This document contains two policies: the Chargeback Policy, and the Shipping Policy for physical goods.

Chargeback Policy

1. Contact us first

If you don’t recognize a charge or have a billing concern, please contact care@homegoing360.com before disputing it with your bank. Most issues can be resolved quickly and compassionately. A chargeback filed without contacting us can delay resolution and may result in suspension of Platform access pending review.

2. What a chargeback is

A chargeback occurs when you ask your card issuer to reverse a charge. When we receive one, our processor notifies us, and we may submit evidence that the charge was valid — for example your acceptance of terms, order records, delivery or usage logs, and your authorization.

3. Our response

3.1 Legitimate disputes. If a charge was made in error, we will work with you to correct it, including issuing a refund where appropriate under the Refund & Cancellation Policy.

3.2 Disputed valid charges. For charges we believe are valid — including authorized recurring subscription renewals and approved print orders already in production — we may contest the chargeback and provide supporting records.

3.3 Account effects. Pending or repeated chargebacks may result in suspension of paid features or the account, and we may decline future transactions. Amounts owed remain due.

3.4 What we will not do. A chargeback does not cause us to delete your documents, your estate, or anything else you have stored. It may suspend paid features; it does not destroy a family’s records. See the Data Retention Policy.

4. Fraud

Suspected fraudulent chargebacks or “friendly fraud” may be reported to our processor, the card networks, and, where appropriate, the authorities. See the Review, Fraud Prevention & Identity Verification policies.

5. Records

We retain order, authorization, and delivery records to support dispute resolution, for the period set out in the Data Retention Policy.

6. Contact

care@homegoing360.com EdConsult LLC d/b/a Homegoing360, 1098 Ann Arbor Rd W, #479, Plymouth, MI 48170

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Shipping Policy

1. Scope

This Shipping Policy applies to physical goods ordered through the Homegoing360 Platform and produced or fulfilled by third-party print-on-demand and manufacturing partners — currently Prodigi for keepsakes and memorial print, and FedEx Office for programs you send to print yourself. Digital deliverables, such as memorial pages and downloadable documents, are not shipped.

2. Processing and production

Personalized items enter production after you approve the proof. Typical production time is 3–5 business days, which is separate from shipping transit time. Production times may be longer during peak periods.

3. Shipping methods and times

Available shipping methods, costs, and estimated delivery windows are shown at checkout. Estimates are not guarantees. Expedited options may be available for time-sensitive services; because these orders are usually tied to a service on a specific day, order as early as you can.

4. Shipping costs

Shipping costs are calculated at checkout based on method, destination, and order. Applicable taxes may apply.

5. Delivery

5.1 Address accuracy. You are responsible for providing an accurate shipping address. We are not responsible for delays or non-delivery caused by an incorrect address.

5.2 Carrier delays. Once shipped, delivery is subject to the carrier. We are not responsible for carrier delays, but will assist in tracing lost shipments.

5.3 International. International shipping may be available; where offered, any duties or taxes are the recipient’s responsibility.

6. Damaged, defective, or incorrect items

If an item arrives damaged, defective, or materially different from the approved proof, contact care@homegoing360.com within 7 days of delivery with photos. We will arrange a reprint or refund of the affected item per the Refund & Cancellation Policy.

7. When the service date has passed

A reprint is not always a remedy. Where an item fails to arrive in time for a service date you gave us, and the delay is ours or the manufacturer’s, tell us and we will refund it rather than reprint it. See the Refund & Cancellation Policy, Section 6.4.

8. Lost shipments

If a tracked shipment appears lost, contact us and we will work with the carrier and manufacturer to resolve it — reship or refund — consistent with the manufacturer’s policies.

9. Contact

care@homegoing360.com EdConsult LLC d/b/a Homegoing360, 1098 Ann Arbor Rd W, #479, Plymouth, MI 48170