Refund Policy

Subject to additional or modified terms per account.

Fulfillment Policy

At New Reach, we are committed to providing transparent and efficient services to our clients. Please read our fulfillment policy carefully to understand our terms regarding fees, disputes, and support availability.

1. Non-Refundable Fees

All fees paid by the Client, with the exception of the Service Retainer, are non-refundable. This includes setup fees, design fees, late fees, and membership fees. Once payment is made to the Agency for these services, no refunds will be issued under any circumstances. The Client acknowledges and agrees to this policy upon payment.

2. Disputed Transactions

In the event of any disputed transactions initiated by the Client via credit/debit card or ACH bank transfer, a Dispute Resolution Fee of $100 per disputed transaction will be charged. This fee covers administrative costs, processing fees, and other expenses incurred by the Agency during the dispute resolution process.

The Client must report any billing issues or discrepancies within thirty (30) days of their appearance on the credit/debit card or bank statement. Failure to do so within this timeframe waives the Client’s right to dispute these issues.

3. Support Availability and Response Times

We strive to provide timely support and updates to all our clients. All support requests should be submitted through our dedicated helpdesk via email at support@anewreach.com. Our team aims to respond to all requests within three (3) business days from the date of submission.

4. Exclusions to Standard Response Times

Please note that our response times exclude all federal, state, and local holidays, as well as Black Friday, Christmas Eve, the day after Christmas, and New Year’s Eve. During these times, operations may be reduced or paused, potentially leading to delayed responses. We encourage clients to submit critical requests in advance of these recognized holidays to ensure timely resolution.

5. Prioritization of Requests

Requests will be prioritized based on their order of receipt and the urgency of the issue, as determined by the Agency. While we aim to provide the highest level of support, the Agency reserves the right to determine the urgency and to respond accordingly. We will make every reasonable effort to resolve issues efficiently and effectively.

Thank you for choosing New Reach. We appreciate your understanding and cooperation in helping us deliver quality services and support.