This Payment Processing Policy (“Policy”) explains how Synergy Agents (“we,” “us,” or “our”) handles payments, refunds, cancellations, and disputes. This Policy applies to:

• Setup & Service Fees: One-time fees paid for the architecture, configuration, and launch of your AI Voice System.

• Subscription Payments: Recurring fees you pay to us for the ongoing management and optimization of the Synergy Agents system.

• Payment Processing Services: The features that allow you to collect payments from your customers (“End Users”) via the AI System (e.g., booking deposits).

By registering for an account, signing a Service Agreement, or using our payment features, you agree to be bound by this Policy.

1. Accepted Payment Methods

Synergy Agents accepts the following payment methods for Setup and Subscription fees:

• Credit/Debit Cards: Visa, MasterCard, American Express, and Discover.

• Digital Wallets: Apple Pay and Google Pay (where applicable).

• ACH/Bank Transfer: Accepted.

Note: We do not accept cash, personal checks, or money orders for software subscription payments. We do not store full credit card numbers on our servers; all payment data is securely tokenized and stored by our third-party payment processors (Stripe).

2. Billing & Subscription Structure

A. Billing Cycle & "Frozen" Periods

• One-Time Setup Fees: Charged immediately upon contract signing to initiate the build.

• Performance-Triggered Subscriptions: If you are enrolled in a "Velocity Pilot" or "Frozen Billing" plan, your subscription start date is deferred until the "Success Event" occurs. Success Event is strictly defined as the first Booked Appointment or Live Transfer generated by the system. Once triggered, the billing cycle begins immediately.

• Standard Subscriptions: Billed on the same day each month (e.g., if activated on Jan 15th, you are billed Feb 15th).

B. Automatic Renewal
To ensure uninterrupted service, all subscriptions automatically renew. By signing up, you authorize us to charge your payment method on file for the renewal period at the then-current rate until you cancel.

C. Failed Payments & Suspension
If a subscription payment fails (e.g., expired card, insufficient funds):

• Retries: We will attempt to process the charge multiple times over a period of 7 days.

• Suspension: If payment is not successfully captured within 7 days of the due date, your account will be automatically suspended. You will lose access to the Dashboard and AI Voice Services until the balance is paid.

• Termination: If an account remains suspended for 30 days, we reserve the right to terminate the account and permanently delete your configuration data and phone numbers.

3. Cancellations

A. How to Cancel
You may cancel your subscription at any time by providing 30 days' written notice to our support team at hello@synergyagents.com .

B. Effect of Cancellation

• Access: Your access to the Service will continue until the end of your current paid billing cycle.

• No Future Charges: Once cancelled (and after the 30-day notice period satisfies), you will not be charged for the subsequent billing cycle.

• Data: As per our Privacy Policy, your call logs and lead data may be retained for 30 days post-cancellation, after which it may be permanently deleted.

4. Refund Policy

All fees paid to Synergy Agents are non-refundable.

A. One-Time Setup Fees
Setup Fees (Implementation/Build Fees) are strictly non-refundable once the onboarding process has commenced. This fee covers the immediate allocation of development resources, account configuration, and proprietary prompt engineering.

B. Subscription Fees

• No Partial Refunds: We do not provide refunds or credits for partial months of service, upgrade/downgrade adjustments, or unused time with an open account.

• Annual Plans: If you cancel an annual plan early, you will retain access for the remainder of the year, but no prorated refund will be issued.

C. Exceptions
Exceptions to this policy are made rarely and solely at the discretion of Synergy Agents (e.g., in the event of a proven billing error on our part).

5. Payment Processing (Collecting Payments from Your Customers)

Synergy Agents integrates with Third-Party Payment Processors (e.g., Stripe) to allow your AI Agent to collect payments (such as dispatch fees or consultation deposits) from your clients.

A. Your Role vs. Our Role

• Synergy Agents: We provide the interface (software) to initiate charges via voice or text. We are not a bank.

• The Processor: The Third-Party Processor handles the actual movement of funds. By using these features, you agree to the Processor’s Connected Account Agreement.

B. Transaction Fees
In addition to your Synergy Agents subscription, you agree to pay Transaction Fees on every payment you collect from your clients. Current rates are listed in your dashboard. These fees are deducted automatically from the transaction amount before the funds are deposited into your bank account.

C. Payouts
Payouts to your bank account are subject to the schedule of the Third-Party Processor (typically a rolling 2-day window). Synergy Agents cannot accelerate payouts or release holds placed by the Processor.

6. Disputes and Chargebacks

If one of your customers disputes a charge (files a "Chargeback") with their bank regarding a payment collected by the AI:

• Liability: You are solely responsible for all Chargebacks. Synergy Agents is not liable for disputes between you and your customers.

• Funds Held: The disputed amount is immediately withdrawn from your account balance by the Processor.

• Dispute Fees: A non-refundable dispute fee (typically $15.00 - $25.00) will be charged to you by the Processor.

• Excessive Disputes: If your account incurs excessive chargebacks (typically exceeding 1%), we reserve the right to suspend your payment processing privileges.

Client Disputes against Synergy Agents:
In the event you initiate a chargeback against Synergy Agents for a valid Setup or Subscription fee, we reserve the right to dispute the chargeback using the signed Service Agreement and Proof of Performance logs. We may also immediately suspend your service and release your phone numbers.

7. Free Trials and Promotions

A. Free Trials (Frozen Billing)
If you sign up for a Pilot Program or Free Trial:

• You may be required to enter payment information to activate the trial.

• Automatic Conversion: If the Performance Trigger is met (Booked Appointment or Live Transfer), the trial ends immediately, and you will be charged the subscription rate.

• One Per Customer: Pilots are limited to one per business entity.

B. Promo Codes
Promotional codes are non-transferable and have no cash value. They cannot be applied retroactively to past payments.

8. Currency and Taxes

A. Currency
The base currency for Synergy Agents is US Dollars (USD).

B. Sales Tax on Your Services
You are responsible for configuring tax settings to collect sales tax from your customers based on your local laws. Synergy Agents is not responsible for your failure to collect or remit taxes to your local government.

C. Sales Tax on Software Subscription
Synergy Agents will calculate and collect sales tax on your monthly management fee where required by law (based on your billing address).

9. Contact for Billing Issues

If you believe you have been billed in error or have questions regarding this policy, please contact our Billing Department immediately.

Billing Support Email: hello@synergyagents.com
Support Hours: Mon-Fri, 9:00 AM - 5:00 PM PDT