Refund Policy

1. Overview

Famlo provides a platform for homeschool groups to host, promote, and manage paid events. Refunds for event registrations are governed by the refund policy set by each event’s Group Organizer. Famlo acts as the payment facilitator but does not determine or guarantee refunds unless explicitly stated otherwise.

This Refund Policy is a legally binding component of the Terms of Service between the user and The Hive Network, LLC.

For full terms governing your use of the Platform, please review our Terms & Conditions.

2. Definitions

• Event Fee: The amount paid by a user to attend a specific event, set by the Group Organizer.
• Booking Fee: The fee a member pays, in addition to the event fee, on a paid booking made through Famlo: Famlo's fee of 3.7% of the price plus $1.79 per ticket, plus an amount that covers Stripe's payment processing (2.9% + $0.30 per ticket), so that the Group Organizer receives the full event fee they listed. It is one line, the same for every online payment method, and is included in every price you see on Famlo.
• Platform Fee: Famlo's fee when it is paid by the Group Organizer rather than the member: the same 3.7% of the price plus $1.79 per ticket where the Group Organizer has chosen to absorb the booking fee, on every charge. It is deducted from the Group Organizer's payout. Neither fee is charged on scholarship or ESA funds (see Section 3A), or on payments a Group Organizer records as received offline — cash, check, or bank transfer — because Famlo charges only on money it actually processes. The fee applicable to a registration is fixed at the time of booking, so a later change to Famlo's published rates, or to a Group Organizer's plan, never re-prices an existing booking or a refund of it.
• Stripe Processing Fee: The fee charged by Stripe, our payment processor, typically 2.9% + $0.30 per transaction. Stripe deducts it from the Group Organizer's payout. On a booking that carries a booking fee, the booking fee covers it.
• Refund Cutoff Date: The deadline set by the Group Organizer after which refunds may be denied or limited. If the Group Organizer does not specify a custom refund cutoff, the Platform defaults to 24 hours before the scheduled event start time.
• Force Majeure: Unforeseeable circumstances such as natural disasters or acts of God that may affect event scheduling and refund policies.

3. What Fees Are Charged

• When you pay for a booking through Famlo, you pay the event fee set by the Group Organizer plus a booking fee: Famlo's 3.7% of the price plus $1.79 per ticket, plus the cost of Stripe's payment processing, so the Group Organizer receives the full price they listed.
• The booking fee is already included in every price you see on Famlo, and it is shown as its own line, labelled “Booking fee”, at checkout before you pay. The total shown at checkout is the total amount charged to your payment method.
• The booking fee is the same whether you pay by card, digital wallet, or bank payment. It is a fee for booking through Famlo, not a charge for paying by card.
• Some Group Organizers choose to pay the booking fee themselves. On their listings you pay only the listed price.
• Scholarship bookings carry no booking fee, because Step Up For Students (or your other scholarship or ESA program) pays the Group Organizer directly and the money never passes through Famlo. See Section 3A.
• Paid classes and events booked through Famlo are paid online. Paying in cash or by check is not offered for them.
• Membership dues, each payment of a payment plan, and each payment of a monthly class carry the booking fee on every charge, shown as its own line. If you cancel a payment plan or monthly class yourself, any refund you are due covers the class, not the booking fee. A membership cancelled within its 7-day cooling-off period is refunded in full, booking fee included (Section 6.B). If the Group Organizer cancels, the booking fee is refunded with it.
• A membership or payment plan that began before October 9, 2026 keeps the fee terms it started on.
• If a Group Organizer adds a required agreement to a class or event after you paid for it, and you decline to sign it, the registration is cancelled and you get back everything you paid, including the booking fee (Section 5).

3A. Scholarship & ESA Payments

Some Group Organizers accept scholarship and education savings account (ESA) funding — for example, Florida Step Up For Students and similar ESA programs — for event registrations or memberships. Scholarship payments work as an invoice flow, not a card payment, and are handled differently from the fees described above:

• When you choose a scholarship payment, Famlo reserves your seat and generates a downloadable invoice that you submit to your scholarship or ESA program for reimbursement.
• No funds are processed through Famlo for scholarship transactions, and no card is charged. Famlo does not collect, hold, or disburse scholarship or ESA funds.
• The scholarship or ESA program pays the Group Organizer directly, outside of Famlo. The Organizer then marks the payment as received in their dashboard.
• Scholarship bookings carry no booking fee, because the program pays the Group Organizer directly and the money never passes through Famlo. Famlo's platform fee does not apply either — the Organizer keeps 100% of the scholarship payment.

Famlo is not a party to your scholarship or ESA program and does not determine, approve, guarantee, or expedite scholarship eligibility, funding, or disbursement. Approval and payment are governed solely by the rules of your scholarship or ESA program and the agreement between you, the program, and the Group Organizer. Scholarship payments are available only where the Group Organizer is an approved provider of the relevant program.

Because no payment is collected by Famlo for a scholarship seat, the card-refund process described in this policy does not apply to scholarship registrations. If a scholarship-held seat is canceled or an event does not occur, any reimbursement or reversal is handled directly between you, the Group Organizer, and your scholarship or ESA program, in accordance with that program's rules. Famlo can cancel the reservation and void the associated invoice but cannot return funds it never received.

4. Refund Control Responsibilities

A refund you ask for returns the price you paid for the class or event. The booking fee is non-refundable when you ask for a refund, unless the Group Organizer chooses to refund it too. If the Group Organizer cancels, or you were charged twice or otherwise in error, you get back everything you paid, including the booking fee.

• Before the Refund Cutoff Date:
• The Group Organizer is responsible for approving or denying refund requests for the event fee you paid. When a refund is issued in the refund window, you receive the full price you paid for the class or event. Stripe's processing fee on the original charge is retained by Stripe and is not deducted from what you receive.
• After the Refund Cutoff Date:
• Whether a refund is issued remains at the sole discretion of the Group Organizer. Famlo may, at its discretion, reverse its own fee in connection with a refund.

5. Refund Eligibility

• A full refund of the price you paid for the class or event may be issued if a member cancels their RSVP before the event's refund cutoff date. The booking fee is not refunded when you cancel, unless the Group Organizer chooses to refund it too.
• If an organization cancels a whole event, what you paid online is refunded automatically, booking fee included; for a pack of visits, that is every visit you had not used. If it cancels one date of a series, you get credit for that date and can choose a refund instead. If it cancels an appointment, it decides whether to refund. Money paid by scholarship, cash or check is not refunded through Famlo; ask the organization.
• Refunds requested after the cutoff are not guaranteed and may be partial or denied at the discretion of the Group Organizer.
• If you were charged twice, or charged in error, you get back everything you were wrongly charged, booking fee included.
• Agreements added after you paid: if a Group Organizer adds an agreement you must sign to a class or event you have already paid for, you may decline it instead. Declining cancels the registration and refunds everything you paid online, including the booking fee, whatever the refund cutoff. This applies to one-off bookings; for a program enrollment billed as a subscription, contact the Group Organizer.
• Time Limitation: All refund requests must be submitted within 90 days of the original payment date. Due to payment processor limitations, refunds cannot be processed for transactions older than 90 days, regardless of other eligibility criteria.

6. Group Membership Subscriptions

This section governs refunds and cancellations for paid group membership subscriptions, which are separate from individual event registrations.

A. Merchant of Record

For group membership payments, the Group Owner (operating through their connected Stripe account) is the merchant of record. This means the Group Owner is responsible for processing subscription payments, their business name appears on credit card statements, and they are primarily responsible for refund and dispute resolution. Famlo facilitates the payment but does not control Group Owner refund decisions.

B. Member Cancellation and Refunds

Users may cancel their group membership at any time through their account settings (Account → Subscriptions). Cancellation stops all future charges. Whether a refund is issued depends on when you cancel and which cancellation option you choose:

• Within 7 days of your first payment (cooling-off period): You may cancel for a full refund of that first payment. To receive it, choose “Cancel and refund my first payment” when you cancel. That option ends your access immediately and returns the first payment in full. If you instead choose to cancel at the end of your billing period, you keep access until the period ends and no refund is issued — both options are shown together, with this difference stated, whenever you are inside the cooling-off window.
• After the 7-day cooling-off period: No refund is issued. Your membership remains active and you keep access until the end of the period you have already paid for; no further charges will occur.

The 7-day window runs from the date of your first settled payment to that group, not from the date you joined or were approved. It applies once per membership: if you rejoin a group you previously left, a later payment does not start a new cooling-off period.

An eligible cooling-off refund returns the full amount the member paid, booking fee included. Famlo returns its fee on that refund, so the Group Organizer is not left carrying Famlo's fee on money they gave back.

C. Cancellations by the Group Owner or by Famlo (Prorated)

If Famlo cancels a membership — because the organization is closing its listing, or for system or compliance reasons — the member automatically receives a prorated refund for the unused portion of the current billing period.

If the Group Owner or a group leader removes a member, the member's dues stop at once and the unused part of the current billing period is refunded automatically, prorated, to the card that paid it. The Group Owner is the merchant of record (Section 6.A) and may refund more by hand, up to the whole of the last payment, or may instead let the membership run to the end of the period already paid for, in which case none of it is unused. Dues paid to the Group Organizer directly, outside Famlo, are not refunded through Famlo. If you are removed and believe more is owed, contact your Group Organizer first.

Famlo returns its platform fee on any refund issued under this section, so the amount returned is not reduced by it and the Group Organizer is not left carrying Famlo's fee on money they gave back. Stripe's own processing fee on the original charge is retained by Stripe and is not returned. This section applies only to owner/leader and system-initiated cancellations — not to ordinary member-initiated cancellations, which follow the cooling-off rule in Section 6.B above.

D. Automatic Renewal Notice

Group membership subscriptions automatically renew at the end of each billing period until canceled. Before an annual renewal, users will receive email notification not less than 30 and not more than 60 days before the renewal date; before a monthly renewal, users will receive a reminder at least 3 days in advance. Each notice includes the renewal amount, the renewal date, and cancellation instructions. Users may cancel at any time before the renewal date through their account settings to avoid the next charge.

E. Dispute Resolution

For disputes regarding group membership payments, users should first contact the Group Owner directly. If unresolved, users may contact Famlo at support@famlo.co. Famlo will facilitate communication but cannot compel Group Owner refund decisions.

6A. Famlo Organization Subscription (Plans Purchased From Famlo)

This section governs the optional monthly plan an organization buys from Famlo. It describes a different relationship from Section 6. Section 6 concerns dues a member pays to a Group Organizer, where the Group Organizer is the merchant of record and Famlo only facilitates the payment. This section concerns Famlo selling its own software to an organization, where Famlo is the merchant of record. Nothing in this section changes what a member pays, what a member is refunded, or a Group Organizer's obligations to its own members.

A. Merchant of Record

For Famlo Organization Subscriptions, The Hive Network, LLC is the merchant of record. The charge is made by Famlo on Famlo's own payment account — not on the organization's connected Stripe account — and appears on the organization's card statement as a Famlo charge. Famlo is solely responsible for billing, receipts, and refund decisions under this section, and the dispute process in Section 6.E does not apply here; write to us directly instead. An organization's own members are never charged for, and never billed through, that organization's Famlo plan.

B. Plans, Price, and Term

Famlo offers a Free plan at $0 per month and paid plans billed monthly, or yearly where a plan offers it (the Website plan). Current plan names, prices, and the features included in each are published at famlo.co/pricing and are shown in your organization's plan settings before you buy. There is no free trial on any paid plan. There is no setup or onboarding fee, no cancellation or exit fee, and no contract beyond the billing period you chose. A yearly plan is paid for the year in advance. Plans are purchased per organization; if you administer more than one organization, each is billed separately. Only a person with billing permission for the organization may buy, change, or cancel a plan.

C. No Plan Waives the Booking Fee or the Platform Fee

The booking fee and platform fee described in Sections 2 and 3 apply on every plan. The fee on any booking is fixed at the moment of booking and is never re-priced by a later plan change in either direction.

If a subscription payment fails, or the subscription is canceled or otherwise ends, the features the plan adds stop being available. On the Website plan that includes the organization's website, which goes offline the same day. Bookings already taken are unaffected. We will email the organization's owner when a plan payment fails, stating what changes as a result, and the organization's plan page shows the plan's current status.

D. Changing Plans (Prorated Both Directions)

An organization may move between paid plans at any time, and the change is prorated in both directions. On an upgrade we bill only the difference for the remainder of the current billing period, charged immediately to the card on file; the following month renews at the ordinary plan price. On a downgrade, the unused portion of what has already been paid is applied as a credit against the organization's next invoice rather than returned to the card. A change between monthly and yearly billing starts a new billing period that day: the full month or year is charged immediately, less a credit for the unused part of the current period. Moving from a paid plan to Free is a cancellation and is governed by paragraph E.

E. Cancellation and Refunds

An organization may cancel a paid plan at any time. Cancellation takes effect at the end of the current billing period, and the current period is not refunded. The organization keeps the plan and everything it includes through the end of the period it has already paid for, and no further charges are made. A cancellation may be reversed at any point before the period ends, which simply resumes ordinary renewal. Because there is no exit fee and no remaining commitment, cancellation costs nothing beyond the period already purchased.

Famlo Organization Subscription fees are otherwise non-refundable, except where a refund is required by law or where Famlo determines, in its discretion, that a billing error, a duplicate charge, or a material failure of the subscribed service warrants one. Requests should be sent to support@famlo.co within 90 days of the charge. This paragraph does not limit any right you have to dispute a charge with your card issuer.

F. Automatic Renewal

Paid plans renew automatically for the same period, each month or each year, at the then-current price until canceled. The price, the billing frequency, and the renewal terms are disclosed before purchase and require the organization's affirmative consent. We will email the organization's owner a reminder before each renewal — at least 3 days before a monthly renewal, and not less than 30 nor more than 60 days before a yearly one — stating the renewal amount, the renewal date, and how to cancel. If Famlo changes the price of a plan, the new price applies only to billing periods beginning after we have given the organization at least 30 days' notice, and the organization may cancel before that period begins.

G. How to Cancel or Change a Plan

In your organization's console, open Manage → Plan to switch plans, cancel, or resume a canceled plan. Billing history on that same page opens the Stripe billing portal, where you can view invoices and receipts and update the card on file. You may also cancel by emailing support@famlo.co from an address associated with the account; we will process it as of the date we receive it. No phone call, retention conversation, or written notice period is required to cancel.

H. Relationship to Sections 3A and 6

A Famlo Organization Subscription is not a group membership. Canceling a Famlo plan does not cancel, change, or refund any member's dues, and canceling or refunding a member's dues has no effect on the organization's Famlo plan. A Famlo plan is also not a fee on scholarship or ESA money. As stated in Section 3A, Famlo takes no percentage of scholarship or ESA funds and never receives them. A Famlo plan is a flat monthly software charge billed by Famlo to the organization's own operating funds. It is not calculated by reference to any scholarship or ESA award, invoice, or balance, and it does not vary with the number of scholarship students an organization serves. Organizations may not bill any part of a Famlo plan to a family, include it on a scholarship or ESA invoice, or seek reimbursement for it from any scholarship or ESA program.

7. Processing Timeline

Approved refunds are processed through Stripe and may take 5–10 business days to appear on your original payment method. A refund will not exceed the amount you originally paid.

8. Fee Transparency

Every price you see on Famlo already includes the booking fee, and checkout shows the booking fee as its own line before you pay. For a $250 term, the price shown is $269.15: the $250.00 the Group Organizer set and a $19.15 booking fee, of which $11.04 is Famlo's (3.7% plus $1.79) and $8.11 covers Stripe's processing. The Group Organizer receives $250.00. If you later ask for a refund, you receive the $250.00 back and the $19.15 booking fee is not refunded; if the Group Organizer cancels, you receive the full $269.15.

9. Force Majeure and Dispute Escalation

A. Force Majeure Events

Famlo is not responsible for refunding payments when event cancellations or modifications result from force majeure events, including but not limited to natural disasters, severe weather, power outages, pandemics, acts of God, civil unrest, government orders, or other circumstances beyond reasonable control. Refund decisions for events affected by force majeure are at the sole discretion of the Group Organizer.

B. Dispute Escalation Process

If a user disagrees with a refund decision:

• Step 1: Contact the Group Organizer directly through the Platform messaging system.
• Step 2: If unresolved within 10 business days, submit a dispute to Famlo at support@famlo.co with documentation of prior communications.
• Step 3: Famlo will review the dispute and may, at its discretion, mediate between parties or refund the booking fee where appropriate.

C. Platform Decisions

Famlo reserves the right to refund the booking fee or its platform fee in exceptional circumstances, including but not limited to verified technical failures, material event misrepresentation, or repeated organizer misconduct. Such decisions do not obligate the Group Organizer to refund event fees.

10. Refund Recordkeeping

Famlo retains refund transaction records for a minimum of 3 years to ensure regulatory compliance and auditability.

11. Requesting a Refund

Disputes regarding payments should be directed to Famlo support. We encourage users to resolve issues directly with the Group Organizer before initiating chargebacks.

12. Refund Denial Scenarios

Refund requests may be denied in situations including, but not limited to:

• The request is submitted after the refund cutoff and does not meet exception criteria.
• The event was attended in full or partially by the member.
• The refund request is abusive, fraudulent, or lacks sufficient justification.
• The Group Organizer is no longer active on the platform and event verification is not possible.

We encourage you to contact us before initiating a chargeback with your card issuer, as we may be able to resolve your concern more quickly through the dispute resolution process outlined above. Please note that chargebacks initiated without prior communication may delay resolution. Famlo reserves the right to recover costs associated with fraudulent or abusive chargeback claims through appropriate legal channels.

13. Legal Disclaimers

This Refund Policy does not constitute a warranty or guarantee of service. Famlo is not responsible for errors, omissions, or disputes involving the Group Organizer, including misrepresentation of event details or refund terms not listed on the platform.

All determinations of refund eligibility are final once rendered by the responsible party (Organizer or Platform, as outlined).

14. Policy Integration

This Refund Policy is incorporated by reference into Famlo’s Terms of Service and should be read in conjunction with the Privacy Policy and Acceptable Use Policy.

15. Time Zone and Currency

All dates, deadlines, and cutoff times referenced in this policy are based on Eastern Time (ET), United States. All monetary values are in U.S. Dollars (USD) unless otherwise noted.

16. Platform Fee Refund Criteria (Post-Cutoff)

Famlo considers platform fee refund requests after the cutoff on a case-by-case basis, considering:

• Whether the event was materially changed or misrepresented.
• Whether the user was blocked from attending due to technical or platform errors.
• Evidence of extenuating circumstances (e.g., emergency, bereavement).
• History of user refund abuse or prior reversals.

Decisions are final under this policy, though this does not affect your statutory rights under applicable consumer protection laws.

17. Third-Party Services

Famlo relies on third-party providers for payment processing, email communications, and virtual event infrastructure. We are not responsible for refunding charges resulting from outages, errors, or service failures caused by those third parties.

18. Governing Law and Venue

All refund-related disputes shall be governed by the laws of the State of Florida, United States. Any claim or dispute arising under this Refund Policy shall be subject to the exclusive jurisdiction of the courts located in Lee County, Florida.

Effective Date

This Refund Policy is effective as of October 10, 2026, and supersedes version 1.6.0. Prior versions are available on request. Continued use of Famlo after changes are made indicates your acceptance of the revised terms.