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 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: All deposits are non-refundable once paid.
3. NO REFUND POLICY
ALL PAYMENTS ARE FINAL AND NON-REFUNDABLE
Native Chaos Holdings LLC operates under a strict no-refund policy. Once payment is received for any service, product, or engagement, that payment is final and non-refundable under any circumstances.
This no-refund policy applies to:
– All consulting engagements and advisory services
– All deposits, upfront payments, and milestone payments
– All monthly retainer fees and subscription services
– All website development, maintenance, and hosting services
– All digital marketing services including SEO and paid advertising
– All content creation and specialized services
– All package deals and bundled services
– All emergency services and rush fees
– All setup fees, administrative fees, and service charges
No exceptions will be made to this policy for any reason including but not limited to:
– Dissatisfaction with services or results
– Change of business circumstances or priorities
– Financial hardship or budget constraints
– Market conditions or economic factors
– Personality conflicts or team changes
– Early termination of services for any reason
– Force majeure events or exceptional circumstances
– Service quality disputes or delivery delays
4. SERVICE-SPECIFIC TERMS
4.1 Day Rate Diagnostic Engagements
Investment: $15,000
Duration: Single 6-hour intensive session
Payment Terms:
– 100% payment required prior to engagement
– All payments non-refundable once received
– No-Show: Full fee retained 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
4.2 Monthly Strategic Partnership (Retainer)
Investment: $12,000/month
Minimum Commitment: 3 months
Typical Duration: 6-12 months
Payment Terms:
– First month payment required upon agreement execution
– All monthly fees non-refundable once paid
– 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
– All payments remain non-refundable
4.3 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)
Payment Terms:
– All payments non-refundable once received
– Deposit non-refundable immediately upon payment
– Second payment becomes due at Week 6 regardless of project status or cancellation
– Deliverables completed to date remain client property
– Cancellation does not eliminate any payment obligations
Mutual Termination: Parties may agree to mutual termination with negotiated settlement terms documented in writing. All payments already made remain non-refundable.
4.4 Fractional Chief Strategy Officer (CSO)
Investment: $18,000-$25,000/month
Minimum Commitment: 6 months
Typical Duration: 12-24 months
Payment Terms:
– First month payment required upon agreement execution
– All monthly fees non-refundable once paid
– 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
– All payments remain non-refundable
Transition Period: 60-day notice period ensures proper transition planning, knowledge transfer, and strategic continuity. Full monthly fees apply during transition and are non-refundable.
Deliverables: Strategic plans, frameworks, and documentation developed during engagement remain client property. Proprietary methodologies and templates remain Native Chaos Holdings intellectual property.
5. WEBSITE DEVELOPMENT AND MAINTENANCE SERVICES
5.1 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
Payment Terms:
– All payments non-refundable once received
– Deposit non-refundable immediately upon payment
– All milestone payments non-refundable once paid
– 12-month maintenance commitment begins at launch date
– Early termination of maintenance incurs early termination fee (see Section 5.2)
– All payments already made remain non-refundable
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. All payments non-refundable.
Scope Changes: Changes beyond original scope require change order with adjusted fees and timeline. Additional deposits may be required for substantial scope increases. All payments non-refundable.
5.2 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)
Payment Terms:
– All monthly maintenance fees non-refundable once paid
– Unused service hours or credits do not roll over month-to-month
– No refunds for underutilized maintenance services
– Annual prepayment discount (if applicable) forfeited upon early termination
– All payments remain non-refundable
Post-Commitment Period: After 12-month minimum commitment:
– Services continue month-to-month automatically
– 30-day written notice required for cancellation
– No early termination fees apply after month 12
– All monthly payments remain non-refundable
5.3 Website Hosting Services
Investment: $50-$500/month (varies by traffic and requirements)
Commitment: Aligned with maintenance commitment (12-month minimum)
Payment Terms:
– All monthly hosting fees non-refundable once paid
– Annual prepayment non-refundable but service continues through paid period
– Overage charges (bandwidth, storage) non-refundable
– Early termination follows same schedule as maintenance services
– All payments remain non-refundable
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
6. DIGITAL MARKETING AND SPECIALIZED SERVICES
6.1 SEO Services
Investment: $1,000-$5,000/month
Minimum Commitment: 6 months
Payment Terms:
– All monthly fees non-refundable once paid
– Early termination within 6-month minimum: 50% of remaining monthly fees due
– Post-minimum: 30-day notice required for cancellation
– Campaign setup fees ($1,500-$5,000) non-refundable
– All payments remain 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. All fees are non-refundable regardless of performance outcomes.
6.2 Paid Advertising Management
Investment: $1,000-$3,000/month management + ad spend
Minimum Commitment: 3 months
Payment Terms:
– All management fees non-refundable once paid
– 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
– All payments remain non-refundable
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.
6.3 Content Creation Services
Investment: Varies by project ($500-$10,000+)
Commitment: Per project or monthly retainer
Payment Terms:
– All payments non-refundable once received
– Project-based: 50% deposit non-refundable immediately upon payment
– Monthly packages: All monthly fees non-refundable once paid
– Unused content credits expire 90 days from purchase
– Revisions included per agreement; additional revisions billed separately
– All payments remain non-refundable
Intellectual Property: Content ownership transfers upon full payment. Partial payment provides limited license; full ownership requires payment completion.
6.4 Emergency Services
Investment: $500-$1,650 (per service)
Commitment: Per incident
Payment Terms:
– Full payment required before emergency service commencement
– All payments non-refundable once received
– Fixed-price emergency services non-refundable
– Hourly emergency rates billed in 30-minute increments with 2-hour minimum
7. PACKAGE DEALS AND BUNDLED SERVICES
7.1 Service Packages
Investment: $2,250-$5,250+
Commitment: Package-specific (typically 3-12 months)
Payment Terms:
– All package payments non-refundable once received
– Package discount forfeited if cancelled before completion
– Minimum 30-day notice required for package cancellation
– Unused package components expire per package terms (typically 90-180 days)
– No refunds for unused or partially used packages
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. All payments made remain non-refundable.
Important: Cancellation does not entitle client to any refund of payments already made. All early termination fees and outstanding balances remain due per agreement terms.
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
– All payments already made remain non-refundable
Immediate Termination: Serious violations (threats, illegal requests, fraud) result in immediate termination without notice. All payments already made remain non-refundable.
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
9.2 Formal Dispute Resolution
Jurisdiction: Disputes not resolved informally shall be governed by the laws of the State of Texas and resolved in the state or federal courts located in Henderson County, Texas.
Costs: Each party bears own legal fees unless otherwise determined by the court.
Class Action Waiver: All disputes resolved individually. Class actions or representative proceedings prohibited.
See Terms of Service for complete dispute resolution terms.
10. PAYMENT PROCESSING
10.1 Payment Timeline
All Payments:
– Processing initiated immediately upon authorization
– Payments non-refundable once processed
– Credit card payments: Processed immediately
– ACH payments: Processed within 3-5 business days
– Wire transfer payments: Processed within 1-3 business days
– Check payments: Processed upon clearance (10-15 business days)
10.2 Processing Fees
Administrative Fees: All payments subject to:
– Credit card processing fees (2.9% + $0.30 per transaction)
– Wire transfer fees ($25-$50)
– International transaction fees (varies by method)
– All fees non-refundable
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 payment structures per governing regulations
Must be specified in engagement agreement prior to work commencement. All payments remain non-refundable regardless of client type.
11.2 Enterprise Clients
Custom Agreements: Enterprise clients ($100,000+ annual commitment) may negotiate custom terms including:
– Volume discounts and preferential pricing
– Modified cancellation provisions
– Extended payment terms
– Multi-year commitments with annual reviews
Enterprise terms documented in Master Services Agreements. All payments remain non-refundable regardless of custom terms unless explicitly stated otherwise in writing.
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
Payment Terms:
– All payments non-refundable once received
– Exchange rate fluctuations not considered
– Cross-border transfer fees non-refundable
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 Payment Questions
Billing Department
Native Chaos Holdings LLC
PO Box 1552
Chandler, TX 75758
Email: billing@nativechaosholding.com
Phone: 760-269-8277
13.2 Cancellation Requests
Cancellations Department
Native Chaos Holdings LLC
PO Box 1552
Chandler, TX 75758
Email: cancellations@nativechaosholding.com
Phone: 760-269-8277
13.3 Quality Concerns
Quality Assurance
Native Chaos Holdings LLC
PO Box 1552
Chandler, TX 75758
Email: quality@nativechaosholding.com
Phone: 760-269-8277
13.4 General Inquiries
Client Services
Native Chaos Holdings LLC
PO Box 1552
Chandler, TX 75758
Email: info@nativechaosholding.com
Phone: 760-269-8277
Response Timeline: 2-5 business days for inquiries, 10 business days for issue resolution
14. ACKNOWLEDGMENT
By engaging Native Chaos Holdings services, you acknowledge:
– You have read and understood this Refund and Cancellation Policy
– You understand that ALL PAYMENTS ARE FINAL AND NON-REFUNDABLE
– You agree to cancellation procedures and early termination fees
– You understand minimum commitment periods for all services
– 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 that dissatisfaction with services does not entitle you to any refund
Questions regarding this Policy should be directed to billing@nativechaosholding.com before engaging services.
SUMMARY OF KEY TERMS
NO REFUNDS: All payments are final and non-refundable once received. No exceptions.
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: 6 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)
All payments non-refundable regardless of cancellation or termination.
Last Updated: January 1, 2025
Effective Date: January 1, 2025
Native Chaos Holdings LLC
Strategic Consulting Services
PO Box 1552
Chandler, TX 75758
NativeChaosHolding.com
Document Control:
Refund and Cancellation Policy Version 2.0
Approved by: LC and Finance Department
Review Frequency: Semi-annual or as business requirements change
END REFUND AND CANCELLATION POLICY