Draft for professional legal review. ALBA CONNECT does not claim legal compliance until Alberta counsel has reviewed and finalized these documents.
This draft sets out how cancellations, refunds and disputes are handled on ALBA CONNECT. It requires review by Alberta counsel and is subject to Alberta consumer protection legislation.
1.Cancelling before a quote is accepted
A job request can be cancelled by the customer at any time before a quote is accepted, at no cost. Nothing is charged.
2.Cancelling after a quote is accepted
If you cancel more than 48 hours before the scheduled visit, the payment is refunded in full less any payment processing fee the processor does not return.
If you cancel within 48 hours of the scheduled visit, the contractor may claim reasonable costs already incurred. Any deduction is reviewed by an administrator before a refund is issued.
If a contractor cancels, you receive a full refund of amounts paid and the job returns to the marketplace so other approved contractors can quote.
3.Recurring and seasonal work
Recurring visits can be cancelled before the next scheduled visit. Seasonal snow contracts follow the cancellation terms in the written contract the contractor provides, which must be given to you before the season starts.
4.Refund requests
Refunds are requested through the job record. An administrator reviews the job description, the accepted quote, messages and completion photos before deciding. Refunds above the review threshold require a second human approval.
Refund liability sits with the marketplace transaction record: the customer is refunded through the platform, and the corresponding contractor payout is adjusted. Card processing fees already incurred may not be recoverable.
5.Prepaid contracting
Where Alberta prepaid contracting rules apply, a written contract is required and you may have a cooling-off period after signing. Those statutory rights are not affected by this policy.
6.Disputes and response times
Open a dispute within 14 days of the scheduled completion date where possible. ALBA CONNECT aims to respond to every dispute within two business days, but no response time is guaranteed.