Refund Policy

Effective Date: June 6, 2025

This Refund Policy outlines the Terms and Conditions under which Biobi Health Group Inc. provides refunds for its services and products. This legally binding document is designed to establish clear expectations regarding refunds, helping to ensure compliance with consumer protection laws in British Columbia, Canada, and avoid potential disputes.

1. General Refund Principles

We strive to ensure your satisfaction with our services and products. However, due to the nature of health-related services and products, specific conditions apply to refunds. All refund requests are subject to review and will be processed in accordance with the terms outlined below.

2. Refunds for Digital Educational Talks

No Refunds After Access: Generally, once access to an educational talk (including video content, downloadable materials, or course modules) has been granted and/or accessed by the user, no refunds will be provided. This is due to the immediate and intangible nature of digital content delivery.
Refunds for Unaccessed Content: If you have purchased an educational talk but have not yet accessed any portion of the content, you may request a full refund within 7 days of purchase.
Technical Issues: If a technical issue on our part prevents you from accessing a purchased educational talk, we will work diligently to resolve the issue. If the issue cannot be resolved, a full refund for the affected talk will be considered.

3. Refunds for Consultations

Cancellation by Client:
- More than 24 hours notice: If you cancel a scheduled consultation with more than 24 hours notice before the appointment time, you may receive a full refund for the consultation fee.
- Less than 24 hours notice: If you cancel with less than 24 hours notice, or if you do not attend a scheduled consultation ("no-show"), no refund will be provided for that consultation fee, as this slot was reserved for you.
Cancellation by Biobi Health Group Inc.: If Biobi Health Group Inc. or its practitioners cancel a consultation for any reason, you will be offered the option to reschedule.

4. Refunds for Physical Products (e.g., Continuous Glucose Monitors)

All physical products are final sale and are not subject to refunds.
Defective Products: If a physical product is found to be defective upon arrival, please contact us immediately at jeff@biobi.ca within 48 hours of receipt. We will arrange for a replacement or a full refund upon verification of the defect.
Shipping Costs: Original shipping costs are non-refundable. You are responsible for the cost of return shipping unless the product is defective.

5. Deductions from Refunds

When a refund is approved, the refund amount will be subject to deductions for any services or costs already incurred or allocated, including but not limited to:

Cost of services used: Pro-rated cost of any part of a service that has already been provided (e.g., if a multi-session package is cancelled after one session).
Private tests ordered (not completed): The full cost of any private laboratory tests or diagnostic services that have been ordered on your behalf, even if you have not yet completed the test. These costs are often non-recoverable from the lab once the order is placed.
Communications with staff or administrative time: A reasonable administrative fee or pro-rated cost for time spent by staff on your case, including but not limited to, email exchanges, phone calls, scheduling efforts, or file preparation, up to the point of cancellation/refund request. This deduction will be clearly communicated.

6. How to Request a Refund

To request a refund, please contact us by email at jeff@biobi.ca and provide:

Your full name
Order number or consultation date
A detailed reason for your refund request

We will review your request and respond within 7 business days.

7. Refund Processing

Approved refunds will be processed to the original method of payment within 7 business days after approval. Please note that it may take additional time for the refund to appear on your bank statement, depending on your financial institution.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the Website.