Carelov Refund and Dispute Policy

1. Overview

This policy explains how refunds, failed payments, and disputes are handled on Carelov. It applies to both contribution payments (the money a Contributor sends toward a Care Recipient's costs) and subscription fees (paid by Pool Organizers or Facilities for platform features).

2. Contribution Payments

2.1 General rule

Because contribution payments are typically forwarded toward a facility's payment shortly after collection, Carelov is generally not able to refund a contribution once it has been paid out to the facility. If you believe a contribution was charged in error, contact us as soon as possible at support@carelov.app — refunds may still be possible if the funds have not yet been paid out.

2.2 Duplicate or erroneous charges

If you are charged twice for the same contribution period, or charged an amount that does not match what was shown to you before you confirmed payment, contact us immediately. We will investigate and, where an error is confirmed on our end or Stripe's end, issue a refund through Stripe to your original payment method.

2.3 Removed from a pool

If a Pool Organizer removes you from a care pool, this does not automatically refund contributions already paid for periods before your removal. Any agreement to redistribute or repay funds among family members is between the members of that care pool; Carelov is not a party to that agreement and does not mediate it.

2.4 Facility disputes

If you believe a facility did not provide the care that a contribution was meant to pay for, that is a dispute between the family and the facility. Carelov facilitates payment but is not a party to the care agreement and cannot adjudicate care quality disputes. We may, at our discretion, assist by providing payment records to support your conversation with the facility.

3. Platform and Subscription Fees

3.1 Platform (transaction) fees

The platform fee disclosed to you before a contribution payment is processed is non-refundable once the underlying contribution has been collected, except where Section 2.2 (erroneous charge) applies.

3.2 Subscription fees

Monthly subscription fees are billed in advance and are non-refundable for the current billing period once charged. You may cancel a subscription at any time to prevent future renewal; cancellation takes effect at the end of the current billing period unless otherwise stated at signup.

3.3 Annual subscriptions

If you purchased an annual subscription and wish to cancel within the first 14 days of the initial purchase, contact support@carelov.app — we will consider prorated refund requests on a case-by-case basis. After 14 days, annual subscription fees are non-refundable for the remainder of the term, though you may still cancel auto-renewal.

4. Failed Payments

If a Contributor's payment method fails, Carelov and Stripe will automatically retry the charge. We will notify the Contributor after a failed attempt, and notify the Pool Organizer if the payment continues to fail after multiple attempts. Carelov is not responsible for any consequence of a delayed or missed facility payment caused by a Contributor's payment failure, including any late fee or service interruption imposed by the facility.

5. Chargebacks

If you initiate a chargeback or dispute directly with your card issuer or bank instead of contacting Carelov first, your access to the Service may be suspended while the chargeback is investigated, consistent with Stripe's standard dispute-handling process. We encourage you to contact us first at support@carelov.app so we can try to resolve the issue directly and faster than a card-network dispute process typically allows.

6. How to Request a Refund or Report a Problem

Email support@carelov.app with:

• Your account email
• The care pool name or facility involved
• The date and amount of the charge in question
• A brief description of the issue

We aim to respond to refund and dispute inquiries within 5 business days.

7. Currency Conversion

For cross-border pools (for example, a contributor paying in US dollars to a facility receiving Mexican pesos), the conversion rate and any associated fee are shown to you before you confirm payment. Because conversion rates fluctuate, Carelov cannot guarantee a specific historical rate will be honored for a refund processed on a later date; refunds for cross-border contributions are processed at the prevailing rate at the time the refund is issued, which may differ from the original transaction.

8. Changes to This Policy

We may update this policy from time to time. Material changes will be communicated through the app or by email before they take effect.

9. Contact

support@carelov.app

Refunds, where approved, are processed through Stripe back to your original payment method and may take 5–10 business days to appear, depending on your bank or card issuer.