Retail Relay Cancellation and Refund Policy

Version: 2026-08-02-private-test

Updated: August 2, 2026

Status: Current policy; private-test cancellation is operator-assisted

The contractual policy is monthly automatic renewal, cancellation at the end of the current paid period, and no automatic prorated refund except where law, the Terms, or an Order Form requires one. The live Stripe account currently has no active Customer Portal configuration, so this page does not claim that self-service portal cancellation works. Attended private-test participants must use the established direct operator channel until the portal is configured and tested.

This policy explains cancellation and refunds for the standard online Retail Relay Complete subscription. It supplements the Retail Relay Terms of Service and any applicable Order Form. If a signed Order Form expressly conflicts with this page, the Order Form controls for that customer.

The standard subscription is $100 per month in U.S. dollars and includes the first billed live R-Series connection. Each additional billed live connection is $50 per month. Taxes, discounts, trials, and disclosed prorations may change the amount charged.

1. Monthly renewal

The standard online subscription is billed in advance and automatically renews each month until canceled. Renewal, price, billing cadence, and the available cancellation method must be disclosed before payment information is collected. A different committed term applies only if an Order Form expressly states it.

2. How to cancel during the attended private test

- An authenticated organization owner should open the Billing page and review the exact organization, subscription status, and current period end.

- Until a Stripe Customer Portal configuration is active and tested, the owner must send a clear cancellation request through the same direct operator channel used to enroll in the attended private test.

- The operator will verify the requester’s organization-owner authority, submit the period-end cancellation in Stripe, and return confirmation. The customer should not assume cancellation is scheduled until the Billing page shows cancellation at period end or the operator provides written confirmation identifying the subscription and effective date.

- Once self-service cancellation is configured and tested, this page and the Billing page must be updated before participants are directed to rely on it.

No public support email is configured yet. That is acceptable only for the attended operator-controlled private test, where every participant already has a direct enrollment channel. A durable public cancellation contact is required before broader paid enrollment.

3. When cancellation takes effect

Unless an Order Form says otherwise, cancellation takes effect at the end of the then-current paid monthly period. The subscription will not renew for another period. Customer retains access through the current paid period unless access is earlier suspended or terminated for cause under the Terms. Cancellation does not retroactively undo charges for a period that already began.

A request received near renewal may require immediate attention. The effective cancellation state recorded by Stripe and reflected through a signed webhook is authoritative for automated billing status. Retail Relay will not treat a conversational request, AI output, uploaded document, or source-system note as a cancellation instruction.

4. Refunds and billing corrections

Fees are not automatically refundable or prorated when a customer cancels during a paid period. Retail Relay does not promise a partial-month refund or credit except when required by applicable law, expressly required by the Terms, stated in an Order Form, or specifically promised in writing for a verified billing error or Service issue.

A customer should report a duplicate, incorrect, or unauthorized charge promptly through the established direct private-test channel and provide the organization name, charge date, and non-sensitive Stripe receipt or invoice identifier. Never send full card numbers or payment credentials. The Terms currently require a good-faith billing dispute within 60 days after the charge unless law requires longer.

5. Connection quantity is not subscription cancellation

The base subscription remains one billed unit while active, including when no live R-Series connection is enabled. Enabling an additional live connection increases the server-derived billed quantity by $50 per month and may create a disclosed proration. Disabling or disconnecting a connection can change future billed quantity after signed Stripe verification, but it does not cancel the base subscription.

Likewise, revoking Lightspeed OAuth, activating an operational kill switch, disabling live operations, or deleting a browser cookie does not cancel the Stripe subscription. Those controls protect source access or select a workspace; they are separate from billing cancellation.

6. What happens after access ends

When access ends, Retail Relay may disable connections and stop new work. A source operation that already started or has an ambiguous outcome may still require safe reconciliation or manual follow-up. Cancellation never authorizes Retail Relay to delete, archive, zero, reverse, or otherwise change an Item or inventory record.

Before the paid period ends, Customer should export information available through current report-export features and retain authoritative records directly from Lightspeed. Retail Relay does not promise a complete workspace export or fixed post-termination export window. Data retention and deletion remain subject to the Terms, Privacy Notice, any effective DPA, legal duties, backups, and append-only legal or operational audit evidence.

7. Suspension or termination by Retail Relay

Retail Relay may suspend or terminate access as allowed by the Terms, including for nonpayment, unlawful use, deliberate safeguard circumvention, fraud, a material security threat, or uncured material breach. Any refund for provider-initiated termination is determined by the Terms, the applicable Order Form, and non-waivable law; this page does not create an additional automatic refund right.

8. Governing terms and contact readiness

Unless an Order Form states otherwise, the laws of the State of Maine govern and the parties use the state and federal courts serving Cumberland County, Maine, subject to non-waivable rights. The configured support and legal emails appear at the end of this page when available. Until they are configured and Stripe cancellation is tested, paid use is limited to the attended private test with a direct operator channel.

Configured public contacts

Legal: not configured

Privacy: not configured

Support: not configured