Alero Compliance Customer Service Agreement

Agreement record

1. Parties and Agreement

This Agreement is between AleroCore Technologies, Inc., operating the Alero Compliance service (Alero, Alero Compliance, we, us, or our), and the customer identified above (Customer, you, or your). The Customer represents that the person accepting this Agreement is at least 18 years old and has authority to bind the business or registrant receiving the service.

The agreement record consists of this Agreement, the selected package Service Scope, the Alero Compliance Terms of Service, Refund and Cancellation Policy, Privacy Policy, Support page, checkout disclosures and acceptance evidence, and any later written change order accepted by both parties. The documents and versions presented before payment will be retained with the engagement record.

2. Selected Service

Alero will provide only the service package selected and accepted by the Customer. The complete selected Service Scope controls the exact deliverables, units, assumptions, exclusions, correction limits, completion standard, handoff materials, and support period.

2. Selected Service — scope changes

A website summary, sales message, consultation, or staff statement does not add deliverables or change an accepted Service Scope. Any additional service requires a written change order or separate agreement approved before the additional work begins.

3. Customer Service Path

1. Alero reviews the inquiry and confirms package fit.
2. The Customer receives or can access the selected Service Scope, price, policies, required disclosures, and this Agreement.
3. The Customer accepts the agreement record and pays the professional service fee.
4. The Customer completes intake and provides required information, approvals, URLs, records, and approved account access.
5. Alero sends a written scheduling or work-start notice when the engagement is ready to begin.
6. Alero performs the selected service, and the Customer completes required reviews and approvals.
7. Alero provides the applicable submission, decision-support, correction, implementation, testing, or handoff work stated in the selected Service Scope.
8. Alero sends the completion notice, delivers the applicable records, removes or confirms removal of temporary access, and begins any included support period.

4. Fees, Payment, and Third-Party Charges

The professional service fee for the selected package is due in full before work begins unless Alero approves different written payment terms. Applicable taxes and all third-party charges are separate from the professional service fee.

• GoHighLevel, carrier, registry, Standard Brand, Sole Proprietor, campaign-review, telephone-number, messaging, domain, email, application, payment-processing, identity-verification, and similar third-party charges are the Customer’s responsibility.
• The Customer must maintain sufficient funds or credits in connected accounts.
• Alero does not control or refund third-party charges and is not responsible for third-party price changes.

5. Start of Work, Cancellation, and Refunds

Payment alone does not mean substantive work has begun. A receipt, blank intake form, request for information, or scheduling message alone does not start substantive work. Substantive work begins when Alero first performs an applicable package task listed below.

5. Start of Work, Cancellation, and Refunds — cancellation

Before substantive work begins, the Customer may cancel by written request from the approved email address. Subject to applicable law, Alero will refund the professional service fee to the original payment method, less an actual nonrefundable third-party processing fee charged and not returned to Alero. Approved refunds are generally initiated within 10 business days, although the payment provider may require additional posting time.

After substantive work begins, the Customer may cancel by written notice, but the professional service fee is nonrefundable except where required by law or agreed in writing. Alero will stop future work and provide usable in-scope work completed through the cancellation date, subject to security, confidentiality, retention, platform, and third-party limitations. The incorporated Refund and Cancellation Policy governs additional details, duplicate payments, Alero inability to perform, inactive files, and refund review requests.

6. Customer Responsibilities

• Provide accurate, complete, current, consistent, lawful, verifiable, and authorized business or registrant information.
• Disclose every online and offline SMS opt-in method and ensure that actual messaging practices match the approved campaign.
• Maintain an active GoHighLevel account, eligible telephone number, website, domain access, required integrations, and sufficient third-party funds or credits.
• Provide or approve applicable policies, consent language, forms, campaign descriptions, sample messages, STOP and HELP wording, and business representations.
• Use only properly consented contacts, retain consent evidence, honor opt-out and help requests, maintain list hygiene, and comply with applicable platform and legal requirements.
• Provide least-privilege temporary access or attend an approved guided session. Do not send reusable passwords or sensitive identifiers through ordinary channels.
• Review and provide written approval before Alero submits registration information or activates customer-facing changes.
• Monitor actual messaging, delivery, errors, consumer requests, account funding, and third-party notices after handoff.
• Retain delivered documents, approvals, submission evidence, testing records, and handoff materials.

7. Customer Response Deadline and Inactive Files

The Customer must provide requested information, access, implementation, correction, testing, or approval within 10 business days after Alero sends the written request. The schedule pauses while Alero waits.

If a complete response is not received by the tenth business day, Alero may place the file on inactive hold and stop work. If no complete response is received within five additional business days, Alero may close the file and deliver usable work completed to date. Alero may consider reactivation within 30 calendar days if the information remains current, approved access is available, capacity is available, and the original scope remains valid. Restoration, updated information, retesting, or additional work may require separate approval and an additional fee.

8. Registration Path and Sensitive Information

A Customer that does not use an EIN may be eligible for a provider-supported U.S. sole-proprietor registration path. Eligibility is determined by the applicable provider and may change. Alero does not guarantee eligibility or approval.

Do not enter or send an SSN, password, recovery code, complete tax document, identification document, payment-card number, bank credential, API key, or other sensitive identifier through a public form, ordinary email, SMS, GoHighLevel note, Monday.com, or similar project record. If a provider requires sensitive identity information, the Customer must enter it directly through the provider’s approved secure process. Alero records only the verification, eligibility, or disposition status needed for the engagement.

9. Access, Security, and Customer Systems

Alero will use approved access only for the selected service and will seek to limit access to the necessary systems and period. The Customer remains responsible for its accounts, users, credentials, backups, platform settings, and changes made outside the engagement. Temporary access should be removed or confirmed for removal after completion, unless continued access is separately authorized in writing. No security control eliminates all risk.

10. Approvals, Change Control, and Additional Work

The Customer must review and approve applicable business information, registration pathway, campaign description, opt-in explanation, sample messages, policy content, consent language, form behavior, workflow logic, correction materials, testing results, and launch status before the related submission, resubmission, activation, or launch.

A new campaign, changed registrant, changed use case, new form, new website work, additional integration, customer modification, inaccurate information, extra correction, new provider requirement, or customer-caused rework may be outside scope. Alero will not begin separately billed work without written Customer approval.

11. Third-Party Decisions and No Guarantee

Wireless carriers, registries, registration partners, GoHighLevel, messaging providers, and other independent platforms make final approval, processing, filtering, delivery, and continued-acceptance decisions. Alero provides technical and operational assistance designed to improve preparation and implementation quality, but does not guarantee approval, eligibility, review time, message delivery, delivery rate, inbox placement, revenue, or continued acceptance. A denial, delay, correction request, delivery issue, or later third-party action does not by itself create a refund right.

12. Support and Completion

Support during the engagement is limited to the selected Service Scope. The $997 package includes 15 calendar days of limited post-completion support beginning on the written completion notice date. That support covers clarification and reproducible defects in Alero-configured items within the original approved scope. It excludes new features, changed requirements, new content, new integrations, customer modifications, third-party outages, and ongoing campaign management.

The $297 service is complete after the defined preparation, submission assistance, initial-status tracking, and documented handoff are completed. Carrier approval is not required for completion. The $497 service is complete after the approved audit, preparation, submission and included eligible correction activity, initial-decision support, and final findings handoff are completed. The $997 service is complete after the approved implementation, testing, submission support, included corrections, completion notice, and handoff are completed, subject to the stated support period.

Support requests should be sent to support@alerocompliance.com or submitted through https://alerocompliance.com/support. Alero aims to acknowledge in-scope requests within two business days during regular support hours, but this is not a guaranteed resolution time.

13. Privacy, Records, and Retention

Alero handles personal information as described in the incorporated Privacy Policy. Customer-supplied supporting documents are ordinarily retained for 90 days after case closure; registration materials, approval evidence, and submission/status records for 3 years after closure; service agreements and authorizations for 6 years after the agreement ends; payment and accounting records for 7 years after the relevant tax return is filed or due, if later; and access/security logs for 12 months after each event. Backup copies are scheduled to expire within 90 days after deletion from active systems, subject to protected backup cycles and lawful exceptions.

Alero may retain information longer when required by law or reasonably necessary for security, fraud prevention, accounting, dispute resolution, litigation hold, or agreement enforcement. The Customer may submit a privacy request through the Support page or by emailing support@alerocompliance.com with the subject Privacy Request.

14. Intellectual Property and Deliverables

Each party retains ownership of materials it owned before the engagement. Upon full payment, the Customer may use final customer-specific deliverables created for the completed engagement for its internal business operations. Alero retains ownership of its general methods, templates, know-how, tools, reusable structures, and pre-existing materials. Third-party materials remain subject to their owners’ terms. Drafts, internal notes, test tools, and materials not identified as customer deliverables are not transferred.

15. No Legal Advice

Alero does not provide legal advice, legal representation, or a legal opinion. Reviews of policies, consent language, disclosures, and registration materials are operational and technical reviews for consistency with the selected service and known platform or carrier-facing requirements. The Customer remains responsible for obtaining advice from qualified counsel concerning legal obligations.

16. Acceptable Use, Suspension, and Termination

The Customer may not use the services to facilitate unlawful, deceptive, abusive, fraudulent, infringing, prohibited, or unauthorized messaging; evade provider requirements; misrepresent identity or consent; interfere with systems; introduce malicious code; or access information without authorization. Alero may pause, decline, suspend, or terminate work for nonpayment, lack of cooperation, inaccurate or prohibited information, security risk, unlawful activity, material breach, or third-party restriction. Termination does not remove payment obligations already incurred or provisions that reasonably survive termination.

17. Disclaimers and Limitation of Liability

To the extent permitted by law, the website and services are provided on an as-available basis. Alero disclaims warranties not expressly stated in an executed agreement, including implied warranties of merchantability, fitness for a particular purpose, title, and noninfringement. Nothing in this Agreement excludes a warranty or right that cannot legally be excluded.

To the extent permitted by law, AleroCore Technologies, Inc., Alero Compliance, and their personnel will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, lost data, lost messaging opportunity, or third-party platform action. To the extent permitted by law, aggregate liability for a claim arising from the purchased service will not exceed the professional service fee paid to Alero for the specific engagement giving rise to the claim. These limitations do not apply where prohibited by law or to liability that cannot legally be limited.

18. Disputes, Governing Law, and Venue

Before filing a claim, the parties will make a good-faith effort to resolve the matter through written notice describing the issue and requested resolution. Notice to Alero must be sent to support@alerocompliance.com. Nothing in this section prevents a party from seeking urgent relief when legally available or limits a nonwaivable right.

This Agreement is governed by the laws of the State of California, without regard to conflict-of-law principles, except where applicable law requires otherwise. Subject to any nonwaivable right or jurisdictional requirement, the parties consent to the state and federal courts located in Los Angeles County, California, for disputes arising from this Agreement.

19. Electronic Communications and Acceptance

The Customer consents to receive service-related communications electronically at the approved contact information. Electronic signatures, checked acknowledgment boxes, recorded online acceptance, payment following acceptance, and written email approval may be used as evidence of agreement and authorization, subject to applicable law. The Customer should retain copies of every document and version accepted.

If the Customer separately authorizes SMS communications, message frequency may vary and message and data rates may apply. Reply STOP to opt out and HELP for assistance. Marketing-text consent is not a condition of purchase. An SMS opt-out does not cancel the engagement or prevent necessary notices through another legally permitted and approved channel.

20. Order of Precedence, Entire Agreement, and Changes

For the applicable subject matter, the order of precedence is: (1) a later written change order signed or electronically accepted by both parties; (2) this executed Customer Service Agreement; (3) the selected package Service Scope; (4) the Refund and Cancellation Policy for cancellation and refund issues; (5) the Terms of Service; and (6) website summaries or other general materials. The Privacy Policy governs information practices. A legally controlling term or nonwaivable right prevails where required by law.

The agreement record is the entire agreement for the selected engagement and replaces prior oral or written discussions about that engagement. No amendment or waiver is effective unless recorded in writing and approved by authorized representatives of both parties. If one provision is unenforceable, the remaining provisions continue to the extent permitted by law. A waiver on one occasion is not a continuing waiver. Provisions concerning payment, intellectual property, confidentiality, records, disclaimers, liability, disputes, and other terms that by their nature should survive will survive completion or termination.

21. Incorporated Document Record

22. Required Customer Acknowledgments

• ☐ I received or can access this Agreement, the selected Service Scope, Terms of Service, Privacy Policy, Refund and Cancellation Policy, and Support page before payment.
• ☐ I understand the selected package deliverables, exclusions, correction limits, customer responsibilities, and completion standard.
• ☐ I understand when substantive work begins and when the professional service fee becomes nonrefundable.
• ☐ I understand that taxes and third-party charges are separate and are not controlled or refunded by Alero.
• ☐ I understand the 10-business-day response deadline, inactive-hold process, file-closure process, and possible reactivation requirements.
• ☐ I understand that carrier, registry, platform, approval, timing, delivery, revenue, and continued acceptance are not guaranteed.
• ☐ I confirm that I am authorized to provide the information, access, approvals, and instructions required for this engagement.
• ☐ I will not send sensitive identifiers or credentials through ordinary email, SMS, public forms, GoHighLevel notes, Monday.com, or other unapproved channels.
• ☐ I understand that Alero provides technical and operational support and does not provide legal advice.
• ☐ I authorize electronic delivery, signatures, acceptance records, and service communications as described in this Agreement.

23. Signatures and Acceptance

By signing or electronically accepting below, each party confirms that it has reviewed and agrees to the agreement record identified above. Electronic signatures and recorded checkout acceptance may be used to the same extent permitted by applicable law.

• Customer — authorized name: ______________________________ title: ______________________________________ signature: ___________________________________ date and time: _______________________________
• Alero Compliance — representative: ______________________________ title: ______________________________________ signature: ___________________________________ date and time: _______________________________
• Electronic acceptance reference: _______________
• Agreement record ID: _________________________

Contact Information