Policies

These three policies together form your agreement with Bridge Business Support. They apply to every service we sell.

Last updated: August 31, 2026

Part A—Terms that apply to everything

1. About these terms

These terms apply to every service purchased from Bridge Business Support ("we," "us"), a sole proprietorship operating in Alberta, Canada. "You" means the individual or business named on the order. Placing an order, paying an invoice, or signing a service agreement means you accept them.

Part A applies to everything. Parts B, C and D add terms specific to each kind of service. Where they differ, the specific part governs.

Two separate documents sit alongside these terms and form part of your agreement with us: our Refund and Cancellation Policy, and our Privacy Policy.

2. How ordering works

Most services begin with a request form. We review what you send and reply with a quote, normally within one business day.
Quotes are based on what you submitted, are valid for 7 days, and are re-quoted if what you send changes materially.
Work begins when the invoice is paid, or on the start date in your service agreement. Minimum order $25.
Some services are bought directly through our shop at a fixed price. Those begin when your intake form arrives.
Prices are in Canadian dollars. Applicable taxes are added.
Payments are processed by Squarespace Payments. We do not store your payment details.
Where a payment plan is offered, the schedule is stated on the invoice. Work pauses on missed installments.

3. Your responsibilities

You are responsible for the accuracy, completeness, legality and appropriateness of everything you supply—text, images, logos, claims, prices, credentials and account access.
You confirm you own or have permission to use everything you send us.
Missing or incomplete information pauses the work. We will tell you what is missing.

4. Revisions

Where a service includes revisions, it includes one consolidated round, requested within 7 days of delivery.
A revision means adjusting what was delivered against what you originally asked for. A change of direction, new content or added scope is a new order.
After 7 days, or once the revision round is used, the order is closed.

5. Stalled and abandoned orders

If we have not received what we need within 30 days, the order is archived and we will tell you.
Archived orders can be restarted within 12 months at current prices. Restarting carries a fee of 25% of the original order, to a maximum of $150.
Orders archived longer than 12 months are closed with no refund.

6. Cancellations and refunds

Set out in full in our Refund and Cancellation Policy. In summary:

You may cancel for a full refund any time before work begins.
Once work has begun, orders are non-refundable, as these are custom services produced for you specifically.
Where a deposit applies, it is non-refundable once work begins.
If we cannot complete an order for a reason on our side, you are refunded for the unperformed portion.
Where a purchase falls outside our stated scope, we cancel and refund in full.
Dissatisfaction with subjective creative choices is handled through the revision round, not by refund.

7. Access to your accounts

Access is by contributor or collaborator invitation to your own accounts, at the lowest permission level that does the job. We do not accept shared passwords.
Our access is removed within 7 days of delivery or of the arrangement ending, or sooner on request.
You remain the owner of your accounts, subscriptions and data. Platform and subscription costs are yours.

8. Ownership

You keep ownership of everything you supply.
On full payment, you own the work produced for you.
We keep ownership of our own templates, house styles, processes and reusable components, and license them to you as part of your deliverable.
Deliverables remain ours until payment is received in full.

9. Confidentiality and portfolio

We treat non-public information you share as confidential and use it only to carry out the work.
We may reference completed work in our portfolio and marketing, including your business name, unless you tell us you would rather we did not. Just ask—we will not make it awkward.
Confidentiality continues after the work ends.

10. What we do not do

These exclusions apply to every service:

Legal, accounting, tax, insurance, HR, employment, health and safety, or regulatory advice.
Compliance review, privacy or consent wording, or advice on what your business is required or permitted to collect, claim or state. We can produce a policy or procedure document from information you supply; we do not advise on whether it meets any legal requirement.
Regulated claims—medical, health, financial, legal—or any guarantee or warranty made on your behalf.
Chasing payment. We can prepare and send invoices; we do not follow up unpaid accounts or carry out collections of any kind.
Handling health information, financial account details or government identification numbers.
Any guarantee of rankings, traffic, sales, leads, reviews, ratings or business results.
In-person attendance or work at your premises.

11. Communication

Written communication is the default, by email to office@bridgebusinesssupport.ca. For ongoing arrangements we can also work by text or voice note where that suits you better—we agree which at the start.
Whatever the channel, anything that changes scope, price or a deadline is confirmed in writing.
We reply on business days, generally within one business day.
These services are designed to run without meetings. Scheduled calls and video consultations are not included unless your quote says otherwise.

12. Data retention

How we handle your information generally is set out in our Privacy Policy. On retention specifically:

Files you submit and files we deliver are kept for 30 days after delivery, then deleted. Please download and back up your deliverables.
Correspondence and order records are kept for one year.
Retrieving a deliverable after 30 days is not guaranteed and may require a new order.

13. Your warranties and indemnity

You confirm that what you provide is accurate, lawful, and does not infringe anyone's rights. You agree to indemnify us against claims, losses and costs arising from material you supplied or approved, or from use of a deliverable in a way these terms did not contemplate.

14. Limitation of liability

To the fullest extent permitted by law, our total liability for any claim connected to an order is limited to the amount you paid for that order, or for ongoing support, the fees paid in the three months before the claim arose. We are not liable for indirect or consequential losses, including lost profit, lost business, lost data or loss of reputation. Nothing here limits liability that cannot be limited by law.

15. Third-party platforms

Squarespace, Canva, Jotform, Fillout, domain registrars, AI tools and any other platform used remain third-party services governed by their own terms. We are not responsible for outages, feature changes, pricing changes, or the limits of your plan.

16. Conduct

We may decline or cancel an order, refunding the unperformed portion, where the work falls outside our scope, where the content is unlawful, discriminatory or abusive, or where communication becomes abusive.

17. Changes to these terms

We may update these terms. The version in effect on the date of your order governs that order. For ongoing support on a fixed term, the version in effect when you signed governs the term. The current version is posted at bridgebusinesssupport.ca.

18. Governing law

These terms are governed by the laws of the Province of Alberta and the federal laws of Canada applicable there, subject to any consumer protection rights available to you in your own province.

Part B—Document, design and web services

Covers document creation, formatting, branding and editing, visual and interactive design, digital forms, website setup and edits, Google Business page setup and review responses, software research, and AI integration and automation.

19. How pages are counted

A page means one page of the finished document set in 12 pt type, single spaced, with standard one-inch margins.
If your file uses smaller type or tighter spacing, the page count on your quote may be higher than the page count you see.
Submitting several documents together counts the pages as one job, which usually costs less than sending them separately.

20. Formatting, branding and editing

Formatting covers structure and presentation—fonts, spacing, headings, tables, page layout, headers and footers.
Branding applies your logo, colours and fonts to a document. Where a document was not formatted by us, branding is priced separately because styles must be applied by hand.
Editing does not include rewriting. Substantial rewriting is quoted separately.
Where you have no branding, we use a clean house style. Creating a brand identity is not included.
We use your own fonts where you provide them. Otherwise house fonts are used.
We do not fact-check. You remain responsible for what your document says.

21. Visual, interactive and animated design

Designed pieces are produced in Canva and delivered as PDF or the appropriate export format. They are not editable in Word.
Where you take a PDF-only option, we keep the master file and future changes come through us. Where a handover option is purchased, you receive the editable file.
One design direction is produced, not several options to choose between.
Copy is supplied by you. Design services do not include writing.

22. Digital forms

We build the form from the questions you supply, in your wording and order.
We do not advise on what your business should ask, or whether it may ask it, and we do not write consent or privacy wording.
Forms are built inside your own account. Any subscription is yours.
We do not build forms collecting health information, financial account details or government identification numbers.

23. Website work

Sites are built on builder-block platforms so you can make minor edits yourself afterward.
You own the platform account and the domain, and invite us as a contributor.
Website builds are 50% at order and 50% before the site is published. The deposit is non-refundable once work begins.
Materials are due within 14 days of order. At 30 days with nothing received, section 5 applies.
There is no staging on most builder platforms—edits to a live site publish as they are made. We record what content said before we change it.
Not included: copywriting, photography, logo design, ecommerce, memberships, booking systems, custom code, migrations, SEO or ranking work.

24. Research and automation work

Software research produces a written recommendation based on the needs, constraints and budget you describe. The decision remains yours.
AI and automation work covers suggestions and, where purchased, implementation. We do not guarantee any particular time saving or result.
You are responsible for reviewing anything an automation produces before it is relied on.

25. Google Business and review responses

Review responses are written for you to post. We do not need access to your review platforms.
Responses cover reviews visible on the date of the order. Later reviews are a new order.
Reviews alleging injury, illness, discrimination, harassment or criminal conduct, or naming an individual, receive a short neutral acknowledgement only, with a note recommending you handle it directly.
Not included: removing, disputing or flagging reviews, soliciting reviews, or ongoing monitoring.

Part C—Author services

26. Scope and format

Manuscripts are submitted as .docx. Written feedback is delivered as PDF. Ebook interiors are delivered as EPUB.
Alpha reading and story outline reviews are reader-perspective feedback, not editing.
Developmental editing addresses structure and story. Grammar and line editing are not offered.
Express Support inquiries are answered in writing. Responses are capped at roughly 1,000 words, at our discretion.
Subscription inquiries do not carry over between months.

27. Ebook interior formatting

Covers interior body formatting only. Front and back matter, title page, copyright page, ISBN and scene breaks are outside scope—your publishing platform handles those.
Paragraph indenting is included where needed.
Changes to the text after delivery require repurchasing the service. They are not billed hourly.

28. Length and overage

Developmental editing covers manuscripts up to 120,000 words. Words above that are charged at $0.01 per word.
Where a manuscript arrives materially longer than stated at order, we re-quote before starting.

29. Subscriptions

Express Support is billed monthly in advance and runs until you cancel.
Cancel any time before your next billing date. Cancelling stops the next payment; it does not refund the month in progress.
Inquiries do not carry over between months.

30. Feedback is opinion

Alpha reading, outline reviews and developmental editing are our professional reading of your work. They are not a guarantee of publication, sales, reviews or reception.
You are free to take or leave any of it. The manuscript remains yours.

31. Retention

Manuscripts and formatting files are kept for 30 days after delivery, then deleted.
Correspondence is kept for one year.

Part D—Admin support

Covers weekly support and Flex Time. Your individual quote records the specifics; these terms govern the arrangement.

32. How it is sold

Weekly support is a set amount of time each week, billed monthly. Hours are worked across the week at our discretion rather than at fixed times, to the turnarounds agreed in your quote.
Flex Time is a maximum number of hours each month, drawn on as work arises, within an agreed coverage window.
Both are quoted individually. The quote records hours, rate, turnaround or coverage window, term and monthly figure.

33. Rates and what sets them

Rates depend on the kind of work involved. Routine work such as data entry, filing and organizing is charged at our lowest rate; everyday business admin at our middle rate; specialist work such as form building, automation, website work and process design at our highest rate.
Where an arrangement mixes several kinds of work, the quote sets a single blended rate for the whole arrangement.
Flex Time rates depend on how wide the coverage window is. Weekday business hours are charged at the lowest rate; extended weekday hours higher; seven-day extended coverage highest.
Rates are held for the length of a fixed term. On a month-to-month arrangement we may change rates with 60 days' written notice.

34. Term

Support may be taken month to month, or on a six month agreement at 5% below list, or a twelve month agreement at 10% below list.
Every arrangement begins month to month. Signing a term within the first 30 days credits the difference against your next invoice, for the first month only.
Either of us may end the arrangement at the end of the first month.
A fixed term runs to its end and is not cancellable on notice. Early release is by mutual agreement only, and where agreed, the discount received becomes repayable.
We will talk about renewal before a term ends. If no new term is agreed, support carries on month to month unless you tell us you would rather it end on the end date.
Month-to-month arrangements end with 60 days' written notice either side.
Either party may still end the arrangement for cause under section 15.

35. Hours

Where an arrangement consistently uses less than the hours bought for three months running, we will say so, so you can adjust to a smaller arrangement if you want to.
Unused hours do not carry over.
We will tell you when you are near your monthly maximum, and will not exceed it without your agreement.
Where we are waiting on you, work pauses. Reserved time is not credited.
Where you need more than your agreed hours in a month, the additional time is charged at your agreed rate, or we discuss moving you to a larger arrangement.
We schedule our own working time. What is agreed is the amount of time and the turnaround, not the hours of day it is worked.

36. Coverage and time away

Flex Time work arriving outside the agreed window is picked up at the start of the next covered period.
Response times are a window, not an instant-response guarantee.
Coverage windows exclude Canadian statutory holidays unless your quote says otherwise.
We take planned time away with at least 14 days' notice, arranging cover of essential work or crediting the affected days.

37. Billing

Ongoing support is invoiced monthly in advance. Work begins when the first invoice is paid.
Work may pause on any account more than 14 days overdue. Paused time is not credited.
Support runs in writing—email, text or voice note, whichever we agree at the start. You provide a named person who can answer questions and make decisions.
Check-ins run at the frequency set in your quote. Anything urgent is raised as it comes up rather than held for a check-in.

Before this is published

Have an Alberta lawyer or paralegal read it. This now covers ongoing agreements, which carry more risk than one-off orders.
Confirm GST registration and how tax applies to recurring monthly invoices.
Confirm your liability insurance covers account access, ongoing work, and clients outside Alberta.
Set your Flex Time response window and put a number on it before quoting anyone.
Decide your vacation policy before the first ongoing client signs.
Turn on the checkout setting requiring agreement to these terms, and reference them by name on every invoice and service agreement.

Refund and Cancellation Policy

This policy forms part of our Terms of Service. It applies to everything we sell.

The short version

Cancel before work starts and you get everything back.
Once work has started, we are not able to refund it, because everything we make is custom to you.
If we cannot finish something, or we should not have sold it to you, you get your money back.

Before work begins

1. Cancelling

You may cancel any order for a full refund at any time before work begins.
Work begins when we start on your order after payment clears, or on the start date in your service agreement.
If you are not sure whether work has started, ask. We will tell you honestly.

2. Deposits

Where a deposit applies, such as website builds, it is refundable in full before work begins.
Once work has begun, the deposit is not refundable.

After work begins

3. Custom work is not refundable

Everything we produce is made for you specifically. Once work has begun on an order, it is not refundable. This is standard for custom professional services and it is why we quote carefully first.

4. What happens instead

If a deliverable does not match what you asked for, that is what the included revision round is for. Tell us within 7 days of delivery.
If we got something wrong, we fix it. That is not a revision and it does not use up your revision round.
Dissatisfaction with subjective creative choices, such as a design direction or an editorial opinion, is handled through the revision round rather than by refund.

5. If we cannot complete your order

If we cannot finish an order for a reason on our side, you are refunded for the part not performed.
If we realise after purchase that what you bought falls outside what we do, we cancel and refund in full, even if we have already started.
Where we end an arrangement for cause, you are refunded for any part paid for and not performed.

By service

6. Fixed-price orders bought through the shop

Refundable in full until work begins, which is when your intake form arrives and we start on it.
After that, section 3 applies.

7. Quoted projects

A quote costs nothing and commits you to nothing. It is valid for 7 days.
Refundable in full until work begins after payment.
Website builds: the deposit is non-refundable once work begins. The balance is due before publishing and covers work already done.

8. Author services

Refundable in full until we begin reading, editing or formatting.
Feedback services are our professional opinion. Disagreeing with the feedback is not grounds for a refund.
Express Support is a monthly subscription. Cancel any time before your next billing date. Cancelling stops the next payment; the month in progress is not refunded, and unused inquiries do not carry over.

9. Admin support

Billed monthly in advance. Refundable in full if you cancel before the month starts.
Once a month has begun, that month is not refunded. Hours already worked are not refundable in any case.
On a month-to-month arrangement, 60 days' notice applies either way. You are billed for the notice period and we work it.
A fixed term runs to its end date and is not cancellable on notice. Where we agree to release you early, the discount received to date becomes repayable on your final invoice.
Unused hours are not refunded and do not carry over.
Where an arrangement consistently uses less than the hours bought for three months running, we will tell you so you can move to a smaller arrangement. We do not refund the difference retroactively.

Practical points

10. How refunds are paid

Refunds go back to the original payment method, through Squarespace Payments.
We process approved refunds within 5 business days. How long it takes to appear depends on your bank or card issuer.
Refunds are made in Canadian dollars. We are not responsible for exchange rate movements or foreign transaction fees charged by your bank.

11. Chargebacks

If something has gone wrong, please email us before raising a chargeback. Most things are sorted quickly. A chargeback raised without contacting us first will be disputed with the evidence of what was delivered.

12. Asking for a refund

Email office@bridgebusinesssupport.ca with your order details and what has gone wrong.
We respond within one business day.
If we agree a refund is due, we will say so plainly and process it. If we do not, we will explain why and tell you what we can do instead.

13. Your statutory rights

Nothing in this policy limits rights you have under consumer protection law in your own province or country, where those rights cannot be contracted out of.

14. Changes

The version of this policy in effect on the date of your order governs that order. The current version is posted at bridgebusinesssupport.ca.

This policy explains what information we collect, why, and what we do with it. It forms part of our Terms of Service.

Bridge Business Support is a sole proprietorship operating in Alberta, Canada. We are the organisation responsible for the information described here.

Whose information this covers

People who contact us or request a quote.
Clients, and the people at a client business we deal with.
Visitors to our website. It also covers information about third parties that a client gives us in the course of the work, such as their own customers. Where that happens, the client remains responsible for that information and we handle it only to do the job.

What we collect

1. When you contact us or request a quote

Your name, business name and email address.
What you tell us about your business and the work you need.
Anything else you choose to put in the form.

2. When you become a client

Contact details, including a phone number where you have asked to work by text or voice note.
The files, documents, manuscripts and information you send us for the work.
Access to systems you invite us into, at the permission level you grant.
Records of the work and our correspondence about it.

3. When you buy something

Payments are processed by Squarespace Payments. We see your name, email, order details and the last four digits of your card. We do not see or store your full card number, and we have no access to your bank account.

4. When you visit our website

Our website runs on Squarespace, which collects standard analytics such as pages visited, approximate location, device and browser.
Cookies are used for site function and analytics. You can decline non-essential cookies through the banner or your browser settings.

What we do with it

Answer your enquiry and prepare a quote.
Carry out the work you have hired us for.
Send invoices and take payment.
Keep records we are required to keep, including for tax.
Improve our own services and website. We do not sell your information. We do not share it for anyone else's marketing. We do not send marketing email unless you have asked us to, and you can stop it at any time.

Who else touches your information

We use third-party services to run the business. Each of them handles some information in the course of doing its job, and each has its own privacy policy.

Squarespace, for our website, forms, invoicing and payment processing.
Our email and file storage provider, for correspondence and working files.
Design, form-building and automation tools where a project requires them, such as Canva, form platforms and scheduling tools.
Where AI or automation setup is the work you have hired us for, the platform you have chosen for it. Several of these store information outside Canada, including in the United States. Where information is held outside Canada it may be accessible to authorities there under their own laws. By using our services you consent to that transfer.

Beyond these, we disclose information only where the law requires it.

AI tools

We do not use AI tools to carry out your work or to process your information. Your files, documents, manuscripts and correspondence are not put into an AI tool.

The one exception is where AI or automation setup is the work you have hired us to do. In that case it is built inside your own accounts, what goes into it is agreed with you beforehand, and it runs under that provider's terms rather than ours.

How long we keep it

Files you send us and files we deliver: 30 days after delivery, then deleted. Please download and back up your deliverables.
Manuscripts and author formatting files: 30 days after delivery, then deleted.
Correspondence and order records: one year.
Invoices, payment records and anything else required for tax: as long as Canadian tax law requires, currently six years.
Access to your systems: removed within 7 days of the work ending, or sooner on request.

Keeping it secure

Accounts are protected with strong, unique passwords and two-factor authentication where it is available.
We access client systems by invitation at the lowest permission level that does the job. We do not accept shared passwords.
Devices used for work are password protected and encrypted.
Files are deleted on the schedule above rather than kept indefinitely. No system is perfectly secure. If information is lost or accessed without authorisation in a way that creates a real risk of significant harm, we will tell the people affected and report it as required under Alberta law.

Your rights

Under Alberta's Personal Information Protection Act, and federal privacy law where it applies, you can:

Ask what personal information we hold about you and get a copy.
Ask us to correct it if it is wrong.
Withdraw your consent to us using it, subject to legal requirements and to the fact that we may then be unable to continue the work.
Ask us to delete it, subject to records we are required to keep.
Complain to us, and to the Office of the Information and Privacy Commissioner of Alberta if you are not satisfied. Email office@bridgebusinesssupport.ca and we will respond within one business day, and complete requests within 30 days.

Children

Our services are for businesses. We do not knowingly collect information from anyone under 18.

Clients outside Canada

We work with clients elsewhere, including through our author services. Wherever you are, we handle your information under Canadian law as set out here. If your own country gives you rights beyond these, tell us and we will do our best to accommodate them.

Changes

We may update this policy. The current version is posted at bridgebusinesssupport.ca with the date it took effect. Material changes affecting existing clients will be notified by email.

Contact

Bridge Business Support

office@bridgebusinesssupport.ca

Lethbridge, Alberta, Canada