Jurisdiction: Province of Ontario, Canada
At Delvern, we are committed to providing high-quality, verified service coordination. When you book a service, we immediately begin the process of matching, vetting, and dispatching a Master-level professional to your property.
1. THE $79 MANAGED DISPATCH FEE
Administrative Commitment:
The $79 (+HST) fee is a non-refundable coordination fee that covers the administrative costs of matching your request with a verified, licensed, and $2M insured technician.
Credit Toward Repair:
This $79 fee is 100% credited toward the final cost of your repair or installation, provided you move forward with the service recommended by the dispatched technician.
2. CANCELLATION BY THE HOMEOWNER
Full Refund Window:
You are eligible for a full refund of the $79 fee only if you cancel your request within 15 minutes of the initial booking and before a technician has been successfully matched and dispatched.
Late Cancellation:
Once a technician has been matched and is “En Route” to your property, the $79 fee becomes strictly non-refundable to ensure our professionals are compensated for their travel and availability.
3. CLIENT “NO-SHOW” & AGE REQUIREMENTS
18+ Presence Policy:
To ensure safety and legal compliance, an adult of legal age (18+) must be present at the property for the duration of the service visit. Service professionals are strictly prohibited from entering a home if no person of legal age is present.
Surcharge Protocol:
If a technician arrives and cannot gain access, or is denied entry because a legal adult (18+) is not present, the $79 fee is forfeited.
Additional Penalty:
A $50.00 No-Show surcharge will be applied to the client’s account to compensate the professional for travel and lost time.
4. CANCELLATION BY DELVERN OR THE TECHNICIAN
In the rare event that Delvern or our matched technician must cancel the appointment due to unforeseen circumstances and a suitable replacement cannot be provided, a 100% refund will be issued to your original payment method immediately.
5. THE FORMAL RESOLUTION PROCESS
Filing Requirement:
All disputes must be submitted through the Official Resolution Portal at delvern.ca/resolution within 48 hours of the service visit.
Audit Trail:
Each request is assigned a unique Case Number for tracking and insurance auditing. Delvern will review Voice AI dispatch records, technician GPS logs, and on-site service notes.
Timeline:
We aim to provide a formal “Approval” or “Denial” of the refund request within 3 to 5 business days.
6. REFUND EXECUTION
Payment Partner:
“Approved” refunds are initiated immediately via our payment partner, Helcim.
Banking Timelines:
While Delvern releases funds instantly upon approval, banks typically take an additional 3–7 business days to reflect the credit on your statement.
7. DISAGREEMENT WITH DIAGNOSIS
A diagnosis is a professional opinion. Disagreement with a technician’s findings or the cost of a suggested repair does not constitute grounds for a refund of the Dispatch Fee if the coordination process was followed and the technician provided professional documentation.
