This Refund & Cancellation Policy applies to all services provided by DUALSTACK LLC (“DUALSTACK,” “we,” “us”), a Florida limited liability company, including services provided under its operating brand Mako. This Policy is incorporated into and forms part of our Terms of Service.
1. General Rule
All fees are non-refundable except as expressly provided in this Policy. We state our refund terms clearly and in advance so that both parties know exactly where they stand.
2. Nature of Our Services
DUALSTACK provides business-to-business managed software services, including AI voice agents, WhatsApp automation, AI-driven digital advertising management, and operational integrations. Services are provided under individual service agreements and are billed as (a) a one-time implementation fee and (b) recurring monthly service fees, charged in advance, plus (c) pass-through consumption costs where applicable.
3. Implementation Fees
Implementation fees cover custom engineering, configuration, and deployment work, as well as the reservation of engineering capacity for your project. Once implementation work has commenced — or once the scheduled start date has passed, whichever occurs first — implementation fees are non-refundable. If you cancel a signed engagement before any implementation work has started and before the scheduled start date, we will refund the implementation fee minus any payment-processing costs already incurred.
4. Monthly Service Fees
Monthly service fees are billed in advance at the start of each billing period. Monthly fees are non-refundable once the billing period has started. If you cancel, your service remains active through the end of the current paid billing period, and no further charges will be made. We do not issue prorated refunds for partial billing periods or for features or capacity you chose not to use.
5. Third-Party and Consumption Costs
Certain costs are passed through to you at cost or as agreed in your service agreement, including advertising spend (e.g., Meta platforms), telephony usage, messaging fees, and AI model consumption. These are costs paid to third parties on your behalf and are non-refundable under any circumstances once incurred.
6. Client-Caused Delays
Delivery of the Services requires your timely cooperation as described in our Terms of Service (for example, granting access to your Meta Business Manager, WhatsApp accounts, telephony numbers, or approving materials). If the Services cannot be delivered or operated because you fail to provide required access, information, or approvals, fees remain due and are not refundable on that basis. We will make reasonable efforts to reschedule and assist you in completing your side of the setup.
7. Service Issues and Remedies
If a Service materially fails to operate as agreed due to causes within our control, notify us at hello@dualstack.llc and we will work to remedy the issue promptly. Where a verified failure is not remedied within a reasonable period, our standard remedy is a service credit applied to a future billing period, proportional to the verified disruption. Service credits are the exclusive remedy for service disruptions and have no cash value. Dissatisfaction with business results (leads, sales, advertising performance) is not a service failure and is not grounds for a refund, as set out in Section 6 (No Guarantee of Results) of our Terms of Service.
8. How to Cancel
You may cancel your service at any time by providing written notice to hello@dualstack.llc at least thirty (30) days before your next billing date. Cancellation takes effect at the end of the current paid billing period. There are no cancellation penalties beyond the terms above.
9. Billing Errors
If you believe you have been charged in error, contact us at hello@dualstack.llc within fourteen (14) days of the charge. Verified billing errors will be refunded in full to the original payment method within ten (10) business days. This is the only circumstance in which cash refunds are issued as a matter of course.
10. Chargebacks
Please contact us before initiating a chargeback with your card issuer — most billing concerns can be resolved directly and faster. Chargebacks filed on charges made in accordance with your service agreement and this Policy constitute a material breach, may result in immediate suspension of services, and we reserve the right to recover the disputed amounts and related costs as permitted by law.
11. Contact
DUALSTACK LLC · 10482 NW 31st Terrace, Office 1-D, Doral, FL 33172, USA
hello@dualstack.llc