Refund & Cancellation Policy

This Refund & Cancellation Policy applies to all paid subscriptions to the Franchise.Family platform operated by FRANCHISE FAMILY LTD (trading as Franchise.Family), Company No. 17179848, registered in England and Wales, with its registered office at Stoney Works, 8 Stoney Lane, London SE19 3BD, United Kingdom. It forms part of, and should be read together with, our Terms of Service and Privacy Policy.

Franchise.Family is a Software-as-a-Service (SaaS) platform. We do not sell physical goods, so no return or shipping policy applies. This policy governs how monetary refunds and subscription cancellations are handled.

Subscriptions are billed in advance on a recurring basis (monthly or annually) through our payment processor, Stripe. The billing cycle starts on the day you activate your plan and renews automatically on the same day of each subsequent period until cancelled.

• Monthly plans renew every month on the activation date.
• Annual plans renew every twelve (12) months on the activation date.
• Applicable taxes (VAT, Sales Tax) are calculated and added at checkout via Stripe Tax.

You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period — you will retain access to the platform until that date, and you will not be billed for the next period.

To cancel a subscription, you can:

• Send a written request to hello@franchise.family from the email address associated with your account, with the subject line "Subscription Cancellation Request", or
• Use the cancellation flow inside your account workspace (where available), or
• Contact your dedicated Customer Champion (Growth, Scale, and Enterprise plans).

We will confirm the cancellation in writing within two (2) business days. After cancellation takes effect, your data will be retained for thirty (30) days so that you can request an export, after which it will be permanently deleted in accordance with our Privacy Policy.

If you are a new customer activating a paid plan for the first time, you may request a full refund within fourteen (14) calendar days of your initial payment, for any reason. To qualify, send a written request to hello@franchise.family with the subject line "Refund Request" from the email address associated with your account.

Approved refunds are processed back to the original payment method via Stripe within five (5) to ten (10) business days. Bank processing times may add additional delay.

After the initial 14-day window, subscription fees are generally non-refundable. Renewals (monthly or annual) will not be refunded automatically when you cancel mid-cycle — instead, you will continue to have access to the platform until the end of the period you have already paid for.

As a goodwill exception, if an annual subscription is cancelled within the first thirty (30) days of a renewal period and the platform has not been actively used during that period (no logins, no data created), we may, at our sole discretion, offer a pro-rated refund for the unused portion. To request consideration, contact hello@franchise.family.

On Scale and Enterprise plans, we provide a 99.9% uptime Service Level Agreement (SLA). If platform availability over a calendar month falls below the SLA threshold and the downtime is not caused by an excluded event (scheduled maintenance, force majeure, customer-caused issues, third-party outages outside our control), you are entitled to a service credit applied to your next invoice. SLA credits are issued in lieu of a monetary refund.

The following are not eligible for a refund under any circumstance:

• One-time professional services already delivered (custom course development, data migration, custom integrations, consulting, training sessions).
• Subscription periods consumed in part or in full beyond the 14-day money-back window.
• Charges that result from a violation of our Terms of Service leading to suspension or termination of the account.

If you believe you have been charged in error, please contact us first at hello@franchise.family so we can resolve the issue directly. Filing a chargeback without first contacting us may result in suspension of your account while the dispute is investigated.

We may update this Refund & Cancellation Policy from time to time. The current version is always available at https://franchise.family/refund. Changes apply to subscriptions and renewals taking effect after the published date.

For any questions about cancellations, refunds, or billing, please contact us:

Operator:

FRANCHISE FAMILY LTD (trading as Franchise.Family)

Company No.:

17179848 · registered in England and Wales

Registered office:

Stoney Works, 8 Stoney Lane, London SE19 3BD, United Kingdom

Email:

hello@franchise.family

Website:

https://franchise.family