Refund policy

Last updated: {{ "now" | date: "%B %d, %Y" }}

This policy describes how {{ shop_name }} handles payments, deposits, and refunds in connection with our concussion management infrastructure services (Protocol Assessment, Implementation, and Season-Long Management engagements).

1. Service Engagements

{{ shop_name }}'s services are provided under individually agreed engagements with each client organization. Payment terms, deposit amounts (if any), and refund or cancellation terms specific to an engagement are set out in the written proposal, statement of work, or agreement signed by the client. Where a specific engagement's written terms conflict with this general policy, the signed engagement terms control.

2. Deposits

Where a deposit is collected to reserve capacity for a service (for example, an early-access or scheduling deposit), the deposit is refundable at any time prior to the commencement of the associated work, unless otherwise stated in writing at the time the deposit is collected. Deposits do not guarantee enrollment in a specific program or outcome, and do not constitute payment for completed services.

3. Cancellations

If a client organization wishes to cancel a scheduled engagement, please contact us as soon as possible at {{ email }}. Refund eligibility for work already performed, materials already prepared, or third-party costs already incurred (such as laboratory or collection-kit costs) will be assessed on a case-by-case basis and outlined in the applicable engagement agreement.

4. Non-Refundable Items

Fees for services already rendered, and any third-party costs already committed on the client's behalf, are generally non-refundable once incurred, except as otherwise agreed in writing.

5. How Refunds Are Issued

Approved refunds will be returned using the original method of payment where possible. Please allow a reasonable processing time for the refund to appear, depending on your payment provider.

6. Questions

If you have questions about a payment, deposit, or potential refund, please contact us at {{ email }}.