Refund Policy
This policy explains how billing, cancellations, and refunds work for Custodia subscriptions.
1. Free Trial
New users are eligible for a 14-day free trial. No payment information is required to start a trial. During the trial, you have full access to the Service features included in your selected plan. If you do not subscribe before the trial ends, your access will be suspended until you choose a paid plan.
2. Subscription Billing
Subscriptions are billed monthly in advance. Your billing cycle begins on the date you subscribe to a paid plan. Payment is processed automatically each month using the payment method on file. You will receive an email receipt for each payment. All prices are in U.S. dollars unless otherwise specified.
3. Cancellation
You may cancel your subscription at any time through your account settings or by emailing support@custodiallc.com. Cancellation takes effect at the end of your current billing period. You will retain access to the Service until then. We do not provide partial refunds for unused time in a billing period. After cancellation, you may export your data within 30 days.
4. Refund Eligibility
Generally, subscription fees are non-refundable. However, we may consider refunds in the following circumstances: (a) you were charged after canceling and we can verify the cancellation was requested before the charge; (b) you experienced a significant, documented service outage that prevented use of the Service for an extended period; (c) duplicate or erroneous charges occurred due to a system error. Refund requests must be submitted within 30 days of the charge in question.
5. How to Request a Refund
To request a refund, email billing@custodiallc.com with: (a) your account email address; (b) the date and amount of the charge; (c) a description of the issue and why you believe a refund is warranted. We will review your request and respond within 5 business days. Approved refunds are processed to your original payment method within 5-10 business days.
6. Disputed Charges
If you believe you were charged in error, please contact us at billing@custodiallc.com before disputing the charge with your bank or credit card company. We are committed to resolving billing issues promptly. Filing a chargeback without first contacting us may result in suspension of your account pending resolution.
7. Price Changes
We may change subscription prices with at least 30 days advance notice. Price changes apply to billing periods starting after the effective date. If you do not agree to a price change, you may cancel before it takes effect. Continuing to use the Service after a price change constitutes acceptance of the new price.
8. Termination by Custodia
If we terminate your account for violation of our Terms of Service, you are not entitled to a refund of any prepaid fees. If we discontinue the Service entirely, we will provide prorated refunds for any unused prepaid subscription period.
Questions about this policy?
Contact us and we'll help clarify.