Refund & Cancellation Policy

This Refund & Cancellation Policy explains how fees, cancellations, and our commitments work for engagements with Digital Marka LLC, doing business as Marka Group HVAC Consulting (“Marka Group,” “we,” “us,” “our”). It is part of our Terms of Service. Where your signed Order states different terms, the Order controls.

01. Nature of our services

We provide custom, labor-based consulting and implementation services. Your Order covers both Phase 1 (On-Site Setup) and Phase 2 (Implementation) as a single engagement. Once work begins on a phase, our time and resources are committed. For that reason, fees for work performed are non-refundable except as expressly stated in this Policy or required by law.

02. The Phase 1 fee

The Phase 1 fee ($3,500, paid as a single fixed payment) is due in full before the on-site engagement begins, and covers a dedicated week of on-site work, including travel.

The Phase 1 fee is non-refundable under any circumstance. It compensates for a dedicated week of time reserved exclusively for you, and for travel costs already committed. Cancelling, rescheduling, or ending the engagement after the on-site week has been confirmed does not create a refund, in whole or in part — with one exception: if we are the ones who cancel the on-site week before it begins and do not reschedule it, your Phase 1 fee is refunded in full.

03. Phase 2 is part of your Order

By signing your Order, you commit to engaging Phase 2 at a minimum monthly fee of $4,499, for a minimum 3-month term. Phase 2 is fully customized to what your Solution Roadmap identifies — if it calls for work beyond that minimum, we’ll present a specific proposal with an adjusted monthly fee, which requires your approval before it applies. See Terms of Service, Section 03 for the full structure.

If you decline to proceed with Phase 2 altogether after receiving your Roadmap, you agree to pay a cancellation fee of $4,499, in addition to your (already paid, non-refundable) Phase 1 fee. Declining to approve additional scope beyond the minimum is different — you may always stay at the minimum fee and scope without triggering this cancellation fee.

04. Phase 2 monthly billing

Phase 2 is billed monthly, at your monthly fee, starting when your Goals Agreement is finalized. Phase 2 requires a minimum 3-month term. Monthly fees already billed are non-refundable once that month’s work has begun.

05. Our commitments

Phase 1. As described in our Terms of Service, if we do not identify at least one clear, measurable opportunity in your operation, we provide one additional follow-up session at no additional cost. This is not a refund mechanism.

Phase 2. If goals defined in your Goals Agreement are not met within 3 months, we continue working toward them for up to 3 additional months at no extra cost, provided you have held up your responsibilities under our Terms of Service. This is also not a refund mechanism.

06. Cancellation

Phase 1. Cancelling after the on-site week has been confirmed does not create a refund, in whole or in part, per Section 02 above. If we have not yet delivered your Solution Roadmap, we will share the findings gathered up to that point as a courtesy — not as an obligation, and not as a substitute for the Roadmap.

Declining Phase 2. Governed by Section 03 above — the cancellation fee applies regardless of when you decline, since Phase 2 is part of your original Order.

Phase 2, once underway. If you cancel a Phase 2 engagement already in progress, you remain responsible for your monthly fee through the end of your 3-month minimum term, per Section 04 above. This is in addition to, not instead of, the cancellation fee in Section 03.

07. Cancellation by us

We may pause or end an engagement — either phase — if a client becomes unresponsive for an extended period (30+ days with no engagement despite reasonable attempts to reach them), for non-payment, or if we determine continuing is impractical. If we end an engagement without cause before completing the agreed work, we will refund the portion of fees paid for work not yet performed, and the Section 03 cancellation fee does not apply.

08. Rescheduling

Phase 1. Because Phase 1 involves travel, we ask for at least 14 days’ notice to reschedule the on-site week without any fee impact. Rescheduling with less notice may result in additional costs if travel arrangements cannot be changed without penalty; we will let you know before rebooking if that applies.

Phase 2. Meetings and milestones scheduled as part of Phase 2 may be rescheduled with reasonable notice. Repeated last-minute cancellations or delays by your team may extend your engagement timeline and, if they prevent progress for an extended period, may be treated as an unresponsive client under Section 07.

09. Chargebacks

If you have a billing concern, please contact us first at hello@markagroup.co so we can resolve it directly. Initiating a chargeback without first attempting resolution through us is a breach of our Terms of Service, and we reserve the right to recover the disputed amount and any related costs.

10. Discretionary exceptions

Any accommodation we make outside this Policy is granted at our sole discretion, on a one-time basis, and does not change this Policy for future engagements.

---

Questions about this Policy: hello@markagroup.co
Digital Marka LLC, 30 N Gould St, Ste R, Sheridan, WY 82801