Refund and Cancellation Policy

[EFFECTIVE WHEN BILLING LAUNCHES — as at 2026-09-06 EdgeQuote has no payment integration and takes no money from anyone. This policy describes the intended Stripe-based subscription and must not be published as live until billing exists. Every figure marked PROPOSED DEFAULT was chosen by the drafter as the safest common practice and must be confirmed by the owner; none is a statement of what the business has decided.]

This policy forms part of the Terms of Service (Section 5). Capitalised terms mean what they mean there. If this policy and the Terms conflict, this policy governs refunds and cancellation, and the Terms govern everything else.

1. Who pays, and who this applies to

Only Contractors pay for EdgeQuote. Homeowners never pay us anything, so nothing in this policy applies to them; any money a Homeowner pays a Contractor for a job is a matter between them, and this policy has nothing to say about it.

Contractors subscribe as businesses (Terms, Section 1). Section 7 below explains what changes if you are nonetheless a consumer in a country whose law says so.

2. Cancelling your subscription

You can cancel at any time, in either of two ways:

• from your dashboard, under Billing → Cancel subscription, in no more steps than it took to subscribe; or
• by emailing sebastien@beyondtheedgestudio.com from the email address on the account, with the word "Cancel" in the subject line.

Cancellation takes effect at the end of the paid period you are in. You keep full access until then, and you are not charged again. We confirm every cancellation by email, with the date access ends. We never charge a cancellation fee, and we never require a phone call, a chat, or a reason.

If you cancel and later want to come back, you subscribe again at the then-current price; we do not hold your old price.

[The right to cancel online, as easily as subscribing, and without a fee reflects the US Restore Online Shoppers' Confidence Act, 15 U.S.C. §8403, California Bus. & Prof. Code §17602(c), and the equivalent rules in other US states, the EU and the UK described in subscription-terms.md.]

3. What we refund

(a) First-payment guarantee — PROPOSED DEFAULT. If you cancel within 14 days of your first payment on a new subscription, we refund that payment in full, whether or not you used the Service, no questions asked. This guarantee applies once per Contractor. [PROPOSED DEFAULT — a 14-day guarantee costs little, absorbs the EU/UK statutory withdrawal right in Section 7 without any argument about whether it applies, and removes the main reason customers file chargebacks instead of asking. Confirm or change.]

(b) Duplicate or mistaken charges. If we charge you twice for the same period, or charge you after a cancellation that took effect, we refund the duplicate or wrongful charge in full as soon as we see it or you tell us.

(c) We failed to provide the Service. If the Service was unavailable to you for a material part of a paid period because of something within our control, we refund or credit the part of the fee corresponding to the unavailable period, at your choice. [There is no uptime guarantee in the Terms; this clause is the refund-side counterpart of the "as available" disclaimer, and is intended to be fairer than the Terms alone require.]

(d) We end your subscription without cause. If we terminate your subscription under Terms Section 11 for a reason other than your breach or non-payment, we refund the unused part of any period you have prepaid.

(e) A price increase you do not accept. If we announce a price change and you cancel before it takes effect, your current price applies until your access ends and nothing further is charged. If a higher price was charged without the notice period the Terms promise, we refund the difference.

4. What we do not refund

• The rest of a period after you cancel. Cancellation ends renewal; it does not refund the days remaining in the paid period, except under Section 3(a) or where Section 7 requires it.
• Unused features or unused capacity. A subscription is access to the Service, not a quantity of leads.
• Periods on an annual plan after the 14-day guarantee, other than under Sections 3(c) to 3(e). [PROPOSED DEFAULT — some businesses refund annual plans pro rata at any time; that is generous but invites gaming. Confirm.]
• Fees for a subscription we terminated for your breach of the Terms or the Acceptable Use Policy.
• Fees for periods during which your account was suspended for non-payment and then reinstated.
• Third-party costs you incurred in connection with the Service (your own website, phone, or SMS costs).

5. How to ask for a refund, and what happens next

Email sebastien@beyondtheedgestudio.com from the email address on the account, with "Refund" in the subject line, your business name, the date and amount of the charge, and the reason. We acknowledge within 2 business days and decide within 5 business days [PROPOSED DEFAULT]. If we agree, we issue the refund through Stripe to the payment method you used; we cannot refund to a different card or by bank transfer. Refunds usually appear on your statement within 5 to 10 business days, depending on your bank. A refund includes any tax we charged on the refunded amount.

We refund the full amount you paid. The processing fee Stripe charged us on the original payment is not returned to us on a refund; we absorb it and do not deduct it from you.

If we refuse a refund we say why, in writing, and you may reply to escalate. Nothing here limits your right to use the dispute-resolution steps in Terms Section 15 or any statutory right in Section 7.

6. Free trials — [PLACEHOLDER]

[PLACEHOLDER — one of: (i) "EdgeQuote has no free trial"; or (ii) the trial length; whether a payment method is taken up front; the exact date the first charge will occur; and that the trial converts to a paid subscription unless cancelled before it ends. If a payment method is taken up front, the Subscription Terms require a reminder email a fixed number of days before the first charge (PROPOSED DEFAULT: 3 days) and a one-click cancellation link in it. A trial that converts silently is the single most common trigger of consumer complaints and chargebacks on subscription products.]

7. Your statutory rights override this policy

Nothing in this policy takes away a right the law gives you that cannot be waived. In particular:

EU and UK consumers — 14-day right of withdrawal. The Terms say EdgeQuote is for businesses. If you are nonetheless a consumer under the law of an EEA country or the UK, you have the right to withdraw from a distance contract within 14 days of the day the contract is concluded, without giving a reason (EU Consumer Rights Directive 2011/83/EU, Art. 9; in France, Code de la consommation art. L221-18; in the UK, Consumer Contracts Regulations 2013, reg. 29). If you ask us to start the Service during those 14 days, you are asked to expressly request that and to acknowledge that once the Service has been fully performed you lose the right to withdraw (Directive Art. 16(a); L221-28 1°; CCR reg. 36). If you withdraw after performance has begun but before it is complete, you pay a proportionate amount for what was supplied up to the moment you told us (Directive Art. 14(3)). We reimburse within 14 days of your withdrawal, using the same means of payment (Directive Art. 13; CCR reg. 34). A model withdrawal form is in the Legal Notice. Our first-payment guarantee in Section 3(a) is at least as generous as this right and is what we apply in practice.

Digital services that do not conform. EU and UK consumers also have remedies where a digital service does not conform to the contract (Directive (EU) 2019/770; UK Consumer Rights Act 2015, Part 1, Chapter 3): repair, price reduction, or termination with refund. Section 3(c) is intended to meet those without argument.

United States. No federal law gives a general right to a refund for a subscription. State automatic-renewal laws give the right to cancel online and, in some states, treat services delivered under a non-compliant renewal as an unconditional gift (California Bus. & Prof. Code §17603), which is one reason this policy and the Subscription Terms are drafted the way they are. Where a state law gives you a refund right this policy does not mention, that right applies.

Everywhere. Where a mandatory consumer law in your country gives you more than this policy does, you get the law.

8. Chargebacks and payment disputes

Please ask us first. Most problems that end in a chargeback are duplicate charges or forgotten renewals, and Section 3 refunds both faster than a bank does.

If you dispute a charge with your card issuer instead:

• Stripe notifies us and gives us a fixed window to respond. If the charge is one we would have refunded under this policy, we accept the dispute and do not contest it.
• Otherwise we submit evidence to the issuer: the record of your acceptance of the Terms (date, time, version, and the hashed network address), the invoice, sign-in and usage records showing the Service was used (for example leads delivered in the disputed period), the cancellation records, and our correspondence with you. We keep those records for the periods in the Privacy Policy so that we can do this.
• While a dispute is open we may suspend the account. If the dispute is decided in your favour, the matter ends there. If it is decided in our favour, the charge stands and we may treat a further chargeback on the same basis as a breach of the Terms.
• The card issuer's decision is not a legal ruling; either of us may still use the steps in Terms Section 15.

We never pass Stripe's dispute fee on to you.

9. How this works with Stripe

Payments, refunds and disputes run through Stripe, under Stripe's Services Agreement and the card networks' rules, which we cannot change. In practice that means: refunds can only go back to the original payment method; a refund can take several days to appear; a refund in a currency other than the one you were charged in is converted at your bank's rate, so the amount you see may differ slightly; and Stripe, not we, decides the timelines and evidence format for disputes. We never see or hold your card number; Stripe holds it.

10. Changes to this policy

We may update this policy. Changes that reduce what you would receive apply only to periods that begin after we have given you 30 days' notice by email; changes that improve it apply at once.

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NOTES FOR YOUR LAWYER

1. Every commercial figure is a PROPOSED DEFAULT, not a decision. 14-day first-payment guarantee; no pro-rata refund on annual plans after that; 2/5 business-day response; 3-day trial reminder. The owner has not fixed these; they were chosen as the safest common practice so that the lawyer's job is to confirm, not to draft. Each is marked in the text.
2. The guarantee absorbs the EU/UK withdrawal right deliberately. Rather than argue whether a French sole-trader contractor is a "consommateur", a "non-professionnel" or a "professionnel", Section 3(a) refunds any first payment within 14 days. Confirm that the express-request-and-acknowledgment wording in Section 7 must still be built into checkout (it must, see subscription-terms.md), because the guarantee does not replace the pre-contractual information duty.
3. Status of the FTC "click-to-cancel" rule. The FTC's amended Negative Option Rule (2024) was vacated by the Eighth Circuit in July 2025. ROSCA (15 U.S.C. §8401 et seq.), the original 1973 Negative Option Rule, and state automatic-renewal laws remain in force, and this policy is drafted to satisfy them regardless. Check whether the FTC has re-promulgated the rule or any state has enacted a new law before launch.
4. California's "unconditional gift" consequence (Bus. & Prof. Code §17603) makes the checkout disclosures in subscription-terms.md more important than this policy. If the renewal disclosures are missing, the customer owes nothing, refund policy or not.
5. Nevada. Nevada has no automatic-renewal statute comparable to California's as at the date of this draft; the federal rule and the strictest-state approach in subscription-terms.md are applied instead. Confirm nothing has been enacted.
6. Section 3(c) creates a refund right the Terms do not. The Terms disclaim uptime; this policy refunds for material unavailability within our control. That asymmetry is intended (it is cheaper than an SLA and fairer than nothing), but the lawyer should confirm the two documents read together as intended and that "material" and "within our control" are acceptable standards.
7. Chargeback evidence depends on the acceptance record. Section 8 promises to produce a record of acceptance of the Terms with date, version and hashed network address. That record is created at signup by the code described in evidence-and-acceptance.md. If that record is ever removed from the product, this section becomes untrue.
8. Refund of tax. Section 5 refunds tax charged on the refunded amount. Stripe Tax handles the reversal; the accountant must confirm the VAT and sales-tax treatment of refunds across periods (tax-and-invoicing.md).
9. French L221-3. French law extends the withdrawal right to professionals with five or fewer employees for off-premises contracts outside their main activity. Online signup is a distance contract, not an off-premises one, so L221-3 should not apply; confirm.

WHAT THIS DOES NOT COVER

• Anything a Homeowner pays a Contractor. EdgeQuote is not a party to the job and holds no money for it.
• A Contractor's own refund or cancellation policy toward their customers.
• Disputes between a Contractor and Stripe about Stripe's own services.
• Refunds of fees paid to third parties (telephone, SMS, web hosting, or a Contractor's own website).
• Tax remitted to an authority, which is refunded only to the extent the authority allows.