Refund & Cancellation Policy

Dovtail Records Management, LLC offers its software and services as annual subscriptions. This policy explains how cancellation and refunds work for subscriptions and for one-time setup services. It applies unless your written agreement says otherwise.

Annual subscriptions

• Subscriptions are billed once per year, in advance, for a 12-month term.
• Because the full term is paid up front and the service is available to you for the whole term, subscription fees are non-refundable, including for partial or unused periods.
• You may cancel at any time. Cancelling stops the next renewal; you keep full access until the end of the term you already paid for.

Setup services: site building, digitizing, and onboarding

Custom website builds, record digitizing, and onboarding are one-time services priced in your written quote, separate from the subscription.

• If you cancel before work begins, we will refund any deposit or prepayment in full.
• Once work has begun, fees are non-refundable for work already performed. We will refund any prepaid amount for work not yet started.

Renewals

Subscriptions renew each year at the then-current rate unless you cancel before the renewal date. We will email you before each renewal. To avoid being charged for the next term, cancel before the renewal date.

Exceptions we will make

• Billing errors: if you were charged the wrong amount or charged twice, we will correct it and refund the difference.
• Unwanted renewal: if you did not receive a renewal notice and contact us within 7 days of the charge, we will refund the renewal.
• Service not delivered: if the service is materially unavailable or does not work as described and we cannot fix it within a reasonable time, we will refund the affected portion of the term.

How to cancel or request a correction

Email hello@dovtail.app with your organization name and what you need. We reply within 2 business days. Approved refunds are returned to the original payment method within 5–10 business days.

Payment disputes

Please contact us before disputing a charge with your bank so we can resolve it quickly.