Last updated: 01/08/2026
The short version
Cancel within [14] days of purchase, before your membership starts and before any services are used, and you get a full refund. Cancel auto-renewal any time from your account and it simply will not renew. After a membership has started, fees are [non-refundable / refundable pro-rata as set out below]. The Travel Insurance Add-On follows its own policy wording. Nothing here removes your statutory rights.
Cooling-off period
You may cancel a new membership for a full refund within [14] days of purchase, provided the membership start date has not yet arrived and no services have been requested or used. This applies to every tier and to the Summit High-Altitude Extension. To cancel, use your member account or email [MEMBERSHIP EMAIL] from the address on the membership; we confirm every cancellation in writing.
If your membership start date falls inside the cooling-off period and you use or request services before cancelling, the cooling-off refund no longer applies.
Cancelling before your start date
Because you choose your start date at purchase, there may be a gap between paying and coverage beginning. If you cancel after the [14]-day cooling-off period but before your membership start date, we refund [the full fee / the fee less an administration charge of AMOUNT].
Cancelling after your start date
Once a membership term has started, [choose one for compliance:]
[Option A — standard for this industry:] fees for the current term are non-refundable. Your membership remains active until the end of the term you paid for, and simply does not renew if auto-renewal is off. We do not charge cancellation fees; you just serve out the term.
[Option B — more generous:] we refund the unused portion of annual memberships pro-rata by full months remaining, less [an administration charge of AMOUNT / no charge], provided no services have been used during the term. Short-term memberships (7, 14 and 30 days) are non-refundable once started.
“I never used it” is not a refund reason
A membership is standby capability: the operations line, the network, and the readiness exist for the whole term whether or not you ever call. Not having an emergency is the good outcome, not grounds for a refund. We state this plainly because it is the most common refund request in this industry.
Auto-renewal
If auto-renewal is on, we email you [30] days before your renewal date naming the renewal price, and your stored card (held in tokenized form by CyberSource) is charged on that date at the then-current published rate. You can switch auto-renewal off at any time in your member account, effective immediately for the next renewal.
If a renewal charge goes through and you did not intend it, contact us within [14] days of the charge. Provided the renewed term’s services have not been requested or used, we will cancel the renewal and refund the charge in full.
The Travel Insurance Add-On
The Travel Insurance Add-On is an underwritten insurance product with its own policy wording, which governs its cancellation and refund terms, including any cooling-off period set out there. As a rule, it cannot be refunded after a covered trip has begun or a claim has been made. Cancelling your membership does not automatically cancel an insurance add-on already in force; tell us if you want both cancelled.
Cancellation by us
We may cancel a membership where it was obtained by fraud or material misstatement, where required by law or sanctions, or for material breach of the Member Services Agreement. If we cancel for legal or sanctions reasons through no fault of yours, we refund the unused portion of the term pro-rata. If we cancel for fraud or material breach, no refund is payable.
Excluded areas and refusal of service
As set out in the Member Services Agreement, no services are provided for emergencies arising in Excluded Areas, and no refund of membership fees is payable on that basis. A specific operational decision made under the Agreement’s terms, such as a deployment judged unsafe or unlawful, is likewise not grounds for a refund of the membership fee.
How refunds are paid
Approved refunds go back to the original payment method via CyberSource. We process refunds within [5] business days of approval; your bank may take a further [5 to 10] business days to show the credit. We never ask for your card number to process a refund; if someone claiming to be us does, it is not us.
How to cancel or request a refund
From your member account: [Account > Membership > Cancel / Manage Renewal]. By email: [MEMBERSHIP EMAIL], from the email address on the membership, stating the member name and membership number. We acknowledge requests within [2] business days and confirm the outcome in writing. If you believe we have applied this policy wrongly, the complaints process in the Member Services Agreement applies, and we would rather fix it than argue about it.
Statutory rights
This policy sits alongside any consumer rights the law of your country gives you, including any mandatory cancellation or cooling-off rights that cannot be waived. Where the law gives you more than this page does, the law wins.
Changes
We may update this policy from time to time; the date above shows the current version. Changes do not reduce the rights attached to a membership already purchased.