Government agencies, municipalities, departments, authorities, and other public-sector customers are governed by the applicable executed agreement, including any Master Services Agreement, Order Form, Statement of Work, Purchase Order, Pilot Agreement, Amendment, Change Order, or other written contract.

Refund rights, cancellation rights, payment obligations, service credits, termination rights, and early termination terms are determined by the applicable executed agreement.

If this Refund & Cancellation Policy conflicts with an executed government agreement, the executed agreement controls.

Fees for services already provided, implementation work already performed, completed setup work, or non-cancellable commitments incurred by CitywideLink are generally non-refundable unless required by the applicable agreement or law.

CitywideLink Communities customers, including property management companies, apartment communities, HOAs, neighborhood organizations, and similar organizations, may be billed monthly, annually, or according to another agreed billing schedule.

Customers may cancel future renewal according to the cancellation terms associated with their plan or written agreement.

Cancellation prevents future renewal but does not automatically create a refund for charges already paid.

Unless otherwise required by law or stated in a written agreement:

• Monthly subscription fees are non-refundable once the applicable billing period begins.

• Annual subscription fees are non-refundable once the annual service term begins.

• Setup, onboarding, implementation, customization, migration, training, and other one-time service fees are non-refundable once the related work has begun.

• Add-ons, additional capacity, and similar purchases are non-refundable once activated or made available.

CitywideLink may provide a credit, partial refund, billing adjustment, or other remedy when appropriate.

Resident-initiated rent payments processed through CitywideLink Communities are received by the participating property-management organization, not by CitywideLink. Refunds, returns, and disputes for those resident rent payments are governed by the property-management organization’s policies and applicable law, as further described in the Terms of Service.

Free trials and free pilots do not create a refund entitlement because no subscription charge is collected for the free portion of the service.

Customers will not automatically be converted to paid service solely because a trial or pilot ends unless they separately agree to paid service and any required billing authorization has been completed.

Paid pilots are governed by the applicable pilot agreement, order form, contract, or other written terms.

Customers who believe they were charged more than once, charged the wrong amount, charged after a valid cancellation, or otherwise billed incorrectly should contact CitywideLink promptly.

Verified billing errors may be corrected through a refund, credit, invoice adjustment, payment reversal, or other appropriate correction.

CitywideLink may investigate transactions that are declined, reversed, disputed, charged back, reported as unauthorized, or suspected of fraud or abuse.

A payment dispute or chargeback does not by itself cancel an underlying contract or payment obligation.

Customers are encouraged to contact CitywideLink at billing@citywidelink.com before initiating a payment dispute so the issue can be reviewed.

Temporary outages, scheduled maintenance, third-party service interruptions, or issues affecting an individual feature do not automatically qualify a customer for a refund.

If a Service Level Agreement or other written agreement provides credits or remedies, those terms will apply.

Customers may cancel future renewal according to the terms applicable to their service.

Unless otherwise stated:

• Cancellation affects future service periods.

• Cancellation does not automatically refund the current billing period.

• Cancellation and refund requests are separate actions.

• Cancelling an account does not automatically create a refund.

If CitywideLink terminates a prepaid service without cause and no applicable written agreement specifies another remedy, CitywideLink may provide a prorated credit or refund for prepaid service that will not be provided.

If service is suspended or terminated because of non-payment, fraud, abuse, unlawful activity, a violation of the Terms of Service, Acceptable Use Policy, or an applicable agreement, amounts previously paid are generally non-refundable unless required by law or contract.

Government customers may have negotiated:

• Early termination rights

• Termination for convenience

• Termination for cause

• Non-appropriation / funding clauses

• Prorated refund terms

• Other public-sector contract terms

These are governed by the executed government agreement.

Voluntary support contributions or donations are generally non-refundable once processed.

Exceptions may be considered for duplicate transactions, processing errors, unauthorized transactions, or where required by law.

Sponsorship payments are governed by the applicable sponsorship agreement, campaign terms, order, or other written agreement.

Cancellation of a sponsorship does not automatically create a refund.

Fees for setup, implementation, configuration, custom development, data migration, consulting, training, or similar services are generally non-refundable once work begins.

Add-ons, additional capacity, upgraded service limits, and similar purchases are generally non-refundable once activated or made available.

Approved refunds will generally be returned to the original payment method when possible.

Processing times may vary depending on Stripe, the payment method, bank, card issuer, or financial institution.

CitywideLink does not control how long a financial institution takes to post an approved refund after it has been processed.

CitywideLink may issue an account credit instead of a monetary refund where appropriate.

Credits may be subject to expiration dates, service limitations, contract terms, or account-status requirements.

Customers may contact CitywideLink Billing at billing@citywidelink.com.

Requests should include when available:

• Customer or organization name

• Government or community name

• Invoice number

• Transaction number

• Date of charge

• Amount charged

• Reason for the request

Submitting a refund request does not guarantee approval.

If a customer has a separately executed agreement with CitywideLink, including a government agreement, property management agreement, enterprise agreement, pilot agreement, SOW, Order Form, Purchase Order, SLA, Amendment, or Change Order, the applicable written agreement controls if there is a conflict with this policy.

CitywideLink may update this policy from time to time.

The effective date at the top identifies the current version.

Changes to the public policy do not retroactively modify an executed agreement unless that agreement expressly allows it.