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Refund Policy

Last updated: December 10, 2025

Our 100% Guarantee

If we can't fix your issue within the scope of your purchased package, you get a full refund. No questions asked. We stand behind our work with complete confidence.

Overview

At CodeFirstAid, we are committed to delivering exceptional service. This Refund Policy outlines the terms and conditions for refunds across all our service packages.

We believe in transparency and fairness, ensuring you feel confident when choosing our services.

Refund Policy by Service Package

Quick Fix ($79-$149)

Full refund if:

  • We cannot resolve the issue within 2 business days
  • The issue is outside the defined scope and cannot be fixed with the Quick Fix package
  • We fail to respond within the guaranteed 2-hour window

Partial refund: If the issue is resolved but takes longer than expected, we may offer a partial refund at our discretion.

Deep Dive ($249-$499)

Full refund if:

  • We cannot resolve the issue within the 5-business-day timeframe
  • We determine the issue requires Production Rescue level assistance
  • We fail to deliver the promised documentation and code review

Partial refund: Available if you are unsatisfied with the quality of work after the first review session.

Note: Cancellations before work begins receive a full refund minus a $50 processing fee.

Production Rescue ($799-$1,200)

Full refund if:

  • We cannot stabilize your production environment
  • The root cause is found to be a third-party service outage beyond our control
  • We fail to respond immediately to your emergency

Partial refund structure:

  • 50% refund if issue is resolved but falls short of expectations
  • 100% refund of the remaining 50% if post-incident review is not delivered

Note: The initial 50% payment is non-refundable once work begins, unless we fail to resolve the issue entirely.

Monthly Retainer ($800-$4,000/month)

Refund terms:

  • First month: Full refund if you cancel within 7 days and have used less than 2 hours of support
  • Ongoing: Pro-rated refund for unused hours if you cancel mid-month
  • Cancellation: 30 days notice required; you will not be charged for the following month

Downgrade option: You may downgrade your retainer tier with 30 days notice instead of canceling.

How to Request a Refund

To request a refund, follow these steps:

  1. Email us at refunds@codefirstaid.com with your ticket number and reason for the refund
  2. Our team will review your request within 1 business day
  3. If approved, refunds are processed within 5-7 business days
  4. You will receive an email confirmation once the refund is issued

Refunds are issued to the original payment method used during purchase.

Non-Refundable Scenarios

We cannot provide refunds in the following cases:

  • Issues caused by changes you made after our work was completed
  • Refusal to provide necessary access or information for debugging
  • Third-party service outages (AWS, Stripe, Vercel, etc.) beyond our control
  • Issues that were resolved successfully and delivered as agreed
  • Retainer hours that have already been consumed
  • Requests made more than 30 days after service completion

Dispute Resolution

If you disagree with our refund decision:

  1. Contact our support team at disputes@codefirstaid.com
  2. Provide detailed reasoning and supporting evidence
  3. We will schedule a call within 3 business days to discuss
  4. A senior engineer will review the case independently
  5. Final decision will be communicated within 5 business days

Chargebacks

We encourage you to contact us before initiating a chargeback. Chargebacks can:

  • Delay resolution and refund processing
  • Result in suspension of your account
  • Incur additional fees that we may dispute

We are committed to resolving disputes fairly and quickly. Most refund requests are processed faster than chargebacks.

Changes to This Policy

We may update this Refund Policy from time to time. Changes will be communicated via email and will not affect services already purchased under the previous policy.

Contact Us

For questions about refunds or to request one, contact us:

Refund Requests: refunds@codefirstaid.com

General Support: help@codefirstaid.com

Address: CodeFirstAid, Calgary AB, Canada.

CodeFirstAid is a brand of StrideVantage Consulting (www.stridevantage.ca)