Refund and Cancellation Policy.

1. Scope

This policy covers charges by VoxPoint LLC for the VoxPoint subscription and add-ons. Payments to a subscriber for their own goods or services are governed by that subscriber’s agreement and refund policy, as explained below. This policy forms part of our Terms of Service and Subscriber Agreement. Rights and remedies that applicable law does not permit us to waive are preserved.

2. Monthly and annual subscriptions

Subscriptions are billed in advance for the interval and price confirmed at checkout and renew automatically unless cancelled before renewal. An authorized organization owner may cancel through Settings → Billing → Manage Subscription. If you cannot access that option, contact cfarris@voxpoint.org before renewal for assistance.

Cancellation normally stops the next renewal and leaves access active through the paid billing period. It does not itself refund a completed charge. Monthly and annual fees are nonrefundable, with no prorated refund for unused days, unused seats, nonuse, or an early cancellation, except for an approved exception below or as required by law. Deleting an app or stopping use does not cancel billing. Plan or seat changes may produce prorated charges or account credits shown in billing; those adjustments are separate from a cash refund for cancellation.

3. Add-ons and SMS usage

When offered and purchased, add-on charges, including SMS service, are nonrefundable for the current paid period unless this policy or applicable law requires otherwise. Cancelling the base plan or an add-on does not erase already incurred usage or unpaid charges. SMS overages and registration or carrier charges already incurred remain payable. Review the cancellation confirmation for the effective date and any remaining add-on subscriptions. Contact us if it does not reflect the cancellation you intended.

4. Billing errors and exceptional refunds

Report a duplicate charge, accidental purchase or renewal, incorrect amount, or other billing error within 30 calendar days of the charge. We will investigate and correct verified duplicate or erroneous charges. Accidental purchases and renewals are reviewed individually; a request is not an automatic refund entitlement. We may approve a refund or service credit for a significant service outage or other exceptional circumstances, considering the affected period, usage, and cause. This is not an uptime guarantee or service-level agreement.

The 30-day request period does not shorten nonwaivable statutory rights, cardholder rights, or applicable payment-network deadlines. A credit or refund offered for one incident does not promise the same remedy for unrelated incidents.

5. How to request a refund

Email cfarris@voxpoint.org with the organization name, billing email, invoice or receipt reference, charge date, amount, and reason. Do not send a password or full card number. We may need information to verify the request and your authority over the account. We will communicate the decision and any approved amount by email.

6. Processing approved refunds

We will initiate an approved refund within 10 business days after approval and completion of any necessary verification. Refunds normally return to the original payment method. The bank or payment provider controls when the credit appears; initiation is not a guarantee of receipt within that period. If Stripe reports a pending or failed refund, we will investigate and communicate the next steps. Approved refunds of VoxPoint subscription charges are for the approved amount; we do not separately deduct a Stripe processing fee from that amount.

7. Customer payments to subscribers

The subscriber is the merchant selling the underlying goods or services. They set and publish their own cancellation and refund policy and are responsible for customer refunds, taxes, disputes, and lawful surcharges. Customers should contact that merchant about those payments. VoxPoint provides payment software and does not decide the merits of a customer’s service complaint or replace Stripe’s dispute process.

For payments collected through Stripe Connect, Stripe processing and dispute fees follow the merchant’s applicable Stripe agreement and pricing. A customer refund does not automatically return Stripe’s original processing fees. VoxPoint’s 0.4% platform fee is retained when the underlying customer payment is refunded; it is not automatically refunded in whole or proportionally. We may separately approve a fee refund, correct a platform fee charged in error, or return it when required by law. These fees must not be used to reduce a customer refund contrary to law or the merchant’s promised policy.

8. Data after cancellation

Subscription cancellation, personal-account deletion, and organization deletion are different actions. Cancellation and export procedures are described in the Terms of Service. Retention and deletion requests are governed by the Privacy Policy. Cancelling billing does not promise that every financial, fraud, dispute, or legally retained record is immediately deleted.