Refund and Return Policy

Overview

This policy explains refunds and cancellations related to Rao Bros' multi-marketplace management services. This policy does NOT cover refunds for products sold through marketplaces—those are governed by your individual return policies and marketplace terms.

1. Service Fees - Refund Policy

Setup Fees:

• One-time setup fees for marketplace onboarding are non-refundable once work has begun
• If you cancel before any setup work is completed, setup fees will be fully refunded
• Partial refunds are not available for partially completed setup work

Monthly Management Fees:

• Monthly fees are billed in advance and are non-refundable once the billing period has begun
• If you cancel mid-month, service continues through the end of the paid period
• No prorated refunds are provided for partial months

Commission-Based Fees:

• Commission fees on completed sales are non-refundable
• Commissions are calculated on gross sales before returns or cancellations
• If a customer returns a product, the commission on that sale is not refunded

2. Service Cancellation

Notice Requirements:

• You may cancel services at any time with 30 days' written notice
• Notice must be submitted to hello@raobros.com
• Cancellation takes effect at the end of the current billing cycle plus notice period

What Happens When You Cancel:

• Access to our management dashboard ends on the cancellation effective date
• We will provide export of your data within 7 business days
• Marketplace listings remain live on your owned accounts
• You regain full direct control of marketplace accounts
• Outstanding fees remain due and payable

Early Termination:

• If you are on a contract term (3-month, 6-month, 12-month), early termination may incur fees as specified in your service agreement
• No early termination fees apply to month-to-month agreements

3. Satisfaction Guarantee

30-Day Trial Period:

For new clients, we offer a 30-day satisfaction guarantee on monthly management fees (setup fees excluded):

• If you're not satisfied within the first 30 days, notify us in writing
• We will refund the first month's management fee (setup fees are non-refundable)
• You must provide specific feedback on why the service didn't meet expectations
• This guarantee applies once per customer

Conditions:

• You must have provided complete and accurate product information
• You must have responded to our communications in a timely manner
• Marketplace account issues beyond our control are not grounds for refund
• This guarantee does not apply to commission-based fees on actual sales

4. Service Issues and Credits

Service Failures:

If Rao Bros fails to deliver agreed services due to our error or negligence:

• We will work to resolve the issue promptly
• Service credits may be issued at our discretion
• Credits apply to future billing, not cash refunds
• Maximum credit equals one month of management fees

Not Eligible for Refunds:

• Dissatisfaction with marketplace algorithms or policies
• Changes in marketplace fee structures
• Marketplace account suspensions not caused by our actions
• Lower-than-expected sales performance
• Your decision to change business focus
• Technical issues with marketplace platforms beyond our control

5. Product Returns (Marketplace Sales)

Important: Rao Bros does NOT handle product returns, refunds, or customer disputes for items sold through marketplaces. These are managed according to:

• Your stated return policy on each listing
• Individual marketplace return policies
• Direct agreements between you and your customers

Your Responsibilities:

• Establish clear return policies for your products
• Honor returns according to stated policies
• Process customer refunds directly
• Handle customer service issues related to product quality

Our Support:

• We can help coordinate communication between marketplaces
• We provide guidance on best practices for returns
• We assist with updating return policies on listings
• We cannot process refunds or make return decisions on your behalf

6. Requesting a Refund

How to Request:

• Email your refund request to billing@raobros.com
• Include your account name and invoice number
• Clearly state the reason for the refund request
• Provide supporting documentation if applicable

Processing Time:

• Refund requests are reviewed within 5 business days
• Approved refunds are processed within 10 business days
• Refunds are issued to the original payment method
• You will receive email confirmation when processed

7. Billing Disputes

If you believe you've been incorrectly charged:

• Contact us immediately at billing@raobros.com
• Provide specific details of the disputed charge
• We will investigate and respond within 5 business days
• Disputes must be raised within 30 days of the charge

Resolution:

• Errors will be corrected with credit or refund
• If no error is found, we will provide detailed explanation
• You may escalate to your payment provider if unresolved

8. Changes to This Policy

We may update this Refund and Return Policy to reflect:

• Changes in our service offerings
• Legal or regulatory requirements
• Improvements to our processes

Notification:

• Changes will be posted on our website with an updated effective date
• Significant changes will be communicated via email
• Continued use of services after changes constitutes acceptance

9. Contact Information

For refund questions or requests:

• Billing Inquiries: billing@raobros.com
• General Questions: hello@raobros.com
• Phone: (555) 123-4567
• Hours: Monday - Friday, 9:00 AM - 6:00 PM EST
• Mail: Rao Bro's LLC, 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801

Summary

• Service fees are generally non-refundable once billing period begins
• 30-day satisfaction guarantee for new clients (management fees only)
• Product returns are handled directly between you and customers
• 30 days' notice required for cancellation
• Billing disputes must be raised within 30 days
• Refund requests processed within 5-10 business days