Refund and dispute policy

1. What we charge

• Setup fee: $400, charged once, before we start work.
• Monthly fee: $450, charged in advance each month, starting the day your setup goes live.

All prices are in US dollars.

2. Refunds of the setup fee

• You cancel before we start work: full refund. We confirm your start date by email when you pay.
• You cancel after we've started but before your setup goes live: we refund half.
• We can't deliver a working setup: full refund.
• Your setup is live: the setup fee is no longer refundable, because the work has been delivered.

3. Refunds of the monthly fee

You can cancel any time. Your service runs to the end of the month you've paid for and you aren't charged again.

We don't refund part of a month you've already paid for, with two exceptions:

• If we failed to provide the service for part of a month because of a problem on our side, we refund that part.
• Billing errors, covered in the next section.

4. Billing errors

If you were charged twice, charged after cancelling, or charged the wrong amount, email us. We refund the error in full within 2 business days of confirming it.

5. How to ask for a refund

Email david@handsupdigital.com with your business name and the date and amount of the charge. We reply within 2 business days.

Approved refunds go back to the payment method you used. Banks usually take 5 to 10 business days to show them.

6. If you dispute a charge with your bank

Please contact us first. A refund from us reaches you sooner than a decision from your bank, and most problems are settled in one email.

You always keep the right to dispute a charge with your card issuer. If you do, we send the issuer our records of your order, your invoices and your service activity, and we may pause your service until the dispute is decided. If it's decided in your favor, you keep the refund and owe us nothing further for that charge.

7. How to cancel

Email david@handsupdigital.com from the address on your account and say you want to cancel. We confirm by email. At the end of your paid month we switch off your automations, and we send you an export of your data if you ask within 30 days.

8. Payment security

Card payments are processed by Stripe over an encrypted connection. We never receive or store your full card number.

9. Contact

Hands Up Digital, LLC
david@handsupdigital.com