Refund Policy

This Refund Policy applies to all service fees, administrative fees, and other charges collected by Terrell Starr Insurance Agency, Inc. ("Company," "we," "us," or "our") in connection with insurance agency services provided to clients. Please read this policy carefully before engaging our services.

Please note that insurance premium refunds are governed by the terms of your individual insurance policy and the refund policies of the applicable insurance carrier — not by this Refund Policy. This policy applies only to fees charged directly by Terrell Starr Insurance Agency, Inc.

1. General Refund Philosophy

Terrell Starr Insurance Agency, Inc. is committed to delivering high-quality, professional insurance services. We strive to ensure that every client receives value from our services. If you have a concern about a charge or service outcome, we encourage you to contact us directly so we may address the matter promptly and fairly.

2. Service Fee Policies

2.1 Consultation Services

Initial insurance consultations and quote requests are provided at no charge. There is no fee for our initial assessment of your insurance needs, presentation of coverage options, or preliminary quote preparation.

2.2 Administrative and Processing Fees

In certain circumstances, we may charge administrative or processing fees for services such as policy changes, endorsement processing, certificate of insurance issuance, or document preparation. Any such fees will be disclosed to you in advance and are non-refundable once the requested service has been completed and delivered.

2.3 Consulting Retainer Fees

For clients who engage our agency for dedicated consulting services under a retainer or project agreement, fees are governed by the terms of the written agreement. Refund eligibility for retainer fees is determined by the specific agreement terms and the stage of service completion at the time of any cancellation request.

3. Non-Refundable Services

The following services and fees are generally non-refundable:

• Administrative processing fees for completed policy changes or endorsements
• Certificate of insurance issuance fees where the certificate has been prepared and delivered
• Rush processing fees for expedited service delivery
• Fees for completed document preparation, policy review, or coverage analysis services
• Any service fee for work that has been fully performed and delivered in accordance with the client's instructions

4. Duplicate Payment Handling

If you believe you have made a duplicate payment to Terrell Starr Insurance Agency, Inc., please contact us immediately at president@terrellstarrinsuranceagency.com or 470-776-4817 with documentation of the duplicate charge. We will investigate the matter promptly. Confirmed duplicate payments will be refunded in full within five (5) to ten (10) business days, depending on the payment method and banking institution.

5. Cancellation Request Procedures

5.1 Cancellation of Agency Services

To cancel your engagement with Terrell Starr Insurance Agency, Inc. or to request a refund of any eligible agency fee, you must submit a written cancellation request by email to president@terrellstarrinsuranceagency.com or by mail to 1671 Forest Parkway, Forest Park, GA 30297. Your request must include your full name, contact information, the service or fee in question, and the reason for your cancellation or refund request.

5.2 Cancellation of Insurance Policies

Cancellation of your underlying insurance policy is a separate process governed by your policy terms and carrier procedures. To cancel an insurance policy, you must submit a written cancellation request to the carrier. We can assist you in initiating and processing policy cancellation requests on your behalf. Any premium refund resulting from policy cancellation is issued by the insurance carrier — not by our agency — and is subject to the carrier's cancellation and refund procedures.

6. Refund Eligibility Conditions

A refund of agency fees may be considered under the following circumstances:

• A service was paid for but not rendered due to circumstances within our control
• A duplicate or erroneous charge was applied to your account
• A service was cancelled prior to commencement and prior to any work being performed
• A billing error resulted in an overcharge

Refund requests submitted after a service has been fully performed will be evaluated on a case-by-case basis at the sole discretion of Terrell Starr Insurance Agency, Inc. management.

7. Partial Refunds

In cases where a service has been partially completed at the time of a cancellation request, we may issue a partial refund reflecting the portion of the service not yet performed. The amount of any partial refund will be calculated based on the work completed relative to the total scope of service, as determined by our agency in good faith.

8. Insurance Carrier Premium Refunds

Premium refunds resulting from policy cancellation, mid-term premium adjustments, or policy corrections are issued by the insurance carrier directly and are not within the control of Terrell Starr Insurance Agency, Inc. The timing and amount of carrier premium refunds are governed by the carrier's policies, the terms of your insurance policy, and applicable state insurance regulations.

Policies cancelled at the insured's request may be subject to short-rate cancellation penalties as defined in the policy terms. We will provide you with information about potential cancellation penalties before processing a policy cancellation request.

9. Refund Review Process

Upon receipt of a written refund request, we will acknowledge your request within two (2) business days and provide a response regarding eligibility within five (5) business days. If additional information or documentation is required to evaluate your request, we will notify you promptly. Our determination regarding refund eligibility is final, subject to your rights under applicable law.

10. Refund Disbursement

Approved refunds will be processed using the same payment method used for the original transaction, where technically feasible. If the original payment method is unavailable, we will coordinate an alternative refund method with you. Approved refunds may require five (5) to ten (10) business days to appear in your account, depending on your payment provider and banking institution.

11. Chargeback Policy

We encourage clients to contact us directly to resolve any billing concerns before initiating a chargeback with their financial institution. If a chargeback is filed for a charge that was valid and for which services were rendered, we reserve the right to dispute the chargeback and provide documentation supporting the legitimacy of the charge. Clients who initiate unauthorized chargebacks may be subject to termination of services.

12. Dispute Resolution

If you have a billing concern or dispute that cannot be resolved through our standard refund process, please contact us in writing at president@terrellstarrinsuranceagency.com. We are committed to resolving disputes fairly and promptly. If a resolution cannot be reached through direct communication, disputes shall be subject to the governing law and dispute resolution provisions set forth in our Terms and Conditions.

13. Modifications to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted to our website with an updated effective date. This policy does not affect any statutory rights you may have under applicable law.

14. Contact Information

For refund requests, billing inquiries, or questions regarding this Refund Policy, please contact us at:

• Terrell Starr Insurance Agency, Inc.
• 1671 Forest Parkway, Forest Park, GA 30297, United States
• Email: president@terrellstarrinsuranceagency.com
• Phone: 470-776-4817

We respond to all billing inquiries and refund requests within two (2) business days.