Legal

SpanStream Services Terms

Version 1.1 (frozen copy of the version accepted at checkout; current version: /terms/services/)

Last updated: 2026-11-01

In short: these terms cover SpanStream work you buy online: a fixed-scope package, a prepaid hour block or a monthly retainer. Each has a page that says exactly what you get, how many hours it covers and what it costs. We do careful work up to that limit, never more than you paid for without your written yes, and we're here to help, not to take on responsibility for your business.

"We" is SPANSTREAM LLC, a Wyoming limited liability company doing business as SpanStream, 30 N Gould ST, Suite 4000, Sheridan, WY 82801, United States. "You" or "the client" is the business the purchase is for (section 10 covers purchases made by an AI agent, an assistant or another person for a business). Business day in these terms means Monday to Friday, US Pacific time, excluding US federal holidays; a request or notice we receive after 5 PM Pacific time or on a day that is not a business day counts as received on the next business day.

These terms are for business purchases only: you may buy only for a business based in the United States, not for personal, family or household use. That includes a business you are forming: choose "for a business I'm forming" at checkout and give its planned name. Until the business is formed, you are the buyer and are responsible under these terms. Once it is formed, you may transfer the order to it by telling us its legal name, and it then takes your place.

0. How You Accept These Terms

At checkout you tick an unticked box that says you agree to these terms, next to a link to this version of the terms and to the page of the package, hour block or retainer you are buying. You cannot pay without ticking it.
We keep a record of your acceptance: the terms version, the product page version, the checkout session, and the date and time. We email you a copy (or a link to this exact version) right after payment.
If you do not agree, do not tick the box and do not pay.

1. What You Buy

You buy one fixed-scope package, one hour block or one monthly retainer, as described on its page: the deliverable list, what is not included, the hour cap (or hours a month), the timeline or response target, the acceptance test and the number of revision rounds. That page, as it read when you paid (we keep a dated copy and email it to you), is part of these terms. Anything the page does not list is out of scope.

2. Scope, Hour Caps and Time Records

The price covers the listed deliverable or service up to the listed hour cap. The hour cap is the most work the price covers. We never bill beyond the cap without your written yes and payment first.
Out of scope means a paid change order. Anything not listed on the product page, or more work than the cap allows, is done only under a written, priced change order that you approve and pay before we start it, or with hours from a prepaid block or retainer you have already paid for.
If the work would go past the cap because the scope grows, your platform blocks a step, or access, answers or approvals from your side are slow, we tell you in writing and offer a change order. Until you approve it in writing and pay it, or use prepaid hours, we either pause the extra work and deliver what is done, or, at our choice, keep going at our cost. Work past the cap is never charged to you without your written yes and payment first.
If we reach a package's cap through our own estimate. If we reach the hour cap without any cause on your side, we keep working on the listed deliverable using up to 10% more hours, at our cost. If it is still not done after that, we choose, at our discretion, either to keep working at our cost until the listed deliverable is done, or to stop, deliver what is done, and refund the share shown on the package page for each listed item not delivered. We have no duty to stop. Hours we work past the cap are never charged to you without your written yes and payment first. Whichever we choose, you keep your own rights: at any time after we reach the cap you may end the order by written notice and get a refund of the share for each listed item not yet delivered (step 2 of the order of remedies in section 9), and nothing in this bullet limits section 9.
Hard stop at zero. When an hour block or a month's retainer hours reach zero, work stops. More work starts only after you buy and pay for more hours or a priced change order. We never run a negative balance and never bill hours afterwards.
Time records. We log our time on every order in 15-minute steps, rounded up per task per day (date, task, time used). For packages you get the log with the delivery. For hour blocks you get a monthly statement on the first business day of each month; for retainers you get a statement within 2 business days after each retainer month ends (section 15A). Each statement shows hours used per task and date, hours left, and rollover and expiry dates. If a line looks wrong, tell us in writing within 15 days of receiving it and we will check it with you; after that the log stands.

3. Kickoff

After payment you get an intake form. We screen every order first (section 6). For an order placed for a business by an AI agent, an assistant or another person, the business's authorizing person must also confirm the order first (section 10).
Kickoff is the first of: the kickoff call or session, or the first time we log work on your order. It happens only after screening passes, the payment has succeeded and (for orders under section 10) the order is confirmed. For a retainer, the kickoff date is also the retainer start date (section 15A).
We aim to kick off within 5 business days after you submit the intake form.
If you do not submit the intake form within 30 days after payment, we email you a dated notice. If it is still not submitted 10 business days after that notice, we refund 100% and close the order (for a retainer, we also cancel it, and no committed months are owed).

4. Revisions

Each package includes the number of revision rounds stated on its page (readiness check 1, mini sprint 1, agent-ready website Essentials 2). Every delivery has one review window: 10 business days after the delivery (section 5 uses the same window). A revision round is one consolidated written list of changes, within the package's scope, that you send within the review window of the delivery it is about. We make those changes once and deliver them; the changed parts get a new review window. If no list arrives within the window, that round is used. There are no unlimited revisions. More rounds are a change order or prepaid hours. Hour blocks and retainers have no separate revision rounds: revisions use hours.

5. Acceptance

A package deliverable is accepted when you confirm it, or at the end of its review window (10 business days after delivery, section 4) if you have sent no written list in that window.
In one written list within the window you can do two things: (a) point out where the deliverable does not match its page: we fix that once at no charge, and it does not use a revision round; and (b) ask for changes within scope: that uses a revision round. Parts of the delivery your list does not mention are accepted at the end of the window.
After we deliver the fixes or revisions, the changed parts get a new review window of 10 business days, for any remaining mismatch with the page and for any revision rounds you have left. If no list arrives in that window, the changed parts are accepted.
If a fixed part still does not match its page, step 2 of the order of remedies in section 9 applies to that item.

6. Screening, Service Area and Fit (Full Refund)

Before kickoff we check that we can serve you: sanctions screening of the client and the payer (we cannot serve people, entities or places subject to US sanctions), whether the client is a business in the United States (or a person forming one, as the opening of these terms explains), conflict checks, and whether the request fits our services. If we cannot serve you or it is not a good fit, we refund 100% of what you paid, with nothing deducted; the payment processing fee is our cost. For a retainer, we also cancel it and no committed months are owed. The one exception: if the law requires us to block, hold or report a payment (for example a sanctions match), we follow the law instead and may not be able to refund.

7. If We Cannot Start in Time (Full Refund)

If we cannot kick off within 10 business days after you submit the intake form, you may ask for a full refund before kickoff (for a retainer, of the first month, and we cancel it with no committed months owed), or keep your place with a new date.

8. If You Do Not Respond (Dated Notices, Then Close)

If we need something from you (access, answers, approvals) and hear nothing for 10 business days, we email you a dated reminder notice that says what we need and the date the work will pause.
If there is still no response by that date, we pause the work and email a dated pause notice that says the date the order will close.
If there is still no response 30 days after the pause notice, a package order closes on the date stated. On that date: anything already delivered is accepted; we keep the fee for the hours logged to that point (at the package's effective rate, which is the price divided by the hour cap); and the rest of the fee becomes prepaid SpanStream hours at the same rate, usable for 12 months after the close date, with no cash value. This hours credit is not a remedy for a shortfall of ours (section 9 explains how the two fit).
Hour blocks and retainers are not closed for silence: their hours simply follow their own expiry rules (section 15A and the hour block page).
Notices go to the client email given at intake (and, for orders under section 10, the authorizing person's email). A notice counts as received the business day after we send it.

9. Refunds in Other Cases

Before kickoff: full refund on written request (for a retainer, we also cancel it, and no committed months are owed).
After kickoff: the fee is non-refundable, except under sections 2 (the overrun bullet), 3, 6, 7, 8 and 10, or as follows.
Order of remedies (sections 2, 5, 7 and 9). If we fall short of these terms or a product page, the remedies come in this order:

1. Fix first. We fix or re-perform the work: the free fix in section 5, or finishing within the allowance in section 2. 2. Then a refund. If we cannot fix it, or have not fixed it within 10 business days after your written notice, you may end the order (or just the affected item) and we refund: for a package, the share shown on the package page for each listed item not delivered or still not matching its page; for an hour block or the current retainer month, the hours not yet used, at the price you paid per hour. 3. Credit only if you choose it. Instead of a refund under step 2, you may choose, in writing, SpanStream hours of the same value, usable for 12 months, with no cash value. We never put a credit in place of a refund you are owed unless you choose it. - One remedy for one shortfall. There is no double recovery: no refund for work we have fixed, no refund and credit for the same amount, and every refund counts toward the limit in section 12.2. The full refunds in sections 3, 6, 7 and 10, and the refund before kickoff, are always 100% and are not reduced by this order. - How section 8 fits. The hours credit in section 8 applies only when a package closes because of your silence. If, before the close date, you told us in writing about a shortfall of ours that we had not fixed, this order of remedies applies to that shortfall instead of section 8.

Our breach: if we materially breach these terms and do not fix it within 10 business days after your written notice, you may end the order and we refund under step 2 of the order of remedies. For a retainer, it ends at once and no committed months are owed.
We end the work for our own reasons: we may choose to end an order for our own reasons. If we do, you are entitled to a refund on the same basis (step 2), and for a retainer no committed months are owed.
Refunds go back to the original payment method only, usually within 10 business days of our decision. We do not refund in cash or to another card or account. Any tax we charged on a refunded amount is refunded with it (section 14).

10. Agents and Others Buying for a Business

If an AI agent or assistant, or a person other than the business itself, places the order, the business the order is for is the client, not the agent, the agent's provider or the person who placed it.
Authority. Whoever places the order (a person or an agent acting for one) confirms that they have the business's authority to buy this product on its behalf and to accept these terms for it. If that is not true, the person or business that operates or instructs the agent is responsible for the order.
Business and authorizing person named. The checkout asks for the buying business's full legal name (or, for a business being formed, its planned name) and whether the order is placed for someone else. For every order placed for someone else, the checkout or the intake form must also name the authorizing person: a person at the buying business with authority to buy for it, with their name, role and a work email at that business. For a business being formed, the authorizing person is the person forming it, and their own email is fine. We record the business legal name, the authorizing person and whether an agent placed the order in our order record and in the order's payment metadata.
Confirmation by the authorizing person. We email the authorizing person, at that work email, a confirmation of the order (business name, product, price, for a retainer the automatic renewal and how to cancel, these terms and the product page) with a link to our confirmation page. The order is confirmed only when the authorizing person, through that link, ticks a box to confirm that the business placed the order, that they have authority to bind the business, and that the business accepts these terms, or when the business signs an order form with us. A reply to the email, or the agent's own statement at checkout, is not enough on its own. We may ask for reasonable proof of authority (for example that the email domain matches the business's website, or a short call).
No work before confirmation. Until the order is confirmed, we hold it: no kickoff and no work, and for a retainer no retainer month starts and no renewal is charged.
Not confirmed or disowned: full refund. If the business or the authorizing person says the order was not authorized, or the order is not confirmed within 10 business days after our confirmation email, we cancel the order (and any retainer, with no committed months owed) and refund 100% to the original payment method. We never start work on an order the business has disowned.
These terms are formed electronically. Neither of us will claim they are invalid only because an electronic agent took part in forming them, as long as the agent's action is attributable to the business.

11. No Guarantee of Results

In short: we'll do careful, skilled work, but we can't promise particular results.

We will do the work with reasonable skill and care. WE DO NOT PROMISE TIME SAVED, COST SAVINGS, REVENUE, HEADCOUNT CHANGES, ADOPTION, HOW ANY AI PRODUCT BEHAVES, THAT AI OUTPUT IS ACCURATE, OR THAT ANY AGENT WILL FIND, RECOMMEND OR BUY FROM YOU. AI output can be wrong, which is why you review what we deliver. TO THE FULLEST EXTENT THE LAW ALLOWS, ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT, ARE EXCLUDED.

What this section and section 11A do not do. They do not excuse our own breach of these terms, our confidentiality and data duties (sections 13 and 15), or our gross negligence or wilful misconduct. A claim for any of those is handled under section 12.

11A. Security Work: What It Can and Cannot Do

In short: we make your agents and systems harder to fool and easier to watch, but no setup makes them immune.

SECURITY AND AI-AGENT HARDENING WORK REDUCES RISK; IT DOES NOT REMOVE IT. NO SETUP, INCLUDING OURS, CAN MAKE AN AI AGENT OR A SYSTEM IMMUNE TO PROMPT INJECTION, MISUSE, DATA LEAKS OR BREACHES, AND WE DO NOT PROMISE THAT NONE WILL HAPPEN. The aim of the work is to limit what a fooled or misused agent can reach, and to make its actions visible and, where the tools allow, reversible. Unless the order page or SOW says so in writing, the work is not an audit, penetration test, certification or attestation, and it does not by itself make you compliant with any law, regulation or standard. Guardrails and tests are checked against the workflows and risks listed for your order at the time we test them; new tools, model or vendor updates, changes you or others make, and new attack methods can change the results. You stay responsible for your own systems, the agent stages you approve, applying updates, and responding to incidents. A security incident is not by itself a breach of these terms by us. It is our breach only if it comes from our own failure to do what these terms or the order page require (for example our duty of reasonable skill and care, our handling of your logins and data under section 13, or our confidentiality duty under section 15), and any claim then stays within section 12.

12. Limitation of Liability

In short: we're here to help, not to take on responsibility for your business.

12.1 TO THE FULLEST EXTENT THE LAW ALLOWS, AND EXCEPT AS SECTION 12.4 SAYS, WE ARE NOT LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, REVENUE, SAVINGS, BUSINESS, GOODWILL OR DATA (BEYOND RESTORING FROM AVAILABLE BACKUPS), HOWEVER CAUSED AND UNDER ANY THEORY, EVEN IF TOLD THEY WERE POSSIBLE.

12.2 OUR TOTAL LIABILITY FOR ALL CLAIMS UNDER OR RELATING TO THESE TERMS, TOGETHER, IS LIMITED TO THE LOWER OF (A) THE FEES YOU PAID US IN THE 12 MONTHS BEFORE THE EVENT GIVING RISE TO THE FIRST CLAIM AND (B) THE PRICE OF THE PACKAGE OR HOUR BLOCK THE CLAIM IS ABOUT, OR, FOR A RETAINER, THE RETAINER FEES YOU PAID IN THOSE 12 MONTHS. Refunds and credits we give under section 9 count toward this limit.

12.3 We are not responsible for actions an AI assistant takes at a stage you approved in writing, or for output you approved or used, except to the extent our own breach caused it, and then only within this cap.

12.4 These limits do not apply to liability the law does not allow to be limited (for example fraud or wilful misconduct). They are part of the price; without them our fees would be higher.

12.5 Third-party claims. Neither of us agrees under these terms to defend or indemnify the other against claims by third parties. Any claim between us about a third-party claim stays within this section 12.

13. Your Data, Logins and Access

Your data stays yours. "Client content" means the files, data, messages, system access and anything else you or your systems give us for the work. We use it only for your order.
Deletion after the end. Within 30 days after the work ends (for a retainer, after the retainer ends), we return any client content you ask for and delete the rest from our working systems, and we confirm in writing when that is done. The only exceptions are the records in the next bullet and copies in backups.
The records we keep, and for how long. We keep only these records, only for these purposes (tax, accounting, payment disputes, legal claims and sanctions rules), and we delete them at the end of the period:

- Purchase, invoice, payment, refund and tax records (what you bought, the amount, tax, where the service was received, the terms version you accepted): 5 years after the end of the tax year of the sale (for a retainer, of each monthly charge), as Washington law requires for tax records, or longer only if a tax authority or a legal claim needs them. This matches our Privacy Notice. - Order records that support those records and answer payment disputes: the intake answers that identify the client, the authorizing person and the order (not the files or data you shared), time logs and statements, our dated notices, delivery and acceptance emails, and the confirmation of an order under section 10: for the same 5 years. - Copies of what we delivered: only while a payment dispute or a claim is still possible, which is 18 months after the work ends, then deleted, unless a dispute or claim is open then. - Sanctions screening records: for the same 5 years, or longer where US sanctions rules require it (for example 10 years for records of a blocked or rejected payment). We keep these records confidential (section 15) and use them for nothing else.

Backups. Client content in our backups is deleted on the backups' normal cycle, within 90 days after the work ends. Until then it stays encrypted and access-limited, and we do not use it. If we ever restore a backup, we delete the client content from it again.
Security incidents. If we confirm that client content, or access to your systems held by us, has been accessed, used, lost, changed or disclosed without authority while in our care, we will:

1. tell you without undue delay, and in any case within 72 hours after we confirm it, by email to the client email and (for orders under section 10) the authorizing person; 2. contain it at once: revoke or rotate any access we hold and stop affected work; 3. tell you what we know (what happened, when, which data or access, what we have done) and update you as we learn more; 4. help you with notices you must give to people or regulators and with rotating your credentials, and keep a record of the incident and our steps. We do not notify your customers or regulators for you unless the law requires us to or you ask us in writing. Telling you about an incident is not by itself an admission of fault.

Logins only through your own vault or password manager, never by email, chat or text, and never stored on our devices. We ask only for the access each task needs, and the access is removed at the end of the work.
Data processing agreement (DPA). We offer our DPA on request. If the work needs us to handle personal data for you, we do not handle that personal data until a DPA is signed (ours, or yours if we agree to it in writing). Where the DPA and these terms differ on personal data, the DPA wins.
AI assistants. If the work sets up or tunes an AI assistant, it starts at "report only" or "draft for your review". Only you can move it to a higher stage, in writing, and we record the stage you approved. We set spending, contracts and first contact with new people to wait for a person's yes, and they stay that way unless you change them in writing. We never approve a stage change for you.

14. Taxes

Prices exclude sales tax and similar taxes. We add tax where the law requires it, based on where you receive the service: the address you give at intake as the place you receive the service, or otherwise your billing address. Tax is calculated at checkout and shown before you pay. We never charge you more tax later for a purchase you have already paid for. If we refund any amount, we refund the tax charged on it. Credits under sections 8 and 9 carry no further tax unless the law requires it.

Washington buyers. If your business is located in Washington State, we may delay the start of work until our Washington tax registration is complete. We will tell you the expected start date. If you prefer not to wait, or we cannot start within 30 days of your purchase, we will refund your payment in full (for a retainer, we also cancel it, and no committed months are owed).

15. Who Owns What, Confidentiality, Ending

Your accounts, data and credentials stay yours. We get a limited right to use them only to do the work. You confirm you have the right to give us the content and access you give us for the work.
Deliverables. Once you have paid in full for a deliverable, it is yours: we assign to you our rights in the deliverable made for you under your order.
Our tools and know-how. We keep everything we had before your order or make outside it, and our general tools, templates, prompts, code libraries, methods and know-how, even if we use or improve them in your work. Where any of them is part of a deliverable, you get a non-exclusive, perpetual, royalty-free licence to use, copy and change it as part of that deliverable for your business. You may not sell it or offer it on its own. The licence moves with the deliverable if you sell your business. We may reuse general know-how we learn, but never your confidential information.
Third-party items. Software, models, services and open-source parts made by others stay under their own licences and terms. We tell you which ones a deliverable depends on.
Confidentiality. Each of us keeps the other's non-public information confidential, uses it only for the work, and shares it only with people and service providers who need it for the work and are bound by confidentiality duties at least as protective as these. This lasts during the work and for 3 years after, and for trade secrets and personal data as long as they stay so. It does not cover information that is or becomes public without the receiver's fault, that the receiver already had or develops independently without using the other's information, or that the receiver gets from someone else who was free to share it. If the law or a court requires disclosure, the receiver may disclose only what is required and, where the law allows, tells the other first. At the end, confidential information is returned or deleted under section 13. Either of us may ask a court to stop a breach of this bullet. We never name you as a client or describe your work publicly without your written yes.
Ending. Either of us may end an order at once if the other materially breaches and does not fix it within 10 business days after written notice (section 9 covers refunds), or if the other becomes subject to sanctions. What survives: fees owed, sections 9, 11, 12, 13, 15, 16 and 17, and data return or deletion.

15A. Monthly Retainers (Subscriptions)

Renewal, shown before you pay: a retainer is billed monthly in advance and renews automatically each month until you cancel. The price, the hours a month, the renewal and how to cancel are shown next to the price on our page and on the checkout page, above the box you tick. We email you an acknowledgment with these terms and how to cancel right after you subscribe (for orders under section 10, to the authorizing person as well).
One clock: the retainer start date. The payment at checkout is your first month's fee, paid in advance. Your first retainer month starts on the kickoff date (the retainer start date, section 3), not the payment date. We set your billing date to the retainer start date, so every later renewal, month of hours, rollover, expiry, statement and cancellation date runs from that same date. We never charge a renewal before kickoff. If kickoff never happens, you get a full refund under section 3, 6, 7, 9 or 10.
3-month option: the first 3 retainer months, counted from the retainer start date, are a committed term at the 3-month price (minimum total: 3 times that price). After month 3 the retainer continues automatically month to month at the standard monthly price shown at checkout until you cancel. We email you between 7 and 21 days before the first renewal at the standard price, with the new price, the date and how to cancel.
When the 3-month commitment does not apply. No committed months are owed for any month that has not started, and the refunds in the section named apply, if: you cancel before kickoff (section 9); the intake form is not submitted after our dated notice (section 3); screening fails (section 6); we cannot start in time (section 7); the order is not confirmed or is disowned (section 10); we materially breach and do not fix it, or end the work for our own reasons (section 9); either of us ends the order for sanctions (section 15), subject to any legal duty to block or hold a payment; a dispute is decided for you (section 16), for the months it covers; you choose a refund while we wait for our Washington tax registration (section 14); or you cancel because of a change to these terms (section 17). If the retainer ends because a payment stays unpaid, the missed-payment bullet below applies. It also yields to any cancellation right the law gives you.
Cancel: cancel any time online in your billing portal (linked in every receipt and in our acknowledgment email), or through our contact form. Cancelling stops the next renewal and takes effect at the end of the retainer month you have paid for; the current paid month is not refunded. With the 3-month option, cancelling during the first 3 months takes effect at the end of month 3, except in the cases listed just above. We confirm every cancellation in writing within one business day.
Hours, rollover and expiry: each retainer month includes the hours stated for your tier. Up to 25% of a month's hours roll into the next month only, are used first, then expire; rolled-over hours never roll again. Other unused hours expire at the end of each paid retainer month. When a retainer ends for any reason, all unused hours, including rolled-over hours, end with it. Hours have no cash value and are not refunded, except under section 9.
Statements: within 2 business days after each retainer month ends, we email a statement for that month (section 2).
Response time: each tier states a response target in business days. Response targets, and the dates in any plan we send, are targets, not guarantees: missing one is not a breach and gives no refund, credit or service credit unless we agree otherwise in writing. Where a tier's page states a first-response target, it means we aim to confirm your request and send a short plan with target dates within that time; the plan fits within the hours left in your month, and anything beyond them goes into a later month's plan or needs a paid change order. There is no 24/7, evening or emergency service. Rush items needing live time are scheduled by agreement.
Availability: while a tier is new, it takes a limited number of active clients. If a tier is full, you can join a waitlist; we take no payment until a place opens.
Out-of-scope work: work beyond your tier's scope or hours happens only after a written, priced change order you approve and pay, at the hourly rate stated on the tier's page, or from a prepaid hour block.
Tier changes: take effect at the next renewal; no mid-month proration.
Failed payments: hours for a month are added only when that month's payment succeeds. If a payment fails, we and our payment processor retry it and email you a link to update your payment method. You can keep using rolled-over hours for 7 days after the first failed attempt; then work pauses. While a payment is unpaid or work is paused, no new hours are added, rollover does not grow, and no expiry date moves. If it is still unpaid when the retry period ends (14 days after the first failed attempt), the retainer ends and unused hours end with it. Paying the open invoice before then adds that month's hours and resumes the work, with the same period end date.
Missed payment during a 3-month committed term. If a payment during the 3-month committed term fails, the failed-payments rule above applies: our payment processor retries it for up to 14 days after the first failed attempt, and the hours for that month are paused (not added, and not used for new work) until it is paid. If it is still unpaid at the end of those 14 days, the retainer ends on that day. The committed months are then owed only for retainer months that had already started by that day; a month whose payment failed and whose hours were never added counts as not started. We make no claim for committed months that had not started.
Price changes: we do not change the price during a 3-month committed term. For any other price change, we email you at least 30 days before the first renewal at the new price, with the new price, the date and how to cancel. If you do not want to pay it, cancel before that renewal; the retainer then ends at the end of the paid month. If we do not send that email at least 30 days before, that renewal stays at your current price. (The 7 to 21 day email before month 4 of the 3-month option is not a price change: that price was shown and agreed at checkout.)
Yearly reminder: once a year we email you a reminder of your retainer, its price and how to cancel.

16. Payment Disputes (Chargebacks)

If something is wrong with a charge, please contact us first: we answer within 2 business days and refund anything these terms say we owe, usually faster than a bank dispute.
If you open a dispute with your bank or card issuer, we may pause all work for you (including hour blocks and retainers) and freeze any hours tied to the disputed payment until the dispute is resolved. Our dates move by the length of the pause. If the dispute is decided for you, the order or hours it covers are cancelled. If you withdraw it or it is decided for us, work resumes.
To answer a dispute we may share with the payment processor and card networks the records we keep for that order under section 13: your acceptance of these terms (version and time), the product page as sold, our emails to you, the intake form answers, time logs, statements, deliveries and acceptance notices. We share no more than the dispute needs.
A dispute does not cancel your duty to pay for work already delivered and accepted.

17. Our Agreement, Law and Courts

If you and we sign a Master Services Agreement (MSA), the MSA governs from then on, and these terms cover only orders placed before it.
Wyoming law governs these terms, without its conflict-of-laws rules. Disputes go to the state courts in Sheridan County, Wyoming, or the US District Court for the District of Wyoming, and both of us accept those courts (the same courts as our website Terms of Use). Any claim must be brought within one year after it arises, where the law allows.
Where the law of your state or country gives rights that cannot be excluded, those rights still apply.
These terms, the product page, any change order and any DPA are the whole agreement for that order. Changes to these terms: we may update these terms by posting a new version with a new date. A package or hour block keeps the version you accepted; a new version applies to orders placed after we post it. For a retainer, a new version applies only from a renewal at least 30 days after we email it to you (the same 30 days as a price change in section 15A), and you may cancel before that renewal; the retainer then ends at the end of the paid month with no committed months owed. Neither of us may assign an order without the other's consent, except to a buyer of the business.
Insurance. We do not promise any insurance.

18. Contact and Notices

Questions, cancellation requests or notices: use our contact form. By post: SPANSTREAM LLC, 30 N Gould ST, Suite 4000, Sheridan, WY 82801, United States.