Purchased Services Cancellation & Credit Policy

Last Updated: July 29, 2026

Our Commitment

Empower Simcoe is committed to providing flexible, accessible, and high-quality programs and services through the Marketplace.

Preparing and delivering Purchased Services requires advance planning, staffing, scheduling, facility coordination, transportation planning, and administrative support. This policy is intended to balance flexibility for customers with the operational requirements of delivering reliable services to the people and communities we support.

Wherever possible, our goal is to preserve the value of a customer’s purchase through Marketplace Credit, while ensuring Marketplace resources remain sustainable and available for everyone.

1. Purpose

This policy establishes the cancellation, Marketplace Credit, administrative fee, and financial refund practices that apply to Purchased Services offered through the Empower Simcoe Marketplace.

It is intended to:
• provide customers with a clear understanding of their options when cancelling a Purchased Service;
• establish consistent practices across Marketplace programs;
• reduce unnecessary administrative processing;
• support responsible financial stewardship; and
• provide staff with a fair and consistent framework for handling cancellation requests.

2. Scope

This policy applies to all Purchased Services offered through the Empower Simcoe Marketplace unless a published program-specific policy states otherwise.

Purchased Services may include, but are not limited to:
• Community Support Services (CSS)
• Community Participation Services
• Recreation programs
• Transportation services
• Workshops
• Events
• Classes
• Camps
• Group activities
• Individual registrations
• Other services offered through the Marketplace

This policy does not apply to physical merchandise, which is governed by the Shipping, Delivery & Merchandise Returns Policy.

3. Definitions

Purchased Service
Any registration, activity, transportation booking, event, workshop, program, support service, or other non-merchandise offering purchased through the Marketplace.

Marketplace Credit
A non-cash credit issued to a customer’s Marketplace account that may be applied toward eligible future Marketplace purchases.

Marketplace Credits:
• are automatically associated with the purchasing account;
• expire 365 days after the date they are issued;
• are automatically applied during checkout when available;
• are non-transferable;
• are not redeemable for cash except where required by law; and
• may only be used toward eligible Marketplace purchases.

Administrative Fee
A fee applied to eligible late cancellations to help offset operational costs that have already been incurred in preparing and delivering a Purchased Service.

4. Cancellation Timeframes

The amount of Marketplace Credit issued depends on when Empower Simcoe receives the cancellation request.

Cancellation Timing Marketplace Credit

• More than 72 hours before the scheduled service: 100%
• Within 72 hours of the scheduled service: 90% (10% Administrative Fee applies)
• Failure to attend without cancelling (No Show): Normally no Marketplace Credit

Cancellation requests become effective when they are received by Empower Simcoe.

5. Marketplace Credits

Marketplace Credit is the standard method of preserving the value of eligible Purchased Services.

Where a cancellation qualifies under this policy, Marketplace Credit will normally be issued instead of a financial refund.

Marketplace Credits:
• are issued to the purchasing account;
• may be used toward future eligible Marketplace purchases;
• expire 365 days after the issue date;
• cannot normally be transferred to another individual;
• cannot normally be exchanged for cash; and
• are automatically applied during checkout when eligible.

Customers are responsible for using Marketplace Credits before their expiry date.

Expired Marketplace Credits will not normally be reinstated.

6. Administrative Fee

Cancellations received within 72 hours of the scheduled Purchased Service are subject to a 10% administrative fee.

This fee helps offset costs already incurred in preparing and delivering Marketplace services, including:
• staffing;
• scheduling;
• transportation planning;
• facility preparation;
• payment processing;
• administration;
• program coordination; and
• other operational costs that cannot reasonably be recovered once a service is approaching delivery.

The administrative fee is deducted before Marketplace Credit is issued.

7. No Shows

Customers who do not attend a Purchased Service and do not provide advance notice of cancellation are generally not eligible for Marketplace Credit or a financial refund.

Repeated no-shows may affect eligibility for future registrations where permitted by program-specific policies.

8. Financial Refunds

Financial refunds are not normally issued for Purchased Services.
Instead, eligible cancellations will generally receive Marketplace Credit in accordance with this policy.

Financial refunds may be approved only where:
• required by applicable law;
• Empower Simcoe cancels a Purchased Service and the customer requests a refund;
• duplicate payment has occurred;
• payment has been processed in error;
• Marketplace Credit cannot reasonably be used due to exceptional circumstances; or
• otherwise approved by Empower Simcoe.

Where approved, refunds will normally be issued using the original method of payment where reasonably possible.

9. Service Cancellations by Empower Simcoe

If Empower Simcoe cancels a Purchased Service, affected customers may choose one of the following:
• a full financial refund; or
• 100% Marketplace Credit.

Examples may include:
• insufficient program enrollment;
• staff availability;
• facility closures;
• severe weather;
• emergency situations;
• operational requirements; or
• other circumstances beyond Empower Simcoe’s reasonable control.

Where practical, customers will be notified as soon as reasonably possible.

10. Exceptional Circumstances

Empower Simcoe recognizes that unexpected situations may arise.
Marketplace Credits, administrative fees, or financial refunds may be adjusted outside of this policy at Empower Simcoe’s discretion in exceptional circumstances.

Examples may include:
• medical emergencies;
• hospitalization;
• compassionate circumstances;
• bereavement;
• severe weather;
• transportation disruptions;
• documented emergencies;
• service interruptions; or
• other circumstances considered appropriate by Empower Simcoe.

Supporting documentation may be requested where appropriate.

Approval of one exception does not create a precedent for future requests.

11. Program-Specific Policies

Certain Marketplace programs may have cancellation requirements that differ from this policy due to funding requirements, third-party agreements, limited-capacity programming, or operational considerations.

Where a published program-specific cancellation policy exists, that policy will apply to the applicable program.

12. How to Request a Cancellation

Customers should notify Empower Simcoe as soon as they become aware that they cannot attend a Purchased Service.

Cancellation requests may be submitted using any approved communication method identified by the applicable program area.

The effective cancellation time is based on when the request is received by Empower Simcoe, not when the Purchased Service is scheduled to begin.

13. Policy Changes

Empower Simcoe may update this policy periodically to reflect operational improvements, legislative requirements, or changes to Marketplace functionality.

The current version will always be published through the Marketplace.
Continued use of the Marketplace following publication of an updated policy constitutes acceptance of those changes.

14. Related Marketplace Policies

This policy should be read together with:
• Marketplace Terms of Use
• Marketplace Privacy Policy
• Shipping, Delivery & Merchandise Returns Policy

15. Contact Information

Questions regarding this policy may be directed to:
Empower Simcoe
39 Fraser Court
Barrie, Ontario L4N 5J5
Phone: 705-726-9082
Website: marketplace.empowersimcoe.ca

Revision History