Sections marked as location-specific are showing the position in Alberta. Rules change — confirm current deadlines before relying on them.
What can I do about this?
When you pay for something and get nothing, the money is usually recoverable in principle — the hard part is which route gets it back fastest, and whether the other side can actually pay. Chargebacks, payment-provider protection and a written demand often move faster than a claim, and using them first does not stop you going further.
- How you paid often matters more than what the contract said.
- 'Non-refundable' is a label, not automatically the legal position.
- Check whether they can pay before spending money chasing them.
Deposit, down payment or non-refundable fee
The word used on the invoice is not decisive. What matters is what the payment was for and what happened afterwards.
| Payment type | What it usually is | If they never deliver |
|---|---|---|
| Deposit | Security that you will go ahead | Generally recoverable when they are the ones who failed |
| Part payment | Money towards the price | Generally recoverable if nothing is delivered |
| Booking or admin fee | Payment for work already done | May be retained if genuinely incurred |
| 'Non-refundable' deposit | A contractual term | May still be challengeable, especially in consumer contracts |
Recovery routes, ranked by speed and cost
- Chargeback or card protection — fastest, free, but time-limited.
- Platform or payment-provider protection, where you paid through one.
- A written demand with a clear deadline — often enough where the business still trades.
- A small claims or simplified court claim — slower, cheap to start, effective against a solvent defendant.
- Regulator or trade-body complaint — no money back directly, but useful pressure in licensed trades.
How you paid changes your options
| Payment method | Protection | Practical note |
|---|---|---|
| Credit card | Chargeback plus, in some jurisdictions, statutory co-liability | Usually the strongest position |
| Debit card | Chargeback schemes, narrower | Still worth raising with the bank |
| Bank transfer | Limited; reimbursement schemes in some cases | Hardest route — act quickly |
| Platform or marketplace | Platform protection policies | Deadlines are short and strictly applied |
| Cash | None | Rely on receipts, messages and witnesses |
Working out whether they can actually pay
- Check whether the business is still registered and trading.
- Check for insolvency, dissolution or strike-off records.
- Check whether the trading name is a company, a partnership or a sole trader.
- Look for other complaints suggesting a pattern rather than a one-off.
The written demand that tends to work
Short, factual and specific outperforms angry. State what was agreed, what you paid and when, what has not happened, what you want, and by when.
On [date] I paid [amount] for [what]. [What was promised] has not been provided. I am asking for a full refund of [amount] by [date]. If I do not receive it, I will start a claim and pursue my costs and interest.
Where a claim goes in AlbertaAlberta
Civil claims up to the Alberta Court of Justice monetary limit are filed there. The Consumer Protection Act may also apply, including to prepaid contracts and certain door-to-door sales.
DeadlinesAlberta
Two separate clocks apply: the scheme deadlines for chargebacks and platform protection, measured in weeks or months, and the legal limitation period for a claim, measured in years. The first is the one people miss.
Business gone, dissolved, or hiding behind a company
- Check who you actually contracted with — a person trading under a name is personally liable.
- Where a company has been dissolved, chargeback or card protection may be the only realistic route.
- If a licensed trade is involved, a compensation or bonding scheme may exist.
- Repeated deposits taken with no intention to perform may be a matter for consumer protection authorities or police.
Evidence: the ad, the quote, the messages, the transfer
- Screenshot the advert or listing before it disappears.
- Save the quote, order confirmation or invoice.
- Export the full message thread, including the dates of promised delivery.
- Keep the payment record showing amount, date and recipient.
Gather these
- The quote, invoice, order confirmation or contract
- Proof of payment showing date, amount and recipient
- The advert or listing as it appeared
- All messages about what was promised and when
- Any cancellation or refund policy you were shown
What tends to matter
- A clear record of what was promised and by when
- Evidence that nothing, or almost nothing, was delivered
- Your requests for delivery or refund, with dates
- The identity of the actual contracting party
- Any indication the business can or cannot pay
Want both lists in one printable page?
Common mistakes
- Missing the chargeback window while negotiating
- Accepting repeated promises instead of setting a written deadline
- Assuming 'non-refundable' ends the discussion
- Suing a trading name instead of the correct legal entity
- Paying more money to unlock what was already paid for
- Not screenshotting the advert or listing before it is taken down
Frequently asked
Is a deposit ever non-refundable?
Sometimes, particularly where the other side has already incurred real cost or where you are the one who cancelled. Where they failed to deliver at all, the label is much weaker than it sounds.
Can I get it back through my bank?
Often, if you paid by card and act within the scheme's window. Bank transfers are harder, though some reimbursement schemes exist for certain scam scenarios.
What if I paid cash?
The claim is the same; the proof is harder. Receipts, messages arranging the payment, withdrawal records and witnesses all help build the picture.
How long do I have?
Chargeback and platform deadlines are short — often measured from the expected delivery date. Court limitation periods are much longer, but the fast routes usually close first.
Is it worth suing for a few hundred?
Small claims processes exist precisely for these amounts, and fees are usually recoverable. The real question is whether the other side has money to pay a judgment.
What if the business closed?
Check whether it was dissolved or simply stopped trading, and whether you contracted with an individual. Card protection often becomes the most realistic route.
Assess a deposit you can't get back
Answer a short set of questions about what was agreed, what you paid, and what you have in writing.
Assess my situationAssessment topics related to this guide
Topics in this guide
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Getting legal help
Worried about the cost of a lawyer?
Free and lower-cost help exists in most places — legal aid, community clinics, court self-help services and referral schemes. What is open to you depends on where you are and what kind of problem you have.
See where to get legal helpThis guide is general information, not legal advice, and Concaso is not a law firm. Reading it does not create a lawyer–client relationship. Deadlines and procedures differ by jurisdiction and change over time — confirm anything you intend to rely on.