Refund and Cancellation Policy

The short version

Cancel any time, from your dashboard, without talking to anyone. You keep access through the end of the period you already paid for. Annual plans are refunded pro rata. You can export all your data before and after you leave.

We don't charge setup fees, cancellation fees, or early termination fees, and we don't hold your data hostage. If any of that changes, it will change here first.

What this policy covers

This policy covers Renaro subscription fees - the monthly or annual amount you pay us for the platform, plus any usage-based charges such as booking overage or SMS segments above your included allowance.

This policy does not cover payments your passengers make to you. Those funds are yours, processed through your own Stripe account, and refunding a passenger is your decision and your responsibility. See Passenger payments and chargebacks below.

Cancelling your subscription

You can cancel at any time from Settings, under Billing, in your Renaro dashboard. No phone call, no retention conversation, no notice period.

Monthly plans: cancellation takes effect at the end of your current billing period. You keep full access until then. We do not prorate or refund partial months.

Annual plans: cancellation takes effect immediately upon request, and we refund the unused portion on a pro rata basis, calculated from the date we receive your cancellation to the end of your prepaid term. If you received a discount for prepaying annually, the refund is calculated against the amount you actually paid.

Usage charges: booking overage and SMS segments already used are billed on your final invoice. Usage is metered as it occurs and is not refundable once the underlying bookings or messages have been sent.

Refunds

The 30-day guarantee: if Renaro isn't right for your fleet, tell us within 30 days of your first paid invoice and we'll refund it in full. One per operator, with no conditions on usage - run the platform properly and decide honestly.

Beyond 30 days, subscription fees for periods already served are generally non-refundable, because you had access to the platform during that time. We do issue refunds where we have failed you:

• Billing errors: if we charged you incorrectly, we refund the difference. Always, regardless of how long ago it happened.
• Sustained outage: if the platform is unavailable for a sustained period, we credit or refund the affected portion of your subscription. Where your order form or signed agreement includes a service-level commitment, the remedies in that agreement apply; the Terms of Service do not otherwise guarantee availability.
• Duplicate charges: refunded immediately on request.

Requesting a refund

Email support@renaroapp.com with your organization name and what happened. We respond within two business days. Approved refunds return to the original payment method within 5 to 10 business days, depending on your bank.

Founding Fleet operators

Founding Fleet pricing includes a lifetime price lock on your software tier. If you cancel and later return, the lock does not carry over - you rejoin at current published pricing.

Founding Fleet operators are subject to the same 30-day guarantee and the same pro rata annual refund terms as everyone else. The pricing is different; the exit isn't.

Your data

Before you cancel: export everything from Settings, under Data Export, at any time and at no cost. Bookings, passengers, drivers, vehicles, pricing history, and financial records, in standard machine-readable formats.

After you cancel: your data remains available for export for 30 days after your subscription ends. After that we begin deletion in line with our Privacy Policy and applicable retention obligations.

We do not withhold data exports over a billing dispute, and we do not charge a fee to give you your own records.

Passenger payments and chargebacks

Renaro is a technology platform. When a passenger pays for a ride, that transaction runs through your Stripe account under your own merchant agreement. We facilitate it; we don't hold the funds. This means:

• Refunding a passenger is your call. You can issue full or partial refunds from your Renaro dashboard at any time, and your own refund policy toward your passengers is yours to set and publish.
• Chargebacks are yours to contest. If a passenger disputes a charge, the dispute is between them, you, and the card networks. Renaro provides the trip records, timestamps, and receipts to help you respond, but we cannot contest a dispute on your behalf.
• Processing fees: when you refund a passenger, Stripe's processing fee on the original transaction may not be returned. That's Stripe's policy, not ours, and it applies to every platform on their network.
• Refunding a passenger does not reduce your Renaro subscription fee, since that fee is for platform access, not per transaction.

If we cancel your account

We may suspend or terminate an account for non-payment, for violating our Terms of Service, or where continued service would put us or other operators at legal or regulatory risk.

For non-payment, we notify you and give you at least 14 days to resolve it before suspending. We do not delete data during a payment-related suspension.

For termination we initiate for reasons other than your breach, we refund the unused portion of your subscription pro rata and give you 30 days to export your data.

If we discontinue the service entirely, we will give at least 90 days' notice, refund all prepaid amounts covering periods after the shutdown date, and keep exports available through the final day.

Price changes

We will not raise the price of your current plan during a term you've already paid for.

For monthly plans, we give at least 30 days' notice before any price increase takes effect, and you may cancel before it does. Founding Fleet price locks are honored as described under Founding Fleet operators.

Questions

Billing and refund questions: support@renaroapp.com, or Renaro Systems, Inc., Billing Desk, United States.

This policy forms part of the Terms of Service. Where the two conflict on billing matters, this policy controls.