Policies

Service Delivery Policy

Professional services delivered through the platform (grant strategy, application preparation, training, post-award compliance support, and related professional services) are delivered by independent Strategists and Instructors under their own agreements with Clients. For general service engagements, the Service Engagement Agreement (SEA) governs delivery. For Special Project Rate engagements, the SPRA Client Agreement governs delivery.

Expert Grant Ecosystem provides the platform infrastructure through which these services are delivered. Expert Grant Ecosystem is not a party to the SEA between Client and Strategist and does not direct or control the professional services. Service quality, methodology, timeline, and deliverables are governed by the applicable SEA or SPRA Client Agreement and are the responsibility of the assigned Strategist or Instructor.

Refund Policy

Refund eligibility and process for service-delivery charges are governed by the applicable Service Engagement Agreement or SPRA Client Agreement. The Client Platform Agreement at §5.10 preserves prepaid balances on active SEAs across CPA termination. Overpayments to the platform's billing infrastructure are credited to the Client account and refundable on request per CPA §5.7. Platform Catalog Product refunds (educational courses, digital tools, resource subscriptions) are governed by the applicable product-specific refund policy.

Approved billing-infrastructure refunds are processed within five (5) to ten (10) business days back to the original payment method, consistent with the commercially reasonable timeframe under CPA §5.7.2. Service-delivery refund timeframes are governed by the applicable Service Engagement Agreement or SPRA Client Agreement.

For refund questions, contact the assigned Strategist for service-delivery refunds, or contact Expert Grant Ecosystem platform support for billing-infrastructure refunds.

Disputed charges and chargebacks

If you believe a charge processed through the platform is incorrect, please contact platform support at contact@expertgrants.com before initiating a chargeback with your card issuer. Most billing disputes can be resolved directly through platform support, which avoids the time and complexity of the card-network chargeback process. For service-delivery concerns (scope, deliverables, timeline, quality), contact your assigned Strategist or Instructor through the channels established in your Service Engagement Agreement. As Merchant of Record per CPA §5.8.1, Expert Grant Ecosystem participates in chargeback and dispute resolution end-to-end through the platform's dispute infrastructure (Universal Rolling Reserve Protocol; PSA Exhibit B §1.3.1.7 MoR risk absorption).

Cancellation Policy

CPA termination procedures are governed by Article 15 of the Client Platform Agreement. SEA or SPRA Client Agreement cancellation is governed by the applicable Service Engagement Agreement or SPRA Client Agreement. Strategist (Subscriber), Referral Agent, and Instructor termination of platform participation is governed by their respective operative agreements (PSA, RAA, ISA). For cancellation questions, contact the relevant party per the customer service routing block below.

Payment Security and PCI Compliance

Payment processing on the platform is handled by Stripe; Expert Grant Ecosystem does not store payment card information on its own systems. Stripe is PCI Service Provider Level 1 certified, the highest level of payment card industry compliance. All payment pages and forms use HTTPS encryption. Expert Grant Ecosystem LLC appears as the merchant of record on cardholder statements for transactions processed through the platform's billing infrastructure.

Restricted Industries and Eligibility Disclosure

The platform serves grant-seeking businesses across most industries. Certain industries are restricted from platform participation under the platform's Restricted Industries Policy to maintain compatibility with grant administrator eligibility requirements. Prospective Clients can confirm industry eligibility via the platform's Restricted Industries Eligibility Reviewer tool (when available) or by contacting Expert Grant Ecosystem.

Merchant of Record disclosure

Expert Grant Ecosystem LLC serves as Merchant of Record for transactions processed through the platform's billing infrastructure. Invoices are generated and processed by Expert Grant Ecosystem's systems on behalf of the assigned independent professional. As Merchant of Record, Expert Grant Ecosystem absorbs payment-related risk (chargebacks, payment disputes, third-party Dispute Fees and Chargeback Penalties) as a Core Infrastructure Pillar contracted under PSA Exhibit B §1.3.1.7; the platform's seller-side Counterparties do not absorb that risk. Expert Grant Ecosystem's role as Merchant of Record is operational; it does not make Expert Grant Ecosystem a party to, guarantor of, or beneficiary of any Service Engagement Agreement per CPA §5.8.1 and §5.8.4.

Accessibility

Expert Grant Ecosystem is committed to making this website accessible to all users, including those with disabilities. The site is designed and developed to conform to Web Content Accessibility Guidelines (WCAG) 2.1 Level AA where reasonably feasible. Accessibility is an ongoing effort; if you encounter content or functionality on this website that is not accessible to you, please contact contact@expertgrants.com so we can address the issue.

Equal access and non-discrimination

Expert Grant Ecosystem operates the platform as a marketplace open to qualified participants regardless of race, color, religion, creed, sex, pregnancy, sexual orientation, gender identity, gender expression, national origin, ancestry, age, disability, veteran or military service status, marital status, familial status, genetic information, citizenship or immigration status, or any other characteristic protected by applicable federal, state, or local law. Counterparty admission to each platform role is based on the qualifications and requirements documented in the applicable operative agreement and any associated certification or onboarding process. Concerns about platform participation may be directed to contact@expertgrants.com.