Refunds and cancellation

A one-off document package

30-day money-back guarantee. You can preview the whole document free before you pay, so you know what you are buying. If it is not what you needed, email us within 30 days of your purchase and we will refund it in full. You do not need an account and you do not need to explain yourself.

One narrower case, stated on its own screen too: the Sign Together option depends on the other party finishing their half online. If they never do, that part of it cannot be delivered, and the notice on that product says so before you buy.

A Guidepost Landlord Pass subscription

Cancelling stops the next payment. It does not cut you off. Your Pass keeps working until the end of the period you have already paid for, and then stops. That is how the code works rather than a courtesy: cancelling sets the subscription to end at the period end, and access is granted for as long as that period has not passed.

You cancel from the Account tab in the app. It is two taps and it takes you to Stripe. There is no retention offer, no are-you-sure chain, and nothing to phone.

Cancelling does not refund a period you have already paid for. If you think a refund is owed on a subscription, email us and a person will look at it. We would rather you asked than assumed.

If a renewal payment fails, we email you and nothing is switched off while your card is retried. If it never goes through, the subscription is cancelled in the end, and you will have heard from us before that.

How to ask, and who answers

Email support@guidepostcanada.ca with your order details, or use the support form, which gives you a reference you can quote. A person reads it. There is no refund button in this product for anybody, including us: a refund is issued by hand in Stripe, which is also why nobody at Guidepost can issue one by clicking something on an admin screen.

Once a refund is issued, Stripe returns the money to the card it came from. Our terms state that refunds are processed within 5 to 10 business days. How quickly it then appears on your statement is your bank's timing rather than ours, and we cannot speed it up.