This article summarizes the refund policy for Casa Memberships and the Casa Store. Please see our user agreement for a comprehensive explanation of our policy.
Subscription Refund Policy
By purchasing an annual subscription, you agree to an initial pre-payment for one full year of service. After one year and annually thereafter, you will be automatically billed a recurring annual subscription fee at the then-current annual subscription rate. We will notify you before the renewal fee is billed. You may cancel your annual subscription anytime before the next billing cycle, subject to the terms of our cancellation policy.
Free trials of our membership are only available in the Gold membership tier and are only valid for 30 days. You will be notified via email of your annual subscription payment before you are charged to the method of payment provided.
Automatic renewal terms: We will bill your credit card on file at the end of your subscription. If you are paying using BTCPay, you will be invoiced and your subscription will be renewed once payment has been received.
Cancellation policy: If you for any reason would like to cancel your subscription you may do so by logging in to your account here: https://app.keys.casa/
Simply click "Settings" after you log in, and the option to cancel is in the upper-right corner.
Gold Membership Cancellation Policy
If you're still within the 30-day trial period, cancellation is available as a self-service option when you log into your Casa account at https://app.keys.casa/
If you did not self cancel prior to the end of your trial period, and were charged, full refunds can be issued upon request to [email protected] within thirty (30) days of the first paid invoice of your subscription. After thirty (30) days of your first paid invoice, any unused months of your subscription will not be refunded.
Platinum and Diamond Membership Cancellation Policy
Full refunds will only be issued within thirty (30) days of purchase minus the cost of the hardware and shipping costs incurred. Please reach out to the Client Services team to process your cancellation.
Casa Store Refund and Return Policy
To qualify for a full refund, the product(s) must be returned unused and sealed in the original package with all original materials provided in their complete condition within fifteen (15) days. We will issue a full refund of your order minus the original shipping charges and your return shipping fees. If an order is canceled before your item was confirmed as shipped a full refund will be issued. To process your return and cancel an order please contact us at [email protected] with your purchase order number.
If an item you ordered is damaged or defective at the time of its receipt you may return it to get a replacement of the product. To start the return process please contact us at [email protected] referencing your purchase order number. The return must be initiated within fifteen (15) days upon the receipt of the product. A replacement order will be shipped when the original item is received and processed at our Casa Store.
Canceled orders or the returned merchandise will be refunded to the customer (a) using the same payment method used by the customer for the original purchase, and (b) in the same currency and amount that customer paid for the original purchase. To illustrate the foregoing, if a customer originally purchases a product for 1 Bitcoin, and is due to a full refund for such product under this Return Policy, that customer will receive a refund of 1 Bitcoin for such product, regardless of the currency exchange rate for such Bitcoin at the time of the original purchase. Bitcoin refunds will be processed to a Bitcoin address provided by you to our Support Center during the return process. Credit card or debit card refunds will be refunded with the appropriate amount in U.S. Dollars to the cardholder‘s account. Unlike traditional banking transfers, Bitcoin transactions are not reversible and a refund of an incorrectly transmitted payment cannot be enforced. Please note that you are fully responsible for the correctness of the provided Bitcoin address and that you hereby agree that you bear any consequences and financial loss incurred from providing incorrect payment instructions to our service processing facility.