Billing, Subscriptions, Refunds and Credits Policy

Summary (not a substitute for the policy below)

1. Who you are paying

When you pay for OakTend, you are paying OakTend LLC, a California limited liability company. Our mailing address is 2108 N Street, Suite N, Sacramento, CA 95816. OakTend is the product name; OakTend LLC, a California limited liability company is the company that runs it and the company you are contracting with.

All payments are processed by Stripe, Inc. You enter your card details directly into Stripe's checkout, not into a form we control. We never see, store, or have access to your full card number. We store only a Stripe customer ID and subscription ID so we know which account is paid up. Stripe's own privacy and security practices govern how it handles your card data.

2. Plans and prices

These are the prices we plan to offer when memberships and the Pro side open. Nothing in this table can be bought during the preview period described in Section 3. All prices are in US dollars. If sales tax applies in your jurisdiction, Stripe adds it at checkout; it is not built into the prices below.

Success fee for pros (charged once, when you are hired for a job, not a subscription):

There is no fee to browse jobs, apply to a job, quote a job, or message a homeowner about one. OakTend Pro membership never gates access to a job that a non-member cannot also see and apply to; it is a separate, optional subscription shown in the table above.

3. Preview period

OakTend is in a homeowner preview. The Pro side is not open to new signups. Homeowner paid features are free, memberships show as coming soon and cannot be bought, and no charge of any kind is made. We will tell you by email and on this page before that changes. The prices in this policy describe what we plan to offer when memberships open.

While the preview lasts, the Pro side shows a coming-soon page with a waitlist instead of an open pro registration flow. No charge described in this policy, including the success fee, is made during the preview.

4. Free trials

Homeowner Plus and OakTend Pro membership both come with a three (3)-day free trial for an eligible account (generally, one that has never had that membership before). Your card is required to start the trial, and nothing is charged for the first three (3) days.

At the end of the three (3) days, we automatically charge the price for the plan you selected, and the subscription then renews on that same schedule until you cancel. If you cancel before the trial ends, you are not charged anything.

You can cancel a trial the same way you cancel a paid membership: from your membership page inside the app (the OakTend Plus page for homeowners, the Billing page for pros), at any time. We send a reminder before your trial ends so the first charge is never a surprise.

5. Automatic renewal disclosure

Before you pay for any OakTend subscription, we show you the following, next to the button that starts the charge, in plain and readable type:

• That the plan renews automatically.
• The exact price you will be charged.
• How often it renews (weekly, monthly, or every twelve (12) months).
• If a free trial applies, how long it lasts and when the first real charge happens.
• How to cancel, and that you can cancel at any time.
• That your access continues through the end of the period you already paid for, even after you cancel.

This disclosure is shown in the same screen as the payment step, before you enter your billing information, and it is repeated after purchase as a retainable acknowledgment (section 6). It is never hidden behind a link, a tooltip, or a "learn more" click, and nothing on the page argues against it or distracts from it.

These disclosures are designed to satisfy both California's Automatic Renewal Law (Business and Professions Code sections 17600 to 17606) and the federal Restore Online Shoppers' Confidence Act (15 U.S.C. sections 8401 to 8405), which requires clear disclosure of the material terms, your express informed consent, and a simple way to stop recurring charges.

6. How we get your consent

We ask for your affirmative agreement to the automatic renewal terms before any charge happens:

• The renewal disclosure described in section 5 is shown at checkout, in visual proximity to the payment button.
• A checkbox next to that disclosure, unchecked by default, has to be checked before you can proceed to payment. It says: "I agree to the automatic renewal terms above."
• After your subscription starts, we send you an acknowledgment email that repeats the plan, the price, how often it renews, your trial end date if applicable, and a direct link to cancel.
• We keep a record of what you agreed to and when, for at least three (3) years, so we can show what you consented to if there is ever a dispute.

7. Cancellation

You can cancel a OakTend subscription at any time, online, from your membership page in the app (the OakTend Plus page for homeowners, the Billing page for pros). There is no phone call, no required reason, no retention offer you have to click through, and no penalty.

Cancelling stops the plan from renewing. You keep full access through the end of the period you already paid for; we do not cut off access early and we do not owe you a partial refund for the unused days, except as described in section 9.

You can also manage or cancel your subscription through the Stripe billing portal, which we link to from the same membership page, if you would rather do it that way.

If for any reason you cannot cancel in the app, email support@oaktend.com and we will process the cancellation within three (3) business days.

8. Renewal reminders and price changes

If you are on a yearly plan, we send you a reminder between fifteen (15) and forty-five (45) days before your plan renews, so you have real time to decide whether to keep it. Every active subscriber, on any billing cycle, also gets at least one reminder a year that their membership renews automatically, even if nothing about the price or plan is changing.

If we ever raise the price on a plan you already subscribed to, we will tell you by email at least thirty (30) days before the new price takes effect. The higher price only applies starting at your next renewal after that notice, never retroactively and never mid-period. You can cancel any time before the new price takes effect, using the same online cancellation described in section 7.

9. Refunds

Subscription charges are not refunded for partial periods. If you cancel partway through a week, month, or year you already paid for, you keep access through the end of that period, but we do not refund the unused portion.

Where a refund is due under this policy, we issue it as account credit, not cash, except in the situations listed below. Account credit cannot be withdrawn, cashed out, or transferred to another account. It can only be applied toward a future charge on your own account.

We will issue account credit for a subscription charge or a success fee in these situations:

• You were charged twice for the same charge by mistake (a duplicate charge).
• A technical failure on our end prevented you from using the product or feature you paid for.

The credits-only approach above does not limit or waive any of the following, which remain available to you regardless of anything else in this policy:

• Your right to dispute a charge with your card issuer, including a chargeback, under your card network's rules.
• Any cancellation or refund right California's Automatic Renewal Law, Business and Professions Code sections 17600 to 17606, gives you.
• Any refund required by any other law.

To ask about a refund or credit under this section, email support@oaktend.com within fourteen (14) days of the charge, with the date of the charge and a short description of what happened. We will look into it and respond with a decision.

If you believe a charge is wrong, please contact us first at support@oaktend.com before filing a chargeback with your card issuer. Chargebacks take longer to resolve than a direct request and can result in your account being suspended while the dispute is investigated.

10. Success fee for pros

This section describes how the success fee will work when the Pro side opens. Nothing is charged during the preview period described in Section 3. When a homeowner hires you through OakTend, we charge a success fee of 5% of the agreed job value, with a $15 minimum and a $1,000 cap. This is charged once, at the time of hire, through your connected Stripe Express account. There is no fee to browse, message about, or quote a job.

Payment for the work itself is separate from the success fee: the homeowner pays your invoice for the job directly through the app after the work is done, using Stripe. OakTend does not hold that payment in escrow at any point. See the Pro Terms for the full description of how this payment flow works. OakTend does not place holds on a homeowner's payment.

If you believe a success fee was calculated or charged incorrectly, email support@oaktend.com within fourteen (14) days of the charge with the job ID and a description of the issue, and we will investigate.

Chargebacks on a success fee go through Stripe's normal dispute process. As with subscriptions, please contact us first; account credit already issued on a disputed charge remains subject to the same rules as other credit under section 9.

11. Failed payments and past-due accounts

If a renewal charge fails, Stripe automatically retries it over the following days. If the payment continues to fail, your paid access is suspended until you update your payment method, and OakTend Pro membership perks pause the same way. Reactivation happens automatically once a valid payment method is charged successfully; nothing else needs to happen on your end.

12. Taxes, currency, and receipts

All prices in this policy are in US dollars. If tax applies based on your billing address, it is calculated and added by Stripe at checkout and shown before you pay.

Stripe emails you a receipt for every successful charge. You can also view and download your billing history and receipts from your membership page in the app at any time.

13. Changes to this policy

We may update this policy from time to time, for example to reflect a new plan, a change in how credits work, or a change in the law. If we make a material change, we will post the updated policy with a new "Last updated" date and, where the change affects an active subscription's price or terms, notify you by email in advance as described in section 8. Continuing to use OakTend after a change takes effect means you accept the updated policy.

If you have questions about a charge, a cancellation, or this policy, contact us at support@oaktend.com.