Refund and Cancellation Policy

1. Scope and separate payment contexts

This Policy applies only to paid ToteRentalSuite software subscriptions purchased by an Operator from ToteRentalSuite through the platform Stripe account. It does not govern tote or moving-box rentals, invoices, deposits, refunds or other payments between an Operator and its End Customers through Stripe Connect. End Customers must contact the relevant Operator and review that Operator’s policies.

2. First successful paid subscription charge

A new paid subscriber may request a full refund of the first subscription payment within 14 calendar days after the initial successful payment. A timely request does not require proof of dissatisfaction, except where there is credible evidence of fraud, abuse, chargeback manipulation or a material violation of the Terms.

The 14-day commercial period applies only to the first successful paid subscription charge for a new customer. It does not automatically restart after upgrading, downgrading, changing plans, cancelling and resubscribing, creating another account, or changing billing details. It does not normally apply to renewals and does not apply to usage charges, third-party costs, Operator-to-End-Customer payments, Stripe Connect transactions, or amounts collected by Operators.

The request must be submitted within 14 calendar days after the initial successful payment. Every request is reviewed by an authorised ToteRentalSuite administrator; eligibility is not an automatic promise of payment.

3. Renewals and requests after 14 days

After the 14-calendar-day period, the customer may cancel at any time, but no refund or prorated refund is normally provided for unused time. ToteRentalSuite may make a discretionary exception where legally required or commercially appropriate. A renewal is not automatically eligible under the first-payment policy.

4. Subscription cancellation

Cancellation normally takes effect at the end of the current paid billing period. Access continues until the effective cancellation date unless there is a Terms violation, payment issue, or an explicitly requested and accepted immediate cancellation. No further renewal should occur after a correctly processed end-of-period cancellation.

Cancelling prevents future renewals. It does not automatically refund previous payments. New subscribers may request a refund of their first subscription payment within 14 calendar days, subject to the Refund Policy.

5. Request and processing

Signed-in Operators can submit a request from Billing or Account. The system securely identifies the platform subscription and initial payment; users are not asked to publish internal Stripe identifiers. A reason is optional. Requests move through requested, approved or rejected, processing, succeeded or failed states and retain an audit record.

Approved refunds are issued server-side through Stripe to the original payment method where possible. They may take additional business days to appear depending on Stripe, the card network and the customer’s financial institution. Cancellation alone never triggers a refund.

6. Mandatory rights

This commercial policy does not limit mandatory statutory rights. Although the service is positioned for businesses, a subscriber who qualifies as a consumer retains every non-waivable withdrawal, refund and remedy right available under applicable law. Where immediate supply of a digital service affects a statutory withdrawal right, any consent or acknowledgement required by law will be requested separately; the 14-day commercial first-payment policy above remains available on its stated terms.