Refund policy

Effective date: May 4, 2026
Last updated: May 4, 2026

1. Scope

This policy explains when and how CanShip issues refunds or credits. It applies to all CanShip subscription plans (Free, Starter, Grow, Pro, Enterprise) and to any professional services or marketplace postage purchased through CanShip.

CanShip is a software-as-a-service warehouse management system operated by My Passion Media Inc., a British Columbia corporation. We sell access to software, not physical goods. This policy is the SaaS equivalent of a return policy.

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

2. Plain-English Summary

If you read nothing else, here is the short version:

• Free tier: Nothing to refund, no charge.
• Monthly subscription: Cancel anytime from the billing portal. The cancellation takes effect at the end of the then-current month. We do not pro-rate.
• Annual subscription: Full refund of unused months if you cancel within the first 30 days. After 30 days, the account stays active through the end of the paid term, no refund for unused months.
• Marketplace postage (you ship using CanShip's bulk carrier accounts): Carrier rules apply. Unused, voided labels are typically refundable by the carrier. Printed-and-used labels are not. We pass the refund through to you when the carrier issues it.
• Onboarding, migration, training, and other one-time professional services: Non-refundable once delivered. If we have not started the work, we will refund any prepayment.
• Taxes (GST/HST/PST/QST): Refunded proportionally to whatever underlying amount is refunded.

If you want to cancel or request a refund, the fastest path is to email billing@canship.co or use the in-app billing portal. We aim to respond within one business day.

3. Subscription Refunds

3.1 Free tier

The Free tier has no subscription fee, so there is nothing to refund. You can stop using the Free tier at any time. Marketplace postage purchased on the Free tier follows Section 4 below.

3.2 Monthly subscriptions

Monthly plans are billed at the start of each billing month. Cancellation can be initiated at any time through the Stripe Customer Portal inside CanShip, or by emailing billing@canship.co. The cancellation takes effect at the end of the then-current billing month. The account remains fully usable until that date.

Monthly subscriptions are non-refundable for the then-current month. We do not pro-rate partial months. This mirrors Section 4.8 of the Terms of Service.

3.3 Annual subscriptions, 30-day money-back guarantee

Annual plans are billed in advance for the full 12-month term, with the discount described on the pricing page.

If you cancel within 30 days of the initial annual subscription start date (or the start of an annual renewal), we will refund the prepaid annual fee in full, less any portion already used at the monthly equivalent price. In practice, the refund equals:

Refund = (annual fee paid) minus (number of calendar months elapsed multiplied by the equivalent monthly price for the same plan tier)

If the calculation produces a negative number (rare, only if you used the service for more days than the discount covered), no refund is issued and no additional amount is owed.

3.4 Annual subscriptions, after 30 days

After the 30-day window, annual subscriptions are non-refundable. The account remains active and usable through the end of the paid term. You can disable auto-renewal at any time before the renewal date so the term ends naturally.

3.5 Plan upgrades and downgrades

• Upgrade mid-cycle: You are charged a pro-rated difference for the remainder of the current billing period, and the new tier takes effect immediately. No refund is involved.
• Downgrade mid-cycle: The downgrade takes effect at the start of the next billing period. The current tier continues until then. No refund is issued for the unused difference.
• Plan changes within the 30-day annual window: Treated as a cancellation plus a new subscription, governed by Section 3.3.

3.6 Free trial conversions

If your subscription started with a free trial and you do not cancel before the trial ends, the first paid charge is treated like the start of a new monthly or annual subscription. The 30-day annual guarantee in Section 3.3 runs from the first paid charge date, not from the trial start date.

4. Marketplace Postage (Carrier Rates Through CanShip)

The carrier rate marketplace lets you ship using CanShip's bulk-negotiated carrier accounts. The per-shipment cost is the carrier wholesale rate plus a transparent CanShip fee, charged to your CanShip wallet.

4.1 Pass-through structure

The wholesale rate is paid through to the carrier (Canada Post, UPS Canada, FedEx Canada, FleetOptics, others as they are added). The CanShip fee is our service fee. Refunds on marketplace postage depend on which component is being refunded.

4.2 Voided labels (label purchased, never used)

If you void a label inside CanShip before the carrier scans it, the carrier typically refunds the postage to our account. We pass that refund through to your CanShip wallet within five business days of the carrier issuing it. The CanShip fee for the voided label is also refunded.

Carrier void windows vary. Canada Post generally allows voids up to 60 days from purchase if the label was not scanned. UPS, FedEx, and FleetOptics have their own windows, listed at the carrier-side help pages linked from the rate-shop view.

4.3 Used or printed-and-tendered labels

Once a label has been scanned, picked up, or otherwise entered the carrier network, the postage is the carrier's revenue and is not refundable. Disputes about delivery, damage, or service failures are handled by the carrier's claims process. We provide the tracking and label data needed to file a carrier claim.

4.4 Carrier surcharge corrections

Carriers occasionally invoice surcharges (residential, weight reweigh, dimensional reweigh, fuel) after the fact. We pass these through to your CanShip wallet at the carrier-billed amount, with a clear line item. If you believe a carrier surcharge is incorrect, the dispute is with the carrier. We will help you file the dispute and credit your wallet when the carrier issues a correction.

4.5 Wallet balances on cancellation

If you cancel your CanShip subscription and have an unspent wallet balance:

• Less than $100 CAD remaining: We refund the balance to your original payment method within 14 business days.
• $100 CAD or more remaining: We refund the balance, less any pending carrier surcharges or chargebacks attributable to the account, to your original payment method within 14 business days.

If the original payment method is no longer valid, we will issue the refund by Interac e-Transfer to the email address on the account.

5. Professional Services and One-Time Fees

5.1 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.

5.2 Setup fees

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

5.3 Custom development or integrations

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

6. Taxes

Where any underlying amount is refunded, the GST/HST/PST/QST charged on that amount is refunded proportionally. We do not refund taxes separately from the underlying fee.

If your tax status changes (for example, you provide a valid tax exemption certificate), we will adjust future invoices accordingly. We do not retroactively refund taxes on prior invoices unless required by applicable law.

7. How to Request a Refund

The fastest path is the in-app billing portal (Account > Billing > Manage subscription). For anything more involved, email billing@canship.co with:

• The CanShip account email or company name.
• A description of what you are requesting (cancel monthly, refund annual, void marketplace labels, refund onboarding hours, etc.).
• For service-quality refund requests, 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. Some carrier-side refunds (Section 4) depend on the carrier's processing time and may take longer. We will keep you posted on status.

8. Chargebacks and Disputes

If you have a billing concern, please contact us first at billing@canship.co. We can usually resolve issues 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 found in CanShip's favour, we may reinstate the account on payment of the disputed amount plus any chargeback fees charged to us by our payment processor.

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

9. Service-Level 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 states otherwise. Service-credit calculations are described in the applicable Order Form or SLA exhibit.

Standard plans (Free, Starter, Grow, Pro) do not carry service credits. See Section 10 of the Terms of Service.

10. Exceptional Circumstances

In rare cases (extended service outage, material data loss attributable to us, billing system error), we may issue a refund or credit beyond what this policy strictly 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 pro-rated portion of the unused term.

11. 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.

12. 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 14 of the Terms of Service.

Questions about this policy:
My Passion Media Inc.
102-3A Burbidge St., Coquitlam, BC, Canada, V3K 7B2
Email: billing@canship.co
Privacy questions: privacy@canship.co