TERMS & CONDITIONS

Cornerstone Services, Inc. (“Cornerstone”, “CRST”, “we”, “us”, “our” or “Company”) provides clients with services including graphic design, direct mail, website creation, web development, software, SEO/blog support, website hosting, programming, printing, and other related business and communication solutions.

We commit to handling projects with professionalism, efficiency, and clarity. To ensure transparency, we outline our responsibilities, your responsibilities as the client, and the role of third-party vendors. The following Terms and Conditions define our working relationship regarding current and future projects.

If you have questions about these Terms and Conditions or internal requirements that may conflict with them, notify us in writing before engaging in new or recurring work. Unless you provide a written request and receive our written acknowledgment, you unconditionally agree to these Terms and Conditions when you engage Cornerstone for services.

Below, you will find important details regarding our expectations, the services we provide, communication protocols, third-party vendor requirements, and more. Please read these sections carefully. For any questions, contact the CRST Customer Services desk at info@crst.net.

Since Cornerstone presents your mailings following United States Postal Service (USPS®) DMM (Domestic Mail Manual) and IMM (International Mail Manual) regulations, it is essential to recognize that our services depend on USPS® operations and other factors. Our work also involves creative services, graphic design, list data, data processing, programming, and pre-printed materials. To fully understand our service limitations, please review the following Terms and Conditions.

Project Management and Customer Service Support

CRST follows a Project Management model where the Project Management desk (production@crst.net) oversees all projects. A dedicated Project Manager handles your project and collaborates with other Cornerstone team members, such as the Data Manager, Graphic Designer, and Social Media Manager. Meanwhile, our Customer Service desk (info@crst.net) manages project setup and follow-up tasks, including estimating, billing, gathering contact information, verifying or requesting project assets, quality assurance, and post-production data quality reports.

When you communicate with us, please note that we may take up to one (1) business day to respond from either Customer Service or Project Management. Email remains the preferred communication method, ensuring clarity and documentation. Any final instructions regarding your project or job execution must be submitted in writing.

In return, we request that you respond to our outreach promptly and directly. If a delay occurs, our communication will follow CRST’s "2-2-2" protocol and policy:

• We will send two (2) emails.
• We will make two (2) phone calls.
• If we receive no response within two (2) weeks, we may internally resolve outstanding matters without further consultation.

This structured approach ensures efficiency while keeping your project on track. Let us know if you have any questions or require further clarification.

Data Receipt & Data Formats

You must send all data files and job-related instructions electronically in a “processable” file format to the CRST Project Management Desk at production@crst.net. A processable file format consists of one electronic data file where the name, address, and email information follow a uniform structure with partitioned indices between data fields. The file must include properly structured data. Acceptable formats include .dat, .txt, .csv, .tab, .dbf, .xls, and .xlsx.

Word processing files, Adobe .pdf documents, and MS Excel or Google Sheets files with multiple bottom spreadsheet tabs are not processable. These require additional work before processing. If you submit multiple individual files, you must include specific data handling instructions. Processing multiple files will require additional billable work handled by the CRST Project Management desk.

Sometimes, unexpected data repairs, appending, or enhancements may be necessary to make your file processable. The CRST Project Management department will complete reasonable data repairs within three (3) hours unless you request otherwise in writing. If the required work exceeds this timeframe, we will notify you beforehand. Any billable time beyond the three-hour limit will be discussed in advance.

If you decline further data repairs, appending, or enhancements beyond three (3) hours and cancel your scheduled mailing, a $50.00 cancellation fee applies. This stackable fee adds to any charges already incurred for time spent on submitted and received data files.

Data Processing for Mailfile Production

If you lack a USPS® CRID (Customer Registration Identification) number, we will check with USPS® to see if one already exists for you. If USPS® has not assigned one, we will assign it at no additional cost. As part of this verification or setup, we will give USPS® the same contact information that you provide to us.

The CRID registration creates a direct relationship between you and USPS®. CRST does not process anonymous mailings. While we keep all projects confidential, we still follow USPS® Full Service and eDoc web-based software protocols.

Since CRST submits all mailings at automation service standards, we verify every submitted file through NCOA/Move Update address quality requirements set by USPS®. CRST works only with USPS®-certified software vendors that receive direct approval for name and address verification.

By requesting mailing services from Cornerstone, you agree that we handle your submitted domestic destination names and addresses according to USPS® standards. These rules come from USPS®, not Cornerstone policies. If you have concerns about data file handling, you should contact USPS® for clarification.

As a USPS® Full Service professional mailer, CRST operates within PostalOne! and eDoc web-based software. You must ensure that your automation presorted addressed mail data enters the domestic postal mail stream within 30 calendar days.

If you ask us to hold, pause, or delay your mailing, and it misses the 30-day window, you must pay a re-processing charge. The charge matches the original processing cost for postal documentation.

If you ask us to hold, pause, or delay addressed mailing materials, additional expenses may apply. You may need to reorder materials at your expense. If possible, we can apply mailing labels to cover names and addresses as a cost-effective alternative.

Given these USPS® restrictions, we strongly recommend careful planning to prevent delays and avoid unnecessary expenses.

Project Communication

CRST Customer Service and Project Management clarify and confirm your project instructions with careful attention. Our Project Management model assigns a CRST Project Management Communications Coordinator to you and your project. You can contact this coordinator at production@crst.net, the general inbox for all project management communications.

For project setup, invoicing, post-production questions, and project wrap-ups, you may reach CRST Customer Service at info@crst.net. Our internal standard requires us to acknowledge received instructions within one hour. However, in some cases, we may need up to 24 hours to confirm receipt or request additional information.

For ongoing and scheduled projects, you must designate a single, qualified point-person as the primary contact between Cornerstone and your organization. We do not require reminders about maintaining a single communication channel. If you involve multiple staff members or interested parties, you may increase billable Project Management hours and create confusion.

The individual who initially authorizes the scheduled work automatically becomes Cornerstone’s sole point of contact. This designated person must hold full decision-making authority to relay all project-related guidance to Cornerstone. To ensure clarity, you must submit all instructions in writing via email to production@crst.net.

If you provide verbal direction due to urgency or convenience, CRST will try to confirm these instructions via return email. However, this confirmation serves only as a courtesy. Your verbal instructions cannot replace written project instructions. Ultimately, you bear full responsibility for providing accurate project guidance in writing.

These Terms and Conditions remain valid even if conflicting, unclear, or incomplete instructions arise. You remain fully responsible for the content and clarity of your written instructions. CRST does not accept responsibility for guidance from other staff members or interested parties. You alone hold full responsibility for direction and approvals, regardless of whether they come from internal team members or external collaborators.

Confidentiality and Non-Disclosure

Your electronic mailing data is safe with us and we will not use it for any purpose other than that for which you have requested of us. If you supply a mailing list to Cornerstone, we will uphold absolute privacy and industry-standard care regarding its use and archival.

Data Quality Reports

For submitted customer files with no third-party restrictions, Cornerstone provides a Data Quality Report that includes:

• Non-CASS (“Invalid Address”) Certificate or Report
• DPV (Delivery-Point Validation) Details
• Listing of Repaired Addresses
• Listing of Undeliverable Records
• Duplicate Name/Address Removal
• NCOA/Move Update Report

Cornerstone removes duplicate names only when both the name and address match exactly. We do not scan for duplicate names alone. Since no universal standard exists for name/address repair, our data quality efforts follow industry best practices and available project time.

Cornerstone does not provide Data Quality Reports for list rentals or Board of Election data files. You can expect reports within 30 days of payment and project completion.

Non-Profit Mailings

If your organization previously mailed at USPS® Non-Profit mailing rates, you likely qualify for not-for-profit mailing privileges or permission to use these rates. For new clients, a CRST Customer Service or Project Management team member contacts the national USPS® help desk to confirm your CRID (Customer Registration Identification) number and verify your NPA (Non-Profit Authorization) number. CRST conducts this verification at no charge.

Your USPS® NPA number is a unique 6-digit or 7-digit code that the U.S. Postal Service® assigns to qualified non-profit organizations. This code grants privileges to mail at Marketing Mail Nonprofit postage rates. However, an NPA must pair with a bulk mail permit (such as Permit# 473 in Newburgh, NY). Additionally, your mailpiece must meet specific design requirements.

CRST regularly verifies an organization’s non-profit status with the Postal Service. Prior approval for non-profit rates does not guarantee future eligibility. Similarly, IRS 501(c)(3) recognition does not automatically qualify an organization for USPS® non-profit mailing rates. Before granting permission for discounted non-profit mailings, CRST requires 1–3 business days to verify your NPA status and update contact details. These details include your contact name, website, email, and mailing address.

If you have never mailed at non-profit rates and do not recall your initial NPA approval, CRST can assist with the application process to issue, reissue, or recover your NPA. You must complete an "Application to Mail at Nonprofit USPS® Marketing Mail Prices" (PS Form 3624). To help with this process, we provide step-by-step instructions in our guide, "How To Complete The Non-Profit Mailing Application."

Please note that Cornerstone lacks authorization to submit this application for you. The U.S. Postal Service® directly grants NPA approval and non-profit mailing privileges to your organization.

Mailpiece/Graphic Design

Client or Third-Party Provided Designs:

Before you print at Cornerstone or an approved CRST Print Partner, the CRST Project Management team reviews your proposed design(s) to ensure:

1. Compliance with USPS® physical mailing standards, including USPS® Postal Explorer’s DMM 300, Section 200 - Commercial Letters, Cards, Flats, and Parcels.
2. Adherence to Cornerstone’s internal mailpiece setup SOP requirements. This includes ensuring:
3. The correct postal permit is in place.
4. Crop marks for bleeds are properly positioned.
5. Design alignment with other mailing materials or your organization’s branding.
6. Appropriate font selection for readability.
7. QR code functionality meets technical standards.
8. Mail-merge field placement correctly matches submitted data.

We aim to prevent design issues that may affect your postal discounts or functionality while ensuring a high-quality visual presentation.

Cornerstone Created Designs:

If Cornerstone designs your mailpiece, we handle all compliance requirements automatically. We take full responsibility for ensuring the design meets USPS® mailing standards and adheres to professional design guidelines.

Accepted Design Formats

We exclusively use Adobe InDesign, the industry-standard graphic design software for pre-press production in the United States. We do not accept other file formats, including:

• MS Publisher
• MS Word
• MS PowerPoint
• CorelDraw
• Quark
• Canva

If you submit a .pdf for review without an Adobe InDesign (.indd) file, we will use the PDF as a reference only.

Once you approve the final design for printing, mailing, or web development, you will receive a minimum-resolution PDF. However, Cornerstone will retain the original InDesign (.indd) file and will not share it.

Additional Considerations

• Union Printing: After final client approval, Union-printed materials will display the Union bug as required by Union printing regulations. Due to these regulations, CRST cannot store images in-house for future use. Each Union-printed piece will include the appropriate Union bug.

• EDDM® (Every Door Direct Mail) Saturation Mail: CRST-designed mailpieces will feature the tagline “Designed and printed by www.CRST.net” in a font size of 10 points or smaller. This tagline will be discreetly placed and may not appear in your review before ordering.

• Third-Party Images: If no-cost images are unavailable, CRST may purchase third-party images for your design. These images, classified as rented, are typically for one-time use and will incur additional costs, which we pass through at cost.

Stamps/Stamped Mail:

CRST uses pre-canceled stamps (or postal permit indicia) for mail presentment and delivery, except for single-piece international letter rates or flat-rate mail applications.

To qualify for pre-canceled stamps, you or your organization must provide at least 500 verified, CASS-certified U.S. domestic addresses. We no longer hand-stamp domestic mail using commemorative stamps, Forever Stamps, or other single-piece rate stamp items.

Permit Use

Client Permits

CRST no longer presents mail under permits other than its own permit. Additionally, mailings are not presented anywhere other than a standard BMEU entry point in Newburgh, NY.

CRST Permits

Below are simple representations of some of our various permit indicias.

If you design an automation-ready mailpiece image or have one designed by a print partner, your graphic design must include the correct, pre-approved postal permit. A CRST Project Management team member must approve this permit before finalizing the design.

Using our postal permits does not incur additional charges. However, if your mailpiece design lacks the required permit, CRST will modify it accordingly. In such cases, graphic design charges may apply.

Third-Party Service Vendors

You and we both engage third-party service and fulfillment vendors to handle mailings or parcel distribution. These vendors include, but are not limited to, the United States Postal Service (“USPS®”), United Parcel Service (“UPS”), and Federal Express (“FedEx®”). Additional vendors may include commercial printers, internet service providers, and other companies offering similar support. The success of our work depends on reliable service from these providers.

Your engagement with Cornerstone Services for automation rate mail requires compliance with United States Postal Service regulations. You maintain a direct relationship with the USPS®, just as we do, and you accept the benefits and risks of USPS® services. While the Postal Service has internal delivery standards, it does not guarantee delivery timelines for any mail class we offer.

The USPS® and other fulfillment providers sometimes face delays due to weather, seasonal volume spikes, internal re-routing, workforce shortages, or logistical disruptions. Additionally, non-retail postage rates may change without advance notice, and some services (such as Regional Priority Mail) may become unavailable unexpectedly. CRST works to address these challenges and resolve service issues within the limits of our control and authority.

Approved Third Party Printing:

CRST collaborates with local and regional print partners, along with several national print providers. If we cannot accommodate your printing needs, we may refer you to a trusted printer partner. If a print partner referred you to us, they likely understand the following restrictions for any work we undertake on your behalf.

• We do not accept materials printed on 20/50 lb. paper stock, commonly known as "copy paper," without prior approval. Such approval is rarely granted.
• Before printing, our CRST Project Management desk (production@crst.net) must review all mailing materials for USPS® and internal mailpiece design compliance. Only approved materials can enter the Postal Service mail stream for automation presort.
• CRST must handle all mail merges before commercial printing by an approved CRST third-party printer. We do not accept materials printed by Staples, OfficeMax, home-based printers, or printers of unknown origin.
• Additionally, we do not accept materials printed more than one year ago or stored in non-temperature-controlled environments. Exposure to humidity or improper storage may render materials unusable.
• Even if we accept materials initially, CRST reserves the right to return or reject them if they fail automation equipment handling standards. All provided print materials must be uniform and cannot include combined printing lots or mixed paperweights.
• Materials must not have UV (high-gloss) coating on any mailing face. Additionally, all materials must be professionally packaged and should not require unexpected setup times beyond standard industry preparation.

Turn-around Times:

Aside from printing timeframe requirements, the formal mailing turnaround timeframe begins once we receive your full advance payment for all services and postage. This timeframe ends when we enter your mail at the USPS® Mid-Hudson facility in Newburgh, NY. If you have not pre-paid for services, we cannot guarantee any fulfillment turnaround timeframes.

Political Mail:

Properly designed USPS® political mail may receive expedited handling compared to standard Marketing (commercial bulk mail) services. The USPS® often upgrades eligible bulk mail to First-Class mail services at no extra cost. However, USPS® enforces strict guidelines for political mailpiece designs and First-Class upgrade eligibility.

To qualify, submitted designs for public office positions must include:
(a) the candidate name(s) and/or political party name(s),
(b) the publicly listed electoral position(s), and
(c) the publicly cited election date(s).

If you have questions, submit your draft artwork to our Project Management desk at production@crst.net well in advance. If unsure whether your mailpiece design qualifies, send it to us early. This allows us to seek formal USPS® guidance if necessary. Our team ensures that all political mailpiece designs we create comply with USPS® regulations.

Please note that USPS® regulations frequently change. A Postal Service BMEU (Business Mail Entry Unit) clerk may also interpret these rules differently than expected. In some cases, USPS® may remove political tagging and downgrade the mail to standard commercial bulk mail, which is beyond our control.

Payment Terms:

Cornerstone has always operated under the "On Receipt" payment arrangement, and this policy remains in effect. Payment for all services—including data rental, postage, web services, print materials, and other deliverables—must be completed before the final delivery.

For certain projects, such as websites or large-scale tasks exceeding $2,500, we may require a 50% deposit before starting work. All funds must clear Cornerstone’s account before we proceed with design, data processing, or mailing presentments on your behalf.

We encourage you to submit payment via check, made payable to "Cornerstone Services, Inc.", and sent to the address listed on your invoice. Alternatively, you may pay online through Stripe, PayPal, or Venmo. Please note that a 3% ACH pass-through charge applies to online payments. Unfortunately, we do not accept credit card payments over the phone.

If a payment issue arises—such as a bounced check or a stopped payment—you must resolve it promptly. If non-payment extends beyond 30 days, you agree to cover any reasonable legal or collection costs. These costs may include fees incurred while recovering payment for services rendered or materials provided.

Residual Materials

Limits of Liability

Your request for design, printing, and mail fulfillment services from Cornerstone acknowledges that we make our best efforts in all aspects, including design, data handling, printing, and general mailing fulfillment.

Furthermore, you agree to indemnify and hold Cornerstone harmless against any claims, costs, or expenses, including attorney’s fees, that may arise from the mailing(s), work, or projects you request from us.

You also unconditionally understand and agree that Cornerstone bears no responsibility for any damages or perceived damages, including pain and suffering, resulting from the execution of any work you have requested from us.

Additional Conditions

(a) Additional charges and expenses, which are usually minor and reasonable, may arise as a natural consequence of the services we render on your behalf. While we strive to provide accurate and specific cost estimates, any CRST-provided estimate or projected invoice is based on anticipated costs and available information at that point in time. You acknowledge that final invoice charges may differ from the original estimate if more than thirty (30) days have passed since the estimate was provided.

(b) If a dispute arises from your request for services, information, or materials from Cornerstone, binding arbitration through the American Arbitration Association will be your sole recourse beyond direct negotiation with us. Additionally, you must submit any dispute in writing to Cornerstone within twenty (20) days of receiving our invoice.

(c) These Terms and Conditions confirm your obligation to pay for all services, materials, data, postage, artwork, and graphic design provided by Cornerstone. Regardless of any other written instructions or agreements, your request for services or materials—whether in writing or verbally—signifies your full consent to these Terms and Conditions as outlined above.