Legal
Refund Policy
Effective Date: August 28, 2026
This Refund Policy governs all refund requests related to services provided by Avermont Group. By engaging our services, you agree to the terms of this policy. We have designed this policy to be fair to both parties, protecting our clients from paying for work not yet rendered, while protecting our team from bad-faith cancellations after work has been performed.
1. Overview
This Refund Policy governs all refund requests related to services provided by Avermont Group. By engaging our services, you agree to the terms of this policy. We have designed this policy to be fair to both parties, protecting our clients from paying for work not yet rendered, while protecting our team from bad-faith cancellations after work has been performed.
2. The Refund Eligibility Window
2.1 Eligible Period
A refund may be requested only during the period between: (a) the date of your initial payment, and (b) the date on which work commences, as defined below.
2.2 Work Commencement Defined
For purposes of this policy, work is considered to have commenced at the earlier of: the point at which the Client's completed onboarding form has been received AND all required account access has been granted to Avermont Group, OR the point at which the Company begins any active work on the Client's account (whichever occurs first).
2.3 Pre-Work Refund
If a refund is requested in writing before work has commenced (as defined in 2.2), the Client is entitled to a full refund of the most recent payment, minus applicable Stripe processing fees. Standard card processing fees are 2.9% + $0.30 per transaction and are non-recoverable by the Company.
2.4 Post-Commencement, No Refund
Once work has commenced, no refund shall be issued for that billing period, regardless of the reason for cancellation.
3. Go-Live Timeline Exception
3.1 Package 1 (5-Day Go-Live)
If the Client has completed onboarding, provided all required access, and the Company has not achieved go-live within 5 business days, the Client may submit a written refund request. Avermont Group will review the request in good faith and, where the delay was solely due to Company fault, will issue a pro-rated or full refund for the current billing period.
3.2 Package 2 (7-Day Go-Live)
If the Client has completed onboarding, provided all required access, and the Company has not achieved go-live within 7 business days, the same process as 3.1 applies.
3.3 Go-Live Timer
The go-live timer starts ONLY upon receipt of the complete onboarding form AND all required platform access. Delays caused by the Client (including incomplete onboarding, delayed access, or lack of responsiveness) reset or pause the timer and do not give rise to a refund claim.
4. Monthly Subscription Refunds
4.1 No Refunds After Month 1
Once a Client has been billed for any month beyond the initial payment, no refunds are available for that month or any prior months. The Client's recourse is to cancel the subscription going forward per the Cancellation Policy.
4.2 Partial Month
No partial-month refunds are issued upon cancellation. The Client retains access to services through the end of the paid billing period.
5. Package 3, Setup Fee Refunds
5.1 Pre-Work Refund
The one-time setup fee for Package 3 is refundable only if a refund is requested in writing before any work has commenced on the custom scope, minus applicable Stripe processing fees (2.9% + $0.30 per transaction, non-recoverable).
5.2 Post-Commencement, Non-Refundable
Once work on the Package 3 scope has commenced, the setup fee is non-refundable under any circumstances, as it compensates for significant upfront labor and resource allocation.
6. How to Request a Refund
All refund requests must be submitted in writing to: askavermontgroup@gmail.com. Your request must include: your full name and business name; the email address associated with your account; the date of the payment in question; and a clear description of your reason for requesting a refund. We will respond to all refund requests within 5 business days. Approved refunds will be issued to the original payment method within 5 to 10 business days of approval, subject to Stripe's processing timelines.
7. Chargebacks & Disputes
The Client agrees to contact Avermont Group directly prior to initiating any chargeback or payment dispute with Stripe or their financial institution. Initiating a chargeback in bad faith, particularly after services have been rendered, is considered a material breach of this Agreement and may result in: immediate suspension or termination of services; referral to collections for outstanding balances; and legal action to recover damages, fees, and costs. Avermont Group reserves the right to submit documented evidence of service delivery to dispute any chargeback filed in contravention of this policy.
7.1 Stripe Dispute Fees
Stripe charges a dispute fee of $15 per chargeback filed, which is non-refundable and charged immediately regardless of outcome. If Avermont Group contests the dispute and loses, an additional $15 counter-dispute fee applies (a worst-case total of $30 per US dispute). Any Stripe dispute fees incurred as a result of a Client-initiated chargeback, whether or not the chargeback is upheld, are the sole financial responsibility of the Client and will be invoiced back to the Client as liquidated damages. This is in addition to the breach consequences described in Section 4.7 of the Terms of Service.
8. Non-Refundable Items
The following are explicitly non-refundable under all circumstances: Stripe or other payment processing fees; any month of service for which onboarding was completed and work was delivered; Package 3 setup fees once work has commenced; and SMS usage fees that have already been incurred.
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