CottageOps

Refund Policy

Effective date: 2026-04-29 (DRAFT)

This policy covers two distinct relationships: (1) refunds on your CottageOps subscription (between you and CottageOps), and (2) refunds on customer orders (between you, the baker, and your customer). They are governed by different rules.

1. CottageOps subscription refunds

Monthly subscriptions

Cancellation takes effect at the end of the current paid billing period. We do not pro-rate or refund partial months by default. If we caused a material defect (e.g., extended service outage during your billing period), email us and we will pro-rate or credit you in good faith.

Annual subscriptions

Annual plans are non-refundable except in the case of a material defect we caused. If you cancel mid-year, your service remains active until the end of the paid term.

Lifetime-Lock subscriptions

Lifetime-Lock is refundable in full within 30 days of purchase — this 30-day window functions as a soft trial. After 30 days, refund treatment matches the Annual rules above. Lifetime-Lock seats refunded within 30 days are returned to the public 100-seat pool.

2. Customer order refunds (baker ↔ customer)

Refunds for customer orders are between you (the baker) and your customer, governed by your published policy. Cottage-food goods are perishable, and your published refund stance should reflect that.

CottageOps facilitates Stripe refunds: from your dashboard you can issue a full or partial refund to a customer's order in one click. We do not adjudicate the dispute. We do not charge a fee for issuing a refund, although Stripe's standard fee for the original charge is generally not returned by Stripe.

If a customer initiates a chargeback through their bank, the dispute is handled through Stripe's standard process. The baker (you) is responsible for the chargeback outcome. CottageOps will surface dispute notifications in your dashboard but does not represent you to Stripe or the customer's bank.

3. Recommended escalation path for customers

  1. Customer contacts the baker directly (email or phone listed on the order receipt) within a reasonable window.
  2. Baker reviews the issue and, if appropriate, issues a refund from the CottageOps dashboard.
  3. If the baker and customer cannot resolve the dispute, the customer may open a Stripe dispute through their bank. Both parties will be notified.

4. How to request a subscription refund

For CottageOps subscription refund requests (monthly, annual, or Lifetime-Lock 30-day window), email tianfang_pku@hotmail.com with your account email and the reason for the request. We respond within 3 business days.