Payments and Refunds Policy

Purpose

This policy explains how clients pay NEO, and how refunds are handled.

Ways to pay

• By card online, through the client portal or our Pay page. Card payments are processed by a payment processor certified to the card industry's security standard, and NEO never sees or stores full card numbers.
• By Interac e-Transfer, using the details on the invoice.
• Other methods may be agreed in the retainer.

We follow the limits on accepting cash set by the Law Society's By-Law 9.

Money paid in advance

A retainer paid before the work is done is held in trust under our Trust Accounting and Client Money Policy, and is applied to an invoice only after the invoice has been sent to the client.

Payment plans

Where a payment plan is agreed, its amounts and dates are set out in writing in the retainer. If a payment is missed, we contact the client to agree a way forward before taking any other step.

Refunds

1. Unused money in trust is returned to the client promptly when the matter ends, or earlier if the retainer ends.
2. Fees for work not done: if a retainer ends before a fixed-fee service is complete, we account for the work done and refund the balance as the retainer sets out.
3. Disbursements paid to others, such as court filing fees, can usually only be refunded if the court or other recipient refunds them.
4. Refunds are made to the person who paid, by the same method where possible, unless agreed otherwise in writing.

Questions about a payment

Contact us, or see our Fees, Retainers and Billing Policy.

Review

This policy is reviewed at least once a year, and whenever the Law Society's By-Laws or rules change. The principal approves every change.

Questions

Email info@neolegalservices.com, call 647-200-3526 or toll-free 888-519-2435, or write to us at Unit 236, 1099 Kingston Road, Pickering, Ontario L1V 1B5.