Billing & Refunds

    Refund & Chargeback Policy

    How refunds work, when you're eligible, and exactly how to request one — written plainly so there are no surprises.

    Effective May 16, 2026

    TactStack Refund & Chargeback Policy

    A plain-English summary of how refunds, cancellations, and chargebacks work

    Effective Date: 5/16/2026

    Last Updated: 5/16/2026

    This page is a summary. The binding, authoritative rules live in our Terms & Conditions — specifically Section 5.7A (Managed Tech), Section 5.8 (Failed Payments), Section 5.9 (No Proration / No Refunds), and Section 5.10 (90-Day Satisfaction Refund). If anything here conflicts with the Terms, the Terms control.

    1. The Short Version

    • Standard SaaS subscriptions (e.g. the $1497 and $997 plans) are covered by a 90-Day Satisfaction Refund on recurring subscription fees. See Terms §5.10.
    • Managed Tech is fully non-refundable. It runs on a 3, 6, or 12-month committed term, auto-renews for another full term, and early cancellation makes the full remaining balance immediately due. See Terms §5.7A.
    • Setup, onboarding, white-glove implementation, add-ons, and usage fees (AI, messaging, calling, email, etc.) are not refundable regardless of plan.
    • All refund and cancellation requests must go to cancellations@tactstack.com from the email on the account.

    2. Standard Subscriptions — 90-Day Satisfaction Refund

    If you are on a standard month-to-month SaaS subscription (e.g. the $1497 or $997 plan) and decide within the first 90 days of your initial paid subscription that it isn't the right fit, you can request a refund of the recurring subscription fees you paid during that window.

    The full rules — including what is refundable, Stripe processor fees being deducted, the email deadline, processing time, and the one-time-per-customer limit — are spelled out in Terms §5.10. We're not restating them here so there is one source of truth.

    3. Managed Tech — Fully Non-Refundable

    Managed Tech is a done-for-you engagement with committed monthly capacity, not a SaaS license. Because of that:

    • All Managed Tech fees are non-refundable under any circumstance.
    • The 90-Day Satisfaction Refund in §5.10 does not apply to Managed Tech.
    • Managed Tech is sold in 3, 6, or 12-month committed terms that begin on the date of the first payment.
    • At the end of the committed term, Managed Tech automatically renews for another full term of the same length at the then-current rate unless we receive written notice of non-renewal at cancellations@tactstack.com at least 30 days before the end of the then-current term.
    • Unused strategic meetings and project allotments are use-it-or-lose-it and do not roll over, accrue, or refund.
    • Early cancellation by the client makes the full remaining balance of the committed term immediately due and payable, and we may charge the card on file.

    Full rules: Terms §5.7A.

    4. What Is Never Refundable

    These items are non-refundable regardless of plan or timing:

    • One-time setup, onboarding, and white-glove implementation fees once setup work has begun.
    • Add-on purchases (Workflow Pros, AI Employee, SEO upgrades, Listings Pack, etc.).
    • Usage-based / metered fees (AI, messaging, calling, email, and similar consumption charges) once incurred.
    • Any period during which your account is suspended for non-payment (Terms §5.8).

    5. How to Cancel

    • Email cancellations@tactstack.com from the email address on the account, with the subject line "Cancel — [your business name]".
    • We confirm in writing within 2 business days.
    • Standard SaaS subs: cancellation stops the next renewal; the current paid period runs to its end.
    • Managed Tech: cancellation outside the 30-day non-renewal window leaves you obligated for the remainder of the committed term, per §5.7A(h).

    6. How to Request a Refund

    1. Email cancellations@tactstack.com from the email address on the account.
    2. Use the subject line "Refund Request — [your business name]".
    3. Include the date and amount of the charge, the last 4 digits of the card (or Stripe receipt reference), and a short note on why you're requesting it.
    4. We acknowledge within 2 business days.
    5. Eligible refund requests are typically authorized within 5–7 business days of receipt; the refund itself is issued within 30 days of authorization, net of any payment processor fees Stripe retained on the original charge (Terms §5.10(b), §5.10(d)).

    Please email us before disputing a charge with your bank — almost every situation is resolved faster, and in your favor, by talking to us first.

    7. Chargebacks

    • Talk to us first. Email cancellations@tactstack.com. We resolve issues faster than your bank can.
    • Disputes we will contest. We will dispute any chargeback that contradicts the Terms, the Statement of Work you accepted at checkout, or this Policy. We retain Stripe records, signed SOW acceptance, delivery logs, and communications as evidence.
    • Service suspension. Filing a chargeback on an active engagement results in immediate suspension of your account and any TactStack-provisioned tooling, pending resolution.
    • Recovery of fees. If a chargeback is decided in our favor, you remain liable for the original charge plus any processor fees and reasonable collection costs.
    • Bad-faith chargebacks. Disputing a charge for a service that was clearly delivered may be referred to collections and reported to the card networks. Repeat or bad-faith chargebacks will result in permanent termination of service.

    8. Failed Payments

    If a scheduled payment fails, your account and all associated users are immediately and automatically locked out of the Services until the balance is paid in full. There is no proration, discount, or refund for suspended periods. Full rules: Terms §5.8.

    9. Authorization Holds at Checkout

    If you cancel during Stripe checkout, no charge is captured. Some card issuers place a short-lived authorization hold to verify the card; that hold is never finalized and falls off automatically — typically within 1–5 business days, depending on your bank. We have no ability to release it faster.

    10. Tax

    When a refund is issued, it includes any sales tax, VAT, or GST that was collected on the original charge. Where tax has already been remitted to a tax authority, we refund the same amount; we do not refund tax that was never collected.

    11. Changes to This Page

    Because this page is a summary of the Terms, it tracks changes to the Terms. The "Last Updated" date above reflects the most recent revision. Material changes to refund or cancellation rules are made in the Terms and announced per Section 1.3 of the Terms.

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