Refund Policy

Effective Date: January 1, 2025

Last Updated: January 1, 2025

At ProAV Solutions, we strive to provide exceptional products and services to our customers. This Refund Policy outlines the terms and conditions governing refunds, returns, cancellations, and exchanges for equipment purchases, equipment rentals, podcast studio bookings, and video production services.

Please read this policy carefully before making any purchase or booking. By using our services, you acknowledge and accept this Refund Policy.

1. Equipment Sales Refund Policy

1.1 Return Eligibility

You may return purchased equipment within 14 calendar days of the purchase date or delivery date (whichever is later) for a refund, provided the equipment meets the following conditions:

• Equipment is unused, unopened, and in original condition
• All original packaging, accessories, manuals, and documentation are included
• Product seals, shrink wrap, and protective films are intact
• Equipment has not been registered with the manufacturer
• Original receipt or proof of purchase is provided

1.2 Non-Returnable Items

The following items cannot be returned or refunded:

• Custom-ordered or special-order equipment
• Equipment specifically ordered for you from manufacturers
• Opened software, digital products, or consumables
• Items marked "final sale" or "clearance" at time of purchase
• Gift cards or service vouchers
• Used or damaged equipment (unless defective)

1.3 Refund Process for Equipment Sales

1. Contact Us: Email [email protected] or call +1 (224) 576-7634 within 14 days of purchase to initiate a return
2. Return Authorization: We will provide a Return Authorization (RA) number and return instructions
3. Ship or Return Equipment: Return equipment to our Regina location with RA number clearly marked
4. Inspection: We will inspect returned equipment within 3-5 business days of receipt
5. Refund Processing: If approved, refund will be processed within 7-10 business days

1.4 Restocking Fees

A restocking fee may apply to returns:

Condition	Restocking Fee
Unopened, original packaging intact	No fee
Opened but unused and complete	15% of purchase price
Used or missing components	Return not accepted
Special orders	Not eligible for return

1.5 Defective Equipment

If equipment is defective or not functioning as described:

• Contact us immediately upon discovering the defect
• We will arrange replacement, repair, or full refund at no charge
• Return shipping costs will be covered by ProAV Solutions
• No restocking fee applies to defective equipment
• Manufacturer warranty may apply for certain defects

1.6 Shipping Costs

• Original shipping charges are non-refundable
• Customer is responsible for return shipping costs unless equipment is defective
• We recommend insured shipping with tracking for returns
• Risk of loss during return shipping is borne by customer until received by us

2. Equipment Rental Refund Policy

2.1 Rental Cancellations

Cancellation refunds depend on timing:

Cancellation Timing	Refund Amount
48+ hours before scheduled pickup	100% refund (full refund)
24-48 hours before scheduled pickup	50% refund (50% cancellation fee)
Less than 24 hours before pickup	No refund (full rental fee charged)
No-show (failure to pick up)	No refund (full rental fee charged)

2.2 Early Returns

• Early returns do not qualify for prorated refunds
• Full rental period fees apply regardless of actual usage
• Equipment must be returned during business hours
• After-hours returns available by appointment (additional fee may apply)

2.3 Equipment Issues During Rental

If equipment malfunctions during your rental period:

• Contact us immediately at +1 (224) 576-7634
• We will provide replacement equipment or repair at no additional cost
• If replacement is unavailable, we will issue a prorated refund for unusable rental time
• Equipment issues must be reported within 2 hours of pickup or discovery

2.4 Security Deposit Refunds

Security deposits are refunded according to the following schedule:

• Credit Card Hold: Released within 3-7 business days after equipment return and inspection
• Cash/E-Transfer Deposit: Refunded within 7 business days after equipment return
• Deposits may be partially or fully withheld for:
  • Equipment damage beyond normal wear and tear
  • Lost or stolen equipment
  • Missing accessories or components
  • Late return fees
  • Cleaning fees for excessively dirty equipment

2.5 Rental Modifications

• Rental period extensions subject to equipment availability
• Extensions must be arranged before original return date
• Upgrading to different equipment may incur additional fees or credits
• Downgrading equipment does not result in refunds for remaining rental period

3. Podcast Studio Booking Refund Policy

3.1 Studio Booking Cancellations

Studio booking cancellations are subject to the following refund schedule:

Cancellation Timing	Refund Amount
72+ hours (3+ days) before session	100% refund
24-72 hours before session	50% refund
Less than 24 hours before session	No refund
No-show	No refund (full session fee charged)

3.2 Studio Session Modifications

• Rescheduling requests 48+ hours in advance: No fee
• Rescheduling within 48 hours: Subject to availability, $25 rescheduling fee
• Time modifications subject to availability
• Extending session time billed at hourly rate (subject to availability)

3.3 Technical Issues

If technical problems prevent you from using the studio:

• We will attempt to resolve issues immediately
• If issues cannot be resolved, you may reschedule at no charge
• If you choose not to reschedule, full refund will be issued
• Prorated refunds for partial session disruptions

3.4 Recurring Studio Bookings

• Recurring bookings require 30 days notice for cancellation
• Cancellation within notice period results in payment for remaining sessions in notice period
• Individual session cancellations within recurring booking subject to standard cancellation policy
• Unused sessions in monthly packages are non-refundable and do not roll over

4. Video Production Services Refund Policy

4.1 Project Deposits

• 50% deposit required to secure booking and begin project planning
• Deposits are non-refundable once project planning has commenced
• Deposits applied toward final project cost

4.2 Project Cancellations

Cancellation policies vary based on project stage:

Cancellation Timing / Stage	Refund Policy
Before pre-production begins (7+ days before shoot)	Deposit refunded minus 20% administration fee
During pre-production (3-7 days before shoot)	50% of total project fee charged
Less than 3 days before shoot date	Full project fee charged, no refund
After shooting has begun	No refund, full payment due
During post-production	No refund, full payment due

4.3 Weather-Related Cancellations

• Weather cancellations for outdoor shoots rescheduled at no penalty
• Must be rescheduled within agreed project timeline
• If rescheduling is not possible, prorated refund for uncompleted work

4.4 Scope Changes

• Scope increases result in additional fees
• Scope decreases after work has begun do not result in refunds
• All scope changes require written agreement and revised pricing

4.5 Revision Limits

• Projects include specified number of revision rounds (typically 2-3)
• Additional revisions beyond agreement billed at hourly rate
• Major creative direction changes may be treated as new projects

4.6 Dissatisfaction with Final Product

• We will work to address reasonable concerns and make agreed-upon corrections
• Subjective dissatisfaction does not qualify for refunds
• Technical defects or failure to meet specifications will be corrected at no charge
• Disputes may be submitted to mediation (see Section 9)

5. Consultation Services Refund Policy

5.1 Consultation Session Cancellations

• Free initial consultations may be canceled without penalty
• Paid consultation cancellations 24+ hours in advance: Full refund
• Cancellations less than 24 hours: No refund
• No-shows charged full consultation fee

5.2 Satisfaction Guarantee

• If you are not satisfied with the first hour of consultation, we will refund that hour
• Refund request must be made within 24 hours of consultation
• One-time courtesy refund per customer

6. Refund Processing

6.1 Refund Methods

Refunds will be issued using the original payment method:

• Credit Card: 7-10 business days for refund to appear on statement
• Debit Card: 5-7 business days
• E-Transfer: 3-5 business days
• Cash: Immediately upon approval (in-person only)

6.2 Refund Timeline

1. Refund request received and reviewed: 1-2 business days
2. Equipment inspection (if applicable): 2-3 business days
3. Refund approval and processing: 1-2 business days
4. Funds transfer to original payment method: 3-10 business days (varies by method)

Total Timeline: Refunds typically complete within 7-17 business days from request submission.

6.3 Partial Refunds

Partial refunds may be issued for:

• Items returned without original packaging
• Equipment with minor cosmetic damage
• Incomplete returns (missing accessories)
• Prorated service refunds for cancelled portions of projects

7. Exchanges

7.1 Equipment Exchanges

• Exchanges accepted within 14 days of purchase
• Equipment must meet return eligibility criteria (Section 1.1)
• Exchanges for equal or greater value: No additional fee
• Exchanges for lesser value: Refund difference minus 10% restocking fee
• Price differences at time of exchange apply

7.2 Rental Equipment Exchanges

• Equipment may be exchanged during rental period if original equipment is unsatisfactory
• Subject to availability
• Upgrade exchanges: Pay difference in rental rates
• Downgrade exchanges: No refund for rate difference

8. Special Circumstances

8.1 Force Majeure

In cases of events beyond our control (natural disasters, pandemics, government restrictions, etc.):

• Affected bookings will be rescheduled when possible
• If rescheduling is not possible, full refund will be issued
• We are not liable for consequential damages resulting from force majeure cancellations

8.2 ProAV Solutions-Initiated Cancellations

If we must cancel your booking or order:

• Full refund of all payments made
• Reasonable assistance finding alternative solutions
• Potential goodwill credit toward future services

8.3 Damaged or Lost Shipments

• Report shipping damage within 48 hours of delivery
• We will file insurance claim and arrange replacement or refund
• No charge to customer for damaged shipments

9. Dispute Resolution

9.1 Contact Us First

If you have concerns about a refund or our services, please contact us first. Most issues can be resolved through direct communication.

9.2 Escalation Process

1. Contact customer service: [email protected] or +1 (224) 576-7634
2. If unresolved, request escalation to management
3. Written summary of issue and desired resolution
4. Management review and response within 5 business days

9.3 Mediation

If disputes cannot be resolved internally, both parties agree to attempt mediation before pursuing legal action. Mediation costs shared equally between parties.

10. Exceptions and Discretion

While this policy outlines our standard refund procedures, ProAV Solutions reserves the right to make exceptions on a case-by-case basis at our sole discretion. We are committed to customer satisfaction and will consider unique circumstances that may warrant deviation from standard policy.

11. Policy Updates

We may update this Refund Policy from time to time. Changes will be posted on our website with a new "Last Updated" date. Continued use of our services after changes constitutes acceptance of the updated policy.

Refunds for orders placed before policy changes will be governed by the policy in effect at the time of original purchase.

12. Contact Information

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