Customer Support

We want Sidewalk Promo to be simple, fair, and transparent. This page explains how support, refunds, and disputes work in plain language, aligned with common Stripe and Shopify standards.

How Support Works

Support hours
Monday–Friday, 9:00am–5:00pm (Toronto time)

Response time
We aim to respond within 4 business hours.

Support requests outside business hours are handled the next business day.

Refund Policy (Consumer-Friendly)

If your offer has NOT been redeemed

You may request a refund.

Refunds are typically approved if:

  • The offer has not been redeemed

  • The voucher code is unused

  • The request is made within a reasonable time after purchase

Once approved, refunds are issued back to the original payment method. Processing time depends on your bank or card provider.

If your offer HAS been redeemed

Redeemed offers are not automatically refundable.

However, we review these situations case by case, similar to Stripe and Shopify dispute handling. We may request:

  • Proof of redemption

  • Details of the issue experienced

  • Confirmation from the seller

If a resolution is appropriate, we may issue a partial or full refund at our discretion.

Chargebacks & Payment Disputes

If you file a chargeback through your bank or card issuer:

  • The transaction is automatically reviewed

  • Supporting evidence may be shared with the payment processor

  • The outcome is determined by the card network and issuing bank

We recommend contacting Sidewalk Promo support first — disputes are often resolved faster without a formal chargeback.

What Is Not Refundable

  • Offers that were successfully redeemed and delivered as described

  • Refund requests made after excessive delay

  • Situations involving misuse, fraud, or policy violations

How to Request Support or a Refund

Email: sidewalkpromoinc@gmail.com
Include:

  • Order number

  • Email used at purchase

  • Description of the issue

Consumer FAQ

Q: What is a Sidewalk Promo offer?
A paid digital offer or voucher that can be redeemed with a local business.

Q: When can I get a refund?
If the offer has not been redeemed. Redeemed offers are reviewed case by case.

Q: How long do refunds take?
Once approved, refunds typically appear within 5–10 business days depending on your bank.

Q: What if the business is closed or unavailable?
Contact support — we’ll review and help resolve the issue.

Q: Can I dispute a charge with my bank?
Yes, but we recommend contacting us first for faster resolution.

If you have questions, we’re here to help. Our goal is to keep Sidewalk Promo fair for consumers, sellers, and partners.