The NE6 Platform Cancellation, Returns and Refunds Policy

New England Connect USA’s Returns and Refunds Policy

Note: This policy accompanies New England Connect LLC’s Terms and Conditions, Privacy Policy, End User License Agreement, Returns and Refunds Policy, and other policies found in the “Policies” area.

Welcome to the collection of websites operated by New England Connect LLC, referred to collectively as “The NE6 Platform.” This includes:

New England Connect LLC: Refers to the Events and Establishments Social Directory website at https://newenglandconnect.com and its associated platforms, including the Support Knowledge Base at https://support.newenglandconnect.com and Multi-Vendor Marketplace at https://marketplace.newenglandconnect.com.

Main Website: New England Connect https://newenglandconnect.com

Support Page: New England Connect Support https://support.newenglandconnect.com

Marketplace: New England Connect Marketplace https://marketplace.newenglandconnect.com

Definitions

• This Website (or this Application): The property that enables the provision of the Service.
• Owner (or We or Us): New England Connect LLC – The natural person(s) or legal entity that provides this Website and/or the Service to Users.
• Product (or Service): Items provided by this Website as described on this Website.
• User (or You): The natural person or legal entity that uses this Website.
• Return: The process of sending a product back to the seller or vendor for a refund or exchange.
• Refund: The process of reimbursing the purchase price to the buyer after a return or cancellation.
• Cancellation: The process of stopping a transaction before the product is delivered or the service is rendered.
• Exchange: The process of returning a product and receiving a replacement product in its place.

Return Periods Across All Products

• Physical Products: Minimum 14-day return period or longer as outlined by the Seller or Vendor on their listing.
• Digital Products: Up to 14-day return period, with conditions outlined by the seller or vendor. Sellers cannot impose a no return policy without justification and compliance with local, state, and federal US laws.
• Service Products: As outlined by the Service Provider on their listing. Service Providers cannot impose a no return policy without justification and compliance with local, state, and federal US laws.

Conditions for Returns

• Returned items must be in their original condition, unused, and in the original packaging.
• Returns that show signs of use, damage caused by the customer, or missing parts or accessories may be refused at the seller’s discretion.

Signs of use for a physical product can vary depending on the type of product. Here are the most common indicators:

• Battery Life Degradation: Reduced battery performance compared to when the product was new.
• Broken Clips or Latches: Small components that may have broken off and are no longer functional.
• Broken Seals: Tamper-evident seals that have been broken or removed.
• Broken Zippers or Buttons: On clothing or bags, non-functional zippers or missing buttons.
• Calibration Issues: For precision instruments or tools, the need for recalibration or signs that calibration has drifted.
• Clouding: For transparent materials like glass or plastic, a foggy or cloudy appearance.
• Corrosion or Rust: Especially in metal parts, indicating exposure to moisture or harsh conditions.
• Cracks or Splits: Small fractures in plastic, glass, or wood components.
• Creaking or Squeaking: Noises from joints, hinges, or other moving parts that indicate wear.
• Dents and Dings: Small indentations or deformities typically from impacts or drops.
• Discoloration: Areas where the color has changed due to exposure to elements or substances.
• Dullness: For cutting tools, blades that have become dull and require sharpening.
• Elasticity Loss: For items with elastic components, loss of stretch or elasticity.
• Electrical Issues: For electronic products, signs of short circuits, power issues, or intermittent functionality.
• Expansion or Contraction: Wood or metal components that have expanded or contracted due to environmental conditions.
• Faded Branding: Logos, branding, or printed text that has worn away or faded.
• Faded Labels or Stickers: Worn-off or unreadable product labels, stickers, or markings.
• Functionality Issues: Parts that may not work as smoothly or correctly as when new, such as stiff buttons, sticky mechanisms, or slower performance.
• Heat Damage: Discoloration, warping, or other signs of exposure to excessive heat.
• Internal Debris: Accumulation of dust, hair, or other debris inside vents, fans, or casings.
• Loose Hinges or Joints: In items like laptops or furniture, joints and hinges that have become looser over time.
• Lubrication Residue: Excess or dried lubrication on mechanical parts, indicating previous maintenance or use.
• Manuals and Accessories: Missing manuals, accessories, or original components.
• Mechanical Wear: For machinery, this includes worn gears, belts, or other moving parts that show signs of use.
• Missing Parts: Components that may have become detached, lost, or less secure over time.
• Noise: Unusual sounds such as rattling, buzzing, or clicking that weren’t present when the product was new.
• Odor: Lingering smells that indicate prior use, which can be from the environment, storage, or previous owners.
• Packaging Wear: Original packaging showing signs of damage or wear, such as bent corners, tears, or tape residue.
• Peeling: Surface coatings, laminates, or finishes that are peeling or flaking off.
• Residue: Sticky or oily residues left from use, especially on surfaces that come into frequent contact with hands.
• Residual User Data: On electronic devices, remnants of the previous user’s data or settings.
• Sagging: Furniture or fabric items that sag more than they did when new.
• Screen Wear: For devices with screens, this can include scratches, dead pixels, or areas with diminished brightness.
• Scratches and Scuffs: Visible marks on the surface, often from handling, transportation, or regular use.
• Seam or Stitching Damage: For textile products, this includes loose threads, pulled seams, or unraveling stitching.
• Smudges and Fingerprints: Especially on glossy surfaces, indicating handling and use.
• Software and Firmware: Outdated software, missing updates, or user-installed programs on electronic devices.
• Stains and Discoloration: Spots, spills, or areas where the color has changed due to exposure to elements or substances.
• Sticker Residue: Sticky patches where stickers or labels have been removed.
• Surface Wear: Textures that feel different than when new, such as becoming smoother or rougher.
• Thermal Degradation: Signs of overheating or thermal stress, such as discoloration or deformation in heat-sensitive components.
• Visible Repairs: Evidence of previous repairs, such as glue marks, replacement parts, or stitching.
• Water Damage: Signs of exposure to water, such as swelling, warping, or watermarks.
• Wear and Tear: General degradation over time, such as worn edges, faded colors, or frayed materials.
• Yellowing: Plastic components that have turned yellow due to age or exposure to sunlight.
• Hardware Looseness: Screws, bolts, or other fasteners that have become loose over time.
• Odors: Unusual or chemical smells indicating prolonged use or exposure to certain environments.
• Residual Build-Up: Accumulations of dust, dirt, or grime in crevices or hard-to-clean areas.
• Functionality Reduction: Items that do not perform as efficiently as when they were new, such as slower electronic devices.

Refund Processing Times

Refunds will be processed within 14 days of receiving the returned product, provided it meets the return conditions specified in this policy.

Exchanges

Exchanges are possible for products that are defective or not as described, provided they meet the return conditions. Please contact the appropriate seller or vendor to initiate an exchange.

Dispute Resolution

To expedite resolution and control the cost of any dispute, controversy, or claim related to these Legal Terms, the Parties agree to first attempt to negotiate any Dispute informally for at least 45 days before initiating arbitration. Informal negotiations must be initiated by sending written notice to the other party. If a resolution is not reached within 45 days, binding arbitration will commence. Each party will bear their own costs for arbitration, but the prevailing party may seek to recover costs. Refer to the dispute resolution section in our Terms and Conditions for more information.

New England Connect LLC is not primarily responsible for enforcing or mediating disputes regarding cancellation or refund policies, as these are determined solely by the Listing Owner. However, if a resolution cannot be reached between the Customer and the Listing Owner, both parties agree that New England Connect LLC may intervene to facilitate a resolution. In such cases, New England Connect LLC will take over the dispute process, and the decision rendered by New England Connect LLC will be final, binding, and immediately enforceable.

By using the platform, both the Customer and the Listing Owner agree to adhere to NE6’s standard dispute resolution process. NE6 reserves the right to charge an administration fee for managing the dispute, which may be deducted from any refunds processed as part of the resolution. NE6 retains all non-refundable service fees regardless of the outcome of the dispute.

GDPR Compliance

Any personal data collected during the returns and refunds process will be handled in accordance with GDPR. Customers have the right to access, rectify, or erase their personal data. For more information, please refer to our Privacy Policy.

Legal Compliance

This returns and refunds policy complies with applicable consumer protection laws, including the Consumer Rights Act 2015 (for UK users), the Federal Trade Commission Act, and state-specific consumer protection statutes in the United States. Refunds for digital products are processed in accordance with the EU Digital Content Directive and similar US regulations, such as the Uniform Commercial Code (UCC) Article 2 on Sales. Any personal data collected during the returns and refunds process will be handled in compliance with the General Data Protection Regulation (GDPR) for EU customers and the California Consumer Privacy Act (CCPA) for residents of California. This policy also adheres to state-specific laws, including but not limited to the California Consumer Protection Act, New York General Business Law, and Texas Deceptive Trade Practices-Consumer Protection Act, ensuring compliance with regional legal requirements.

Cancellation Policy

General Cancellation Terms

• Order Cancellations: Users may cancel their orders before the product has been shipped or the service has been rendered. Once the product is shipped or the service is initiated, the order cannot be canceled and must follow the returns process outlined in this policy.
• Digital Products: Cancellations for digital products are allowed within 24 hours of purchase, provided the product has not been downloaded or accessed.
• Service Products: As outlined by the Service Provider on their listing. Service Providers cannot impose a no cancellation policy without justification and compliance with local, state, and federal US laws.

Subscription Cancellations

• Monthly Subscriptions: Users can cancel their monthly subscriptions at any time. The cancellation will take effect at the end of the current billing cycle, and no further charges will be made.
• Annual Subscriptions: Users can cancel annual subscriptions at any time. A pro-rated refund may be issued for the unused portion of the subscription if canceled within the first 30 days. After 30 days, cancellations will take effect at the end of the current billing cycle, and no further charges will be made.
• Other Subscriptions: For subscriptions not categorized as monthly or annual, users should refer to the specific terms outlined in the subscription agreement. Cancellation policies may vary based on the type and duration of the subscription. Users are encouraged to review the terms and conditions provided at the time of subscription purchase for detailed cancellation information.

Event Tickets

• Cancellation by Organizer: If the event is canceled by the organizer, ticket holders will receive a full refund of the ticket price, minus any NE6 Platform service fees. Refunds will be processed within 14 days of the cancellation announcement.
• Rescheduled Event: If the event is rescheduled, tickets will be valid for the new date. If ticket holders cannot attend the rescheduled event, they may request a refund within 14 days of the rescheduling announcement. After 14 days, it is at the discretion of the event organizer.
• Refund Request by Ticket Holder: Refund requests by ticket holders are at the discretion of the ticket seller as outlined in their event listing.
• No Refunds for No-Shows: No refunds will be given for ticket holders who do not attend the event without prior approval notice or approved cancellation.
• Transfer of Tickets: Tickets are transferable. If you cannot attend, you may transfer your ticket to another person. The new ticket holder must provide the original ticket and proof of transfer at the event entrance.
• Weather-Related Cancellations: In case of severe weather or natural disasters, the organizer may cancel the event. Refunds or rescheduled dates will be provided based on the severity of the situation, venue policies, and are determined by the event organizer as outlined in the event listing.
• Service Fees: NE6 Platform Service fees are non-refundable.
• Changes to the Policy: The organizer reserves the right (within reason) to change their cancellation policy at any time. Any changes will be communicated to by the event organizers to ticket holders through the NE6 Platform.

Bookings

• Cancellation by the Guest:
  • 1 Day 100:0: If canceled at least 1 day before (24 hours), you will receive a 100% refund. If canceled within less than 24 hours, no refund will be provided.
  • 1 Day 100:50: If canceled at least 1 day before (24 hours), you will receive a 100% refund. If canceled within less than 24 hours, you will receive a 50% refund.
  • 2 Days 100:0: If canceled at least 2 days before (48 hours), you will receive a 100% refund. If canceled within less than 48 hours, no refund will be provided.
  • 2 Days 100:50: If canceled at least 2 days before (48 hours), you will receive a 100% refund. If canceled within less than 48 hours, you will receive a 50% refund.
  • 3 Days 100:50: If canceled at least 3 days before (72 hours), you will receive a 100% refund. If canceled within less than 72 hours, you will receive a 50% refund.
  • 5 Days 100:75: If canceled at least 5 days before (120 hours), you will receive a 100% refund. If canceled within less than 120 hours, you will receive a 75% refund.
  • 7 Days 100:75: If canceled at least 7 days before (168 hours), you will receive a 100% refund. If canceled within less than 168 hours, you will receive a 75% refund.
  • Notice Required for Cancellation: No advance notice required, but 24 hours is recommended for courtesy. Confirm additional cancellation guidelines with the Booking Listing Owner.
• Cancellation by the Property:
  • If the property needs to cancel your booking for any reason, you will receive a refund of the booking amount, minus any NE6 Platform service fees. The current booking fee is 3%.
• No-Shows:
  • If you do not show up for your booking and do not cancel in advance, no refund will be provided.
• Early Departures:
  • If you decide to leave earlier than your scheduled departure date, no refund will be provided for the unused portion.
• Changes to Booking:
  • Changes to your booking (such as changing dates) are subject to availability and may incur additional charges. Please contact the booking lister as soon as possible to request changes.
• Force Majeure:
  • In the event of unforeseen circumstances such as natural disasters, severe weather, or other emergencies, the property reserves the right to cancel bookings. Refunds will be provided in such cases, minus any NE6 Platform Booking Fees.
• Refund Processing:
  • All refunds will be processed through the original method of payment. Please allow up to 14 days for the refund to appear in your account.
• Non-Refundable Bookings:
  • Certain promotional rates or special offers may be non-refundable. These terms will be clearly indicated at the time of booking. If the event booking is marked as non-refundable, users will not be eligible for a refund upon cancellation.

Service Cancellations

• Scheduled Services: Users can cancel scheduled services (e.g., cleaning, consulting, etc.) at any time. Cancellations made within 72 hours of the scheduled service may be subject to a cancellation fee, or no refund, as outlined by the service provider in the listing.
• Ongoing Services: For ongoing services, users can cancel at any time. The cancellation will take effect at the end of the current billing cycle, and no further charges will be made. Generally, these services are non-refundable and non-prorated as outlined in the service listing.
• Other Service Products: As outlined by the Service Provider on their service listing. Service Providers cannot impose a blanket no cancellation policy without justification and compliance under local, state, and federal US laws.

Advertising Campaigns

• Active Campaigns: Cancellations of active advertising campaigns are generally not eligible for refunds. Users may pause or modify campaigns if errors or changes are needed.
• Pre-Scheduled Campaigns: Users can cancel pre-scheduled advertising campaigns up to 24 hours before the campaign start date for a full refund.

Procedure for Cancellations

• How to Cancel: To initiate a cancellation, users must contact the seller through a provided approved contact method within the NE6 Platform (messages with seller, creating vendor support ticket, support page, etc.). Include the order number, reason for cancellation, and any relevant details.
• Confirmation of Cancellation: Users will receive a confirmation message once the cancellation request has been processed. For eligible refunds, the amount will be credited back to the original payment method within 14 days of cancellation confirmation.

Return and Refund Policy for Physical Items

While New England Connect LLC typically does not sell physical items ourselves, we facilitate an Establishments and Events Directory and Multi-Vendor Marketplace. Businesses and individuals can post listings, advertisements, or items for sale. All sellers on our site are bound to a 14-calendar-day return period on physical items from the date of purchase. The item must be delivered within the 14-day period, or the seller must allow the buyer a minimum of 7 days from the date of delivery to request a return and have the item(s) shipped out. If an item has not been shipped within 14 days after payment, the customer reserves the right to cancel the order. In this circumstance, the seller will be responsible for the return shipping costs if the customer cancels the order and it is delivered anyway. If the delivery is made within 14 days of the date of purchase, the return package shipping fees will be the responsibility of the seller or the buyer, as the seller outlines in their listing or store page. Under no circumstance will New England Connect LLC be responsible for shipping costs incurred by the seller or the buyer.

Return and Refund Policy for Digital Products

Digital Product Definitions: Digital products include, but are not limited to, the following categories:

• Software:
  • Applications: Mobile apps, desktop applications, web applications
  • Plugins and Add-ons: Browser extensions, software plugins (e.g., WordPress plugins)
  • Development Tools: IDEs, code libraries, APIs, SDKs
• Media and Entertainment:
  • E-books and Publications: E-books, digital magazines, research papers, whitepapers
  • Music and Audio: Music tracks, audiobooks, podcasts, sound effects, audio samples
  • Videos: Movies, TV shows, tutorials, webinars, training videos
• Graphics and Design:
  • Digital Art: Illustrations, digital paintings, clipart
  • Stock Photos and Videos: Stock photography, stock videos, vector graphics
  • Templates: Website templates, presentation templates, graphic design templates
  • Fonts: Custom fonts, font families
• Documents and Files:
  • Templates and Forms: Business templates, personal forms
  • Spreadsheets: Financial spreadsheets, budget trackers, analytical models
• Courses and Education:
  • Online Courses: Video courses, interactive courses
  • Educational Materials: Lecture notes, study guides, practice exams
  • E-learning Tools: Interactive learning modules, educational games
• Data and Reports:
  • Market Research Reports: Industry analysis, competitor analysis, market trends
  • Analytics and Data Sets: Financial data, demographic data, usage statistics
• Interactive Products:
  • Games: PC games, mobile games, browser games
  • Virtual Reality (VR) Content: VR games, VR experiences
  • Augmented Reality (AR) Content: AR applications, AR experiences
• Miscellaneous:
  • Subscription Services: Software as a Service (SaaS), content subscriptions
  • Digital Marketing Tools: SEO tools, social media analytics
  • Licenses and Keys: Software licenses, game keys
  • Interactive Elements: Widgets, embeddable tools
  • Blueprints and Plans: Architectural blueprints, engineering plans
  • Digital Tickets and Passes: Event tickets, membership passes
  • Cryptocurrencies and NFTs: Bitcoin, Ethereum, NFTs

Refund Eligibility:

• Technical Issues: Refunds will be issued if the product has unresolved technical problems.
• Misrepresentation: Refunds will be issued if the product significantly differs from its description.
• Accidental Purchase: Refunds may be issued within 24 hours if the product has not been downloaded or accessed.

Non-Refundable Conditions:

• Download Completion: Refunds cannot be issued once the product has been downloaded or accessed.
• Change of Mind: Refunds will not be issued for changes of mind unless otherwise stated.
• User Error: Refunds will not be issued for user errors such as hardware or software incompatibility not disclosed prior to purchase.

Support and Resolution:

• Technical Support: Comprehensive technical support is available to resolve any issues. Provide detailed information about the problem, such as screenshots or error messages. Contact the appropriate seller or vendor for assistance.
• Documentation: Evidence of the problem may be required to verify the claim.

Exceptions and Special Cases:

• Subscription Services: Pro-rated refunds may be considered for the unused portion of a subscription if terminated early.
• Customer Loyalty: Flexible considerations may be given to long-term or high-value customers to maintain goodwill.

Please note that this is not an exhaustive list, and other digital products and circumstances may also be considered under this policy.

If you have any questions or require assistance, please contact the appropriate seller or vendor directly. For further support, you may also reach out to our support team at support.newenglandconnect.com or by email at support@newenglandconnect.com.

Return and Refund Policy for Digital Products, Advertising, Subscriptions, Bookings, Tickets, and Services

Digital products, advertising, subscriptions, bookings, tickets, and services sold directly by New England Connect LLC are refundable at the discretion of New England Connect LLC and will be handled on a case-by-case basis. Sellers are required to list their refund policies on their listing. Products that fall under these categories are not automatically guaranteed the right to a refund if canceled. This can be due to several factors ranging from proprietary information or special access being shared after a sale, items that have been downloaded, subscription products, bookings depending on time-frames, and tickets and services which may be refunded at the seller’s discretion.

Handling of Transactions by Other Sellers

Items sold by other sellers must be handled by their respective sellers. New England Connect USA is not responsible for providing service or support for invoices related to a product or service that New England Connect LLC does not sell. Since we are a multi-vendor marketplace, we provide and facilitate services for sellers to interact with their buyers through the website directly. New England Connect LLC prohibits communication with sellers off the New England Connect USA platform to ensure a protected record of communications.

NE6 Wallet and Payment Processing

There are two NE6 Wallets, one for the Directory Listing Site (newenglandconnect.com) and the other for the Multi-Vendor Marketplace (marketplace.newenglandconnect.com). At the current time, these two NE6 Wallets are not directly linked together. Transactions processed on newenglandconnect.com will be deposited into the NE6 Directory Wallet (Directory Wallet). Transactions processed on marketplace.newenglandconnect.com will be deposited into the NE6 Vendor Marketplace Wallet located in the Store Manager (Vendor Dashboard >> Payments). In the event that a Vendor/Seller would like to transfer funds between the two NE6 Wallets, they can submit a ticket request through the support.newenglandconnect.com website. Note that marketplace.newenglandconnect.com will not be launching until late Spring 2024. For users interested in early access, please visit marketplace.newenglandconnect.com or support.newenglandconnect.com.

Communication Requirements

Buyers can contact Sellers from their store page, the listing page, the seller’s social profile through messages, or a support chat on their store page if offered by the vendor. New England Connect LLC prohibits communication with sellers off the New England Connect USA platform to ensure a protected record of communications.

No Unauthorized Reselling

New England Connect LLC strictly prohibits the reselling of bookings, tickets or other items for events, establishments, or services without proper authorization. Any attempt to resell tickets or items without authorization will result in the cancellation of the sale and potential suspension of the seller’s account.

Policy Updates

This policy is reviewed regularly and may be updated as necessary. Users will be notified of significant changes via email or through notices on our website.

References to Other Policies

• For detailed terms and conditions, please review our Terms and Conditions.
• For our privacy practices, please review our Privacy Policy.
• For information on our scam prevention measures, please review our Scammers Invoice Policy.

Contact Information

Customer Support

For any issues related to the NE6 Platform Legal Policies and Terms, users have several options:

Mailing Address for Invoicing: For payments, please make out to “New England Connect LLC” and send to
New England Connect LLC
Attention: Invoicing
PO Box 2045
Framingham, MA 01701, USA

Chat with Johnny: For instant support, users can talk to Johnny on ChatGPT at Chat with Johnny (https://chatgpt.com/g/g-iSWFfP8yj-ne6-johnny).

Support Portal: Access our comprehensive support knowledge base for guidance on various topics at Support Portal (https://support.newenglandconnect.com).

Customer Service Email: For further assistance, you can email us at support@newenglandconnect.com.

Registered Business Address: For formal inquiries, you may write to us at
New England Connect LLC
82 Wendell Ave, Suite 100
Pittsfield, MA 01201, USA

By using the NE6 Platform, you acknowledge that you have read, understood, and agreed to this Return and Refund Policy.