1. Scope

This Refund and Cancellation Policy applies to all fee-bearing accounts and agreements on the Unrelenting Resilience platform, including:

• Individual Operative subscriptions — personal accounts on a monthly or annual billing cycle.
• Affiliate Facilitator license fees — periodic fees paid under the Facilitator License Agreement.
• Enterprise / Institutional fees — fees paid under an Enterprise Agreement for cohort deployment.

This Policy forms part of the Legal Documents governing your use of the Platform and should be read alongside the Terms of Service applicable to your user type.

2. Individual Operatives — Subscriptions

2.1 Free Tier

The Platform offers a free access tier. No payment is required to access free tier features and no refund or cancellation process applies to free accounts. Free accounts may be closed at any time through account settings.

2.2 Paid Subscription Tiers

Individual Operatives may subscribe to one or more paid tiers that unlock additional platform features. Paid subscriptions are billed on a monthly or annual cycle as selected at the time of purchase.

2.3 How Subscriptions Work

• Monthly subscriptions are billed on the same date each month (your "billing date").
• Annual subscriptions are billed once per year on your billing date.
• Subscriptions renew automatically at the end of each billing period unless cancelled before the renewal date.
• You will receive advance notice by email before any price change takes effect on your subscription.

2.4 How to Cancel

You may cancel your Individual Operative subscription at any time through:

• Account Settings → Billing → Cancel Subscription, or
• By contacting us through unrelenting-resilience.ca.

Cancellation takes effect at the end of your current billing period. You will retain full access to paid features until the last day of the period for which you have paid.

2.5 Refunds — Individual Operatives

General rule: We do not provide refunds for partial billing periods. If you cancel mid-period, you retain access until the end of that period and your subscription does not renew.

Exceptions where a refund will be issued:

• Technical failure: If a documented platform error prevented you from accessing paid features for a material portion of your billing period and we were unable to resolve the issue within a reasonable time, we will issue a pro-rated refund for the affected period.
• Duplicate charge: If you were charged more than once for the same billing period due to a payment processing error, we will refund the duplicate amount promptly.
• Unauthorized charge: If you did not authorize a charge and can demonstrate this, we will investigate and refund where the claim is validated.
• Consumer protection law: Where applicable Canadian consumer protection legislation or the consumer protection laws of your jurisdiction require a refund in circumstances not covered above, we will comply with that obligation.

Annual subscriptions — cooling off: If you purchase an annual subscription and request a cancellation within fourteen (14) days of the initial purchase date and have not made substantial use of the paid features during that period, we will issue a full refund of the annual fee. This cooling-off period applies to initial purchases only and not to annual renewals.

2.6 How to Request a Refund

To request a refund, contact us through unrelenting-resilience.ca with:

• Your account email address.
• The date and amount of the charge in question.
• The reason for your refund request.

We will respond within five (5) business days. Approved refunds will be processed to your original payment method within ten (10) business days of approval.

3. Affiliate Facilitators — License Fees

3.1 License Fee Structure

Affiliate Facilitator license fees are set out in Schedule A of the Facilitator License Agreement. Fees are payable on the schedule specified in that agreement (monthly, quarterly, or annual).

3.2 How to Cancel

Facilitators may cancel their license by providing written notice in accordance with the notice period specified in the Facilitator License Agreement (minimum thirty (30) days before the end of the then-current term).

Cancellation notice must be submitted in writing to Piero Corradetti Consulting through unrelenting-resilience.ca or by the contact method specified in the Facilitator License Agreement.

3.3 Effect of Cancellation

Upon cancellation:

• Access to the Facilitator Portal continues until the end of the current paid term.
• The Facilitator must notify their Operatives and facilitate their transition in accordance with Section 14.5 of the Facilitator Terms of Service.
• No new Operatives may be added to the Cohort after the cancellation notice date.

3.4 Refunds — Affiliate Facilitators

General rule: License fees are non-refundable except in the following circumstances:

• Termination by Piero Corradetti Consulting without cause: Where we terminate the Facilitator License Agreement for convenience, we will provide a pro-rated refund of prepaid license fees for the unused portion of the then-current term.
• Technical failure: As described in Section 2.5 above, applied proportionally to the Facilitator's license period.
• Duplicate or unauthorized charge: As described in Section 2.5 above.
• Consumer protection law: As required by applicable law.

No refund on termination for cause: Where the Facilitator License Agreement is terminated for cause (including breach of the training-not-therapy obligation), no refund of license fees will be provided for any period.

3.5 Downgrade of License Tier

If a Facilitator wishes to reduce their licensed cohort size (i.e., downgrade from Pro to Standard or from Standard to Starter), they must provide thirty (30) days' written notice. Downgrade takes effect at the start of the next billing period. No refund is provided for the difference in fees for the current period.

4. Enterprise / Institutional Users

4.1 Fee Structure

Enterprise fees are set out in the Enterprise Agreement executed between the Institution and Piero Corradetti Consulting. Enterprise fees are typically billed annually in advance or on a schedule agreed in the Enterprise Agreement.

4.2 How to Cancel

Enterprise accounts may be cancelled in accordance with the termination provisions of the Enterprise Agreement. Notice requirements are specified in that agreement (typically thirty (30) to sixty (60) days before the end of the then-current term).

Cancellation notice must be submitted in writing by the Institution's designated Administrator to Piero Corradetti Consulting through the contact method specified in the Enterprise Agreement.

4.3 Effect of Cancellation

Upon cancellation:

• Access to the Platform and Master Command Dashboard continues until the end of the current paid term.
• The Institution must notify its Operatives of the impending termination and manage the transition of Operative accounts in accordance with Section 15 of the Enterprise Terms of Service.
• All Cohort Data return and deletion obligations under the Data Processing Agreement apply within the timeframes following termination.

4.4 Refunds — Enterprise Users

General rule: Enterprise fees are non-refundable except in the following circumstances:

• Termination by Piero Corradetti Consulting without cause: Where we terminate the Enterprise Agreement for convenience, we will provide a pro-rated refund of prepaid fees for the unused portion of the then-current term.
• Service level failure: Where the Platform fails to meet any service level commitments specified in the Enterprise Agreement for a material and documented period, a credit or refund may be issued in accordance with the remedies described in that agreement.
• Duplicate or unauthorized charge: As described in Section 2.5 above.
• Consumer protection or procurement law: As required by applicable law or the Institution's applicable procurement rules.

No refund on termination for cause: Where the Enterprise Agreement is terminated for cause (including material breach of the Enterprise Terms of Service or Data Processing Agreement), no refund of fees will be provided for any period.

4.5 Mid-Term Cohort Size Reduction

If an Institution wishes to reduce its licensed cohort size mid-term, this requires a written amendment to the Enterprise Agreement. Fee adjustments, if any, will be negotiated at that time on a case-by-case basis and are not automatic.

5. Payment Processing and Billing Errors

5.1 Failed Payments

If a scheduled payment fails:

• Individual Operatives: We will attempt to reprocess the payment up to three (3) times over a seven (7) day period. If payment is not received, access to paid features will be suspended until payment is made. Your data will be retained for sixty (60) days following suspension, after which your account may be closed.
• Affiliate Facilitators: Failed payments are governed by Section 4.4 of the Facilitator License Agreement. Access to the Facilitator Portal may be suspended until outstanding amounts are paid.
• Enterprise users: Failed payments are governed by Section 10.3 of the Enterprise Terms of Service. Platform access may be suspended until outstanding amounts are paid.

5.2 Billing Disputes

If you believe a charge on your account is incorrect, please contact us within sixty (60) days of the charge date at unrelenting-resilience.ca. We will investigate and respond within five (5) business days. Raising a billing dispute does not automatically suspend the disputed charge.

5.3 Chargebacks

If you initiate a chargeback with your payment provider without first contacting us to attempt resolution, we reserve the right to suspend your account pending investigation. Fraudulent chargebacks may result in permanent account termination.

6. Account Closure and Data Following Cancellation

6.1 Individual Operatives

Upon account closure:

• Access to all platform features ceases at the end of the paid period (or immediately for free accounts).
• Your personal data is retained for up to two (2) years following account closure in accordance with the Privacy Policy, after which it is deleted or anonymized.
• You may request earlier deletion of your personal data by submitting a deletion request through unrelenting-resilience.ca.
• XP, badges, leaderboard rankings, and gamification data have no value after account closure and cannot be transferred.

6.2 Affiliate Facilitators

Upon license termination:

• Facilitator Portal access ceases at the end of the current paid term.
• Cohort Operatives are transitioned in accordance with the process described in Section 14.5 of the Facilitator Terms of Service.
• The Facilitator's account data is retained and deleted in accordance with the Privacy Policy.

6.3 Enterprise Users

Upon enterprise account termination:

• Platform and Master Command Dashboard access ceases at the end of the current paid term.
• Cohort Data is returned or deleted in accordance with the Data Processing Agreement (Section 8.2) within the specified timeframes.
• The Institution is responsible for notifying its Operatives and managing the transition of their accounts.

7. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. The effective date at the top of this document reflects the most recent revision. Material changes will be communicated to affected users by email and through the Platform before they take effect. Changes do not apply retroactively to charges already made.

8. Consumer Protection Rights

Nothing in this Policy limits or excludes any right you may have under applicable consumer protection legislation that cannot be waived by agreement. In particular:

• Ontario consumers may have rights under the Consumer Protection Act, 2002 (Ontario) with respect to internet agreements.
• Quebec consumers may have rights under the Consumer Protection Act (Quebec) and Law 25.
• EU/EEA consumers may have rights under applicable national consumer protection legislation implementing EU Directive 2011/83/EU on consumer rights.
• California consumers may have rights under the California Consumer Privacy Act and applicable state consumer protection law.

Where applicable consumer protection law provides rights that are more favorable to you than this Policy, those rights prevail.

9. Contact

Piero Corradetti Consulting
Operating as Unrelenting Resilience
Website: unrelenting-resilience.ca
Jurisdiction: Ontario, Canada

We aim to respond to all billing and refund inquiries within five (5) business days.