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Cancellation & Refund Policy

Last updated: September 20, 2026

The full policy behind the refund and cancellation sections of our Terms of Use.

Scope

This page is the full version of the Cancellation and Refund sections anchored in our Terms of Use. It applies to payments made for the Spring Opening Visit, Seasonal Maintenance Plan and Winterization & Closing Premium Package.

Company details

Cancelling a visit

Cancellations made at least 48 hours before the scheduled visit are not charged and any deposit paid is refunded in full. Cancellations made with less than 48 hours' notice may be charged in part, reflecting the scheduling and route commitments already made for that date.

Rescheduling instead of cancelling

If your plans change, ask about moving your visit to a new date before cancelling outright. Rescheduling within the same season is usually possible at no extra charge, subject to availability.

Refund eligibility

A visit that has not yet taken place is eligible for a refund when cancelled within the window above. A visit that has already been carried out is considered delivered and is not eligible for a full refund, though we will address any part of the agreed work that was not completed.

How to request a refund or cancellation

Email [email protected] or call +1 403-298-6174 during our working hours, Monday – Friday, 08:30–17:30, with your name, the booked service and the visit date.

Processing times

Approved refunds are returned to the original payment method, typically within 5–10 business days of approval.

Cancellations by Northshore Basin

If weather, equipment failure or scheduling capacity forces us to cancel a confirmed visit, we will offer you a full refund or a rebooked date at no additional charge.

Non-refundable situations

Completed visits, and cancellations made with less than 48 hours' notice, are not eligible for a refund under this policy, though rescheduling remains available in most cases.

Changes to this policy

We may update this policy from time to time; the date at the top of this page shows the latest revision.

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