Refund Policy

This Refund Policy governs the circumstances under which YATES INSURANCE AGENCY, INC. (“Company,” “we,” “our,” or “us”) may issue refunds in connection with our insurance brokerage services. Please read this policy carefully. By engaging our services, you acknowledge and agree to the terms set forth herein.

As an insurance agency and brokerage, it is important to understand that the majority of premium payments are made directly to insurance carriers — not to Yates Insurance Agency, Inc. Refunds of insurance premiums are governed primarily by the terms and conditions of your specific insurance policy and the policies of the issuing carrier. This Refund Policy addresses service fees charged directly by Yates Insurance Agency, Inc. as well as general guidance regarding carrier-issued premium refunds.

1. Service Fee Policies

Yates Insurance Agency, Inc. may charge service fees for certain administrative, consulting, or placement services provided in connection with your insurance coverage. Any service fees charged by our agency are separate from insurance premiums and are subject to the refund conditions described in this policy.

Service fees are generally considered earned upon the completion of the service for which they are charged. The specific services to which fees apply and the amounts charged will be disclosed to you prior to any fee being collected.

2. Administrative Processing Fees

Administrative processing fees may be charged for policy changes, endorsements, certificate issuance, and other administrative services. These fees compensate our agency for the time and resources required to process your request. Administrative processing fees are non-refundable once the requested service has been initiated, regardless of whether the underlying policy change is subsequently reversed or cancelled.

Examples of non-refundable administrative fees include:

• Policy endorsement processing fees
• Certificate of insurance issuance fees
• Policy reinstatement processing fees
• Rush processing fees for expedited service requests
• Document retrieval and duplication fees

3. Non-Refundable Completed Services

The following services are considered fully rendered upon completion and are not eligible for refund:

• Insurance consulting sessions that have been conducted in full.
• Coverage gap analysis and risk assessment services delivered in written or verbal form.
• Policy comparison and carrier selection services completed prior to cancellation of the engagement.
• Any service for which a written service agreement has been executed and the service has been substantially performed.

4. Duplicate Payment Handling

In the event that you make a duplicate payment for the same service or invoice, we will issue a full refund of the duplicate payment upon verification. To report a duplicate payment, please contact us promptly at presley@yatesinsuranceagencyinc.com or by phone at 404-747-3925. We will investigate and process verified duplicate payment refunds within ten (10) business days of confirmation.

5. Cancellation Request Procedures

To request cancellation of a service engagement or insurance policy facilitated through our agency, you must submit a written cancellation request. Cancellation requests may be submitted by:

• Email to presley@yatesinsuranceagencyinc.com with the subject line “Cancellation Request”
• Written letter delivered to our office at 2800 Century Parkway NE, Suite 300, Atlanta, GA 30345
• By calling 404-747-3925 and following up with written confirmation

Your cancellation request must include your full name, policy number (if applicable), contact information, the service or policy you wish to cancel, and the requested effective date of cancellation. We will acknowledge receipt of your cancellation request within two (2) business days.

6. Refund Eligibility Conditions

To be eligible for a refund of agency service fees, the following conditions must be met:

• The refund request must be submitted within thirty (30) days of the original payment date.
• The service for which the fee was charged must not have been substantially performed or delivered.
• The request must be accompanied by documentation supporting the basis for the refund.
• There must be no outstanding balance owed to the agency for other services.
• The payment must not be subject to a chargeback dispute at the time of the refund request.

Refund eligibility is determined at the sole discretion of Yates Insurance Agency, Inc. following a thorough review of the circumstances. We are committed to fair and transparent handling of all refund requests.

7. Insurance Carrier-Related Fees and Premium Refunds

Insurance premiums paid to carriers are subject to each carrier’s individual refund and cancellation policies. In general:

• Pro-Rated Cancellations: Many carriers will refund the unused portion of your premium on a pro-rated basis when a policy is cancelled mid-term. The pro-rated amount is calculated from the effective cancellation date to the policy expiration date.
• Short-Rate Cancellations: Some carriers apply a short-rate penalty when the policyholder requests cancellation, resulting in a refund that is less than the pro-rated amount. This is disclosed in your policy terms.
• Non-Refundable Minimum Premiums: Certain policies carry a minimum earned premium that is non-refundable regardless of the cancellation date.
• Carrier Processing Time: Premium refunds from insurance carriers are processed and issued directly by the carrier. Processing times vary but typically range from two (2) to six (6) weeks from the effective cancellation date.

Our agency will assist you in understanding your carrier’s refund terms and will communicate with the carrier on your behalf to facilitate the refund process where possible.

8. Dispute Handling Procedures

If you believe you are entitled to a refund that has not been issued, or if you disagree with a refund determination, you may submit a formal dispute by contacting us in writing at presley@yatesinsuranceagencyinc.com. Your dispute submission should include:

• Your full name and contact information
• A detailed description of the service or payment in question
• The amount you believe should be refunded and the basis for your claim
• Any supporting documentation, receipts, or correspondence

We will acknowledge your dispute within two (2) business days and provide a written determination within fifteen (15) business days of receipt of all required information.

9. Billing Concerns

If you have questions about a charge on your account, please contact us promptly at 404-747-3925 or presley@yatesinsuranceagencyinc.com. We encourage clients to review all invoices and billing statements carefully and to raise any concerns as soon as they are identified. Delayed reporting of billing concerns may affect our ability to investigate and resolve the matter.

10. Partial Refunds

In circumstances where a service has been partially performed at the time of cancellation, we may issue a partial refund reflecting the portion of the service not yet rendered. The determination of what constitutes a partial refund, and the amount thereof, is made at the reasonable discretion of Yates Insurance Agency, Inc. based on a good-faith assessment of the work completed relative to the total scope of service.

11. Chargeback Policy

If you initiate a chargeback with your financial institution or credit card company without first contacting us to resolve the issue, we reserve the right to dispute the chargeback and provide documentation demonstrating that the service was rendered as agreed. We strongly encourage you to contact us directly before initiating any chargeback, as most billing concerns can be resolved quickly and amicably through direct communication.

Clients who initiate chargebacks without prior contact and without valid basis may be subject to termination of services and may be reported to insurance carrier partners as appropriate.

12. Refund Review Process

Our refund review process proceeds as follows:

• Step 1 — Submission: You submit a written refund request with all required information.
• Step 2 — Acknowledgment: We acknowledge receipt within two (2) business days.
• Step 3 — Review: Our team reviews the request, verifies payment records, and assesses service completion status.
• Step 4 — Determination: We issue a written determination within fifteen (15) business days.
• Step 5 — Processing: If approved, refunds are processed within five (5) to ten (10) business days of the approval determination, depending on payment provider and banking institution.

Please note: Approved refunds may require 5–10 business days to appear in your account depending on your payment provider and banking institution.

13. Policy Cancellation Procedures

When you request cancellation of an insurance policy through our agency, we will:

• Submit your cancellation request to the insurance carrier on your behalf.
• Confirm the effective date of cancellation with the carrier.
• Advise you of any applicable cancellation fees or short-rate penalties.
• Communicate the expected premium refund amount and timeline from the carrier.
• Provide guidance on obtaining replacement coverage to avoid a gap in protection.

We strongly advise against cancelling any insurance policy without having replacement coverage in place, as a lapse in coverage can have significant financial and legal consequences.

14. Service Fulfillment Limitations

Yates Insurance Agency, Inc. acts as an intermediary between clients and insurance carriers. Our ability to fulfill service requests is subject to carrier underwriting guidelines, regulatory requirements, and market availability. In cases where we are unable to fulfill a service due to factors outside our control — such as carrier declination, regulatory restrictions, or market unavailability — we will notify you promptly and work to identify alternative solutions. Service fees paid for services that cannot be fulfilled due to such circumstances will be refunded in full.

15. Contact for Refund Requests

All refund requests and billing inquiries should be directed to:

• Company: YATES INSURANCE AGENCY, INC.
• Email: presley@yatesinsuranceagencyinc.com
• Phone: 404-747-3925
• Address: 2800 Century Parkway NE, Suite 300, Atlanta, GA 30345, United States

We are committed to resolving all refund and billing matters promptly, professionally, and fairly. Your satisfaction and trust are important to us.