Refund Policy

Refund Policy

At VitalSteps Support Services Inc. (“VitalSteps,” “we,” “our”), we provide essential support services for children, youth, and adults in crisis situations, transitional living environments, and structured residential programs. Because our services involve staffing, programming, and care that are planned and delivered in advance, our refund principles are designed to ensure fairness, transparency, and sustainability.

1. General Refund Policy

Payments made for support services, residential care, program enrollment, or service retainers are generally non-refundable once services have begun. This is due to:

• Staffing commitments (including 24/7 awake supervision)

• Program scheduling and resource allocation

• Housing and facility preparation

• Regulatory and compliance requirements

However, certain situations may qualify for partial or full refunds, as outlined below.

2. Refunds Before Services Begin

Clients, guardians, or referral agencies may be eligible for a refund if services have not yet started and if written notice is provided. This is still under the discretion of the organization.

Eligibility

A refund may be granted if:

• The service start date is at least 7 days away, and

• No individualized preparation or specialized staffing has been initiated

Non-Refundable Circumstances

Refunds will not be issued if:

• Custom care planning or assessments have already been completed

• Staff have been specifically scheduled or assigned

• Specialized equipment, supplies, or accommodations have been purchased for the client

3. Refunds After Services Have Started

Once services have begun, payments are non-refundable because:

• Staffing costs are incurred daily

• Residential spaces are reserved exclusively for the client

• Program resources are allocated in advance

In exceptional cases, management may consider a pro-rated refund if:

• Services are discontinued due to agency-driven reasons

• A significant administrative or billing error occurred

• A client was unable to start the program due to unforeseen emergency circumstances (case-by-case review)

4. Program Cancellation by VitalSteps

If VitalSteps must postpone or cancel a program, session, or planned service for reasons not related to client behaviour or safety:

• A full refund or service credit will be provided

• Clients may choose between a refund or rescheduling

5. No Refunds for the Following

Refunds are not provided for:

• Missed appointments or unattended sessions

• Early withdrawal from residential or structured programs

• Removal of a client from a program due to safety concerns, policy violations, or behavioural risks

• Services delivered under contract with third-party agencies (e.g., Children’s Services), where fee structures are outside VitalSteps’ control

6. How to Request a Refund or Review

Clients, guardians, or agencies may submit a written request for refund review to:

Finance & Administration – VitalSteps Support Services Inc.
Email: info@vitalstepssupportservices.ca
Refund requests will be reviewed within 10 business days.

7. Third-Party Funding Providers

If services are funded or authorized by:

• Alberta Children’s Services

• FSCD

• Community agencies

• Insurance providers

• Legal guardianship orders

Refunds, cancellations, or funding adjustments will follow the policies of the funding organization and may be non-refundable through VitalSteps.

8. Policy Updates

VitalSteps may update this Refund Policy to reflect operational, regulatory, or program changes. The revised policy will be posted on our website with the updated effective date.

Last Updated: 10th November, 2025