Maple Steel Properties

Cancellation & Refunds

Effective date: September 26, 2026
Last updated: October 3, 2026

This policy explains how Maple Steel Properties handles cancellations, pre-authorization releases, refunds, and related fees for orders placed through our website. It is part of our Terms of Service.

Amounts are in Canadian dollars (CAD). HST applies where required by law. This policy does not limit rights you cannot waive under the Consumer Protection Act, 2002 (Ontario).

1. Before payment or authorization

You may leave a quote at any time before completing checkout. No charge applies.

2. If we cancel

If we cannot fulfill an order (for example no available contractor, or we determine the job is outside our capability), we release any unused pre-authorization and refund any captured payment for work not provided. No cancellation fee applies.

3. Final-price orders

If you paid a final price at checkout:

  • Before work starts: Contact us through the Contact us form as soon as possible. If we have not dispatched a contractor, we refund the captured payment minus the cancellation fee in section 7 when that fee applies.
  • After work starts or completes: Refunds are generally not available except where we failed to provide the agreed service, a legitimate issue is upheld, or the law requires a refund. Report issues through your order review link.

4. Range-priced orders (pre-authorization)

For price range orders, checkout places a pre-authorization hold on your card for the maximum range amount (including tax). That hold is not a charge until we capture payment for the confirmed final price.

  • Cancel before we capture payment: Contact us. We release the pre-authorization. Your bank may take several business days to show the release. No cancellation fee applies to a release before capture.
  • Final price within the authorization: We email you the confirmed final amount. Nothing is charged automatically. You choose how to pay on the payment page: charge the card on hold for the final amount (the unused part of the hold is released), pay with a different card, or pay by Interac e-Transfer where offered.
  • Final price above the authorization: You must approve the higher amount before we charge it. If you decline, we release the remaining authorization and cancel the order unless we agree on another option.

5. Custom service authorization

For custom service requests with card authorization at checkout:

  • The authorization hold reserves your request while we confirm scope, availability, and pricing.
  • You are not charged until you accept the final price.
  • If we cannot service your request, we release the authorization with no charge.
  • If you cancel after a charge has been captured, the cancellation fee in section 7 may apply to the refund.

6. Seasonal contracts

Seasonal snow removal is paid according to the option you chose at checkout (typically in full for the season). Mid-season cancellation is reviewed case by case.

Each season runs from November 1 to April 15 (see Terms of Service, section 6). Quotes are priced for the full season; if you book after the season has started and we adjust your start date, any price adjustment is confirmed with you before service begins. A light winter, periods without visits, or snowfall after the season end date do not entitle you to a refund, credit, or extension.

If you move or need to end service early, contact us. We may offer a pro-rated refund for unused remaining season value after deducting visits already provided, non-recoverable costs, and any applicable cancellation fee. Weather-related gaps between visits are not an automatic refund.

7. Cancellation fee (after capture)

When payment has been captured or received (not merely pre-authorized) and you cancel, we retain a cancellation fee made up of:

  • a processing fee of 3% of the amount you paid, which covers the card processing fees charged to us and that are not returned when we issue a refund; plus
  • an administrative fee of 10 CAD, which covers the cost of arranging, scheduling, and cancelling your order.

This fee applies to every payment method (card or e-Transfer). The rest of your payment is refunded as described in section 10. The fee never exceeds the amount you paid. For example, if you paid 500 CAD, the cancellation fee would be 3% of 500 CAD plus 10 CAD.

Releasing an unused pre-authorization before capture is not subject to this fee, and no fee applies when we cancel (section 2).

8. Pre-authorization expiry

Uncaptured pre-authorizations may be released automatically after 7 days, or earlier if your card issuer drops the hold. If pricing is not confirmed in time, we may ask you to authorize again.

9. Contractor or weather delays

Weather-dependent services may be delayed or rescheduled for safety. A delay alone does not entitle you to a refund unless we cancel the order or fail to provide the agreed service.

10. How refunds are paid

Approved refunds are returned to the original payment method when possible. Card refunds typically appear within 5–10 business days after we submit them. Refunds of e-Transfer payments are sent by e-Transfer or another method we agree with you. Pre-authorization releases are not refunds — they are holds being dropped.

11. How to request cancellation or a refund

Use our Contact us form and include your order reference. For completed work, use the review / report a problem link in your completion email when you have one.

We aim to respond within 2 business days.

12. Chargebacks

Please contact us before disputing a charge with your bank so we can fix legitimate problems quickly. If you open a chargeback, we may pause remaining service and provide delivery records to the payment processor.