Refund, Billing & Data Retention Policy

Paid plans (Starter, Connect, and Full Care) are billed in advance on a recurring basis, monthly or annually, depending on the term you choose at checkout. Unless you cancel first, each subscription renews automatically at the end of the current term at the then-current price, using the payment method on file. Renewal charges appear on your statement as “FLIP Care Companion”.

We email a receipt after every charge. For annual plans, we send a renewal reminder at least seven days before the card is charged. If a price changes, we notify you at least 30 days in advance and the new price applies from your next renewal, never mid-term.

The Free plan does not require a card and does not expire. Founding Caregiver beta members receive full access for the promotional period described at sign-up; if that period ends, we will tell you before any card is requested. A promotional or trial period converts to a paid subscription only if you have entered payment details and have not cancelled.

You can cancel at any time, with no phone call and no retention script:

1. Open Profile → Plan & billing in the app.
2. Choose Cancel subscription and confirm. You will see the exact date your access ends.
3. You will receive a cancellation confirmation email. If you do not, write to billing@flipcareapp.com and we will cancel it manually.

Cancelling stops future renewals. Your paid features stay active through the end of the term you already paid for, then the account drops to the Free plan, it is not deleted.

• 14-day first-purchase guarantee. If your first paid charge on an account was within the last 14 days, email us and we will refund it in full, no reason needed.
• Monthly renewals. Renewal charges are generally non-refundable, but if you were charged for a month you did not use, contact us within 14 days of the charge and we will review it, we routinely grant these.
• Annual plans. Cancel within 30 days of an annual charge for a full refund. After 30 days, we refund the unused whole months on request, less any months already used.
• Service failure. If a paid feature is unavailable for an extended period due to a fault on our side, we credit or refund the affected time.
• Not refundable. Charges more than 12 months old, accounts terminated for violating the Acceptable Use Policy, and third-party charges you incurred elsewhere.

Request a refund at billing@flipcareapp.com with the email on the account and the charge date. We respond within five business days, and approved refunds return to the original payment method within 5–10 business days. Where local consumer law gives you stronger rights (for example, statutory withdrawal periods in the EU or UK), those rights apply and this section does not limit them.

If a payment fails, we retry over roughly seven days and email you. If it still fails, the account moves to the Free plan. Nothing is deleted at that point: your care plan, medications, documents, and family circle stay intact, but features above the Free tier become read-only until billing is restored. Care circle members beyond the Free limit lose access to the shared circle while the account is downgraded, and regain it when you resubscribe.

These are the timelines we hold ourselves to:

• Active accounts. Your data is retained for as long as the account exists, so your care history stays useful over years of caregiving.
• After cancellation (still on Free). All previously entered data remains available to you indefinitely while the account exists.
• Dormant accounts. After 24 consecutive months with no sign-in, we email a warning and then delete the account and its care data 30 days later.
• You request deletion. Use Profile → Your data → Delete account. The account and its care records are removed from live systems immediately, and purged from encrypted backups within 30 days.
• Uploaded documents. Deleted from the storage vault at the same time as the account; backup copies expire within 30 days.
• Billing records. Invoices and payment records are kept for 7 years because tax and accounting law requires it. These contain transaction data, not care details.
• Audit logs. Records of sensitive changes (medication edits, role changes, deletions) are retained for 24 months for safety and dispute resolution, then deleted.
• Anonymised analytics. Aggregate, non-identifying usage statistics may be kept indefinitely; they cannot be traced back to you or your care recipient.

You can export everything at any time before deleting, Profile → Your data → Download my data produces a complete machine-readable copy. See the Privacy Policy for the full picture of how we handle information.

Please contact us before disputing a charge with your bank, we can almost always resolve it faster. Accounts with an open chargeback may be suspended until the dispute is settled.

Billing and refunds: billing@flipcareapp.com. Privacy and data deletion: privacy@flipcareapp.com.