Legal
Refund & Cancellation Policy
Effective date: July 13, 2026 · Last updated: July 13, 2026
1. Scope
This policy applies to ICON Field Service Management software subscriptions billed by ICON Imagineering, LLC (platform SaaS fees). It does not govern payments your HVAC business collects from homeowners through Stripe Connect — those are between you and your customers.
2. Cancel anytime
You may cancel your ICON FSM subscription at any time. Cancellation can be completed through the in-app Stripe Customer Portal (Billing) or by emailing billing@iconimagineering.com from your account email. Upon cancellation, you retain access through the end of the paid billing period. After that period, paid features may be locked until you resubscribe.
3. Refunds — monthly plans
Monthly subscriptions are generally non-refundable for the current billing period once the period has started and the Service has been available to you. If you cancel mid-cycle, you will not be charged for the next period; we do not prorate the current month except where required by law or expressly agreed in writing.
If you were charged in error (duplicate charge, wrong plan, or a billing system mistake), contact us within 14 days of the charge and we will investigate and refund eligible amounts to the original payment method.
4. First-period satisfaction
For new paid subscriptions, if you cancel within 14 daysof the first successful charge and have not used the Service in a manner inconsistent with fair evaluation (e.g., mass data export for competitive purposes), you may request a full refund of that first period's platform fee by emailing billing@iconimagineering.com. Add-on fees (such as AI Voice) in the same first period are refundable under the same window when cancelled together with the base plan.
5. Chargebacks
Please contact us before filing a payment dispute with your bank. Unwarranted chargebacks may result in account suspension while we resolve the claim with Stripe.
6. How to request a refund
Email billing@iconimagineering.com with your company name, account email, approximate charge date, and reason. We typically respond within two business days.
7. Related documents
8. Company
ICON Imagineering, LLC
Product: ICON Field Service Management
Web: iconimagineering.com