Refund and Cancellation Policy

This Refund and Cancellation Policy applies to memberships purchased from Ground through our website or any other approved sales channel.

This policy should be read together with the member's package selection, checkout disclosures, and any additional membership terms we provide at the time of purchase.

Ground offers fixed-term memberships of 3, 6, or 12 months. By purchasing a package, the member agrees to the selected fixed term and the pricing attached to that term.

The fixed term is intended to be binding for its duration, subject always to the member's rights under applicable law and this policy.

A member may request cancellation before expiry of the fixed term by giving Ground at least 20 business days' written notice, or such other notice period as may be required by applicable law.

If a member cancels before the end of the fixed term, Ground may charge a reasonable early cancellation fee where permitted by law. Any such fee will be determined with reference to factors such as the remaining term, benefits already granted, promotional pricing applied, services already rendered, and reasonable administration or acquisition costs.

Ground will not impose a punitive cancellation fee and will not retain amounts for services not yet rendered except to the extent permitted by law and this policy.

Once the fixed term has ended, the member may cancel without an early cancellation penalty, subject to any notice requirements contained in the applicable membership terms or renewal arrangements.

If a membership continues after the initial fixed term, any post-term cancellation will be handled in accordance with the renewal or continuation terms then in effect.

Membership fees for periods already used, activated, or consumed are generally non-refundable.

If a member is entitled to cancel and a refund is due, any refund or credit will be calculated after taking into account services already rendered, benefits already granted, any lawful and reasonable early cancellation fee, and any other amount lawfully due to Ground.

Ground will refund duplicate, erroneous, or unauthorized charges once verified.

If Ground is unable to provide the contracted service as required by law or the applicable membership terms, Ground may issue an appropriate refund, pro rata credit, or other fair adjustment, subject to the facts of the case and applicable law.

If a member disputes a charge, Ground will investigate the complaint in good faith and review the member's package, payment history, service history, and any relevant communications.

Ground may suspend further billing while a genuine billing dispute is under review where appropriate.

If a chargeback or payment dispute is raised, Ground reserves the right to provide the payment processor with the membership terms accepted by the member, payment records, cancellation notices, service usage records, and other evidence reasonably required to respond to the dispute.

Approved refunds will ordinarily be returned to the original payment method used for the transaction, unless another lawful method is agreed in writing.

Refund timing may depend on payment processor, banking, and card network timelines, and Ground is not responsible for delays caused by those third parties after the refund has been initiated.

Cancellation and refund requests must be submitted to Ground in writing or through another recordable communication channel designated by Ground for membership support.

The request should include the member's full name, email address, package selected, payment reference, reason for the request, and any supporting information needed to assess the request fairly.

Nothing in this policy is intended to exclude, limit, or waive any rights a consumer may have under applicable law, including any rights that cannot lawfully be excluded or restricted.

Where this policy conflicts with mandatory law, the mandatory legal position will apply.