Refund & Cancellation Policy

Effective date: Sept 01, 2026 | Last updated: Nov 01, 2026

1. Who we are and what this policy covers

This policy is issued by VitalFlow Institute of Human Performance Inc., operating as VitalFlow Institute ("VitalFlow," "we," "us"), a corporation based in Oakville, Ontario, Canada.

It applies to purchases made directly from VitalFlow, including:

•  Individual purchases: digital programs, video courses and subscriptions bought by an individual for personal use.
•  Organizational licenses: per-seat licenses bought by an employer, hospital or other organization for its people (Team, Department and Enterprise).
•  Trainer Certification and live services: the AHTS™ Trainer Certification and any live or in-person sessions, which are mainly governed by their own written agreements (Section 5).

All prices are shown and charged in Canadian dollars (CAD) unless the checkout page states otherwise.

Your legal rights come first. Nothing in this policy limits any right you have under the consumer protection laws of the province, state or country where you live. Where those laws give you a stronger right than this policy does, that law applies.

2. Individual purchases: 7-day guarantee

If you are buying a VitalFlow program for the first time, you can get a full refund within 7 calendar days if you have not yet worked through much of it.

You qualify when both of these are true:

1.  Timing: you ask for the refund within 7 calendar days of your first payment.
2.  Progress: your course progress for that program is below 20%.

How progress is measured. We use the progress record in your VitalFlow learner account. A lesson counts toward your progress when you mark it complete, complete its quiz or check-in, or watch at least 70% of its video. You can see your own progress in your account at any time.

What the guarantee covers. It covers the first payment for a one-time program and the first payment of a new monthly or annual subscription. For a bundle, progress is measured across all programs in the bundle. The guarantee applies once per person per program.

Why we have a progress limit. Our programs are digital and are delivered in full once watched. The progress limit lets you try a program properly while keeping the guarantee fair to everyone.

3. Subscriptions: renewal and cancellation

You can cancel a subscription at any time, online, in a few clicks, and you keep access until the end of the period you have paid for.

Automatic renewal. Monthly and annual subscriptions renew automatically at the end of each billing period, at the price shown when you subscribed, until you cancel. If the price changes, we will email you at least 15 days before the new price applies, and you can cancel before it takes effect.

How to cancel.

•  Online (fastest): log in, open your account menu, go to Billing, and choose Cancel subscription next to the subscription. If you paid with PayPal, you will be taken to PayPal to confirm the cancellation there.
•  By email: write to our support email from the email address on your account. Cancellation requests received before your renewal date stop the next charge. We confirm every cancellation by email.

After you cancel. No further payments are taken. You keep full access until the end of your current paid period, and your Billing page shows the date access ends. We do not give partial refunds or credits for unused time in a period that has already started, except as set out below or required by law.

Annual renewals. We email you a reminder at least 14 days before an annual subscription renews. If you are charged for an annual renewal and did not intend to continue, you may cancel within 14 days of the renewal charge for a full refund of that renewal.

Monthly renewals. Monthly renewal payments are not refundable once charged, but you can cancel at any time to stop the next one.

4. Organizational licenses

Organizational licenses are business purchases: they are refundable in full until your participants start using the program, and non-refundable after that.

License	How it is bought	Refund and cancellation terms
Team (10–45 seats)	Online, self-service	This section
Department (50–150 seats)	Online, self-service	This section
Enterprise (150+ seats)	Written agreement	The agreement; this section fills any gaps

Before anyone starts. You can cancel for a full refund within 14 days of purchase, as long as no participant has yet logged in to the program.

After anyone starts. Once any participant has logged in, the license fee for that term is non-refundable.

Unused seats and staff changes. Unused seats, inactive accounts and staff turnover do not reduce the license fee. A seat that has not yet been used can be reassigned to another person in your organization during the license term; contact us to arrange it.

Renewals. If a license renews automatically, we will email the purchaser before each renewal. To stop a renewal, tell us in writing at least 30 days before the renewal date.

Organizational purchases are business-to-business transactions. Consumer refund rights generally do not apply to them, but nothing in this section limits any right your organization has by law.

5. Trainer Certification and live services

The AHTS™ Trainer Certification and any live or in-person sessions are governed by the enrolment or service agreement you sign; the terms below apply only where that agreement is silent.

•  More than 30 days before the start date: full refund, or transfer to a later cohort or date at no charge.
•  14 to 30 days before the start date: 50% refund, or one free transfer to a later cohort or date.
•  Less than 14 days before, or after the program starts: no refund; one transfer may be offered at our discretion.
•  If we cancel or reschedule: you choose a full refund or a transfer to the new date.

Certification fees cover training and assessment, not a guaranteed result. Assessment retakes, where offered, may carry a separate fee stated in your agreement.

6. Access problems and how refunds are paid

If we cannot give you working access to something you paid for within 10 business days of your report, you get a full refund of the affected payment, whatever your progress.

Access problems. Email the support team with a short description and, if possible, a screenshot. We will work to fix verified problems on our side as quickly as we can. Problems caused by your own device, network, or browser are not covered, but we will still help where we can.

How refunds are paid.

•  Refunds go back to the original payment method.
•  Refunds include the sales tax (GST/HST) charged on the refunded amount. We do not deduct processing fees.
•  We issue approved refunds within 10 business days. Your bank or card issuer may take another 5 to 10 business days to show it.
•  Refunds are paid in the currency you were charged. We are not responsible for exchange-rate differences set by your bank.

After a refund. Access to the refunded program or license ends when the refund is issued.

7. Payment disputes

Please contact us before disputing a charge with your bank; most issues are resolved within a few business days.

If a payment is disputed or charged back, access to the products paid for by that payment may be paused while the dispute is reviewed. Access is restored if the dispute is resolved in our favour or withdrawn. This does not affect any right you have under law to ask your card issuer to reverse a charge.

8. How to request a refund

Email the support team with:

1.  Your full name
2.  The email address on your VitalFlow account
3.  Your order number or receipt
4.  A short note on what you are requesting

We reply within 3 business days and confirm by email whether the refund is approved.

9. Changes to this policy

We may update this policy from time to time. The version in effect when you made your purchase applies to that purchase, unless a change gives you more rights.

10. Contact

For questions about these Terms, please contact VitalFlow Institute through the contact form on this website.

VitalFlow Institute of Human Performance Inc. (VitalFlow Institute)