Refund & Cancellation Policy

1. Overview

SHIFT operates as a professional services management platform and marketplace. Service providers ("Providers") on the Platform are independent businesses — they are not employees, contractors, or agents of SHIFT PSM LLC. Each Provider sets their own service prices, availability, and cancellation policies.

This policy covers two distinct types of transactions:

• Subscription fees: Recurring charges paid by Providers for access to the SHIFT platform
• Service appointment payments: Payments made by Clients to Providers for booked services, processed through Stripe Connect

2. Subscription Cancellations

Monthly Subscriptions

You may cancel your monthly subscription at any time from your account settings. Upon cancellation:

• Your subscription remains active through the end of the current billing period
• You will not be charged for subsequent billing periods
• You retain access to all Platform features until the end of the paid period
• Your data is preserved for 90 days after the subscription ends, after which it is deleted or anonymized

Annual Subscriptions

Annual subscriptions may be cancelled at any time. Upon cancellation:

• Your subscription remains active through the end of the annual billing period
• Prorated refunds may be available (see Section 3 below)
• Automatic renewal is disabled

3. Subscription Refunds

Free Trial

No payment is collected during the 14-day free trial. If you cancel before the trial ends, no charges are incurred and no refund is necessary.

Monthly Subscriptions

Monthly subscription fees are generally non-refundable. You may cancel at any time, and your access continues through the end of the current billing period. In exceptional circumstances (e.g., extended platform outage, billing errors), refunds may be issued at SHIFT's discretion.

Annual Subscriptions

If you cancel an annual subscription within the first 30 days, you are eligible for a prorated refund based on the remaining unused months. After 30 days, annual subscriptions are non-refundable but remain active through the end of the annual billing period. Refund calculations are based on the monthly equivalent rate, not the discounted annual rate.

4. Platform Transaction Fees

SHIFT charges a platform transaction fee on each client payment processed through the Platform (3%, 2.5%, or 2% depending on your subscription tier). These fees are:

• Non-refundable under normal circumstances
• Credited back to the Provider when a service appointment payment is refunded to the Client through the Platform
• Not credited when refunds are issued outside the Platform (e.g., cash refunds, off-platform arrangements)

Stripe's standard processing fees are governed by Stripe's own refund policies. SHIFT does not control Stripe's fee refund practices.

5. Service Appointment Cancellations

Each Provider on the Platform sets their own cancellation policy, which may include:

• A minimum notice period for free cancellation (e.g., 24 hours before the appointment)
• Late cancellation fees or forfeiture of deposit
• No-show charges
• Flexible or strict cancellation terms at the Provider's discretion

The Provider's cancellation policy is displayed at the time of booking. By completing a booking, the Client agrees to the Provider's stated cancellation terms. SHIFT is not responsible for enforcing or adjudicating individual Provider cancellation policies.

Provider-Initiated Cancellations

If a Provider cancels an appointment, the Client is entitled to a full refund of any payment made for that appointment. SHIFT will process the refund through Stripe automatically when a Provider cancels a paid booking through the Platform.

6. Service Appointment Refunds

Refunds for service appointments are handled according to the Provider's policies and may include:

• Full refund: When the Provider cancels, or when a Client cancels within the Provider's free cancellation window
• Partial refund: When a Client cancels outside the free cancellation window, minus any cancellation fee set by the Provider
• No refund: For no-shows or cancellations that fall outside the Provider's refund terms

Refunds are processed through Stripe and typically appear on the Client's statement within 5–10 business days, depending on the Client's financial institution. When an appointment refund is processed through the Platform, the corresponding SHIFT platform transaction fee is credited back to the Provider.

7. Disputes Between Providers and Clients

SHIFT facilitates transactions but is not a party to the service agreement between Providers and Clients. In the event of a dispute:

• We encourage Providers and Clients to resolve disputes directly through the Platform's messaging features
• SHIFT may, at its discretion, mediate disputes and review the facts of the situation
• In cases where a Provider has clearly failed to deliver a booked service, SHIFT may issue a refund to the Client on the Provider's behalf
• SHIFT reserves the right to suspend or terminate accounts involved in a pattern of disputes, fraud, or policy violations

For disputes that cannot be resolved through the Platform, please contact us at support@goingshift.com.

8. Chargebacks

If a Client initiates a chargeback (payment dispute) with their bank or credit card company:

• The chargeback is processed through Stripe and is subject to Stripe's dispute resolution process
• The Provider is responsible for responding to the chargeback with relevant documentation (e.g., proof of service delivery, signed agreements, cancellation policy acceptance)
• SHIFT may provide supporting transaction records and booking history to assist in the dispute process
• Chargeback fees assessed by Stripe are the responsibility of the Provider

We strongly recommend that Providers and Clients attempt to resolve payment disputes through the Platform before initiating a chargeback. Excessive chargebacks may result in account review or suspension.

9. Changes to This Policy

We reserve the right to update this Refund & Cancellation Policy at any time. When we make changes, we will update the "Last Updated" date at the top of this page. For material changes that affect your rights, we will provide notice through the Platform or via email. Your continued use of the Platform after changes are posted constitutes your acceptance of the updated policy.

10. Contact Us

If you have questions about this Refund & Cancellation Policy, need to request a refund, or want to report a billing issue, please contact us:

• Email: support@goingshift.com
• Website: goingshift.com/contact
• Company: SHIFT PSM LLC, Lee County, Florida