Refund & Cancellation Policy

Setup and Implementation Fees

Setup, onboarding, migration, customization, CRM configuration, workflow development, automation development, funnel development, website development, integrations, and related implementation fees compensate CJM for professional work.

If a client cancels before work has begun and before CJM has incurred third-party expenses, the client may request a refund of amounts paid, less any non-recoverable transaction fees, provider costs, or expenses already incurred.

Nothing in this section limits rights that cannot legally be waived.

Recurring Subscriptions

CRM, software, platform, maintenance, marketing, service, support, and other recurring subscriptions are normally billed in advance.

Clients may cancel recurring services before their next renewal date.

Cancellation prevents future subscription renewals but does not normally create a prorated refund for a billing period that has already started.

Access may continue until the end of the paid billing period unless:

• The service is terminated for breach.
• An underlying provider requires immediate suspension.
• The applicable agreement provides otherwise.
• Continued access creates material legal, security, or platform risk.

Usage-Based Charges

Charges already incurred for consumption-based, metered, or provisioned services are generally non-refundable once used or incurred.

Examples include:

• SMS
• MMS
• Phone calls
• Phone numbers
• Email sending
• Artificial intelligence usage
• Premium workflow actions
• Email or data verification
• WhatsApp services
• Domain-related services
• API usage
• Other metered or consumption-based services

Usage-based fees may be billed separately from recurring service fees depending on the client's plan and configuration.

Third-Party Purchases

Payments made, committed, or transferred to third-party providers may be non-refundable.

These may include:

• Domain registrations
• Software subscriptions
• Marketplace applications
• Telecommunications services
• A2P registration fees
• Advertising spend
• Hosting
• Payment-processing fees
• External software subscriptions
• Third-party API charges

Refund eligibility for third-party services is governed by the applicable provider's terms, policies, and refund rules.

CJM cannot guarantee refunds for amounts already paid or committed to an external provider.

Custom Work

Custom development, consulting, technical services, marketing services, implementation work, automation work, or other professional services that have already been completed are generally non-refundable unless:

• CJM agrees otherwise in writing.
• The amount was charged in error.
• Applicable law requires a refund.

If a project is canceled while partially completed, CJM may retain amounts reasonably attributable to:

• Work already performed
• Reserved or committed project resources
• Non-recoverable expenses
• Third-party costs
• Work already delivered

Treatment of any remaining project balance will be determined by the applicable proposal, invoice, contract, or Statement of Work.

Duplicate or Incorrect Charges

If CJM charges a client twice in error or charges an amount different from the agreed amount, CJM will investigate and correct confirmed billing errors.

Please contact:

[email protected]

Where available, please include:

• Invoice number
• Transaction information
• Date of charge
• Description of the billing issue

Service Dissatisfaction

A disagreement concerning strategy, creative preference, marketing performance, conversion rates, lead quality, platform limitations, deliverability, third-party approval, or other business outcomes does not automatically qualify for a refund where CJM has delivered the agreed scope of work.

CJM encourages clients to raise concerns promptly so reasonable corrections within the purchased scope can be evaluated.

Cancellation Requests

Cancellation requests should be submitted through an approved cancellation method provided by CJM.

Until a dedicated cancellation form or client portal process is established, cancellation requests may be submitted to:

[email protected]

Clients remain responsible for charges incurred before cancellation becomes effective.

Deleting an application, discontinuing use of a service, ignoring invoices, removing users, or failing to log into an account does not automatically cancel a subscription.

Account Transfers After Cancellation

Where an eligible CRM or software account can technically be transferred, CJM may reasonably cooperate with the transfer after the client has:

• Paid outstanding invoices.
• Resolved outstanding usage charges.
• Resolved applicable third-party balances.
• Provided information reasonably necessary for the transfer.

Some configurations, integrations, applications, phone numbers, AI services, templates, workflows, payment integrations, or third-party services may not transfer.

Account transfers are also subject to CJM's Terms & Conditions and the requirements of the applicable platform provider.

Chargebacks and Payment Disputes

Clients are encouraged to contact CJM first regarding legitimate billing disputes so the issue can be reviewed promptly.

This does not prevent a client from exercising lawful rights regarding genuinely unauthorized or fraudulent transactions.

Knowingly filing a false, misleading, or improper chargeback for properly authorized and delivered services may result in:

• Account suspension
• Service termination
• Collection of outstanding balances
• Submission of relevant records to the payment provider

These actions will only be taken to the extent permitted by law.

Statutory Rights

Nothing in this Refund & Cancellation Policy removes, limits, or waives consumer, contractual, statutory, or other legal rights that cannot lawfully be excluded.

Changes to This Policy

CJM may update this Refund & Cancellation Policy when its services, billing practices, technologies, providers, or legal requirements change.

The current version will be available at:

https://customerjourneymarketing.agency/refund-policy

Material changes may also be communicated through the website, account, email, or other appropriate channels.

Contact

If you have questions about billing, refunds, subscriptions, or cancellation, please contact us.