Effective Date: October 1, 2025

This Refund Policy outlines the terms and conditions under which Climbing Solo Inc. (“we,” “us,” or “our”) may issue refunds for advertising and marketing services (“Services”) provided to you (“you” or “your”). By engaging our Services, you agree to be bound by the terms of this Policy.

1. Eligibility for Refunds

Refunds will only be considered in the following circumstances, provided you submit a valid request (per Section 3) within the specified timeframe:

• Unfulfilled Services: If we fail to deliver a scheduled Service (or portion thereof) by the agreed timeline, and the delay is not caused by your actions (e.g., late feedback, incomplete assets) or force majeure (e.g., platform outages, natural disasters). For example, if an SEM campaign setup (scheduled for 5 business days) is not delivered after 10 business days without valid cause, you may request a refund for the undelivered portion.
• Material Breach of Service Specifications: If the delivered Service fails to meet the core requirements outlined in your Service Agreement/Order Form, and we cannot resolve the issue within 5 business days of notification. Examples include: ad creatives that violate your provided brand guidelines (after 2 revision attempts) or SEM campaigns set up on incorrect platforms.
• Duplicate Payments: If you accidentally submit duplicate payments for the same Service (e.g., two credit card charges for a single campaign fee), we will refund the excess amount upon verification of the duplicate transaction.
• Unauthorized Charges: If a charge appears on your account that you did not authorize, and you provide evidence of the unauthorized transaction (e.g., bank statement, payment receipt) within 30 days of the charge date.

2. Non-Refundable Circumstances

The following scenarios are not eligible for refunds, regardless of the request timing:

• Fully Delivered Services: Fees for Services that have been completed and accepted (either via your written confirmation or the 3-day auto-acceptance period outlined in our Delivery Policy) are non-refundable. This includes finalized ad creatives, completed campaign reports, and launched marketing campaigns.
• Client-Initiated Cancellations: If you cancel ongoing Services before completion, you must pay for all work completed up to the cancellation date (verified via our project tracking records). Prepaid fees for undelivered Services will not be refunded, but may be applied as credit toward future Services (valid for 6 months from the cancellation date).
• Delays or Issues Caused by You: Refunds will not be granted for delays, errors, or dissatisfaction resulting from your actions, including (but not limited to): late feedback (beyond the 3-day window), incomplete brand guidelines, incorrect target audience information, or failure to approve deliverables in a timely manner.
• Unmet Performance Expectations: We do not guarantee specific performance results (e.g., sales volume, click-through rates, follower growth), as these depend on factors beyond our control (e.g., market trends, competitor activity, consumer behavior). Refunds will not be issued for Services that meet deliverable specifications but fail to achieve your desired performance metrics.
• Third-Party Disruptions: Issues caused by third-party platforms (e.g., ad account suspensions due to platform policy changes, reduced reach from algorithm updates) do not qualify for refunds, unless the disruption is a direct result of our non-compliance with platform rules.

3. Refund Request Process

To request a refund, you must follow these steps:

1. Submit a Written Request: Send an email to info@Climbing Solo Inc.com with the subject line “Refund Request – [Your Name/Company Name]” within 30 days of the event giving rise to the refund claim. Include:
   • Your full name, company name, and contact information.
   • Service Agreement/Order Form number (if applicable).
   • Details of the issue (e.g., “SEM campaign not delivered by October 15, 2025”).
   • Supporting documentation (e.g., email threads, payment receipts, deliverable copies).
2. Review Period: We will acknowledge receipt of your request within 2 business days and complete a review within 10 business days. We may contact you for additional information during this period.
3. Decision Notification: We will send a written decision (via email) outlining whether the refund is approved, denied, or approved for a partial amount. If approved, we will include the refund amount and expected processing timeline.
4. Refund Disbursement: Approved refunds will be processed within 7 business days of the decision. Refunds will be issued via the same payment method used for the original transaction (e.g., credit card, ACH transfer). Please allow 3–5 additional business days for the refund to reflect in your account, as processing times vary by financial institution.

4. Refund Limitations

• Maximum Refund Amount: The total refund for any single Service will not exceed the fees you paid for that specific Service (excluding taxes, credit card processing fees, or third-party tool costs).
• Multiple Refund Requests: If you submit more than 2 refund requests within a 12-month period, we may review our business relationship with you, including the option to terminate future Service agreements.
• Chargeback Disputes: If you initiate a chargeback with your payment provider (e.g., credit card company) without first following our refund request process, we reserve the right to contest the chargeback and may suspend your access to ongoing Services until the dispute is resolved. If the chargeback is ruled in our favor, you will be responsible for any fees incurred (e.g., chargeback processing fees) plus the original Service fee.

5. Dispute Resolution

If you disagree with our refund decision, you may request a formal review by our Client Success Manager within 5 business days of receiving the decision. The review will include a re-evaluation of your request and supporting documentation, with a final decision issued within 7 business days. If the dispute remains unresolved, both parties agree to attempt mediation (conducted in Erie County, Pennsylvania) before pursuing legal action.

6. Contact Us

For questions about this Refund Policy or to submit a refund request, please contact our Client Success team:

Climbing Solo Inc.

502 W 7TH ST STE 100

ERIE, PA 16502-1333

Email: info@Climbing Solo Inc.com

Business Hours: Monday–Friday, 9:00 AM–5:00 PM ET