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DRAFT: pending attorney review Version refund-draft-0.4

KindlyKeep Refund and Cancellation Policy

DRAFT — for attorney review. Not legal advice. Version refund-draft-0.4 (no satisfaction refund or courtesy refund; exceptions: billing mistake, missed required notice, service failure, law requires it; reflects Kyle's Nov 13, 2026 decision: annual plans non-refundable with no mid-term cancellation; monthly plans cancel any time with no partial refunds).

Plain-English summary

  • Monthly plan: cancel any time, online, in two taps. You keep service to the end of the month you paid for. No partial-month refunds.
  • Yearly plan: you pay once for a full year at a discount. It is not refundable and can't be cancelled mid-year. You can turn off auto-renew at any time, and you keep service to the end of the year you paid for. It then simply ends. We remind you before it renews.
  • We still make it right if we made a mistake, failed to send a renewal reminder, or the service didn't work (section 5).
  • Cancel by: Settings → Billing, text CANCEL, call 828-785-4838, or email support@kindlykeep.com.

1. Free trial

Cancel any time during the free trial and you pay nothing. {Flow A: Your card is charged only if you don't cancel before the date shown at sign-up.}

2. How to cancel or turn off auto-renew (both plans)

Online (Settings → Billing → "Cancel plan / turn off auto-renew"), text CANCEL to {NUMBER}, call 828-785-4838, or email support@kindlykeep.com. No phone call or chat is required. We confirm by text and email, and show the date your service ends. You can turn auto-renew back on before that date.

3. Monthly plans

  • Cancel any time. Service continues to the end of the month you paid for, then stops. No further charges.
  • No cash refunds for the unused part of a month, except as listed in section 5. The one exception is switching from monthly to yearly, where the unused days of the month already paid are credited toward the yearly price (a credit, never cash).

4. Yearly plans (paid in advance at a discount — 10 times the monthly price)

  • Non-refundable, and no cancellation in the middle of the year. The yearly price is a discount in exchange for paying up front and committing for the year. Please choose monthly if you want to be able to stop sooner.
  • You can turn off auto-renew at any time. Your plan then ends on the last day of the year you paid for, and you keep full service until then. Nothing more is charged.
  • At renewal: we email and text you about 30 days before (and again about 7 days before) with the date, the price plus tax, and how to turn off auto-renew. If you turn it off before the renewal date, you aren't charged.
  • You may upgrade to a higher plan during the year (you pay the difference, prorated). Moving to a lower plan or to monthly takes effect at renewal.
  • Exceptions are in section 5.

5. When we will refund or credit you (exceptions to sections 3 and 4)

We will refund (to the original card) or credit, as follows:

  1. Our mistake: a duplicate, wrong-amount or unauthorized charge — refunded in full.
  2. A required notice or disclosure was missed: if we failed to send a required renewal reminder or to show the renewal terms before you paid, you can cancel and get a full refund of that charge (this follows NC G.S. 75-41(c)(3) [V] and similar laws).
  3. The service failed or we didn't do what we promised: if KindlyKeep is unable to provide its core service (screening and voicemail texts) to you for [more than 7 days in a row], or we take away a main feature of your plan, we will refund the unused part of what you prepaid (monthly or yearly), pro rata, or give you a credit for the outage time, at your choice.
  4. The law requires it: where the law of your state gives you a refund or cancellation right we can't take away, we follow it.

6. How refunds are paid

To the card you paid with, through Stripe, usually in 5–10 business days. Tax is refunded in proportion. Account credits (such as referral credits) are not paid out in cash.

7. Card disputes (chargebacks)

Please contact us first at support@kindlykeep.com or 828-785-4838. We aim to fix billing problems within one business day. You always keep any right you have with your card company, and we won't punish a good-faith dispute about an unauthorized charge or a service we didn't provide. If you file a dispute for a charge you agreed to, for service you used, we will answer it with our records (the terms you accepted, your consent to renewal, your sign-in and call records), and we may suspend the account while it is open.

Internal note (lawyer/Kyle): the card issuer, not Stripe, decides a dispute; Stripe debits the amount plus a $15 dispute fee that is not returned even if we win, and a second $15 fee if we contest [S] docs.stripe.com/disputes/how-disputes-work. A no-refund policy does not bind the card issuer. Our best evidence is the consent log (MF-3): timestamp, IP, version, exact disclosure text, reminder logs, usage logs, cancellation attempts. Excessive disputes can get the Stripe account restricted, so the exceptions above (especially #2, #3 and a clear reminder trail) are cheaper than losing disputes.

8. Changes

We may change this policy for future charges with 30 days' notice. The policy in effect when you were charged applies to that charge. Nothing in this policy limits rights you have under law.