HOMEGOINGHQ — REFUND & CANCELLATION POLICY
Entity: EdConsult LLC d/b/a HomegoingHQ (Michigan LLC) | Notice: 1098 Ann Arbor Rd W, #479, Plymouth, MI 48170 Last Updated: July 18, 2026 | Version: 1.0
1. OVERVIEW
This Policy explains refunds and cancellations for purchases on the HomegoingHQ Platform. It is incorporated into the Terms of Service and works together with the Payment Terms & Authorization and Subscription Terms. We recognize our customers are often grieving, and we aim to handle refund requests with compassion and fairness.
2. ONE-TIME PLAN PURCHASES (e.g., Companion, Settle)
2.1 Satisfaction window. If you are not satisfied with a one-time plan, you may request a refund within 14 days of purchase, provided you have not substantially used or exported the paid deliverables.
2.2 After the window. After the window, one-time plan purchases are generally non-refundable, except where required by law or granted at our discretion.
2.3 How to request. Email care@homegoinghq.com with your account email and order details.
3. SUBSCRIPTIONS (e.g., Vault Keeper, monthly/annual plans)
3.1 Cancel anytime. You may cancel a subscription at any time through your account billing settings or the customer portal or by contacting us. Cancellation stops future renewals.
3.2 Timing. Cancellation takes effect at the end of the current billing period. You retain access to the subscription’s features until the end of the paid period.
3.3 No partial-period refunds. Except where required by law, we do not provide prorated refunds for the unused portion of a billing period.
3.4 Annual plans. Annual subscriptions are non-refundable after the 14-day satisfaction window in Section 2.1, except where required by law.
3.5 Vault Keeper lapse. If a Vault Keeper subscription lapses or is cancelled, a grace period applies during which you may download your documents, after which stored documents may be deleted, as described at purchase and in the Data Retention Policy. Cancelling does not delete documents that remain within your plan’s included allowance.
4. GIFT PURCHASES
Gift purchases are refundable within 30 days if unredeemed; once redeemed, they are non-refundable.
5. PRINT-ON-DEMAND & PERSONALIZED PHYSICAL GOODS
5.1 Personalized items. Memorial programs, keepsakes, prints, and other personalized or made-to-order items are produced specifically for you and are not returnable or refundable once you approve the proof and the item enters production, except for defects or errors attributable to us or the manufacturer. See the Print Proof Approval Form.
5.2 Defects/errors. If an item arrives defective, damaged, or materially different from the approved proof, contact care@homegoinghq.com within 7 days of delivery with photos. We will arrange a reprint or refund of the affected item, per the Shipping Policy.
5.3 Shipping charges. Shipping charges are non-refundable except where the error is ours or the manufacturer’s.
6. THIRD-PARTY PROVIDER, CONCIERGE, AND DESIGNER SERVICES
Payments for independent third-party services are subject to that provider’s own refund/cancellation terms. HomegoingHQ is not responsible for third-party refunds but may, at its discretion, assist in facilitating a resolution. Platform fees may be non-refundable.
7. HOW REFUNDS ARE ISSUED
Approved refunds are issued to the original payment method through our Processor and may take 5–10 business days to appear. If the original method is unavailable, we will arrange an alternative where feasible.
8. CHARGEBACKS
If you have a billing concern, please contact us first so we can help. Filing a chargeback without contacting us may delay resolution; see the Chargeback Policy.
9. LEGAL RIGHTS
Nothing in this Policy limits any non-waivable refund or cancellation rights you may have under applicable law.
10. CONTACT
care@homegoinghq.com | EdConsult LLC d/b/a HomegoingHQ, 1098 Ann Arbor Rd W, #479, Plymouth, MI 48170