Customer Support Policy

Last updated: October 21, 2026

At Cash Shop, we want every customer to get clear answers and fair treatment. This policy explains how to reach us, what to expect when you do, and how we support customers with different needs. Cash Shop is operated by 2573029 Ontario Inc.

How to reach us

In store: 9899 Airport Road, Unit 2, Brampton, ON L6S 0A2

Phone: (905) 793-6700

Email: airportcashshop@gmail.com

Website: the contact form on our home page or the chat buttons on any page

Store hours

Monday to Wednesday: 9:30 am to 7:00 pm

Thursday: 9:30 am to 7:30 pm

Friday: 9:30 am to 8:00 pm

Saturday: 10:00 am to 6:00 pm

Sunday: 11:30 am to 3:30 pm

Hours may change on statutory holidays.

Response times

In store and by phone: we help you right away during store hours. If we miss your call, we call you back by the end of the next business day.

Email, website form and chat messages: we reply within one business day.

Complaints: see our Complaint and Dispute Resolution Policy for timelines.

What we can help with

Questions about our services, fees and eligibility

What to bring for your visit

Your loan balance, payment dates and payment arrangements

Receipts and copies of your agreements

The status of a Western Union money transfer

Updating your contact details

Complaints and feedback

Our service standards

When you deal with us, you can expect:

To be treated with courtesy and respect.

A clear explanation of all costs before you agree to anything, including the total cost of borrowing for any loan.

A copy of every agreement you sign.

No pressure to borrow more than you need. Payday loans are high-cost loans, and Ontario law limits a payday loan to 50% of your net income per loan.

Privacy: we discuss your account only with you, or with someone you have authorized.

If you have trouble repaying

If you think you may have trouble making a loan payment, please talk to us as early as possible, and we will explain your options. If you take out three or more payday loans with us within 63 days, Ontario law entitles you to an extended payment plan.

You can also get free, confidential advice from a non-profit credit counselling agency through Credit Counselling Canada.

Identity checks

To protect your account, we confirm your identity before we discuss or change any account details. We will never ask for your PIN or online banking password, whether by phone, email, text or in person.

Watch out for scams

Cash Shop never asks for an upfront fee or payment to approve a loan, and we do not process loans online. If someone contacts you claiming to be Cash Shop and asks for money in advance, do not pay. Call us at (905) 793-6700 and report it to the Canadian Anti-Fraud Centre at 1-888-495-8501.

Accessible customer service

We are committed to serving people with disabilities in a way that respects their dignity and independence, in line with the Accessibility for Ontarians with Disabilities Act, 2005.

You are welcome to use your own assistive devices when you visit us.

Service animals are welcome in the public areas of our store.

You may bring a support person with you.

We will communicate with you in the way that works best for you, such as in writing, by phone or by email.

If a service we normally provide is temporarily unavailable, we will post a notice in our store and on our Website.

Our staff are trained to serve customers with disabilities.

To give feedback about accessibility, contact us in any of the ways listed above.

Feedback

We welcome compliments and suggestions as well as complaints. Tell any staff member, or contact us using the details above.