Subscription, Cancellation and Refund Policy

# Subscription, Cancellation and Refund Policy Last Updated: July 31, 2026 This Subscription, Cancellation and Refund Policy explains the subscription, renewal, cancellation, downgrade, billing, and refund practices of GOOD KEEPING SOLUTIONS LLC, a Florida limited liability company with a principal address at 1909 Thetford Cir, Orlando, Florida 32824, United States (“GoodKeeping,” “we,” “us,” or “our”). This Policy forms part of the GoodKeeping Terms of Service. Capitalized terms not defined in this Policy have the meanings given in the Terms of Service. Questions concerning subscriptions, cancellations, charges, or refunds may be sent to hello@goodkeeping.com. ## 1. Scope of This Policy This Policy applies to: - the legacy GoodKeeping Free plan; - optional product trials; - monthly paid subscriptions; - annual paid subscriptions; - subscription renewals; - plan changes; - subscription cancellations; - billing corrections; - refund requests; and - related payment matters. Enterprise services may be subject to a separate Order Form, master services agreement, or other written agreement. Where a signed Enterprise agreement or Order Form contains different subscription, cancellation, or refund terms, that agreement controls for the matters it expressly addresses. ## 2. Legacy Free Plan The Free plan is a legacy tier. It is not publicly offered and cannot be selected by a new Customer. An Organization that was already assigned the Free plan: - does not require payment to continue on that plan; - does not automatically expire under the current offering; - does not have a recurring paid subscription by reason of that plan; - does not authorize GoodKeeping to charge a payment method by reason of that plan; and - may be subject to the features and usage limits stated in the Service. GoodKeeping may change the features or limits of the legacy Free plan for future use. A change to the legacy Free plan will not create a paid subscription or charge without the Customer’s affirmative purchase authorization. ## 3. Optional Product Trial An eligible Customer Organization may optionally begin a seven-day trial of a selected paid plan instead of purchasing immediately. Under the current trial: - a valid payment method is required to begin the trial; - no amount is charged when the trial begins; - the amount for the selected monthly or annual plan is automatically charged at the end of the trial unless the trial is cancelled before the trial ends; - cancelling before the trial ends prevents the first paid charge; - trial access continues until the end of the trial period after a cancellation is scheduled; and - the subscription closes at the end of the trial period when the trial is cancelled. The Customer must cancel before the trial ends in order to avoid the first charge. A trial may be cancelled through the Stripe Customer Portal accessible from the Organization’s billing settings. GoodKeeping may change or discontinue the availability, duration, eligibility, or included features of trials for future Customers. ## 4. Purchasing a Paid Subscription A paid subscription begins only when an authorized user affirmatively completes the applicable purchase process. This may occur through: - hosted Checkout; - an approved billing interface; - an Order Form; or - another purchasing method expressly offered by GoodKeeping. Before confirming a purchase, the Customer will be shown or provided with the applicable: - plan; - price; - billing frequency; - included features or limits; - renewal basis; and - material subscription terms. By completing the purchase, the Customer authorizes GoodKeeping’s designated payment processor to charge the selected payment method for the initial purchase and future renewals until the subscription is cancelled. ## 5. Monthly and Annual Billing Paid subscriptions may be offered on a monthly or annual basis. Unless otherwise stated: - subscription fees are charged in advance; - a monthly subscription covers one monthly billing period; - an annual subscription covers one annual billing period; and - the billing period begins on the subscription start or renewal date shown in the billing account. Under the current standard offering, annual subscription pricing reflects a 20% discount compared with purchasing twelve monthly periods separately. The applicable amount is the amount displayed and accepted during purchase or stated in an Order Form. ## 6. Automatic Renewal Paid subscriptions automatically renew for successive billing periods unless cancelled before the applicable renewal. A monthly subscription normally renews for another monthly period. An annual subscription normally renews for another annual period. The Customer authorizes the designated payment processor to charge the payment method on file for each renewal until cancellation becomes effective. GoodKeeping may provide renewal reminders where required by law, agreed in writing, or considered appropriate. The Customer remains responsible for maintaining accurate billing-contact and payment information. ## 7. Price and Plan Changes GoodKeeping may change subscription prices, included features, or plan limits. A price increase will not retroactively increase the charge for a billing period that has already been paid. Where reasonably practicable, GoodKeeping will provide advance notice before a material price change affects a future renewal. If the Customer does not accept a future price or plan change, the Customer may cancel before the affected renewal. ## 8. Plan Upgrades and Downgrades A Customer may request or purchase a plan upgrade or downgrade through the billing controls made available by GoodKeeping. The effective date and billing treatment of a plan change will be shown through the applicable billing interface or agreed in writing. Depending on the billing configuration: - an upgrade may take effect immediately; - an upgrade may create a prorated charge or credit; - a downgrade may take effect at the end of the current billing period; or - a separately agreed plan change may follow different terms. The Customer must review and confirm the displayed charge before completing a paid plan change. GoodKeeping will not impose an undisclosed additional usage or plan-change charge without authorization. A downgrade may result in reduced features, allowances, storage, user seats, or other plan entitlements after the downgrade becomes effective. ## 9. How to Cancel a Paid Subscription A Customer may cancel a paid subscription through the Customer Portal or other self-service billing controls made available through the Service. The Customer may also contact hello@goodkeeping.com for assistance. An email asking a question or requesting assistance does not itself complete cancellation unless GoodKeeping processes and confirms the cancellation. The Customer should verify that the billing interface shows that the subscription is scheduled to cancel or will not renew. GoodKeeping will not require a Customer who purchased online to speak with a sales representative merely to stop automatic renewal. ## 10. When Cancellation Takes Effect Unless otherwise stated during purchase or in an Order Form, cancellation takes effect at the end of the current paid billing period. After cancellation is scheduled: - the subscription remains active through the paid period; - paid features remain available through that period, subject to the Terms of Service; - no new renewal charge will be made after cancellation becomes effective; and - paid functionality ends when the paid period ends, and continued paid access requires a new purchase. Where supported by the billing system, a scheduled cancellation may be reversed before the subscription reaches the end of the paid period. Reactivation after the subscription has fully ended may require a new purchase. ## 11. Cancellation Does Not Automatically Create a Refund Cancelling a subscription prevents future renewal after the current paid period. Cancellation does not automatically entitle the Customer to: - a refund for the current billing period; - a prorated refund for unused time; - a refund because the Customer did not use the Service; - a refund because the Customer forgot to cancel; - a refund because an authorized user purchased the wrong plan; or - a refund because the Customer changed its mind. The Customer retains access to the paid Service until the cancellation becomes effective, unless access is suspended or terminated under the Terms of Service. ## 12. General Refund Standard Except where required by applicable law, expressly stated during purchase, or agreed in writing, subscription fees are non-refundable. GoodKeeping does not provide an automatic fourteen-day or thirty-day refund period merely because a Customer purchased a subscription. Refund requests may be reviewed individually. Submitting a refund request does not guarantee approval. GoodKeeping may consider: - the reason for the request; - whether the Service was used; - the timing of the request; - the billing history; - the nature of the charge; - whether the charge resulted from a GoodKeeping error; - whether there is evidence of fraud, abuse, or misuse; - applicable contractual terms; and - applicable law. ## 13. Billing Errors and Charges Eligible for Correction GoodKeeping will investigate credible reports concerning: - duplicate charges; - an incorrect amount caused by a GoodKeeping billing error; - a charge made after a cancellation had already become effective; - a charge for a plan that the Customer did not authorize; - an incorrectly processed plan change; - a verified unauthorized payment; or - another payment-processing error. Where GoodKeeping confirms an error, GoodKeeping may: - reverse the charge; - issue a full or partial refund; - provide an account credit; - correct the subscription; - correct the renewal date; or - take another appropriate billing action. GoodKeeping may request information reasonably necessary to verify the charge, Customer identity, billing authority, or payment record. ## 14. Other Refund Requests GoodKeeping may approve a full or partial refund after individual review where GoodKeeping determines that a refund is fair and appropriate. Examples may include: - a material Service failure attributable to GoodKeeping; - a subscription purchased or renewed because of a confirmed GoodKeeping billing defect; - a prolonged inability to provide the principal paid Service; - an exceptional hardship or administrative circumstance; or - another situation GoodKeeping determines warrants an adjustment. These examples do not create an automatic refund entitlement. A discretionary refund in one situation does not require GoodKeeping to issue the same refund in another situation. ## 15. Situations Normally Not Eligible for Refund Unless required by law or approved by GoodKeeping after review, refunds are normally not provided because: - the Customer changed its mind; - the Customer did not use the Service; - the Customer used only part of the billing period; - the Customer forgot to cancel before renewal; - an authorized user completed the purchase; - the Customer failed to remove an authorized billing administrator; - the Customer failed to maintain accurate billing information; - the Customer selected the wrong plan; - the Customer no longer needs the Service; - the Customer failed to complete onboarding; - the Customer did not submit documents or information required to use the Service; - automated or expert-reviewed outputs required further Customer review or correction; - the Customer violated the Terms of Service or Acceptable Use Policy; - access was restricted because of nonpayment, fraud, abuse, security risk, or unlawful conduct; or - the Customer expected functionality that was not included in the purchased plan or agreed in writing. Nothing in this Section limits rights that cannot lawfully be waived. ## 16. Annual Subscriptions Annual subscription fees are paid for the annual billing period selected and are generally non-refundable after purchase or renewal. Cancelling an annual subscription ordinarily: - stops the next annual renewal; - preserves paid access through the current annual period; and - does not create an automatic prorated refund. An annual refund request may still be reviewed under Sections 13 and 14. GoodKeeping may consider the extent of Service use and the time remaining in the annual period, but is not required to provide a refund solely because part of the annual period remains unused. ## 17. Refund Requests A refund or billing-correction request may be submitted to: hello@goodkeeping.com The request should include, where available: - the Customer or Organization name; - the billing email address; - the date and amount of the charge; - the invoice or payment reference; - the reason for the request; and - relevant supporting information. Do not send full payment-card numbers, account passwords, authentication codes, or unrelated financial documents by email. GoodKeeping may require verification before discussing or changing billing information. ## 18. Refund Decisions GoodKeeping will review refund requests in good faith and communicate the decision through the account, billing contact, or submitted email address. GoodKeeping may: - approve the request; - approve a partial refund; - provide a credit instead of a refund where accepted by the Customer; - request additional information; - correct the subscription without issuing a refund; or - deny the request. A refund may be denied where: - the request cannot be verified; - the charge was validly authorized; - the request conflicts with the applicable agreement; - the Customer has materially used the paid Service; - there is evidence of refund abuse; - the Customer has initiated inconsistent or duplicate payment disputes; - requested information is not provided; or - another legitimate reason applies. ## 19. Processing Approved Refunds Approved refunds are generally issued through the payment method or payment processor used for the original transaction. GoodKeeping may be unable to redirect a refund to a different payment method. After GoodKeeping initiates a refund: - the payment processor and financial institution control final processing time; - a refund may appear as a separate credit; - the original charge may instead be reversed; - a partial refund may replace the original charge with a lower amount; or - the refund may remain pending while payment processing is completed. GoodKeeping does not control the time required by a card issuer, bank, or payment network to post the refund. The Customer may contact hello@goodkeeping.com if an approved refund has not appeared after a reasonable processing period. ## 20. Taxes, Fees, and Currency Effects Where a refund is approved, the refunded amount will be determined according to: - the original charge; - the amount approved for refund; - applicable tax treatment; - the payment method; - currency conversion; - payment-network processing; and - applicable law. GoodKeeping does not guarantee reimbursement of: - foreign-exchange differences; - bank charges; - card-issuer charges; - overdraft charges; - interest; - payment-provider charges imposed directly on the Customer; or - losses caused by exchange-rate movement. Taxes will be refunded where required and where the applicable tax treatment permits the refund. ## 21. Failed and Past-Due Payments If a subscription payment fails, GoodKeeping or its payment provider may: - retry the payment; - notify billing contacts; - request an updated payment method; - limit paid functionality; - suspend the paid subscription; - restrict the Organization to a limited non-paid access level; or - terminate access in accordance with the Terms of Service. The Customer remains responsible for valid unpaid amounts. Cancellation does not erase charges properly incurred before cancellation became effective. ## 22. Chargebacks and Payment Disputes A Customer should contact hello@goodkeeping.com promptly if it does not recognize or disputes a charge. This allows GoodKeeping to investigate and, where appropriate, correct the charge directly. Nothing in this Policy prevents a Customer from exercising rights available through its payment provider or financial institution. However, initiating a chargeback does not automatically establish that the original charge was invalid. GoodKeeping may provide relevant purchase, authorization, access, subscription, cancellation, and communication records to the payment processor or financial institution handling the dispute. GoodKeeping may suspend access where a payment is reversed, disputed, or remains unpaid, subject to applicable law and the Terms of Service. ## 23. GoodKeeping-Initiated Termination GoodKeeping may suspend or terminate a subscription or Customer access as permitted by the Terms of Service. If GoodKeeping terminates a prepaid subscription without cause before the end of the paid period, GoodKeeping will refund the unused prepaid portion of that period on a prorated basis. A prorated refund is not required where termination results from: - the Customer’s material breach; - nonpayment; - fraud; - abuse; - unlawful conduct; - security risk; - misuse of the Service; - violation of the Acceptable Use Policy; or - another circumstance for which the Terms permit termination without refund. GoodKeeping may take immediate action where necessary to protect Customers, the Service, or legal rights. ## 24. Subscription Cancellation and Data Deletion Are Separate Cancelling a subscription does not delete: - a user account; - an Organization; - financial documents; - transaction records; - reports; - comments; - bookkeeping history; or - other Customer Data. After the paid period ends, paid functionality stops and the Organization retains only the limited non-paid access level GoodKeeping then makes available to it, if any. Account deletion and Organization deletion require separate actions and are governed by the Terms of Service and Privacy Policy. If an Organization deletion request is submitted while a paid subscription remains active, GoodKeeping may schedule the subscription to end at the close of the current paid period before completing deletion. ## 25. Communications and Confirmations GoodKeeping may provide subscription and billing communications concerning: - purchase confirmation; - invoices and receipts; - payment failures; - plan changes; - upcoming renewals; - cancellation scheduling; - cancellation completion; - refund decisions; and - approved refund status. Customers are responsible for maintaining accurate billing and account email addresses and for reviewing relevant billing notices. A cancellation or refund should be treated as confirmed only when confirmation appears in the billing interface or is provided by GoodKeeping. ## 26. Changes to This Policy GoodKeeping may update this Policy to reflect changes in: - subscription offerings; - billing systems; - cancellation controls; - refund practices; - payment-provider requirements; - legal requirements; or - business operations. The “Last Updated” date identifies the current version. A material change will not retroactively eliminate a refund or cancellation right that had already accrued. Where reasonably practicable, GoodKeeping will provide notice before a material change affects a future paid billing period. ## 27. Contact Subscription, cancellation, billing, and refund questions may be sent to: GOOD KEEPING SOLUTIONS LLC 1909 Thetford Cir Orlando, Florida 32824 United States Email: hello@goodkeeping.com