Policy
Membership & Cancellation Policy
Last updated November 2026
This document is a working draft prepared for Northaven. It should be reviewed by a licensed attorney in your state before the store begins taking live payments.
The tiers
VIP Essential is $49 per month and includes the care and education library, members-only educational content and access to eligible offers. VIP Premium is $99 per month and adds personalized product guidance, priority customer service, and monthly premium wellness and leisure content. VIP Concierge is $199 per month and adds a monthly scheduled product consultation, high-end purchase assistance and personalized purchasing guidance.
Billing
Memberships are recurring subscriptions billed monthly in advance through Stripe from the date of enrollment. Your card is charged automatically each month until you cancel. Invoices and receipts are issued by Stripe to the email address on the membership.
Renewal
Each membership renews automatically for a further month at the end of every billing period. The renewal date is shown in your account page. We will not change your monthly rate without at least 30 days' notice by email.
Cancellation
You may cancel at any time from your account page or by writing to concierge@northaven.com. Cancellation stops all future billing; access to member content continues to the end of the period already paid for. We do not require a telephone call, a minimum term or a cancellation fee.
Refunds
Membership fees are generally non-refundable for periods already used, including where benefits were not claimed. If you were charged in error, or a renewal occurred after a cancellation request was received, we will refund that charge in full.
Failed payments
If a payment fails, Stripe will retry the charge and you will be notified by email. Membership benefits are suspended while an account is past due, and resume once payment is settled. Memberships that remain past due are cancelled and can be restarted at any time.
Concierge consultations
Concierge consultations are scheduled by email each month on a mutually agreeable date. Unused consultations do not carry over to the following month and have no cash value. Rescheduling with at least 24 hours' notice is always accommodated.