This Subscription, Cancellation and Refund Policy ('Policy') explains how Cornerstone Strategy LLC (doing business as Route X, 'we') handles subscriptions, billing, auto-renewal, cancellation, refunds, plan changes, payment failures, post-cancellation data access, and related matters for the Route X service ('Service').
Please read this Policy together with our Terms of Service, Privacy Policy, and Cookie Policy.
1. Introduction
Route X is a coaching management SaaS platform for individual coaches, clients, coaching firms, Organization Admins, affiliated coaches, and corporate users. The Service supports coaching engagements, client management, session management, booking, scheduling, external calendar integrations, online meeting integrations, payment and subscription management, and related features.
This Policy governs the commercial terms for paid and free access to the Service, including how subscriptions are billed and renewed, how to cancel, what refunds are available, and how plan changes and payment failures are handled. By signing up for, purchasing, or using paid or free plans of the Service, users agree to this Policy.
2. Subscription Plans
Route X currently offers two product lines, each with multiple plans (collectively, 'Plans'):
(a) Individual Coach Plans:
- Starter — Free plan with limited features
- Professional — Paid plan for professional coaches
(b) Coaching Firm Plans:
- Team — Paid plan for small firms
- Business — Paid plan for growing firms (availability follows separate release timing)
- Enterprise — Custom paid plan for large firms or security-conscious organizations
Features, pricing, seat counts, usage limits, and other specifications for each Plan are as described in the Service and may be updated from time to time. In the event of any conflict between general descriptions in this Policy and the latest description in the Service, the Service prevails.
For the Enterprise Plan and other custom or individually negotiated plans, additional or different terms may be set out in a separate Order Form, Master Services Agreement, Statement of Work, or other written agreement.
3. Starter Plan and Free Access
Starter is the free plan in the Individual Coach product line. It is offered to individual coaches who want to try Route X with limited features and a limited number of clients.
Free access to the Service, including the Starter Plan, is provided 'as is' without any warranty, service level commitment, data retention guarantee, or support obligation, except as required by applicable law. We may modify, restrict, suspend, or terminate free access at our discretion at any time, including for inactivity or violation of the Terms of Service.
To prevent abuse, we may limit free access to one account per user, email address, organization, payment method, or other identifier we reasonably determine.
4. 14-Day Free Access to Professional Features
We may offer eligible individual coaches a 14-day free access period for Professional Plan features ('14-Day Free Access').
Unless otherwise specified at sign-up or in written notice from us, the following terms apply:
- 14-Day Free Access is limited to one instance per user, account, organization, payment method, or other identifier we reasonably determine.
- Creating multiple accounts, using multiple email addresses, or taking other measures to obtain repeated 14-Day Free Access is prohibited; such conduct may result in suspension or termination of access and loss of related benefits including Founding Price eligibility.
- If you do not purchase a paid Professional Plan by the end of the 14-day period, your account will generally revert to the Starter Plan or limited access as provided by us.
- 14-Day Free Access does not automatically convert to a paid subscription and does not trigger automatic billing.
5. Founding Price
We may offer promotional pricing ('Founding Price') for early customers from time to time. Current Founding Price terms:
- Individual Coach Founding Price: Limited to the first 100 eligible individual coach customers.
- Coaching Firm Founding Price: Limited to the first 5 eligible coaching firm customers.
First year only. The Founding Price applies only for the first year of the applicable subscription. The Founding Price is not a permanent discount, lifetime discount, perpetual price, or guarantee of future pricing. After the first year, the applicable subscription will renew at the then-current standard price for that plan, the standard price at renewal, or the price presented to the user before renewal.
Founding Price eligibility is determined based on our records, including sign-up date, plan selected, payment status, and other relevant factors. Founding Prices are non-transferable and may not be transferred to other users, accounts, organizations, plans, or customers.
A user may lose Founding Price eligibility and we may discontinue the Founding Price if, among other things:
- The applicable subscription is cancelled
- The applicable subscription expires or is not renewed
- A material plan change (e.g., moving between product lines or a tier change that affects eligibility)
- An unresolved payment failure
- Violation of the Terms of Service or this Policy, including abuse of free access or promotions
The Founding Price is a promotional pricing benefit and does not give rise to any refund, credit, or cash value.
6. Billing and Auto-Renewal
Paid subscriptions to the Service are billed in advance for the selected billing period (monthly or annual etc.) at the price displayed at checkout, in the Billing Portal, on the pricing page, in an Order Form, or in other written agreement.
Auto-renewal. Unless cancelled before the renewal date, paid subscriptions automatically renew at the end of each billing period for the same period at the then-applicable price for the plan. By purchasing or continuing a paid subscription, the user authorizes us and our payment processor to charge the registered payment method for subscription fees, applicable taxes, and other charges shown at checkout, in the Billing Portal, or in an Order Form or other written agreement on each renewal date until cancelled.
If billing cannot be processed at renewal, Section 12 (Failed Payments and Account Access) applies.
7. Payment Methods and Billing Portal
Payments may be processed by third-party payment processors such as Stripe. By providing a payment method, the user authorizes us and our payment processor to store, validate, and charge that payment method in connection with the subscription and related fees.
We do not store full credit card numbers on our servers. Card and bank account information is handled by the applicable payment processor in accordance with its security and compliance procedures.
Where we provide a Billing Portal (e.g., Stripe's Billing Portal), users may use it to:
- View and update payment methods
- View invoices and receipts
- Modify subscription where supported
- Cancel subscription where supported
8. Cancellation
Users may cancel a paid subscription at any time through the Billing Portal, an in-product cancellation tool, or, where applicable, through the cancellation procedure set out in an Order Form or other written agreement. For the Enterprise Plan and other contract-based plans, cancellation may need to follow the notice periods, term commitments, and other conditions in the applicable written agreement.
Unless otherwise stated by us or in a written agreement, cancellation takes effect at the end of the current billing period, and the user may continue to use paid features until the end of that period.
Cancellations submitted after a renewal charge has been processed will generally take effect at the end of the renewed billing period, and the renewal charge will not be refunded except as required by Section 10 (Refund Policy) or applicable law.
9. Effect of Cancellation
Cancellation stops future auto-renewal billing. Cancellation does not by itself automatically delete the user's account, data, or content stored in the Service.
After cancellation, expiration, or downgrade of a paid subscription, access to certain features may be restricted, suspended, or removed including but not limited to:
- Paid features and plan-specific features
- Organization-level features and admin tools
- External integrations (including calendar and meeting integrations)
- Storage capacity and file retention beyond free plan limits
- Data export and reporting features
- Seats and member access for additional users
For Team, Business, and Enterprise Plans, cancellation or expiration of the firm subscription may affect access for firm administrators, affiliated coaches, clients, session participants, and other members associated with the firm. Firm customers are responsible for notifying their affiliated users of the effects of cancellation or expiration.
10. Refund Policy
Subscription fees are generally non-refundable except as required by applicable law or expressly stated in a separate written agreement.
In particular, except where applicable law provides otherwise, we do not provide refunds or credits for:
- Partial billing periods
- Unused features, seats, storage, external integrations, or other capacity
- Downgrade requests within a paid billing period
- Cancellation before the end of the current billing period
- Periods when the Service was available but not used
- Founding Price benefits in whole or in part (the Founding Price is a promotional pricing benefit only and gives rise to no refund, credit, or cash value)
We may, at our sole discretion, issue refunds, credits, or other remedies in exceptional circumstances such as duplicate charges, billing errors, or technical issues attributable to us. Any such remedy is provided as a one-time courtesy and does not create a right to similar treatment in the future.
Where applicable law (e.g., certain consumer protection rules) provides mandatory refund or cooling-off rights, those rights apply notwithstanding this section.
11. Plan Changes, Upgrades and Downgrades
Users may change plans through the Billing Portal, in-product tools, or the procedure set out in an Order Form or other written agreement, where supported.
Plan changes may take effect immediately or at the start of the next billing period, depending on the plan, billing configuration, associated checkout or Billing Portal flow, and applicable written agreement.
Upgrades generally take effect immediately, and new plan features become available upon successful payment of any additional amount due. Downgrades generally take effect at the start of the next billing period, after which access to certain features, seats, external integrations, or data may be restricted or removed.
Founding Price eligibility may be affected by plan changes. Unless expressly stated in writing by us, Founding Prices do not automatically transfer to a different plan, account, organization, or customer.
12. Failed Payments and Account Access
If billing for a paid subscription cannot be successfully processed, we or our payment processor may:
- Retry billing against the registered payment method
- Ask the user to update or change their payment method
- Send notifications regarding the payment failure, dunning, or account status
- Take other reasonable steps consistent with the applicable payment processor's practices
If payment remains unresolved, we may suspend, restrict, or downgrade access to paid features, or, if severe or prolonged, terminate the account.
Unresolved payment failures may result in loss of Founding Price eligibility, in addition to other consequences set out in this Policy or the Terms of Service.
13. Taxes
Unless otherwise stated, fees for the Service do not include taxes, duties, levies, or other governmental charges (collectively, 'Taxes'). The user is responsible for all applicable Taxes related to their purchase and use of the Service, excluding taxes on our net income.
Where applicable law requires us to collect Taxes, those Taxes will be calculated and added to the user's invoice.
14. Team, Business and Enterprise Plans
Team, Business, and Enterprise Plans are designed for coaching firms and other organizations. Specific terms regarding seat counts, included features, billing cycles, payment terms, term commitments, notice periods, renewal terms, support levels, and service level commitments may be set out in the Service, Billing Portal, Order Form, Master Services Agreement, Statement of Work, or other written agreement.
In the event of any conflict between a separate written agreement applicable to a Team, Business, or Enterprise Plan and this Policy, the written agreement prevails on the matter it addresses.
Cancellation, expiration, or non-renewal of a firm-level subscription may affect firm administrators, affiliated coaches, clients, session participants, and other associated members.
15. Data Access After Cancellation or Expiry
After cancellation, expiration, or non-renewal of a paid subscription:
- Access to paid features, organizational features, external integrations, and some stored data may be restricted, suspended, or removed.
- Data export, reporting, and similar features may be limited to the periods and methods described in the Service, Terms of Service, Privacy Policy, Cookie Policy, and applicable written agreement.
- Data retention and deletion will be handled in accordance with the Privacy Policy, Terms of Service, applicable DPA, and other applicable written agreements.
Users are responsible for exporting or backing up their own data before cancellation, expiration, or downgrade if they wish to retain a copy.
16. Changes to Pricing, Plans and This Policy
We may update pricing, plans, billing features, promotions, and this Policy from time to time in response to product changes, market conditions, regulatory developments, and other business needs.
For changes that materially affect active paid subscriptions, we will provide reasonable advance notice by email, in-app notification, notice in the Billing Portal, or other reasonable means. Unless otherwise stated, pricing changes take effect at the start of the next renewal period.
The 'Effective Date' at the top of this Policy indicates the date this Policy was last updated.
17. Relationship to Terms of Service
This Policy supplements and forms part of the agreement between you and us governing your use of the Service. Please read this Policy together with our Terms of Service, Privacy Policy, and Cookie Policy.
In the event of any conflict between this Policy and a separate written agreement (Order Form, MSA, SOW, DPA, etc.), the written agreement prevails on the matter it addresses.
18. Contact Us
For questions about this Policy, subscriptions, billing, cancellation or refunds, please contact us at:
