Refund Policy

1.Our Commitment

We believe in fair, transparent refund terms. The sections below are organized into two tracks: course purchases (Sections 2–5) and owner subscriptions (Section 6). If a course doesn't meet your expectations and you haven't started it, we'll give you your money back within our refund window. Subscriptions follow recurring-billing terms explained in Section 6.

2.Refund Eligibility — Course Purchases

A purchase is eligible for a refund when all of the following conditions are met:

2.1 Time window

The refund request is submitted within 14 calendar days of the original purchase date (based on the order's creation timestamp).

2.2 No course progress

You have not started the course — meaning no lessons have been completed and no chapter quizzes have been attempted. Even completing a single lesson makes the course ineligible for refund.

2.3 Active order status

The order must have a completed payment status. Orders that are still processing or already refunded are not eligible.

Why the "no progress" rule? Our courses are entirely digital. Once you have accessed and completed lessons, the educational value has been delivered. This rule protects the integrity of our content while still giving genuine learners a fair window to evaluate their purchase before diving in.

Requesting a course refund removes your access and clears your saved progress for that course. Once a refund is issued, the course is removed from My Courses and any completed lessons or quiz attempts for it are reset. You can re-purchase the course later, but you would start over from the beginning.

3.What Is NOT Eligible (Course Purchases)

The following are explicitly excluded from our refund policy:

3.1 Seat-based / employer-assigned courses

If you are a student whose courses are assigned to you by your employer (owner account), those courses were not purchased by you — your employer's business account was granted access by AFH Network. Refunds on seat-based access are the responsibility of the business owner, not the individual student.

If you are a business owner and you believe an assigned course does not meet your needs, reach us through our contact form to discuss your options.

3.2 Courses with any progress

Once you have started a course (completed even one lesson or attempted a quiz), the course is no longer eligible for a self-service refund. If you believe there is a genuine extenuating circumstance, see Section 8 (Exceptions).

3.3 Purchases older than 14 days

After 14 calendar days from purchase, refunds are not available unless there is a verified technical issue on our end that prevented access (see Section 8).

3.4 Account terminations for cause

If your account is terminated due to violations of our Terms of Service (e.g., sharing credentials, content redistribution), no refunds will be issued for any purchases.

4.How to Request a Course Refund

Self-service refunds are available directly through your account:

1. Log in to your AFH Network account
2. Navigate to Purchases in the top-right user menu (or go directly to /purchases)
3. Find the order containing the course you want to refund
4. Click Request Refund next to the eligible course
5. Confirm your request

The system will automatically verify eligibility (14-day window and no progress) and process the refund immediately if eligible.

If the self-service option is unavailable or you believe your situation qualifies as an exception, reach us through our contact form with your order details.

5.Course Refund Processing

5.1 Processing method

Refunds are returned to the original payment method used at purchase (via Stripe).

5.2 Processing time

After we process your refund, please allow 5–10 business days for the amount to appear on your statement. This timeline is determined by your bank or card issuer, not by AFH Network.

5.3 Partial refunds

If you purchased multiple courses in a single order and only one is eligible for a refund, we will process a partial refund for that course's price (including a proportional share of any tax paid). The remaining courses in your order will not be affected.

5.4 Currency

All refunds are processed in USD, the original purchase currency.

6.Subscriptions & Recurring Billing

AFH Network subscriptions give Adult Family Home owners access to our operational tools (such as the Medication Administration Record, Negotiated Care Plan Generator, Compliance Assistant, and Task Tracker) plus seat-based employee management. Subscriptions are billed on a recurring basis and follow the terms below rather than the 14-day course-purchase rules in Sections 2–5.

6.1 Automatic renewal

Subscriptions renew automatically at the end of each billing period (monthly or annual, depending on the plan you chose) using your payment method on file, until you cancel. By subscribing, you authorize these recurring charges, including any applicable sales tax.

6.2 Refunds are not automatic

Subscription fees are not automatically refunded when you cancel. Canceling stops future renewals but does not, by itself, return money for the current period or for unused time. If you believe your situation warrants a refund, see Section 6.4.

6.3 How to cancel

You can cancel at any time, yourself, from Dashboard → Subscription (/dashboard/subscription). Cancellation takes effect at the end of your current paid period ("cancel at period end"):

• You keep full access to your tools until the period you have already paid for ends.
• You are not charged again after that.
• We do not automatically refund the remaining time in the period you already paid for.
• Your data is preserved so you can re-subscribe later without losing your residents, records, or settings (subject to our retention terms).

6.4 Refunds reviewed on request

If you believe a subscription charge should be refunded (for example, a duplicate charge, a billing error, or another genuine extenuating circumstance), contact us through our contact form. Subscription refunds are reviewed on a case-by-case basis. When we approve one, an administrator processes it through Stripe to your original payment method, including reversing the associated sales tax. Approved refunds typically reach your statement within 5–10 business days.

6.5 Changing plans (proration)

When you upgrade to a higher plan, the change takes effect immediately and we bill the prorated difference for the rest of the current period right away. When you downgrade to a lower plan, you keep your current plan until the end of the period you have paid for, and the lower plan (and its lower price) begins at the next renewal. Downgrades do not generate a refund for the difference.

6.6 Failed payments (dunning)

If a renewal payment fails, we do not cancel you immediately. Stripe automatically retries the charge over a period of about three weeks ("Smart Retries"), and we email you so you can update your card.

• During this grace period (a "past due" state), you keep access to your tools while we try to collect payment.
• If all retries fail, the subscription becomes unpaid: tool access is paused, but your data is preserved.
• You can restore access by paying the outstanding balance from /dashboard/subscription; once the payment succeeds, your tools and data become available again.

For the full billing terms (renewal dates, trials, price changes, and cancellation), see our Terms of Service.

7.Chargeback Policy

We understand that billing disputes can arise. However, initiating a chargeback with your bank before contacting us and attempting our refund process is a violation of our Terms of Service.

If you file a chargeback:

• Your account may be immediately suspended pending investigation
• If the chargeback is found to be invalid, your account may be permanently terminated
• We reserve the right to dispute invalid chargebacks with evidence of service delivery

We strongly encourage you to contact us first. We process legitimate refunds quickly and without hassle — a chargeback is rarely necessary and can cause delays for both parties.

Reach us through our contact form.

8.Exceptions

We handle the following situations on a case-by-case basis. Reach us through our contact form with your order details:

We aim to respond to exception requests within 3 business days.

9.Washington State Consumer Rights

Under the Washington State Consumer Protection Act (RCW 19.86), consumers have the right to fair dealing and protection from deceptive business practices. Our refund policy is designed to comply with Washington State law and to be clear, fair, and easy to understand.

If you believe AFH Network has engaged in an unfair or deceptive practice, you may also contact the Washington State Attorney General's Office at atg.wa.gov or call 1-800-551-4636.

10.Contact Us

For refund questions or exception requests:

• Contact form: Get in touch
• Self-service: My Purchases
• Contact form: /contact

We aim to respond to all refund-related emails within 1–2 business days.

11.Policy Changes

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. For significant changes, we will notify users by email. Your continued use of the platform after changes constitutes acceptance of the updated policy.