This policy explains how you can cancel services or orders with Mercury IT LTD and when refunds apply. If your signed agreement or statement of work says something different, the agreement prevails.
Managed IT plans (monthly)
- Plans run month to month unless your agreement sets a fixed term.
- You may cancel with 30 days' written notice to info@mercuryit.ca. Service and billing continue until the end of the notice period.
- Fees for a month that has already started are not refunded. Whole months you have prepaid beyond the notice period are refunded.
- When you leave, we hand over your documentation, administrator credentials and configuration details so your next provider or internal team can take over. Extensive migration work is billed at our standard rates.
- If your agreement has a fixed term, early cancellation is handled as the agreement describes.
Assessments and fixed-price projects
- Before work starts: full refund of any deposit, less non-refundable costs we have already paid on your behalf (such as equipment or licences ordered for you).
- After work starts: you pay for work performed and costs incurred up to the cancellation date; any balance of your prepayment is refunded.
- After delivery: completed assessments, reports and project phases are not refundable. If something we delivered does not match the agreed scope, tell us within 14 days and we will correct it at no charge.
Onsite visits
Please reschedule or cancel onsite visits at least 48 hours in advance. Later cancellations or missed appointments may be charged a minimum call-out fee.
Hardware
- Unopened items in their original packaging may be returned within 14 days of delivery. A restocking fee of up to 15% may apply if the supplier charges one. Special-order and custom-configured items cannot be returned unless defective.
- Defective items are handled under the manufacturer's warranty; we will manage the warranty claim for you.
- Please inspect deliveries on arrival and report damage or missing items within 5 business days.
Software licences and cloud subscriptions
Third-party subscriptions (for example Microsoft 365) follow the vendor's cancellation rules. Under Microsoft's current commercial terms, most new subscriptions can be cancelled for a prorated refund only within 7 days (168 hours) of purchase or renewal; after that, the subscription is committed for its full term. We will tell you the term and cancellation window before each purchase.
How refunds are paid
Approved refunds are paid to the original payment method within 14 business days. Card refunds may take a few more days to appear, depending on your bank.
Your statutory rights
If you are a consumer, nothing in this policy limits your rights under the Alberta Consumer Protection Act or other consumer protection laws that apply to you.
Contact
To cancel or request a refund: info@mercuryit.ca or +1 (587) 578-2356. Please include your company name and invoice or quote number.