Cancellation Policy

Beloved Minds LLC · Effective September 27, 2026 · Version 1.1

1. Purpose

This Cancellation Policy explains how a memory care or assisted living facility ("Facility") may end its service agreement with Beloved Minds LLC ("Beloved Minds," "we," "us"), how Beloved Minds may end that agreement, what happens during the notice period, what happens if payment is not received, and how resident data is handled when a resident's service ends — whether because the Facility has cancelled, an individual resident has been disenrolled, or for any other reason. This policy applies to Facility-level service agreements and is incorporated by reference into the Beloved Minds Facility Services Agreement. Where this policy conflicts with the Facility Services Agreement, the Order Form, or the Business Associate Agreement, the order of precedence in Section 17.1 of the Facility Services Agreement controls.

2. Notice Period

A Facility may cancel its service agreement with Beloved Minds at any time by providing thirty (30) days' written notice to Beloved Minds. Notice must be sent in writing to:

• billing@belovedminds.care

or another address designated in the Facility Services Agreement.

Service continues, and standard fees continue to apply, through the termination date. Where a Facility cancels, service ends on the next billing date that is at least thirty (30) days after notice is given, unless both parties agree in writing to an earlier termination date.

3. Billing During the Notice Period

• Beloved Minds will continue to provide daily AI calls to enrolled residents through the termination date.
• Facilities are billed on a per-resident, per-month basis with no platform fee and no setup fee. Device fees for resident telephones are set out in the Order Form.
• Where a Facility cancels, service ends on the next billing date that is at least thirty (30) days after notice is given. Because service runs through the end of the final billing period, no unused portion of that period arises, and the final month is billed in full. All prior months are billed in full.
• Where an individual resident's service ends part-way through a paid month — whether the resident is paused, disenrolled, or otherwise discontinued — the unused portion of that resident's Subscription Fee accrues to the Facility's account as a credit rather than being refunded. For as long as a resident's service remains paused, no further Subscription Fee accrues for that resident, for that billing period or any subsequent billing period, until the pause ends or the resident is disenrolled, whichever occurs first. Credits accrued during each calendar quarter are totaled and applied to the Facility's next invoice. Any credit remaining on the account when the Facility's service ends is refunded. Where the Facility's entire service agreement ends under Section 10 or Section 11, the billing treatment of the final month is governed by those Sections instead of this paragraph; credits already accrued from prior calendar quarters are not affected by this exception and remain owed to the Facility. Section 6.4 of the Facility Services Agreement and Section 6 of the Order Form govern; Section 17.1 of the Facility Services Agreement resolves any conflict.

4. Termination for Non-Payment

Beloved Minds is a pay-in-advance service. If a payment is not received when it is due, the Facility has a grace period of ten (10) days from the date payment was due to bring the account current. No interest or late fee is charged. Beloved Minds may, but is not required to, send a written reminder during the grace period.

If payment is not received by the end of the grace period, Beloved Minds may suspend service. Suspension is not termination: service is restored on payment, and no resident data is deleted while an account is suspended.

Where service is suspended, the Facility is responsible for notifying enrolled families that calls have been paused.

No fees accrue during a period of suspension. Billing resumes on the date service is restored.

If payment remains outstanding thirty (30) days after suspension, Beloved Minds may terminate the agreement. The data retention and deletion terms below then apply as they would on any other termination.

5. Resident Data Retention & Deletion

Beloved Minds takes the privacy and security of resident information seriously and follows a defined data retention schedule after a resident's service ends, whether due to Facility cancellation, individual resident disenrollment, or any other reason:

• Resident call records and related resident information are retained for thirty (30) days following the end of that resident's service. The retention period runs from the end of service, not from the resident's last call and not from the date notice is given — a resident who is not answering the phone remains enrolled, and no data is deleted. A resident whose service is paused rather than ended — for example, during a hospital stay — is not subject to deletion; the 30-day clock does not begin until the service actually ends, while the Facility's agreement remains active.
• At the end of the 30-day retention period, this data is permanently and securely deleted from Beloved Minds systems, consistent with our Data Security Policy and HIPAA obligations.
• Aggregated, de-identified data that cannot be traced back to an individual resident may be retained beyond this period for service improvement and reporting purposes. Any limited data set created or disclosed under Section 9.5 of the Facility Services Agreement may likewise be retained beyond this period, on the terms that Section states.

Apart from the two categories described immediately above, nothing in Beloved Minds' HIPAA compliance obligations requires or permits resident call data to be retained beyond this period.

Where a Business Associate Agreement with a Facility specifies different terms for the return or destruction of PHI, the Business Associate Agreement controls.

6. The Heirloom Collection

When a resident's service ends — including because the Facility has ended its agreement — any resident who has completed sixty (60) days or more of paid service still receives their Heirloom Collection — a written keepsake drawn from their calls. It is delivered to the family member who authorized the service, at no charge. If there is no longer an authorized family contact to receive it, the Heirloom Collection is delivered to the Facility to distribute.

Section 15 of the Facility Services Agreement defines a day of paid service and governs how the sixty days are counted.

7. Facility Responsibilities Upon Cancellation

These obligations apply regardless of which party ends the agreement or the reason for termination, however it occurs, including termination for cause.

• Notify residents' families, as appropriate, that daily AI calls will be discontinued as of the termination date.
• Return or discontinue use of any Beloved Minds materials, credentials, or dashboard access provided under the agreement.
• Remove the Beloved Minds seal from the Facility's website and stop distributing materials bearing it within thirty (30) days of the termination date, as provided in the Order Form.
• Return to Beloved Minds, within ten (10) days of the termination date, any device that is not paid in full. Device Fees already paid cover the period the device was in use. For any device not returned within that period, the Facility will pay the remaining balance of the Device Fees for that device, and ownership of that device passes to the Facility upon payment. Devices already paid in full belong to the Facility and need not be returned.
• Beloved Minds pays shipping costs for devices sent to the Facility and for devices returned to Beloved Minds within the ten-day period described in this Section.
• Settle any outstanding balance owed as of the termination date within the timeframe specified in the Facility Services Agreement.

8. Minimum Term

There is no minimum contract term. Service is month-to-month and renews automatically until cancelled. A Facility may cancel at any time subject to the 30-day notice period above. The notice requirement applies to paid service only. A Facility may end a pilot at any time, with no notice required and no fees owed. As a courtesy, calls wind down over up to seven (7) days so that families can be told before their loved one's calls end.

9. Reinstatement

A Facility that cancels service may re-enroll at a later date by contacting Beloved Minds. Re-enrollment is treated as a new service agreement. Deleted resident data is not restored. Where a resident's data has been deleted, that resident's days of paid service begin again from zero; Section 15 of the Facility Services Agreement governs.

10. Termination by Beloved Minds

For convenience. Beloved Minds may terminate a Facility's service agreement at any time by providing thirty (30) days' written notice. Service continues through the notice period, and the final month is billed in full and is not credited.

For cause. Beloved Minds may terminate immediately, without notice, where a Facility: engages in conduct that endangers a resident; uses the service in a way that harms or misrepresents residents or their families; breaches the Business Associate Agreement or applicable law; or acts in a way that exposes Beloved Minds to legal or reputational harm. The final month is billed in full and is not credited.

For enrollment below the minimum. The Order Form states a minimum number of Enrolled Residents. Where a Facility's enrollment remains below that minimum for thirty (30) or more consecutive days, Beloved Minds may terminate the Order Form, ending paid Services, on thirty (30) days' written notice. Service continues through the notice period, and the final month is billed in full and is not credited.

11. Termination by the Facility for Cause

The Facility may terminate its service agreement immediately, without the standard notice period, where Beloved Minds: (a) suffers a data breach involving the Facility's residents; or (b) materially breaches the Business Associate Agreement or applicable law. Where the Facility terminates under this Section, the unused portion of the final month is refunded to the Facility.

12. Survival

The following obligations survive termination of a Facility's service agreement, however it occurs, including termination for cause:

• Data retention and deletion under Section 5
• Delivery of the Heirloom Collection under Section 6, for any resident who has completed sixty (60) days or more of paid service
• Beloved Minds' retention of its own HIPAA compliance documentation — policies and procedures, security risk assessments, business associate agreements, and signed authorizations — for six (6) years, as required by 45 CFR §164.530(j). This obligation covers Beloved Minds' administrative records only. It does not apply to resident call data, which is deleted under Section 5.
• Any obligation under an executed Business Associate Agreement that by its terms survives
• Removal of the Beloved Minds seal under Section 7

13. Changes to This Policy

Beloved Minds may update this Cancellation Policy from time to time. Facilities will be notified of material changes in accordance with the notice provisions of the Facility Services Agreement.

14. Contact

Questions about this policy can be directed to:

Beloved Minds LLC · Idaho, USA
billing@belovedminds.care