Refund & Billing Dispute Policy
OPG Care — Senior & Adult Care Services
Effective Date
January 1, 2026 | Red Deer, Alberta
1. General Refund Policy
OPG Care believes in fair billing. Our refund policy is designed to protect both clients and the company, ensuring timely reimbursement for services not rendered while fairly compensating staff for their time and availability.
2. Refund Eligibility
✅ Refundable Charges
- • Duplicate invoices (full refund)
- • Cancellations with 24+ hours' notice (full refund, no cancellation fee)
- • Services not rendered due to OPG cancellation or staff unavailability
- • Billing errors identified within 30 days
⚠️ Non-Refundable Charges
- • Services completed and rendered
- • Same-day cancellation fees (up to 50%)
- • No-show fees (100% of service cost)
- • Approved travel/admin costs
3. How to Request a Refund
Step 1: Submit Request
Contact OPG Care within 30 days of the invoice date with documentation (invoice number, reason for refund, supporting evidence).
Step 2: Review
OPG Care will review your refund request within 7 business days and notify you of approval or denial.
Step 3: Processing
Approved refunds are processed within 10 business days. You will receive confirmation via email.
Contact Information:
Email: billing@opgcare.ca
Phone: (587) 693-5353
4. Refund Timeline
| Step | Timeline |
|---|---|
| Request Submission Deadline | Within 30 days of invoice date |
| Review & Decision | Within 7 business days |
| Processing & Issuance | Within 10 business days (after approval) |
| Expected Arrival (to your account) | 3-5 business days after issuance |
5. Billing Disputes
If you believe you have been charged incorrectly or have a billing dispute, contact OPG Care immediately with:
- • Invoice number and amount in question
- • Date of service
- • Detailed explanation of the dispute
- • Any supporting documentation
OPG Care will investigate and respond within 7 business days with a resolution or explanation.
6. Special Circumstances
OPG Care recognizes that genuine hardship or exceptional circumstances may warrant refund consideration beyond standard policy:
- • Death of client or primary caregiver
- • Sudden hospitalization or emergency
- • Documented financial hardship
- • Service quality issues or complaints
Special refund requests are reviewed on a case-by-case basis. Contact billing@opgcare.ca with details.
7. Payment Methods & Refunds
Refunds are issued using the original payment method:
- • E-transfer: Refund transferred to your email within 3-5 business days
- • Cheque: Refund cheque mailed to your address
- • Cash: Refund provided in person or via secure method
8. Refund Request Limitation
Refund requests must be submitted within 30 days of the invoice date. Requests submitted after this period will not be eligible for refund except in extraordinary circumstances, which will be reviewed at OPG Care's discretion.
Contact OPG Care
For refund or billing inquiries:
OPG Care (a service brand of Oriental Pearl Group)
Email: billing@opgcare.ca
Phone: (587) 693-5353
Hours: Monday–Friday, during business hours
Last Updated: 2026-09-20
View Cancellation Policy