REFUND AND CANCELLATION POLICY

Native Chaos Holdings LLC

Effective Date: January 1, 2025
Last Updated: January 1, 2025

1. POLICY OVERVIEW

This Refund and Cancellation Policy (“Policy”) governs payment terms, refund eligibility, and cancellation procedures for services provided by Native Chaos Holdings LLC (“Native Chaos Holdings,” “NCH,” “we,” “us,” or “our”).

This Policy applies to all service offerings including strategic consulting engagements, website development and maintenance, digital marketing services, and related professional services. Specific terms for each service category are detailed below.

By engaging our services, you acknowledge and agree to the terms of this Policy in addition to our Terms of Service and applicable Consulting Agreements.

2. GENERAL PAYMENT TERMS

2.1 Payment Structure

Invoicing:

Initial invoices issued upon engagement agreement execution
Recurring invoices issued monthly or according to payment schedule
Payment due within 15 days of invoice date unless otherwise specified
Late payments subject to 1.5% monthly interest or maximum allowed by law

Accepted Payment Methods:

ACH bank transfer (preferred for recurring payments)
Wire transfer (for initial payments or large amounts)
Credit card (Visa, Mastercard, American Express)
Check (for established clients only)

Payment Processing:

All payments processed in United States Dollars (USD)
Payment processing fees (if applicable) disclosed prior to transaction
International payments may incur currency conversion fees
Automatic payment setup available for recurring engagements

2.2 Deposits and Upfront Payments

Initial Deposits:

Day Rate Diagnostic: 100% payment required prior to engagement
Monthly Retainer: First month payment required upon agreement execution
90-Day Sprint: 50% deposit required to commence work, balance due at midpoint
Website Development: 50% deposit required, balance according to milestone schedule
Custom Engagements: Deposit structure specified in individual agreements

Deposit Application: Deposits are non-refundable once work commences but are credited toward total engagement fees.

3. REFUND ELIGIBILITY BY SERVICE TYPE

3.1 Day Rate Diagnostic Engagements

Investment: $15,000
Duration: Single 6-hour intensive session

Refund Terms:

Before Session: Full refund if cancelled 72+ hours prior to scheduled session
Within 72 Hours: 50% refund if cancelled 24-72 hours prior to session
Within 24 Hours: No refund for cancellations within 24 hours of session
After Session: No refunds after session completion
No-Show: Full fee charged for failure to attend without prior cancellation

Rescheduling:

One complimentary reschedule permitted with 72+ hours notice
Additional reschedules subject to $500 administrative fee
Session must occur within 90 days of original booking or fees forfeit

Deliverables: All promised deliverables (recordings, findings memo, roadmap) must be delivered to maintain no-refund policy. Failure to deliver constitutes breach enabling refund claim.

3.2 Monthly Strategic Partnership (Retainer)

Investment: $12,000/month
Minimum Commitment: 3 months
Typical Duration: 6-12 months

Refund Terms:

Initial Month: No refund after first strategy session occurs
Ongoing Months: 30-day written notice required for cancellation
Early Termination: Within minimum 3-month commitment incurs early termination fee equal to remaining monthly payments
Post-Minimum: Month-to-month continuation; cancel anytime with 30-day notice
Unused Hours: Monthly allocated hours do not roll over and are non-refundable

Cancellation Procedure:

Submit written cancellation notice to strategic@nativechaosholding.com
Continue services through 30-day notice period
Final invoice includes any outstanding deliverables or services
Final payment due within 15 days of termination date

Partial Month Calculations: Cancellations mid-month are pro-rated based on daily rate calculations (monthly fee ÷ 30 days).

3.3 90-Day Transformation Sprint

Investment: $85,000
Duration: 12 weeks + 30-day stabilization (included)

Payment Schedule:

50% ($42,500) deposit due upon agreement execution
50% ($42,500) due at Week 6 (midpoint)

Refund Terms:

Phase 1 – Before Work Commences (Deposit Only):

Full refund if engagement cancelled before discovery phase begins
$5,000 administrative fee applies for scheduling and preparation work

Phase 2 – Discovery Phase (Weeks 1-2):

Deposit non-refundable once discovery phase commences
Second payment not yet required
Cancellation during discovery: retain deposit, no additional fees

Phase 3 – Implementation Phase (Weeks 3-12):

Both payments non-refundable once implementation commences
Second payment becomes due regardless of cancellation
Deliverables completed to date remain client property
Cancellation does not eliminate second payment obligation

Phase 4 – Stabilization Phase (Weeks 13-16):

All payments non-refundable
Stabilization support concludes at originally scheduled date regardless of implementation status

Exceptional Circumstances: Material breach by Native Chaos Holdings (failure to provide agreed services, unqualified personnel, substantial delays exceeding 4 weeks) may entitle clients to pro-rated refund of undelivered work. Determination requires written notice, 30-day cure period, and good-faith negotiation.

Mutual Termination: Parties may agree to mutual termination with negotiated settlement terms documented in writing.

3.4 Fractional Chief Strategy Officer (CSO)

Investment: $18,000-$25,000/month
Minimum Commitment: 6 months
Typical Duration: 12-24 months

Refund Terms:

First Month: No refund after initial strategic onboarding session
Within Minimum Commitment: Early termination within 6-month minimum incurs early termination fee equal to 50% of remaining monthly payments
Beyond Minimum: 60-day written notice required for cancellation
Ongoing Fees: Monthly fees non-refundable once month commences

Transition Period: 60-day notice period ensures proper transition planning, knowledge transfer, and strategic continuity. Full monthly fees apply during transition.

Deliverables: Strategic plans, frameworks, and documentation developed during engagement remain client property. Proprietary methodologies and templates remain Native Chaos Holdings intellectual property.

4. WEBSITE DEVELOPMENT AND MAINTENANCE SERVICES

4.1 Website Development

MINIMUM COMMITMENT: 12 MONTHS FROM LAUNCH DATE

Investment: Varies by scope ($5,000-$50,000+ typical range)
Timeline: 30-90 days development + 12-month maintenance commitment

Payment Structure:

50% deposit upon agreement execution
30% upon design approval and pre-launch review
20% upon website launch and go-live
Monthly maintenance fees commence at launch

Refund Terms:

Pre-Design Phase:

Deposit refundable less $1,500 strategy and planning fee if cancelled before design work begins

Design Phase:

Deposit non-refundable once design concepts delivered
Second payment not yet required
Project may be suspended without additional fees (second payment due upon resumption)

Development Phase:

First two payments non-refundable
Final payment due upon launch regardless of cancellation
Cancellation results in transfer of work completed to date

Post-Launch:

All development fees non-refundable after website launches
12-month maintenance commitment begins at launch date
Early termination of maintenance incurs early termination fee (see Section 4.2)

Launch Delays: Client-caused delays (content delays, approval delays, scope changes) do not extend payment timelines. Invoices due per original schedule regardless of launch timing.

Scope Changes: Changes beyond original scope require change order with adjusted fees and timeline. Additional deposits may be required for substantial scope increases.

4.2 Website Maintenance Services

MINIMUM COMMITMENT: 12 MONTHS

Investment: $250-$2,500/month (varies by service level)
Commitment: 12-month minimum from service commencement or website launch

Service Tiers:

Basic Maintenance: $250/month (security updates, backups, uptime monitoring)
Standard Maintenance: $750/month (Basic + content updates, performance optimization)
Premium Maintenance: $1,500/month (Standard + monthly strategy, SEO, enhancements)
Enterprise Maintenance: $2,500+/month (Premium + dedicated support, custom development)

12-MONTH COMMITMENT TERMS:

Early Termination Fee: Cancellation within 12-month commitment period incurs early termination fee calculated as:

Months 1-6: 75% of remaining monthly fees through month 12
Months 7-9: 50% of remaining monthly fees through month 12
Months 10-12: 25% of remaining monthly fees through month 12

Example Calculation: Standard Maintenance ($750/month) cancelled at Month 4:

Remaining months: 8 months (months 5-12)
Total remaining value: $6,000 (8 months × $750)
Early termination fee: $4,500 (75% × $6,000)

Refund Terms:

Monthly maintenance fees are non-refundable once month commences
Unused service hours or credits do not roll over month-to-month
No refunds for underutilized of maintenance services
Annual prepayment discount (if applicable) forfeited upon early termination

Post-Commitment Period: After 12-month minimum commitment:

Services continue month-to-month automatically
30-day written notice required for cancellation
Final month fees pro-rated if cancelled mid-month
No early termination fees apply after month 12

Service Level Agreements: Cancellation for material breach of service level agreements (response times, uptime guarantees) may waive early termination fees. Requires written notice, 15-day cure period, and documented SLA violations.

4.3 Website Hosting Services

Investment: $50-$500/month (varies by traffic and requirements)
Commitment: Aligned with maintenance commitment (12-month minimum)

Refund Terms:

Monthly hosting fees non-refundable
Annual prepayment non-refundable but service continues through paid period
Overage charges (bandwidth, storage) non-refundable
Early termination follows same schedule as maintenance services

Data Portability:

Full website backup provided upon request during active service period
Database exports and file transfers provided upon termination
30-day grace period to migrate off platform after termination
Data deleted 30 days after final service date per data retention policy

5. DIGITAL MARKETING AND SPECIALIZED SERVICES

5.1 SEO Services

Investment: $1,000-$5,000/month
Minimum Commitment: 6 months

Refund Terms:

First month non-refundable after strategy delivery and implementation begins
Early termination within 6-month minimum: 50% of remaining monthly fees
Post-minimum: 30-day notice required for cancellation
Campaign setup fees ($1,500-$5,000) non-refundable

Performance Guarantees: SEO results depend on numerous factors including competition, content quality, technical implementation, and algorithm changes. We do not guarantee specific rankings, traffic volumes, or conversion rates. No refunds based on performance outcomes.

5.2 Paid Advertising Management

Investment: $1,000-$3,000/month management + ad spend
Minimum Commitment: 3 months

Refund Terms:

Management fees non-refundable once campaigns launch
Ad spend is separate; paid directly to platforms (Google, Meta, etc.)
Early termination: 30-day notice required during minimum commitment
Setup fees ($500-$1,500) non-refundable after account configuration

Ad Spend: Client responsible for all ad spend charges. Management fees cover strategy, optimization, and reporting only. Native Chaos Holdings not liable for ad platform charges.

5.3 Content Creation Services

Investment: Varies by project ($500-$10,000+)
Commitment: Per project or monthly retainer

Refund Terms:

Project-based: 50% deposit non-refundable after work commences
Monthly packages: Current month non-refundable after content delivery begins
Unused content credits expire 90 days from purchase
Revisions included per agreement; additional revisions billed separately

Intellectual Property: Content ownership transfers upon full payment. Partial payment provides limited license; full ownership requires payment completion.

5.4 Emergency Services

Investment: $500-$1,650 (per service)
Commitment: Per incident

Refund Terms:

Full payment required before emergency service commencement
No refunds after work begins
Fixed-price emergency services non-refundable
Hourly emergency rates billed in 30-minute increments with 2-hour minimum

6. PACKAGE DEALS AND BUNDLED SERVICES

6.1 Service Packages

Investment: $2,250-$5,250+
Commitment: Package-specific (typically 3-12 months)

Refund Terms:

Package discount forfeited if cancelled before completion
Completed services billed at standard rates; refund is package price less standard-rate services delivered
Minimum 30-day notice required for package cancellation
Unused package components expire per package terms (typically 90-180 days)

Example:

Starter Package: $2,250 (Website + SEO + Social Media – normally $3,500)
Cancellation after website completion: $2,250 paid – $2,000 website value = $250 remaining credit (not refundable; available for other services within 90 days)

7. CIRCUMSTANCES FOR REFUND CONSIDERATION

7.1 Service Quality Issues

Eligible Concerns:

Material breach of service level agreements
Failure to deliver agreed-upon deliverables
Substantial delays exceeding 4 weeks from agreed timeline (client-caused delays excluded)

Process:

Submit detailed written complaint to quality@nativechaosholding.com
Include specific examples, documentation, and desired resolution
Allow 15 business days for investigation and response
Good-faith negotiation to resolve concern
Escalation to senior leadership if unresolved
Potential remedies: corrective action, service credit, partial refund (at our discretion)

Not Eligible:

Subjective dissatisfaction with strategy or recommendations
Market conditions preventing desired outcomes
Client failure to implement recommendations
Team disagreement with approach or methodology
Personality conflicts or stylistic preferences

7.2 Force Majeure and Exceptional Circumstances

Qualifying Events:

Natural disasters preventing service delivery
Serious illness or death of key personnel
Government orders or legal restrictions preventing work
Cyber attacks or security breaches affecting systems

Resolution:

Services suspended without penalty during qualifying event
Timeline extensions granted equal to suspension period
Payments may be paused during extended suspension (30+ days)
Services resume when circumstances permit
Either party may terminate without penalty if suspension exceeds 90 days

7.3 Mutual Agreement

Parties may mutually agree to modified terms, early termination, or refund arrangements at any time. Agreements must be documented in writing signed by authorized representatives.

8. CANCELLATION PROCEDURES

8.1 Client-Initiated Cancellation

Required Steps:

Written Notice: Submit formal cancellation request via email to cancellations@nativechaosholding.com
Include Information:
- Client name and company
- Service(s) being cancelled
- Account or invoice numbers
- Desired termination date
- Reason for cancellation (optional but helpful)
Confirmation: Receive written cancellation confirmation within 5 business days
Final Invoice: Settle all outstanding balances within 15 days
Transition: Complete transition activities per agreement terms

Notice Periods:

Day Rate: 72 hours minimum
Monthly Retainer: 30 days
90-Day Sprint: Governed by phase-specific terms
Website Services: 30 days (early termination fees apply within 12 months)
Fractional CSO: 60 days

Cancellation Effective Date: Cancellation becomes effective at end of notice period, not upon notice submission. Services and fees continue through notice period.

8.2 Native Chaos Holdings-Initiated Termination

Grounds for Termination:

Non-payment of invoices (30+ days past due)
Material breach of Consulting Agreement or Terms of Service
Abusive or threatening behavior toward team members
Illegal activity or requests for unethical services
Misrepresentation of business circumstances or needs
Interference with service delivery or unreasonable demands

Termination Process:

Written notice of termination grounds
15-day cure period (if applicable)
Immediate termination if cure unsuccessful or not applicable
Final invoice for services rendered through termination date
Refund of unused prepaid services (at our discretion)

Immediate Termination: Serious violations (threats, illegal requests, fraud) result in immediate termination without notice or refund.

9. DISPUTE RESOLUTION

9.1 Informal Resolution

Before formal dispute proceedings, parties agree to:

Direct Communication: Discuss concerns with account manager or project lead
Escalation: Elevate unresolved issues to senior leadership
Negotiation: Engage in good-faith negotiation for 30 days
Mediation: Consider voluntary mediation before litigation or arbitration

9.2 Formal Dispute Resolution

Arbitration: Disputes not resolved informally proceed to binding arbitration under American Arbitration Association rules.

Jurisdiction: Arbitration conducted in Clark County, Nevada under Nevada law.

Costs: Each party bears own legal fees. Arbitration costs split equally unless arbitrator determines otherwise.

Class Action Waiver: All disputes resolved individually. Class actions, class arbitrations, or representative proceedings prohibited.

See Terms of Service for complete dispute resolution terms.

10. REFUND PROCESSING

10.1 Refund Timeline

Approved Refunds:

Processing initiated within 10 business days of approval
Refunds issued to original payment method
Credit card refunds: 5-10 business days
ACH refunds: 3-5 business days
Wire transfer refunds: 1-3 business days (may incur wire fees)
Check refunds: 10-15 business days

10.2 Refund Deductions

Administrative Fees: Refunds may be reduced by:

Credit card processing fees (2.9% + $0.30 per transaction)
Wire transfer fees ($25-$50)
Administrative processing fees ($50 for refunds under $500)
Completed work billed at standard rates (for package/discount cancellations)

10.3 Partial Refunds

When partial refunds apply:

Calculation based on percentage of work completed
Standard hourly rates used (not discounted package rates)
Deliverables completed remain client property
Intellectual property licenses remain in effect

11. SPECIAL PROVISIONS

11.1 Government and Non-Profit Clients

Extended Terms: Government agencies and non-profit organizations may qualify for:

Extended payment terms (net 30-60 days)
Modified cancellation provisions per procurement requirements
Alternative refund structures per governing regulations

Must be specified in engagement agreement prior to work commencement.

11.2 Enterprise Clients

Custom Agreements: Enterprise clients ($100,000+ annual commitment) may negotiate custom terms including:

Volume discounts and preferential pricing
Modified refund and cancellation provisions
Extended payment terms
Multi-year commitments with annual reviews

Enterprise terms documented in Master Services Agreements.

11.3 International Clients

Currency and Taxes:

All fees in United States Dollars (USD)
Currency conversion fees client responsibility
VAT, GST, or other taxes client responsibility
International wire transfer fees client responsibility

Refund Considerations:

Refunds issued in USD regardless of payment currency
Exchange rate fluctuations not considered in refund calculations
Cross-border transfer fees may reduce refund amount

12. POLICY MODIFICATIONS

12.1 Updates

We reserve the right to modify this Policy at any time. Changes become effective:

Immediately for new clients upon policy posting
Upon renewal for existing clients
30 days after notification for active engagements

12.2 Notification

Material changes communicated via:

Email to registered clients
Prominent website notice
Direct notification for affected active engagements

12.3 Grandfathering

Existing agreements at time of policy changes remain governed by original terms unless:

Client agrees to new terms in writing
Agreement renews under new terms
Material breach necessitates updated terms

13. CONTACT INFORMATION

13.1 Refund Requests

Billing Department
Native Chaos Holdings LLC
Email: billing@nativechaosholding.com
Phone: 760-269-8277
Mail: 1887 Whitney Mesa Dr, Henderson, NV 89014

13.2 Cancellation Requests

Cancellations Department
Email: cancellations@nativechaosholding.com
Phone: 760-269-8277

13.3 Quality Concerns

Quality Assurance
Email: quality@nativechaosholding.com
Phone: 760-269-8277

13.4 General Inquiries

Client Services
Email: info@nativechaosholding.com
Phone: 760-269-8277

Response Timeline: 2-5 business days for inquiries, 10 business days for refund decisions

14. ACKNOWLEDGMENT

By engaging Native Chaos Holdings services, you acknowledge:

You have read and understood this Refund and Cancellation Policy
You agree to refund eligibility terms and cancellation procedures
You understand minimum commitment periods and early termination fees
You specifically acknowledge the 12-month minimum commitment for all website development and maintenance services
You agree to payment terms and dispute resolution provisions
You understand refund requests require documentation and approval

Questions regarding this Policy should be directed to billing@nativechaosholding.com before engaging services.

Minimum Commitments:

Monthly Retainer: 3 months
90-Day Sprint: 12 weeks + 4 weeks stabilization
Website Development + Maintenance: 12 MONTHS FROM LAUNCH
Website Maintenance Only: 12 MONTHS FROM START
Fractional CSO: 6 months
SEO Services: 12 months
Paid Advertising: 3 months

Notice Requirements:

Day Rate: 72 hours
Monthly Retainer: 30 days
Fractional CSO: 60 days
All Other Services: 30 days (unless specified otherwise)

Early Termination Fees: Website services within 12-month commitment:

Months 1-6: 75% of remaining monthly fees
Months 7-9: 50% of remaining monthly fees
Months 10-12: 25% of remaining monthly fees

Other services: 50% of remaining commitment (where applicable)

Last Updated: January 1, 2025
Effective Date: January 1, 2025

Native Chaos Holdings LLC
Strategic Consulting Services
NativeChaosHolding.com

Document Control:
Refund and Cancellation Policy Version 1.0
Approved by: LC and Finance Department
Review Frequency: Semi-annual or as business requirements change

END REFUND AND CANCELLATION POLICY