Refund & Cancellation Policy
How refunds, cancellations and minimum terms work at PulseForge. We aim to be fair and clear. Specific commercial conditions in your signed proposal or Statement of Work take precedence over this general policy.
1. Setup fees
Setup fees are one-time payments that fund the configuration, integration, scripting and testing of your system. Once work has commenced, setup fees are non-refundable. This reflects the cost of build hours, integrations and tools already configured on your behalf.
If you cancel before any setup work has started (typically within 48 hours of payment), we may issue a full refund at our discretion. Contact us in writing as soon as possible.
2. Monthly subscriptions
Monthly retainers are invoiced in advance. They cover monitoring, optimisation, scripts and support for the upcoming month. Monthly fees are non-refundable for the current billing period.
If service quality issues arise during a billing month, contact us promptly so we can resolve them. Where issues stem from PulseForge's fault and aren't resolved within reasonable time, we may issue a partial credit or refund at our discretion.
3. Minimum terms
Minimum terms allow systems to stabilise and demonstrate results. Typical minimums:
- Regional Starter — month-to-month after setup
- Never Miss a Lead — 3 months
- AI Voice Growth — 3 months
- Full Revenue Stack — 6 months
- Founding Client Programme — 6 months
Your exact minimum term is stated in your signed proposal or Statement of Work. After the minimum term, the engagement continues month-to-month.
4. Cancellation after the minimum term
After the minimum term, you can cancel with 30 days' written notice (email to [email protected] is sufficient). The notice period covers the final month of service. At cancellation we provide:
- Full handover of your systems, configurations and documentation
- Export of CRM data where technically feasible
- Disconnection of integrations from PulseForge accounts
- Transfer of system ownership where applicable
5. Cancellation during the minimum term
If you wish to cancel during the minimum term, contact us in writing. Options typically available:
- Pause the service for a defined period (e.g. seasonal businesses)
- Downgrade to a smaller plan
- Continue paying the monthly fee through the remaining minimum term
- Settle the remaining minimum-term value as a one-time payment
We're a small Australian business and try to be flexible. Genuine hardship cases are reviewed individually.
6. Third-party tools and platform costs
Subscriptions and usage fees for third-party platforms (e.g. Twilio, Vapi, Google Ads, AI provider charges) are pass-through costs. These are non-refundable as we have already paid the underlying providers. Where you hold the third-party accounts directly, refunds (if any) come from those providers per their own terms.
7. Founding Client Programme
The Founding Client Programme carries discounted pricing in exchange for a 6-month minimum, feedback during onboarding, and a published case study only if you're happy with the results. Specific terms:
- If you cancel before the 6-month minimum, the remaining months are payable at the standard Full Revenue Stack rate ($1,200/month), not the founding rate
- If we agree at our discretion that the engagement is no longer a good fit, no early termination penalty applies
- Founding pricing continues at the original founding rate for the duration of the engagement, provided minimum terms are honoured
8. Termination by PulseForge
We may terminate immediately and without refund of setup fees for material breach, including non-payment, unlawful use of our services, misuse of AI tools, fraud, or harassment of our team. We will provide written notice and a reasonable opportunity to cure where appropriate.
9. Termination by mutual agreement
Where both parties agree the engagement isn't working, we may agree a graceful exit with pro-rated fees, partial credit, or other arrangements at our discretion. The goal is a fair outcome for both sides.
10. Australian Consumer Law
Nothing in this policy excludes consumer guarantees under the Australian Consumer Law. Where consumer guarantees apply and have been breached, you are entitled to remedies including re-supply of services or refund. This policy describes our standard commercial position; statutory rights override it where applicable.
11. How to request a refund or cancellation
Email [email protected] with:
- Your business name and contact details
- The reason for the request
- Any supporting information (e.g. invoices, communications)
We aim to respond within 3 business days and resolve within 10 business days. Genuine cases are reviewed fairly. We won't gaslight you or make refund requests difficult.
This policy doesn't constitute legal advice. For specific questions, consult a qualified Australian legal professional.