Refund & Cancellation Policy

Every new facility gets 30 days free with no card on file. If you do nothing at the end of the trial, nothing is charged. Your account and your data stay where they are, export keeps working, and you can pick a plan whenever you are ready.

Cancel at any time from Settings → Billing in the app, which opens your Stripe billing portal, or by emailing [email protected]. Cancellation takes effect at the end of the month already paid; you keep full access until then, and export stays available afterwards (see the Privacy Policy for how long cloud data is kept).

• First paid month: if you ask within 14 days of your first charge, we refund it in full, no questions. We may ask what went wrong, because we would like to fix it.
• After that: monthly subscriptions are not refunded for the unused part of a month once it has started. Cancel before the next renewal and you will not be charged again.
• Founder licence: the one-time $1,999 Founder licence can be refunded in full if you ask within 14 days of purchase, no questions. Your signed licence file is sent once those 14 days have passed; after that the purchase is final. A refunded licence is withdrawn from your account. The optional $199 yearly renewal follows the monthly rules above: not refunded once the year has started, except for our mistakes.
• Our mistake: if you were charged in error, charged twice, or charged after cancelling, we refund the full amount as soon as we see it.
• Extended outage: if cloud sync or sign-in is unavailable for more than 72 consecutive hours because of us, tell us and we credit that month.
• Terms changed on you: if we change these terms in a way that is materially worse for you and you cancel before the change takes effect, we refund the unused part of your current month.

(Not the same thing as the Founder licence above.) Founding-rate subscriptions from the beta program follow this same policy. A founding rate is tied to staying continuously subscribed; if you cancel and later return, the current public price applies. Where your beta acceptance email says something different, the email wins for your facility.

This policy is about your ResortKeeper subscription only. Refunds between you and your own clients go through your own payment processor (Stripe, Square or PayPal) under its rules; ResortKeeper does not hold those funds.

Email [email protected] from the address on the account, with the facility name. Refunds go back to the card that was charged, usually within 5–10 business days depending on your bank. Please ask us before opening a chargeback — it is faster for you and it keeps our processing account in good standing, which keeps the price flat for everyone.