Help Centre
Answers to the questions we hear most. Can't find what you need? Email hello@gradeguide.ca and a person will get back to you.
Cancellations and refunds
How to get a refund
Email billing@gradeguide.ca from the address on your account within 1 day of your purchase, and include:
- The email address on your GradeGuide account.
- The date you were charged (you'll find it on the receipt we emailed you).
- The reason you'd like a refund. A sentence is plenty, but we do need one to process it, so we can keep improving GradeGuide.
Once you've told us the reason, we reply within 2 business days to confirm, and the refund is issued to your original payment method. Your bank typically takes a further 5 to 10 business days to show it.
After the 1 day window
You can still cancel at any time, you simply keep access until the end of the period you've already paid for, and you won't be charged again. To cancel, email billing@gradeguide.ca.
What cancelling does and doesn't do
- Your account stays open. Cancelling only ends the paid plan, you keep your free GradeGuide account, your grades, plans, and saved schools.
- Your data is untouched. If you also want your account and data deleted, see how to delete your account in our Privacy Policy.
Billing
- How will I be charged? When paid plans launch, you'll see the exact price and billing period before you confirm. Nothing is charged without you approving it.
- Do you store my card? No. Payments will be handled by a dedicated payment processor, and card numbers never reach our servers.
- Is there a free option? Yes, every account starts with AI Advisor credits and includes every other feature. Browsing careers, schools, and marks is always free, and you never have to pay to use GradeGuide.
Your account
- I forgot my password. Use the “Forgot password?” link on the sign-in page. We'll email you a reset link.
- I didn't get the reset email. Check your spam folder. If it's still missing after a few minutes, email hello@gradeguide.ca.
- Can I change my school or grade? Yes, from your profile once you're signed in.
- How do I delete my account? Email privacy@gradeguide.ca from your account address. We erase your data within 30 days, as set out in the Privacy Policy.
The AI Advisor
- How does it know about me? It uses the information in your account, your grades, interests, and goals, to give advice specific to you. What it sees, and how that information is handled, is explained in our Privacy Policy.
- Can it be wrong? Yes. Like any AI, it can state something incorrect with confidence. Treat it as a starting point and confirm anything important with your guidance counsellor or the school directly. See our Terms of Use.
- Is it a counselling service? No. For anything involving your wellbeing or safety, please talk to a guidance counsellor or a trusted adult. In Canada you can reach the 9-8-8 Suicide Crisis Helpline by call or text, any time.
Privacy and accessibility
- What do you do with my data? The full details are in our Privacy Policy, including the one place your information leaves our systems (the AI Advisor).
- I use a screen reader / keyboard only. GradeGuide targets WCAG 2.2 AA. If any part is hard to use, our Accessibility statement explains what we support and how to tell us about a problem.
Still need help?
Email hello@gradeguide.ca for anything at all, accounts, billing, a bug, or feedback. We read every message and aim to reply within 2 business days.