Fulfillment Policy

Services and Delivery

Our agency specializes in building custom websites and software solutions for residential real estate agents and brokerages. Our products are typically subscription or retainer-based, covering not only the initial build but also ongoing maintenance and support.

Project Timeline

The delivery timeline for any particular product is determined by the scope of the project and is communicated and agreed upon at the time of hire. Before beginning work, we create a detailed outline of features that is agreed upon by both parties.

Subscription and Billing

Our services are primarily subscription-based. Subscriptions cover ongoing maintenance, support, and agreed-upon updates to your product.

Please note that all our transactions are processed in United States Dollars (USD).

Upfront Fees

For some projects, we may request an upfront fee. In such cases, we typically request 50% of the fee at hire and the remainder when the product is delivered.

Cancellation Policy

We believe in the quality of our products and services, which is why we don't use long-term contracts. If a customer is ever dissatisfied, they can cancel their subscription at any point by contacting us by email or through their product dashboard.

Cancellation Process

1. Cancellation requests are given priority and typically responded to immediately.
2. For email cancellations, proration will be based on the timestamp of when the email was received by our team.
3. Customers will never be charged after they have officially requested cancellation.

Refunds Upon Cancellation

• For products that become inaccessible upon cancellation (like websites), the remainder of any month paid is refunded back to the customer.
• For products that can still be used (software), the subscription terminates at the end of the billing cycle and is not renewed.

Refund Policy for Upfront Fees

• If a project has been scheduled but work has not yet begun, the initial fee will be refunded if a customer chooses not to continue with our services.
• Once work has begun (after the detailed outline has been agreed upon and the upfront fee paid), the first half of the upfront fee is typically not refundable.
• Upfront fees are generally not refundable for work that has already been completed, except in special cases which will be evaluated on an individual basis.

Changes and Revisions

We typically don't track or charge for revisions and changes, as long as they fall within the original scope of the project. This includes:

• Tweaks to the interface
• Addition of small features that align with the original vision

For changes clearly outside the original scope:

• We reserve the right to charge for additional features or substantial changes.
• Before beginning any work that may incur additional charges, we will discuss the changes with the client, clearly communicate any additional costs, and obtain the client's agreement.
  

Support

Our support team is available by email from 9am-5pm PST, 7 days a week. Our typical response time is less than 24 hours.

Payment Security and PCI Compliance

We are committed to ensuring that your payment information is handled safely and securely. We use Stripe as our payment processor, which complies with the Payment Card Industry Data Security Standards (PCI DSS). All transactions are encrypted using HTTPS to protect your data during transfer. Rest assured that your payment details are handled with the utmost care, following industry-standard security practices. We do not store sensitive card information, and our systems are regularly updated to prevent unauthorized access or card testing.

Data Protection and Privacy

We are committed to protecting your data:

• We only collect and store data necessary for providing and maintaining your product and account.
• We do not collect data for marketing purposes.
• We will never sell customer data to third parties.

For more detailed information about our data practices, please refer to our Privacy Policy.

Dispute Resolution and Contact Information

In the event of any dispute or dissatisfaction, we encourage our clients to contact us immediately. We are committed to resolving any issues in a fair and timely manner.

For any questions, concerns, or to discuss your project, please contact us by email at hello@rowhouseone.com.

This policy is subject to change. Any modifications will be communicated to our clients and updated on our website.