NURTURESYNC
CANCELLATION & REFUND POLICY
We want you to have a great experience with NurtureSync. This policy explains how to cancel your subscription, what happens to your data, and how refunds work. This policy is incorporated by reference into the NurtureSync Terms of Service and should be read alongside your executed Purchase Order, which governs your specific pricing and subscription term.
Cancel Anytime: Self-serve via your Stripe billing portal - no waiting, no phone calls
Immediate Termination: Access ends upon cancellation confirmation
Pro-rated Refunds: Available for unused annual subscription time, minus the Onboarding and Implementation Fee (as stated in your Purchase Order) if cancelled within your first annual term
Onboarding and Implementation Fee: All annual subscriptions are subject to the Onboarding and Implementation Fee. The current fee amount is stated in your Purchase Order. This fee is included at no additional charge for clients who complete their first annual term.
Auto-renewal: Annual subscriptions renew automatically - 30 days’ advance notice provided before each renewal
Data Retention: Deleted from active systems within 31 days; completely removed from backups within 42 days
1. HOW TO CANCEL YOUR SUBSCRIPTION
1.1 Self-Serve Cancellation (Preferred Method)
The fastest way to cancel is through your Stripe billing portal, available at any time at:
https://billing.stripe.com/p/login/aFa7sM9bB6UgahC38f1ZS00
From the portal you can cancel your subscription, view and download past invoices, and update your billing information.
1.2 Email Cancellation (Backup Method)
If you are unable to access the billing portal, you may cancel by email:
Email: support@nurturesync.io
Subject: "Cancel My Subscription"
Include: Your organization name and subscription email address
We process all email cancellation requests promptly.
1.3 What Happens After Cancellation
Upon cancellation confirmation
1. Your access to NurtureSync is terminated immediately
2. You cannot log in or access your data through the application
3. Any active shared links stop working immediately
4. Your pro-rated refund is calculated (see Section 2)
5. A confirmation email is sent with your cancellation date, any applicable refund amount, data deletion timeline, and refund processing timeline
1.4 Data Deletion Timeline
• Deleted from active systems: Within 31 days of cancellation
• Deleted from encrypted backups: Within 42 days total (standard backup rotation)
• Completely removed: By Day 42 after cancellation
Data export: You may export your data at any time prior to cancellation via the Export function in your Administrator Dashboard. Contact support@nurturesync.io promptly after cancellation if you need assistance with a data export.
2. REFUND POLICY
2.1 Annual Subscriptions — Pro-Rated Refunds
When you cancel an annual subscription, you are eligible for a pro-rated refund for the unused portion of your subscription term, calculated based on the subscription price in your executed Purchase Order (Exhibit A to the Terms of Service). If you cancel within your first annual term, the Onboarding and Implementation Fee (as stated in your Purchase Order) is deducted from any refund amount. If the pro-rated amount is less than the Onboarding and Implementation Fee, no refund is issued.
The date of proration is the date your cancellation email is received or the date your cancellation is confirmed through the Stripe billing portal, whichever applies.
2.2 Refund Examples
Important: The examples below are illustrative only and are based on the Standard Annual subscription price of $1,800. Your actual refund will be calculated based on the subscription price in your executed Purchase Order. Clients on promotional pricing tiers (Founding Charter, Early Risers, CarePatrol Exclusive) will have their refund calculated using the price stated in their Purchase Order.
Example 1: Cancel after 6 months (Standard Annual : $1,800)
Annual subscription price (from Purchase Order): $1,800.00
Days used: 183 days
Days remaining: 182 days
Pro-rated amount: ($1,800 ÷ 365) × 182 = $898.36
Onboarding and Implementation Fee*: − $500.00
Total refund: $398.36
Example 2: Cancel after 1 month (Standard Annual : $1,800)
Annual subscription price (from Purchase Order): $1,800.00
Days used: 30 days
Days remaining: 335 days
Pro-rated amount: ($1,800 ÷ 365) × 335 = $1,652.05
Onboarding and Implementation Fee*: − $500.00
Total refund: $1,152.05
Example 3: Cancel after 11 months — no refund scenario (Standard Annual: $1,800)
Annual subscription price (from Purchase Order): $1,800.00
Days used: 335 days
Days remaining: 30 days
Pro-rated amount: ($1,800 ÷ 365) × 30 = $147.95
Onboarding and Implementation Fee*: − $500.00
Result is negative - total refund: $0
2.3 Onboarding and Implementation Fee
The Onboarding and Implementation Fee covers the time and resources NurtureSync dedicates to setting up your account, supporting your team through the implementation of the product, and working with your users so they understand and can effectively use NurtureSync. The current fee amount is stated in your executed Purchase Order.
The Onboarding and Implementation Fee is included at no additional charge for clients who maintain their subscription through the full annual term. If you cancel before the end of your first annual term, the Onboarding and Implementation Fee is deducted from any pro-rated refund — it is not an additional charge. For full details see the Terms of Service, Section 2.5.
The Onboarding and Implementation Fee does not apply if NurtureSync terminates your subscription without cause.
2.4 Monthly Subscriptions - No Refunds
Monthly subscriptions may be cancelled at any time. No refund is issued for any portion of the current billing period already paid. Access terminates immediately upon cancellation. The Onboarding and Implementation Fee does not apply to monthly plans.
2.5 Refund Processing
Refunds are calculated and initiated promptly upon cancellation confirmation and returned to your original payment method. Processing times depend on your bank or card issuer and are outside NurtureSync’s control.
3. AUTO-RENEWAL
3.1 Annual Auto-Renewal
Your annual subscription automatically renews at the end of each term at the pricing stated in your Purchase Order or, if a price change notice (Exhibit B) has been issued, at the updated price stated in that notice. We will send you a reminder email at least 30 days before your renewal date so you have time to cancel if you do not wish to continue.
3.2 Price Changes at Renewal
If NurtureSync adjusts your subscription price at renewal, you will receive written notice at least 30 days before your renewal date in the form of a Pricing Change Notice (Exhibit B to the Terms of Service). That notice will clearly state the new total price for the upcoming term. If you do not wish to renew at the new price, you may cancel before your renewal date at no charge.
3.3 Promotional Tier Renewals
If you are on a promotional pricing tier (Founding Charter, Early Risers, or CarePatrol Exclusive), your promotional rate is valid for two annual terms as stated in your Purchase Order. Upon expiration of the promotional period, your subscription will renew at the then-current Standard rate unless otherwise agreed in writing. Your 30-day renewal notice will clearly state the rate that will apply.
3.4 How to Prevent Auto-Renewal
To prevent your subscription from renewing, cancel before your renewal date via the Stripe billing portal or by emailing support@nurturesync.io. You retain access through the end of your current paid term.
4. REACTIVATION
If you cancel by mistake or change your mind, contact us promptly at support@nurturesync.io. We will do our best to restore your account and data where possible. If you resubscribe after your data has been deleted, a new subscription and Onboarding and Implementation Fee will apply.
5. FREQUENTLY ASKED QUESTIONS
Q: How do I cancel my subscription?
The easiest way is through your Stripe billing portal at https://billing.stripe.com/p/login/aFa7sM9bB6UgahC38f1ZS00. You can also email support@nurturesync.io with the subject line "Cancel My Subscription" and include your organization name and subscription email address.
Q: Will I get a refund if I cancel?
Annual subscribers receive a pro-rated refund for unused time, calculated from the price in your executed Purchase Order, minus the Onboarding and Implementation Fee (as stated in your Purchase Order) if cancelled within the first year. Monthly subscribers do not receive refunds for the current billing period. See Section 2 for details and illustrative examples.
Q: When does my access end after I cancel?
Immediately upon cancellation confirmation. You will not be able to log in or access your data after that point.
Q: Will my subscription auto-renew?
Yes. Annual subscriptions renew automatically each year. We will send you a 30-day advance notice email before each renewal. If pricing changes at renewal, you will receive a Pricing Change Notice (Exhibit B) at least 30 days in advance.
Q: What happens to my data after I cancel?
Your data remains on our servers in encrypted form for a limited time after cancellation. Contact us promptly if you need a data export. Your data is fully deleted from all systems, including backups, within 42 days of cancellation.
Q: Can I cancel a monthly subscription anytime?
Yes. Monthly subscriptions can be cancelled at any time with no cancellation fee. No refund is issued for the current billing period already paid.
Q: Will you charge me after I cancel?
No. Once your cancellation is confirmed, no further charges will be made to your payment method.
Q: My pricing is different from the examples shown — how is my refund calculated?
The examples in Section 2.2 are based on the Standard Annual subscription price of $1,800 and are illustrative only. Your refund will be calculated using the subscription price stated in your executed Purchase Order. If you have questions about your specific refund calculation, contact support@nurturesync.io.
6. COMPLIANCE
6.1 Stripe Requirements
This policy complies with Stripe’s requirements: clear accessible self-serve cancellation via the Stripe Customer Portal, pro-rated refunds for unused annual subscription time, no automatic charges after cancellation confirmation, and clearly stated refund processes.
6.2 FTC Negative Option Billing Rules
This policy complies with FTC requirements: simple online cancellation mechanism, clear refund policy disclosed prior to purchase, retention of cancellation confirmation records, no rebilling after cancellation confirmation, and advance notice of autorenewal before each renewal date.
7. CONTACT US
Questions about cancellation or refunds?
Billing portal: https://billing.stripe.com/p/login/aFa7sM9bB6UgahC38f1ZS00
Email: support@nurturesync.io
Response time: We respond to all cancellation and refund inquiries within 1 - 2 business days.
* Footnote - Onboarding and Implementation Fee in examples: The fee amount shown in the examples above ($500.00) reflects the current standard Onboarding and Implementation Fee as stated in the NurtureSync Standard Annual Purchase Order. The actual Onboarding and Implementation Fee applicable to your subscription is the amount stated in your executed Purchase Order, which may differ from the amount shown in these examples.
Document Control
Version: 2.3 | Last Updated: April 9, 2026 · Effective Date: April 9, 2026 · Status: Current