Complaints
Policy

Most problems are faster to fix than to formalise. Call or email and say what has gone wrong. A small business has no complaints department to hide behind, which cuts both ways: you get the owner, and the owner has to deal with it.

If you would rather put it in writing, email us with the subject line "Complaint", or write to us at 4905 49 Ave, Sylvan Lake, AB T4S 1M6. Include:

We acknowledge every written complaint within two business days so you know it has landed and is not sitting unread.

We aim to give you a substantive response within ten business days. If the matter needs longer than that — because it involves a third-party platform, for instance — we will tell you why and give you a revised date rather than going quiet.

The response will set out what we found, what we accept, what we do not, and what we propose to do about it.

Tell us, and we will look at it again. If we still cannot agree, you are free to pursue the matter through the Better Business Bureau, Alberta's consumer protection services, or any other avenue available to you. Nothing in this policy limits your legal rights.

If your complaint is about how we handled your personal information, see our privacy policy — it explains your rights and your route of escalation to the Office of the Privacy Commissioner of Canada.