Refund & Cancellation Policy

This policy governs all refunds, credits, cancellations, and payment disputes for SYNCivate engagements. It is incorporated by reference into every Statement of Work signed by both parties. Questions about this policy should be directed to Billing@SYNCivateAI.com.

Part 1 — Refund Policy

1.1 SYNC-Point Audit ($197)

• The $197 audit fee is non-refundable once audit results have been delivered.
• If results are not delivered within the stated window due to SYNCivate error, a full refund is issued automatically within 5 business days.
• The $197 audit credit is valid for 30 days from the audit submission date — not from the strategy call date. It expires automatically at day 30 if no package has been signed.
• Credit is non-transferable and does not stack with other promotions or credits.

1.2 Setup Fees

• Full refund available if requested within 7 days of signing AND the kickoff call has not yet occurred.
• No refund once the kickoff call has taken place or any build work has begun — regardless of how much work has been completed.
• No refund if the client fails to provide required access or materials within 10 business days of a written cure notice. The project is considered client-abandoned and the setup fee is forfeited.

1.3 Monthly Recurring Fees (MRR)

• No partial month refunds under any circumstance.
• Cancellation requires 30 days written notice per Section 2.2. MRR for the full notice period is charged and collected.
• MRR billing begins on the confirmed go-live date, not the signing date. The first MRR charge is processed on the 1st of the calendar month following confirmed go-live.

1.4 Add-Ons

Full refund if add-on work has not started within 7 days of purchase. No refund once add-on work has begun.

1.5 Bonuses

Non-refundable once delivered. Bonus strategy calls expire 60 days after confirmed go-live if not scheduled. Expired bonuses are forfeited — no credit or substitution issued.

1.6 Failed Delivery

If SYNCivate cannot complete the deliverables in SOW Section 2, SYNCivate continues building at no additional charge until the SOW is fulfilled. If fulfillment is determined not achievable, a prorated refund is issued for uncompleted work.

1.7 Goodwill Credits

Issued at SYNCivate’s discretion for SYNCivate-caused delays or confirmed errors. Account credit only — never cash.

Situation	Credit Issued
SYNCivate build delay past confirmed deadline	$10 per business day, up to 50% of one month MRR
SYNCivate-caused downtime, over 72 consecutive hours	Prorated MRR credit for confirmed affected days

All goodwill credits are account credit only and expire 90 days from issue date if unused.

1.8 Referral Credits

When an active client refers a new client who signs any package, the referring client receives one free MRR month credited to their next billing cycle. Maximum one referral credit per referring client per calendar quarter. Credit applies to MRR only. Referring client must be in good standing.

1.9 Overpayments

Confirmed overpayments are applied as account credit to the next invoice within 5 business days. Cash refund available for overpayments over $100 upon written request to Billing@SYNCivateAI.com. Credits expire 12 months from issue date.

1.10 Chargebacks and Disputes

Filing a chargeback without first submitting a written dispute to Billing@SYNCivateAI.com is a breach of this agreement and triggers automatically: immediate suspension of all SYNCivate services; a $50 chargeback recovery fee added to the outstanding balance; no restoration until the chargeback is fully withdrawn and all balances paid in full. SYNCivate reserves the right to pursue legal recovery of all outstanding amounts and maintains a full audit trail of all payment attempts and communications.

Part 2 — Cancellation Policy

2.1 How to Cancel

Cancellation requests must be submitted in writing — verbal or informal requests are not recognized. Email Billing@SYNCivateAI.com with the subject line: Cancellation Notice — [Your Business Name], stating the requested cancellation date and reason. SYNCivate confirms receipt and the effective cancellation date in writing within 2 business days.

2.2 Notice Period and Final Billing

• 30 days written notice is required for all cancellations. The effective date is 30 days from SYNCivate’s written confirmation of receipt.
• MRR for the full 30-day notice period is charged and collected. No exceptions. No billing occurs beyond the confirmed cancellation date.

2.3 What Happens to Your System

Item	What Happens
AI automations and workflows	Deactivated on the cancellation effective date
GHL sub-account	Held for 30 days post-cancellation, then permanently deleted
Data export	Available within 15 days of written request to Support@SYNCivateAI.com
Your contact records and conversation history	Yours to keep — exported on request
SYNCivate workflow architecture and prompt frameworks	Remain SYNCivate property — not transferable

Failure to request a data export within 30 days of the cancellation effective date results in permanent deletion of all GHL sub-account data. SYNCivate sends one written reminder at day 15. Permanent deletion is not reversible.

2.4 Immediate Termination Grounds

SYNCivate may terminate any engagement immediately and without notice for: A2P violations (cold texting, misrepresentation of campaign use case, bypassing opt-out); abusive, threatening, or harassing conduct toward SYNCivate staff; non-payment beyond Day 30 per the late fee schedule; material misrepresentation at signing; or use of SYNCivate-built systems for illegal purposes.

Upon immediate termination: no refund is issued, the $50 chargeback recovery fee applies if a chargeback is subsequently filed, and SYNCivate reserves the right to report confirmed A2P violations to The Campaign Registry.

2.5 Client-Initiated Pause

Pause Duration	Restart Fee
Under 30 days	None — build held as-is
30 to 60 days	$150 — re-onboarding and re-testing required
60 to 90 days	$250 — full platform reconnections required
90+ days	Project closed — new SOW required at current pricing

All pause requests must be submitted in writing to Support@SYNCivateAI.com. Restart fees are due in full before work resumes. SYNCivate-initiated pauses do not count toward client pause timelines.

2.6 Project Abandonment

If a client fails to respond to 3 consecutive written outreach attempts over a 30-day period, the project is marked abandoned. No refund is issued on the setup fee. MRR billing pauses upon abandonment notice. If no response within 90 days of the abandonment notice, the project is permanently closed.

2.7 MRR Late Fee and Collections Schedule

Timeline	Action
Day 1	Auto-charge attempted. If failed, immediate email + SMS notification.
Day 5	$25 late fee added. System monitoring pauses.
Day 15	Second $25 late fee ($50 total). System deactivated.
Day 30	Account closed. $250 reactivation fee required before work resumes.
Day 60	Unpaid balance referred to collections or small claims court.

Client is responsible for all collections costs, court fees, and attorney fees associated with recovery. Accepted payment methods: credit/debit card (auto-charge for MRR), ACH/bank transfer (setup fees only). No checks accepted. No payment plans.

Part 3 — Dispute Resolution

Before initiating any chargeback or legal action, clients must: submit a written dispute to Billing@SYNCivateAI.com (subject: Billing Dispute — [Your Business Name]) within 30 days of the charge date, stating the specific charge, date, amount, and resolution requested; allow SYNCivate to acknowledge within 2 business days and respond within 5; and, if unresolved, request a recorded resolution call within 5 business days. If no resolution is reached, disputes are governed by North Carolina law and may be brought in Mecklenburg County Superior Court. Initiating a chargeback before completing this process is a waiver of the dispute process and a breach of this agreement.

Part 4 — Contact Directory

Purpose	Contact
General inquiries, pre-sales, press	Info@SYNCivateAI.com
Active client build issues, system problems, tickets	Support@SYNCivateAI.com
Payment disputes, invoices, chargebacks, MRR	Billing@SYNCivateAI.com

SYNCivate  |  13534 Plaza Rd. Extension, Ste 108, Charlotte, NC 28215  |  syncivateai.com

Effective June 15, 2026. Applies to all packages. Subject to change with 30-day written notice to active clients.