Refund & Cancellation Policy

This policy governs all refunds, credits, cancellations, and payment matters for KMF Creative Solutions engagements. It is incorporated by reference into every Statement of Work signed by both parties. Questions about this policy should be directed to info@kmfcreativesolutions.com.

1.Refund Policy

1.1 Assessment and Audit Fees

• An assessment or audit fee is non refundable once results have been delivered.
• If results are not delivered within the stated window due to KMF error, a full refund is issued within 5 business days.
• Any audit credit toward a package is valid for 30 days from the submission date, is non transferable to another person or business, and does not stack with other promotions or credits.

1.2 Setup Fees

• Full refund is available if requested within 7 days of signing and the kickoff call has not yet occurred.
• No refund once the kickoff call has taken place or any build work has begun, regardless of how much work has been completed.
• No refund if the client fails to provide required access or materials within 10 business days of a written cure notice. The project is considered client abandoned and the setup fee is forfeited.

1.3 Monthly Recurring Fees

• No partial month refunds under any circumstance.
• Cancellation requires 30 days written notice per Section 2.2, and recurring fees for the full notice period are charged and collected.
• Recurring billing begins on the confirmed go live date, not the signing date.

1.4 Add Ons

• Full refund if add on work has not started within 7 days of purchase.
• No refund once add on work has begun.

1.5 Failed Delivery

• If KMF cannot complete the deliverables in the SOW, KMF continues building at no additional charge until the SOW is fulfilled.
• If KMF determines fulfillment is not achievable, a prorated refund is issued for uncompleted work.

1.6 Goodwill Credits

Goodwill credits are issued at our discretion for KMF caused delays or confirmed errors. They are issued as account credit only, never as cash, and expire 90 days from the issue date if unused.

1.7 Overpayments

• Confirmed overpayments are applied as account credit to the next invoice within 5 business days.
• A cash refund is available for overpayments over 100 dollars upon written request.
• Credits expire 12 months from the issue date. Expired credits are forfeited.

1.8 Chargebacks and Disputes

Filing a chargeback without first submitting a written dispute constitutes a breach of this agreement and triggers the following automatically:

• All KMF services are suspended immediately upon chargeback filing.
• A chargeback recovery fee is added to the outstanding balance.
• Services are not restored until the chargeback is fully withdrawn and all balances, including the recovery fee, are paid in full.
• KMF reserves the right to pursue legal recovery of all outstanding amounts and associated costs, and maintains a full audit trail of all payment attempts and written communications.

The correct path for payment disputes is the written dispute process in Part 3. Chargebacks initiated before completing that process waive the client's right to the dispute resolution path.

2.Cancellation Policy

2.1 How to Cancel

Cancellation requests must be submitted in writing. Verbal or informal requests are not recognized. Email info@kmfcreativesolutions.com with the subject line: Cancellation Notice, followed by your business name. State the requested cancellation date and reason. KMF confirms receipt and the effective cancellation date in writing within 2 business days.

2.2 Notice Period and Final Billing

• 30 days written notice is required for all cancellations.
• The cancellation effective date is 30 days from KMF written confirmation of receipt.
• Recurring fees for the full 30 day notice period are charged and collected. No billing occurs beyond the confirmed cancellation date.

2.3 What Happens to Your System

Client acknowledges that failure to request a data export within 30 days of the cancellation effective date results in permanent deletion of all sub account data. KMF will send one written reminder at day 15. Permanent deletion is not reversible.

2.4 Immediate Termination Grounds

KMF reserves the right to terminate any engagement immediately and without notice for any of the following:

• A2P violations, including cold texting, misrepresentation of campaign use case, or bypassing opt out functionality.
• Abusive, threatening, or harassing conduct toward KMF staff.
• Non payment of balances beyond the collections schedule in Section 2.6.
• Material misrepresentation of business type, use case, or client data at the time of signing.
• Use of KMF built systems for illegal purposes or in violation of federal or state law.

Upon immediate termination, no refund is issued, a chargeback recovery fee applies if a chargeback is subsequently filed, and KMF reserves the right to report confirmed A2P violations to The Campaign Registry.

2.5 Client Initiated Pause

Clients may request a temporary pause instead of cancellation. All pause requests must be submitted in writing. A pause of under 30 days holds the build as is at no charge. Longer pauses may require a restart fee and re onboarding, and a project paused beyond 90 days is closed and requires a new SOW at current pricing. KMF confirms any pause in writing within 2 business days.

2.6 Late Fees and Collections

If a recurring charge fails, KMF notifies the client by email and SMS and re attempts the charge. Continued non payment results in late fees, pausing of system monitoring, and eventual deactivation and account closure as defined in your SOW. Unpaid balances may be referred to collections or small claims court. The client is responsible for all collections costs, court fees, and attorney fees associated with recovery of unpaid balances.

3.Dispute Resolution

3.1 Written Dispute Process

Before initiating any chargeback or legal action, clients must complete the following:

• Submit a written dispute to info@kmfcreativesolutions.com with the subject line: Billing Dispute, followed by your business name. State the specific charge disputed, the date, the amount, and the resolution requested. Disputes must be submitted within 30 days of the charge date.
• KMF acknowledges receipt within 2 business days and provides a written response within 5 business days.
• If the written response does not resolve the dispute, either party may request a recorded resolution call within 5 business days.

Initiating a chargeback before completing this process constitutes a waiver of the dispute process and a breach of this agreement.

3.2 Governing Law

This policy and all KMF engagements are governed by the laws of the State of Tennessee. Venue for any legal dispute is Davidson County, Tennessee.

4.Contact

Effective June 18, 2026. Applies to all packages and engagements. Subject to change with 30 day written notice to active clients.