Refund & Cancellation Policy

1. Overview

This Policy explains refunds and cancellations for purchases on the Homegoing360 Platform. It is incorporated into the Terms of Service and works together with the Payment Terms & Authorization and the Subscription Terms. We recognize our customers are often grieving, and we aim to handle refund requests with compassion and fairness.

2. One-time plan purchases (Companion, Settle, the Gift, the Life Plan)

2.1 Satisfaction window. If you are not satisfied with a one-time plan, you may request a refund within 14 days of purchase, provided you have not substantially used or exported the paid deliverables.

2.2 After the window. After the window, one-time plan purchases are generally non-refundable, except where required by law or granted at our discretion.

2.3 How to request. Email care@homegoing360.com with your account email and order details.

2.4 A refunded plan does not delete anything. If a plan purchase is refunded, the estate returns to the free tier: paid features stop being available going forward. Documents, ledger entries, obituary drafts, and everything else already created stay where they are. See Section 5.

3. Subscriptions (Vault Keeper)

3.1 Cancel anytime. You may cancel a subscription at any time through your account billing settings or the customer portal, or by contacting us. Cancellation stops future renewals.

3.2 Timing. Cancellation takes effect at the end of the current billing period. You retain access to the subscription’s features until the end of the paid period.

3.3 No partial-period refunds. Except where required by law, we do not provide prorated refunds for the unused portion of a billing period.

3.4 Annual plans. Annual subscriptions are non-refundable after the 14-day satisfaction window in Section 2.1, except where required by law.

3.5 What a Vault Keeper lapse actually does.

Your vault locks. Nothing is deleted. No new documents can be added, and everything already stored stays, and stays downloadable, indefinitely. There is no grace period after which documents are removed, because there is no removal.

4. Gift purchases

Gift purchases are refundable within 30 days if unredeemed. Once redeemed, they are non-refundable — at that point the recipient has the plan.

5. What a refund never takes away

Refunding money never removes a family’s content. A refund ends access to paid features going forward; it does not delete documents, ledger entries, memorial pages, obituary drafts, or anything else you created. A sealed recording cannot be deleted in any circumstances, including this one — see the Terms, Section 7.6.

6. Print-on-demand and personalized physical goods

6.1 Personalized items. Memorial programs, keepsakes, prints, and other personalized or made-to-order items are produced specifically for you and are not returnable or refundable once you approve the proof and the item enters production, except for defects or errors attributable to us or the manufacturer.

6.2 Defects and errors. If an item arrives defective, damaged, or materially different from the approved proof, contact care@homegoing360.com within 7 days of delivery with photos. We will arrange a reprint or refund of the affected item, per the Shipping Policy.

6.3 Shipping charges. Shipping charges are non-refundable except where the error is ours or the manufacturer’s.

6.4 When the service date has passed. We know that a reprint is not always a remedy — a program that arrives after the service is not worth reprinting. Where a personalized item fails to arrive in time for a service date you gave us, and the delay is ours or the manufacturer’s, tell us and we will refund it rather than reprint it.

7. Flowers and time-sensitive deliveries

Flower orders are placed for a specific date. Once an order has been passed to the florist it generally cannot be cancelled. If a delivery is missed or arrives materially different from what was ordered, contact care@homegoing360.com and we will pursue a refund or replacement with the florist on your behalf.

8. Third-party provider, concierge, and designer services

Payments for independent third-party services are subject to that provider’s own refund and cancellation terms. Homegoing360 is not responsible for third-party refunds but may, at its discretion, assist in facilitating a resolution. Platform fees may be non-refundable.

9. How refunds are issued

Approved refunds are issued to the original payment method through our processor and may take 5–10 business days to appear. If the original method is unavailable, we will arrange an alternative where feasible.

10. Chargebacks

If you have a billing concern, please contact us first so we can help. Filing a chargeback without contacting us may delay resolution; see the Chargeback Policy.

11. Legal rights

Nothing in this Policy limits any non-waivable refund or cancellation rights you may have under applicable law.

12. Contact

care@homegoing360.com EdConsult LLC d/b/a Homegoing360, 1098 Ann Arbor Rd W, #479, Plymouth, MI 48170