How we handle refunds, cancellations, and disputed charges. We want this to be obvious so you never have to fight us for fairness.
Effective: May 7, 2026 · Last updated: May 7, 2026
The short version. Cancel any time from inside the app. If you cancel within 7 days of your first paid charge and the product genuinely did not work for you, email us and we will refund you in full. After that, monthly plans are not pro-rated, but you keep access through the period you already paid for. Annual plans get a pro-rated refund inside the first 30 days.
You can cancel at any time from Settings → Billing inside the app. Cancellation takes effect at the end of your current billing period. You will not be charged again, and you keep full access until that end-of-period date.
You do not need to email us, call, or fill out a form. The Stripe-managed customer portal lets you cancel in two clicks.
If you cancel within 7 days of your first paid charge on a Compass subscription and you tell us the product genuinely did not work for you, we will issue a full refund of that first charge. Email help@compassfamily.app from the address on the account. Refunds are issued back to the original payment method and typically appear within 5-10 business days.
This applies once per customer. It is not a 7-day free trial — you are paying — but it is a no-questions risk reversal so you can try the product without fear of being stuck.
After the initial 7-day window, monthly subscriptions are not pro-rated. If you cancel mid-cycle, you keep access through the end of the period you already paid for, and we do not refund unused days. This is consistent with how nearly all SaaS subscriptions work.
Annual plans (Compass Lite, Compass, and Compass Premium at the annual price) get a more generous window. If you cancel within 30 days of an annual charge, we will refund the unused portion on a pro-rated basis (full months remaining, less any documents you have already generated at the per-document rate).
After the first 30 days, annual plans are non-refundable but you keep access until the term ends.
If your card fails, Stripe automatically retries over the next several days and we email you. Your subscription is marked past-due but your data stays intact. If retries fail, your subscription cancels and your account downgrades to read-only — your captures, analyses, and documents remain accessible for export but you cannot create new ones until you update your payment method.
If you close your account from Settings → Privacy, your active subscription is automatically scheduled to cancel at the end of the current period. You will not be charged again. You have a 30-day grace period to restore the account; after that, all your data is permanently erased and the closure cannot be undone.
Closing your account does not refund the current period. If you want a refund as well as a closure, email help@compassfamily.app within the windows described above.
Please email us before disputing a charge with your bank. A chargeback costs us a fixed fee on top of the disputed amount, and we cannot resolve it the way we can resolve a direct refund request. We have never declined a refund that fell within these windows. If you believe you are owed a refund and we have not responded within 5 business days, then escalate.
Repeated chargebacks without prior contact may result in account termination.
If the Service is materially broken for an extended period — meaning the core capture, analysis, or document features are unusable — we will issue service credits or partial refunds at our discretion, even outside the standard windows. Email help@compassfamily.app with the dates and what was broken. We track our own incidents and we will not gaslight you about whether something happened.
If you bought Compass at a promotional or discounted rate, the same windows apply. Refunds are calculated against the price you actually paid.
Compass charges in U.S. dollars. Sales tax, VAT, GST, or similar taxes are added at checkout where required. Refunds include any taxes we collected. Currency-conversion fees charged by your card issuer are not refundable by us.
Refund requests, billing questions, anything that does not fit cleanly into the categories above:
billing@compassfamily.app (refunds, invoices, payment questions)
help@compassfamily.app (everything else)
Compass Family App LLC, 8 The Green Ste B, Dover, DE 19901
We answer billing email within one business day. If you do not get a response within five business days, escalate to legal@compassfamily.app.