Refund and Cancellation Policy

1. Written quote controls

Westover EPR pricing is customer-specific. No public estimate creates a payment obligation. Fees, billing intervals, scope, commitment periods, and special refund terms are established in an accepted written quote, proposal, or order. A negotiated written agreement controls over this general Policy when it provides different terms.

2. Onboarding and implementation fees

Onboarding fees reserve capacity and cover configuration, guided setup, data preparation, migration, implementation, and related work within the quoted scope.

• Before onboarding work begins, you may cancel for a full refund of an onboarding payment, less any clearly disclosed nonrecoverable third-party charge.
• After work begins, the refundable amount is the unearned portion of the fee based on completed milestones, documented work, committed third-party costs, and reserved services.
• Completed onboarding, migration, configuration, custom work, and delivered professional services are ordinarily nonrefundable.
• If we cancel before delivering the agreed onboarding scope and you did not materially breach the agreement, we will refund the undelivered portion.

3. Subscription cancellation

You may cancel a subscription through the Stripe customer portal when available or by emailing compliance@westoverepr.com. Include the organization, account email, and requested cancellation date. We will not require a sales call as a condition of cancellation.

• Month-to-month plans cancel at the end of the current paid billing period unless the accepted order provides an earlier effective date.
• A fixed commitment remains payable through the commitment period unless the order permits early termination or applicable law requires otherwise.
• Cancellation prevents future renewal charges after the effective cancellation date.
• Access may continue through the paid period, subject to security, misuse, nonpayment, and termination provisions.
• Customers should request an authorized export before workspace access ends.

4. Subscription refunds

Subscription charges are generally nonrefundable once the applicable billing period begins because access and service capacity are made available immediately. We may issue a full or partial refund or service credit when:

• a duplicate or unauthorized charge is verified;
• the amount charged differs from the accepted written quote;
• we continued charging after a timely, effective cancellation request;
• a material service failure within our control prevented meaningful use for a substantial portion of the paid period and we could not provide a reasonable remedy; or
• applicable law or the accepted written agreement requires a refund.

Dissatisfaction with a regulatory outcome, a Customer decision, a third-party filing result, a change in law, or information the Customer supplied does not by itself create refund eligibility.

5. Billing errors and refund requests

Contact us within thirty days after the charge appears, or sooner if required by your agreement. Provide the organization, invoice or transaction reference, charge date, amount, and reason. We will acknowledge the request, investigate relevant quote and payment records, and communicate the disposition.

Approved refunds are returned to the original payment method where practical. Processing time depends on Stripe, the payment network, and the issuing bank. We do not control the date a bank posts the credit.

6. Failed payments and disputes

Failed or overdue payments may cause suspension after reasonable notice. Before initiating a payment dispute, please contact us so we can investigate an incorrect, duplicated, or unauthorized charge promptly. This request does not limit any nonwaivable right to dispute a charge with your payment provider.

7. Changes

Changes apply prospectively and do not reduce a refund right already established by an accepted order or applicable law. Material changes will be reflected in the effective date.