Refund & Cancellation Policy

Last updated: September 18, 2026

NeverGap is online booking and scheduling software operated by NeverGap LLC, a New Jersey limited liability company. This policy explains how refunds and cancellations work for both NeverGap subscription fees and client appointment deposits.

1. NeverGap Subscription Refunds

Subscription Plans

Free Plan: Limited to 10 bookings per month. No charge, no refund needed.
Solo Plan: $9/month (billed monthly). Unlimited bookings and client deposits.
Pro Plan: $19/month or $190/year (save 17%, $38 annually). Everything in Solo plus no-show recovery, flash-fill, automated win-back, review requests, and optional branding removal.

The 7-day money-back guarantee below applies to the Pro plan. Solo is billed monthly ($9) with no long-term commitment, you can cancel anytime to stop your next charge.

7-Day Money-Back Guarantee

If you upgrade to Pro and it's not for you, cancel within 7 days of your first payment for a full refund. No questions asked, no conditions.

After 7 Days: Subscription fees are non-refundable. You may cancel at any time, and your subscription will be scheduled for cancellation at the end of your current billing period. You'll retain Pro access until that date, then automatically downgrade to Free.
Reactivation: If you schedule a cancellation but change your mind, you can reactivate your subscription before the cancellation date from your Settings.
No Partial Refunds: We do not provide prorated refunds for partial billing periods.

Annual Plan Refunds

Money-Back Guarantee: Annual plan subscribers are covered by the same 7-day money-back guarantee, cancel within 7 days of your first payment for a full refund.
After 7 Days: No prorated refunds. You retain Pro access for the remainder of your annual term, then downgrade to Free.
Auto-Renewal: Annual plans auto-renew unless cancelled before the renewal date. Cancel anytime to prevent the next charge.

How to Cancel Your Subscription

Log in to your NeverGap dashboard
Go to Settings → Subscription & Billing
Click "Cancel Subscription"
If within 7 days of your first payment, cancelling automatically flags your full refund, no email needed. Questions? Reach us at support@nevergap.com
If after 7 days, your cancellation will be scheduled for the end of your billing period

No further charges will occur after cancellation. You can reactivate before the scheduled cancellation date if you change your mind.

Important: If you cancel your Pro subscription, you'll downgrade to the Free plan (10 bookings/month limit). Your booking page, appointment history, and client data remain intact. If you later delete your account entirely, all data will be permanently removed.

2. Client Deposit Refunds

As a business owner using NeverGap, you control your own deposit policies. However, we recommend the following best practices:

When Clients Cancel

24+ Hours Before Appointment: Full deposit refund (recommended to maintain good client relationships)
Less Than 24 Hours: Partial or no refund (at your discretion, to compensate for lost booking opportunity)
No-Show: No refund (deposit forfeited)

When You (Business Owner) Cancel

Any Reason: Full deposit refund required (you initiated the cancellation)
Emergency/Illness: Full refund + offer to reschedule
Schedule Change: Full refund if client cannot accommodate new time

Automatic Refund Triggers

NeverGap automatically processes deposit refunds in these scenarios:

You cancel the appointment from your dashboard
You delete or modify the appointment within the cancellation window you've set

Configure Your Deposit Policy: Set your own deposit amount, cancellation window, and refund rules in your NeverGap dashboard under Settings → Deposits.

Manual Refunds

If you need to manually refund a deposit outside of automatic triggers:

Go to your dashboard → Appointments
Find the appointment
Click "Issue Refund"
Confirm the refund amount

Refunds are processed immediately and typically appear in the client's account within 5-10 business days.

3. Disputed Deposits

NeverGap is not responsible for deposit disputes between you and your clients. We provide the tools to collect and refund deposits, but you control the refund decisions.

If a Client Disputes a Charge

Respond promptly to any dispute notifications from Stripe
Provide documentation (appointment records, cancellation policies, communications)
Be prepared to defend your refund policy

Chargeback Fees: If a client initiates a chargeback with their bank, Stripe charges a $15 fee (in addition to the refunded amount). This fee is passed to you. To avoid chargebacks, clearly communicate your deposit policy upfront and respond quickly to refund requests.

Best Practice: Display your deposit and cancellation policy clearly on your booking page and in confirmation emails to prevent disputes.

4. Payment Processing Fees

Stripe Processing Fees: Payment processing fees (typically 2.9% + $0.30 per transaction) are non-refundable, even if you issue a refund to a client
Example: Client pays $50 deposit → Stripe takes $1.75 → You receive $48.25. If you refund the full $50, you'll net -$1.75.

5. Technical Issues and Service Interruptions

If NeverGap experiences a service outage or technical issue that prevents you from conducting business:

Minor Outages (<1 hour): No refund
Major Outages (>24 hours): Contact us for a prorated refund or service credit

We are not liable for lost revenue, missed appointments, or indirect damages caused by service interruptions.

6. Refund Processing Time

Subscription Refunds: Logged immediately when you cancel within the 7-day window. Refunds are processed manually within 2-3 business days and typically appear in your account within 5-10 business days from processing (bank/card issuer timing).
Deposit Refunds: Processed immediately by NeverGap; typically appear in client's account within 5-10 business days (Stripe processing time).

Note: All payments are processed through Stripe. Refund timing depends on your bank or card issuer's processing speed.

7. How to Request a Refund

For subscription refunds or questions about this policy, contact us at:

Email: support@nevergap.com
Subject Line: "Refund Request - [Your Account Email]"
Include: Reason for refund, account details, and any supporting documentation

We'll respond within 2 business days.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Your continued use of NeverGap after changes constitutes acceptance of the updated policy.

9. Legal Requirements

This policy complies with applicable consumer protection laws. If your jurisdiction requires different refund terms, those terms will supersede this policy to the extent required by law.

10. Questions?

If you have questions about refunds, cancellations, or deposit policies, contact us at support@nevergap.com.