Refund & Support Policy

1. General Refund Policy

The no-refund default applies to the following circumstances:

• Subscription fees for monthly or annual plans (for used periods)
• One-time setup or onboarding fees
• Transaction fees for payment processing, including platform transaction fees on resident online payments
• Cancellations made during an active billing period
• Partial use of features or services
• Dissatisfaction with the platform or services
• Changes in business needs or requirements

1A. Refund Exceptions

• Duplicate or erroneous charges: If you were charged more than once for the same service or billed an incorrect amount, we will issue a full refund for the duplicate or excess charge.
• Unauthorized transactions: If a charge was made without your authorization (e.g., fraudulent use of your payment method), we will investigate and refund confirmed unauthorized charges.
• Extended service outages: If the platform experiences a continuous outage of 48 hours or more during your billing period, you may request a prorated refund or service credit for the affected period.

How to Request a Refund

• Email billing@hoasimplify.com within 30 days of the charge
• Include your account email, the date and amount of the charge, and a description of the issue
• We will review your request and respond within 5 business days
• Approved refunds will be credited to the original payment method within 5–10 business days

2. Cancellations

How to Cancel

• Users can cancel their subscription anytime through their account dashboard
• Go to Settings → Billing → Cancel Subscription
• Follow the on-screen prompts to confirm cancellation
• You will receive a confirmation email once cancellation is complete

What Happens After Cancellation

• Cancellation takes effect at the end of your current billing period
• You will continue to have access to all features until the end of your paid period
• No refunds will be provided for the remaining time in your billing cycle
• Future charges will be prevented once cancellation is processed
• Your data will be retained according to our data retention policy
• You can reactivate your subscription at any time

3. Support Services

General Support

• Technical assistance and troubleshooting
• Help with platform features and functionality
• Account setup and configuration questions
• User training and best practices guidance
• Bug reports and feature requests

Billing Support

• Payment and subscription questions
• Invoice and receipt requests
• Billing cycle and plan changes
• Payment method updates
• Subscription cancellation assistance

Legal & Privacy Inquiries

• Privacy policy questions and data requests
• Terms of service clarifications
• Legal compliance and regulatory matters
• Data deletion and portability requests
• Security and privacy concerns

4. Response Times

Note: Response times may be longer during weekends, holidays, or periods of high volume. We appreciate your patience and will respond as quickly as possible.

5. What We Can Help With

6. Before Contacting Support

To help us assist you more quickly, please:

• Check our Help Center and FAQ section for common solutions
• Have your account email address ready
• Describe the issue with specific details and steps to reproduce
• Include any error messages you're seeing
• Mention what browser and device you're using
• Attach screenshots if they help explain the issue

7. Contact Information Summary