Cancellation & Refund Policy

1. Purpose and Scope

This Cancellation & Refund Policy (the “Policy”) governs the cancellation of subscriptions to the Assist LLC customer relationship management platform (the “Service”) and the circumstances, if any, under which a customer may be entitled to a refund or credit. This Policy applies to all customers of the Service, regardless of plan type, and is incorporated by reference into the Assist LLC Terms of Service or Subscription Agreement (the “Agreement”) governing the customer relationship.

Order of Precedence. This Policy is incorporated into and forms part of the Terms of Service or Subscription Agreement governing the customer’s use of the Service. In the event of any conflict between this Policy and the Terms of Service or Subscription Agreement, the Terms of Service or Subscription Agreement shall control.

2. Plan Types and Cancellation Terms

2.1 Free Trial (14 Days)

Customers may access the Service for an initial fourteen (14) calendar-day trial period at no charge.

The trial period is non-refundable, as no payment is collected during the trial.

A customer who does not cancel before the end of the trial period will automatically be converted to the paid subscription plan selected during signup. The customer’s designated payment method will be charged the applicable subscription fee disclosed during enrollment, and the subscription will renew in accordance with the Terms of Service or Subscription Agreement unless cancelled before the first charge.

Customers may cancel at any time during the trial period via self-serve cancellation in the Service (see Section 3), with no charge incurred.

2.2 Month-to-Month Subscriptions

Month-to-month subscriptions renew automatically each billing cycle until cancelled.

Customers may cancel at any time, with no advance notice required, via self-serve cancellation in the Service.

Cancellation takes effect at the end of the current billing cycle. The customer retains access to the Service through the end of the cycle already paid for.

Except as required by applicable law, subscription fees are non-refundable once charged. Cancellation becomes effective at the end of the current billing cycle and does not entitle the customer to a refund or credit for any unused portion of that billing period, including where the customer elects not to use the Service.

2.3 Annual Subscriptions

Annual subscriptions automatically renew for successive twelve (12) month terms unless cancelled prior to the renewal date.

Renewal charges are deemed authorized under the customer’s Agreement unless the subscription is cancelled before the applicable renewal date.

Customers may cancel at any time via self-serve cancellation in the Service. Cancellation prevents the next annual renewal charge but does not terminate the then-current annual term early.

Except as required by applicable law, annual subscription fees are non-refundable once charged. Cancellation during the subscription term prevents future renewal charges only and does not terminate the current subscription term or entitle the customer to a refund or credit for any unused portion of the subscription period.

2.4 Failed Payments

If a recurring payment cannot be processed for any reason, including an expired payment method, insufficient funds, payment processor decline, revoked authorization, or similar failure, Assist LLC may retry the payment using its payment processor’s standard procedures. Assist LLC may suspend or limit access to the Service until all outstanding amounts have been paid.

3. Cancellation Method

All cancellations are self-serve and may be initiated by the customer at any time, directly within the Service’s account settings, without the need to contact customer support, complete a retention flow, or speak with a representative. Upon cancellation, the customer will receive an automated confirmation, including the effective date of cancellation and, where applicable, the date through which access to the Service will continue.

4. Exceptional Circumstances

4.1 Discretionary Prorated Credit

Outside of the standard terms above, Assist LLC may, in its sole discretion, issue a prorated credit on a case-by-case basis where a customer experienced a significant, verifiable product defect or service outage that materially prevented use of the Service for a substantial portion of the billing period. This provision is a discretionary accommodation, not a guaranteed entitlement, and does not modify the no-refund terms in Sections 2.2 and 2.3.

Requests must be submitted to customer support with a description of the issue and the affected time period.

Assist LLC will evaluate each request based on factors including the severity and duration of the issue, whether it was attributable to Assist LLC (as opposed to third-party integrations, customer configuration, or customer’s own systems), and whether the issue was previously disclosed (e.g., via status page or support communication).

Any credit issued will be applied to the customer’s account as a credit against future charges, not as a cash refund, unless otherwise required by law.

Any credit issued under this Section is a voluntary business accommodation and does not establish a precedent or obligate Assist LLC to provide credits, refunds, or similar accommodations in future situations.

Assist LLC reserves the right to deny refund or credit requests where it reasonably determines the request results from fraud, abuse of the refund process, misuse of the Service, or violation of the Agreement.

4.2 Chargebacks and Payment Disputes

Customers are encouraged to contact Assist LLC before initiating a chargeback or payment dispute. If a customer disputes a payment through its financial institution or payment provider, Assist LLC reserves the right to suspend or restrict access to the Service while the dispute is pending and may pursue any rights or remedies available under the Agreement or applicable law.

5. Effect of Cancellation

Upon the effective date of cancellation, the customer’s access to the Service will terminate at the end of the period described in Section 2.

Customer data following cancellation will be retained, made available for export, or permanently deleted in accordance with the Terms of Service, Subscription Agreement, or any applicable Data Retention Policy.

Cancellation does not relieve the customer of any payment obligations accrued prior to the effective date of cancellation.

Nothing in this Policy limits Assist LLC’s separate rights under the Terms of Service or Subscription Agreement to suspend or terminate customer accounts for nonpayment, fraud, abuse, violation of the Agreement, unlawful conduct, or any other permitted reason.

6. Changes to This Policy

Assist LLC may update this Policy from time to time. Material changes affecting then-current subscribers will be communicated in accordance with the notice provisions of the Agreement. Changes will not be applied retroactively to alter the refund eligibility of charges already processed. Except with respect to refund rights associated with charges previously incurred, this Policy applies to continued access to and use of the Service after its effective date, including subscriptions that began before the effective date.