Refund and Cancellation Policy

1. Who This Policy Covers

This policy applies to professional services provided by NorthStar AI Agency, trading as NorthStar ("NorthStar," "we," "us"), including one-time projects, fixed-price work, and monthly engagements.

If a signed Master Services Agreement or Statement of Work (SOW) states otherwise for a specific project, that document controls for that project.

2. Pricing

Fees are set by proposal, statement of work (SOW), or written quotation agreed at the time of engagement. All prices are in U.S. dollars unless stated otherwise, and applicable taxes are added where required.

3. One-Time Projects and Fixed-Price Work

NorthStar provides custom digital services. Once work begins, fees compensate NorthStar for reserved time, planning, research, design, development, and communication. Refunds are treated as follows:

• Before kickoff (before onboarding, discovery, or any work has begun): refund available, less payment-processor or administrative costs where applicable.
• After kickoff and planning, before design or build work begins: partial refund, pro-rated for work performed and time reserved.
• Once design, development, or production work has begun: generally non-refundable. Remaining value may be credited toward future services at NorthStar's discretion.
• After delivery, launch, approval, or public use: non-refundable. Defects or issues are handled under the SOW warranty and support terms.

4. Monthly Services and Ongoing Engagements

Monthly plans (including maintenance, support, and ongoing AI or engineering engagements) renew automatically until canceled. You may cancel before the next billing date; cancellation applies to future billing only. Paid periods are not refunded or prorated. At the end of the paid period, included services such as hosting, monitoring, backups, support commitments, or usage allowances stop as stated in the SOW.

5. Deposits, Milestones, and Reserved Capacity

Deposits schedule and reserve your place in our delivery calendar and are applied to the first milestone. Completed milestones are non-refundable. After a cancellation, you remain responsible for work performed, milestones completed, and capacity reserved up to the effective cancellation date, even if the SOW ends early.

6. Client Delays and Pauses

If you delay materials, approvals, access, or feedback, we may pause the project; payment obligations do not pause unless we agree in writing. A project inactive for more than 30 days may require rescheduling, a restart fee, or updated pricing.

7. Failed Payments, Disputes, and Chargebacks

Failed or overdue payments may lead to suspension of work, hosting, access, or deliverables until resolved. NorthStar must be contacted at info@northstaragencyusa.com before any dispute or chargeback is filed; disputed charges are resolved promptly when NorthStar is notified in advance. You remain responsible for valid amounts due, including reasonable collection costs where permitted by law.

8. No Guaranteed Outcomes

Refunds are not issued solely because a service did not produce specific leads, rankings, sales, conversions, revenue, or other business results, unless we made a specific written guarantee in the applicable SOW.

9. How to Request a Cancellation or Refund

Send a written request to info@northstaragencyusa.com including your name and business name, the product or service, the payment date, the invoice or reference number, and the reason for your request. We review each request against this policy, the applicable SOW, the work completed, and payment-processor rules, and we typically respond within five business days. Approved refunds are returned to the original payment method; posting time depends on the payment processor.

10. Updates to This Policy

NorthStar may update this policy for future purchases. The policy in effect at the time of purchase, together with the applicable SOW, generally governs that transaction unless the law requires otherwise.

11. Contact Us

NorthStar AI Agency, trading as NorthStar. 1720 W 27th St, Wichita, KS 67217, United States. Email: info@northstaragencyusa.com · Phone: +1 (316) 296-8450. Web: northstaragencyusa.com. Correspondence is conducted in English and Spanish.