Refund / Credits Policy

How QuoteFinder.ca handles credits, unused credits, refunds, chargebacks, and billing disputes

Quick summary: QuoteFinder.ca may use a credit-based system and other provider billing models for marketplace participation. Credit purchases and marketplace fees are generally final once purchased or consumed, except where required by law or where QuoteFinder.ca confirms a platform-side billing error (such as a duplicate charge or technical issue). This policy explains how unused credits, chargebacks, and billing disputes are handled.

1. Scope of this policy

This Refund / Credits Policy applies to providers, brokerages, team accounts, and other users who purchase or use credits, subscriptions, or paid marketplace features on QuoteFinder.ca (collectively, “Providers”).

This policy supplements the Terms for Agents / Provider Agreement and, where applicable, the Terms for Brokerages / Team Accounts. If there is a conflict, the applicable agreement and mandatory law will govern.

Unless QuoteFinder.ca expressly states otherwise, this policy does not apply to insurance premiums or fees charged by insurers, brokers, or third-party service providers outside the QuoteFinder.ca platform.

2. Definitions (for this policy)

  • Credits: platform credits, wallet balances, or prepaid usage units used for eligible marketplace actions or features.
  • Consumed Credits: credits deducted after a paid action is completed (for example, bid submission, unlock, access, or another charge-triggering action supported by the platform).
  • Unused Credits: credits in your account that have not been deducted/consumed.
  • Fees: charges for subscriptions, access, usage, premium features, or other paid provider services.
  • Chargeback: a payment dispute initiated through your card issuer, bank, or payment provider.

3. How credits and fees work (general)

QuoteFinder.ca may offer one or more paid provider models, including credit purchases, subscriptions, auto-replenishment, unlock fees, bid fees, or other usage-based charges.

Before completing a paid action, providers are responsible for reviewing:

  • the amount to be charged or deducted;
  • what action triggers the charge;
  • whether the charge is recurring or one-time;
  • any taxes shown at checkout or billing.

Important

Payment for credits or paid marketplace actions does not guarantee client selection, policy placement, sales, ROI, or conversion.

4. General refund rule

Except where required by law or expressly approved by QuoteFinder.ca, credit purchases and provider fees are generally non-refundable once purchased.

This includes (without limitation):

  • credits purchased but not yet used;
  • consumed credits used for marketplace actions;
  • fees paid for access to provider features or subscriptions already activated;
  • charges where the provider did not win/select/close the opportunity;
  • charges where lead/quote outcomes did not meet provider expectations.

Refund exceptions may be reviewed for confirmed platform-side billing errors or as otherwise required by law.

5. Unused credits

Unless otherwise stated in a specific plan, package, promotion, or written agreement, unused credits generally remain in your account for future eligible platform use and are not automatically refundable or redeemable for cash.

Unused credits:

  • may be retained in your account while your account remains in good standing;
  • have no cash value except where required by law;
  • may be subject to plan, promotional, or expiry rules if clearly disclosed at purchase or issuance;
  • may be inaccessible during temporary account suspension, billing review, or fraud investigation.

5.1 Promotional or bonus credits

Promotional, bonus, trial, courtesy, or goodwill credits (if offered) may be subject to additional conditions, including expiry dates, usage limits, or non-transferability. Unless required by law, promotional credits are generally not refundable or convertible to cash.

6. Consumed credits and completed paid actions

Once credits are deducted for a completed marketplace action (for example, a bid, unlock, access event, or other paid action supported by the platform), those credits are generally considered consumed and are not refundable, except where:

  • QuoteFinder.ca confirms a platform-side technical or billing error;
  • a duplicate deduction occurred due to a system issue;
  • refund or reversal is required by law.

QuoteFinder.ca may review event logs, billing records, and system data to determine whether a claimed error occurred.

7. Refunds we may review (case-by-case)

Although refunds are generally not available, QuoteFinder.ca may review requests in limited circumstances, including:

  • duplicate charges for the same transaction;
  • confirmed platform-side billing or deduction errors;
  • unauthorized transactions caused by platform-side security failure;
  • charges processed after a confirmed cancellation date (where applicable);
  • other circumstances where refund is required by law.

Refund review does not guarantee approval.

Not usually eligible for refund

Dissatisfaction with lead quality, low response rates, low conversion rates, no client selection, or changes in business strategy are generally not refund grounds unless a separate written program guarantee expressly applies.

8. How to request a billing review or refund review

If you believe a charge or credit deduction was incorrect, contact QuoteFinder.ca support as soon as possible and include:

  • your account email and organization/team name (if applicable);
  • transaction date and approximate time;
  • amount charged or credits deducted;
  • payment method used (last 4 digits only, if relevant);
  • description of the issue;
  • screenshots or supporting details, if available.

Submitting complete information helps us review your request faster.

9. Refund method and timing (if approved)

If QuoteFinder.ca approves a refund or billing adjustment, we may issue the resolution in one of the following forms, depending on the situation and applicable law:

  • refund to the original payment method;
  • credit reversal to your platform wallet/account;
  • account billing adjustment or offset against future charges;
  • another method agreed to by QuoteFinder.ca and the Provider.

Refund processing times vary based on the payment processor, bank/card issuer, and transaction method. QuoteFinder.ca cannot control bank or card network processing timelines.

10. Chargebacks and payment disputes

If you believe a charge is incorrect, please contact QuoteFinder.ca support first so we can review and attempt to resolve the issue.

If a chargeback or external payment dispute is initiated, QuoteFinder.ca may:

  • review account activity, logs, and billing records;
  • temporarily restrict billing features, credit usage, or marketplace access;
  • place a hold on the account or wallet while the dispute is under review;
  • submit evidence to the payment processor or card issuer;
  • reverse promotional credits, courtesy credits, or disputed access where appropriate.

10.1 Chargebacks and account standing

Chargebacks filed for valid charges, repeated chargebacks, or chargebacks initiated without a good-faith attempt to resolve through support may result in:

  • negative wallet or account balance;
  • loss of access to paid features;
  • suspension of provider/team account access;
  • termination of the account for billing abuse, subject to applicable law.

10.2 Reinstatement after chargeback

If an account is restricted due to a chargeback, QuoteFinder.ca may require the Provider to resolve the disputed balance (and any related fees or reversals permitted by law and platform terms) before restoring access.

11. Billing disputes between brokerages and team members

For brokerage/team accounts, the organization is responsible for charges incurred through authorized Team Account activity, including charges initiated by admins or members with billing-enabled permissions.

QuoteFinder.ca is not responsible for internal disputes regarding:

  • who used credits;
  • internal spending approval failures;
  • commission/cost-sharing arrangements;
  • seat misuse not caused by platform-side security failure.

Organizations should use role-based permissions and internal controls to manage billing access.

12. Subscriptions, auto-replenishment, and cancellations

If QuoteFinder.ca offers recurring subscriptions or auto-replenishment, you are responsible for managing cancellation settings before the next renewal or replenishment event.

  • Cancelling a subscription or auto-replenishment typically stops future charges only.
  • Past charges are generally not refundable unless required by law or approved due to a confirmed error.
  • Any remaining unused credits continue to be governed by this policy and applicable plan terms.

13. Taxes, processor fees, and currency

Unless stated otherwise, charges may be subject to applicable taxes. Providers are responsible for reviewing charges at checkout and on invoices/receipts.

Refunds (if approved) may be issued for the charged amount in accordance with applicable law and processor rules. Processor fees, exchange differences, or bank charges may affect final amounts received by the Provider depending on payment method and currency conversion outside QuoteFinder.ca’s control.

14. Fraud, abuse, and misuse of credits

QuoteFinder.ca may investigate suspicious billing activity, credit abuse, manipulation, unauthorized payment use, or attempts to exploit the refund/chargeback process.

If fraud or abuse is suspected, QuoteFinder.ca may take actions including:

  • freezing credits or wallet balances;
  • voiding promotional credits;
  • restricting paid actions or billing access;
  • suspending or terminating the account;
  • reporting suspected unlawful activity where appropriate.

15. Changes to credits, pricing, and this policy

QuoteFinder.ca may change credit pricing, package sizes, fee triggers, billing methods, and this Refund / Credits Policy from time to time.

When this policy is updated, we will post the revised version and update the “Last updated” date below. Changes apply prospectively unless otherwise stated or required by law.

16. Contact for billing, credits, and disputes

For billing questions, credit issues, refund review requests, or dispute support, contact QuoteFinder.ca through the provider support/contact channel on the Platform.

17. Related pages

Last updated: February 23, 2026