Refund policy

Effective date: September 23, 2026
Last updated: September 23, 2026

1. Scope

This policy explains when CanShip issues refunds and credits. It applies to CanShip subscriptions bought directly from us (Starter, Grow, Pro and Enterprise) and to professional services.

CanShip is a warehouse management system operated by My Passion Media Inc., a British Columbia corporation. We sell access to software, not physical goods. You connect your own carrier accounts and your carriers bill you for postage, so CanShip does not sell or refund postage.

If you subscribe through the Shopify App Store, Shopify bills you for that subscription and handles payment disputes for it. For any billing question, you can still contact us at billing@canship.co.

This policy is part of, and read together with, our Terms of Service and Privacy Policy. If this policy and the Terms of Service conflict, the Terms of Service control.

2. Summary

• Trial: every plan starts with a 14-day free trial. Shipments during the trial are free, and if you cancel before it ends you are not charged.
• Cancelling: you can cancel at any time. Cancellation takes effect at the end of the period you have paid for, and you keep full access until then.
• Monthly and annual plans: no refunds, and no prorated refunds for part of a month or year.
• Overage: shipments over your plan's allowance are charged up to the date your cancellation takes effect.
• Billing errors: if we charged you something that was not due, we refund or credit it.
• Professional services: refundable before the work starts, not for work already delivered.

To cancel, use the billing page in CanShip or email billing@canship.co.

3. Free Trial

Every plan, monthly or annual, starts with a 14-day free trial. A payment method is required to start it. Shipments during the trial are not charged, and if you cancel before the trial ends, you are not charged at all. If you do not cancel, the first plan charge is made when the trial ends.

4. Monthly Subscriptions

Monthly plans are billed in advance on your billing date. If you cancel, the cancellation takes effect at the end of the current month of service, and you keep full access until then. We do not refund or prorate any part of a month.

5. Annual Subscriptions

Annual plans are billed in advance for the full year, at the annual price on our pricing page. If you cancel, the cancellation takes effect at the end of the paid year, and you keep full access until then. We do not refund any part of an annual fee, including unused months. Cancelling before your renewal date stops the next year's charge.

6. Overage

Shipments over your plan's monthly allowance are charged as overage, as described in Section 4.4 of the Terms of Service. A voided label is removed from the count for the cycle in which it is voided. Overage is charged for shipments up to the date your cancellation takes effect. Overage charges are not refundable, except for a billing error under Section 9.

7. Plan Changes

You can change plans on the billing page in CanShip. Proration, if any, follows the settings of our payment processor's billing page. A plan change does not create a refund.

8. Failed Payments

If a payment fails, your account stays active and we show a notice in CanShip while our payment processor retries the charge. If the final retry fails, the subscription is cancelled and the account is suspended. Amounts that remain unpaid are still owed.

9. Billing Errors

If we charged you an amount that was not due under the Terms of Service (for example, a duplicate charge, or a charge for the wrong plan), email billing@canship.co. Once we confirm the error, we refund it to your original payment method or credit it to your account.

10. Professional Services and One-Time Fees

10.1 Onboarding and migration

Onboarding and migration services (data import, integration setup, training, custom configuration) are quoted on a per-engagement basis and charged separately from the subscription.

• Before the work starts: fully refundable if you cancel the engagement at least three business days before the scheduled start.
• After the work starts: non-refundable for hours already delivered. Any unstarted portion is refundable on request.

10.2 Setup fees

Any one-time setup fee itemized on an Order Form is non-refundable once we have configured the account.

10.3 Custom development or integrations

Custom development billed under a separate statement of work is governed by that statement of work, not this policy.

11. Taxes

Where any amount is refunded, the GST, HST, PST or QST charged on it is refunded in proportion. We do not refund taxes separately from the underlying fee.

12. Chargebacks and Disputes

If you have a billing concern, please contact us first at billing@canship.co. We can usually resolve an issue faster than a card-network dispute, and a chargeback filed without contacting us may delay service or result in account suspension while the dispute is investigated.

If a chargeback is filed against your CanShip account, we may suspend the account pending resolution. If the chargeback is decided in CanShip's favour, we may reinstate the account on payment of the disputed amount plus any chargeback fees our payment processor charged us.

We may terminate the account and pursue collection for repeated or fraudulent chargebacks, in accordance with the Terms of Service.

13. Service Credits (Enterprise)

Enterprise customers with a written SLA may be entitled to service credits when uptime falls below the contractual threshold. Service credits are issued against future invoices, not refunded in cash, unless the written SLA says otherwise. Service-credit calculations are set out in the applicable Order Form or SLA exhibit.

Starter, Grow and Pro plans do not carry service credits. See Section 10 of the Terms of Service.

14. Exceptional Circumstances

In rare cases (for example, an extended service outage or material data loss attributable to us), we may issue a refund or credit beyond what this policy requires. These are at our discretion, decided case by case, and do not create a precedent.

If we materially change the service in a way that removes a feature you rely on, we will give reasonable notice and, on request, refund the prorated portion of the unused term.

15. How to Request a Refund or Cancel

To cancel, use the billing page in CanShip. For anything else, email billing@canship.co with:

• The CanShip account email or company name.
• What you are asking for (for example, cancelling a subscription, correcting a charge, or refunding onboarding hours).
• For a service-quality request, a description of the issue and any relevant order or shipment IDs.

We aim to acknowledge requests within one business day and resolve them within five business days.

16. Changes to This Policy

We may update this policy from time to time. We will post the updated policy at canship.co/policies/refund-policy with a new "Last updated" date. Material changes that reduce your rights take effect 30 days after we notify you by email at the address on the account, or on your next billing renewal, whichever comes later.

17. Governing Law and Contact

This policy is governed by the laws of the Province of British Columbia and the federal laws of Canada applicable in that province, consistent with Section 15 of the Terms of Service.

My Passion Media Inc.
102-3A Burbidge St., Coquitlam, BC, Canada, V3K 7B2
Billing: billing@canship.co
Privacy: privacy@canship.co