Cancellation and Refund Policy

This policy is part of Harbor’s Terms of Service and applies to new subscriptions accepting this version. Existing subscriptions keep their agreed protections until a change takes effect under the applicable notice or amendment provisions.

1. How to cancel

Practice Owners can cancel at any time:

• In the dashboard: Settings → Billing → Cancel subscription. Confirming sends an email receipt.
• Through the Stripe customer portal: Settings → Billing → Manage subscription → Cancel.
• By email: send a cancellation request from your Practice Owner email to chance@harboroffice.ai. We confirm receipt within one business day and process within three business days.

2. When cancellation takes effect

Cancellation is end-of-period. When you cancel:

• Your subscription is marked for cancellation at period end immediately.
• You keep full access to the Service through the end of the current billing cycle.
• No further charges occur after the current cycle ends.
• At the end of the cycle your subscription terminates and the data-export window opens.

Cancelling during the free trial. If you cancel before your 30-day free trial ends, no charge is ever made and there is nothing to refund. Access continues to the end of the trial window. The paragraphs below describe a paid billing cycle and apply from your first charge onward. An individually approved trial follows its written duration and conversion conditions, including any no-card arrangement or billing hold.

We do not prorate refunds for a partial month. When you cancel mid-cycle you have already paid for the current cycle and you keep access for the remainder of it. Cancelling on day one of a cycle leaves you with full access for the remaining days to finish patient handoffs.

3. Reactivation

You can reactivate a cancelled subscription at any time before the current cycle ends, from the same billing settings. No new sign-up, and no loss of data or settings.

After the cycle ends and the subscription terminates, reactivation requires a new sign-up, but Harbor preserves your practice’s data (see section 6) so you can pick up where you left off as long as you reactivate within 90 days.

4. Refunds

4a. 30-day money-back guarantee (first cycle only)

Within the first 30 days of your initial paid subscription, you may request a full refund for any reason. No questions asked. The process:

• Email chance@harboroffice.ai from the Practice Owner address with the subject line “30-day refund request”.
• We process the refund within 5 business days back to the original payment method.
• Your subscription terminates on refund, and the data-export window (section 6) opens.

This guarantee applies to your first paid subscription only. It is not available on a re-subscription, and it is not available after the first 30 days of any individual subscription have elapsed.

4b. After the 30-day window

After the first 30 days, Harbor’s default is no refunds, because:

• We do not charge setup fees, so there is no upfront cost to refund.
• Cancellation is end-of-period (section 2), so you keep what you paid for.
• The Service is delivered continuously; once delivered, the value is realized.

We will issue a refund on a case-by-case basis in these specific situations after the 30-day window:

• Service outage: if Harbor was unavailable for more than 8 cumulative business hours in a single billing cycle, we prorate a refund for the downtime on request.
• Duplicate charge: if you were billed twice for the same cycle, we refund the duplicate within 5 business days.
• Material misrepresentation: if a feature you signed up for materially does not work as represented, and we cannot fix it within 30 days, we refund the current cycle on request.

Nothing in this section limits any refund right you have under applicable law.

5. Your price if you cancel and come back

Harbor’s published prices are Solo and Group (see the Pricing page and Terms of Service §4). Signed pilot rates and other written price protections are honored under the terms of the signed agreement.

If you cancel and later re-subscribe, you subscribe at Harbor’s published price for a practice of your size at that time. If published prices have changed in the interim, the current price applies unless your signed agreement provides otherwise. Any conditions on keeping or restoring a pilot rate are governed by that agreement.

Within the same billing cycle, cancelling and reactivating before the cycle ends leaves your subscription and price unchanged.

6. What happens to your data after cancellation

When your subscription ends, Harbor provides a 90-day export-access window to support continuity-of-care handoffs to your next provider or EHR, HIPAA right-of-access requests from your patients, and export through the dashboard’s available tools or Harbor support. Cancelling a renewal before period end does not start this window early. A refund that terminates service starts the window when termination takes effect.

The 90-day export window is not a blanket deletion deadline. Records with longer retention obligations remain subject to those obligations and the signed BAA:

• Clinical records. The retention period is set by the law of the state where your practice operates and by your licensing board, not by Harbor. Periods vary by state and by record type, and are commonly longer for minors; check the rule that applies to your practice. Harbor preserves your clinical records for at least the applicable period after your subscription ends. Work with Harbor on access and export requests; the signed BAA and applicable law govern return, retention and destruction.
• Audit logs. Retained 7 years regardless of subscription status.
• Billing records. Harbor’s retention commitment is 7 years, subject to any longer applicable requirement or legal hold. This is not a statement that every tax rule requires the same period.

Harbor honors whichever period is longest: your state’s requirement or your licensing board’s. The scheduled retention process does not delete charts, clinical notes, treatment plans, or assessments. A general retention default cannot override the signed BAA, an applicable hold, or a longer requirement.

Return or destruction is coordinated under the signed BAA. If return or destruction is infeasible, Harbor documents the reason, preserves the BAA’s protections, and limits further use to that purpose. Export access, return of a copy, retention, and destruction are separate steps. Contact privacy@harboroffice.ai to arrange a records handoff or disposition request; the end of the export window is not a blanket deletion instruction.

7. Patient communications during the cancellation window

Once you cancel, through the end of the cycle:

• Scheduled patient SMS and email reminders continue to send.
• Ellie continues to answer your calls.
• Transactional emails continue (intake links, post-call summaries, appointment reminders).

After the cycle ends:

• Ellie is decommissioned. Inbound calls to your Harbor number reach voicemail or a “this number has moved” message, per your post-cancellation routing setting.
• Patient portal access ends. Patients who try to log in are told the practice has changed systems and to contact the practice directly for records.

8. Material changes to this policy

If Harbor materially changes this policy — for example by tightening the retention window or shortening the refund guarantee — we give at least thirty (30) days’ notice by email and by a banner in the dashboard. You may cancel before the change takes effect. Publication alone does not shorten an existing notice period or remove accrued refund, export, or retention rights. Any mutually agreed earlier amendment must be recorded separately.

9. Contact

See also: Terms of Service · Privacy Policy · Pricing