Refund Policy

Effective Date: June 9, 2026  |  Last Updated: June 9, 2026

1. Introduction

At Cambrian Credit Union, we are committed to delivering high-quality financial services and ensuring member satisfaction at every stage of our relationship. We understand that circumstances can change and that questions about fees, charges, or service payments may arise. This Refund Policy has been developed to provide transparent, fair, and consistent guidelines governing eligibility for refunds, the process for requesting them, applicable timelines, and the resolution of related disputes.

This policy applies to all members, customers, and users who access services through our organization or website. By engaging with our services, you agree to the terms set out in this Refund Policy.

Cambrian Credit Union operates in full compliance with applicable Canadian federal and provincial legislation, including but not limited to the Financial Consumer Agency of Canada Act, the Consumer Protection Act, applicable provincial credit union legislation, and guidelines issued by the Financial Consumer Agency of Canada (FCAC).

2. Contact Information for Refund Requests

All refund requests, inquiries, and related correspondence should be directed to our team using the contact details below:

Our team endeavors to respond to all refund-related inquiries within two (2) to five (5) business days of receipt. We recommend retaining all correspondence for your records.

3. Eligibility Conditions for Refunds

Refunds may be granted under the following conditions. All requests are assessed on a case-by-case basis and are subject to the terms outlined throughout this policy.

3.1 General Eligibility

• The request is submitted within the applicable timeframe specified in Section 4 of this policy.
• The fee, charge, or payment in question was applied in error or was not authorized by the member or account holder.
• A service for which a fee was collected was not delivered, was incomplete, or was materially different from what was described or agreed upon.
• A duplicate charge was applied to the same transaction or service.
• A technical error on our platform or payment processing system resulted in an incorrect charge.
• The member or customer cancelled an eligible service within the permitted cancellation window (see Section 9).

3.2 Member Account Fee Eligibility

Refunds of account maintenance fees, service fees, or administrative charges may be considered where:

• The fee was charged as a result of a system error or administrative mistake.
• The member was not given adequate prior notice of the fee in accordance with applicable regulatory requirements.
• The fee was charged for a service level the member did not request or was not enrolled in.

4. Timeframes for Refund Requests

Submitting your refund request within the applicable timeframe is essential to ensure proper processing. We strongly encourage members to review their statements regularly.

Requests submitted outside of the applicable window may not be eligible for a refund. We reserve the right to decline late submissions unless exceptional circumstances are demonstrated.

5. Non-Refundable Items and Services

Certain fees and charges are non-refundable except where required by applicable law or where an error has occurred on our part. Non-refundable items include, but are not limited to:

• Loan origination fees and processing charges once a loan application has been fully processed and the funds disbursed.
• Non-sufficient funds (NSF) fees that have been correctly applied due to insufficient account balances.
• Wire transfer and international remittance fees once the transfer has been initiated and confirmed.
• Late payment or overdue interest charges that have accrued on outstanding balances.
• Currency conversion charges that have been applied to completed transactions.
• Fees for certified cheques or bank drafts once the instrument has been issued.
• Digital services or downloads that have been accessed or utilized following purchase.
• Membership fees that have been applied in accordance with our membership agreement and applicable bylaws.
• Third-party fees charged by external service providers on our behalf, where those providers' own non-refund policies apply.

If you are uncertain whether a particular fee falls under this category, please contact us at [email protected] before proceeding.

6. How to Request a Refund — Step-by-Step Process

To ensure your refund request is processed efficiently and accurately, please follow the steps outlined below:

Step 1: Gather Supporting Documentation

Before submitting your request, collect all relevant documentation, including:

• Your account number or member identification
• Date of the charge or transaction in question
• Amount of the charge and description
• Any confirmation emails, receipts, or account statements referencing the charge
• A brief description of the reason for your refund request

Step 2: Submit Your Refund Request

Send your refund request to our team via email at [email protected]. Your message should include your full name, contact information, the details listed in Step 1, and a clear statement of the refund you are seeking.

Alternatively, you may submit your request directly through our website at cambrlan.com using our contact or support form, if available.

Step 3: Acknowledgment

Upon receipt of your request, we will send an acknowledgment confirming that your submission has been received and providing you with a reference number. This acknowledgment will typically be issued within two (2) business days.

Step 4: Review and Assessment

Our team will review your request, verify the relevant transaction records, and assess eligibility based on this policy. We may contact you for additional information or documentation during this process. The review period is typically five (5) to ten (10) business days from the date of acknowledgment.

Step 5: Decision Notification

You will be notified of the outcome of your refund request by email. If approved, the notification will include details of the refund amount and the expected processing timeline. If declined, we will provide a clear explanation of the reason.

Step 6: Refund Processing

Approved refunds will be processed according to the timelines set out in Section 7 of this policy.

7. Refund Processing Times by Payment Method

Once a refund has been approved, the time required to process and apply the refund will vary depending on the original payment method used:

Please note that processing times are estimates and may be subject to delays beyond our control, including those caused by financial institutions, payment networks, or postal services. We will make every reasonable effort to process approved refunds promptly.

8. Partial Refunds

In certain circumstances, only a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Partial service delivery: Where a service has been partially rendered or partially consumed prior to cancellation, only the unused or undelivered portion may be refunded.
• Promotional or discounted services: Where a discounted rate was applied, the refund may reflect the proportional value of the unused portion at the applicable rate.
• Administrative processing fees: A reasonable administrative fee may be deducted from the refund amount to cover costs already incurred in initiating the service.
• Tiered subscription or service plans: If a member downgrades or cancels mid-cycle, a prorated credit or partial refund may be issued for the remaining unused period.

The amount of any partial refund will be clearly communicated to the member in the decision notification referenced in Section 6, Step 5.

9. Cancellation Policy

Members wishing to cancel a service, subscription, or registration should be aware of the following terms:

9.1 General Cancellation Terms

Cancellation requests must be submitted in writing via email to [email protected] or through the designated cancellation process on our website at cambrlan.com. Verbal cancellation requests will not be accepted as binding.

9.2 Subscription or Ongoing Services

Members cancelling ongoing or recurring services should provide at least five (5) business days' notice prior to the next scheduled billing date to avoid being charged for the following period. Charges already processed at the time of cancellation may not be eligible for refund unless an error occurred.

9.3 Event and Workshop Registrations

Cancellation of event, seminar, or workshop registrations must be made at least five (5) business days prior to the event date to qualify for a full refund. Cancellations made within the five (5) business day window prior to the event may receive only a partial refund or no refund, depending on costs already committed. In cases where Cambrian Credit Union cancels an event, a full refund will be issued to all registered participants.

9.4 Loan and Financial Product Cancellation

Cancellation of loan applications or financial product agreements is governed by the specific terms of the applicable agreement and by Canadian federal and provincial regulations, including applicable cooling-off period rights. Members should refer to their individual product agreements or contact us for guidance.

10. Exchange Policy

In the context of the services offered by Cambrian Credit Union, a traditional product exchange is not always applicable. However, where a service tier, plan, or package can be substituted or exchanged for an equivalent or comparable offering, the following terms apply:

• Requests for service exchanges should be submitted within the same timeframes applicable to refunds (see Section 4).
• Exchanges will only be considered where the alternative service is of equivalent or greater value. Where the exchange involves a service of lesser value, the difference may be credited to the member's account or, where eligible, refunded.
• Exchanges are subject to availability and eligibility and are not guaranteed.
• Once an exchange has been processed and the new service has been activated or accessed, further refund requests for the original service will not generally be entertained.

11. Dispute Resolution Process

If you are unsatisfied with the outcome of a refund request or believe that a decision was made in error, you have the right to initiate a formal dispute. Cambrian Credit Union is committed to resolving disputes fairly, promptly, and transparently.

11.1 Internal Dispute Resolution

In the first instance, disputes should be escalated internally by contacting us at [email protected] and clearly marking your communication as a formal dispute. Please include your original request reference number, the outcome you received, and the grounds for your dispute. Our team will review the matter at a senior level and respond within ten (10) business days.

11.2 External Escalation

If the dispute remains unresolved following our internal review, you may escalate the matter to the applicable external bodies:

• Financial Consumer Agency of Canada (FCAC): The FCAC supervises federally regulated financial entities and ensures compliance with consumer protection legislation. More information is available at www.canada.ca/en/financial-consumer-agency.html.
• ADR Chambers Banking Ombuds Office (ADRBO) or the Ombudsman for Banking Services and Investments (OBSI): These independent bodies offer free dispute resolution services for consumers of financial institutions in Canada.
• Provincial Consumer Protection Authority: Depending on the province in which you reside, provincial consumer protection legislation and agencies may also offer recourse mechanisms.

11.3 Governing Law

This Refund Policy and any disputes arising hereunder shall be governed by and construed in accordance with the laws of Canada and the applicable provincial laws of the province in which services are provided. Any unresolved legal matters shall be subject to the jurisdiction of the appropriate Canadian courts.

12. Amendments to This Policy

Cambrian Credit Union reserves the right to amend, update, or modify this Refund Policy at any time. Any changes will be effective upon posting to our website at cambrlan.com with a revised effective date. We encourage members to review this policy periodically. Continued use of our services following any amendment constitutes acceptance of the updated policy.

13. Accessibility and Language

Cambrian Credit Union is committed to ensuring this policy and our services are accessible to all members. If you require this policy in an alternate format or need assistance understanding its contents, please contact us at [email protected] and we will be pleased to assist you.

This Refund Policy was last reviewed and updated on June 9, 2026. Cambrian Credit Union is committed to upholding the rights of our members and to operating in full compliance with applicable Canadian consumer protection and financial services legislation.