These Membership Terms and Conditions (the Membership Terms) govern the purchase and use of Investigator 911 membership plans (each, a Membership).
They supplement our Terms of Use, Privacy Policy, and any policies referenced at checkout. If there is a conflict, these Membership Terms apply to Memberships.
Trade name note: “Investigator 911” and the domain investigator911.ca are branding names used by Wolf Group for private investigation and related services.
1) DEFINITIONS
– Company, we, us, our: Wolf Group.
– Member, you, your: the person or business purchasing a Membership.
– Subscription: an ongoing subscription for an indefinite term that renews automatically once each year until cancelled.
– Membership Year (Benefit Year): the 12-month benefit period starting on the date your Subscription is first activated (usually the purchase date) and renewing annually while your Subscription remains active.
– Tier: Associate, Premium, or Elite.
– Background Check Credit: the included background check entitlement for your Tier during a Membership Year.
– Membership Card: an optional membership card (digital and/or plastic) issued for membership convenience and benefit administration.
– Charge Date: the date on which the annual renewal charge is scheduled to be processed.
2) WHAT A MEMBERSHIP IS (AND IS NOT)
2.1 A Membership provides access to Tier benefits such as discounts, priority support, and a limited number of Background Check Credits during a Membership Year.
2.2 A Membership is not a guarantee that we will accept every request. We may refuse, limit, or stop services if required by law, privacy obligations, safety, conflicts of interest, lack of lawful purpose, incomplete intake information, or other operational constraints.
2.3 A Membership does not include emergency services and is not a substitute for contacting police or emergency services.
3) ELIGIBILITY, ACCOUNT, AND IDENTITY
3.1 You must provide accurate contact, billing, and (if applicable) shipping information.
3.2 For Background Checks and certain requests, we may require identity verification, signed authorizations, and confirmation of lawful purpose. If you cannot provide required information, the benefit may be unavailable.
3.3 Membership benefits are for the Member only and are not transferable unless we explicitly agree in writing.
4) TIERS AND BENEFITS
4.1 Tier benefits are described on our Membership page and at checkout at the time of purchase. Benefits may include:
– discounts on eligible services,
– priority support,
– Background Check Credits (quantity depends on Tier),
– priority reporting (Elite, where applicable).
4.2 We may refine how benefits are delivered (for example, intake steps, report format, operational workflow) as long as the core benefit remains materially consistent.
5) BACKGROUND CHECK CREDITS (IMPORTANT RULES)
5.1 A Background Check typically includes lawful research and analysis using available sources and methods, with a written summary or report.
5.2 A Background Check Credit does not include services such as physical surveillance, undercover operations, interviews, court appearances, TSCM, device access, password recovery, illegal access to accounts, or access to restricted records without proper authorization.
5.3 Credits reset each Membership Year. Unused Credits expire at the end of the Membership Year and do not roll over.
5.4 One Credit applies to one subject (one individual or one entity) per request, unless we agree otherwise in writing.
5.5 Turnaround time depends on scope, data availability, legal constraints, and intake completeness. We do not guarantee timelines or outcomes.
6) DISCOUNTS AND EXCLUSIONS
6.1 Membership discounts apply only to eligible services purchased directly from us, as described at checkout, on our website, or in writing.
6.2 Discounts do not apply to third-party costs or pass-through expenses (for example, filing fees, travel, process servers, specialized external reports), unless explicitly stated.
6.3 Discounts cannot be combined with other promotions unless explicitly stated.
7) PRIORITY SUPPORT AND PRIORITY REPORTING
7.1 Priority support means your requests are prioritized in our queue during business hours. It is not a guarantee of immediate response.
7.2 Priority reporting (Elite) means expedited reporting when reporting is part of the purchased service and when operationally feasible.
8) MEMBERSHIP CARDS (DIGITAL AND PLASTIC)
8.1 Optional card. You may be offered a Membership Card (digital and/or plastic). A card is issued only for membership convenience and benefit administration.
8.2 Shipping a plastic card. If you choose to receive a plastic card, we will ask for your mailing address and ship the card to you. You are responsible for providing a complete and accurate address. We are not responsible for delivery issues caused by incorrect or incomplete address details.
8.3 Plastic card with photo. If you choose a plastic card with a photo, we will ask you to provide a photo. You grant us permission to print the photo on the card for this purpose. You confirm you have the rights to use the photo and that it does not infringe third-party rights. We may reject photos that are low quality, inappropriate, or inconsistent with our policies.
8.4 Not an identification document. Your Membership Card is NOT a government ID, employee ID, investigator license, badge, or authority credential. It does not confer any powers, legal privileges, or status.
8.5 No representation or misleading conduct. By possessing a Membership Card, you do not represent Wolf Group or Investigator 911 in any capacity. You must not mislead any person or create the impression that you are:
– an employee, agent, representative, contractor, or spokesperson of Wolf Group or Investigator 911, or
– a licensed private investigator, or
– authorized to act on behalf of Wolf Group or Investigator 911.
Any such conduct is a material breach and may result in immediate termination of your Membership without refund, and may lead to legal action if warranted.
8.6 Cancellation, termination, or expiry, destroy the plastic card. If your Membership is cancelled, terminated, or expires, you must immediately stop using the Membership Card and destroy any plastic card (for example, cut it into pieces) to prevent further use. If we request confirmation, you must provide reasonable confirmation of destruction.
8.7 Replacement. Replacement cards may be issued at our discretion and may require verification and an administrative and shipping fee.
9) TERM, BILLING, AND RENEWAL
9.1 Indefinite term, annual automatic renewal. Your Subscription is for an indefinite term and automatically renews once each year for a new 12-month Membership Year unless you cancel in accordance with Section 10 (Cancellation).
9.2 Pricing and taxes. Prices are shown at checkout. Applicable taxes may apply depending on your location.
9.3 Payment processing. Payments are processed via our payment processor. You authorize us (and our payment processor) to charge your selected payment method for the initial annual charge and each annual renewal charge until you cancel.
9.4 Renewal rules and mandatory consumer protections. Renewal and cancellation rights may differ depending on your province and whether you are a consumer or business customer. Where any mandatory consumer protection rules apply (including in Quebec for consumers), they prevail over these Terms, and renewal will be handled in compliance with those rules, including any required notices and/or express acceptance.
10) CANCELLATION (HOW TO CANCEL) AND TERMINATION
Important: Cancellation stops future renewals. It does not retroactively cancel the current paid Membership Year unless required by law or explicitly agreed by us in writing.
10.1 How to cancel
You can cancel at any time using one of these methods:
– Contact us via our Contact Us page and clearly state: “Cancel membership renewal”, include your full name, the email or phone used at purchase, and your Tier.
– Call our toll-free number (800) 590-8654 and request cancellation of renewal.
– If you received a billing portal link in your receipt or invoice email, you may be able to cancel through that portal.
We may ask for verification to protect your account. If you contact us, cancellation is effective when we confirm it in writing.
10.2 Timing
To avoid being charged for the next annual billing cycle, cancel at least 3 business days before your next scheduled Charge Date. If you cancel closer than that, the next charge might still process.
10.3 Effect of cancellation
Unless required by law, cancellation takes effect at the end of your current paid Membership Year. You will continue to have access to Membership benefits until the end of the current paid period, unless terminated for cause under Section 10.4.
10.4 Termination for cause
We may suspend or terminate a Membership (with or without notice) if:
– you misuse services or request unlawful activities,
– you harass, threaten, or abuse staff,
– you attempt fraud, chargeback abuse, or provide false information,
– you violate Section 8 (Membership Cards), including any misleading representation,
– your continued access creates legal, safety, licensing, or privacy risks.
10.5 Company Non-Renewal and Program Discontinuation
We may decide not to renew any Membership or may discontinue the Membership program, in whole or in part, at any time. If we do so, we may disable automatic renewal and will not charge the Member for another Membership Year. Unless we terminate the Membership earlier for cause or applicable law requires otherwise, the Membership and its benefits will remain available until the end of the current paid Membership Year. No refund will be provided solely because automatic renewal has been disabled or the Membership will not be renewed.
11) REFUNDS AND NON-REFUNDABLE FEES
11.1 Membership fees are non-refundable once paid, including if you do not use all benefits, except where refunds are required by applicable law.
11.2 If we terminate your Membership for our convenience (not for cause) before the end of your current paid Membership Year, we may, at our discretion, provide a pro-rated refund for the unused portion, unless prohibited or limited by law or where benefits have already been delivered.
11.3 If a refund is approved, it is issued to the original payment method where possible.
12) UPGRADES AND DOWNGRADES
12.1 Upgrades
You may request an upgrade to a higher Tier during an active Membership Year by contacting us.
– Upgrade fee: we may charge the price difference on a pro-rated basis for the remaining time in your current Membership Year.
– Upgraded benefits become available after payment is confirmed.
– Previously used benefits remain used and do not reset.
12.2 Downgrades
Downgrades are not available during an active Membership Year. You may choose a lower Tier at the next renewal.
13) CHANGES TO MEMBERSHIP TERMS OR BENEFITS
13.1 We may update these Membership Terms from time to time by posting an updated version on our website.
13.2 Material changes that affect renewal or pricing will be communicated as required by applicable law.
14) PRIVACY AND CONFIDENTIALITY
We handle personal information in accordance with our Privacy Policy and applicable privacy laws. Investigation-related information is confidential and may be subject to legal and privacy constraints.
15) DISCLAIMERS AND LIMITATION OF LIABILITY
15.1 Investigations are inherently uncertain. We do not guarantee outcomes.
15.2 To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential, or punitive damages arising from your Membership or use of benefits.
16) GOVERNING LAW
These Membership Terms are governed by applicable Canadian federal and provincial laws. If you are a Quebec consumer, mandatory Quebec consumer protection rules apply and nothing in these Terms limits your statutory rights.
17) CONTACT
For Membership questions or cancellation requests:
– Contact Us page (website)
– Toll-free: (800) 590-8654
Last updated: July 30, 2026