Refund and Cancellation Policy

1. SCOPE AND DEFINITIONS

In this policy, "Sholder," "we," and "us" mean Sholder, Inc. "Your Sholder" means the peer supporter you are matched with through the platform. "Single Session Counseling" means the on-demand clinical service described in Section 3.

Sholder charges in two parts:

• A recurring monthly membership fee, billed automatically each month, which provides the access and features described in Section 4; and
• A per-session rate, charged to your payment method for each session you book.

The membership fee and session rates are separate charges. Depending on how you enrolled, your payment method for the membership fee may be a payment card on file or, where Sholder is offered through an employer benefits program, a payroll deduction. Canceling your membership does not by itself refund session charges, and canceling a session does not affect your membership fee.

This policy applies to purchases made through the Sholder platform, including charges for Single Session Counseling that Sholder bills on behalf of independent providers. It covers cancellation and rescheduling of sessions with your Sholder (Section 2), billing for Single Session Counseling (Section 3), cancellation of your monthly membership (Section 4), membership through your employer (Section 5), and refund eligibility and how to request a refund (Section 6).

Sholder provides skilled relational peer support. Sholder is not a healthcare provider and does not provide therapy, counseling, medical, or clinical services. Where you access clinical services through the clinical health network via Sholder Health+ or through Single Session Counseling, those services are delivered by independent third parties who are solely responsible for the clinical care they provide. Where Sholder bills you for such a service, this policy governs that billing and any related refund. Nothing in this policy creates an entitlement to clinical care or affects your rights under applicable consumer protection law.

2. SHOLDER SESSION CANCELLATION AND RESCHEDULING

Sessions with your Sholder are charged to your payment method on a per-session basis at the rate shown at booking.

• You may cancel or reschedule a scheduled session at no charge with at least 24 hours’ notice before the scheduled start time, through your account dashboard.
• If you cancel or reschedule with less than 24 hours’ notice, or do not attend a scheduled session (a “no-show”), a late cancellation fee equal to 50% of the session rate shown at booking is charged to your payment method. This fee compensates your Sholder for the reserved time. Late cancellation fees are not refundable.
• If your Sholder cancels a session, or does not join within 10 minutes of the scheduled start time, you are not charged for that session, and any amount already charged is refunded in full. You may rebook at no additional cost.
• If a session ends early because of a safety escalation, the charge for that session is reviewed individually. Contact support@sholder.com and we will determine whether a full or partial refund applies.
• If a session fails due to a technical problem on our platform, we refund that session in full. Contact support@sholder.com within 60 days of the affected session.

3. SINGLE SESSION COUNSELING

Single Session Counseling is an on-demand clinical service delivered by an independent licensed provider. Sholder collects payment for the session and remits it to the provider. The provider is solely responsible for the clinical service; Sholder is responsible for billing.

• The rate is shown before you request a session. Because the service is on demand, you are charged when you request a session, and a request cannot be canceled once submitted. The 24-hour cancellation window in Section 2 does not apply to Single Session Counseling.
• Refunds for Single Session Counseling charges are otherwise available on the grounds described in Section 6, including billing errors and platform technical failures that prevented the session from occurring.

4. MEMBERSHIP CANCELLATION

Your monthly membership fee is separate from, and in addition to, the per-session rates described in Sections 2 and 3. Membership includes the ability to book sessions with a Sholder, access to Sholder’s digital tools, your private data repository, and referral access to the clinical health network and to Single Session Counseling.

Referral access means the ability to be connected to one of our partners for care. Clinical health network services are billed separately by those partners, at rates they set which have been negotiated by Sholder on your behalf, and are governed by that party’s own cancellation and refund terms. Single Session Counseling is billed by Sholder as described in Section 3. The membership fee does not pay for clinical services, and Sholder does not refund charges billed directly by clinicians.

• You may cancel your membership online at any time through your account settings at app.sholder.com, or by emailing support@sholder.com, regardless of how you enrolled or how you pay, including if you enrolled through an employer benefits program.
• Cancellation stops future monthly charges. Cancellation takes effect at the end of your current monthly billing period, and your membership remains active until that date.
• Monthly membership fees already paid are not refunded, and partial months are not prorated.
• Any sessions you have booked for dates after your membership ends are automatically canceled at no charge to you. No late cancellation fee applies to these sessions. We will notify you of any such cancellations when you cancel your membership.
• When your membership ends, access to the digital tools and to referrals through the clinical health network and Single Session Counseling ends. Your private data repository is retained for 45 days after your membership ends so you can export your data, and is then deleted. You may request earlier deletion at any time. Retention and deletion are governed by our Privacy Policy, which controls if there is any conflict.
• We will send you a reminder notice before the renewal that extends your membership beyond one year from enrollment, and at least annually thereafter. Each reminder will describe how to cancel.

5. MEMBERSHIP THROUGH YOUR EMPLOYER

If you enrolled through an employer benefits program, your membership fee is collected as a payroll deduction by the payroll provider and remitted to Sholder. Session charges and Single Session Counseling charges are billed to your payment method on file as described in Sections 2 and 3.

• You cancel the same way as any other member, as described in Section 4. You do not need to contact your employer or the payroll provider to cancel. When you cancel, your membership ends at the end of the current billing period and we stop the payroll deduction so that no further membership fees are deducted after that date.
• If your employment ends, or your employer stops offering Sholder as a benefit, the payroll deduction stops. We will notify you and offer to continue your membership at the same monthly rate, billed to a payment method you provide. If you do not accept within 30 days of our notice, your membership ends at the end of the period already paid for, and any sessions booked after that date are canceled at no charge.

6. REFUNDS

We review refund requests individually and grant them when something went wrong on our side or you were charged incorrectly. Refunds will generally be granted where:

• You were charged in error, including duplicate charges or charges after a confirmed cancellation;
• A platform technical failure prevented you from receiving the service you paid for;
• Your Sholder, or a Single Session Counseling provider, did not attend a session you paid for; or
• A refund is required by applicable law.

Fees for services you have received, including completed sessions, late cancellation fees, and elapsed membership time, are not refundable, and Sholder does not offer a satisfaction guarantee or money-back trial period.

Refund requests must be submitted to support@sholder.com within 60 days of the charge, or within any longer period applicable law provides. Include the account email, charge date, and reason. We respond within 5 business days. Approved refunds are issued to the original payment method and may take five to ten business days to appear, depending on your bank. For amounts paid by payroll deduction, approved refunds are issued by another reasonable method, and we will confirm the method with you.

7. NO INSURANCE BILLING

Sholder is a cash-pay service. We do not bill health insurance, and there are no copays, coinsurance, deductibles, or insurance reconciliation adjustments associated with any Sholder purchase. Amounts you pay are not eligible for insurance reimbursement through us, and we do not issue superbills or claim documentation.

8. DEATH OR DISABILITY

Consistent with applicable law, we will terminate the membership and stop future charges upon receiving reasonable documentation of the member’s death or permanent disability that prevents use of the service. Late cancellation fees and charges for sessions already completed are not refunded. To make a request, contact support@sholder.com.

9. TERMINATION BY SHOLDER, INC.

If we terminate your account for a breach of our Terms of Service, fees already paid are not refundable. If we terminate your account or discontinue the service for any other reason, we will refund the unused portion of your then-current membership month, prorated from the termination date, and cancel any booked sessions at no charge.

10. CHARGEBACKS

Contact us before disputing a charge with your bank. Most billing issues are resolved within five business days. We may suspend accounts with pending chargebacks while the dispute is investigated, to the extent permitted by law. Nothing in this section limits your right to dispute a charge with your card issuer under applicable law.

11. CHANGES TO THIS POLICY

We may update this policy from time to time. The current version is always posted at https://sholder.com/refund-and-cancellation-policy with its effective date.

If we make a material change to this policy or to your membership terms, including any change to fees or pricing, we will notify you by email at least 30 days before the change takes effect. The notice will describe the change and how to cancel if you do not wish to continue. Material changes apply prospectively only, after the notice period. Non-material changes take effect when posted. Your continued use of Sholder after a change takes effect constitutes acceptance of the updated policy.

12. CONTACT

Sholder, Inc.885 Arapahoe Ave., Suite #30Boulder, CO 80302support@sholder.com