Refund, Cancellation & Subscription Renewal Policy

This policy covers CRM Gem Pro Monthly subscriptions, CRM Gem Pro Annual subscriptions, CRM Gem Professional Setup, and optional setup add-ons where applicable.

Customer payments made through invoices issued by CRM Gem users are separate from CRM Gem subscription and Professional Setup payments. The customer-invoice relationship is explained below.

• CRM Gem Pro Monthly costs USD 10 per month.
• CRM Gem Pro Annual costs USD 100 per year.
• PayPal processes the recurring payment authorization.
• Subscriptions renew automatically at the selected monthly or annual interval until cancelled.
• The renewal amount and interval are shown before PayPal approval.

Applicable taxes, currency conversion, PayPal charges, or bank charges may depend on the payer’s location, funding source, PayPal account, or financial institution. CRM Gem does not control PayPal currency-conversion rates or bank charges.

• Users may cancel through the subscription section in CRM Gem Settings.
• Users may also manage an automatic payment through PayPal. A cancellation made only through PayPal may require CRM Gem to synchronize the updated provider status.
• Cancellation stops future renewal and is recorded immediately.
• Cancellation does not immediately remove already-paid Pro access. Pro remains available until the displayed paid-period end date.
• The Cancel button is removed after cancellation.
• When the paid period expires, the account falls back to Free and Free-plan limits apply to new activity.
• Existing CRM records are not automatically deleted by subscription cancellation.

Subscription cancellation and account deletion are separate processes. Cancelling a subscription does not request account or data deletion.

Subscription charges are generally non-refundable after a billing period begins. Cancelling does not create an automatic prorated refund because Pro access continues through the already-paid period.

This general rule does not limit rights required by applicable law.

CRM Gem may approve a full or appropriate refund after reviewing:

• Duplicate charges.
• Confirmed CRM Gem billing errors.
• Charges collected after cancellation should already have stopped renewal.
• Subscription activation failure caused by a confirmed CRM Gem billing problem.
• A serious service failure that prevented meaningful use, reviewed case by case.
• A refund required by applicable law.

Submitting a request does not guarantee approval. CRM Gem must first confirm the circumstances and relevant payment information.

Monthly initial purchase: A first accidental-purchase request may be submitted within 7 calendar days. Approval depends on limited Pro use and the circumstances. This is a review period, not an unconditional refund guarantee.

Annual initial purchase: A first accidental-purchase request may be submitted within 14 calendar days. Approval depends on limited Pro use and the circumstances. This is a review period, not an unconditional refund guarantee.

Mandatory local rights override these internal review periods where applicable.

Monthly and annual renewals are generally non-refundable once processed. Exceptions may include duplicate charges, confirmed billing errors, post-cancellation charges, serious service failures, applicable law, or exceptional circumstances approved by CRM Gem.

CRM Gem may introduce renewal reminders in the future, but users should not rely on receiving a reminder. Users are responsible for reviewing the billing interval and access-end date displayed in CRM Gem and their PayPal account.

PayPal may retry or update a failed recurring payment according to the payer’s PayPal agreement. CRM Gem synchronizes subscription status from PayPal.

A past-due, suspended, expired, cancelled-after-expiry, or otherwise unverified subscription may lose Pro access. CRM Gem does not promise a fixed grace period. Existing data normally remains available, but Free limitations may apply after verified Pro access ends.

CRM Gem users may connect their own PayPal merchant settings. A client paying an invoice pays the CRM Gem account owner who issued that invoice. That account owner is the seller or service provider; CRM Gem is not the merchant for the invoiced goods or services.

The issuing account owner is responsible for:

• Fulfilment of the invoiced goods or services.
• Taxes, invoice legality, and invoice accuracy.
• Refund decisions and customer complaints.
• Chargebacks and PayPal disputes.

Clients should contact the invoice issuer about an invoice refund. CRM Gem does not automatically refund customer invoice payments.

Professional Setup has a base price of USD 79 as a one-time service. Optional add-ons are governed by the agreed written scope.

Before work begins

A full refund may be requested before work begins.

After work begins

Completed discovery, configuration, customization, onboarding, or training work is non-refundable. A partial refund may be considered for the uncompleted portion. CRM Gem will explain the completed work and the refund calculation.

After agreed delivery

Standard refunds are generally unavailable after agreed delivery. Confirmed CRM Gem setup mistakes will be corrected during the included 14-day setup-related support period. A full or partial refund may be approved if CRM Gem cannot deliver the agreed scope.

Customer delays and rescheduling

One reasonable rescheduling request may be allowed without additional charge. Work may be paused when required information, content, access, or communication is not provided. Work already completed is not automatically refundable.

Optional add-ons

Refund eligibility depends on whether add-on work has begun and how much has been completed. The agreed written scope controls what is included.

Email support@smartbiztoolls.com and include:

• Your CRM Gem account email.
• The payment date and PayPal transaction reference.
• The subscription or service involved.
• The reason for the request and relevant supporting information.

Do not send passwords, PayPal passwords, client secrets, API keys, full card numbers, or Supabase credentials.

SmartBizToolls aims to acknowledge a request within 2 business days and aims to provide a decision within 5 business days. Complex cases, PayPal disputes, or identity verification may require more time.

Approved refunds are normally issued through the original PayPal transaction or payment method. Processing and appearance times depend on PayPal, banks, card issuers, and the original funding source. CRM Gem cannot guarantee an exact banking settlement date.

Refund approval may end the related paid entitlement when appropriate, including to prevent duplicate benefits after a full refund.

Users should contact CRM Gem before opening a PayPal dispute when practical. This does not remove any PayPal or legal rights.

Fraudulent refund or chargeback activity may result in account review or suspension under a future Terms of Service. A chargeback does not automatically terminate every account.

CRM Gem may change prices in the future. Existing users will receive reasonable notice before a changed price applies to a future renewal. A price change does not retroactively change an already-paid period.

Nothing in this policy excludes or limits rights that cannot lawfully be excluded under applicable consumer-protection law.

Questions and refund-review requests may be sent to support@smartbiztoolls.com.