Refund Policy

Last Updated: December 19, 2016

Refunds for Meeting Registrations

Everyone attending PSSDC/PSCIOC Council meetings must register for the meetings. This includes both Council members and guest observers. While observers may attend as a guest of a Council member, all observers are required to pay the full registration fee.

Cancellations must be received in writing four weeks prior to the meeting to qualify for a refund. All approved refunds are subject to an administration fee of $50.00 to offset financial charges. This fee is based on the per person registration fee for the meeting.  Fees cannot be refunded for registrations cancelled if the Secretariat is advised less than four weeks prior to the meeting. 


Registrants who cannot attend an event are encouraged to exercise the option of providing a substitute participant to attend in his/her place. A written notification of a substitution must be sent to the Manager, National Councils ( in advance of the meetings.

If you do not cancel and do not attend, you will be charged the full registration fee.  Travel and accommodation expenses are the responsibility of the meeting participant.   

Refunds less than four weeks prior to the meetings are not allowed. Registrants must take into consideration that costs related to venue, food and beverage, transportation, evening events, etc. may have been finalized so therefore considerable non-refundable costs would have been incurred.

Refunds for Course Registrations

If you are withdrawing from a Certified Service Professional Certification, you will need to contact the Program Manager, Certification and Learning ( to advise of your intent to cancel.  A full refund of registration will be provided if the participant has advised the Program Manager, Certification and Learning of their intent to cancel 30 business days from the date of registration.  Should the registrant not advise the Program Manager, Certification and Learning of their intent to cancel prior to 30 business days, the registration payment will not be refunded.  ICCS cannot accept responsibility for changes to work commitments or personal circumstances which may interfere with participation in the program.

Webinar Registrations

Registrants who wish to cancel their webinar registration must advise the ICCS in writing of their intent to cancel five business days in advance of the webinar.  Requests for refunds for webinars offered by the ICCS can be sent to

General Terms

If the Institute for Citizen-Centred Service (ICCS) cancels an event, all registrants will receive a full refund of fees paid (no administration charge) following the scheduled date of the event.  All refunds will only be made using the original form of payment. 

Refunds for Publications

Given the nature of our digital content, a refund on a purchase of our publication is generally not granted.  

If you would like to request a refund, you may submit a request to us at  The Institute will assess refund requests on an individual basis.  There is generally no obligation to provide a refund or credit in situations like the following:

  1. you have changed your mind about an item;
  2. you bought an item by mistake;
  3. you do not have sufficient expertise to use the item;
  4. you ask for goodwill; or
  5. you can no longer access the item because it has been removed (we advise you to download items as soon as you buy them to avoid this situation).

If the Institute decides to issue a refund, this will generally be done using the same manner used to make the purchase. 

If, as a buyer, you disagree with the decision of the Institute, this issue can be raised with the Institute.  We will try our best to see if we can help resolve any concerns. 

If you are not entirely satisfied with your purchase, we're here to help.

Questions - Contact Us

If you have any questions on how to return your publication to us, please contact us.

Institute for Citizen-Centred Service
99 Wellesley Street West
Room 3310
Toronto, Ontario
M7A 1W4