This policy explains how billing, platform and usage charges, cancellations, and refunds work for Virtual SAM. It's part of our Terms of Service. The specific fees and terms for your engagement are in the proposal or agreement you sign with us (your "Agreement"). If your Agreement says something different from this policy, your Agreement controls. We've kept this as clear as we can, so you always know what you'll pay and how to stop.
1. What you pay for
- Engagement fees. Fees for our team's work, such as discovery, planning, setup, training, and ongoing management. Your Agreement lists the amounts, the payment schedule, and the length of your engagement.
- Platform fees. A monthly or annual fee for the Virtual SAM platform. Some plans include platform fees, and your Agreement will say if yours does.
- Usage charges. Charges for services that cost money each time they're used, described in section 3.
2. When you're billed
Fees are billed in advance on the schedule in your Agreement, either to the payment method on file or by invoice. Recurring fees renew automatically until your engagement or account ends as described in section 6.
3. Usage charges
Some services cost money every time they're used, so they're billed based on your actual usage, separate from your other fees. These include:
- Phone calls and phone numbers
- Text and picture messages, plus the carrier registration fees required for business texting
- Emails sent through the platform
- AI features, such as the AI receptionist and AI chat assistant
- Other usage-based add-ons you choose to turn on
Before anything goes live, we'll share an estimate of your expected monthly platform fees and usage charges, so you know what to expect. Usage charges come out of a prepaid balance in your account. When your balance drops below a set amount, it automatically reloads from your payment method. You can see current rates, your balance, and your usage history in your account's billing settings, and we're happy to walk you through them.
4. Taxes
Prices don't include taxes. We'll add any sales, use, or similar taxes that apply where you're located.
5. Failed payments
If a payment doesn't go through or an invoice isn't paid on time, we'll let you know and try the charge again. If we still can't collect payment, we may pause our work and your account, including calls, texts, and automations, until your balance is paid. Accounts that stay unpaid may be closed.
6. Ending your engagement or account
- Engagements with a set term. If your Agreement includes a set term or a payment plan, such as an initial three-month engagement or a 12-month plan, you agree to the fees for that term. If you end early, the early exit terms in your Agreement apply.
- Month-to-month services. Ongoing services billed month to month, such as continued management after your initial engagement, can be canceled with 30 days' written notice. You'll be billed through the end of the notice period.
- Platform account. You can ask us to close your platform account at any time. It stays active through the end of the period you've already paid for, and you won't be charged again after that, unless your Agreement says otherwise.
To give notice or cancel, email [email protected] from the email address on your account with "Cancel" in the subject line, or send a request through our contact form. We'll confirm by email within one business day. If you don't get a confirmation, please reach out again so nothing falls through the cracks.
7. What happens when your account closes
- You can export your contacts and data before your account closes. After it closes, we may delete your data after 30 days.
- Automations, forms, calendars, and AI assistants that run on the platform stop working when your account closes.
- Phone numbers on your account may be released when your account closes. If you'd like to keep a number, ask us about transferring it out before you cancel.
8. Refunds
Fees for work our team has already performed aren't refundable. Platform fees aren't refundable for partial periods or unused time, including annual prepayments, unless your Agreement says otherwise. Usage charges aren't refundable once the usage happens. You can ask for a refund of any unused prepaid usage balance when you close your account. If you think you were charged by mistake, contact us within 60 days of the charge. We'll look into it right away, and if we made an error, we'll fix it.
9. Price changes
Fees set in your Agreement won't change during the term it covers. For month-to-month services and platform fees, we'll email you at least 30 days before a price change takes effect, along with a reminder of how to cancel. Usage rates can change when our carriers and technology partners change theirs. When that happens, we'll let you know at least 7 days ahead whenever we can.
10. Other Sur-Ryl Marketing services
Other marketing services from Sur-Ryl Marketing are billed separately under their own proposal or agreement. Ending one service doesn't end the others unless we agree otherwise in writing.
11. Questions
Questions about your bill? Email [email protected] or reach out through our contact form, and we'll help.