When an insured cancels their policy, there are specific processes and timelines for refunds that depend on the type of cancellation and the receipt of funds from carriers. Refunds are processed through Pathpoint's payment processing partner, Ascend.

For voluntary cancellations (initiated by the insured for any reason), the insured or their agency must first notify Pathpoint of the cancellation request by sending an email to ops@pathpoint.com. Once the policy is canceled and the cancellation invoice is received, the process for cancellation within PathPay (powered by Ascend) can proceed. Importantly, all funds, including any unearned commissions, must be returned to Pathpoint before a refund can be issued to the client.

Refunds are typically processed within 30-90 days from the cancellation of the policy, contingent upon the return of funds to Pathpoint. For policies that were financed, any return funds will first apply towards the client's loan balance, with any remaining balance refunded to the client by check, which may take additional time for delivery.

In cases of disputes or chargebacks related to cancellations, it's crucial that disputes are resolved and that Pathpoint receives the return premium to finalize the refund process. Pathpoint will not process refunds on programs with active disputes. It's also noted that disputes can extend the refund timeline due to the bank's investigation period, which can last 2-3 months.

For more detailed guidance on cancellations, refunds, and resolving disputes, please refer to Ascend's help center articles on "Cancelations and Refunds"​​ and "Disputed Charges"​​​​.