LEGAL · REFUNDS

Refund & Cancellation Policy

Effective October 7, 2026 · Formello Market LLC, Eugene, Oregon

Formello Market LLC delivers remote support capacity and documents rather than physical goods. This policy shows how cancellations, make-up hours, and refunds work for each package type.

1. Purpose and scope

This Refund & Cancellation Policy explains how fees for Formello Market LLC services are handled when you cancel, change scope, or have a concern about delivered work. It applies to monthly retainers, the one-time Playbook & Queue Setup, and prepaid Overflow Hours Blocks, and it works alongside our Terms of Service and any written Engagement.

2. Remote service nature

Our services are delivered remotely by scheduled agents and consist of time, coverage, and documents, not physical goods. For that reason nothing is shipped and there are no returns; refunds are handled as described below.

3. Before work begins

• A desk request or proposal discussion carries no charge.
• If you pay an invoice and cancel in writing before the agreed start date and before any onboarding work, access setup, or scheduling has begun, we will refund the amount paid in full.
• If onboarding has started, we will refund the amount paid less time already spent at $42 per hour.

4. Monthly retainers

Retainers are invoiced in advance per monthly period and cover the channel, hours, and coverage window stated in the Engagement. You may cancel or reduce a retainer by giving written notice at least 14 days before the next billing date. Notice given later takes effect at the end of the following period.

• Fees for a period already started are not refundable for hours that were scheduled and made available, whether or not they were fully used, because the capacity was reserved for you.
• Unused hours do not roll over or convert to credit unless the Engagement says so.
• If we are unable to provide scheduled coverage for reasons within our control, we will make up the missed hours in the following period or credit the equivalent value to your next invoice. If we cannot make them up, we will refund the value of the missed hours.

5. Playbook & Queue Setup (one-time)

The setup package includes channel rules, an escalation map, starter reply templates, and one revision pass. Once the first draft is delivered, the fee is non-refundable, since the work has been performed. If we have not delivered a first draft within the timeframe we agreed, you may cancel and receive a full refund of that fee. Additional revisions beyond the included pass are quoted separately.

6. Overflow Hours Blocks

A block of prepaid hours at the $42 per hour tier may be refunded in full if none have been used and you request it within 14 days of payment. After use begins, we will refund the value of unused whole hours within 30 days of purchase, less a reasonable administrative amount only if payment-processing fees were incurred. After 30 days, unused hours expire unless the Engagement states a longer period.

7. Service concerns

If you believe delivered support did not follow the written rules, tell us within 10 days of the work in question, with ticket, chat, or call references. We will review the records, correct the process, and, where we agree we departed from the written scope, offer a make-up of time, a credit, or a partial refund proportionate to the affected hours. We do not refund fees because of outcomes outside our control, such as customer sentiment, sales results, or changes in your own policies.

8. What is not refundable

• Hours used in a completed period.
• Third-party charges such as software licenses, telephony usage, and platform fees.
• Work performed after you directed us to proceed in writing.
• Fees for services ended by us for non-payment, misuse, or unlawful instructions.

9. How to request a refund or cancellation

Send your request by email to connectteam1@formellomarket.com or write to the address below, including your business name, the Engagement or invoice reference, and the effective date you want. We will acknowledge within three business days.

10. How refunds are issued

Approved refunds are returned to the original payment method or by the method used for payment where possible. Processing normally takes five to ten business days after approval, depending on your bank or payment provider. We will tell you the amount and the calculation before issuing it.

11. Chargebacks and disputes

Please contact us first so we can resolve a billing question quickly. If a payment dispute is filed, we will provide the Engagement, invoices, and activity records to the payment provider, and may pause services on the account until the dispute is resolved.

12. Changes to scope

You can move between packages, add channels, or buy extra hours by written agreement. Changes take effect from the next scheduled period unless we confirm earlier capacity. Pricing for the new scope is confirmed before it begins.

13. Governing law and contact

This policy is governed by the laws of the State of Oregon. Contact: Formello Market LLC, 30 E 17th Ave, Eugene, OR 97401, United States · phone +1 (929) 873-2811 · email connectteam1@formellomarket.com.

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