Alero Compliance Refund and Cancellation Policy

Payment and Service Start

The selected professional service fee is due in full before work begins unless different written payment terms are approved. Before payment, the customer must receive or have access to the selected package scope, exclusions, this policy, the 10-business-day response rule, separate-fee disclosure, and no-approval guarantee. Payment alone does not mean substantive work has begun. Alero Compliance will send a scheduling notice or written work-start notice after the required intake, information, approvals, and access are received.

When Each Package Becomes Nonrefundable

Sending a receipt, blank intake form, request for information, or scheduling message alone does not start substantive work.

Cancellation Before Substantive Work Begins

The customer may cancel before substantive work begins by sending a written request from the approved customer email address to support@alerocompliance.com. Include the customer name, legal business or registrant name, selected package, payment date, transaction reference, and requested resolution.

If the request is received before substantive work begins, Alero Compliance will refund the professional service fee to the original payment method, less an actual nonrefundable third-party payment-processing fee charged and not returned to Alero, to the extent permitted by law. Approved refunds are generally initiated within 10 business days. The bank or payment provider may require additional time to post the credit.

Cancellation After Substantive Work Begins

The customer may cancel at any time by written notice. After substantive work begins, Alero Compliance will stop future work after receiving the notice, but the professional service fee is nonrefundable except where required by law or agreed in writing. Alero will provide usable in-scope work completed through the cancellation date, subject to confidentiality, security, record-retention, platform, and third-party limitations.

Customer Response Deadline and Inactive Files

• The customer must provide requested information, access, implementation, correction, testing, or approval within 10 business days after Alero Compliance sends the written request.
• The project schedule pauses while Alero waits and Alero may send a reminder during the response period.
• 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 provide usable work completed to date.
• If substantive work began before the hold or closure, the professional service fee remains nonrefundable.
• If substantive work never began, refund eligibility remains governed by the cancellation-before-work rule.
• Alero may consider reactivation within 30 calendar days if information remains current, approved access is available, capacity is available, and the original scope remains valid. Additional work, restoration, or retesting may require a separately approved fee.

Third Party Fees

The package price is Alero Compliance’s professional service fee. Taxes and GoHighLevel, carrier, registry, Standard Brand, Sole Proprietor, campaign-review, telephone-number, messaging, domain, email, application, payment-processing, identity-verification, and other third-party charges are separate. The customer is responsible for maintaining sufficient funds or credits in connected accounts. Alero Compliance does not control or refund third-party charges.

No Approval or Timing Guarantee

Wireless carriers, registries, registration partners, GoHighLevel, and other platforms make final decisions. Approval, processing time, message delivery, delivery rate, and continued acceptance are not guaranteed. A denial, delay, request for additional information, or later third-party action does not by itself create a right to a refund.

Scope Changes Inaccurate Information and Customer Controlled Conditions

Alero Compliance may pause or decline work involving inaccurate, incomplete, prohibited, unverifiable, unauthorized, or materially changed information. Work outside the selected Service Scope—including a new campaign, changed use case, new form, website rebuilding, legal drafting, unsupported integration, extra correction, or customer-caused rework—requires separate written approval and may require an additional fee. Customer-controlled delays, account restrictions, insufficient third-party funds, or failure to complete required changes do not create a refund right after substantive work begins.

Duplicate Payments and Alero Inability to Perform

A verified duplicate payment will be refunded to the original payment method. If Alero Compliance cannot perform material remaining work for a reason within its control, it will provide an appropriate full or partial refund based on unperformed work unless the customer accepts a revised schedule, replacement performance, or another written resolution.

Refund and Cancellation Requests

Send requests to support@alerocompliance.com from the approved customer email address. Include the legal business or registrant name, customer name, selected package, payment date, transaction reference, reason for the request, and requested resolution. Do not send an SSN, password, complete tax document, identification document, payment-card number, bank credential, or other sensitive information through ordinary email, SMS, public forms, GoHighLevel notes, or Monday.com.

Electronic Acceptance and Version Record

An electronic signature, checked acknowledgment box, recorded online acceptance, payment following acceptance, or other recorded approval may be used to confirm acceptance of this policy and the selected package terms. The exact policy and Service Scope versions presented before payment must be retained with the customer and transaction record. Nothing in this policy limits a right that cannot legally be waived.

Priority of Governing Documents

This policy is incorporated into the customer’s service agreement. If it conflicts with an executed Customer Service Agreement or a legally controlling written term, the executed agreement or controlling term governs to the extent permitted by law. A website summary or staff statement does not change an accepted term unless Alero Compliance and the customer approve the change in writing.

Customer Rights and Applicable Law

Nothing in this policy excludes, restricts, or waives a refund, cancellation, consumer-protection, or payment right that cannot legally be excluded, restricted, or waived. If applicable law requires a different result, Alero Compliance will apply the legally required result. Customers may request a written explanation of a refund decision through the approved support channel.

Questions

Questions may be sent to support@alerocompliance.com or submitted through https://alerocompliance.com/support. Do not send sensitive identifiers or credentials through ordinary channels.