Zande Canadian Immigration will make reasonable efforts to reschedule the affected Service or offer an alternative arrangement.
15. Amendments
Zande Canadian Immigration reserves the right to update or modify this Policy at any time. Any changes will be posted on this page with an updated “Effective Date.” The Policy in effect at the time of your purchase will govern your transaction. We encourage you to review this Policy periodically.
16. Governing Law and Jurisdiction
This Policy shall be governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein. Any dispute arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the courts of the Province of Ontario, except as otherwise required by applicable law.
17. Contact Information
If you have any questions about this Policy, please contact us:
Zande Canadian Immigration Inc.
Suite 501 – 77 City Centre Drive
Mississauga, Ontario, L5B 1M5, Canada
Email: info@zandeimmigration.com
Phone: +1-226-580-7673
Website: www.zandeimmigration.com