Refund & Cancellation Policy

1. What this policy covers

This covers money you pay RunJack (a product of SaaS Dealer, Inc.) — your plan subscription and the carrier fees we collect and pass through to the phone networks on your behalf.

It does not cover money your customers pay you through RunJack — deposits, invoices, card payments you take in the field. You set those terms with your customers, you decide those refunds, and you issue them from your own Stripe account. If one of your customers asks us for a refund, we will point them back to you.

2. What is and is not refundable

We don't run a money-back window. We'd rather you could leave cleanly at any time than be locked into a year and get thirty days to change your mind.

3. Cancelling your subscription

How

In RunJack: Settings → Billing → Cancel subscription. The account owner can do it; other roles can't. No phone call, no retention queue, no notice period, nothing to email us for.

When it takes effect

At the end of the period you have already paid for, not immediately. The moment you cancel we stop future billing and show you the date your access ends. Until that date nothing changes — same plan, same features, same phone numbers, same automations. You are not charged again.

Cancel on the 2nd of a month you paid for on the 1st and you still have the whole month. We will not refund the part you don't use, and we will not cut you off early.

Changed your mind

Before the end date, start a plan again from the Billing page and the cancellation goes away. After the end date, contact us and we'll reopen the account.

What happens to your access

On the end date the account closes. Sign-in keeps working, and so do the billing and account pages — so you can always get back in and restart — but the rest of the app stops responding. Texting, calling, the public chat widget on your website and your automations all stop.

What happens to your data

We do not delete your data when you cancel. It stays in your database, untouched, so that reopening the account brings everything back. Cancelling is not a deletion request.

If you want a copy of your data, email support@runjack.ai and we'll put together an export for you. Ask before you cancel if you can — it's simpler while the account is open.

If you want your data deleted, say so explicitly. We then delete or anonymise it within 90 days, except where we have to keep something by law (billing records, for example). That's set out in our Privacy Policy.

4. Upgrades and downgrades

Upgrading

Takes effect immediately. The new features unlock as soon as you confirm. We charge you the difference for the days left in the current period — prorated, so you only pay for what you use — and that difference appears on your next invoice rather than as a separate charge on the day. From then on you're billed the new price.

Downgrading

Takes effect at the end of the current period. You keep everything on your current plan until then, because you already paid for it. The lower price starts at the next renewal. There is no refund or credit for the difference — you are getting the higher plan for the rest of the period instead.

A scheduled downgrade can be cancelled any time before it lands: pick your current plan again on the Billing page and the downgrade is dropped.

Custom

The Custom plan is agreed with our team rather than bought self-serve, so moving to it — and moving off it — goes through us. The same end-of-period rule applies.

5. Auto-renewal

RunJack plans are billed in advance — monthly, or yearly if you chose yearly billing — and they renew automatically at the end of each period using the card you have on file. They keep renewing until you cancel. We charge the card without asking again each time — that's what you authorise when you start a plan — and we email you a receipt after every charge.

Before your first charge we show you exactly what you're signing up for: the amount, how often it repeats, the date it starts, and that you can cancel from the Billing page at any time. If we ever change the price, we tell you at least 30 days before it applies, and you can cancel before it does.

We never store your card. It's held by Stripe, our payment processor, and you can change or remove it yourself from the Billing page.

6. Carrier and third-party fees

RunJack passes carrier fees through at cost. We don't mark them up for profit — the small difference between what the carriers charge us and what you pay covers the card processing fee on collecting it.

We charge you before we submit, not after

When you register for texting we show you an itemised total first — every line, with the amount — and you approve it. We take the payment, and only then do we submit to the carriers. If the payment doesn't go through, nothing is submitted and you owe nothing.

Once it's submitted, it's gone

Registration fees are non-refundable from the moment we submit. That holds even if the carriers later reject the campaign, even if they suspend it afterwards, and even if you cancel RunJack the next day. The Campaign Registry's own terms say the campaign fee is nonrefundable regardless of whether the campaign is later terminated or suspended, and the brand fee is charged on every submission — including a resubmission after a rejection. We are passing on a cost we have already incurred, not keeping a fee.

Two exceptions, and we apply both without being asked:

• Our submission never reached the carriers. If the request fails in transit, we refund the charge in full, automatically.
• The rejection was our fault. If we sent the carriers bad data — wrong field, wrong format, our bug — we pay for the resubmission. You are not charged again.

If the rejection was caused by something on your side — the business details don't match your registered entity, the website isn't live, the sample messages don't meet carrier content rules — the carriers charge for the retry, and so do we.

The three prepaid months

Campaign fees are monthly, but the carriers bill the first three months up front, as a block, at the moment of registration. So does RunJack, because that is when we are charged. That block is not pro-rated back. If you cancel in month two, month three is not refunded — it was already paid to the carriers on your behalf.

From month four the campaign fee becomes an ordinary monthly line on your RunJack invoice, and it stops when the campaign is deactivated.

Phone numbers

Phone numbers are monthly rentals, not purchases. You rent a number for as long as you want it; the rental is billed monthly with your plan and stops when the number is released. Part-months aren't refunded.

We hold your numbers for 30 days after your plan ends. Nothing is released the day you cancel. That is deliberate — a released number is gone for good and may be reassigned to someone else, and people change their minds. Inside those 30 days you can come back and keep the same number, or ask to port it to another provider and we won't stand in the way; porting takes a few business days and the rental runs until it completes. After 30 days the number may be released. If you want to keep one longer than that, tell us and we will hold it.

Other third-party costs

Anything else we buy on your behalf and pass through — a domain name, for example — follows the same rule: once it's bought from the provider, we can only refund what the provider refunds us, which for domains is usually nothing.

7. If a payment fails

Nothing switches off the moment a card declines. Here is the actual sequence.

1. Your card is declined. We email the account owner. Stripe retries the card automatically over roughly the next two weeks. Throughout those retries you keep full access — you'll just see a banner telling you to fix the card.
2. About 14 days in, the AI chat widget on your public website stops answering visitors. Your website stays up.
3. Stripe runs out of retries. The account goes read-only. You can sign in and see everything — every customer, quote, job and invoice — but you can't change anything, and texting, calling and email stop.

We do not delete anything for non-payment. Pay the outstanding invoice and full access comes back straight away — no reactivation fee, nothing to rebuild.

If you're in a tight month, email us before the card fails. We would much rather agree a date with you than run you through the dunning ladder.

8. Trials and complimentary accounts

We don't run a self-serve free trial. If we have set one up for you specifically, it has an end date you were told about. At that date, if there's no card on file, the account goes read-only — your data is kept and nothing is charged. We never charge a card you haven't given us. Add a plan and everything unlocks.

Some accounts are on a complimentary arrangement and pay nothing. If that's you, you'll see a $0 invoice each month for the record. Nothing is charged, so nothing is refundable. If we ever move a complimentary account onto a paid plan, we tell you first and ask you to choose one — it never happens automatically.

9. If you think a charge is wrong

Email support@runjack.ai with the date and amount. A person reads it. We aim to reply within two business days, and we'll tell you what the charge was for and send the receipt and the itemised breakdown. If we got it wrong, we refund it — we don't argue about our own mistakes.

Please come to us before you call your bank. A chargeback freezes the money for both of us for weeks, costs us a fee whoever turns out to be right, and gets you your answer slower than an email would. Nothing here takes away your right to dispute a charge with your card issuer — we'd just rather fix it directly.

10. Changes to this policy

When we change this policy we post the new version here with a new date at the top. For changes that affect what you pay or what you can get back, we email the account owner at least 30 days before they take effect, so you can cancel first if you want to.

Changes are never retroactive. A charge is governed by the version of this policy that was live on the day it was made.

11. Contact

Billing questions and refund requests: support@runjack.ai
RunJack is a product of SaaS Dealer, Inc., 770 Juniper St NE Apt 2006, Atlanta, GA 30308.

This policy sits alongside our Terms of Service. Where the Terms cover billing in general, this page is the detail.