Refund & Cancellation Policy

1. How to cancel

Two ways, both equally valid:

• Open the billing area inside your account and cancel there.
• Or email [email protected] from the address on the account, and we cancel it for you.

There is no cancellation fee and no notice period. We do not require a phone call, and nobody will try to talk you out of it on the way.

Cancelling stops the next renewal. Your plan stays usable to the end of the period you have already paid for, so nothing is cut off the moment you cancel.

2. Cancelling during the free trial

New accounts start with a free trial of the length stated at signup. Cancel any time before the trial ends and nothing is charged.

We may ask for a payment method at signup, to stop the same company opening trial after trial. Asking for it is not a charge. If the trial is still running when it reaches its end date, the account converts to the plan you selected at signup and the first payment is taken then. If you did not select a plan, paid features simply stop until you choose one.

Trial length and what it includes are shown at signup and in your account, so you can always see the date the first charge would fall on.

3. How billing works

4. When we refund

Being clear beats being vague, so:

• We do not refund the unused part of a period you have already paid for. You keep the plan to the end of that period instead, so you still get what you paid for.
• We do refund the affected period if we materially fail to provide the service and cannot put it right in a reasonable time. Tell us what happened and we will sort it out.
• We refund where the law requires it, including any statutory cancellation right that applies to you.
• We refund a genuine billing error, such as a duplicate charge or a charge taken after a cancellation was confirmed. Contact us and we correct it.

Approved refunds go back to the payment method that was charged, normally within 5 to 10 business days once we issue them, depending on your bank.

If you bought a RoofExa subscription through Apple or Google rather than from us directly, that store handles the refund under its own policy and you have to request it there. We cannot refund a charge we never received.

5. Failed payments

If a renewal fails we may retry it and may suspend access until the balance is paid. Your data is not deleted during a short suspension. Update the payment method in your account, or call us and we will help.

6. Your data after cancelling

Cancelling does not erase anything by itself. Your records stay on the account so you can export them or come back later. Deletion is a separate, deliberate action, described in full on Account & Data Deletion, and the retention periods are in section 10 of the Privacy Policy.

7. Money you collect from homeowners

This policy covers what you pay us for the RoofExa subscription. It does not cover payments you take from your own customers through the service: that money moves through your own connected processor account under their terms, we are not a party to it, and we do not hold your funds. Refunds to a homeowner are between you and them.

8. A charge you do not recognise

Call (860) 595-7643 or email [email protected] before opening a dispute with your bank. We can see the invoice, tell you what it was for, and fix it faster than a chargeback can, usually the same business day.

9. Contact

This page explains section 6 of the Terms of Service in plain language. If the two ever disagree, the Terms govern.

Related: Terms of Service · Privacy Policy · Account & Data Deletion · Support