Refund policy

Block9 LLC

Effective Date: April 30, 2026
Last Updated: August 20, 2026

Block9 LLC provides consulting, configuration, education, and limited development services in blockchain technologies (with a focus on Bitcoin Layer 1 and Bitcoin Layer 2, including Stacks), customer relationship management, and artificial intelligence and automation. We also offer related merchandise through our Shopify store at www.block9.app and curated affiliate products. This policy explains how refunds, rescheduling, returns, and related matters are handled across each of those offerings.

Please read it carefully before booking a service or placing an order. By engaging Block9 LLC, you acknowledge and agree to these terms.

Important Disclaimer. Block9 provides technology consulting, configuration, and education services only. We are not financial, investment, legal, tax, or accounting advisors, and we do not custody, transmit, hold, or have access to client funds, private keys, seed phrases, or wallet credentials at any time. Please see Sections 1 and 3.1 of our Terms of Service for the full statement of what Block9 does and does not do.

1. Services, Consulting, Education & Workshops

This section applies to all consulting sessions, configuration services (e.g., wallet setup, node setup, CRM implementation), educational sessions, a la carte time blocks, Blocks of Time engagements, and standard workshops (Bitcoin Basics; Bitcoin & Bitcoin Layers). The Block9 Orange Case package is addressed separately in Section 2.

1.1 No Refunds

All consulting, configuration, education, workshop, and related services are personalized, time-sensitive, and reserved exclusively for the booking client. Payments become non-refundable upon booking confirmation, regardless of payment method (Apple Pay, Visa, Mastercard, PayPal, Stripe, or cryptocurrency such as Bitcoin or STX through designated platforms such as BTCPay Server or Boom).

If you anticipate needing more time than the block you selected, please book a longer duration or schedule additional blocks in advance.

1.2 Rescheduling by the Client

To reschedule, notify us at least 48 hours (calendar hours, U.S. Central Time) before your scheduled appointment. Within that window, we will reschedule at no cost, subject to availability. Email support@block9.app to arrange.

Late cancellations and no-shows are not eligible for rescheduling or refunds. Block9 may, at its sole discretion, offer a one-time courtesy reschedule; doing so does not establish a precedent or entitlement for future bookings.

1.3 Rescheduling by Block9

If Block9 must cancel or reschedule a session due to circumstances outside our control (illness, technical failure, weather, travel disruption, or similar events), we will offer the earliest available replacement slot or, at the client's option, a full refund of the affected session. Where the original payment was made in cryptocurrency, refunds are issued per Section 7.

1.4 Blocks of Time

Hours purchased under a Blocks of Time engagement expire 120 days (approximately 4 months) from the date of purchase. Unused hours after that period are forfeited and are not refundable, transferable, or extendable except at Block9's sole discretion.

As a courtesy, Block9 will make reasonable efforts to notify clients by email at least thirty (30) days before hours are scheduled to expire. Failure to send or receive such notice does not extend the expiration period.

Scheduling of hours must be coordinated in advance through the unique booking link provided to the client. Only clients with engagements of 120 hours or more may apply purchased time toward standard workshops, subject to scope and availability.

1.5 Workshops

Standard workshop bookings (Bitcoin Basics; Bitcoin & Bitcoin Layers) follow the same terms as consulting sessions: payment is non-refundable upon booking; rescheduling requires at least 48 hours' calendar notice. Group or team bookings of 10 or more participants may be subject to additional terms communicated at the time of booking. Workshops are designed to support up to 25 participants.

1.6 No-Cost Discovery and Introductory Calls

Complimentary discovery calls and 10-minute introductory calls are offered as a courtesy and do not constitute a service engagement. They create no obligation on either party until a paid booking is confirmed in writing.

1.7 Recordings

Block9 may, with client consent, record consulting or workshop sessions for quality, training, or reference purposes. Block9 is not obligated to provide recordings to clients, and a missing, failed, or unavailable recording is not grounds for a refund or rescheduling.

1.8 CRM, AI, and Multi-Phase Engagements

Engagements involving CRM implementation, AI configuration, or other multi-phase project work are typically governed by a written proposal and acceptance letter that sets out milestones, deliverables, and payment terms. Where such a document exists, its refund and cancellation terms control for that engagement. In the absence of a written proposal, the terms of this Section 1 apply.

Deposits and milestone payments for project-based work are non-refundable once the corresponding phase has commenced. Where a client terminates a project mid-phase, Block9 will invoice for work performed through the termination date and will deliver work product completed to that point, subject to payment in full.

2. Block9 Orange Case Package

The Orange Case is a premium, customized, onsite engagement that includes pre-engagement discovery, travel logistics, customized educational content, hands-on configuration, and physical goods. Because of the planning, preparation, and travel commitments involved, the following terms apply.

2.1 No Refunds

All payments for the Orange Case package are non-refundable, regardless of payment method (Apple Pay, Visa, Mastercard, PayPal, Stripe, or cryptocurrency such as Bitcoin or STX through designated platforms such as BTCPay Server or Boom).

2.2 Rescheduling

Rescheduling requires at least two (2) weeks' calendar notice (U.S. Central Time) prior to the scheduled engagement start date. Email support@block9.app within that window to request a new date, subject to availability. Requests with less than two weeks' notice disqualify the engagement from rescheduling or refund.

2.3 Travel and Onsite Expenses

Travel expenses (airfare, lodging, ground transportation, per diem, and similar costs) for onsite engagements are billed separately and are non-refundable once incurred or pre-paid by Block9, regardless of whether the engagement subsequently proceeds. Where travel must be rebooked due to client-initiated rescheduling, change fees and fare differences are the client's responsibility.

2.4 Hardware and Physical Goods

Hardware devices (e.g., a Ledger device) used during an Orange Case engagement are typically client-provided. Physical goods supplied by Block9 (such as a fireproof document bag or steel backup plate) are subject to the merchandise terms in Section 3, except that opened or used items are non-returnable.

3. Merchandise (Shopify Store)

3.1 Limited 14-Day Return Window

Most merchandise sold through www.block9.app is custom-made or print-on-demand and is non-returnable due to its personalized nature. In the limited cases where returns are permitted, you have 14 days from the date of receipt (whether shipped or hand-delivered during an onsite engagement) to request a return. Items must be unused, unworn, with original tags, in original packaging, and in the same condition as received, with proof of purchase (e.g., order confirmation).

3.2 Return Process

Email support@block9.app with your order number and reason for return. If approved, Block9 will provide return instructions, including the return address (which may be a Block9 address or a third-party fulfillment vendor's address, depending on the item). Returns sent without prior approval will not be accepted. Approved refunds, excluding original shipping costs, are processed to the original payment method within 7 to 14 business days of receipt and inspection at the designated facility, subject to processor timing.

3.3 Hand-Delivered Merchandise

For merchandise hand-delivered during an onsite engagement (e.g., Orange Case), the 14-day window begins on the date of hand-off.

3.4 Damaged or Incorrect Items

Inspect your order upon receipt. If an item is damaged in transit or incorrect due to Block9's processing or shipping error, email support@block9.app within 14 days with photographs and your order number. Approved replacements or refunds will be issued at Block9's discretion. Cryptocurrency payments are refunded per Section 7.

3.5 Non-Returnable Items

The following are non-returnable except where required by law or where defective due to Block9's error:

• Custom or print-on-demand merchandise (including items produced via Printify or comparable vendors), per the vendor's policies.
• Resold products sourced from third-party manufacturers, except for defects attributable to Block9's processing or shipping.
• Sale items, gift cards, perishable goods, personal care products, and any hazardous materials, flammable liquids, or gases.
• Merchandise purchased with cryptocurrency, except for items defective or incorrect due to Block9's error (refunds issued per Section 7).

3.6 Manufacturing Defects

Block9 acts as a reseller and customizer, not a manufacturer. Block9 is not liable for manufacturing defects, customization errors, or quality issues attributable to third-party producers (e.g., Printify). Such claims must be directed to the manufacturer. Block9's liability is limited to errors in our own processing, packaging, or shipping.

3.7 Initial Shipping Costs

Initial shipping costs are non-refundable on returned items unless the return is the result of Block9's error (e.g., wrong item shipped).

3.8 Delayed, Lost, or Undelivered Orders

The "no refunds" terms in this policy do not override the following rights, which are set out in full in our Shipping Policy:

• Delayed orders. If Block9 cannot ship within the timeframe stated at checkout — or within thirty (30) days where no timeframe was stated — we will notify you before that period expires and offer the option to cancel for a full refund, including shipping charges. Refunds on cancellation are issued within seven (7) business days, or one billing cycle for credit card payments.
• Lost shipments. If a shipment shows no tracking movement for 14 consecutive days, or has not arrived within 4 weeks of dispatch, and is confirmed lost, Block9 will provide a replacement or a full refund.
• Risk of loss. Title and risk of loss pass to you on delivery. Until then, Block9 bears the risk of loss or damage in transit.

Cryptocurrency-paid orders are refunded in U.S. dollars per Section 7.

3.9 Shipping Region

Block9 currently ships merchandise within the United States only. International shipping, if and when offered, will be governed by then-current terms posted at www.block9.app.

4. Affiliate Products

Some products listed or linked on www.block9.app are offered through affiliate partners, including but not limited to Amazon, SoloSatoshi LLC, Ryder, Ledger, and Bitcoin Trading Cards providers. Purchases of those products are made directly through the partner's platform and checkout, not through Block9 LLC.

Returns, refunds, warranty claims, and customer support for affiliate products are governed entirely by the partner's policies. Block9 does not process those transactions and has no role in fulfillment, payment processing, returns, or warranty resolution. Please contact the partner's customer support directly for assistance.

Block9 may earn a commission on qualifying purchases made through affiliate links. This does not affect the price you pay.

5. Hardware Sold or Recommended by Block9

Hardware devices that Block9 sells, recommends, or assists in configuring (including hot wallets, cold wallets, hardware nodes, and security accessories) carry only the manufacturer's warranty, where applicable. Block9 is not responsible for hardware defects, failures, supply-chain tampering occurring before our receipt, lost or stolen devices, firmware issues, or compromise of devices after they leave a session. Clients are responsible for verifying device authenticity and following the manufacturer's security guidance.

6. Gift Cards

Block9 gift cards are non-refundable and non-returnable, regardless of payment method.

Gift card funds do not expire for five (5) years from the date of purchase, consistent with federal law, or for such longer period as the law of your state requires. Where state law prohibits expiration of gift card funds entirely, that law controls and the funds will not expire.

Unused balances after any applicable expiration cannot be redeemed, refunded, or extended except where required by applicable law.

7. Cryptocurrency Payments and Refunds

Block9 accepts cryptocurrency payments (including Bitcoin and STX) only through designated platforms such as BTCPay Server or Boom, or by peer-to-peer transfer to a Block9-provided wallet address, with payment instructions provided at the time of purchase. Clients are solely responsible for sending the correct amount, to the correct address, on the correct network, with sufficient fees. Block9 is not liable for losses arising from incorrect addresses, wrong networks, insufficient fees, custodial-platform failures, or any other client-side error.

Irreversibility. Cryptocurrency transactions are irreversible. Block9 cannot reverse, refund, or recover a cryptocurrency payment once it is broadcast and confirmed.

Refunds where required. Where a refund is required by law or otherwise issued at Block9's discretion for a cryptocurrency payment, the refund will be calculated in U.S. dollars based on the USD value at the time of the original transaction (as recorded by Block9 or its payment processor at checkout) and issued via ACH, check, or another fiat method at Block9's discretion. Block9 does not issue refunds in cryptocurrency. You accept the exchange-rate risk between the date of payment and the date of any refund.

8. Client Protections

Your security and privacy are critical. Block9 LLC will never:

• Ask for your seed phrase, recovery phrase, or any portion thereof.
• Request the private keys to any of your wallets.
• Request login credentials or passwords to your third-party accounts (exchanges, email, etc.).
• Ask you to send cryptocurrency to any address other than payment addresses provided through our designated checkout platforms (e.g., BTCPay Server, Boom) for confirmed Block9 invoices.
• Ask you to screen-share private keys, seed phrases, recovery materials, or sensitive financial information.

If you receive any such request claiming to be from Block9, do not respond. Contact us immediately at support@block9.app to verify.

9. General Terms

• All refund, return, and rescheduling requests must be submitted in writing to support@block9.app.
• Block9's services and materials are for technical and educational purposes only and do not constitute financial, investment, legal, or tax advice. Clients are responsible for their own decisions and should consult qualified, licensed professionals.
• Block9 acts as a reseller or customizer of merchandise, not as a manufacturer. Block9's liability for merchandise is limited to errors in its own processing, packaging, and shipping.
• Payment method (fiat or cryptocurrency) does not modify these terms; refunds, where applicable, follow the provisions above.
• Block9 reserves the right to deny refunds, returns, or rescheduling where the conditions of this policy are not met, where there is reasonable suspicion of fraud or abuse, or where required by applicable law or sanctions regimes.
• Clients agree not to initiate chargebacks for services rendered or for non-refundable items as defined in this policy. Fraudulent or unwarranted chargebacks may result in account suspension and collection action for the disputed amount plus reasonable fees.
• This policy applies to purchases made through www.block9.app or directly with Block9 LLC and does not apply to transactions completed on affiliate-partner platforms, or to services offered under separate terms at agents.vb9.app.
• Nothing in this policy limits any right you have that cannot be waived under applicable consumer protection law.
• This policy is governed by the laws of the State of Missouri, without regard to its conflict-of-laws principles. Any disputes arising under this policy are subject to the dispute-resolution provisions in the Block9 Terms of Service.
• Block9 may update this policy from time to time. The Last Updated date at the top of this document reflects the most recent revision. Continued use of our services or website after an update constitutes acceptance of the revised policy.

10. Contact

For refund, return, and rescheduling requests: support@block9.app
For sales and general inquiries: sales@block9.app
Phone: (636) 224-8069
Mailing address: Block9 LLC, PO Box 2, Barnhart, MO 63012
Web: www.block9.app