What is CaRMS Refund policy? (Internal reference)
Overview
CaRMS will grant refunds to clients in “good-faith” circumstances, so long as that circumstance is communicated in a pre-defined timely manner, and primarily during the application period. Refunds will also be granted for items that fit the “hardship” description, including requests made into file review. These cases would typically include an extraordinary circumstance as to why the refund request should be considered, and will need to be reviewed and approved by the executive team.
There will be no admin fee charged for refunds. For CSR process: What do I do if an applicant requests a refund?
NOTE: If an applicant does not receive a reply within a reasonable amount of time (macro is currently set at 5 business days; acceptable threshold is 10 business days) a refund will be automatically granted.
This list is not finalized and will evolve as future requests come in that don’t fit the description below.
Approved list:
| Reason | Timing of request | Adjustments |
| Applicant paid for document return but had no documents | Anytime | None |
| Program withdrawn from match before opening of file review, applicant does not want to use credit | Before opening of file review | None |
| Applicant notifies us of “Accidental program selection(s)” | Within reason* i.e. within 3 business days during the application period* | None |
| Evidence of CaRMS mis-information that leads to refund request | Anytime, but requires CS audit | All client interactions are recorded, so evidence will exist. |
| System “glitch”; would need more details | Anytime | Would need IT to confirm via system audit. If IT audit is inconclusive, refund WILL be granted. |
| Applicant applied to wrong match | Anytime | None |
| Applicant pays verification twice (subsequent year) | Anytime | None |
| “Hardship” request | Anytime | Must be reviewed by executive |
| Applicant credits were not transferred to second iteration because they ''applied'' to program(s) but deleted some program applications before file review had begun, which counted as actual applications. | Anytime | None |
*This is may change based on volume of requests coming in after the three-day window.
Unapproved list:
| Reason | Timing of request | Note |
| Program withdraws from match | After opening of file review | Applicant needs to contact PGME office |
| Applicant requests withdrawal/refund | After opening of file review | Service has been provided |
| Translation | If the applicant requested the translation and immediately called to have it cancelled, then we will cancel it (no more than a day delay in reporting the error), If it was already sent to UBISQUS, no refunds. | Cannot interrupt process |
| Applicant registers for Match before MCC-eligibility exam completed; subsequently fails | Anytime | May want to review communication around this to ensure it is clear. |
As mentioned, this policy is new as of the 2019 Match cycle and the list of considerations will evolve as we move the new policy into practice. The process for refund request submission and consideration has been updated to reflect these changes.