Happy Nappy Diaper Service Inc.

(The consumer indicated he/she DID NOT accept the response from the business.)
Several statements from the company require a response from myself, the client
1) I used happy nappy for my first child for months, second child for Not one year of servicesThere was NEVER an Invoice received for service during my first service periodNor was I aware, or was it communicated, with my first child that this was a contracted serviceWe did not have need to cancel the first time around so this was not an issue
2) As originally stated, the only way I discovered this was a contracted service was by reading my first invoice which was received after my prepayment had been madeThe statement that all customers are told regarding the contract and are refused prepayment service unit after the first month of service is completely inaccurate - at least in my situationPerhaps that is done in the Edmonton office, but I was never told nor was prepayment refused until after one month service
3) providing the contact information is only as good as the businesses ability to respondIt took over a month to receive a responseIt has now been a month since partial refund was communicatedIt has still not been received!!
th policies are at the bottom of the page, aft several other points about not using creams etcI do not recall seeing this point on th website beforeI was certainly not informed when I provided my credit card information BEFORE any services were received

Thank you for your request to respond to this complaint.
The client indeed was with our service for 2 children totalling over a year worth of service..The policies are clearly posted on the web as well as every invoice that this customer received over the time with us. A total of 14 invoices. The...

customer also had prepaid for service previously so this time around was her second time.
We let all the customers know of the no refund for service policy and infact refuse to offer the 6 month prepay to anyone in the first month of service. We want to be sure as well allow parents to feel that they are committed to cloth and us so that we can commit to them as well.
We are a rental and laundry service. We wash dirty diapers and drop clean ones off at our clients house. The diapers can be looked at like a rental car. If they are in your house then there is a rental charge even if they are not being used. Same as a rental car that sits in your driveway. You are charged a daily rate. A client has the opportunity at least once a week to talk face to face with one of our staff. They can also reach us in the office via phone or email. We also offer a toll free service to contact us. we are open 5 days a week from 8:30 to 3 even on most holidays. If there are issues with the service or the products, we have owners and staff to answer questions as well as myself, R.N. to talk to and try to find solutions. Those solutions might not be to stay on the service and then on a case by case a refund might be issued. In this case, given the clients history and knowledge of the service and products a very fair offer was made and given.
We try to help as many people as we can and offer superior service and product that no other diaper service can match. It is my belief that the Calgary location Happy Nappy Diaper Service has done just that. Below is a copy of our police on refunds that this client received 14 times.
VACATION & CANCELLATION POLICY
Happy Nappy requires advance notice for vacation or service interruptions. Please contact your store location one (1) week prior to the invoice period you wish to stop service so that our billing department doesn't invoice you.
REFUND POLICY ON PREPAYMENTS & REGULAR SERVICE
Prepayment is a contract and commitment to receive services for a period of time. Once you are certain you would like to continue with our service, prepayment allows for a discount of 5% for 26 weeks (182 days). There are no refunds for service prepayments. This also applies to our regular semimonthly billing cycle. If you are unsure that you want to commit to using our service, we suggest trying it for a shorter period of time with the option to prepay when you feel more comfortable.