Effective Date: 3/1/2025

1. Scope of Services
This policy governs all services provided by Orangellow Inc., including SEO, Google Paid Ads (Search & Display), Website Development, Website Maintenance, Email Marketing, and SMS/MMS Marketing.

2. Refund Eligibility Criteria

A. Full Refunds
A full refund of the service fee will only be issued under the following conditions:
- Billing Errors: Evidence of double payments or overcharges.
- Early Cancellation: The client cancels the project within 48 hours of the initial payment, provided that no work, onboarding, or research has commenced by our team.

B. Partial Refunds
Once work has commenced, no partial refunds will be issued for any reason, unless specifically agreed upon in writing by both the Client and Orangellow Inc.

C. Material Non-Delivery
In the event that a core milestone is not delivered due to our internal fault, Orangellow Inc. reserves the right to resolve the issue via one of the following methods, at our sole discretion:
1. Rectification: Fulfilling the missing deliverable within 30 days of receiving written notice.
2. In-Kind Replacement: Providing a service or deliverable of equal value.
3. Pro-rated Refund: Issuing a refund specifically for the value of the missing deliverable.

3. Service Periods & Chargebacks
- The "Service Period": Defined as the one-month period starting from the date of the last payment.
- No Retroactive Claims: No refunds or chargebacks may be requested or allowed for any Service Period that has been completed once a new Service Period has commenced. 
- Dispute Policy: By using our services, you agree not to initiate a chargeback with your bank for services rendered. Any disputes must be handled through the formal Review Process.

4. SMS/MMS & Third-Party Costs
- Carrier Compliance: For SMS/MMS marketing, clients are responsible for ensuring their contact lists and messaging content comply with TCPA and carrier guidelines. No refunds will be issued if a campaign is flagged, filtered, or suspended by telecommunications carriers due to client-provided data or content.
- Non-Refundable Expenses: Direct Ad Spend (paid to Google, etc.) and third-party costs (SMS carrier fees, plugin licenses, or hosting) are non-refundable through Orangellow Inc., as these funds are paid to external vendors and not retained by our agency.

5. Refund Review & Payout Process
To request a review, email frontdesk@orangellow.com with your invoice number and a description of the claim.

Stages:
- Acknowledgment: Within 5 business days.
- Decision: Within 10 business days.
- Payout: If approved, within 14 business days of the decision.

Contact Information:
Orangellow Inc.
Email: frontdesk@orangellow.com
Phone: 480-648-2328
Address: 6664 S Dateland Drive, Tempe, AZ 85283