Payment and Refund Policy
How prices, payments, cancellations and refunds are handled.
This policy describes how Riverbend Lens Collective handles payments, cancellations and refunds for the services it provides in and around Windsor. It applies to every order agreed with us by telephone, email or in person.
Quotations and confirmation of an order
An order starts with your inquiry by telephone or email. We confirm the service and its price in writing on the basis of the prices published on this website, and the agreement takes effect when you accept that confirmation. If the scope changes while the work is running, any change in price is agreed with you first.
Complaints about our work
Complaints about the quality of a service should reach us at [email protected] within 14 days of the work being completed, and can also be raised beforehand by telephone at (519) 815-9941. We respond within a few working days and agree with you how the matter is to be put right, by reworking the service or by refunding part of the fee.
Cancellation on our side
Should we be unable to keep an agreed date, we contact you without delay, explain the reason and propose another appointment at the earliest opportunity. If you prefer not to reschedule, we refund what you have paid for the part of the service that was not provided, in full and without any charge for the cancellation.
How a refund is made
A refund is issued using the payment method of the original transaction, normally within 14 days after we have agreed it with you. If that method is no longer available, we ask you for bank details at [email protected] and transfer the amount there, free of charge. Services already provided in full are not refundable; for partly completed work we settle the fee for the completed part and return the balance, allowing for material or third-party expenses agreed in advance.
Paying invoices
Unless agreed otherwise, payment is due 14 days after we send the invoice by email, using one of the methods named on it. Advance payments or installments, where agreed, are set out in the quotation with their amounts and dates. Open invoices are followed up with a written reminder, and interest may be charged where the law allows it.
Changes and cancellations by you
Booked appointments can be moved or cancelled without cost up to two working days in advance, by telephone on (519) 815-9941 or by email to [email protected]. Later cancellations, or a missed appointment, may be charged for the work already carried out and for expenses that cannot be recovered; a new date is always our first suggestion.
Cancelling a distance contract
Where provincial consumer protection legislation gives you a right to cancel a contract agreed by telephone, by email or online, that right applies in addition to this policy. Written notice to [email protected] within the statutory period is enough, and any work you expressly asked us to begin before withdrawing is then settled separately.