Our Commitment to You
We're so confident in our ability to secure your permit approval that we offer a 100% money-back guarantee if we fail to deliver.
1. Our 100% Money-Back Guarantee
Simple Promise: If your building permit is not approved due to errors, deficiencies, or omissions in our work, you will receive a full refund of all fees paid to ExpressPermit.
This guarantee reflects our confidence in our 500+ consecutive permit approvals and zero rejections track record.
2. When the Guarantee Applies
You are eligible for a full refund when:
- Application Rejection: The municipal authority rejects your permit application due to errors in our drawings, plans, or documentation
- Code Compliance Errors: We fail to properly address Ontario Building Code requirements that result in denial
- Incomplete Documentation: Our submitted application package is incomplete or insufficient as determined by the municipality
- Professional Error: Any mistake or omission by ExpressPermit that directly causes permit denial
- Unresolvable Deficiencies: Municipal deficiencies that cannot be corrected due to errors in our initial work
3. Refund Process
Step 1: Notification
Contact us immediately upon receiving a denial or rejection notice from the municipality. Provide a copy of the official denial letter or communication.
Step 2: Review
We will review the denial reasons within 3 business days to determine if the rejection was due to our error or external factors.
Step 3: Resolution Attempt
We will first attempt to resolve the issue and resubmit at no additional cost. If resolution is not possible due to our error, the refund process begins.
Step 4: Refund Approval
Once confirmed that the denial was due to our error, we will approve your refund request within 2 business days.
Step 5: Payment
Full refund will be issued within 10 business days via the original payment method or e-transfer.
4. Refund Amounts
Full Refund (100%)
You will receive a complete refund of all fees paid to ExpressPermit, including:
- Design and drafting fees
- Permit processing fees
- Consultation fees
- Any additional service fees charged by ExpressPermit
Non-Refundable Items
The following third-party costs are not refundable (as we do not retain these funds):
- Municipal permit application fees paid to the municipality
- Engineering reports or certifications from third parties
- Land surveys or surveyor fees
- Environmental assessments
- Other third-party professional services not provided by ExpressPermit
5. When the Guarantee Does NOT Apply
Important: The refund guarantee does not apply in the following circumstances:
Client-Related Issues
- Incomplete Information: Client failed to provide complete, accurate, or timely information
- Unauthorized Changes: Client made changes to plans or property without notifying us
- Non-Compliance: Client failed to follow our recommendations or requirements
- Misrepresentation: Client provided false or misleading information about the project or property
- Delayed Response: Client failed to respond to requests for information or approvals in a timely manner
External Factors
- Bylaw Changes: Municipal bylaws or regulations changed during the application process
- Variance Required: Project requires a variance or exemption from standard requirements (this should be disclosed upfront)
- Zoning Issues: Property zoning does not permit the proposed use (pre-existing condition)
- Easements/Restrictions: Property has easements, covenants, or restrictions preventing the project
- Geotechnical Issues: Soil or environmental issues discovered during review
- Neighbor Objections: Formal objections from neighbors or community (outside our control)
Scope Exclusions
- Out of Scope: Denial relates to aspects outside our contracted scope of work
- Not Recommended: We advised against the project, but client requested to proceed anyway
- Third-Party Errors: Errors by engineers, surveyors, or other professionals not under our control
6. Partial Refunds
Voluntary Cancellation by Client
- Before Work Begins: 100% refund minus $100 administrative fee
- After Design Phase Complete: 50% refund of total fees
- After Submission to Municipality: No refund (work completed)
Mutual Agreement to Discontinue
If both parties agree to discontinue services, refund amount will be calculated based on work completed to date.
7. Timeline for Refund Claims
Refund requests must be submitted:
- Within 30 days of receiving official denial notice from the municipality
- Within 90 days of our final submission if no response from municipality
- Before starting work with another consultant to resubmit the application
Note: Refund claims submitted after these timeframes may not be eligible.
8. How to Request a Refund
Required Documentation
To request a refund, please provide:
- Written refund request via email to info@expresspermit.ca
- Copy of official municipal denial or rejection notice
- Your original service agreement reference number
- Detailed explanation of the reason for refund request
- Proof of payment (invoice/receipt)
Contact Information
ExpressPermit - Refund Department
650 King St E, Unit 209
Oshawa, ON L1H 1G5
Email: info@expresspermit.ca
Phone: (905) 441-4418
Subject Line: "Refund Request - [Your Name/Project]"
9. Response Timeline
- Initial Response: Within 2 business days of receiving your refund request
- Review Completion: Within 5 business days
- Decision Communication: Within 7 business days
- Refund Processing: Within 10 business days of approval
10. Dispute Resolution
If you disagree with our refund decision:
Step 1: Internal Review
Request a second review by a senior manager. Provide additional documentation if available.
Step 2: Mediation
If internal review does not resolve the issue, we agree to participate in mediation through a mutually agreed-upon mediator.
Step 3: Legal Action
As a last resort, disputes may be resolved through legal proceedings in accordance with our Terms of Service.
11. Our Commitment to Customer Satisfaction
We've maintained a 100% success rate for over 500 consecutive permits. Our refund policy exists to give you complete peace of mind, though we've rarely had to use it.
Our goal is your project's success. Before issuing any refund, we will:
- Thoroughly investigate the cause of denial
- Attempt to correct and resubmit at no additional charge
- Work with municipal authorities to find a solution
- Explore all possible options for approval
Only when approval is truly impossible due to our error will we process a refund.
12. Exclusions and Special Cases
Complex Projects
For unusually complex projects, additional terms may be outlined in your service agreement that supersede or modify this refund policy. Any such modifications will be clearly stated in writing.
Expedited Services
Rush or expedited processing fees are non-refundable if we deliver on the expedited timeline, regardless of approval outcome.
Consultation-Only Services
Consultation or advisory services (where we don't submit the application) are not covered by the 100% refund guarantee but are subject to standard service guarantees.
13. Refund Method
Refunds will be issued via:
- Original Payment Method: For credit card payments
- E-Transfer: For cash, debit, or cheque payments
- Cheque: Available upon request (allow additional 5 business days)
14. Tax Implications
HST paid on services will be refunded along with the base service fee. You may need to report the refund to CRA if you claimed the expense as a business deduction. Consult your accountant for tax advice.
15. Changes to Refund Policy
This refund policy may be updated from time to time. Changes will be posted on this page with an updated date. Your service agreement will reference the version of the refund policy in effect at the time of signing.
16. Questions About Our Refund Policy?
We're happy to answer any questions about our 100% money-back guarantee:
Bottom Line: We stand behind our work. If we make an error that costs you a permit approval, we'll make it right with a full refund. That's our promise.