Refund Policy & Payment Agreement

Refund & Payment Policy

Effective Date: July 29, 2025

This Refund & Payment Policy governs all transactions involving SMART Lead Digital (“we,” “our,” “Company”), including access to our software platform, onboarding setup, marketing services, and usage-based billing such as SMS, email, or call tracking.

1. 30-Day Refund Policy (Software Platform Only)

First-time software clients may request a full refund of their initial subscription fee within 30 calendar days of purchase. This applies exclusively to software access — not setup services, marketing work, or usage-based charges.

Submit refund requests to [email protected] with subject: “Refund Request”.

Refunds are issued within 7–14 business days to the original payment method, minus a 4.5% non-refundable transaction fee.

After 30 days, all payments are final and no refunds will be issued for any reason, including non-usage or cancellation.

Refund eligibility ends if the product has been materially used, altered, or modified by the client without written approval. Fraudulent, excessive, or repeated refund requests will be denied and may result in account termination.

2. Setup Fees – Earned Upon Delivery

All onboarding and setup fees are non-refundable once any of the following deliverables are initiated:

Scheduled onboarding call(s) or strategy sessions

Communication via email, support ticket, or chat regarding setup

Transfer or update of DNS, email, or record systems

Creation of custom automations, funnel pages, or contact workflows

Configuration of platform integrations or phone/SMS services

You agree that the setup fee reflects real labor and digital infrastructure costs. No portion of the setup fee will be refunded once these services have been initiated, unless the core software platform is proven non-functional and unrecoverable by documented evidence.

3. Annual / Paid-in-Full Plans

If you purchase an annual or prepaid 12-month plan:

You may request a refund within 14 calendar days only.

If granted, the refund will be reduced by up to 9% to cover:

Original merchant processing fees (~4.5%)

Refund transaction fees (~up to 4.5%)

After 14 days, no refunds or credits will be issued, regardless of usage.

Filing a chargeback after 14 days is a breach of this agreement and will result in collection efforts.

4. Service-Based Work / Fulfillment

No refunds will be issued for:

Digital labor, consulting, or account setup once delivered

Fulfillment projects, paid audits, ad management, or SEO

Prepaid work involving our team or third-party vendors

Partial use of campaign time, creative cycles, or ad spend management

Once personnel hours or delivery infrastructure have been committed, all sales are final.

5. Billing Terms

By subscribing, you authorize us to charge your Authorized Payment Method on file.

Monthly plans renew automatically on your signup date unless canceled with proper notice.

Annual plans renew yearly unless canceled 30 days in advance.

You are responsible for payment regardless of whether you access or use the service.

Pricing is subject to change with 30 days’ notice posted on our site and/or sent via email.

6. Cancellations & Termination

To cancel, submit written notice to [billing email redacted] with the subject: “Cancellation Request”. The following applies:

Cancellations are effective at the end of your current billing cycle

We require 30 days’ notice to avoid future billing

No refunds are issued for partial use

Your data will be permanently deleted after 7 days unless a data retention plan is requested

7. Data Retention & Parking

Upon cancellation:

Your account is deactivated within 3 business days

Data is permanently deleted after 7 days

Optional “data parking” is available for $50/month (up to 6 months) plus applicable data and phone line charges previously agreed to.

Once data is deleted, it cannot be recovered. You agree we are not liable for lost assets, contact lists, tracking numbers, or workflow logic removed after account termination.

8. Non-Refundable Charges

The following items are never refundable:

SMS, phone, or email usage charges

Telephony fees from Twilio, Leadconnector, or related services

Unused credits or features including rebilled credits of $25 or less.

Access time (even if unused) or account inactivity

Digital files or intellectual property delivered to the client

9. Chargebacks, Disputes & Enforcement

All customers agree to:

Contact us before initiating any dispute or chargeback

Not reverse charges in violation of these terms

Any unauthorized chargeback will result in:

Immediate account suspension

Collection of the full original charge + Stripe chargeback fee ($15) + legal or recovery costs

Forfeiture of any service, data, or support from that point forward

10. Dispute Resolution & Arbitration

In the event of a dispute:

You agree to notify us in writing at least 30 calendar days prior to initiating any arbitration, dispute filing, or legal action

We will make reasonable efforts to resolve the issue promptly and in good faith

This mirrors Stripe’s own pre-arbitration requirement and is required for all clients who do business with us.

11. Platform Guarantee

While we do not guarantee any specific financial outcome, we do guarantee to:

Deliver working platform access for the term of your agreement with expected minor tech down times for either upgrades or bugs with no more than 24 hour delay in service is acceptable and understood.

Provide a path for setup, training, and resolution of platform issues

Support your success using proven systems and tools

If you encounter a genuine technical issue with our platform, and you provide clear documentation (e.g., video proof), we will offer either remediation or an alternate solution at our discretion.

12. Questions or Support

📧 [redacted]
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