The Lones Group - Terms of Service

Copyright © 2005, 2017, The Lones Group, Inc.; ALL RIGHTS ARE RESERVED.

All graphics and content, unless noted otherwise, are owned by or licensed to The Lones Group. All photography used with permission. All Marketing Makeover, Signature, Custom Branding, Website and Instant Identity designs are registered copyright © The Lones Group Inc.

"The Lones Group Inc." logo, trade dress and identifying brand materials are trademarks of The Lones Group Inc.

Portraits of Testimonial and Marketing Makeover Gallery customers are property of their depicted owners and are used with consent.

Legal Notices

All legal inquiries and notices should be sent to:

The Lones Group Inc.
2200 Cornwall Avenue
Bellingham, WA 98225

Privacy Policy

We value and respect your privacy. Our database of client contact information is used to keep you informed about products, services, and events related to The Lones Group and its activities. We will not sell your contact information under any circumstance. Further, with the exception of the following situations, we will not release your contact information to third parties:

  1. We may release your information to legal authorities if compelled to as part of a legal investigation.
  2. Information that you provide on a sign-in/sign-out sheet for the purpose of certifying your presence at a clock hour class may be released to a state auditor upon the request of the Department of Licensing.
  3. If you participate in a class that we offer - online or offline - that includes an instructor who is not an employee of The Lones Group, then we may share your name, email address and phone number with that instructor. This is so that the instructor may contact you regarding the class, not for marketing or other non-curricular purposes.

Please direct all questions or concerns regarding our privacy policy to

Information Collection, Use and Deletion

The Lones Group Inc. collects personal information such as your name, email address, and zip code when you register with The Lones Group Inc., when you use The Lones Group Inc. products or services, when you visit The Lones Group's website, and when you enter contests and promotions.

Upon registering with The Lones Group Inc., you are no longer anonymous to us. The Lones Group Inc. collects information about your transactions with us. We automatically receive and record information on our server logs about your browsing session while you are present at our website, including your IP address, and the pages, products, and services which you request to view.

The Lones Group Inc. uses information collected for the following general purposes: to customize the advertising and content you see, to fulfill your requests for products and services, to improve our products and services, to contact you, and to conduct research.

We reserve the right to send you certain communications relating to The Lones Group Inc. products and services, without offering you the opportunity to opt-out of receiving them beforehand. Our weekly newsletter (The Zebra Report) is sent to you with the option to opt-out upon receipt.

You can request that your account be converted to "do not contact" status by contacting us. If there is no outstanding balance on your account, you will receive a confirmation that we have converted your account to "do not contact" status. If your account carries a balance, you will continue receiving communications until such date as your account is paid in full. Some of your account information may be kept on file for a certain period of time for the purposes of archiving your past use of The Lones Group Inc. products and services and to help ensure that your "do not contact" status remains in force.

Changes to this Privacy Policy

This policy may be updated as needed. In the event we make significant changes to the way we treat personal information, we will send a notice to the primary email address specified in your The Lones Group Inc. account or we will place a prominent notice on this site.

Club Zebra

Club Zebra is a resource center for real estate agents, with both complimentary access and paid subscription options. Regardless of the program level you are participating in, the use of any Club Zebra materials is limited to Club members only. You may not reproduce or share Club Zebra materials you access with your membership.

Interruptions to your Club Zebra PRO membership due to late payments, or cancellation of your Club Zebra PRO membership may result in a loss of access to archived Club articles, webinars, and other content found in the Club Zebra archives and the Vault, even should you re-subscribe at a later date. To request a grace period to resolve payment issues and avoid this complication, please contact us.

Client Content Distribution Policy

The Lones Group creates client content in the form of articles, Industry Update infographs, and Did You Know abbreviated articles for the purpose of being used by you in distribution to your clients. When you use client content, you do not need to attribute Denise Lones or The Lones Group as the original author. All eligible client content is marked with the green content icon shown here: . Any content without this mark is not client content and therefore not eligible for distribution in any form without prior permission from The Lones Group.

Your use of client content requires you to observe the following distribution policy:

  1. You may only distribute client content to a limited and specific database of clients and prospects. For example, your monthly print-mailer list or an email distribution list.
  2. You may not allow a third party to publish client content in your name. For example: a magazine, company newsletter, or a newspaper or industry journal.
  3. You may not make client content available for general release a way that allows for anonymous consumption. For example: a website, a blog, an online forum, or a leaflet left at a place of business.

Client content labeled "Blog Content" is the sole exception to the above rules; these articles may be published on your personal blog and can be released for general and anonymous consumption.

Lost Clock Hour Certificates

In the event you have misplaced a clock hour certificate(s), or you require us to undertake research on your behalf relative to your clock hour certificate(s), you will be assessed a $25.00 research and discovery fee. This fee is payable prior to us undertaking the research or reissuing your clock hour certificate.

Cancellation and Refund Policy

Physical Products

Any return request must be received by The Lones Group within or upon 90 days of the original purchase date. Determination of eligibility and remedy for all returns is performed at the sole discretion of The Lones Group unless otherwise noted. Read below for additional applicable product warranty notices. The following rules apply to all purchases of physical products.

Damaged or Defective Product: Products damaged in transit or physically defective by fault of production may be returned for a replacement, store credit or refund.

Unopened Product: An unopened product has an unbroken seal. Unopened product is eligible for return for replacement, store credit or refund as chosen by you, our client. Refunds for returned unopened product may be charged a 15% restocking fee. All unopened product returns must be in saleable condition, in their original packaging, with an intact seal.

Opened Product: A product whose seal has been broken is considered an opened product. Opened products are only eligible for replacement or store credit if the product is defective.

Products Accompanied by Downloadable Content: If your purchase of is accompanied by downloadable content and you have accessed that content prior to resolution of your return request, then your purchase is only eligible for replacement or store credit.


Downloadable Products

You may request a refund of any downloadable product within 90 days of purchase, provided you have not accessed or downloaded the product. You may receive either a different product of equal value, store credit, or a full refund at the discretion of The Lones Group. Any refund provided for a downloadable product which has clock hours associated with it automatically revokes your eligibility for any continuing education or clock hour credit associated with that product.


Live Event Registrations

Ticket or reservation costs associated with live events are not refundable except where allowed by contract or The Lones Group Inc's school policy on file with the Washington State Department of Licensing.


Clock Hours

Clock hours at teaching events are eligible for refund before five days prior to the event date. A $10.00 administrative fee is assessed on all refunds for clock hours or you may choose to apply your purchase towards another class. Clock hours become ineligible for refund five days prior to the event date and beyond.



Refunds are not provided for subscriptions. Trial or "introductory rate" subscriptions may be terminated at any time before the end of the trial/introductory period. All other subscriptions must be canceled in writing, at least 20 days before the proposed cancellation date or through your online account. Written requests for subscription cancellations must be mailed to:

The Lones Group
2200 Cornwall Ave
Bellingham, WA 98225
Attn: Subscriptions

Written requests may also be emailed to or submitted via FAX at (360) 527-8907.

Your subscription may be bound by additional terms as defined by a contract for the product or service. Please refer to your individual contract.


Work Orders

Work orders includes change orders on existing contracts, website maintenance, piece work, and design work done in addition to any original Marketing Makeover scope of work. All work orders are initiated through a work order payment authorization. Work order terms are in addition to the original contracted service and include the following terms unless specifically stated otherwise on the payment authorization. Work order agreements cannot be cancelled for any reason except as allowed by state law. Work order deliverables are made within or upon 10 business days from time of payment OR upon receipt from the client of materials and content necessary to execute the work order, whichever occurs last. In the event that the client does not provide materials, feedback or content necessary to complete the work order, the work order will be held in abeyance until requests made upon the client for said items are satisfied. All work orders are scheduled, or rescheduled from abeyance, on a first come first served basis. Please let us know if you require a faster response, additional rush-fees may apply.



Terms of cancellation and refund are defined by the contract for the service. Please refer to your individual contract. Without limitation, services include Business Analysis, Mastery, website development, printing services, follow-up services, coaching, Club Zebra, personality assessments, templates and tools, seminar hosts and sponsorships, and Marketing Makeovers.

Physical & Downloadable Product Warranty

The Lones Group, Inc warrants that, for a period of ninety (90) days from the date of purchase (as evidenced by your order date): (i) when used with the recommended software (Microsoft™ Publisher, Microsoft™ Word, or Microsoft™ Excel), the files and content will perform correctly; and (ii) if physical media is provided, the physical media on which the files and content is furnished will be free from defects in materials and workmanship under normal use.

If applicable law requires any warranties with respect to any software, all such warranties are limited in duration to ninety (90) days from the date of delivery.

No oral or written information or advice given by The Lones Group, Inc, its agents or employees shall create a warranty or in any way increase the scope of any warranty provided herein.

Your exclusive remedy under the preceding is to alert The Lones Group, Inc, with a description of the problem. Provided that any noncompliance with the above warranty is reported in writing to The Lones Group, Inc no more than ninety (90) days following purchase by you, The Lones Group, Inc will use reasonable commercial efforts to supply you with replacement files and content, provide a replacement for defective media, or refund to you your purchase price for the product in full or at a prorated amount, at its option. The Lones Group, Inc shall have no responsibility if the files and content have been altered in any way, if the files and content have been damaged by misuse, accident, abuse, modification or misapplication, or if the failure arises out of misuse of the recommended software. Any such misuse, accident, abuse, modification or misapplication of the files and content will void the warranty above. This remedy is the sole and exclusive remedy available to you for breach of express or implied warranties with respect to the purchased product and its associated files, content and related documentation.

Limitations of Liability

The Lones Group, Inc shall not be liable to you or any third party for any indirect, special, incidental, punitive, cover or consequential damages (including, but not limited to, damages for an inability to use equipment or access data, loss of business, loss of profits, business interruption or the like), arising out of the use of, or inability to use any Lones Group products or services and based on any theory of liability including breach of contract, breach of warranty, tort (including negligence), product liability or otherwise, even if The Lones Group, Inc or its agents or employees have been advised of the possibility of such damages and even if a remedy set forth herein is found to have failed of its essential purpose.

Suggestions & Customer Care

If you have suggestions you would like to share, questions or require customer care, please contact us by phone at (360) 527-8904 or by email at