Refund and Return Policy

1.1 Tiered Cancellation Policy

We understand that plans change. Our tiered cancellation policy is designed to balance fairness to customers with the operational needs of Partner Shops. Cancellation fees are applied based on the time between cancellation and the scheduled appointment:

• More Than 24 Hours Before Appointment: Full refund of any amount paid. No cancellation fee.
• 12 to 24 Hours Before Appointment: 85% refund. Cancellation fee of 15% of the appointment total is applied.
• Less Than 12 Hours Before Appointment: 75% refund. Cancellation fee of 25% of the appointment total is applied.
• No-Show (Failed to Appear or Cancel Before Appointment Time): 50% refund. Cancellation/no-show fee of 50% of the appointment total is applied.

1.2 Calculation of Refund Amount

Refund amounts are calculated based on the total appointment cost, including tire prices, installation labor, and applicable taxes. Cancellation fees are deducted from the refund. If no payment has been made through the Platform at the time of cancellation, no refund is due.

1.3 Timing of Cancellations

Cancellations are timestamped based on when the cancellation request is submitted through the Platform. Cancellations made after business hours will be processed on the next business day.

2.1 Payment Processing and Refunds

When you pay through the Platform (a "Platform Payment"), the funds are processed by our secure, PCI-DSS compliant payment processor. Refunds are issued to the original payment method (credit card, debit card, or digital wallet) from which the payment was made.

2.2 Refund Processing Timeline

Refunds are initiated within three (3) business days of approval. However, the time for the refund to appear in your account depends on your financial institution and payment method:

• Credit Card Refunds: Five (5) to ten (10) business days to appear on your statement.
• Debit Card Refunds: Three (3) to five (5) business days.
• Digital Wallet (e.g., PayPal, Apple Pay, Google Pay): One (1) to three (3) business days.

During high-volume periods or holidays, processing times may be longer. We are not responsible for delays caused by your financial institution.

2.3 Failed Payment Refunds

If a payment fails due to insufficient funds, an incorrect card number, or other payment processor error, you will be notified via email. No refund is due in such cases.

3.1 Payments Made Directly to Partner Shops

If you pay a Partner Shop directly (a "Direct Payment") using cash, check, or the Partner Shop's own payment system, TireSync is not a party to that transaction. Refund policies for Direct Payments are determined by the individual Partner Shop and are not governed by this Policy.

3.2 Disputes Over Direct Payments

If you have a dispute regarding a Direct Payment with a Partner Shop, we recommend contacting the Partner Shop directly to resolve the matter. TireSync can assist by providing contact information for the Partner Shop, but we are not responsible for refund disputes arising from Direct Payments.

4.1 Tire Return Conditions

Tire returns and refunds are subject to the following conditions:

• Return Timeline: Tires must be returned to the Partner Shop within thirty (30) days of purchase if they are defective or damaged upon delivery.
• Condition of Tires: Returned tires must be in original condition, unused, uninstalled, and with all original packaging and documentation.
• Proof of Purchase: You must provide proof of purchase (receipt or booking confirmation) when returning tires.
• Defective vs. Change of Mind: Returns due to defects, manufacturing errors, or damage are eligible for refund. Returns due to change of mind may be subject to restocking fees determined by the Partner Shop.

4.2 Partner Shop Refund Policies

Each Partner Shop may have its own return and refund policy that may be more generous than the terms outlined in this Policy. We recommend reviewing the Partner Shop's policy at the time of purchase. If a Partner Shop's policy is more favorable to you than this Policy, the Partner Shop's policy will govern.

4.3 Defective Product Claims

If a tire is defective due to a manufacturing error, the tire manufacturer may provide a warranty. Such manufacturer warranties are separate from this Policy and are administered by the tire manufacturer or Partner Shop. Contact the Partner Shop for details regarding manufacturer warranties.

5.1 Service Not Rendered

If a Partner Shop fails to render or completes the installation service in a manner that materially fails to meet the standards described (e.g., improper installation, missing services), you may be eligible for a service refund. Contact the Partner Shop first to attempt resolution. If the Partner Shop does not resolve the issue, you may contact TireSync at info@tiresync.ca to file a formal complaint.

5.2 Service Disputes

Disputes regarding service quality should be resolved directly with the Partner Shop. TireSync can facilitate communication but is not responsible for determining the appropriateness of service charges or refunds for service disputes.

6.1 Ontario Consumer Protection Act

For Ontario residents, your rights under the Consumer Protection Act, 2023, are preserved. The Act provides a fourteen (14) day cooling-off period for purchases made online. If you have not received the product or service within fourteen (14) days of purchase, you may cancel the order and receive a full refund. This right does not apply to appointments that have already been fulfilled or custom orders.

6.2 British Columbia Consumer Protection

For British Columbia residents, the Business Practices and Consumer Protection Act provides consumer protection rights including cooling-off periods and implied warranties. Nothing in this Policy limits any rights you may have under British Columbia consumer protection legislation.

6.3 Quebec Consumer Protection Act

For Quebec residents, the Quebec Consumer Protection Act provides consumer protection rights including the right to return consumer products and the right to be provided with explicit information regarding return policies. Nothing in this Policy limits any rights you may have under the Quebec Consumer Protection Act. You may have the right to cancel an order within a specified time period (typically thirty (30) days) depending on the nature of the purchase.

If any provision of this Policy conflicts with your rights under provincial consumer protection legislation, the provincial legislation shall prevail.

The following are generally non-refundable:

• Used or Installed Tires: Tires that have been installed on a vehicle and used on the road are not eligible for refund.
• Expired Bookings: Appointments not cancelled within the specified timeframe are non-refundable.
• Additional Services: Upgrades or additional services selected by you at the time of booking may be non-refundable, subject to Partner Shop policy.

Partner Shops may offer limited exceptions to these policies at their discretion.

8.1 Filing a Refund Dispute

If you believe a refund was calculated incorrectly, processed incorrectly, or not processed, you may file a dispute by contacting us at info@tiresync.ca within thirty (30) days of the transaction. Please provide:

• Your booking confirmation number.
• The date of the transaction.
• A detailed description of the reason for the dispute.
• Any relevant documentation (screenshots, receipts, etc.).

8.2 Dispute Resolution Process

Upon receipt of a dispute, we will:

• Acknowledge receipt of the dispute within five (5) business days.
• Investigate the dispute, which may include contacting the Partner Shop.
• Provide a resolution within fourteen (14) business days of receipt of the dispute.

If the dispute cannot be resolved informally, you may pursue the dispute resolution process outlined in our Terms of Service.

8.3 Chargeback Rights

If you are unsatisfied with our resolution, you have the right to dispute the charge with your credit card company or financial institution. This is called a "chargeback." You should note that repeated chargebacks may result in account suspension or termination.

Partner Shops may have their own refund policies that apply to Direct Payments or services provided through the Platform. When you book through a Partner Shop, you may be presented with that Partner Shop's specific refund terms. In the event of a conflict between this Policy and a Partner Shop's policy, the Partner Shop's policy will govern for Direct Payments and services provided by that Partner Shop.

For Platform Payments processed through TireSync, this Policy takes precedence unless the Partner Shop's policy is more favorable to you.

10.1 Force Majeure and Unforeseen Events

If a Partner Shop is unable to provide services due to circumstances beyond its reasonable control (e.g., weather, natural disaster, government order, pandemic, supply chain disruptions), a full refund will be offered, or the appointment may be rescheduled at no charge.

10.2 Platform Downtime

If the Platform is unavailable due to technical issues, maintenance, or cyber-attacks, and this prevents you from cancelling an appointment within the required timeframe, we will consider a waiver of cancellation fees on a case-by-case basis.

Repeated cancellations, particularly last-minute cancellations or no-shows, may indicate a pattern of abuse. If we observe a pattern of cancellations by a user, we reserve the right to:

• Require advance payment for future bookings.
• Restrict or suspend your account.
• Terminate your account for violation of our <a href="/legal/acceptable-use" className="text-accent hover:underline">Acceptable Use Policy</a>.

We may update this Refund and Return Policy at any time. Material changes will be communicated via email or prominent notice on the Platform at least thirty (30) days before they take effect. Your continued use of the Platform after such notice constitutes acceptance of the updated Policy.

For questions about this Refund and Return Policy, to report a refund issue, or to request a refund, please contact us:

• Email: info@tiresync.ca
• Email (General): info@tiresync.ca
• Website: tiresync.ca

For information about your rights under provincial consumer protection legislation, visit the consumer protection authority in your province.