Pathlio Billing, Refunds, and Report Delivery Policy

Pathlio is a one-time paid educational planning service designed to generate and deliver a Pathlio report for a specific student based on the information submitted through the questionnaire and the related checkout record.

The purchase is tied to the account, student, and submitted answers associated with the checkout flow at the time of purchase.

If the student is under 18, the person completing checkout must be an adult who is 18 years of age or older and who is the parent, legal guardian, authorized adult for the student, or has obtained any required parental or guardian consent.

For users age 18 or older, the user may complete checkout as the adult contracting party.

Pathlio is a paid service. The public report currently costs $29.99 on the Pricing page, and the price shown at checkout is the controlling price for the specific purchased Service, exclusive of any taxes or similar charges that may apply unless stated otherwise.

Checkout and payment processing are handled by Stripe. Pathlio does not receive or store full payment card numbers through the Pathlio app.

By submitting payment, you authorize the applicable charge for the purchased Service.

You are charged when checkout is successfully completed through Stripe.

A submitted questionnaire alone does not complete the purchase. The purchase is not complete unless Pathlio receives a successful payment confirmation and the required checkout record is created.

After successful payment, Pathlio begins the post-purchase process needed to prepare and deliver the report. That process may include:

• confirming payment status,
• confirming the applicable adult attestation and checkout record,
• placing the account into report preparation,
• preparing and generating the report,
• quality-checking or preparing the report for release, and
• making the report available in the Pathlio dashboard.

Your personalized Pathlio report will be available within 24 hours. Most reports are ready much sooner. Dashboard availability is the official delivery method; email notices are helpful updates but are not the only delivery record.

A Pathlio report is only released after:

1. (a)the required planning questions are complete,
2. (b)payment is successful,
3. (c)the required checkout attestation is recorded where applicable, and
4. (d)Pathlio's report preparation and generation flow completes successfully.

If any of those conditions are not satisfied, Pathlio may delay, withhold, or pause report release until the issue is resolved.

In some cases, Pathlio may record payment successfully but still place a hold on report release. This may happen, for example, if:

• the required adult checkout attestation is missing or incomplete,
• the checkout authority-basis record is missing or invalid,
• the student is identified as under 13,
• the account is placed under fraud, abuse, security, or legal review, or
• a technical issue prevents Pathlio from confirming the required checkout or report-release conditions.

If a valid paid order exists but report release is on hold, Pathlio will generally work from the account contact path or purchase contact path to resolve the issue rather than asking the user to pay again.

You may contact Pathlio to request cancellation after purchase but before substantive report preparation or generation work has begun.

If Pathlio confirms that substantive report work has not yet begun, Pathlio may cancel the order and issue a refund to the original payment method.

Whether substantive report work has begun is determined by Pathlio in good faith based on the status of the account, payment, report preparation, and related processing steps.

Pathlio reports are personalized digital products. Once substantive report preparation or generation work has begun, the purchase becomes generally non-refundable except where required by law or where Pathlio is unable to deliver the purchased Service.

This rule exists because Pathlio is a customized digital service tied to a specific student, submitted answers, and account.

Once the report has been generated and made available in your Pathlio dashboard, the purchase is generally non-refundable except where required by law.

Dissatisfaction with admissions outcomes, scholarship outcomes, financial aid outcomes, school decisions, or the substance of recommendations does not by itself create a right to a refund.

If you believe you were charged more than once for the same purchase in error, contact Pathlio promptly.

If Pathlio confirms a duplicate charge or clear billing error, Pathlio will work to issue an appropriate correction or refund to the original payment method.

If your report is not available within 24 hours due to a Pathlio processing issue, Pathlio will notify you and continue working to complete it. At that point, you may request a full refund instead of waiting.

If you have trouble accessing a completed report, contact hello@yourpathlio.com and Pathlio will help resolve the issue.

If you used a different email or Google account than the one used during checkout, contact support so Pathlio can verify access safely before changing report access.

Before initiating a chargeback or payment dispute, please contact Pathlio so we have a chance to review and address the issue directly.

If a chargeback or payment dispute is initiated, Pathlio may pause or restrict report delivery or account access while the dispute is being reviewed.

You are responsible for any applicable taxes, duties, or similar charges associated with the purchase, except to the extent Pathlio is required by law to collect and remit them.

Pathlio may change pricing for future purchases at any time. Any pricing change will not affect a purchase that has already been successfully completed.

For billing, cancellation, refund, or report-delivery questions, contact Pathlio at:

• Email: hello@yourpathlio.com

Please include enough information for Pathlio to identify the account and order, such as:

• the account email,
• the student first name,
• the approximate purchase date, and
• a short description of the issue.

This Policy should be read together with the Pathlio Terms of Service and Privacy Notice.

If there is any inconsistency between this Policy and the Terms of Service on a billing, cancellation, refund, or report-delivery issue, this Policy will control for that issue. The Privacy Notice explains how Pathlio handles personal information related to accounts, purchases, and report delivery.

Pathlio may update this Policy from time to time. When Pathlio does, Pathlio will update the effective date or version reflected on the page.

If Pathlio makes a material change, Pathlio may provide notice through the website, the account, checkout flow, or the email associated with the account, as appropriate.