Refund Requirements

1. Limited Refund Requirements

The $2,000 Service Fee is non-refundable except for the limited refund described in this Section. Because substantial strategy, buildout, campaign development, implementation, CRM configuration, automation, creative, and management work begins after payment, the Client is not entitled to a prorated or unused-service refund merely because the Client terminates the Services, pauses campaigns, or chooses not to use the system. A Client may request consideration for a refund of the $2,000 Service Fee only if EVERY requirement below is satisfied in full:

• Five-month qualifying period. The Client must have continuously used the Services for at least five (5) consecutive months. The first three months are covered by the initial Service Fee. If the Client seeks refund eligibility after month three, the Client must elect continuation in writing and remain current on the $250 monthly support fee for months four and five.
• Refund-request deadline. The refund request must be submitted no later than six (6) months and two (2) weeks after the date of the initial Service Fee payment, subject only to reasonable extensions for documented platform outages, account errors, or other events outside the Client’s reasonable control that materially prevented normal campaign operation.
• Continuous campaign use. The Client must maintain the recommended campaigns continuously throughout the qualifying period and may not materially pause, disable, or restructure the campaigns without coordination with BluStar.
• Required advertising level. The Client must maintain the agreed recommended Advertising Spend for five (5) consecutive months. Under this universal agreement, this means approximately $40/day, subject to the $1,200 monthly cap, unless a different budget and/or cap has been expressly agreed in writing for the Client.
• No material bypassing or disabling. The Client must not materially bypass, alter, delete, or disable agreed qualification questions, targeting, campaign structure, landing pages, automations, CRM workflows, or follow-up systems without BluStar’s prior Written Approval or coordination.
• Appointment availability. The Client must maintain sufficient appointment availability and must not intentionally restrict calendar availability in a manner that materially prevents Qualified Appointments from being booked.
• Appointment attendance. The Client or an Authorized User must attend each Qualified Appointment received through the System or promptly reschedule the appointment when appropriate.
• Prospect follow-up. The Client or an Authorized User must follow up promptly with responsive prospects, including at least five (5) direct call attempts during the first thirty (30) days when appropriate, and must respond to inbound replies within seventy- two (72) hours. Automated messages do not count as required direct call attempts.
• CRM usage. The Client must use the CRM and provided pipeline to track and update lead status and must not intentionally delete contacts, conversations, appointment records, or relevant campaign data.
• Training and onboarding. The Client must complete any onboarding, system, CRM, and conversion training reasonably provided as part of the Services.
• Licensing. The Client must remain properly licensed and legally able to originate or broker mortgage loans in the markets being advertised for the entire qualifying period.
• Timely issue reporting. The Client must report material system errors, outages, or advertising-account restrictions to BluStar within twenty-four (24) hours of becoming aware of the issue and reasonably cooperate in resolving them.
• Current payments. The Client must remain current on all amounts owed to BluStar and all third-party costs necessary to operate the System, including any approved $250 monthly continuation fees required for refund eligibility.
• Closed/funded loan threshold. The Client must have received fewer than three (3) closed/funded mortgage loans during the five-month qualifying period that were directly or indirectly attributable to the Services, the System, or leads generated through the System. If the Client closes three (3) or more such loans, no refund will be owed under this Section.
• Formal request and records. The Client must submit a formal written refund request with reasonable supporting documentation, which may include CRM records, appointment records, advertising-spend records, campaign reports, and loan- status records.
• Review cooperation. Following a refund request, the Client must reasonably cooperate with BluStar’s review and provide additional documentation reasonably required to verify eligibility.

Active continuation. For the full five-month qualifying period, the Client must remain an active client, remain current on applicable continuation fees, and maintain the systems necessary to evaluate the performance commitment.

If, after reviewing the applicable records, BluStar determines that every condition above has been satisfied and that the 35 Qualified Appointment commitment was not met during one or more eligible full calendar months for reasons attributable to BluStar’s performance rather than Client non-compliance or an excluded external event, BluStar will refund the $2,000 Service Fee.

Advertising Spend, third-party fees, taxes, payment-processing fees, domain costs, messaging/telephony usage charges, and other external costs are not refundable. The limited refund described in this Section is the Client’s sole and exclusive remedy for failure to meet the appointment performance commitment. No refund is available if any eligibility requirement is not satisfied in full.

2. How to Submit a Request

Send your formal refund request, along with supporting CRM records, appointment records, advertising-spend records, campaign reports, and loan-status records covering the full qualifying period, to team@blustardigitalmedia.com. Requests submitted without supporting evidence will not be reviewed.