Refund Policy

1. Quick Summary

The table below summarizes our refund position on each type of fee. Detailed terms follow in Sections 2 through 9.

Fee

Refundable?

Notes

$10 admin fee (parent)

No

Charged only at offer acceptance. Non-refundable once charged, except bona fide error or where required by law.

$3 platform fee (per invoice)

No

Added to each tuition invoice. Non-refundable.

Parent Premium ($2.99/mo)

No

Cancel anytime. Access continues to end of paid period. No refund for partial periods.

Daycare Premium ($11.99/mo)

No (free first month)

First-time subscribers get the first month free. Cancel during free month at no charge. No refund after first paid month.

Promoted listings ($29 / $69 per month)

No

Cancel anytime to stop future billing. Pro-rated credit only if ZuKeepr fails to deliver placement due to technical issue.

Tuition and daycare-charged fees

Per daycare's policy

Set by individual daycares. See your daycare's published refund policy on the Platform.

Bona fide errors (any ZuKeepr fee)

Yes

Refunded to original payment method within 5-10 business days.

2. ZuKeepr's Role

2.1 ZuKeepr is a technology platform. We charge our own platform fees ($10 admin fee, $3 per-invoice fee, premium subscriptions, and promoted listing fees) and process tuition payments on behalf of daycares using Stripe Connect.

2.2 We adjudicate refunds for fees that ZuKeepr charges directly. We do not adjudicate refunds for tuition or other charges set by individual daycares — those are governed by each daycare's own refund policy, which the daycare is required to publish on the Platform.

3. ZuKeepr Fee Refunds

3.1 $10 Administrative Fee (Parents)

The $10 administrative fee is charged to a parent only when both of the following occur: (a) a daycare formally accepts the parent's application and extends an offer of enrollment, and (b) the parent accepts that offer through the Platform.

Once charged, the $10 administrative fee is non-refundable, except in the case of a bona fide error or where required by law.

3.2 $3 Per-Invoice Platform Fee

The $3 per-invoice platform fee is added to each tuition invoice processed through the Platform. It is non-refundable, except in the case of a bona fide error.

3.3 Parent Premium Subscription

Parent Premium is USD $2.99 per month, billed monthly. You may cancel at any time through your account dashboard; cancellation takes effect at the end of the current paid billing period. No refunds are issued for the current paid period or for partial periods.

3.4 Daycare Premium Subscription

Daycare Premium is USD $11.99 per month, billed monthly. First-time subscribers receive their first month free; cancellation during the free month results in no charge. After the first paid month begins, no refunds are issued for any paid month or partial period. You may cancel at any time to prevent future billing.

3.5 Promoted Listings

Promoted listings (USD $29 per month single-city, or USD $69 per month three-city) are billed monthly and non-refundable for the current billing period. You may cancel at any time to stop future billing.

ZuKeepr does not guarantee any specific number of impressions, clicks, applications, enrollments, search ranking outcomes, or revenue resulting from a promoted listing. Placement and slot availability are subject to the terms set out in the Daycare Agreement.

If ZuKeepr fails to deliver a promoted placement due to a technical issue on our end (for example, the listing did not appear when it should have), we will issue a pro-rated credit for the period of non-delivery, as our sole liability for such non-delivery.

4. Tuition and Daycare-Charged Fees

4.1 Tuition refunds and other daycare-set refunds are governed by the policy of each individual daycare. ZuKeepr does not set tuition refund policies and is not a party to refund disputes between parents and daycares regarding tuition.

4.2 Each daycare listed on the Platform is required to publish its own refund policy through the Platform, and to make that policy available to parents before the parent accepts an offer of enrollment. You should review the daycare's refund policy carefully before accepting an offer and before each payment cycle.

4.3 If your daycare authorizes a tuition refund, ZuKeepr will facilitate the processing of that refund through Stripe. ZuKeepr does not initiate, deny, or override tuition refund decisions made by the daycare.

4.4 If you believe your daycare has refused to honour its own published refund policy, you may contact support@zukeepr.com. ZuKeepr will, in good faith, review the daycare's published policy and may engage the daycare on your behalf, but ZuKeepr is not obligated to compel a refund and makes no representation about the outcome.

5. Daycare Closure or Loss of Authorization

5.1 If a daycare ceases operations, has its license, registration, or other authorization suspended, revoked, surrendered, or not renewed, or closes its ZuKeepr account, automated tuition billing through the Platform is stopped as soon as ZuKeepr becomes aware of the closure or loss of authorization.

5.2 Effect on tuition payments. Tuition refunds in these scenarios are governed by the daycare's published refund policy and applicable law. Specifically:

• Care not yet started. If your child has not yet started attending the daycare and a closure or loss of authorization occurs before the start date, the daycare's refund policy governs the refundability of any deposits or pre-paid tuition already collected. ZuKeepr will facilitate refunds that the daycare authorizes;
• Mid-cycle closure. If care has begun and a closure or loss of authorization occurs mid-cycle, refundability of pre-paid tuition for the unused portion of the cycle is governed by the daycare's published refund policy and any applicable consumer protection law;
• Funds already transferred. Tuition that has already been transferred to the daycare under Stripe Connect is held by the daycare, not by ZuKeepr. Recovery of those funds in a closure scenario is a matter between the parent and the daycare (or the daycare's creditors in the event of insolvency).

5.3 ZuKeepr does not guarantee the recovery of funds owed to parents by a closed, insolvent, or de-authorized daycare and is not responsible for such recovery.

5.4 ZuKeepr will assist with payment cancellation in good faith, including by terminating automated billing on the Platform for the affected enrollments and confirming cancellation with affected parents by email. This assistance does not constitute a guarantee, indemnity, or assumption of liability for any amounts owed to or by the closed daycare.

6. Bona Fide Errors

6.1 If you believe a fee was charged in error — for example, a duplicate charge, a charge made after you cancelled, or a charge made to the wrong account — contact ZuKeepr at support@zukeepr.com within thirty (30) days of the charge.

6.2 Bona fide errors will be refunded to the original payment method within five (5) to ten (10) business days following approval, in line with Stripe's standard refund processing timing. Actual receipt of funds in your bank or card account depends on your financial institution.

6.3 The thirty-day reporting window for bona fide errors does not limit any right you have under applicable law to dispute charges over a longer period.

7. How to Request a Refund

7.1 To request a refund, contact ZuKeepr at support@zukeepr.com with the following information:

• Your account email address;
• The date and amount of the charge in question;
• A brief description of the reason for the refund request;
• Any supporting documentation (e.g., screenshots, daycare correspondence).

7.2 Response and decision timeline:

• Initial response: within five (5) business days of receipt of your request;
• Decision: within ten (10) business days of receipt, except where additional investigation or third-party input (e.g., from a daycare) is required, in which case ZuKeepr will keep you informed of the expected timeline;
• If approved, refund processed within five (5) to ten (10) business days of decision, returned to the original payment method.

7.3 Approved refunds are returned to the original payment method only. ZuKeepr does not issue refunds via cheque, bank transfer to a different account, gift card, or other methods.

8. Chargebacks and Payment Disputes

8.1 If you have a concern about a charge, we ask that you contact ZuKeepr support before initiating a chargeback or payment dispute with your financial institution. ZuKeepr is generally able to resolve legitimate billing concerns faster than the chargeback process.

8.2 By using the Platform and authorizing charges, you agree to contact ZuKeepr in good faith and give ZuKeepr a reasonable opportunity to investigate and respond before initiating a chargeback or payment dispute. This is a contractual obligation between you and ZuKeepr.

8.3 Statutory rights preserved. Nothing in this Refund Policy or any related agreement waives, limits, or restricts your statutory rights, including without limitation:

• Rights under applicable consumer protection law (including the British Columbia Business Practices and Consumer Protection Act, the U.S. Texas Deceptive Trade Practices-Consumer Protection Act, and equivalent statutes in your jurisdiction);
• Rights under your card network's rules (Visa, Mastercard, American Express, Discover);
• Rights under your bank's terms or under banking law;
• Rights under NACHA Operating Rules with respect to ACH transactions, including consumer rights to dispute unauthorized debits;
• Other non-waivable rights under applicable law.

8.4 If you initiate a chargeback or payment dispute without first contacting ZuKeepr support, ZuKeepr may:

• Flag your account for review;
• Require pre-contact with support before any future charge dispute is raised;
• Suspend or terminate your account in cases of repeated chargeback behaviour, particularly where chargebacks are filed in bad faith or after a legitimate service has been delivered.

8.5 ZuKeepr maintains dispute evidence including consent records, communications, and proof of service for each charge. This evidence is submitted to your card network or bank in response to any chargeback.

9. Special Cases

9.1 Account Termination by ZuKeepr

If ZuKeepr terminates your account for material breach of our terms (e.g., fraud, misrepresentation, off-Platform tuition collection by a daycare), prepaid premium fees and promoted listing fees are non-refundable. The $10 administrative fee, where already charged, is non-refundable.

9.2 Account Closure by User

If you close your own account, any active premium subscription continues until the end of the current paid billing period, after which it ends. No refund is issued for the current period.

9.3 Changes in Pricing

If ZuKeepr changes the price of a recurring subscription or service, you will be notified at least thirty (30) days in advance of the change taking effect. You may cancel the subscription before the new price takes effect to avoid being charged at the new rate.

9.4 Promotional and Trial Credits

Promotional credits, discounts, and free trial periods are not redeemable for cash and are not refundable in cash. They expire according to their stated terms.

10. Disputes Under Applicable Law

10.1 Nothing in this Refund Policy limits any rights you may have under applicable consumer protection law, including the British Columbia Business Practices and Consumer Protection Act, similar provincial legislation, or applicable U.S. federal and state consumer protection law (including the Texas Deceptive Trade Practices-Consumer Protection Act).

10.2 If you believe ZuKeepr has not honoured this Refund Policy or your rights under applicable law, you may contact your local consumer protection authority.

11. Changes to This Refund Policy

11.1 ZuKeepr may update this Refund Policy from time to time. Material changes will be communicated via email or in-app notice at least thirty (30) days before they take effect.

11.2 The version of this Refund Policy that applies to any given transaction is the version in effect at the time the transaction is initiated.

12. Contact

Refund requests and questions about this Refund Policy can be sent to:

ZuKeepr Inc.

914 Graythorpe Place, Victoria, British Columbia, Canada

support@zukeepr.com

zukeepr.com

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