Hoshin SpaceLegal

Refund & Dispute Policy

Effective: May 3, 2026·Last updated: August 7, 2026

This policy is publicly accessible at hoshinspace.com/legal/refunds as required by Stripe and applicable card network rules.

Hoshin Space operates as a software platform connecting service businesses with their clients. This policy covers two distinct situations: (1) refunds on Hoshin Space subscription fees, and (2) transaction disputes between a Service Provider and their End Client processed through the Platform. Read the section that applies to you.

PART A — Subscription Refunds

This section applies to Service Providers (businesses) paying Hoshin Space for a monthly subscription. Current pricing is Starter at $29/mo (formerly called "Basic" in earlier disclosures — same tier) and Pro at $59/mo. When an introductory promotion is in effect, new Starter subscribers are billed $10/mo for the first three (3) billing cycles before transitioning to the standard $29/mo rate; the promotion is not available on the Pro plan.

1. Free Trial

New Service Providers receive a 14-day free trial. Pro-tier scheduling capabilities — including recurring jobs and reminders — are enabled during the trial so the product can be evaluated. Taking card payments is not: connecting Stripe payouts and charging a saved card both require a paid subscription, so during the trial jobs are recorded as paid outside the Platform. No credit card is required to begin the trial. At the end of the trial period, access is suspended unless a paid subscription is selected. No charges are incurred during the trial period and no refunds are applicable.

2. Subscription Fee Refunds

2.1 General Rule

Subscription fees are charged monthly in advance and are non-refundable except as described in this Section. Hoshin Space does not offer pro-rated refunds for mid-cycle cancellations.

Situation Eligible for Refund? Notes
Cancellation mid-billing cycle No Access continues to end of paid period. No pro-rate issued.
Duplicate charge (billing error) Yes — Full Reported within 30 days. Refund issued within 5–10 business days.
Charge after confirmed cancellation Yes — Full Must be reported within 30 days of the erroneous charge.
Downgrade from Pro to Starter (mid-cycle) No Downgrade takes effect next billing cycle. No credit issued. Downgrading from Pro to Starter does not retroactively grant the Starter introductory promotion.
Trial-to-paid accidental charge Yes — Full If trial end date was unclear and charge was unexpected. Report within 7 days.
Service outage ≥ 72 consecutive hours Case-by-case Prorated service credit may be issued at Hoshin Space's discretion.
Dissatisfaction with Platform No We encourage use of the 14-day free trial before subscribing.
Termination for AUP violation No Accounts terminated for policy violations forfeit prepaid fees.

2.2 How to Request a Subscription Refund

To request a subscription refund for an eligible reason:

  • Email billing@hoshinspace.com with the subject line: "Subscription Refund Request."
  • Include your account email address, the date and amount of the charge in question, and a brief description of the issue.
  • Hoshin Space will review and respond within 5 business days.
  • Approved refunds are processed back to the original payment method within 5–10 business days depending on your card issuer.

Refund requests must be submitted within 30 days of the disputed charge. Requests outside this window will not be considered.

3. Subscription Cancellation

Service Providers may cancel their subscription at any time:

  • Through the account settings dashboard under Billing > Cancel Subscription.
  • By contacting support@hoshinspace.com with the subject line "Cancel Subscription."

Cancellation takes effect at the end of the current billing period. Access to the Platform continues through that date.

Cancelling a subscription does not delete your data. Following cancellation, Customer Data is retained and remains available for export from Settings for at least 30 days. To have it erased, request account deletion from Settings; personal information is then erased after a 30-day grace period during which you can still export it or cancel the request. Payment records — amounts, fees, refunds, and Stripe transaction identifiers — are retained in de-identified form for the periods described in Section 9 of the Privacy Policy, because tax recordkeeping rules and Stripe's compliance obligations require it.

There are no cancellation fees, no long-term contracts, and no penalties for cancelling at any time. Hoshin Space does not use negative option or auto-renewal dark patterns.

PART B — Transaction Disputes (End Client Charges)

This section applies to charges processed by a Service Provider against an End Client (the business's customer) through the Platform via Stripe Connect.

4. Who Is Responsible for Service Charges

IMPORTANT: Hoshin Space is not the seller of any service. All charges to End Clients are made by the Service Provider. Hoshin Space processes payment on behalf of the Service Provider but does not determine service pricing, quality, or whether a service was satisfactorily performed.

For any dispute about a charge made by a Service Provider through the Platform:

  • The Service Provider is the first point of contact. End Clients should contact the Service Provider directly using the contact information on their receipt.
  • Hoshin Space can assist in identifying the source of a charge and escalating unresolved issues, but cannot unilaterally issue refunds on behalf of a Service Provider.
  • If a Service Provider is unresponsive or the issue cannot be resolved, End Clients have the right to dispute the charge with their card issuer.

5. End Client Refund Process

5.1 Step-by-Step Resolution Path

Step Action Detail
1 Contact Service Provider Reach out directly using the phone number or email on your receipt. Describe the issue and your requested resolution. Allow 2 business days for a response.
2 Escalate to Hoshin Space If the Service Provider is unresponsive after 2 business days, email support@hoshinspace.com with your receipt, account email, and issue description. We will contact the Service Provider on your behalf.
3 Hoshin Space Mediation Hoshin Space will review the transaction record, job completion status, and relevant history. We will facilitate communication and, where appropriate, request that the Service Provider issue a refund. Allow 5 business days.
4 Card Issuer Dispute If the issue remains unresolved after Hoshin Space mediation, you have the right to file a dispute with your card issuer under applicable card network rules. Hoshin Space will cooperate with the card issuer's investigation.

5.2 Common Dispute Scenarios

Situation Eligible for Refund? Notes
Charged for a job that was never scheduled Yes — Full Service Provider should refund. Hoshin Space will escalate if unresponsive.
Charged for a job that was cancelled Yes — Full Depends on Service Provider's cancellation policy. Hoshin Space will assist.
Charged the wrong amount Yes — Partial Overage should be refunded. Contact Service Provider first.
Charged for a recurring job you cancelled Yes — Full Contact Service Provider to confirm cancellation in the Platform.
Dissatisfied with service quality Case-by-case Service Provider's discretion. Hoshin Space cannot compel a refund for quality disputes.
Duplicate charge for same job Yes — Full System error. Contact Hoshin Space directly. We will resolve promptly.
Unauthorized charge (card used without consent) Yes — Full Contact Hoshin Space and your card issuer immediately.

5.3 Refund Processing Time

When a refund is approved and processed through Stripe:

  • Refunds are initiated within 1–2 business days of approval.
  • Funds typically appear on the End Client's card statement within 5–10 business days, depending on the card issuer.
  • Debit card refunds may take longer depending on the issuing bank.
  • For direct bookings, Hoshin Space does not retain a platform fee — the full transaction (less Stripe’s processing fee) is refunded along with the underlying charge. A 5% platform fee will only apply to marketplace-sourced bookings if and when the Hoshin Space marketplace is activated; that fee, when applicable, is non-refundable once the transaction has been processed except in cases of confirmed system error or unauthorized charge. The marketplace is not currently active.

6. Chargebacks

6.1 End Client Rights

End Clients have the right to dispute any charge with their card issuer under Visa, Mastercard, American Express, and Discover chargeback rules. Filing a chargeback is a right protected by federal law (Fair Credit Billing Act) and card network rules. Hoshin Space will not penalize an End Client for filing a good-faith chargeback.

6.2 Chargeback Process

When a chargeback is filed:

  • The card issuer notifies Stripe, who notifies Hoshin Space and the Service Provider.
  • Hoshin Space provides the card issuer with transaction records, job completion data, and relevant documentation.
  • The card issuer makes a final determination within the timeframes prescribed by card network rules (typically 30–60 days).
  • If the chargeback is resolved in the End Client's favor, the charge is reversed and the Service Provider's Stripe balance is debited.

6.3 Fraudulent Chargebacks

Filing a chargeback for a legitimate charge (friendly fraud) is a violation of the End User Terms of Service and may result in restricted access to future services through Hoshin Space-powered platforms. Hoshin Space cooperates with card issuers in identifying patterns of fraudulent chargeback activity.

6.4 Service Provider Chargeback Liability

Service Providers are solely liable for chargebacks arising from their transactions. Hoshin Space is not liable for any chargeback losses. Stripe may impose chargeback thresholds; excessive chargebacks may result in Stripe suspending a Service Provider's payment processing capabilities.

7. Stripe's Role

All payment processing on the Platform is provided by Stripe, Inc. Stripe's own refund and dispute policies apply in addition to this Policy. In the event of a conflict, Stripe's policies and card network rules govern payment processing outcomes.

  • Stripe's refund documentation: stripe.com/docs/refunds
  • Stripe's dispute documentation: stripe.com/docs/disputes

8. Contact for Refund & Dispute Matters

9. Updates to This Policy

Hoshin Space may update this Policy from time to time. The current version is always available at hoshinspace.com/legal/refunds. For material changes, Service Providers will receive at least 14 days' written notice. End Clients will be notified via email where an address is on file.

Hoshin Space (Saldana Tech LLC) | billing@hoshinspace.com | hoshinspace.com/legal/refunds