Refund Policy

Merchant Hero Agency (a division of Merchant Hero LLC)
Effective October 28, 2026

We want you to be confident when you sign up. This policy explains when refunds are available for Merchant Hero Agency services and how to request one. If you have a signed proposal or service agreement with us, any different terms in that document control.

1. Setup and one-time fees

Some services include a one-time setup or onboarding fee, shown in your written proposal (for example, website builds, account setup, or Hero Command Center configuration).

Full refund within 3 business days: if you cancel within three (3) business days of paying a setup fee and before onboarding work has begun, we will refund the setup fee in full.
After work begins: once onboarding or build work has started, setup and one-time fees are non-refundable, because they cover time and resources we have already committed to your account.

2. Monthly subscription fees

Monthly fees are billed in advance and cover the full monthly billing period.
When you cancel, your service continues through the end of the period you have paid for, and you will not be charged again.
Monthly fees are not prorated, and we do not issue partial refunds for unused days in a billing period.

3. When we always refund

We will refund the full amount, regardless of the terms above, for:

Billing errors, such as being charged the wrong amount
Duplicate charges
Charges made after your cancellation took effect
Services we did not provide for a billing period because of an issue on our side

4. Third-party and pass-through costs

Advertising spend, messaging and phone usage, domain registrations, and other third-party costs that are paid on your behalf, as described in your proposal, are non-refundable once they have been incurred.

5. How to request a refund

Email: sean@merchantheroz.com with the subject line "Refund Request"
Phone: (845) 324-7101, Monday through Friday, 9:00 AM to 5:00 PM Eastern Time

Please include your name, business name, the date and amount of the charge, and the reason for your request.

6. Refund timeline

We will review your request and reply by email within two (2) business days.
Approved refunds are issued to the original payment method and are processed within 5 to 10 business days. Depending on your card issuer, it may take additional time for the credit to appear on your statement.
Refunds can be issued only to the original payment method.

7. Billing questions and disputes

If you have a question about a charge or believe you were billed incorrectly, please contact us first at sean@merchantheroz.com or (845) 324-7101. We respond to billing questions within two (2) business days and will work with you to resolve the issue quickly. Contacting us directly is usually the fastest way to get a correction or refund.

8. Contact us

Merchant Hero Agency (Merchant Hero LLC)
Phone: (845) 324-7101
Email: sean@merchantheroz.com
Website: merchantheroagency.com