Topic: Payments

    Questions on this topic:
  1. My payment has been declined. What can I do?
  2. What type of payment options are available?
  3. Is it safe to Pay Online?
  4. Does the billing profile information have to match the card details?
  5. What is the customer entitled to after the payment is processed?
  6. What is the Refund Policy?
  7. Can I purchase a program for someone else?

My payment has been declined. What can I do?

There are multiple reasons why our payment processing system might refuse a payment. Below you will find a list of common problems and the suggested solution:

Problem 1: Your bank is refusing the transaction. 

This error can be due to any reason ranging from a specific daily limit of transactions/value or limitations imposed on international transactions, affecting the payment processor (Stripe) integration. 


If this happens, you need to contact the bank to find out the exact reason or use a different card.

Problem 2: “Invalid CVC”

Invalid CVC means you incorrectly entered the three digits from the back of the card. If this happens multiple times, we will block that card and won’t allow further payments from it.


Ensure you type in all the information correctly, as it appears on the card.

Problem 3: “Insufficient Funds”

Insufficient funds mean you need more funds in your bank account, or your credit limit has been reached. 


Use a different card, make sure you have enough funds available, and then try again.

Problem 4: “High-Risk Level”  

This means the card you are using had a considerable number of failed transactions within the past seven days, and we won’t allow any payments from it.


Use a different card or try again in 7 days.

What type of payment options are available?

To make a payment, you can use a credit or a debit card from the following issuers: Visa, Mastercard, and AMEX. 

Prepaid cards are not accepted.

We can also process large-value transactions via bank transfer. 

To enable bank transfer options, visit our contact us page to discuss with a sales representative. 

Is it safe to Pay Online?

To ensure the complete safety of your financial information, we work exclusively with Stripe, the leading global solution regarding card payments.
Your sensitive data and payment information are routed through their 256-bit encrypted secure page(s). At no point throughout this process do we have access to your credit information nor store any payment details.

You can find our PCI compliance certificate HERE.
You can find our SecurityMetrics certificate HERE.

Does the billing profile information have to match the card details?

The name on the card can be different from the individual taking the course.

The verification process is for the first 16 digits mentioned on the card, the expiration date and the CVC.

However, the customer must be authorized to use that card.
We will report fraudulent transactions to the authorities, and accounts created based on fraudulent activities will be permanently removed from our system.

What is the customer entitled to after the payment is processed?

The structure of our courses consists of learning modules and testing sections.
When you purchase on eSafetyFirst Canada, you are paying for access to the modules and testing sections specified on the product page.
No additional payments are required.

In the resources section, some safety training courses will also include operator evaluation checklist templates or (pre) inspection templates that will assist you with the hands-on practical part specific to that course.

At the end of the course, you will receive a certificate demonstrating that you have received the theoretical training and the evaluation for that specific course. The certificate comes in a digital format and is included in the course price.

In addition, the customer will have the option to request a wallet card which will be mailed to the customer’s address but do note that this is an optional service charged at $10 per wallet card.

What is the Refund Policy?

You can locate the refund policy and the process to request a refund on our Refund Policy Page. 

Please note that we do not process over-the-phone refunds.
Refunds are a process dealt with by a different department than our support services, so please follow the instructions provided on the Refund Policy page. 

Can I purchase a program for someone else?


When a course is purchased, there are two options next to the course name:
i) “Start Course”, which will begin the presentation under the name set in the checkout process.
ii) “Train Someone Else”, which in return will ask the user to enter these details: first name, last name and (optionally) email address of the worker who is supposed to be assigned the course.

If the customer who paid for the program doesn’t need the training and, respectively, the certificate, the customer would have to click on the “Train someone else” option and complete the required information.