Refund Policy | Malewellnesszone

What this policy covers

This Refund Policy applies to annual program licences, add-ons, and per-participant services sold by Malewellnesszone, established in 2026 in Vancouver. It is incorporated into the Terms of Service and into each signed order form. Fees are stated in Canadian dollars and exclude applicable taxes, which are not refunded separately where a statute requires them to be remitted. The policy does not create a right to a clinical outcome and does not apply to specialist fees charged by third parties.

Written notice is required. Email [email protected] from the accounts or program contact named on the order form, or from the email used to book a self-pay visit. Telephone notice to +1 604 683 5912 must be followed by email the same business day to start the clock. Hours for notice are Monday to Friday, 08:30–17:30 Pacific Time, excluding statutory holidays in British Columbia.

Cancelling an annual licence

If the contracting organization cancels in writing before the public launch date set in the launch calendar, Malewellnesszone refunds licence fees paid, minus a CAD $1,200 administrative charge for eligibility setup and communications work already performed. If implementation and onboarding of CAD $3,500 was invoiced and work has started, that one-time fee is not refundable after the kickoff call. After the public launch date, unused licence term is not refunded. Semi-annual instalments already billed remain payable.

Renewal is optional. Notice of non-renewal must arrive at least 60 days before term end. If Malewellnesszone proposes a fee change for the following term, that proposal is included in the 60-day notice. Included vitality assessments and on-site days that were not used by term end expire unless the order form states a carry-forward. A change of eligible headcount mid-term does not create a partial refund; it is handled at renewal or by a written change order that moves the organization to another published tier.

Assessments, programs and follow-up

Confidential vitality assessments, laboratory panels, 30-minute follow-up consultations and executive reviews cancelled in writing more than two business days before the appointment are refunded in full. Cancellations inside two business days, and failures to attend, are charged at the published fee. If Malewellnesszone cancels because a clinician is unavailable, the visit is rebooked or refunded in full at the participant's choice. Completed clinical time is not refunded, including where the participant disagrees with the clinician's judgement.

The 12-week guided program may be cancelled for a full refund before the first session. After the first session, refunds are calculated on unused sessions at CAD $215 per remaining session, provided notice arrives more than two business days before the next booked visit. Laboratory collection fees paid to a partner site are refunded only if the draw has not occurred. Receipts already issued for a Health Spending Account will be followed by a credit note where a refund is made.

Screening days and workshops

On-site screening days (CAD $6,800 per day) and HR workshops (CAD $1,950) cancelled in writing at least ten business days before the date are refunded in full, except for travel costs already committed with prior written approval. Inside ten business days, 50 percent of the day or workshop fee is charged, plus committed travel. If the employer cannot provide a private space that meets the protocol, the day may be converted to a virtual enrolment window without a refund of the day fee, or postponed once without charge if ten business days remain.

Additional quarterly reporting packs on the Core Readiness tier (CAD $1,200) are refundable only if work has not started. Once data extraction for that quarter has begun, the pack fee is earned. Out-of-province travel invoiced at cost is not marked up and is not refundable after tickets or lodging are purchased with the organization's written approval.

Payment method, timing and disputes

Approved refunds are issued within 15 business days after written confirmation. Corporate refunds are applied as a credit note against the original invoice or as a payment to the accounts-payable details on file. Self-pay refunds return to the original payment method. This website does not collect card data; any card processing is performed by the invoicing channel named on the receipt. Chargebacks should be discussed with the office before they are filed so that a credit note can be issued instead where the policy already grants a refund.

Disputes use the contact details on this page and, for a signed licence, the dispute clause in the Terms of Service, governed by the laws of British Columbia. Related documents: Terms of Service, fee schedule, Privacy Policy. Malewellnesszone does not diagnose conditions online and does not sell or dispense prescription medication. © 2026 Malewellnesszone.