Refund Policy
What we refund, what we do not, and how to get a charge put right without a chargeback.
In effect since August 28, 2026
This policy covers what you pay LakeOps. It does not cover what your customers pay you. Those payments are made directly to your own Stripe account — you are the merchant on them, your name is on your customer's statement, and your own refund policy applies. You publish that policy in Settings → Payments, and it is shown to your customers before they pay.
The subscription
LakeOps is billed monthly in advance, on a twelve-month term. The term starts the day you generate your first season — that is the day the business is being run on this — and each month's charge covers the month ahead.
Everything before that first season costs nothing and is free to walk away from. No card is required to sign up. If you never generate a season, nothing is charged, and nothing you have entered is deleted — your customers, properties, history and reports stay readable.
When we refund
Duplicate or mistaken charges are refunded in full, without argument. If we charged you twice, charged you after you cancelled, or charged the wrong amount, tell us and we will put it back. We would rather find these ourselves, and we look.
A failure on our side that stops you working is refunded pro rata. If LakeOps is unavailable for a sustained period during your working season, we refund the affected days of that month on request. We do not require you to prove lost revenue.
The current month is refundable within 14 days of the charge if you have not used the product that month. "Used" means generating a season, dispatching a crew, completing a job or sending a bill. Simply signing in does not count against you.
When we do not refund
Months already worked are not refunded. If your crews ran the spring season on LakeOps, those months were used, and cancelling in July does not return them. This is the part most likely to feel unfair in the moment, so it is stated plainly here rather than discovered later.
The remainder of a twelve-month term is not refunded on early cancellation. Cancelling stops the renewal and stops further work from generating; the term itself is still billable to its end. Your account moves to canceling rather than canceled, and you keep full read access to everything throughout.
The payments service fee on money your customers paid you is not refunded. That fee was charged on a payment that reached your bank. If you refund your own customer, Stripe's own rules on the fee apply — see your Stripe dashboard.
Cancelling
Cancel from Settings → Your LakeOps plan, or by writing to us. There is no retention call and no form to fill in. Cancellation takes effect at the end of the current term; nothing further generates after it, and every record you have stays exportable.
Before you dispute a charge
Write to us first — we will almost certainly just refund it. A chargeback costs us a fee whatever the outcome and takes months to resolve, and there is nothing it can get you that an email cannot get you faster. Every charge we have made is itemised in Settings → Your LakeOps plan, with the property count it was based on and the date it was read.
If a charge is disputed, we respond with the account's own record: what was billed, what it was based on, when the service was used and by whom. That record is the same one you can read yourself, at any time, on that screen.
How to reach us
Email hello@lakeops.io. We answer within one working day, sooner in spring. There is no phone tree and no ticket number.