Refund Policy

Last updated: December 1, 2025

Our Commitment

We want you to be completely satisfied with GuestLoop. This Refund Policy explains our approach to refunds, cancellations, and billing. If you have any questions, please contact our support team at support@guestloop.com.

1. Free Trial

✅ 14-Day Free Trial

All new users receive a 14-day free trial with full access to GuestLoop features. No credit card required!

Trial Terms:

  • Full access to all features during the trial period
  • No payment required to start your trial
  • Cancel anytime during the trial with no charges
  • After 14 days, you can choose to subscribe or your account will be downgraded
  • Trial is available once per user/business

2. Subscription Billing

How Billing Works:

  • Monthly Plans: Billed on the same day each month
  • Annual Plans: Billed once per year (with 20% discount)
  • Payment Method: Securely processed through Stripe
  • Auto-Renewal: Subscriptions automatically renew unless you cancel
  • Failed Payments: Service may be suspended if payment fails

Current Pricing:

Growth

$29/month

or $278/year (save 20%)

Business

$79/month

or $758/year (save 20%)

Enterprise

$149/month

or $1,430/year (save 20%)

3. Refund Policy

Standard Policy

No refunds are provided for partial months or unused time. This is standard practice for subscription-based software services.

Why This Policy?

GuestLoop is a subscription service that provides continuous value throughout your billing period. You have full access to features, data storage, email delivery, SMS credits, and support during your entire subscription period.

What This Means:

  • If you cancel mid-month, you keep access until the end of your billing period
  • No prorated refunds for early cancellation
  • Annual subscriptions are non-refundable
  • Used SMS credits are non-refundable

4. How to Cancel

Easy Cancellation Process:

  1. Log in to your GuestLoop account
  2. Go to Settings → Subscription
  3. Click "Cancel Subscription"
  4. Confirm cancellation
  5. You'll keep access until the end of your current billing period

After Cancellation:

  • ✅ You keep full access until the end of your paid period
  • ✅ Your data remains safe for 30 days after expiration
  • ✅ You can export your data before cancellation
  • ✅ You can reactivate anytime (your data is preserved for 30 days)
  • ❌ No automatic refund for unused time
  • ❌ SMS credits do not carry over or refund

Need help? Contact our support team at support@guestloop.com before canceling. We're here to help!

5. Refund Exceptions

We may provide refunds at our discretion in the following exceptional circumstances:

Duplicate Charges

If you were accidentally charged twice for the same subscription period, we will immediately refund the duplicate charge.

Billing Errors

If there was a clear error in billing (wrong amount, wrong plan, etc.), we will correct it and refund any overcharge.

Service Unavailability

If GuestLoop was unavailable for an extended period (24+ hours) due to our fault, you may be eligible for a prorated credit or refund.

First-Time Subscribers

If you subscribed without trying the free trial first and request a refund within 48 hours of your first payment, we may issue a one-time courtesy refund at our discretion.

To request an exception, contact us at support@guestloop.com with your account details and explanation.

6. Chargebacks and Disputes

⚠️ Please Contact Us First

If you have a billing issue, please contact us before filing a chargeback with your credit card company. We're committed to resolving issues quickly and fairly.

Filing a chargeback without contacting us first may result in immediate account suspension and may be reported as fraud.

Chargeback Consequences:

  • Immediate account suspension
  • Loss of access to your data
  • Additional chargeback fees ($15-25) may be applied to your account
  • Account will remain suspended until the dispute is resolved

Better approach: Email us at support@guestloop.com and we'll work with you to resolve any billing concerns.

7. Plan Changes and Upgrades

Upgrading Your Plan:

  • Immediate Effect: Upgrades take effect immediately
  • Prorated Billing: You pay the prorated difference for the remainder of your billing period
  • Example: Upgrade from Growth ($29/mo) to Business ($79/mo) mid-month → pay $25 prorated, then $79 next month

Downgrading Your Plan:

  • End of Period: Downgrades take effect at the end of your current billing period
  • No Prorated Refund: You keep your current plan features until the end of the period
  • Example: Downgrade from Business to Growth → you keep Business features until renewal, then pay $29/month

8. Data Export Before Cancellation

Before canceling, we recommend exporting your data:

What You Can Export:

  • ✅ Guest contact information (CSV format)
  • ✅ Booking history (CSV format)
  • ✅ Campaign performance data
  • ✅ Guidebook content (PDF or HTML)
  • ✅ Property images and files

After Cancellation: Your data is retained for 30 days. After that, it will be permanently deleted in accordance with our Privacy Policy.

9. Questions or Concerns?

We're here to help! If you have any questions about billing, refunds, or cancellations, please reach out to our support team:

GuestLoop Support

Email: support@guestloop.com

Billing: billing@guestloop.com

Response Time: We typically respond within 24 hours (often much faster!)

📋 Quick Summary

✅ What We Offer:

  • • 14-day free trial (no credit card)
  • • Easy online cancellation anytime
  • • Access until end of paid period
  • • 30-day data retention after cancel
  • • Friendly support team

❌ What We Don't Offer:

  • • Refunds for partial months
  • • Refunds for unused time
  • • Refunds for annual subscriptions
  • • SMS credit refunds or rollovers