Refund Policy

Last updated: January 15, 2025

At Flexible Farming Group, we are committed to providing high-quality administrative support services to agricultural businesses across the United States. We understand that choosing a service provider is an important decision, and we want you to feel confident and protected when you engage our services. This Refund Policy outlines the terms and conditions under which refunds, credits, and adjustments may be issued for the various service engagements we offer.

We have designed this policy to be fair and transparent for both our clients and our organization. We encourage you to read this policy carefully before engaging our services, and to contact us directly if you have any questions or require clarification on any of the provisions described herein. Our goal is to ensure that every client engagement results in a positive outcome, and we are always willing to work with our clients to address any concerns that may arise during the course of our work together.

1. General Refund Philosophy

Flexible Farming Group provides professional administrative services, which are inherently different from physical goods or software products. Because our services involve the investment of significant time, labor, expertise, and resources by our team, refunds are handled on a case-by-case basis and are subject to the specific terms of each engagement model. We do not offer blanket, unconditional refunds for services that have already been performed or are in the process of being performed.

However, we recognize that circumstances may arise in which a refund, partial refund, or service credit is appropriate and warranted. In such cases, we will work diligently and in good faith with the client to reach a fair and reasonable resolution. Our commitment is to ensure that you receive the value you were promised, and if we fall short of that commitment, we will take the necessary steps to make it right.

All refund requests must be submitted in writing to our support team. We review each request individually, taking into account the nature of the engagement, the work completed, the circumstances of the request, and any applicable terms in the Service Agreement. We aim to respond to all refund requests within five (5) business days of receipt.

2. One-Time Setup Engagements

2.1 Before Work Commences

If you have engaged Flexible Farming Group for a one-time setup project and wish to cancel the engagement before any work has commenced, you are entitled to a full refund of any deposits or advance payments made, minus a non-refundable administrative processing fee of two hundred and fifty dollars ($250.00). This fee covers the costs associated with project scoping, resource allocation, scheduling, and administrative processing that occur upon acceptance of the engagement. To qualify for this refund, the cancellation request must be received in writing before any substantive work has begun on the project, as confirmed by our project management team.

2.2 After Work Has Commenced

Once work has commenced on a one-time setup project, refunds will be prorated based on the percentage of the project that has been completed at the time of the cancellation request. Our project managers maintain detailed records of hours worked, milestones achieved, and deliverables produced for each engagement, and these records will be used to determine the appropriate refund amount.

For example, if fifty percent (50%) of the project has been completed at the time of cancellation, you will be responsible for payment of fifty percent of the total project fee, and any advance payments in excess of that amount will be refunded. If the amount already paid is less than the value of work completed, the client will be invoiced for the difference.

All work products, deliverables, templates, and other materials that have been completed and paid for will be delivered to the client in their current state at the time of cancellation. Flexible Farming Group makes no warranties regarding the completeness or suitability of partially completed work products.

2.3 Completion Disputes

If a one-time setup project has been completed and delivered, but you believe that the work product does not meet the specifications, quality standards, or requirements outlined in the Service Agreement, you must submit a detailed written description of the deficiencies within fourteen (14) calendar days of the final delivery date. Upon receipt of such a complaint, we will conduct a thorough internal review of the work performed and will work with you to identify and implement any necessary corrections or revisions at no additional charge.

If, after a reasonable number of revisions (generally defined as up to two rounds of revisions), the work product still does not meet the agreed-upon specifications, and the deficiency is attributable to Flexible Farming Group's failure to perform, we will issue a partial refund proportional to the portion of the work that does not meet specifications. In no case shall the total refund for a completed project exceed the total amount of fees paid for the project.

3. Monthly Support Engagements

3.1 First Month Satisfaction Guarantee

For new clients engaging our monthly support services for the first time, we offer a first-month satisfaction guarantee. If you are not satisfied with the quality, timeliness, or scope of the services provided during your first calendar month of engagement, you may request a full refund of the first month's retainer fee, provided that the refund request is submitted in writing within seven (7) calendar days of the end of the first service month. This guarantee is available only to first-time clients and may be used only once.

To exercise this guarantee, you must provide a written explanation of the specific reasons for your dissatisfaction, including any examples of deliverables, reports, or work products that did not meet your expectations. This information helps us improve our services and ensures that the guarantee is used in good faith for its intended purpose.

3.2 Subsequent Months

After the first month of service, monthly retainer fees are earned upon payment and are generally non-refundable for the current service month. This is because our team allocates dedicated resources, schedules work, and reserves capacity for each monthly support client at the beginning of each service period. Cancellation of a monthly support engagement requires thirty (30) days' written notice, and any fees paid for the final month of service will not be refunded, as they cover the cost of services provided during the notice period.

However, if Flexible Farming Group fails to deliver the services specified in the Service Agreement for any particular month, and such failure is not attributable to the client's own actions or omissions (such as failure to provide necessary information or access), the client may be entitled to a pro-rata credit applied to the following month's invoice. The amount of such credit will be determined based on the specific services that were not delivered and the impact on the client's operations.

3.3 Mid-Month Cancellation

If you cancel your monthly support engagement mid-month (after the 30-day notice period has expired), no refund will be issued for the remaining portion of the current service month. All services will continue to be provided through the end of the current billing period, and all deliverables scheduled for that period will be completed and delivered as planned. Access to all client materials, work products, and systems will be maintained through the end of the service period, after which a formal offboarding and handoff process will be conducted.

4. On-Demand Engagements

4.1 Before Task Completion

For on-demand engagements, if you wish to cancel a requested task before it has been completed, you are responsible for payment of all hours that have been worked on the task up to the point of cancellation. Any hours that have been billed but not yet worked will be refunded in full. Our team members track their time accurately and in real-time, and detailed time records are available upon request to support any refund calculations.

4.2 After Task Completion

Once an on-demand task has been completed and delivered, the fees for that task are considered earned and are generally non-refundable. If you believe that a completed task does not meet the specifications or quality standards communicated at the time of the request, you must notify us in writing within seven (7) calendar days of delivery. We will review the work and, if deficiencies are identified that are attributable to our performance, we will either revise the work at no additional charge or issue a partial refund proportional to the deficient portion of the work.

4.3 Rush and Priority Fees

Rush fees and priority surcharges applied to expedited on-demand tasks are non-refundable once the expedited work has commenced, regardless of the outcome of the task. These fees compensate our team for the additional effort, scheduling disruption, and resource reallocation required to accommodate urgent requests, and they are earned upon commencement of the expedited work.

5. Service Credits

In certain circumstances, Flexible Farming Group may issue service credits in lieu of monetary refunds. Service credits are applied to future invoices and may be used to offset the cost of any services provided by Flexible Farming Group. Service credits do not expire for a period of twelve (12) months from the date of issuance, after which any unused credits will be forfeited. Service credits are non-transferable and may not be redeemed for cash. The issuance of service credits is at the sole discretion of Flexible Farming Group and is not guaranteed for any particular claim or circumstance.

6. Non-Refundable Items

The following items and fees are non-refundable under all circumstances, regardless of the engagement model or reason for cancellation:

• Administrative processing fees: The $250 non-refundable administrative processing fee charged for project-based engagements.
• Third-party costs: Any costs incurred by Flexible Farming Group on behalf of the client for third-party services, software licenses, subscriptions, printing, shipping, or other external expenses that have already been paid or committed to at the time of cancellation.
• Rush and priority surcharges: Expedited service fees that have been applied to on-demand or project-based tasks once the expedited work has commenced.
• Completed and accepted deliverables: Fees associated with work products, reports, or deliverables that have been completed, delivered, and accepted by the client (either through explicit written approval or through the passage of the applicable review period without objection).
• Consultation and audit fees: Fees charged for initial consultations, discovery sessions, and audits that have been completed, as these represent completed professional services regardless of whether the client chooses to proceed with additional engagement.

7. Refund Processing

Approved refunds will be processed within ten (10) business days of the date of approval. Refunds will be issued using the same payment method that was used for the original payment, unless an alternative method is agreed upon by both parties. For credit card payments, refunds will appear on your statement within one to two billing cycles, depending on your card issuer. For bank transfers and checks, please allow additional processing time for the refund to be received.

If a refund is approved for an amount that differs from the original payment (such as a partial or prorated refund), a detailed breakdown of the refund calculation will be provided in writing along with the refund confirmation. We maintain complete transparency in our refund calculations and are happy to discuss or explain any aspect of the calculation upon request.

8. How to Request a Refund

To submit a refund request, please contact our support team using the contact information provided below. Your request should include the following information to help us process it as quickly and efficiently as possible:

• Your full name and the name of your organization
• The date and description of the engagement or service in question
• The invoice number or reference number associated with the payment
• A detailed explanation of the reason for the refund request, including any supporting documentation such as emails, screenshots, or examples of work that did not meet expectations
• Your preferred method of refund (if different from the original payment method)

We will acknowledge receipt of your refund request within one (1) business day and will provide a final determination within five (5) business days. In cases that require additional investigation or review, we will notify you of the expected timeline and keep you informed of the progress of your request.

9. Exceptions and Special Circumstances

We understand that unexpected events can disrupt even the best-laid plans. In cases of documented hardship, such as natural disasters, severe illness, death in the family, or other extraordinary circumstances that prevent you from utilizing or benefiting from our services, we may, at our sole discretion, offer additional flexibility beyond the standard terms of this Refund Policy. Such accommodations are evaluated on a case-by-case basis and are granted at the discretion of Flexible Farming Group management.

Additionally, in the event that Flexible Farming Group is unable to perform the agreed-upon services due to circumstances within our control (such as staff shortages, system failures, or operational disruptions), we will offer a full refund or service credit for any services that were not delivered, regardless of the terms outlined elsewhere in this policy. Our commitment is to honor our obligations, and when we cannot do so, we will make it right.

10. Modifications to This Policy

Flexible Farming Group reserves the right to update or modify this Refund Policy at any time. Any changes will be posted on our website with an updated "Last updated" date. Changes to this policy will not apply retroactively to engagements that were entered into before the effective date of the change. For ongoing monthly support engagements, any changes to the Refund Policy will take effect at the beginning of the next billing cycle following the date the updated policy is posted.

11. Contact Us

If you have questions about this Refund Policy, need to submit a refund request, or would like to discuss any concerns related to billing or payments, please contact us through any of the methods listed below. Our support team is available Monday through Friday, 8:00 AM to 6:00 PM Central Standard Time, and we are committed to responding to all inquiries within one business day.