This document outlines the policies and procedures governing all services provided by Trade Secrets Unlocked ("TSU"). By purchasing any TSU package, subscribing to a TSU plan, or engaging TSU for custom work, the client agrees to the terms below. These policies protect both TSU and our clients and keep expectations clear on every project. If any clause is unclear, please ask before purchase.
No production work begins until full payment is received. This applies to all packages, including split-payment or payment-plan arrangements, work begins only after the final installment is received.
Full refunds are considered only if requested within 48 hours of the original purchase and before any production work has begun.
Requests after the 48-hour window but before delivery are pro-rated based on work time already spent. A minimum of 20% of the package cost is retained in all cases, this covers intake, discovery, setup, and admin, and is considered earned once production begins.
No refunds after delivery. "Delivery" is the point at which final overlay files, OBS URLs, or other deliverables have been provided through the agreed channel.
Partial refunds may be considered, at TSU's discretion, for client-caused delays during an active project. Once archived under the 30-day non-response rule (Section 4), no refund is issued.
Monthly and annual plan fees are governed by Section 12, billed separately from one-time build fees, and are non-refundable once billed.
Approved refunds issue to the original payment method only (no alternate accounts, gift cards, store credit, or third parties), processed within 5–10 business days of approval; posting times depend on the client's provider.
Standard tier packages follow the questionnaire-based build flow and are not subject to this section unless explicitly scoped as custom.
Step 1 — Consultation: required before any custom work, to define scope, deliverables, timeline, and pricing. Step 2 — Scope sign-off: TSU provides a written summary of agreed deliverables; the customer signs off before production begins (and after full payment, Section 1). Step 3 — Mid-project changes: changes after sign-off may incur additional charges, quoted in writing and billed before final delivery. Step 4 — Acceptance sign-off: on delivery, the customer signs off on acceptance before the project is closed.
Custom packages include up to two (2) rounds of revisions within scope. A "round" is a consolidated set of feedback in a single communication. Additional revisions are billed at TSU's standard hourly rate or a flat fee agreed in writing. Out-of-scope revisions are treated as scope changes (Section 2).
Turnaround is estimated and provided before checkout/final payment — typically 2–3 weeks depending on queue and complexity. Estimates are good-faith projections, not guarantees; TSU communicates proactively if timelines shift.
If a client does not respond to questions, asset requests, or sign-off requests within fourteen (14) days, the project is paused. Projects paused more than thirty (30) days may be archived and require a reactivation fee. Delays from missing client information do not extend refund windows or timelines.
Bug fixes for TSU-built functionality are free for thirty (30) days after delivery. A "bug" is the TSU-built overlay or automation failing to perform as scoped, on a system meeting the minimum requirements (Section 7). Issues from client-side changes, third-party platform changes, or under-spec hardware are not bugs and are billed if support is requested.
After the 30-day warranty, ongoing support, maintenance, and updates are provided to clients on an active TSU plan (Section 12). Clients without an active plan may request one-off help billed at TSU's standard rate of $150/hour (one-hour minimum), or may start a plan. Response priority and included monthly tweaks are set by plan tier.
Minor cosmetic/config tweaks (color, text, layout, font, logo swaps) are included up to the monthly allowance of the client's plan tier, then billed hourly. Without a plan (and outside warranty), all such tweaks are billed hourly, one-hour minimum.
New automation features, additional sports, new layouts, expanded extension functionality, new-platform integrations, or other major changes require a new project agreement and separate scoping, regardless of plan. Subscribers may receive a plan discount.
Client-side hardware/OS failures; third-party platform outages or breaking changes (Section 6); client modifications to delivered files; and support for OBS Studio, Stream Deck, or other third-party software beyond initial setup assistance.
TSU owns and supports: the overlay code (HTML/CSS/JS); the TSU-built Chrome extension; TSU's bridge infrastructure; automation logic, SSE handling, and sold-state tracking; template updates and bug fixes within the support window.
The client owns and is responsible for: their computer, OS, and installed software; OBS install/config (scenes, audio, video, encoding); internet/router/modem/network; the Whatnot account and compliance with Whatnot's ToS; Chrome install/config; Stream Deck and peripherals; third-party OBS plugins or browser extensions not built by TSU; and the physical break/stream setup (cameras, lighting, audio, capture cards).
Initial setup assistance for OBS browser sources and the TSU extension is included with delivery. After that, ongoing support for OBS, third-party plugins, Stream Deck, capture cards, and audio/video routing is not included.
Third-party platform changes: TSU's overlays/automation depend on Whatnot, OBS, and Chrome. TSU is not responsible for outages or breaking changes from those platforms. Keeping a delivered overlay working through such upstream changes is provided as part of an active TSU plan (Section 12). For clients without an active plan, fixes or rebuilds from upstream changes are billed at standard rates.
The client provides: brand assets (logos in usable formats, brand colors); sport selection and config details; confirmed tier and add-ons; bridge URL setup confirmation and any required credentials; and OBS testing on their own setup after delivery. Delays from missing info do not extend refund windows or timelines.
TSU cannot guarantee smooth operation on under-spec systems; performance issues caused by under-spec hardware are the client's responsibility. Support is best-effort.
TSU retains full ownership of all templates, source code, automation systems, extensions, bridge infrastructure, and proprietary methods. Upon full payment, the client receives a non-transferable, single-business license to use the customized overlay for their own live-selling stream or business.
Multi-computer / multi-station: permitted within the same business and use case (e.g., primary + backup, or different sports run from separate stations) — but the client must consult TSU before deploying to additional machines/stations so bridge routing and SSE flow can be verified. Deployments without prior consultation may cause issues for which TSU is not responsible.
Restrictions: the client may not resell, sublicense, redistribute, or share the overlay files; reverse-engineer or rebrand the templates for resale; or provide the overlay to any business other than the one originally licensed.
Revocation: TSU may revoke stream and bridge access for violations of this license, Acceptable Use (Section 11), or the Chargeback policy (Section 9). Revocation disables the bridge and stops the overlay from functioning. Violations do not entitle the client to a refund.
Clients must contact TSU directly to resolve billing or delivery disputes before initiating a chargeback. Chargebacks filed without first attempting resolution waive all refund and revision rights and may result in immediate termination, forfeiture of the overlay license, revocation of bridge/stream access (Section 8), removal of support access, and referral of the disputed amount to collections.
Official communication occurs through email and official TSU forms/questionnaires. Requests via social DMs, public comments, livestream chats, group chats, or personal text messages are not official and may not be tracked or actioned. Clients should send time-sensitive requests through an official channel.
TSU may refuse, suspend, or terminate service for: fraudulent activity (including chargeback fraud or misrepresentation); harassment of TSU staff or other clients; violation of integrated platforms' Terms of Service (including Whatnot); or use that puts TSU's reputation, operations, or other clients at risk. Termination may include revocation of bridge/stream access and does not entitle the client to a refund.
Mandatory plan for hosted/automated overlays. Any overlay hosted by TSU or using TSU automation requires an active monthly or annual plan, covering hosting, the TSU Bridge automation, the client portal, feature updates, ongoing support, and maintenance against third-party platform changes. The Local tier is the only no-plan option (self-hosted, manual, no automation).
What the plan maintains. A hosted overlay runs on TSU servers and pulls from the Bridge each break, and the platforms it depends on change frequently. The plan keeps the overlay and automation working through those changes — that maintenance, plus support and access to new tools, is the ongoing value.
Billing & renewal. Plans bill in advance and auto-renew each cycle until cancelled. Annual plans are discounted (~2 months free). The one-time build fee is billed separately (Section 1).
Cancellation. Cancel anytime from the client portal; cancellation stops the next renewal and the current paid period runs to its end. Fees already billed are non-refundable, including partial periods.
Failed or lapsed payment. On a failed payment, TSU notifies and retries. After a seven (7) day grace period without success, hosting, automation, and portal access may be paused until the account is current. No refund is due for downtime caused by a lapsed plan.
Plan tiers & scope. Each tier defines layouts/graphics, support priority, a monthly allowance of minor tweaks, and access to TSU tools/new features (see current pricing). Work beyond a tier's scope is an add-on or scope change (Sections 2–3); subscribers may receive a discount.
Grandfathered clients. Clients onboarded before June 1, 2026 keep existing hosting at no monthly charge for their current overlay scope. The portal, analytics, ongoing support, and platform-change maintenance are available as an optional Founding Member add-on, locked while continuously maintained. New work is scoped and billed separately.
Price changes. TSU may change plan pricing with at least 30 days' notice; locked/grandfathered rates are honored while continuously maintained.
By purchasing a TSU package, subscribing to a TSU plan, or engaging TSU for custom work, the client acknowledges that they have read, understood, and agreed to these policies.