Legal
Exchanges & Refunds Policy
1. What this policy covers
This policy applies to monthly plans (Spark, Ignite, Flare and Ablaze), add-ons, individual services and custom projects purchased from Ablaze.Digital Inc., in every country where we sell. Where a signed Statement of Work (SOW) sets different terms for a project, the SOW applies to that project.
2. Exchanges: 14-day flex window
Need to pivot? You can exchange your plan, add-ons or individual services within 14 days of purchase.
- If your new selection costs more, you pay the difference and the upgrade starts right away.
- If it costs less, we refund the difference, less any non-refundable payment-processing fee charged to us for the original transaction.
After 14 days you can still change plans at any time; the change applies from your next billing date.
3. Refunds: 7-day fairness guarantee
Sometimes the spark doesn’t catch — and that’s okay. You may request a refund within the first week (7 days) of your initial purchase. Refunds are the amount you paid, minus the value of any work already completed and a 3% administrative fee.
4. How refunds are calculated
| Situation at the time of your request | Refund |
|---|---|
| No work has started (before your onboarding session) | Amount paid, minus the 3% administrative fee |
| Work has started but deliverables are not complete | Amount paid, minus the value of work completed, the 3% administrative fee, and any third-party costs incurred for you (for example, ad spend, licences or stock media) |
| Deliverables for the period have been completed and delivered | No refund for the completed work |
| More than 7 days after your initial purchase | Not eligible for a refund; you may cancel future renewals at any time (section 5) |
The administrative fee is 3% of the amount paid and helps cover the payment-processing, onboarding and account set-up costs of your purchase. We will explain how any refund was calculated, itemizing completed work and fees. Approved refunds are returned to your original payment method within 10 business days of approval; your bank may take a few extra days to show it.
5. Cancelling a subscription
Monthly plans renew automatically until cancelled. You can cancel at any time by emailing [email protected] (subject: “Cancel subscription”) or by messaging us through the client portal. Cancellation stops future charges and takes effect at the end of the month you have already paid for. Outside the 7-day refund window, the current month is not refunded, but you keep the services for the rest of it.
6. How to make a request
Send exchange, refund and cancellation requests in writing to [email protected], including your name, company, the plan or service, and the email address used at checkout. We acknowledge requests promptly and confirm the outcome in writing. You can also call us at 1.855.4ABLAZE. If you have a concern about a charge, please contact us before disputing it with your bank so we can resolve it quickly.
7. Exceptions
- Promotional offers and discounted packages are non-refundable unless the offer says otherwise.
- Third-party costs paid on your behalf (such as advertising spend, domain names, software licences or stock media) are non-refundable once incurred.
- Custom and enterprise projects follow the refund, milestone and termination terms in their SOW and our Master Services Agreement.
8. Your statutory rights
This policy is in addition to any rights you have under applicable consumer-protection law, which it does not limit. For example, consumers in Québec have rights under the Consumer Protection Act, and consumers in the European Union and United Kingdom generally have a 14-day right to withdraw from online service contracts (reduced to reflect services already provided if you asked us to start during that period). For U.S. customers in states that require a posted refund policy, this page is our official notice.
Version 2.0 replaces the policy effective August 28, 2025.
This document is published in English and French; both versions have equal standing.