Billing & Refund Policy

Overview

This Billing & Refund Policy explains how HOA Cloud charges for Services, processes payments, handles subscriptions, and issues refunds. This policy is part of our Terms of Service.

1. Subscription Plans and Pricing

1.1 Available Plans

HOA Cloud offers subscription plans tailored to different organization sizes and needs. Current pricing is available at hoacloud.app/pricing.

1.2 Billing Cycles

We offer two billing cycles:

• Monthly: Billed on the same day each month
• Annual: Billed once per year (typically at a discounted rate)

1.3 Pricing Changes

We may change pricing at any time. For existing subscriptions:

• You'll be notified at least 30 days before any price increase
• New pricing takes effect at your next renewal
• You can cancel before renewal to avoid the price increase
• Price decreases apply immediately

1.4 Taxes and Fees

All prices are exclusive of applicable taxes, which will be added at checkout:

• Sales tax (varies by state)
• Value-added tax (VAT) for EU customers
• Goods and services tax (GST) where applicable

Payment processing fees are included in your subscription price.

2. Payment Methods

2.1 Accepted Payment Methods

For platform subscriptions, we accept:

• Credit Cards: Visa, Mastercard, American Express, Discover
• Debit Cards: With Visa/Mastercard logo
• ACH Bank Transfer: For U.S. bank accounts (verified via Plaid)

All payments are processed securely through Stripe (credit/debit) or Plaid (ACH). We do not store your full card number or bank account details.

2.2 HOA Dues Payments

Residents paying HOA dues can use:

• Credit/Debit Card: Instant processing (2.9% + $0.30 fee)
• ACH Bank Transfer: 2-3 business days (1% fee, capped at $5)
• Recurring Autopay: Automatic monthly payments (same fees apply)

Processing fees may be passed to residents or absorbed by the HOA (HOA decides).

2.3 Payment Security

Your payment information is secure:

• PCI DSS Level 1 certified processors (Stripe, Plaid)
• Data encrypted in transit (TLS 1.3) and at rest (AES-256)
• Tokenization - we store payment tokens, not raw card data
• 3D Secure authentication for enhanced fraud protection

3. Billing and Automatic Renewal

3.1 Automatic Renewal

Your subscription automatically renews at the end of each billing period unless you cancel.

• Renewal occurs on the same day as your initial subscription
• Your payment method is charged automatically
• You'll receive an email receipt after successful payment
• Cancel anytime at least 48 hours before renewal to avoid charges

3.2 Renewal Reminders

We'll send email reminders:

• 7 days before renewal (with current pricing)
• Immediately after successful renewal (receipt)
• If payment fails (with instructions to update payment method)

3.3 Failed Payments

If your payment fails:

1. We'll attempt to charge your payment method up to 3 times over 7 days
2. You'll receive email notifications after each failed attempt
3. If all attempts fail, your account may be suspended
4. You have 14 days to update payment info and restore access
5. After 14 days, your account may be terminated and data deleted

To avoid service interruption, keep your payment method current in account settings.

3.4 Prorated Billing

When you change plans:

• Upgrade: Prorated credit applied immediately, charged difference
• Downgrade: Change takes effect at next renewal (no immediate refund)
• Add-ons: Prorated for the current period

4. Cancellation Policy

4.1 How to Cancel

You can cancel your subscription anytime:

1. Log into your account
2. Go to Settings → Billing
3. Click "Cancel Subscription"
4. Confirm cancellation

Or contact support at billing@hoacloud.app.

4.2 Cancellation Timing

Cancel at least 48 hours before your next billing date to avoid being charged.

• Cancellations take effect at the end of your current billing period
• You retain access until the period ends
• No refunds for partial periods already paid

4.3 After Cancellation

When your subscription ends:

• Access to paid features is removed
• Your data is retained for 90 days (export before cancellation)
• You can reactivate within 90 days without data loss
• After 90 days, your account and data are permanently deleted
• Financial records retained for 7 years per legal requirements

5. Refund Policy

5.1 Standard Refund Policy

5.2 Exceptions - When We Issue Refunds

We may issue full or partial refunds in these cases:

5.3 No Refunds For

• Subscription renewals (cancel before renewal instead)
• Partial months or unused time (no prorating on cancellation)
• Change of mind after 14-day trial period
• Account termination due to Terms of Service violations
• Failure to use the service
• User error or negligence

5.4 How to Request a Refund

1. Email billing@hoacloud.app with:
   • Your account email
   • Transaction date and amount
   • Reason for refund request
   • Supporting documentation (if applicable)
2. We'll review your request within 5 business days
3. Approved refunds processed within 7-10 business days
4. Refunds issued to original payment method

5.5 Refund Processing Time

Once approved:

• Credit/Debit Cards: 5-10 business days (depends on your bank)
• ACH Transfer: 3-5 business days

6. HOA Dues and Special Assessments

6.1 Payment Processing

When residents pay HOA dues through our platform:

• Processing fees: 2.9% + $0.30 (card) or 1% capped at $5 (ACH)
• HOA decides whether to absorb fees or pass to residents
• Funds transferred to HOA account within 2-3 business days (ACH) or 2-7 days (card)
• HOA Cloud earns no revenue from resident payments (all fees go to processors)

6.2 Late Fees

Late fees are set by your HOA per Florida Statutes Chapter 718/720:

• Late fees automatically assessed per HOA bylaws
• Residents notified via email when late fees applied
• HOA board controls late fee policy (not HOA Cloud)

6.3 Payment Disputes

For HOA dues payment disputes:

1. Contact your HOA board first (we don't control dues amounts)
2. If technical payment error, contact us at support@hoacloud.app
3. We'll investigate payment processing issues
4. HOA board resolves dues amount disputes

6.4 Payment Plan Arrangements

Payment plans for overdue dues are arranged between residents and HOA boards. HOA Cloud provides tools to track payment plans but does not create or enforce them.

7. Chargebacks and Payment Disputes

7.1 Chargeback Policy

If you initiate a chargeback with your bank instead of contacting us:

• Your account may be suspended immediately pending investigation
• We'll provide evidence to your bank/card issuer
• If chargeback is found invalid, you're responsible for fees and charges
• Repeated invalid chargebacks may result in account termination

7.2 Valid Reasons to Dispute

Contact us immediately if:

• You see an unauthorized charge on your statement
• You were charged after canceling
• The amount charged doesn't match what you authorized
• You were double-charged

7.3 Our Response

We investigate all payment disputes within 2 business days and work with you to resolve issues fairly.

8. Invoices and Receipts

8.1 Automatic Receipts

You'll receive an email receipt for every payment:

• Subscription charges
• HOA dues payments
• One-time fees or add-ons

8.2 Accessing Past Invoices

View and download invoices anytime:

1. Log into your account
2. Go to Settings → Billing → Invoice History
3. Download PDF copies as needed

8.3 Tax Documentation

HOA boards and property management companies can download annual payment summaries for tax filing purposes from the Billing section.

9. Enterprise and Custom Billing

9.1 Annual Invoicing

Enterprise customers may request annual invoicing with net-30 payment terms. Contact sales@hoacloud.app to discuss options.

9.2 Volume Discounts

Property management companies managing 10+ properties may qualify for volume pricing. Contact us for a custom quote.

9.3 Custom Contracts

Large organizations may negotiate custom terms. Enterprise contracts supersede this standard billing policy where they conflict.

10. Billing Questions and Support

For billing questions, payment issues, or refund requests:

11. Changes to This Policy

We may update this Billing & Refund Policy at any time. Material changes will be communicated via email at least 30 days before taking effect. Continued use after changes constitutes acceptance.