Bonesbeauty
Legal Document

Refund Policy

Effective date:

1. Introduction

This Refund Policy outlines the conditions under which Bonesbeauty ("we," "us," or "our") provides refunds for meal planning services purchased through our website at bonesbeauty.world or through direct communication with our team. We are committed to fair and transparent refund practices that comply with applicable consumer protection laws in Canada, including the Ontario Consumer Protection Act where applicable.

By purchasing our services, you acknowledge that you have read and understood this Refund Policy. This policy supplements our Terms of Use and forms part of the agreement between you and Bonesbeauty.

2. Company Information

Refund requests should be directed to:

Bonesbeauty
486 Front Street W
Toronto, ON M5V 0V2
Canada
Phone: +1 416-306-8306
Email: touch@bonesbeauty.world

3. Scope of This Policy

This Refund Policy applies to paid meal planning services including consulting sessions, personalized weekly plans, educational product packages, and structured kitchen guides. It does not apply to:

  • Free informational content available on the Website
  • Services fully delivered and accepted by the client without documented quality concerns
  • Third-party products or services referenced but not sold directly by Bonesbeauty
  • Custom work that has entered final delivery stage with client approval

4. Refund Eligibility

4.1 Full Refund Conditions

You may be eligible for a full refund under the following circumstances:

  • You cancel your order before work on your personalized plan has commenced, provided cancellation occurs within forty-eight hours of payment confirmation.
  • We are unable to deliver the agreed service within the timeframe specified in your written quotation, and you choose not to accept a revised delivery date.
  • The delivered plan contains material errors that significantly deviate from the agreed scope, and we are unable to correct them within a reasonable revision period.
  • Duplicate payment was processed due to a technical error on our payment system.

4.2 Partial Refund Conditions

Partial refunds may be issued in the following situations:

  • You cancel after work has commenced but before the first draft is delivered. The partial refund amount reflects work completed up to the cancellation date.
  • You accept a delivered plan but identify minor scope discrepancies that do not warrant a full refund. A proportional adjustment may be applied at our discretion.
  • You downgrade from a higher service tier after payment but before delivery, and the price difference exceeds the value of work already performed.

4.3 Non-Refundable Circumstances

Refunds will generally not be provided when:

  • The personalized plan has been delivered and accepted without written objection within seven calendar days of delivery.
  • You cancel after the final plan has been delivered, regardless of whether you have implemented the plan.
  • Dissatisfaction is based on personal taste preferences that were documented during the intake process.
  • You fail to provide necessary intake information within fourteen calendar days of purchase, causing delivery delays.
  • You have used all included revision rounds and subsequently request a refund based on content preferences.
  • The request is made more than thirty calendar days after the original payment date, except where required by applicable consumer protection law.

5. How to Request a Refund

To initiate a refund request, follow these steps:

  1. Send an email to touch@bonesbeauty.world with the subject line "Refund Request — [Your Order Reference or Name]."
  2. Include your full name, email address used for purchase, date of payment, service tier purchased, and a detailed explanation of the reason for your refund request.
  3. Attach any relevant documentation such as payment confirmation, delivery correspondence, or specific examples of scope discrepancies.
  4. Allow up to five business days for our team to acknowledge receipt and begin review of your request.

Alternatively, you may call us at +1 416-306-8306 during business hours to discuss your refund request. Written confirmation via email is required to formally process any refund.

6. Refund Review Process

Upon receiving your refund request, we will:

  • Review your purchase records and service delivery history within five business days of acknowledgment.
  • Assess eligibility based on the conditions outlined in Section 4 of this policy.
  • Contact you if additional information is needed to evaluate your request.
  • Issue a written decision via email explaining the outcome, whether approved, partially approved, or declined.
  • If approved, initiate the refund to the original payment method within the timeframe specified in Section 7.

We aim to complete the entire review and processing cycle within fifteen business days of receiving a complete refund request with all necessary documentation.

7. Refund Processing Timeline

Approved refunds are processed as follows:

  • Credit card payments: Refunds are initiated within five business days of approval. Depending on your financial institution, the credit may appear on your statement within five to ten additional business days.
  • Debit card payments: Refunds are initiated within five business days of approval. Processing times vary by bank and may take up to fourteen business days.
  • Electronic transfers: Refunds are processed within three business days of approval to the originating account.

Refunds are always returned to the original payment method used for the purchase. We cannot process refunds to alternative accounts or payment methods except in cases where the original method is no longer valid, subject to identity verification.

8. Guide Series Refunds

Structured educational guides such as the Four-Week Kitchen Organization Guide and Seasonal Ingredient Guide have specific refund terms:

  • Full refund available if cancelled before the guide start date communicated in your enrollment confirmation.
  • Partial refund of up to fifty percent if cancelled within the first seven days of the guide, before receiving the second week's materials.
  • No refund available after the second week's materials have been delivered, as substantial guide content will have been provided.

Guide-specific terms communicated at enrollment supersede general policy provisions where they provide greater consumer protection.

9. Consulting Session Refunds

For standalone consulting sessions:

  • Cancellations made at least twenty-four hours before the scheduled session time receive a full refund or the option to reschedule at no additional cost.
  • Cancellations made less than twenty-four hours before the scheduled session may forfeit up to fifty percent of the session fee.
  • No-shows without prior notification are not eligible for refund.
  • If we cancel or reschedule a session due to team availability, you receive a full refund or complimentary rescheduling at your preference.

10. Chargebacks and Disputes

We encourage you to contact us directly to resolve any billing concerns before initiating a chargeback with your financial institution. Chargebacks initiated without prior communication may delay resolution and could affect your eligibility for future services.

If you believe a charge was made in error, contact us at touch@bonesbeauty.world within fourteen calendar days of the transaction date. We will investigate promptly and work toward a fair resolution.

11. Consumer Protection Rights

Nothing in this Refund Policy limits your statutory rights under applicable consumer protection legislation. Residents of Ontario and other Canadian provinces may have additional rights regarding cancellations and refunds for certain types of contracts, including distance sales. Where this policy provides less protection than required by law, the applicable legal provisions take precedence.

If you believe your consumer rights have not been respected, you may contact the Consumer Protection Ontario information line or your provincial consumer protection authority for guidance.

12. Policy Modifications

We may update this Refund Policy from time to time. Changes take effect upon posting to the Website with an updated effective date. Refund requests for purchases made before a policy update are evaluated under the policy version in effect at the time of purchase.

13. Contact Us

For refund inquiries or assistance, contact:

Bonesbeauty
486 Front Street W, Toronto, ON M5V 0V2, Canada
Phone: +1 416-306-8306
Email: touch@bonesbeauty.world