1. Terminology
This Refund Policy applies to Services provided through this website by one of the following legal entities:
Wolf Group, for Services provided in Ontario and Quebec;
Wolf Group Alberta Investigator Inc., for Services provided in Alberta; or
14230361 Canada Inc., for Services provided in British Columbia.
“Customer,” “You,” and “Your” refer to the person purchasing or using the Services. “Company,” “We,” “Our,” and “Us” refer solely to the specific legal entity identified as the service provider in the applicable Private Investigation Mandate, invoice, order confirmation, or other written service agreement. These terms do not refer collectively to all three legal entities.
“Service” or “Services” refers to any service or product offered or provided by the applicable Company. “Party” refers individually to either the Customer or the applicable Company, and “Parties” refers collectively to both the Customer and the applicable Company.
Each Service is contracted with and provided by the applicable Company. Any refund request or approved refund relating to that Service will be reviewed and handled by that Company.
By purchasing or using the Services, the Customer accepts this Refund Policy and agrees to be bound by its terms.
2. Investigative Results and Refund Eligibility
Private investigation and technical surveillance countermeasures (TSCM) are professional services that require professional effort and cannot guarantee any particular factual finding, evidence, detection, or outcome. Either service may be properly and substantially performed even if it does not confirm the Customer’s suspicions, identify the expected activity, detect any surveillance device or threat, or produce the result anticipated by the Customer.
An inconclusive, negative, unexpected, or undesired investigative result does not, by itself, mean that the Service was not performed and does not create an entitlement to a refund.
A partial refund may be considered where a material portion of the purchased Service could not be performed because of legal restrictions, safety concerns, technical limitations, a critical lack of actionable information, or other circumstances outside the reasonable control of the Company, and the unused portion could not reasonably be allocated to other work within the agreed mandate.
3. Refund Request and Review Procedure
To request a refund, the Customer must contact the Company in writing within thirty (30) days from the date the Company sends the final report, final written update, or written notice that the Service has concluded or been terminated.
The request must include the Customer’s name, case or invoice number, payment date, the amount in question, and a clear explanation of the reason for the request.
The Company will acknowledge the request within two (2) business days and will normally provide a written decision within seven (7) business days after receiving all information reasonably required to review the request.
In reviewing the request, the Company may consider the signed mandate, agreed scope of work, communications with the Customer, investigative activity, professional time allocated to the case, reports or updates provided, third-party expenses, legal or safety limitations, and any other relevant circumstances.
Any approved refund will be based on the material portion of the Service that was not performed. No refund will be calculated solely by reference to unused maximum package hours, as package hours represent a maximum allocation and not a guaranteed minimum entitlement.
Approved refunds will be issued to the original payment method whenever reasonably possible.
4. Non-Refundable Services and Amounts
Except where otherwise required by applicable law, fees attributable to work already performed or resources already committed to the case are non-refundable.
Non-refundable work and expenses may include surveillance, transportation, case assessment, operational planning, research, inquiries, interviews, undercover activity, customer communications, internal briefings, technical surveillance countermeasures (TSCM), technical analysis, equipment preparation, file administration, report preparation, and third-party expenses already incurred.
Fees are also non-refundable where the Customer cancels the Service, stops communicating, fails to provide information reasonably required to perform the Service, provides false or materially incomplete information, interferes with the investigation, or otherwise prevents the Company from performing the Service.
However, the Company may review whether a material and identifiable portion of the purchased Service remained unperformed at the time of termination.
5. Credit Card Refunds
Once a refund is initiated, the amount will typically be credited to the Customer’s card within seven (7) business days. However, the exact timing may vary depending on the Customer’s card issuer and the Company’s payment processing provider.
6. Customer Complaints and Payment Disputes
The Company encourages Customers to contact us directly regarding any billing concern, service complaint, refund request, or unrecognized charge so that the matter can be reviewed and, where appropriate, resolved without unnecessary delay.
Customers may submit a complaint by email and should provide their name, invoice or case number, payment date, disputed amount, and a description of the concern. The Company will review the complaint in good faith and provide a written response within a reasonable period.
The Company may offer clarification, supporting documentation, limited corrective work, a partial refund, or another appropriate resolution depending on the circumstances and the terms applicable to the Service.
A payment dispute or chargeback does not, by itself, establish that the Service was not provided or that the Customer is entitled to a refund. If a payment dispute is initiated, the Company may provide the payment processor, card network, or issuing bank with relevant documentation, including the signed mandate, proof of policy acceptance, communications, investigative updates, reports, invoices, records of work performed, and refund-related correspondence.
Customers should not seek recovery of the same amount through both a refund and a payment dispute. If a refund has already been issued or is being processed, the Customer should inform their financial institution accordingly.
Nothing in this section limits any rights available to the Customer under applicable law or applicable card-network rules.
7. Changes and Amendments
The Company may update this Refund Policy from time to time at its discretion. Any changes will take effect upon posting the revised Refund Policy on the Company’s website, unless otherwise stated. The version in effect when the Customer signs the Private Investigation Mandate will continue to apply to that Service.
8. Contact Information
If you have any questions about this Refund Policy, please contact us.
Last Updated: July 30, 2026