Here to help.
Families, group hosts and the organizations that license the program all write to the same place. Every message is read by someone who can actually fix it, and you will hear back within two business days — usually the same day.
hello@familyvantage.ca — never put card numbers in an email; we will never ask for them.
For families
Lost your link or access word?
Email us from the address you used at checkout and tell us which group or organization you joined through. We resend your link and access word to that address only — it is the one place we know is yours.
Your access word is for your household. If you think it has travelled further than that, tell us and we can issue a new one.
Want a refund?
Seven days to change your mind, refunded in full, no reason needed. For a round with a launch day, any time before that day. Email us with the name of your host and the address you used at checkout; the refund goes back to the card you paid with, usually within ten business days.
The details are in our Terms of sale. Outside the window, write to us anyway — if something has genuinely gone wrong, we will sort it out.
A charge on your statement you do not recognize?
Family Vantage memberships are charged once, never on repeat. If you see a charge you did not expect, email us before disputing it with your bank: we can find it in minutes, and a refund from us reaches you faster than a chargeback does.
Something looks wrong in the program?
Tell us the week, the day and the meal, and what device you are on. A screenshot helps more than anything. We fix real mistakes quickly and thank you for finding them.
An allergen or safety question?
The program flags the top nine allergens on every meal and suggests a swap for each; brands and labels change, so the final call is always yours in the aisle. The Terms of use & safety inside the program say exactly what we check and what we ask you to check. For anything medical, please ask your physician or a registered dietitian — we are not one.
Hard to use with your eyes, ears, hands or assistive technology?
We treat an access barrier as a bug and fix it with priority. Tell us what you were trying to do and what got in the way.
For organizations and hosts
You run the licence for your union, centre, library or workplace
Write to us for anything to do with your door: welcome materials and wording for your newsletter, a link that needs resending, a change to how your name appears, or a door that has been shared further than it should have been. We can issue a new access word the same day and give you the note to send your people.
Nobody is blamed for a door getting loose. It happens, it is fixable, and we would always rather hear it from you.
Invoices, purchase orders and vendor forms
Send us your PO number, your vendor onboarding form, or a request for a copy of an invoice, and we will turn it around. You can pay by invoice (normally net 30, by e-transfer or direct deposit) or by card through Stripe if that suits your finance process better — just say which.
Terms for licences are in Part Three of our Terms of sale.
Usage reporting for your board or committee
Ask any time and we will send your aggregate numbers: how many times your door was opened over the period, and roughly how long it was open. That is genuinely everything there is — we cannot tell you who opened it, because nothing about a household is ever collected.
If your reporting needs more than that, tell us before you buy so you can decide with the facts in hand.
A privacy review, security questionnaire or accessibility declaration
Send the form. Most of it is answered by our privacy policy — no accounts, no logins, no personal data collected from families, no child data, nothing to breach — and we are happy to put the same commitments into your agreement. If a question expects a per-user answer our design makes impossible, we will say so plainly rather than guess.
Renewal, or a group that has grown
Nothing renews automatically and nothing is ever charged without you asking for it. Near the end of a term we get in touch, you tell us the number of households in scope for the coming year, and the band is set from that. A group that has outgrown its band is a conversation about price, never a penalty.
Thinking of hosting a group, running a fundraiser, or licensing for your organization?
Everything is on those pages, and the same mailbox answers the rest.
Writing to us puts only what you type in our mailbox, and nothing else. Our privacy policy says how it is kept.