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| One-Time Credit Program for 2011 Price Changes |
In conjunction with the new membership prices announced in early February 2011, we are implementing a one-time credit for qualifying accounts. This page provides answers to frequently asked questions and the general terms used in administering the program. If you have questions that are not addressed here, please contact us at customerservice@alpacanation.com or (800) 893-2695.
View the New 2011 Prices Here
What is the purpose of this program?
The timing of our new membership price announcement has the potential to unfairly discriminate against members who have recently renewed at the previous higher rates. We would like to provide equity to those members who fit this scenario. In other words, let's say a member renewed their account a week before the prices were changed and they missed out on a significant cost savings simply based on unfortunate timing, this program is designed to help make them whole.
Why are you issuing credits?
Based on our membership terms and refund policy, we realize that we aren’t obligated to issue credits. However, it just seems like the right thing to do. For many farms, a little help goes a long way! We’ve always said how much we appreciate our members… this is one way that we can actually show it!
Will every account receive a credit?
No, there are two groups of members that will not receive credits: i) farms who purchased multi-year renewal terms at a price point that is still below our new prices, and ii) accounts that are within 6 months of their next renewal date (or within 90 days for 6 month members). If these criteria do not describe your account, then you are likely to receive a credit in accordance with the policy below. If there are exceptions or scenarios that we have not planned for, it is unlikely that we will issue additional credit in these cases, but we will try to examine them on a case by case basis.
How did you decide the criteria for determining who does/does not get a credit?
We simply tried to come up with a formula that we felt was both reasonable and generous. There will undoubtedly be some farms who will narrowly miss qualifying for a credit. We understand that will be frustrating, but we had to draw a line somewhere. Thank you for your understanding.
What accounts will qualify for a credit?
I) Credits for Certain Active/Published Farm Members:
a) If your last renewal was for a 12, 24 or 36 month term, and you have at least 6 months left until your next renewal, you will receive a prorated credit for the time remaining on your membership based on our new prices. However, if you are within 6 months of your next renewal date, then no credit or refund will be applied. (All credit amounts and timeframes will be calculated as of 2/1/2011.)
b) If your last renewal was for a 6 month term, and you have at least 3 months remaining, you will receive a prorated credit for the time remaining on your membership based on our new prices. If you are within 3 months of your next renewal, then no credit or refund will be applied.
II) Credits for Certain New/Unpublished Farm Members:
If you joined on or after 1/1/2010 and paid in full, but have never yet published your account, you will receive a credit for the price change on the full term of your membership. This will only apply to unpublished accounts that have joined and paid since January 1, 2010.
When will credits be issued?
Credits will appear on your private account screen during the week of 2/7/2011.
How do I use my credit?
You will be asked if you want to apply your credit the next time you attempt to make a payment to AlpacaNation. For example, you will be able to use your credit towards your next renewal, or for advertising purchases and future services offered by AN.
Do I need to do anything to receive my credit?
No, it will automatically be credited to your account and will remain there until you choose to use it towards a future renewal or purchase.
What if I don’t see a credit in my account?
Make sure you qualify for a credit, based on the criteria above. If you are sure that you qualify for a credit and do not see it posted in your account during the week of 2/7/2011, please contact us at customerservice@alpacanation.com or (800) 893-2695.
Will I get a credit for the entire term since my last renewal?
No, the credit will only be applied on the days remaining until your next renewal. It will be calculated based on the difference between the original price paid and the new price, converted to a daily rate, and then multiplied by the days remaining on your current term as of 2/1/2011.
Can I get a Refund instead of a Credit?
If you made your renewal payment within the past 30 days, you qualify to receive a refund instead of a credit. You will receive a refund by check if you paid by check, or a refund to your credit card if you paid by credit card. Refunds will only be issued upon request. To request a refund in lieu of a credit please contact us at customerservice@alpacanation.com or (800) 893-2695.
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