Refund and Cancellation Policy

Subscription Refund Policy

By purchasing an annual subscription, you agree to an initial pre-payment for one full year of service. You may pre-pay for more than one full year. After one year (or longer period, as applicable) and annually thereafter, you will be 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 below.

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.

General Member Refund Policy and Process

Refunds: Unless otherwise noted in this Policy, full refunds will only be issued within thirty (30) days of the first paid invoice of your subscription. After thirty (30) days, any unused months of your subscription will not be refunded. Please reach out to help@team.casa to review and process your cancellation and refund request.

Canceled orders or returned merchandise will generally 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 the customer paid for the original purchase net any deductions as stated by this policy.

Example: If you purchase a product for 1 Bitcoin and are due a full refund minus a Service Fee for the product under this Refund and Cancellation Policy, you will receive a refund of 1 Bitcoin minus the Service Fee (measured as a percent deduction as calculated by Casa), regardless of the currency exchange rate of Bitcoin at the time of the original transaction.

Bitcoin refunds will be processed to a Bitcoin address provided by you to Casa during the return process. Unlike traditional banking transfers, Bitcoin transactions are not revertible and a refund of an incorrectly transmitted payment cannot be enforced. Please note that you are fully responsible for the accuracy 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.

Credit card refunds will be refunded with the appropriate amount in USD to the cardholder‘s account and can take up to 3-5 business days to reflect on your statement.

For customers purchasing via an In-App Purchase: Casa is unable to process a refund at this time; please contact your IAP provider directly to request and process your refund.

Standard (formerly “Gold”) and Standard Plus Membership Cancellation and Refund Policy

Cancellation: If you for any reason would like to cancel your subscription you may do so, subject the provisions herein 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. Casa may issue a refund at its sole discretion.

If you are a Casa Standard (formerly “Gold”) member, please read the General Member Refund Policy and Process above to see if you qualify for a refund and how to initiate the request.

Premium (formerly “Platinum”) and Private Client (formerly “Diamond”) Membership Cancellation and Refund Policy

While Casa is under no obligation to issue a refund, it may do so at its sole discretion. If applicable, full refunds will only be issued within thirty (30) days of purchase minus a Service Fee for onboarding, including but not limited to the cost of the welcome package and onboarding session(s).

If a refund is issued between thirty (30) and ninety (90) days of purchase, it will be pro-rated minus a Service Fee for onboarding, including but not limited to the cost of the welcome package and onboarding sessions(s). After ninety (90) days, any unused months of your subscription will not be refunded. Please reach out to help@team.casa team to review and process your cancellation.

Enterprise Membership Cancellation and Refund Policy

While Casa is under no obligation to issue a refund, it may do so at its sole discretion. Typically, Enterprise members will not be refunded after purchase. Please reach out to bizdev@team.casa or your Client Advisor with any questions.

Add-On Sessions & Hardware Devices

In addition to our membership plans, Casa members may purchase standalone add-on services, including support sessions with Casa, hardware devices, and certain features.

In purchasing an add-on, you agree to be responsible for preparing for any appointment(s) and having all necessary items present at the beginning of the meeting – these will be listed in confirmation and/or reminder emails. If you are not prepared for your meeting, you will need to repurchase a new onboarding session. In certain instances, Casa may provide a discounted rate for this second booking.

Rebooking & No-shows: If you book and miss your appointment, you will need to repurchase your add-on service. You may reschedule these up to 1 hour in advance with no penalty by emailing help@team.casa.

In rare instances, Casa may be required to reschedule a meeting. In these instances, Casa will offer complementary rescheduling prioritizing the affected customers’ availability.

Refunds: Casa Members have 30 days from the purchase date to request a refund as long as the add-on has not been utilized. To request a refund, email help@team.casa within 30 days from purchase. YubiKeys purchased through Casa are non-refundable.

Support Call - Topic Resolution: When a Casa customer purchases a Support call, it is intended to cover a specific topic that is selected when booking the call. Our team’s priority will be to resolve the topic noted at booking during the Support call. Our team will assist with additional questions if appointment time permits. If continued assistance is required, please book additional sessions.

If we are unable to resolve your issue or answer your questions during the call due to a Casa based problem, we will provide a complimentary follow up call.

If we are unable to resolve your issue or answer your question during the call due to a customer based problem (e.g., missing hardware devices, etc.), you are able to book a second support call at a discount set at Casa’s discretion.

Pricing For Casa Customers as of June 21, 2023

Casa customers with an active Gold (now called, “Standard”) subscription as of June 21, 2023 will renew their subscription annually at One Hundred and Twenty US Dollars ($120) plus any applicable taxes until the customer makes a change to their plan or until the plan is canceled or terminated (i.e., ongoing until a change occurs).

Casa customers with an active Platinum (now called, “Premium”) subscription as of June 21, 2023 will renew annually at One Thousand and Eight Hundred US Dollars ($1,800) plus any applicable taxes until the customer makes a change to their plan or until the plan is canceled or terminated (i.e., ongoing until a change occurs).

Casa customers with an active Diamond (now called, “Private Client”) subscription as of June 21, 2023 will renew annually at Five Thousand US Dollars ($5,000) plus any applicable taxes until they make a change to their plan or until the plan is canceled or terminated (i.e., ongoing until a change occurs).

There will be no movement between these specially priced plans for Casa customers as of June 21, 2023. Casa members with an active subscription with this special pricing who make changes to their account will upgrade or downgrade into Casa’s current pricing (e.g. a Standard member with special $120 pricing will upgrade to Premium at its current price displayed here, not $1,800).

Effective date: December 4, 2024