Fulfillment Policy

Order Placement and Agreement Execution

PandaDoc Secure Document Processing

All Service License Agreements and hardware purchase orders are executed through PandaDoc's secure, legally-binding electronic signature platform, providing complete audit trails and tamper-proof documentation.

Agreement Process

Service License Agreements (SLAs) for both CMS Core and CRS Cloud are sent via PandaDoc for review and signature
CMS Core requires enterprise licensing agreement with annual maintenance terms
CRS Cloud requires monthly subscription agreement
Hardware invoices and purchase orders are also processed through PandaDoc
Signers must review all pages before being able to sign
PandaDoc tracks time spent on each page and total review time
IP addresses and device information are logged for verification
Email authentication confirms signer identity

Legal Validity of PandaDoc Signatures

Compliant with ESIGN Act (Electronic Signatures in Global and National Commerce Act)
Compliant with UETA (Uniform Electronic Transactions Act)
Court-admissible Certificate of Completion provided for each document
Audit trails cannot be altered or disputed after execution
Time-stamped with third-party verification

Service Agreement Enforcement

Binding Agreement Notice

All services are governed by the executed Service License Agreement. The authorized signer's acknowledgment that they "HAVE READ THIS AGREEMENT, HAVE HAD THE OPPORTUNITY TO HAVE IT REVIEWED BY COUNSEL, UNDERSTAND IT, AND AGREE TO BE BOUND BY ITS TERMS" is legally binding and cannot be revoked after services commence.

Authority and Liability

As stated in your Service Agreement executed via PandaDoc:

The signer represents and warrants they have authority to bind the Gaming Facility
The Gaming Facility is bound to all terms regardless of internal authorization issues
PandaDoc's electronic signatures have the same legal effect as manual signatures
The agreement cannot be disputed based on claimed lack of authority after execution
PandaDoc audit trails provide conclusive evidence of agreement review and acceptance

Payment Obligations

All payment obligations survive any termination or dispute
Services provided create an immediate debt obligation
Non-payment does not invalidate services already rendered
The Gaming Facility remains liable for all charges incurred during the service period

Software Services - CMS Core & CRS Cloud

Important: Digital Services Are Non-Refundable

All CMS Core licenses, CRS Cloud subscriptions, and digital services are non-refundable due to the immediate access and resource allocation upon activation.

CMS Core (On-Premises Enterprise System)

CMS Core is our fully on-premises legacy enterprise casino management system
One-time perpetual license fee plus annual maintenance/support contracts
Installation and configuration at your facility by our technical team
Service License Agreement must be executed via PandaDoc before deployment
Annual maintenance fees ensure continued support and updates
All CMS Core licenses and maintenance fees are final and non-refundable

CRS Cloud Subscription Billing

CRS Cloud subscriptions at https://itcs-crs.app are billed monthly in advance
Service License Agreement must be executed via PandaDoc before activation
Initial setup includes a one-time implementation fee billed at contract signing
Monthly subscription fees begin on the service activation date
A credit card authorization form is required during the service agreement process
All payments for CRS Cloud and digital services are final and non-refundable

Service Cancellation Policy

CMS Core: Annual maintenance contracts may be cancelled with 90 days written notice before renewal
CRS Cloud: Clients may cancel subscriptions with 30 days written notice before the next billing cycle
Service access continues through the end of the current paid period
No partial refunds are provided for unused time within a billing cycle
Data export assistance is available for 30 days following cancellation

Hardware and Equipment Orders

Hardware Return Policy

All hardware sales are final. Returns are only accepted for defective items, which must be reported within 7 days of delivery.

Hardware Pricing and Billing

All hardware orders require a signed purchase order via PandaDoc
Fixed-price hardware items are billed at the time of order placement
Variable-price items (subject to manufacturer pricing) are billed at current market rates upon fulfillment
Large orders may require a deposit of 50% at order placement
All hardware pricing is subject to availability and manufacturer changes
PandaDoc invoice signature constitutes acceptance of all terms and pricing

Defective Item Policy

Hardware is only refundable or replaceable if defective upon receipt
Defects must be reported within 7 days of delivery
Defective items must be returned to our facility for inspection before replacement
Return shipping labels will be provided for verified defective items
Replacement items will be shipped within 5-7 business days of defect verification

Supported Hardware Categories

Card printers and accessories
ID scanners and verification devices
Tablet mounting systems for gaming tables
RFID readers and tracking equipment
POS terminals and peripherals
Security cameras and surveillance equipment

Shipping and Delivery

Shipping Policy

Shipping costs are calculated separately based on order size, weight, and destination
Standard ground shipping is available for all orders
Expedited shipping options available upon request
International shipping subject to additional fees and customs requirements
Clients are responsible for any customs duties or import taxes

Production and Delivery Timelines

Standard Orders

Small hardware orders: 3-5 business days
CRS Cloud activation: Within 24 hours
CMS Core deployment: 10-15 business days
Standard ground shipping: 5-7 business days

Large Orders

Bulk hardware: 10-15 business days
Custom configurations: 15-20 business days
Enterprise CMS Core: 20-30 business days
Freight shipping arranged separately

Payment Methods and Terms

Accepted Payment Methods

Stripe: Secure credit/debit card processing for Visa, Mastercard, American Express, and Discover
Check by Mail: Payable to "IT Casino Solutions Inc." - Mail to: 2300 Boswell Rd, Ste 265, Chula Vista, CA 92120
ACH Transfers: Available for established accounts via Stripe or direct bank transfer
Note: All electronic payments are processed through Stripe's PCI-compliant platform

Check Payment Terms

Checks must be received by the due date. Returned checks incur a $35 fee plus any bank charges. Continued service requires cleared payment.

Payment Security

All payments processed through PCI DSS compliant systems
Secure HTTPS encryption for all transactions
Credit card information stored in tokenized format only
Regular security audits and compliance verification

Dispute and Chargeback Policy

No Retroactive Disputes

Services already rendered and delivered cannot be disputed. Clients who have received and used our services for any period of time acknowledge the value received and cannot dispute past charges for services already provided.

Client Agreements

By placing an order for CMS Core licenses, CRS Cloud services, hardware, or any other ITCS products, clients agree that:

All monthly service charges and annual maintenance fees for periods where services were provided are final and non-disputable
The authorized signer's signature binds the organization to all payment obligations
Digital services, software licenses, and subscriptions are non-refundable once activated
Hardware orders are final sale except for verified defects
No disputes may be filed for services already rendered and used
Retroactive chargebacks for services provided will be contested with full documentation
Clients are liable for all chargeback fees, legal costs, and collection expenses

Authorized Signer Responsibility

Per the service agreement signed by the authorized representative:

The signer warrants they have full authority to bind the organization
The organization is bound by all terms regardless of internal approval processes
Claims of unauthorized signing after services are rendered are invalid
The organization cannot claim lack of authority after accepting services

PandaDoc Documentation in Disputes

PandaDoc audit trails will be provided as evidence in any dispute
Time stamps showing document review duration refute claims of inadequate review
IP address logs confirm the signer's location and device
Email verification trails prove identity of the signing party
Certificate of Completion is court-admissible evidence
Claims of "not reading" or "not understanding" are invalidated by review timestamps

Service Usage Acknowledgment

CMS Core login records and system usage data constitute proof of service delivery
CRS Cloud access logs and feature usage demonstrate acceptance of charges
Continued use of either system demonstrates acceptance of all associated fees
Failure to cancel services according to policy constitutes acceptance of ongoing charges
Organizations using CMS Core or CRS Cloud cannot later claim they did not authorize or receive services

Resolution Process

All concerns must first be addressed with our support team
Written documentation required for all dispute claims
Resolution attempts must be made before initiating chargebacks
False chargeback claims may result in immediate service termination and legal action
We reserve the right to pursue all legal remedies for fraudulent disputes

Legal Compliance and Restrictions

Export Restrictions

Certain hardware and software may be subject to export control laws
Clients are responsible for compliance with local gaming regulations
Some products may not be available in all jurisdictions
Age verification required for all gaming-related purchases

Data Privacy

All client data handled in accordance with our Privacy Policy
PCI DSS compliance maintained for payment processing
GDPR compliance for European Union clients
Regular security audits and penetration testing

Special Provisions for Gaming Facilities

Volume Licensing

Custom pricing available for multi-property operations
Enterprise CMS Core licenses with volume discounts
Multi-location CRS Cloud subscriptions with bulk pricing
Enterprise agreements with dedicated support
Flexible payment terms for qualified facilities
Priority fulfillment for volume orders

Training and Implementation

On-site training available for CMS Core deployment and CRS Cloud implementation
Remote training sessions included with all software subscriptions
Dedicated account management for enterprise clients
24/7 emergency support for critical systems
CMS Core includes comprehensive on-site setup and configuration
CRS Cloud includes guided remote implementation support

Last Updated: January 1st, 2025