Refund Policy

Overview

Kepler Insurance Agency, Inc. is committed to transparent communication regarding fees, insurance-related services, and all billing matters. This Refund Policy outlines the circumstances under which refunds may be available and the general conditions that govern billing for our services.

Please read this policy carefully before engaging our services. If you have specific questions about billing or refund eligibility, please contact our office directly.

1. General Policy

Insurance policies and services facilitated through Kepler Insurance Agency are governed by multiple parties and frameworks, including:

• Individual insurance carrier rules and underwriting guidelines
• State of North Carolina insurance regulations
• Policy terms and conditions as outlined in your coverage documents
• Applicable federal regulations

Because of these multi-party relationships, refund eligibility is determined on a case-by-case basis and may require coordination between our agency, the insurance carrier, and applicable regulatory bodies.

2. Service Fees

Certain administrative fees, consultation fees, or service-related charges collected by Kepler Insurance Agency, Inc. may become non-refundable once the associated services have been initiated or completed. This includes:

• Policy placement and binding fees
• Administrative processing charges
• Consultation and advisory service fees
• Document preparation and filing fees

All applicable fees will be disclosed to you prior to service engagement. If you have questions about specific fees, please contact our office before proceeding.

3. Policy Cancellations

When an insurance policy is canceled, refund eligibility for any premium paid depends on several factors:

• The specific insurance carrier's cancellation and refund terms
• Applicable North Carolina insurance regulations governing policy cancellations
• The timing of the cancellation relative to the policy effective date
• Whether the cancellation is initiated by the insured or the carrier
• Any outstanding balances, fees, or earned premium

In many cases, insurers calculate refunds on a "pro-rata" or "short-rate" basis depending on the circumstances of cancellation. Our agents can help you understand what to expect when canceling a policy.

4. Premium Refunds from Carriers

Insurance premium refunds, when applicable, are issued directly by the insurance carrier — not by Kepler Insurance Agency. The timing and method of premium refunds are controlled by the carrier and may be subject to:

• Carrier-specific processing timelines
• State-mandated refund processing windows
• Outstanding balance adjustments
• Audit requirements for commercial policies

5. Processing Times

Approved refunds — whether from insurance carriers or from Kepler Insurance Agency for agency-collected fees — may require several business days to process. Processing timelines depend on:

• The originating financial institution or bank
• Payment processor timelines
• Carrier internal processing schedules
• Volume of pending transactions

We will communicate estimated timelines to you as clearly as possible once a refund has been approved.

6. Non-Refundable Charges

The following charges are generally non-refundable once incurred:

• Administrative and service processing fees
• Consultation and advisory fees for completed services
• Government filing or licensing fees passed through to clients
• Carrier-imposed processing and binding fees
• Fees for services already rendered or substantially completed

If you have concerns about specific charges, please contact our office prior to service initiation so we can address your questions.

7. Disputed Charges

If you believe a charge was made in error or you have a billing dispute, please contact Kepler Insurance Agency directly as soon as possible. We will investigate the matter promptly and work to resolve it in a fair and transparent manner. We ask that clients contact us before initiating any chargeback or dispute with their financial institution, as we are committed to resolving billing issues directly.

8. Customer Assistance

We understand that billing and cancellation matters can be confusing. Our team is available to:

• Explain your policy cancellation options and associated costs
• Help you understand what refund, if any, you may be entitled to
• Coordinate with your insurance carrier on your behalf
• Provide written documentation of any agreed-upon refund or credit

9. Policy Modifications

We reserve the right to update or modify this Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. The effective date at the top of this page reflects when the policy was last updated.

10. Contact Information

For all billing, cancellation, and refund inquiries, please contact us directly:

Kepler Insurance Agency, Inc.
3912 Battleground Ave Suite 108
Greensboro, NC 27410
Phone: 864-207-9060
Email: support@keplerinsuranceagency.com