Fulfillment & Refunds

This policy explains what we deliver, how long delivery takes, and when you get your money back. It applies to every order placed with Pembermoor Systems LLC and forms part of our Terms of Service.

In one line: nothing is printed until you approve a proof, and until it is printed you can cancel for a full refund.

1. What is delivered, and how

We do not ship physical goods to customers. Everything we sell is a service we perform: artwork we design, a printed slot we install in a venue, a website we build and host, or a monthly service we operate on your behalf. Where a physical item exists — the board and the printed slot — it is installed by us in the host venue and remains our property.

2. Delivery times

What you bought	Milestone	Time
Board advertising slot	Artwork proof sent to you	5 business daysfrom payment and receipt of your logo and copy
Board advertising slot	Printed and installed	15 business daysfrom your written proof approval
Board advertising slot	Installation photograph sent	3 business daysfrom installation
Artwork change during term	Reprinted and replaced	15 business daysfrom approval of the new proof
Website build	Site live	20 business daysfrom receipt of your content
AI voice agent setup	Agent answering your line	10 business daysfrom receipt of your call script and approvals
Monthly services	Service active	5 business daysfrom the first payment

These periods do not run while we are waiting for material, an approval or a decision from you. If we are going to miss a date, we tell you before it passes and give you a new one; if the new date does not work for you, you may cancel that item for a full refund.

3. Refunds — board advertising slots

Before we send the proof, or after the proof but before printing: cancel for any reason and receive a 100% refund.
After printing but before installation: we refund everything except our print cost, which is capped at US$75 per slot.
After installation, if we caused the problem: if the board is removed, damaged beyond repair, or the venue closes, we relocate your slot to a comparable venue at no cost. If we cannot relocate within 30 days, we refund the unused whole months of your term on a pro‑rata basis.
After installation, if the slot is wrong: if what we installed does not match the proof you approved, we reprint and replace it at our cost. If we cannot put it right within 15 business days, you may cancel and receive a 100% refund.
After installation, change of mind: the twelve‑month term is not refundable, because the slot has been printed and the category has been held for you. We will relocate your slot once at no charge if the placement is not working for you.

4. Refunds — monthly services

Cancel at any time with 30 days’ written notice. There is no cancellation fee and no minimum term.
The month already paid for is not refunded; the service runs to the end of the notice period.
If a service we billed you for was not actually delivered in a given month, we refund that month in full.
We do not bill a month in advance once you have given notice for it.

5. Refunds — one‑time projects

Website build: a 50% deposit is taken before work starts. The deposit is refundable in full until we begin design work, and not afterwards. The balance is refundable in full if we fail to deliver a working site.
AI voice agent setup: refundable in full until we provision a telephone number, and not afterwards, because the number and the carrier charge are committed at that point.

6. Cancellation of a board by the host venue

A host venue may ask us to remove a board at any time. This is not a fault of yours or ours. We relocate every affected slot to a comparable venue at no cost, and if we cannot do so within 30 days we refund the unused whole months on a pro‑rata basis. We notify you within 5 business days of learning that a board will be removed.

7. How to request a refund

Email billing@pembermoor.com with your business name, the invoice number, and what you would like to happen.
We acknowledge within 1 business day and give you a decision within 5 business days.
Approved refunds are returned to the original payment method within 10 business days of the decision. Your bank may take a few days more to show it.

8. Before you raise a chargeback

If you do not recognise a charge, or you believe something was not delivered, please contact us first at billing@pembermoor.com or on +1 (307) 218-8722. We can almost always resolve it the same week, which is faster than any card dispute process and leaves your account in good standing. Charges from us appear on your statement as PEMBERMOOR.

9. Promotions and trials

Where we offer a discount, a free month or a trial, the conditions, the end date and the price that applies afterwards are stated in writing on your quote and on your invoice before you pay. A promotion never converts into a paid subscription without your written agreement.

10. Contact

Pembermoor Systems LLC, 30 N Gould St, Ste N, Sheridan, WY 82801, United States.
Billing and refunds billing@pembermoor.com · general hello@pembermoor.com · telephone +1 (307) 218-8722, Monday to Friday 9:00–17:00 US Mountain Time.

Fulfillment & Refund Policy